Internal Widget

Telephony Widget Overview

The Telephony Widget is located in the top-right corner of the main page for each selected project. It provides direct access to call center functionality for your active project.

Below is an overview of the available options and panels within the widget.

Agent Status

The first icon (indicated by the arrow) represents the Agent Status.

This control allows you to set your availability to receive and manage incoming calls, ensuring calls are routed appropriately based on your current status.

Agent Status Options

By selecting the expansion arrow, you can view the available status options.

You can choose between the following statuses:

• Available: Indicates you are ready to receive and handle incoming calls
• Unavailable: Indicates you are not available to receive calls

Selecting the appropriate status ensures calls are routed correctly based on your availability.

Call Status Options

• Available:

  Indicates you are ready to receive and make calls for your assigned projects.

  To ensure you can receive and complete calls, always verify that your status is set to Available

• Unavailable:

  Indicates you are not able to receive calls through the Telephony Widget

• In Call:

  This status is applied automatically when you are actively engaged in a call

Next, let’s take a closer look at the available telephony options using an example of a fictional U.S.-based client with an assigned U.S. phone number.

Telephony Widget – Key Features

Starting from the top left and moving clockwise, below is an overview of the key features available within the Telephony Widget:

• Agent Status:

  Displays your current availability and allows you to toggle between Available, Unavailable, and In Call statuses (as described above)

• Free Text Dial Bar:

  Allows you to enter a phone number directly using your keyboard to place an outbound call

• Call Expansion Panel:

  Expands the widget to provide access to additional telephony features described below

• Active Project and Assigned Number:

  When the Call Panel is expanded, you can view the active project and the phone number assigned for making calls

• Dial Panel:

  Provides a standard dial pad interface for entering phone numbers manually

• Outgoing Call Button:

  Initiates a call to the number entered in the Free Text Dial Bar or Dial Panel

• Call History Access Button:

  Opens the call history menu for quick access to past interactions

• Call History Menu:

  Displays a detailed list of all incoming and outgoing calls. Hovering over each entry provides additional details about the call