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.. _switchboard_usage:

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***********
Switchboard
***********
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.. note::
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  This section describes the Switchboard application features. It is available as a web application from your
  Web Browser.
  Currently it is not available as a desktop application.
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**What is the Switchboard application ?**

Switchboard is a Web application for switchboard operators.
It is designed to handle the call flow of a company switchboard:

* see current incoming calls,
* answer incoming calls,
* easy search/transfer to user of the company
* being able to put calls in hold
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All these actions can be used through keyboard shortcuts.
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.. important::

  You need to follow the :ref:`switchboard configuration section <switchboard_configuration>` to be able to use the switchboard application.

.. contents::


Login
=====
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The user can connect to the Switchboard application using https://YOUR_HOST/popc.
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Answer an incoming call
=======================
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When the switchboard receives a call, the new call is added to the *Incoming Calls* list on the top right
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and the phone starts ringing. The ccagent panel displays the client history tab of the person who is calling.
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.. figure:: switchboard-incoming-call.png

The operator can answer this call by:
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* clicking the *Answer* button on the left side, from the *CCagent* frame.
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* Pressing the *F3* key.
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Once the call has been answered, it is removed from the incoming calls list and only
displayed in the *CCagent* frame on the left side.
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Hangup a Call
=============
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The switchboard operator can hangup its current call by:

* clicking the *Hangup* button in the call control
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* Pressing the *F4* key.
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Handle Current Call
===================
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Once the call has been answered and placed in the current call frame, the operator has 3 choices:

* transfer the call to another user
* put the call on hold by transferring it to the hold queue
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* retrieve the call from the hold queue
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* end the call using the *Hangup* button
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Transferring a call
-------------------

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When the switchboard operator has answered the call, they can transfer it by making either an attended transfer or a direct transfer to a user.

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Attended transfer to a user
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^^^^^^^^^^^^^^^^^^^^^^^^^^^
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To make an attended transfer the operator can :
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  * dial a number in the search bar and press Enter
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  * call a number from the search result
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Then complete the transfer by either:

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  * clicking the *transfer button* from the ccagent call line
  * pressing the *F7* key

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Direct transfer to a user
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^^^^^^^^^^^^^^^^^^^^^^^^^
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To make a direct transfer the operator can :
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  * dial a number in the search bar and press the *F8* key
  * search for a user and click the Direct Transfer button from the search results
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Putting a call on hold
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----------------------
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The switchboard operator can put a call on hold by :

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* clicking the *Hold* button (*hourglass* icon) in the call control
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* pressing the *F9* key
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.. figure:: switchboard-putting-call-on-hold.png

When placing the call on hold, it will be removed from the *Call control* frame and displayed in the *Calls on hold* list on the bottom right.
The time counter shows how long the call has been on hold. The calls are ordered from the oldest to the newest.
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In the example below, the switchboard operator put two calls on hold and can now answer the incoming call that is currently ringing.
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.. figure:: switchboard-calls-on-hold.png
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Retrieving a call on hold
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=========================

After a call was put on hold, the switchboard operator can retrieve it.

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To retrieve a call on hold you need to hover the call you want to retrieve and click on the "play" icon:

.. figure:: switchboard-retrieve-holded-call.png
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Note that you can chose which call you want to retrieve (i.e. you can retrieve the third one before the first one).
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.. _switchboard_kbd_shortcuts:

Keyboard Navigation
===================

.. note:: The same shortcuts as the ones defined in CC Agent are available in the switchboard : see :ref:`CC Agent shortcuts <uc_agent_shortcuts>`

In addition, the switchboard allow you to navigate in the hold queue calls list using **Pageup** and **Pagedown** keys, and to retrieve a call by pressing **Enter**.

It also has two exclusive keybindings :

- **F8** to **complete a direct transfer** the current ongoing call to the phone number in the search bar

- **F9** to **send to hold queue** the ongoing call


Chat
====
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The switchboard operator can use the chat to start a conversation with an UC Assistant user or another switchboard operator.
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For more information about available chat features you can refer to :ref:`uc-assistant_chat`
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.. figure:: switchboard-chat.png
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Common features with CC Agent
=============================

The switchboard shares some of the CC Agent features:

* History - see :ref:`agent_agent_history`

  .. important:: the Switchboard call history returns a maximum of 100 entries (instead of 20 entries in CC Agent).
* Search - see :ref:`CC Agent Search <agent_search>`
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  .. important:: the Switchboard search result adds the possibility

    * to start a Chat conversation to another user of the system
    * to do a direct transfer when having an ongoing call

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* Agents - see :ref:`agent_list`
* Callbacks - see :ref:`agent_callbacks`
* Customer Info - see :ref:`agent_customer_history` and :ref:`agent_customer_context`
* External Directory - see :ref:`agent_external_directory_feature`