The Extension page lets you make calls, view your previous calls and their details, add tags to calls, and transfer active calls.
Menu path: Extension (main menu)
Sound settings
Every time you open the Extension page, the sound settings pop-up shown below appears.
Select your audio input (microphone) and output (speaker or headphone) device in the settings section.
To check that the microphone is working, click the microphone icon and watch the sound animation move as you speak.
Click Test Audio to test your headset; you will hear a beep.
Enable or disable echo cancellation with the toggle switch.
Adjust the volume and save to apply the settings.
Previous calls
The page lists your previous calls and their details, such as the calling and called numbers, the call duration, the queue name, and the tag, if one has been added.
To add a tag to a call, click Add Tag. If a tag has already been added, its name appears under the Tag heading and the Add Tag button next to it is disabled. The email address of the agent who added the tag is shown under Tagged by.
Use the search bar to filter the previous calls list and narrow down the results.
Making a call
To make a call, type the number you want to call in the search box and click the call button.
You can also click Contacts to display your saved contacts and call one of them.
Transferring a call
To transfer the active call, click the Transfer icon next to Call. Two transfer methods are available for the options below:
Consult: You speak to the other party before completing the transfer.
Blind Transfer: The call is transferred directly, without speaking first.
Direct number
The first option is transferring the call to a Direct Number.
Queues
Click Queues to transfer the active call to the desired queue.
Agents
You can transfer the call to an agent by choosing either Consult or Blind Transfer.
Contacts
You can transfer the active call to a contact registered in the phone book using either of the same transfer options.
IVR
You can also transfer the active call to any IVR.
