After logging into PBX, Dashboard will be displayed as default page. In top of the page is placed static panel which is key for processing activities - using static panel, agent can log to into extension and queues, set user profile, display audit and batch and log out from extension, queues and PBX. Some of these functions are described below - in more detail is everything described in basic controls.
Logging to ready state (clicking on the button Go ready)
This point does not apply to users who have set up static login.
Without logging to ready state is not possible to process activities.
The button Go ready can be found in the top-right corner. After clicking on this button (without choosing the extension) is possible to process non-call activities. If you want to log into the extension, click on the button representing number of queues to which is agent logged to. Then will be opened window in which is possible to choose extension (before choosing device is possible to log only into non-call queues). After choosing extension (device), click on the button Ok. After that will be agent logged into extension and it will be possible to process call activities also (after logging into call-queues).
1 - after clicking on this button will be opened window in which is possible to choose extension and queues to which will be agent logged to.
Static panel → button displaying number of queues to which is agent logged
1 - after clicking on this button is possible to select device (and extension at the same time) and after clicking on the button Ok (button is placed next to this button) will be agent logged to device (and extension),
2 - after clicking on this button is possible to unset device,
3 - to this field write number to which will be temporarily forwarded calls from and to PBX.
It is also possible to choose device (and extension at the same time) even before clicking on the button Go ready. If in agent's detail is set dynamic choose of devices and not set static login, it is possible to select device already on the static panel (select device after clicking on the button Select device which is in this case placed right next to button Go ready) just after logging to the PBX.
Static panel → button Select device
1 - after clicking on this button will be displayed list of applicable devices
2 - after selecting device click on this button (not necessary to select device)
3 - it is also possible to search fast among devices
If you successfully logged to the ready state, design of static panel would be changed which is described on following picture.
1 - after clicking on this button is possible to make outgoing call,
2 - after clicking on this button is possible to send email,
3 - after clicking on this button is possible to send SMS message (or start new SMS chat),
4 - after clicking on this button is possible to send new messenger message (or start new messenger chat),
5 - after clicking on this button is possible to choose pause (or to interrupt already ongoing pause),
6 - displays number of waiting activites (their current number is also displayed),
7 - displays number missed calls (their current number is also displayed),
8 - displays number of queues to which is agent logged,
9 - under username of agent is displayed number of extension to which is agent logged (and after clicking on this button is possible to display audit and batch, user profile, switch to unready or log-out from PBX).
Ready state is distinguishing between two cases:
- processing only non-call activities - agent can be only in ready state (withnout necessity of selecting device)
- processing non-call and call activities at the same time - agent has to be connected to device
After clicking on the symbol of pause will be opened list of pauses. It is possible to choose between paid and unpaid pause or cancel ongoing pause by clicking on the button No pause. Some pauses are activated and deactivated automatically and agent can not activate them manually.
Choose pause by clicking on it. Then will be displayed name of the pause next to the symbol of pause. Above name of pause is started counting of elapsed time of pause.
Logging to queues, setting call forwarding number
After clicking on the button symbolizing outgoing and incoming comunication will be opened window with list of queues. In this list is possible to choose queues to which will be agent logged (if agent is not logged automatically). To the field Call forwarding number write phone number to which will be temporarily forwarded calls (e.g. due to your absence near the SIP device). This in practice means that if client wants to speak to you directly but you are not available at your SIP device, the call will be forwarded to phone number entered to the field Call forwarding number previously.
In the window is also possible to filter queues or log out from extension.
Dashboard -> Log in / log out from queues
1 - if this symbol is shown here, it means that agent is logged in statically to the SIP device (can be configured in Manage → Users → List of Users → detail of the user → field Devices), i.e. agent can not logout himself (and is logged to the SIP device automatically right after login to the PBX),
2 - to this field write phone number to which will be forwarded calls from and to PBX,
3 - after writing number to the field, update and activate it by clicking on this button,
4 - filter of available queues,
5 - choose one outgoing queue to which you want to log.
After agent logged to the ready state, in static panel will be displayed symbol of phone, symbol of envelope, symbol of bubble and symbol of messenger chat. Logging to incoming and chat queue will not affect design of static panel. Functions of these symbols are described below.
1 - symbol of the phone by which is possible to dial numbers (call from outgoing queue),
2 - symbol of the envelope by which is possible to send emails,
3 - symbol of bubble by which is possible to send SMS messages (or start SMS chat),
4 - symbol of messenger chat by which is possible to send messenger message (or start messenger chat).
After clicking on symbol of the phone will be displayed window in which is possible to enter and dial phone number. How to handle incoming call or answer the chat can be found on the page Basic controls.
Static panel → button New call
1 - to this field write phone number which you want to dial and then click on the button Call (after writing at least first three digits will be displayed phone numbers saved in CRM module with matching first three digits)
2 - after clicking on this button will be displayed list of agents and their current state
After clicking on the activity symbol will be displayed number of waiting activities. New waiting activity will be created (for example) when agent is not logged to the incoming queue but client is currently calling to this incoming queue. In this case will be displayed other notification than usual.
1 - new waiting activity.
After clicking on the activity symbol can be also displayed missed calls. Number of missed calls is shown by the number placed after the slash next to the activity symbol. New missed call is created in case that client is trying to call to the PBX, enters incoming queue but no agent will answer the call.
1 - new missed call
After clicking on the name of user will be displayed menu in which is possible to set profile of currently logged user, display Audit and Batches, switch to unready or log-out from Daktela PBX. More informations about user's setup can be found on the page Basic controls.
Dashboard -> User's setup
1 - after clicking on this button will be displayed profile of currently logged user
2 - after clicking on this button will be displayed page Audit and Batches
3 - after clicking on this button will be user disconnected from extensions and queues
4 - after clicking on this button will be user logged out from PBX