1. Outgoing call

Calls can be conditionally divided into calls within the system and calls to Subscribers.

1.1. Calls within the system 

These are calls to the system User's extension.

You can make such a call in the following ways:

1. Manual dialing;

2. Select from a list;

3. Call back from call history.

1.1.1. Manual dialing

Click the  button in the left block and dial the number in the central block for manual dialing.

After entering the number, another call button appears at the top of the central block- . Clicking on it makes a call.

1.1.2. Select from a list

Click the  button in the left block to select a number from the Contacts or Users list.  The  button appears at the top of the central block, and clicking it opens the Contacts tab (Fig.1).

There are the following tabs:

1. Contacts;

2. Users.

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Fig. 1. Contacts tab

1.1.2.1. Contacts tab

The Contacts tab consists of the following elements:

1. Search field;

2. List of Contacts

1.1.2.1.1. Search field

Consists of an input field and a search setting icon .

Close button () appears after entering text in the search field; clicking the button deletes the entered text.

The * symbol is used to search for a part of a word, or a number. You can also use the * symbol to replace any number of characters.

Clicking on the  button opens a list of search options:

• Name;

• Phone;

• Email.

1.1.2.1.2. List of Contacts

It contacts from CRM are displayed here. The call button is active for Contacts who have a phone number.

Clicking on a Contact's name opens his contact's page.

1.1.2.2. Users tab

The list displays the standard avatar, User name, User extension and call button (Fig.2).

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Fig. 2. Users list

A color indicator the User is currently in depends on the state the User is in.

The color of the status indicator can be:

 - there is a SIP connection;

 - online status;

 - in DnD mode;

 - pause status;

- busy, is in a conversation, or chat;

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

1.1.3. Call back from call history

To select a number from the call history, click the call button () in the left block. The  button (Fig.2) appears at the top of the center block, and clicking it opens the history of calls. The call button () is next to each caller's name, and the call is made by clicking it.

Fig. 2. Call history

1.2. Subscriber calls

These are calls in which the Agent serves the Subscriber (client).

There are such options for subscriber call (Fig.3):

1. Active calls;

2. Missed calls;

3. Offline calls;

4. Self-assigned calls.

Fig. 3. Call lists

When the  icon is clicked, the block increases, and the icon changes to . 

Clicking the  icon decreases the block and changes the icon to .

1.2.1. Active calls 

An inbound call can be from a Subscriber, internal (from another Agent or system User), and initiated by a call center.

When there is an inbound call from the Queue, the Queue's name is indicated in the left block under the subscriber number and the right block - in the Call info tab (Fig.4).

Fig. 4. Call info tab

How to accept a call can be found here.

1.2.2. Missed calls

This list contains calls missed/rejected by the Agent:

• from the Inbound Queue;

• direct calls to the Agent;

• internal calls.

If the list panel is minimised, the number equal to the number of missed calls is added next to the list name (Fig.5). Up to 10 missed calls are displayed in the list. If there are more than 10 missed calls, there is a button, clicking on which displays 10 next calls.

In order to call back to a number from this list you should press the call button .

Fig. 5. Ringing back to a missed call

When you hover the cursor over a missed call record, the  is displayed instead of the . Clicking  deletes the missed call. 

If the call is distributed to several Agents and none accepts it, it is displaced on the Missed calls of all these Agents. If one initiates a callback, the call is removed from the Missed calls of all Agents, regardless of whether the Subscriber picked up the phone.

If the call is distributed to several Agents and the last one accepts it, it is not displayed in Missed calls to other Agents.

1.2.3. Offline list

This list displays numbers of subscribers to whom you need to call back manually, for example, the subscriber did not wait in the Queue and chose the option to call back. To do this, you need to open the offline list, select the subscriber by clicking on the entry in the left pane. After that in the central panel the list of possible communications with the subscriber (for example, several numbers) opens, select the necessary number and click the call button at the top of the central panel (Fig.6).

Fig. 6. Offline calls

Up to 10 calls are displayed in the list.

If the list panel is collapsed, then if there are calls, a number equal to their number is added next to the list name.

1.2.4. Self-assigned calls

This list includes inbound calls from Queues where self-assigning distribution is configured.

If there is at least one call in the Queue with self-assigning allocation enabled, a number equal to the number of such calls is added next to the list name (Fig.7).

Fig. 7. Self-assigned calls

Up to 10 calls are displayed in the list.

The Agent can choose which call to take over. To accept a call, you must click the  button. 

The scale under the entry shows the Subscriber's waiting time. The color changes depending on the percentage of the waiting time to the time entered in the Max wait time field of this Queue:

• Green - < 50 %

• Yellow - 51-75%

• Red - 76% <