The switchboard configuration must be completed before using the switchboard. This includes :
- Device, User, Agent and Queues configuration (see above),
- Directory xlet configuration (see Directory Xlet)
If it’s not the case, the user must disconnect his XiVO client and reconnect.
Be sure to read the limitations before using the switchboard.
The XiVO Client Switchboard Profile¶
When the user connects with his XiVO Client, he gets the Switchboard profile.
- Current Call frame
- Answer button
- Call button
- Blind transfer button
- Attended transfer button
- Hold button
- Hangup button
- Incoming Calls list
- Waiting Calls list
- Directory Xlet
- Dial Xlet
If you don’t see the Switchboard Xlet, right-click on the grey bar at the right of the Help menu and check Switchboard:
The operator can login his agent using a function key or an extension to start receiving calls.
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
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 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.
- Complete transfer button
- Cancel transfer button
- Transfer destination filtering field (xlet Directory)
- Transfer destination list (xlet Directory)
Once the destination has answered, you can:
- cancel the transfer with F8 key
- complete the transfer with F5 key
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.