Operator Panel

Operator panel home screen: on this screen you can see the extensions that are registered in the application.

Each "Card" represents an extension on the operator panel home screen.

Each card color represents its current status in the system:

🔴 Red: On a call.
🟢 Green: Available.
🟡 Yellow: Ringing.
🔵 Blue: On hold.

Incoming call on the panel

What the image shows: incoming call pop-up with options to answer or decline

Search terms: call pickup · incoming call · answer · decline · pop-up

The phone icon at the bottom of the Card is used to "Originate a call", meaning we can place a call from the operator panel. It will ring the Softphone of the connected Extension (top-right corner) and once you answer it will ring the Extension of the person you wanted to call.

There are also some options at the top:

Search: Here you can search for a specific extension.
Dial: This is the field that will be filled in when the Dialpad is being clicked.
Status: Here you can filter all extensions by the statuses they can assume, such as: Available, Busy, Do Not Disturb, Hold and Ringing. To aid user accessibility, when the mouse hovers over an option it shows the color matching the status.
Clear filter button: Removes all previously added filters.
Dialpad: Allows the same action as originating a call, the difference is that with this Dialpad we can place external calls.

Operator Panel overview

What the image shows: overview of the operator panel with extension cards, service queues and controls in the top bar

Search terms: Operator Panel · extension cards · status · colors · originate call · search extension · dialpad

By clicking the extension number in the top-right corner you can see two options:

Sign out: Will log out from the operator panel screen.
Call history: By clicking this option we can access the calls made and received by the logged extension.

Operator Panel settings

What the image shows: operator panel settings screen with preference and display options

Search terms: Settings · preferences · call sound · pop-up · theme · language · queues

Settings

On the settings screen under Preferences we can enable the following options:

Call sound: Allows hearing a ring tone when the logged extension receives a call.
Call pop-up: Allows viewing the incoming call on screen for the logged extension.
Show available members: Allows showing or hiding the extensions that are logged in on the extension display screen.
Theme: Dark or Light.
Language: Choose the language.

On the settings screen under the Queues section we can choose which queues will appear at the top of the operator panel screen as cards.

Features when other extensions are on a call (red color)

Whisper: Listen to an extension that is on a call without anyone knowing you joined (The logged extension will receive a call so the connection between the three extensions can be established).
Phone listening: Listen to an extension and provide instructions to the extension that received the call, without the caller hearing the person who joined the listen (useful when a manager needs to provide information to an employee or assist them during the call without the other party hearing).
Recording: Ability to record calls for later review (Call recording viewing screen not yet developed).

On-call extension features

What the image shows: extension card on a call with Listen and Whisper options

Search terms: Whisper · phone listening · recording · call · extension on call

Features when the logged extension is on a call

Hang up: Allows ending the current call.
Recording: Ability to record calls for later review (Call recording viewing screen not yet developed).
Transfer to voicemail: Transfers the caller to the voicemail of any available Extension, or their own.
Blind transfer: Performs the transfer without notifying another available Extension (Card). The extension receiving the transfer will get a call so the transfer can be completed.
Supervised transfer: Performs the transfer allowing you to notify the other Extension (Card). The extension receiving the transfer will get a call and can talk to the person who transferred, so the transfer can be completed successfully. The extension that performed the transfer must leave the call after passing the instructions.

Transfer options

What the image shows: call transfer options in the operator panel

Search terms: blind transfer · supervised transfer · voicemail · hang up · recording

Features when other extensions or the logged one are receiving a call (ringing, yellow card color)

Call pickup: Ability to answer calls that other extensions are receiving.

Queue screen features

On this screen we can view the company's service queues. The number on the left of the queue card means the number of agents online and the one on the right the number of agents in the queue.

By right-clicking on any agent in the queue, we can see the option to pause or unpause an agent:

Pause agent: When this option is enabled, the agent will stop receiving calls from the queue.
Unpause agent: When this option is enabled, the agent will start receiving calls from the queue.

Search terms: call pickup · service queues · pause agent · unpause agent · yellow card

Operator Panel

Operator Panel

Logged extension menu

Settings

Features when other extensions are on a call (red color)

Features when the logged extension is on a call

Features when other extensions or the logged one are receiving a call (ringing, yellow card color)

Queue screen features