Overview

Manage Calls

Each call is accompanied by an icon indicating its status and a background color reflecting its processing priority.

• Calls on hold display their duration and turn red when a configurable threshold is reached.
• Callers are identified from directories and appear in bold when matched with a local directory. 
• Operators can efficiently manage calls by answering incoming calls, placing them on hold, taking them off hold, initiating unattended transfers, calling users, and conducting attended transfers.
• Transfers can be executed via a contextual menu, configurable keyboard shortcuts, or intuitive drag-and-drop functionality.

 Call Overflow

• After a configurable delay, incoming calls can be automatically forwarded to another operator, sent to voicemail, or answered and placed on hold.
• Operators can set a limit on the number of concurrent incoming calls. Excess calls will either be forwarded to another operator or diverted to voicemail.

Multi-Tenancy

• When multiple company, site, or department lines are routed to the application, the corresponding line number and name appear in the "To" field of the call list.
• Operators can identify the intended recipient before answering.
• Each directory can be linked to a specific line, ensuring that when a call is answered, the relevant directory appears at the forefront.

CRM Integration

• The application features a dedicated web browser window for CRM integration, supporting any web-based CRM system. 
• The CRM URL can be configured with parameters that auto-populate with incoming call details, instantly displaying the caller's record.

Calls Layout & Visibility

• Calls can be displayed in List or Table view, enhancing visibility of call status and caller identity.
• Phone and user presence details are readily accessible for efficient call handling.

Manage Users

Operators have access to multiple directories, which can be:

• Imported from CSV files.
• Loaded from LDAP servers, web servers, or Outlook contacts.
• Updated on the fly by adding new users directly from incoming calls.

Finding Users

Operators can search for users using any available directory information, including:

• Name, first name.

To streamline searches, as soon as a key is pressed in the search field, the application highlights the first matching user and displays a list of all relevant results.

Contacting Users

To facilitate seamless communication for call transfers or message delivery, each user can have multiple contact methods, including:

• Phone, mobile, home, voicemail, email, web.

Additional features for quick communication:

• Automatically populates email details from an active call.
• Provides direct access to user-related web links.

Directory Layout & Visibility

Each directory can be displayed in  List, or Table view, allowing operators to choose the most effective layout for monitoring user phone status and efficiently accessing contact details.

Manage Device/User Presence

Monitoring Phones

Each user in a directory is accompanied by an icon indicating their phone status, allowing operators to quickly assess when to transfer a call.

• If a transfer is attempted to a busy phone, the application automatically places the call on hold and completes the transfer once the line becomes available, without requiring operator intervention.
• Operators can pick up a ringing call by right-clicking on the phone entry.

Extended Monitoring

Additional monitoring features are available:

• Parking and conference extension status can be displayed.
• Call details for each phone, including:
  • Total number of active calls.
  • Caller/callee numbers and names.
• Particularly useful for identifying waiting calls in a parking extension and active participants in a conference.

Receiving Alerts

Operators can set up custom alerts for changes in user status.

• When a user's phone or online status changes, an interactive desktop notification appears.

Preview

Operator Status

• When talking to a person, it shows the person's phone number and name.
• The link icon indicates the status of the registration to the SIP server: green when registered, orange when registering, and red when registration fails.
• Double-click this icon to unregister/register with the SIP server.
• The headset icon indicates the audio status: green when audio is connected.
• You can double-click on this icon to connect/disconnect the audio.
• The handset icon indicates the status of the current call; it appears green when you are talking to someone.
• You can double-click this icon to answer a ringing call or hang up the current call.
• The timer shows the duration of the conversation with the person.

• When you are talking to a person, the app displays their picture, name, company, and title.
• The picture and the information are retrieved from the directories.
• When a person is not found in any directory, an icon with the person's phone number and name, when available, is shown.

Incoming Calls

This is the incoming call list. This list can be resized using the horizontal and vertical dividers.

The information shown is:

• The caller's phone number, along with an icon indicating the call status.
• The line/number called by the caller.
• The status of the call.

The time since the call has been put on hold is displayed in red and bold when it exceeds a configured value (2 minutes by default).

The background color of the call shows the processing priority of the call:

Green: The call priority is low; you are talking to the caller.
Orange: The call priority is medium; it is on hold, and you should process it when you are ready.
Red: The call is high priority, it's ringing, and you must process it as soon as possible.

Using the mouse:

You can double-click on a ringing call to answer it.
You can double-click on an answered call to put it on hold or take it off hold.
You can drag a call and drop it on a contact in a directory to initiate a blind transfer.
You can drag a call and drop it on another call, or on a called contact in a directory, to initiate an attended transfer.
You can right-click a call to display a menu with all available actions, including possible transfers.
You can right-click on a call and select "Add To", then choose a directory to add the caller.
Right-click a call and select "Hang Up" to end the call.

