Real Time Call & Status Control

When using one of the grid tiles in conjunction with a Real-Time Dashboard license, various call and status control features are made available.

The following operations can be performed by dashboard users:

Call Control
- Call Now, make call to the extension/agent selected
- Send Call To, move a call that is ringing to another device on the telephone system
- Pickup Call, pick up a call that is ringing at another device/agent
- Clear Call, hang up a call that is ringing or in progress at a device
- Answer Call, force another extension/agent to answer a ringing call
- Station Monitor, use the telephone system to listen in to a call that is in progress at an extension/agent
- Remove Call, used to remove stuck calls which are no longer active on the telephone system
DND Control
- Enter DND State, place an extension/agent into one of the 20 available DND states
- Remove DND State, take an extension/agent that is currently in DND out of DND
ACD Agent Control
- Login, log an ACD agent into one or more hunt groups
- Logout, log an ACD agent out of one or more hunt groups
- Enter Free State, place an ACD agent that is currently in Wrap-up into the Free state
- Enter Wrap-up State, place an ACD agent that is currently in Free into the Wrap-up state

The functions available depends on the grid being used and the state of the currently selected device.

The 'Remove Call' option can be found on the Call List grid's context menu if a call as been active for more than 10 minutes. This option does not need to be used under normal operation. If however there has been an error with communications to the telephone system (such as a lost packet), it is possible for a call to become stuck in an active state which can then skew statistics. When this happens, selecting the 'Remove Call' option will clear the call out of memory and should fix any incorrect active call statistics.

Using Call & Status Control

The call and status context menu can be accessed in one of two ways:

Click on the status icon at the far left of each row on the grid
Click on the more icon () at the far right of each row on the grid

Clicking on either of these icons will load the Call/Status Control menu:

The exact options available on the menu will depend on the grid type.

Call Control

Depending on the current status of calls at the selected device in the grid, one or more of the call control features will be available.

Call States	Call Now	Send Call To	Pickup Call	Clear Call	Station Monitor
Idle
Ringing
On Hold
In Progress

Do-Not Disturb Control

Do-not-disturb (DND) control is available on the Agent and Extension grids. The telephone system provides 20 different DND status options to choose from. Any extension or agent can be placed into DND from the relevant grid.

DND states can be removed manually by the user directly from the extension if required.

Removing an ACD agent from DND will place them in the 'Free' state. Ensure they are at their desk and ready to receive calls before doing this.

ACD Agent Control

ACD agent control is available on the Agent, Extension & Group grids. Agents can be members of one or more hunt groups on the telephone system. When using the 'Login' and 'Logout' commands, a single hunt group can be selected or all hunt groups.

If an agent is in the 'Wrap-up' state, they can be placed into the 'Free' state so that they are offered calls by the telephone system.An agent can be placed into the 'Wrap-up' state manually, however when this is done they must be manually placed back in the 'Free' state using the dashboard otherwise they will stay in the 'Wrap-up' state until they logout.

Placing an ACD agent into the 'Free' state will cause them to be presented with call by the telephone system. Ensure they are at their desk and ready to receive call before doing this.