Calls #

The calls view provides details about calls which are in progress at the user's devices or softphone. Where available, users will be able to control the call directly from the screen.

info
When running in softphone mode, only calls at the softphone will be displayed in the calls view. When running in deskphone mode, calls at any of a user's devices will be displayed.

Dial-pad #

The dial-pad is available when the user's devices are idle or can be toggled on during a call to enter DTMF when accessing voicemail or other interactive services.

Number can be entered via mouse clicks, touch screen (hardware allowing) or by simply using the keyboard's number pad while the dial-pad is on screen.

tip
While numbers dialled on the dial pad, it is quicker to enter a number into the Search or Dial text box and click 'Enter' to dial.

History #

The History area provides details off all calls which you have been involved in, this will include calls made/received on any of your phone system devices. Outgoing calls and incoming calls which were answered are displayed in black, missed incoming calls are displayed in red.

Depending on the type of call, the icon and font colour will vary:

Icon	Call Type
	Outgoing call
	Incoming call
	Missed call, an incoming call that wasn't answered
	Unanswered call, an incoming call that was answered by someone else, but not by you

To redial any call in the history, simply click on the call icon on right of the history entry.

Filtering & Searching #

The filter icon above the history lists provides a quick way to switch between different call types; All Calls (Default), Missed, Dialled & Received.

The search bar at the top of the application can also be used to filter the history items displayed in the grid, just enter 3 or more numbers/characters to initiate a search.

Recording Playback #

If call recording is enabled on your system, any calls that were recorded should be displayed in the history with a play icon just before the call icon on the right of the entry. Clicking on this icon will launch your default browser with a URL which takes you directly to the Call Session view for this call.

From the call session view you can view additional information about the call and also play back any recordings associated with the call.

note
If you are not already authenticated with the ~.Dimensions.~ portal, you will need to when first clicking a playback link. Once you are authenticated, subsequent playback requests will not prompt for credentials while the access token is valid.

info
In order to access call recordings, you need to have been assigned the correct permission on the ~.Dimensions.~ portal. For more information, please contact your administrator or refer to the ~.Dimensions.~ portal documentation.

Call Control #

Depending on the mode of operation (Deskphone or Softphone), the controls available to the user will differ. The table below outlines all the call control operations available in each mode:

Contact Matches #

If an external call is in progress, any contact matches made by will be shown to the user on the calls view. Users can then access specific contact information by clicking on the 'Info' tab or directly open a CRM record for the contact if the screen-pop option is displayed.

tip
The screen-pop option will only be displayed if the screen-pop URL has been configured against the directory which the match contact belongs to.

Live Call List #

If there is more than one call at a user's devices the 'Live Calls' list will be exposed. This provides details of all the calls the user is involved with.

When in softphone mode, users can switch easily between calls using the primary call control option for each call in the list.