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).

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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, displaying information about the call.

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.

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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. It is 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 Сontacts list is displayed in the central panel when you click on the  button (Fig.4).

There are the following tabs:

1. Contacts;

2. Users.

Fig. 4. Contacts tab

The Contacts tab consists of the following elements:

• Search field;

• List of Contacts

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.

Contacts from CRM are displayed in the List of Contacts. The call button is active for Contacts who have a phone number.

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

The User tab displays the standard avatar, User name, extension, and call button (Fig.5).

Fig. 5. Users tab

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

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.

 - button to transfer the call to another Agent 

 - call end button;

 - located at the bottom of the block; clicking on this button returns to the call display (Fig. 2);

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

 - 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.