1. Inbound call

The User is notified about an inbound call with a ringing sound. The call is displayed in the left block in Active calls (Fig.1).

Fig. 1. Inbound call

To answer an inbound call, the Agent must click the Answer button in the left panel. The Subscriber is connected to the Agent, and the conversation begins (Fig.2).

When you click the Reject button - the call ends, and the Agent is credited with plus one to the missed calls if it was not an internal call.

The central block displays the Subscriber's name, phone number, and the name of the Queue from which the call comes. The following buttons are also present:

 - call accept button;

 - button to transfer the call to another Agent. More about transfer can be found here;

 - finish call button.

The inbound call is displayed in the Active Calls list in the left panel. If you click on a list name, it unfolds, and information about the call is displayed.

Answering a call that looks like this - Fig.2. The right block displays the configured processing. If processing is not configured - the Client info tab is displayed. More information about processing can be found here.

Fig. 2. Answering a call

The following tools are available after answering a call:

 - button at the bottom of the block - expands the numeric keypad with which you can dial the required number to call. Clicking this button again closes the numeric keypad;

If you call another number during the call, the previously answered call will go on hold.

  - a button to open the history of calls. Located in the upper part of the block. It opens a list of completed calls (Fig.3) with information about the duration of the call, the start time of the call, and the call button. The call is made to the selected number when this button is clicked;

Fig. 3. Call history

  - the button opens the Agents list (Fig. 4). It displays the Agent's name, extension number, and a call button. By the indicator next to the avatar, you can determine the internal status of the Agent:

 - available;

If the User/Agent is in pause mode, he is available for internal calls - the indicator is green.

 - the DnD mode - other Users/Agent cannot call him;

 - busy, is in a conversation, or chat;

 - unavailable - is not in the system, or there is no SIP connection.

The list displays not only Agents but also other Users of the system who are not Agents.

Fig. 4. Agent list

 - located at the bottom of the block, when this button is pressed, it returns until the call is displayed (Fig.2);

 - button to transfer the call to another Agent 

 - call end button;

 - call hold button.  It is designed to be able to temporarily hold the conversation. During the hold, the Subscriber does not hear the Agent. If the appropriate settings are made,  Subscriber hears the music. Click the hold button to put a call on hold. If the call is on hold, then the button looks like this - ;

 - this button allows you to turn off the microphone. The disabled microphone looks like this - . Click the button again to turn on the microphone.

The right panel displays the configured data.