.. _switchboard_usage: ***************** Switchboard Usage ***************** .. warning:: The :ref:`switchboard configuration ` must be completed before using the switchboard. This includes : * Device, User, Agent and Queues configuration (see above), * Directory xlet configuration (see :ref:`directory-xlet`) If it's not the case, the user must disconnect his XiVO client and reconnect. Be sure to read the :ref:`limitations ` before using the switchboard. The XiVO Client Switchboard Profile ----------------------------------- When the user connects with his XiVO Client, he gets the Switchboard profile. .. figure:: images/xivoclient-answering.png 1. *Current Call* frame 2. *Answer* button 3. *Call* button 4. *Blind transfer* button 5. *Attended transfer* button 6. *Hold* button 7. *Hangup* button 8. *Incoming Calls* list 9. *Waiting Calls* list 10. *Directory* Xlet 11. *Dial* Xlet .. note:: If you don't see the Switchboard Xlet, right-click on the grey bar at the right of the *Help* menu and check *Switchboard*: .. figure:: images/enable-switchboard.png The operator can login his agent using a function key or an extension to start receiving calls. Call flow --------- Answering an incoming call ^^^^^^^^^^^^^^^^^^^^^^^^^^ When the switchboard receives a call, the new call is added to the *Incoming Calls* list on the left and the phone starts ringing. The user can answer this call by: * clicking on any call in the list * clicking the *Answer* button * pressing the *Enter* key .. note:: The XiVO Client must be the active window for the keyboard shortcuts to be handled The operator can select which call to answer by: * clicking directly on the incoming call * pressing *F6* to select the incoming calls frame and pressing the up and down arrow keys Selecting a call to answer while talking will not answer the call. Once the call has been answered, it is removed from the incoming calls list and displayed in the *Current Call* frame. Making a Call ^^^^^^^^^^^^^ The switchboard operator can do the following operations: * Press the *Call* button or press *F3* * Search for the call destination in the directory xlet * Press to confirm the selection and start the call Hanging Up a Call ^^^^^^^^^^^^^^^^^ The switchboard operator can hang up its current call by either: * Clicking the *Hangup* button * Pressing the *F8* key If the operator has placed a new call via the *Directory* or *Dial* xlet and that call has not yet been answered, he can cancel it in the same way. Distributing a call ^^^^^^^^^^^^^^^^^^^ Once the call has been answered and placed in the current call frame, the operator has 3 choices: * transfer the call to another user * using the *Blind transfer* button or the *F4* key. * using the *Attended transfer* button or the *F5* key * put the call on hold using the *Hold* button or the *F7* key * end the call using the *Hangup* button or the *F8* key. Transferring a call ^^^^^^^^^^^^^^^^^^^ Transfer buttons allow the operator to select towards which destination he wishes to transfer the call. This is made through the *Directory* xlet. For defails about the xlet *Directory* usage and configuration see :ref:`directory-xlet`. Once the destination name has been entered, press *Enter*. If multiple destinations are displayed, you can choose by: * double-clicking on the destination * using *Up*/*Down* arrows then: * pressing *Enter* * pressing the transfer button again Blind transfers are straightforward: once the call is transferred, the operator is free to manage other calls. Attended transfers are a bit more complicated: the operator needs to wait for the transfer destination to answer before completing the transfer. In this example, the operator is currently asking *Bernard Marx* if he can transfer *Alice Wonderland* to him. .. figure:: images/xivoclient-transferring.png 1. *Complete transfer* button 2. *Cancel transfer* button 3. Transfer destination filtering field (xlet *Directory*) 4. Transfer destination list (xlet *Directory*) Once the destination has answered, you can: * cancel the transfer with *F8* key * complete the transfer with *F5* key .. note:: The operator can not complete an attended transfer while the transfer destination is ringing. In this case, the operator must cancel the attended transfer and use the *Blind transfer* action. Putting a call on hold ^^^^^^^^^^^^^^^^^^^^^^ If the user places the call on hold, it will be removed from the *Current call* frame and displayed in the *Waiting calls* list. The time counter shows how long the call has been waiting, thus it will be reset each time the call returns in the *Waiting calls* list. The calls are ordered from the oldest to the newest. Retrieving a call on hold ^^^^^^^^^^^^^^^^^^^^^^^^^ Once a call has been placed on hold, the operator will most certainly want to retrieve that call later to distribute it to another destination. To retrieve a call on hold: * click the desired call in the *Waiting calls* list * with the keyboard: * move the focus to the *Waiting calls* list (*F9* key) * choose the desired call with the arrow keys * press the *Enter* key. Once a call has been retrieved from the *Waiting calls* list, it is moved back into the *Current Call* frame, ready to be distributed.