Show Call Waiting Window

The "Call Waiting" window displays in the lower left corner of the browser.

Status:

Shown in flexible colors:

• Gray (pause): The agent is temporarily suspended.

• Green (unpause): The agent is ready to listen to the call.

• Orange (ringing): The call is ringing on the agent.

• Red (connected): The agent is connecting to the client.

Zoom in/out:

Click on the title bar to maximize or minimize the window.

(1): Name agent_id login.

(2): Display "Ready" if the agent is ready (ready to receive calls), or display the reason for suspending work/receiving calls if the agent is on pause.

(3): Shows the number of pending calls.

(4): The button to close the "Call Waiting" window, which can be reopened by clicking the "Show CW" button on the XAD Extension.

Login and call information:

• Extension: the number of extensions the agent is using with icons.

  • : The extension has been registered successfully.

  • : Extension failed to register successfully. At this time, the agent cannot receive calls and cannot make outbound calls.

• Queues: queue name.

• DID: the number used to call out / call in.

• From/To: phone number calling out or calling in (customers) with an icon.

  • : call in.

  • : call out

• Copy: Copy the phone number.

• Duration: talk time.

• View Agent History: displays the history of the agent calls made. When clicking here, the call history will be displayed as a new window.

• View Phone History: display the call history of the last connected or recently connected phone number.

Call summary:

• Total Call: Total calls connected and not connected IN/OUT (calling in/out).

• Answer: Total calls connected IN/OUT (calling in/out).

• UnAnswer: Total connect call failed IN/OUT (call in/call out).

• Total Pause: Total pause time.

Call waiting:

When there is a call, the "Call Waiting" window will change state, notifying the agent that there is an incoming call with flexible colors, and "notifications" appear on the screen.

If the agent is not working on the tab of the CRM, a notification will be displayed in the lower right corner of the screen to notify the agent that there is an incoming call.