Using the numeric keypad (NumLock OFF) or the function keys:

You can press Insert or F6 on a selected ringing call to answer it.
You can press Insert or F6 on a selected answered call to put it on hold or take it off hold.
You can press Delete or F7 on a selected call to hang it up.
You can press the Add key (the plus sign) or F8 on a selected answered call to display the transfer menu.
You can press the arrow keys to select another call.
You can press Clear (the 5 key) or F5 to switch between the call list and the directory.

Outgoing Calls

 This is the outgoing call list.

This list can be resized using the horizontal and vertical dividers.

The information shown is:

•  The callee's picture is shown when the callee is found in a directory with pictures.
• The callee name, in bold, is displayed when the caller is found in a local directory.
• The time since the call began ringing or was answered.
• The callee's phone number, accompanied by an icon indicating the call status.
• The line/number used to place the call.
• The status of the call.
• The time since the call has been put on hold is displayed in red and bold when it exceeds a configured value (2 minutes by default).

The background color of the call shows the processing priority of the call:

Green: The call priority is low; you are talking to the callee.
Orange: The call priority is medium; it is on hold, and you should process it when you are ready.
Red: The call is high priority, it's ringing, and you must process it as soon as possible.

Using the mouse:

You can double-click on a ringing call to answer it.
You can double-click on an answered call to put it on hold or take it off hold.
You can drag a call and drop it on a contact in a directory to initiate a blind transfer.
You can drag a call and drop it on another call, or on a called contact in a directory, to initiate an attended transfer.
You can right-click on a call to display a menu with all available actions, including possible transfers.
Right-click a call and select "Hang Up" to end the call.

Using the numeric keypad (NumLock OFF) or the function keys:

You can press Insert or F6 on a selected answered call to put it on hold or take it off hold.
You can press Delete or F7 on a selected call to hang it up.
You can press the Add key (or F8) on a selected answered call to display the transfer menu.
You can press the arrow keys to select another call.
You can press Clear (the 5 key) or F5 to switch between the call list and the directory.

This is the outgoing call bar.

You can enter a phone number and press Enter to start dialling. You can press F4 anywhere in the application to jump directly to this call bar.

Directory

This is a directory of contacts.

• The directory can be resized using the vertical divider.
• Each contact can have multiple information, such as Company, Office, Department, and Title.
• Each contact can have multiple contact icons, such as Phone, Mobile, Home, Voicemail, E-mail, XMPP, Calendar, and Web.
• The Phone contact icon changes to match the phone's presence status.
• The vertical bar color of the contact also changes to match the presence status of the phone:

Green: Available, Yellow: Ringing, Orange: Busy, Red: Do Not Disturb

Using the mouse:

You can double-click on a contact to initiate a call.
You can double-click on a callable contact icon (Mobile, Home, Voicemail) to initiate a call.
You can double-click on an email contact icon to send an email; the subject is automatically filled with the current call information.
You can double-click on a web contact icon to browse the website.
You can drag a call from the incoming/outgoing call list and drop it on a contact to initiate a blind transfer.
You can drag a call from the incoming/outgoing call list and drop it on a called contact to initiate an attended transfer.
You can right-click on a contact or a contact icon to display a menu with all available actions, including possible transfers.
You can right-click on a contact and select "Intercept" to intercept a call ringing on the contact's phone.
Right-click a contact and select "Contact > Presence" to enable or disable presence for the contact's phone.
Right-click a contact and select "Contact > Edit" to edit it.
You can right-click on a contact and select "Alert" to set up notifications when the contact's status changes.

Using the numeric keypad (NumLock OFF) or the function keys:

You can press Insert or F6 on a selected contact to call them and/or put their call on hold.
You can press Delete or F7 on a selected contact to hang up their call.
You can press the Add key (or F8) on a selected contact to display the transfer menu.
You can press the arrow keys to select another contact.
You can press Clear (the 5 key) or F5 to switch between the directory and the call list.

This is the directory menu.

Using this menu, you can:

• Add a new contact.
• Change the directory view between Table and List.
• In the List view, you can select the columns you want to show/hide using the Filter menu.
• Change the name displayed for contacts from Last Name to First Name.
• Change the contacts' sorting by different fields (Last Name, First Name, Company, Office, Department, Title).
• Rename the directory.
• Import the contacts from a CSV file.
• Export the contacts to a CSV file.
• Clear/remove all the contacts from the directory.
• Add a new Local or External directory.

