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Call Panel


 

Loggin In

  • You log into Call Panel by having the End User login to the Client Login with the Username and Web Interface Password you set up for each user of the system
  • They will log in to your Clearly Cloud Login URL provided to you at Location Creation time, such as https://w.clearlyip.cloud or whatever the URL was for your location.
  • From here you can click on the Call Panel tab and be directed into Call Panel

Overview

  • Using the Main Navigation Bar across the top of the screen, you can access all Call Panel features.

  • Some features may not be enabled for your login. Make sure to contact your Client PBX Administrator if something is documented here but does not work for you. Most likely, it is because you do not have permissions for that feature or action.

Users

  • Upon logging into the Call Panel, you will see the main Users page. This page will display all users you wish to make visible on your Dashboard. Here you can view other users' status, listen to active calls, and make calls directly to other users.

Add and Remove Users

  • To add users to your Dashboard, click on the round blue and white image on the screen's top left-hand side, directly under the red Sign Out button.
  • This will open up a sidebar that displays all users you can add to your User dashboard. To the far right of each name, you will see an image of a grayed-out eye with a line through it.
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  • This means the User is not in your Dashboard. Click on that image to add a user to your Dashboard. To remove a User from the Dashboard, click the green image of an eye.

    • Once you have all the users you want on your Dashboard, click the arrow on the sidebar's top right side to close it.

    See current user statuses

    • Each User's display card shows a circle next to the User's extension number that lets you know if they are online or not. An online user will show a green circle next to their extension number.
    • An offline user will have a white circle next to their extension number and a display under their name that says User is offline.

    Checking Voicemail

    • On the display cards, you will see an envelope in the bottom left corner. If you have a voicemail, it will display the number of voicemail messages you have. You can also direct a call to a user's voicemail by clicking it in Call.

    Listen to Active Call

    • To listen in on other users' active calls, you can click on that User's display card's headphones icon. 
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    Calling a User

    • To call another user directly, click on the phone icon of that User's display card.

    Queues

    • To the right of Users on the Main Navigation Bar is Queues. Here you see queue groups and statistics on all active queues.

    Add and Remove Queues

    • To add a queue to your queues Dashboard, click on the sidebar icon on the left.
    • This will open up the sidebar to display all the queue groups. Click on the grey eye icon to add a queue group to your display.
    • To remove a queue from your Dashboard, pull the sidebar out and click on the green eye icon.

    Queue Statistics

    • Now that you have some queue groups displayed, you can see general statistics for all queue groups. Up top, you can see how many callers are on the phone and how many are waiting.
    • You can see a total of both completed calls and abandoned calls.
    • You can also view the total number of agents online and if any are paused or unpaused.
    • You can also see general statistics for each specific queue group on your Dashboard.

    Viewing a Queue

    • To view a specific queue group, click the icon to the right of the queue group's name.
    • This pulls out a sidebar to the right that shows you the queue group's real-time information.
    • Under Agents, you can see all agents in that queue.
    • Clicking on the green person icon next to their name will pause the agent.
    • Clicking on the yellow person icon next to their name will unpause the agent.
    • Under the agent's name, you can see if they are set to ignore, busy, or ring in use. You will also see their total calls taken and delay time.
    • Next to the Agents tab is the Call tab. Here you can view all active calls happening in that queue group.
    • Just above the Calls tab are options to pause and un-pause all users in the queue group. There is also the arrow icon the hide the queue details slideout.

    Conferences

    • Just after Queues on the Main Navigation Bar is Conferences. Here you can view your personal conference room and any others you may be a part of.

    Add and Remove a Conference

    • To add a conference room to your Conferences dashboard, click on the sidebar icon on the left.
    • This will open up the sidebar to display all the Conferences. Click on the grey eye icon to add a Conference Room to your display.
    • To remove a Conference from your Dashboard, pull the sidebar out and click on the green eye icon.

    Conference Display Card Information

    • For each conference room you have on your Dashboard, you will see a conference display card. The top of each card displays the conference room name and gives you the option to call into that conference directly and invite other users to join the conference. It also has an icon that will show you how many users are present in that conference.
    • On the conference display card, you will also see information for the conference, such as the extension to dial to reach that conference, the max capacity of members allowed in the conference, and a listing of all callers present in the conference. Using that list, you can mute and even kick-out specific users from the conference. You will see your user PIN to give users you want to invite into the conference on your conference display card.
    • If the Conference Room has one or more callers in the room, the Details button will be Dark Grey and you can click on it to see the details of the callers in the Conference Room and mute, unmute or kick out any of the users.
    • Press the Orange X Icon next to the Caller you want to kick from the room.

