1. Description

The page is designed for viewing active calls. These are calls that are taking place at the moment. Only calls with Agents for which you have view permissions are displayed.

It consists of the following elements:

1. Filtration block (Fig.1(1));
2. Registry (Fig.1(2));
3. Pagination (Fig.1(3)).

Fig. 1. Active calls page

1.1. Filtration block

It is designed to filter the data displayed in the registry.

It consists of the following elements:

1. Filtering fields (Fig.2(1));
2. Reset filters button (Fig.2(2));
3. Expand filters button (Fig.2(3)).

Fig. 2. Filtration block

1.1.1. Filtering fields 

Available fields for filtering:

• Direction;
• Result;
• Gateway;
• Queue;
• User;
• Agent;
• Supervisor;
• Team.

1.1.2. Reset filters button 

Represented as a button , all previously selected filters are reset when clicked.

1.1.3. Expand filters button

1.2. Registry

It is designed to display records with data about active calls.

It consists of the following elements:

1. Select visible columns (Fig.3(1));

2. Refresh button (Fig.3(2));

3. Registry (Fig.3(3)).

Fig. 3. Registry 

1.2.1. Select visible columns 

It is designed to select the columns displayed in the registry.

The Select visible columns modal window opens (Fig.4) when you click on the  button.

Fig. 4. Select visible columns modal window

Select the checkbox (Fig.4(1)) - this column is displayed in the registry;

Clear checkbox (Fig.4(2)) - this column is not displayed in the registry.

1.2.2. Refresh button

Updating the register table is performed by clicking on the refresh button -

1.2.3. Registry

The data in the registry is updated every 10 seconds.

The following columns are available in the registry:

1. Started at;
2. Direction;
3. Duration;
4. From;
5. Agent;
6. To;
7. Destination;
8. Extension;
9. Queue;
10. Result;
11. User;
12. Blind transfer.

1.2.3.1. Started at

The time when the call began.

1.2.3.2. Direction

Displays call directions:

• • - inbound;
  • - outbound.

1.2.3.3. Duration

Displays the amount of time from the start of the call until the last update of the registry.

1.2.3.4. From

Displays the number from which the call originated. Depending on the type of call, it has different meanings (see Tab. 1).

1.2.3.5. Agent

Displays the name of the Agent who is on the call. In case of a call between two Agents, the Agent who initiated the call is displayed.

1.2.3.6. To

Displays the number of the called party. Depending on the type of call, it has different meanings (see Tab. 1).

1.2.3.7. Destination

The number being called is displayed. Depending on the type of call, it has different meanings (see Tab. 1).

1.2.3.8. Extension

Displays the user's Extension. Depending on the type of call, it has different meanings (see Tab. 1).

Tab. 1. Display data depending on the type of call

1.2.3.9. Queue

Displays the name of the Queue from which the call is made.

1.2.3.10. Result

The states the call was in when the last refreshed page was displayed.

The following states are possible:

• Ringing - dialing the Subscriber or Agent, depending on the type of Queue;
• Active -  connected with the Subscriber or the Agent; connecting with the other side - the Agent, or the Subscriber, respectively;
• Bridge - the Subscriber is connected to the Agent, and a conversation is taking place;
• Hangup - end of the call;
• Hold - holding the call.

1.2.3.10.1. Call listening window

The listener tool appears next to the status name when a call is in the bridge state. Clicking on opens the window for listening to the call (Fig. 5).

Listening is only available to a User with Eavesdrop call permission. You can configure this permission on the Role Permissions tab for the Role assigned to the User.

Fig. 5. Call listening window

1.2.3.11. User

Displays the username of the Webitel User that is present in the conversation. In a case of an internal call between Agents, the User who initiated the call will be displayed.

1.2.3.12. Blind transfer

The number to which the blind transfer was made is displayed here. When there is no blind transfer, the field remains empty.

1.3. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Select of displayed columns in the registry

2.2. Filter the displayed data in the Registry