This is the directory search bar.

The directory automatically hides contacts that do not match your search as you enter each new character. The bar's background color will change to green if there are contacts that match your search, and to red if none do.
 

Call Log

This is the call log.

• You can see the list of every terminated call.
• The first icon shows the direction of the call. (incoming or outgoing)
• The second icon and the background color indicate the call's status at termination.
• The time indicates when the call was received or placed.
• The on-hold shows the total time the call was placed on hold.
• You can double-click on a call to call the caller/ee.
• You can click the double-arrow icons to move one week forward or backward.
• You can click the single-arrow icons to move one day forward or backward.
• You can click on the date to select another date in the calendar.

This is the log menu.

Using this menu, you can:

• Filter the list by selecting/unselecting call direction or status.
• Sort the list using different criteria.

This is the log search bar.

The log automatically hides calls that do not match your search as you enter each new character. The bar's background color will change to green if there are calls that match your search, and to red if none do.

• You can press the Escape key or click the cross icon to clear the search.
• You can press F3 anywhere to jump directly to this search bar.

Statistics

These are the call statistics.

• You can see the detailed statistics about your calls.
• You can click the double-arrow icons to move one week forward or backward.
• You can click the single-arrow icons to move one day forward or backward.
• You can click on the date to select another date in the calendar.

Settings

These are the settings.

You can click a setting section to expand or collapse it.

• You can click "Save" to save your settings.
• You can reset all settings to their defaults by clicking Reset.

Global Search

This is the global search window.

• You can search for a contact in every directory.
• You can view the directory where the contact was found.
• You can double-click a contact to move it to the directory and the contact.

This is the global search bar.

The search automatically shows the contacts that match your search each time you enter a new character. The bar's background color will change to green if there are contacts that match your search, and to red if none do. You can press the Escape key or click the cross icon to clear the search.

Reminder

This is the list of reminders. 

• You can set up a reminder to receive a notification.
• You can, for example, set a reminder to call someone or to do a specific task.
• The pin icon color is red if the reminder is pending and green if it is past.
• You can double-click on a reminder to edit it.
• You can right-click to show a menu with all the available actions.
• You can add a new reminder by right-clicking and selecting "Add".
• You can remove a reminder by right-clicking it and selecting "Remove".

Note

This is the note window.

• You can use this window to take notes while processing the calls.
• You can use bold, italic, and underline text by clicking on the icons.
• You can copy text by clicking on Ctrl-C and paste text by clicking on Ctrl-V.
• You can save the note by clicking on Save.

Status Bar

This is the status bar.

From left to right, the status bar is composed of:

Status

You can click on it to switch between 'Available' and 'Do Not Disturb'.

Voicemail

This shows the number of unread voicemail messages.
You can click on it to call the voicemail.

Missed

This shows the number of missed incoming calls.
You can click it to show the list of missed calls, call back, or clear the list.

Volume

You can click it to adjust the input and output volumes.
You can click on the speaker icon to mute the output.
You can click on the microphone icon to mute the input.

Keypad

You can click on it to summon a window with a keypad.
The keypad is used to enter digits during the current call (to voicemail, for example).

Ringing

This shows the current number of incoming ringing calls.

On Hold

This shows the current number of calls on hold.

Incoming

This shows the current number of incoming calls.

Outgoing

This shows the current number of outgoing calls.

Conference

You can initiate a conference with up to 5 parties, including you.

• To add a call to the conference, right-click on the call and select "Conference".
• To remove a call from the conference, right-click on the call and select "On Hold."
• To mute a call in the conference, right-click on the call and select "Mute".
• You can exit the conference by answering or placing a call; the conference will remain active.
• You can join the conference afterwards by right-clicking on any call in the conference and selecting "Conference".
• The top operator status shows up to 3 parties in the conference.'
• You can see who is talking in the conference by looking at the word "[Talking]" shown in the call and operator status.

Alerts

• You can set up alerts for contacts where presence is enabled.
• You will receive a notification in the bottom-right corner when the contact's status changes.
• To set up an alert, right-click the contact, select "Alert," and then select the status.
• You can, for example, decide to be notified when the contact phone is ringing by selecting "Ringing".
• In the notification window, click "INTERCEPT" to intercept the incoming call.
• For example, you can choose to be notified when the contact becomes available by selecting "Available".
• In the notification window, click "CALL" to call him.
• You can also choose whether to receive an audio tone with the notification by selecting "Sound".

FAQ

How do I process calls?