    • Press the Green Microphone Icon next the the Caller you want to mute in the room

    • Press the Red Microphone Icon next the the Caller you want to Unmute in the room

    Voicemail

    • Next up on the Main Navigation Bar is Voicemails. Here you can listen to your voicemails, transfer or delete them, and adjust voicemail settings. As voicemails come in, they are shown on their own display cards.

    Listen to a Voicemail

    • To listen to voicemail, locate the voicemail’s display card you wish to listen to and hit the Play Button.
    • This opens an embedded audio player and lets you listen to the voicemail.
    • Pressing the three dots icon will give you the option to download the voicemail file.

    Voicemail Options

    • In each voicemail display card, on the bottom right, you will see a series of options.

      • Use the trashcan icon to delete the voicemail. 

      • Use the envelope icon to mark the voicemail as read and move it to old messages. 

      • Use the paper icon to transfer the message to another user. 

      • Use the green phone icon to call the person who left you the voicemail back.

      Voicemail Settings

      • Open the Voicemails sidebar by clicking on the Gear Icon on the upper left-hand side.
      • Under settings, you can set up how you want your voicemails to be processed.
        • Email address: Set an email address for voicemail notifications to be sent to
        • Pager email address: Set a pager/mobile address to send voicemail notifications to
        • Voicemail Pin: Set the password for your voicemail box. The password can only be numeric.
      • You can also set these additional settings:

        • Email Attachment toggle: Toggle on to send a recording of the voicemail to your email

        • Play Envelope Toggle: Toggle on to have the date and timestamp of the Call read off before playing the message

        • Play CID toggle: Toggle on to have the Caller ID of the calling party read off before playing the message

        • Delete Voicemail toggle: Toggle on to delete voicemails from your voicemail box after sending them off in an email

        Voicemail Greetings

        • Next to Settings is the Greetings tab. Here you can set, upload, and record your greetings straight from the Call Panel.
        • From here, you can upload or record the following greetings:
          • Name Greeting: Record just your name to be read off in a generic voicemail greeting
          • Busy Greeting: Create your voicemail greeting for when you are on the other line
          • Unavailable Greeting: Create your voicemail greeting for when you are unavailable

        CDRS

        • After Voicemails, we have CDRs. Here you can adjust the date range to show calls/call details between a given time.
        • You will see all inbound and outbound calls related to your user here.
        • For each call record you have the following actions:
          • Download - The download button will let you download the call recording for the call if recorded.
          • Play - The Play button will let you play the call recording from a embedded audio player in your browser if the call was recorded
          • Call Back - Will call the person back from within Call Panel Soft Phone

        Settings

        • Just after CDRs on the Main Navigation Bar is Settings. In settings, you can set your Call Forwarding options, set up your Follow Me, and toggle your DND and Call Waiting functions.

        Call Forward

          • Call forwarding will allow you to redirect all calls to a number you set. Just toggle the Call Forward option on, put in the forwarding number, and hit Save Changes.

          Follow Me

          • Follow Me settings enables incoming phone calls to be received at different locations on different phones. First, toggle the Follow Me toggle on.
          • Use Confirmation can be toggled on or off. Toggle it on if you will be sending calls to external numbers whose voicemail may pick up. When enabled, it will require you, after answering the Call on your remote phone, such as your Mobile, to press 1 to be connected with the caller.

          • CLID Prefix is a short prefix you can set that will be prepended to the Caller ID Name
          • Ring first timeout is a timer you set for how many seconds you want it to ring directly to your main extension before rolling over to the Follow Me list.
          • Ring all numbers timeout is the Max amount of rings to everything on the Follow Me list before rolling over to your voicemail.

          • At the bottom, you can see your Follow Me list. You can add local extensions or external numbers. Be sure to click ADD after each entry.

          Do Not Disturb and Call Waiting

          • Use the toggle to turn Do not Disturb on and off.
          • Use the toggle to turn Call waiting on and off. When call waiting is on, you can receive a second call while on the phone. When call waiting is off, the second Call will go straight to your voicemail.

          Call Panel Soft Phone

          • Next to Settings on the Main Navigation Bar is a status bar that will be green and say Online with a phone next to it.
          • To access the SoftPhone, click on that green Online Phone bar, and the phone will pop up.
          • Use the number pad to dial the number you are looking to call and hit the green phone icon at the bottom to dial. You can also open up a dial pad using the icon with the dots. You can also call your voicemail box by clicking on the envelope. To view call history, click on the phone icon to the right of the envelope, and your call history will pop up in a box there. 
          • While on a active SoftPhone Call, you have different action buttons to control that active Call, as shown here.



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