Once you log in to the system, please click "Extension" on the menu, then you will be directed to the page. You can carry out various actions via this particular page such as making call, displaying previous calls and adding tags.
Every time you click "Extension" Page, the pop-up as it can be seen in the image below shows up and you can test by selecting the audio input (microphone) and output (speaker/headphone) device from the settings section. If the microphone is working properly, click on the microphone icon and observe the animated sound animation. Click the "Test Audio" button for the headset and you will hear a beep sound. Echo cancellation can be either enabled or disabled by toggle switch. Finally, adjust the volume and then save to finalize it.
You can display previous calls and details within this context. Number calling and called, duration, queue name and tag if there is any are some of the details that you can observe in this regard.
You can add tag to the desired call by pressing "Add Tag". If tags are added already, name of the tag added will appear under “Tag” title and “Add Tag” button next to it will be disabled. Mail of the agent tagging it can be seen from the title named "Tagged by".
Results in previous calls can be refined by availing search bar and it enables you to have more tailored results.
In order to make a call, type the number you want to call in the search box. Start the call by clicking the call button.
By clicking Contacts, you can also display and call the saved ones.
After clicking "Transfer" icon next to "Call" to transfer the active call, you will be seeing various options within this context. One of which is transferring via "Direct Number".
You can transfer via Consult option that you will be transferring by talking. Blind transfer, on the other hand, allows you to transfer to the number directly without need of talking.
You can transfer the active call to the desired queue by clicking Queues.
You can transfer the call to the agents by choosing either Consult or Blind Transfer in this regard.
You can transfer the active call to the contacts registered in the phone book by again choosing one of the aforementioned transfer options.
Last but not least, you can transfer the active call to any IVR desired.
