Configuration

User Configuration

To add a user, go to 'Settings', 'User Settings', and 'Add User'.  All fields are mandatory except for 'Notes'.  The extension is needed since some functions such as supervising, hold, parking, etc requires the user's extension number to function properly.


Pending Calls

The top pane of OpenQview shows the pending/ unconnected (on hold) calls ringing into the call center.  Calls are color coded depending on how long they have been on hold.  The colors can be configured by going into 'Settings'.

Redirecting a Pending Call

Right click on any of the pending calls to redirect it to the various queues.


Connected Calls

The bottom pane of OpenQview shows the the connected calls.  Calls are color coded depending on how long they have been connected.  The colors can be configured by going into 'Settings'

Supervising a Connected Call

Click on the icon next to a connected call to supervise a call.  After confirming that you would like to supervise the call, your extension should ring and you should be able to hear the ongoing call upon picking up your phone.

Hanging up a Connected Call

Click on the icon next to a connected call to hangup a call.


Agent Panel

The Agent Panel is located on the right hand side of the OpenQview browser window and lists the agents and their call taking status. 

  • A green circle indicates that the agent is available to take a call
  • A yellow circle indicates that the agent's extension is ringing
  • A red circle indicates that the agent is on a call and is unavailable

 

Breaks

When agents take their breaks, the following icons will show up on the agent panel:

- on restroom/ snack/ lunch break

   - technical issues

  - meeting/ training

  - dispatching duties

  - other break reasons

 

Agent Panel Context Menu

Right clicking on an agent in the agent panel will bring up a context menu:

  • Put on break - Puts the agent on a break.  The user will prompted to enter a reason for the break.
  • Take off break - Takes the agent off break
  • Add to all queues - Adds  the agent to all asterisk queues
  • Remove from all queues - Removes the agent from all asterisk queues

The context menus also lists all the asterisk queues.  If the agent already belongs to the queue, a green checkmark is displayed next to the queue name (see below).  To remove the agent from that queue, click on the queue name/ number.  The same applies when adding the agent to a queue that he/ she is currently not assigned to.  Click on the queue and the agent will be added to that queue.


Broadcast Messages

OpenQview administrators can send a broadcast message to all active browsers running OpenQview by going to 'Settings', 'Broadcasts', and 'Add Broadcasts'