• You can right-click a call to see a context menu with all possible actions.
• You can pick up a ringing call by double-clicking on it.
• You can put a call on or off hold by double-clicking on it.
• You can hang up a call by right-clicking on it and selecting "Hang Up".
• You can initiate an outgoing call by double-clicking on a contact or by entering a phone number in the outgoing call bar.
• If you are talking to someone and decide to pick up another call or call someone, the person you are talking to will be automatically put on hold.

How do I transfer a call?

• You can initiate a blind transfer to a phone number by right-clicking a call, selecting "Transfer,” entering the phone number, then pressing Enter.
• You can initiate a blind transfer to a contact in a directory by right-clicking on the contact and selecting "Transfer," then selecting the call to transfer.
• You can also drag the call and drop it directly on the contact.
• You can initiate an attended transfer by double-clicking on the contact first to call him, then when he picks by right-clicking o him and selecting “Transfer” then selecting the call to transfer.
• You can also drag the call and drop it directly on the contact or on the outgoing call to the contact.

How do I find a contact?

To find a contact in the directory, use the search bar at the bottom. The directory automatically hides contacts that do not match your search as you enter each new character. The bar's background color will change to green if there are contacts that match your search, and to red if none do.

• You can press the Escape key or click the cross icon to clear the search.
• You can press F3 anywhere to jump directly to the search bar.
• To search across all directories, use the global search window.

The global search automatically displays the contacts that match your search as you enter each new character.

• You can view the directory where the contact was found.
• You can double-click on the contact to move it to the directory and to the contact.

How do I see a contact's presence status?

If the contact has a phone with presence enabled, you can see its status.
The phone contact icon changes to match the phone's presence status. The vertical bar color of the contact also changes to match the presence status of the phone:

• Green: Available, Yellow: Ringing, Orange: Busy, Red: Do Not Disturb.
• And the presence status is shown below the phone number.

How can I answer a call on a contact's phone?

To pick up (intercept) a call ringing on a contact phone, right-click on the contact and select "Intercept".

What is the difference between local and external directories?

The application provides two types of directories: local and external.

• When a directory is local, it means that all the contacts in that directory are local to your company (company staff).
• Some directories are created manually or imported from CSV files, while others are loaded from an LDAP server, Office 365 contacts, or web servers.
• When you create a directory, you decide if it is a local or external directory.
• When you receive an incoming call, the caller's phone number is searched across all directories.
• If the caller is identified in a local phone directory, the call will be displayed in bold (in the call list and call logs).
• This helps you quickly identify if the caller is from the company.
• You can also decide to reject/forward anonymous or external calls in automatically:
  Settings > Incoming Calls.
• Contact's phone presence (extension monitoring) is also restricted to local directories.

How do I manage my personal directory?

• You can add a new contact by clicking on the directory icon and selecting "Contact" > "Add".
• You can also import all your contacts from a CSV file by clicking on the directory icon and selecting: Directory > Import. You can also add callers on the fly by right-clicking on an incoming call and selecting 'Add to'.
• You can edit a contact by right-clicking on it and selecting "Contact > Edit."
• You can remove a contact by right-clicking on it and selecting "Contact > Remove."
• When you create a directory, you decide if it is a local or external directory.
• You can add a new directory by clicking on the directory icon and selecting: Directory > Add.
• By default, new contacts' phones added to a local directory should have presence enabled.
• If this is not the case, you can enable it by right-clicking on a contact and selecting "Contact > Presence > Enable".

How can I handle multiple lines (multiple companies or services)?

• You can redirect multiple lines to the line used by the application.
• When an incoming call occurs, the application displays the caller's name in the incoming call list.
• You know before answering the call which company or service is being called.
• You can link a directory to a line by clicking on the directory icon and entering the line number in: Directory > Line.
• Once a directory is linked to a line, when you pick up a call destined for this line, that directory will become the top/front directory.
• You can also add a note to a directory by clicking on the directory icon and selecting: Directory > Note.
• This note may, for example, include instructions on handling calls intended for this company/service.

How does the CRM integration work?

To integrate your CRM, you need one that offers a web interface.

• Then enter its URL in Settings > CRM > CRM URL.
• If your CRM provides a URL with parameters to display a customer record by phone number, use that URL instead.
• Use '$' in the URL where you want the calling/called phone number inserted. Here is an example for HubSpot: https://app.hubspot.com/contacts/5551212/objects/0-1/views/all/list?query=$

  

