Internal Widget

The telephony widget is located on the top right of the main page of each selected project and gives you direct access to your call center actions for your active project. Let’s start looking at the available options and panels that you have available.  

The first Icon and arrow show the Agent’s Status to receive and complete incoming calls.  

By Selecting the expansion arrow, the user can see 3 available statuses. A user can select between 2 options: the Available and Unavailable status. 

Available Call Status: The user can receive and perform calls for the assigned projects. 

To be able to receive and complete calls always ensure that the 

Available call status is enabled. 

Unavailable Call Status: The user cannot receive calls from the Telephony Widget  

In Call status: Appears automatically for all available users who are currently engaged in a call.  

Now let’s have a closer look at the available telephony options in an example of a fictional Client in the US with an assigned US number.  

Starting from the Top Left and moving clockwise we are going to explore the key features of the Telephony widget.  

1. Agent Status: This was described above in detail and entails the 3 possible statuses for Agents: Available, Unavailable and In call. 
2. Free Text typing bar: An agent can directly form the number using their keyboard to call an external number. 
3. Call Expansion Panel: That gives access to the D-G options described below. 
4. Active Project and Assigned Number: Once selecting the expansion arrow of the Call Panel the user can first see the project and the assigned number that they are going to complete a call from.  
5. Dial Panel: The agent can use the dial panel to form a number as they would from any phone dial pad.  
6. The outgoing call button is pressed when a call is ready to be made and will initiate a phone call to the number listed in B (either free text or formed from the Dial Panel) 
7. Call History Access Button: By pressing at the call history button the agent can access their call history menu. 
8. Call History Menu: The call history menu lets you access all incoming and outbound calls list in detail. By hovering over each graphic you can see a description regarding the call that has been completed.