Note: Extension Window: Your own extensions, in this example 8000, will always be located on the top left corner, all other extensions within your group/campaign will be shown in the extension window as well.
The main screen shown a number of windows, you can move the windows around by click on the and drag the screen to your preferred location, you can lock the window at its location by clicking on the lock icon. You can resize the window by dragging the resize icon at the right bottom corner.
The anatomy of the toolbar is;
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(*1) These options are only available if you have enabled “transfer calls†within your call centre agents and supervisors.
Note: Some options might not be available for certain Agents.
On the TOP LEFT it will show your Supervisor extension, other extensions you in your group will also be shown here with their respective status. There are 3 type of status, namely;-
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This icon indicates the presence state for the extension. A green circle means the extension is not in a call. A little card icon indicates the extension is in Pause. If you mouse over the icon a tooltip with the custom presence text will appear.
This is the Agent extension label
This icon will show if the extension is paused showing a clock (for queue members). Mouse over it to show more information e.g. Pause reason
If there is voicemail waiting or stored for the extension, it will appear an envelope. The number of messages can be read in the tooltip when you mouse over it. -only visible when extension has voicemail enabled-
The handset icon will indicate if the line is ringing, it is engaged in an outgoing call (right arrow), and incoming call (left arrow), or held (hourglass)
If available, it will show CallerID name and number.
The timer for the current call.
This window will show the Agent status in the queue(s)
The Agent status icon in the queue might be:
Note: In above screen capture agent 8115 & 8005 have status ready
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If you are using the WebRTC phone feature there will be a clientless in-browser phone available for you to make and receive calls.
NOTE: When your Call Centre setup comes with AstiosUC or any other SIP client the WebRTC will not be available, you will have to use the AstiosUC or other SIP client to handle calls.
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