• Once done, you will be able to right-click on a call and select CRM to display the caller/callee record in the CRM tab. When you receive an incoming call, the exact number dialled will be the search parameter.
• Using the CRM settings, you can also decide to display the CRM on call pick-up or automatically when a new call is received.
• It is essential to understand that the $ will be replaced by the phone number that is presented in UC Operator as the search term submitted to your CRM. 14035551212 and 4035551212 may appear to be the same local number from your perspective; however, according to the search, the two numbers are different. For example, the country code '1' was not added to the CRM for local numbers; as a result, the search did not find the contact. Once the contact was updated to include the country code "1," the contact was found.
• How do I find the web URL for your CRM? In most cases, when searching in the browser version of your CRM, the URL appears at the top of your screen. Take note of the URL.
• Let's say, for example, that Google is your CRM web interface. To display a search result for a 'word', the URL used by Google is: http://www.google.com/search?q=word. So to configure Google as your CRM tool, you need to enter the URL "http://www.google.com/search?q=$" in Settings > CRM > CRM URL. As you can see, the 'word' has been replaced by '$', which will later be replaced by the calling/called phone number before the URL is loaded or displayed. Now, for each call, a new right-click menu item "CRM" will be available, which, once selected, displays the Google search result for the calling/called phone number in the CRM window.
• For another real CRM example, you can create a trial account at Salesforce and use this CRM URL: https://eu1.salesforce.com/search/SearchResults?searchType=2&str=$&search=Search.

How can I handle call overflow?

You have several options for handling situations with an excessive number of incoming calls.

• You can limit the number of concurrent incoming calls. Extra calls will be rejected and forwarded to voicemail or another phone number.
• You can also set a delay before unanswered incoming calls are rejected to voicemail or forwarded to another phone number.
• You can also set a delay so that unanswered incoming calls ring until they are answered and put on hold.
• These parameters are available in: Settings > Incoming calls.

What is blind transfer queueing?

• You can enable blind transfer queueing by checking: Settings > Incoming Calls > Queue blind transfer when the target is busy.
• When enabled, if you blind transfer a call to a busy contact, the call will not be transferred; instead, it will be put on hold until the contact becomes available.
• The call will display which contact it is waiting for to be available.
• If you need to talk to the person waiting, you can double-click the tile to pick it up, then put it back on hold while you wait for the contact.
• When the contact becomes available, the application will wait for a configured delay and automatically transfer the call to the contact.
• This feature lets you focus on processing incoming calls without having to monitor or wait for contacts to become available for transfers. 

How can I control calls using the headset?

If you are using Chrome or Edge and have a USB headset connected, the application will prompt you to select it on startup.

Once selected, the application will allow the headset to control calls.

• You can pick up a ringing call or hang up an active call by pressing the headset button.
• If your USB headset supports it, you can also place an active call on hold and pick up the next available call (usually by holding the button for 2 seconds).
• Finally, if your USB headset supports it, the headset will ring when an incoming call is detected.

How can I control calls using the keyboard?

The shortcuts are configured to be used with the numeric keypad (with Num Lock set to OFF) or with the function keys.

• Up/Down/PageUp/PageDown/Home/End keys will let you move within calls.
• Up/Down/Left/Right/PageUp/PageDown/Home/End will allow you to navigate within directory contacts.
• Press the Clear key (the 5 key) or F5 to switch between incoming (or outgoing) calls and the directory.
• Press the Insert key or F6 to pick up or put a call on hold, or to call a contact.
• Pressing the Delete key or the F7 key lets you hang up a call.
• Pressing the plus key (or F8) will display the most logical transfer option through a menu, depending on where you pressed it and the number of active calls.
• You can validate the offered transfer by pressing Enter, changing it with the Up/Down keys, or cancelling it with the Escape key.
• You can press F3 to quickly move to the directory search field or F4 to move to the outgoing call bar.
• You can press F9 to either pick up the first ringing call, pick up the first call on hold, or place the active call on hold.
• You can press F10 to hang up the active call.

What is the format of the CSV file to import contacts?

• The file must contain Comma-Separated Values (not semicolon-separated).
• The CSV file must contain a header describing the columns.

The supported column names are:

• "lastname" - The last name.
• "firstname" - The first name.
• "company" - The company.
• "office" - The office.
• "department" - The department.
• "title" - The title.
• "note" - A note.
• "phone" - The phone number.
• "mobile" - The mobile number.
• "home" - The home phone number.
• "voicemail" - The voicemail number.
• "email" - The email.
• "xmpp" - The XMPP address.
• "calendar" - The calendar information.
• "web" - The web link.
• "presence" - Whether presence is enabled or not (true/false or yes/no or 1/0).
• "alert" - The alerts (a: available, r: ringing, b: busy, d: dnd, n: online, f: offline, s: sound).
• "picturetype" - The picture type (jpg/png/gif).
• "picture" - The picture encoded in base64.

To see an example, you can export a directory to a CSV file by clicking on the directory icon and selecting: Directory > Export > Download.