TelServer v1.7

TSWidget Guide

Contents

• Introduction
• Overview
• Tabs

Introduction

This document explains how to use TSWidget.

TSWidget is a widget dedicated to be embedded within a web page but it can be installed on the user's desktop. TSWidget allows you to control your desktop phone.

Overview

Here is an overview of TSWidget :

TSWidget is a floatable panel allowing :

• to minimize the widget using the "minimize window" button. It can be maximized again using the appropriate button.
• to drag the widget, maintaining the mouse pressed on the top bar, so that it can be moved everywhere in the page.
• to modify some options through the "Options" menu.
  • The "Detach" menu allows to detach the widget. The widget then appears in a new standalone browser window; it can be "attached" again to the main page.
    Warning : this feature requires that the browser enables popups for the web server.
  • The first time you enter the widget, you will have to open a session through the "Session" menu.
  • The "History" menu provides information on past calls: name and number of the other party, date, time and duration of the call as well as an indication about the call direction (incoming or outgoing) and if it has not been answered.This feature may not be available because it can be disabled by configuration.
  • The "Help" menu displays this page.
  • The "About" menu displays information about the version.

NOTES:

• some features may be disabled. For instance, if the TSWidget is detached, it cannot be minimized or dragged.
• if TSWidget is intalled on the desktop, a click on the top left icon opens a menu allowing the user to configure the desktop window, to close it making it visible only in the systray, or to quit the application.

The widget contains a status bar displaying information about the current situation. For a standard user, the status bar indicates the session status, whether a call has been received and not answered with a link to the history...

The user of TSWidget can also be an agent. An agent is a particular user belonging to a group of users treating calls for a service. An agent has got additional features to control his status within the group. These features are gathered in a menu in the status bar replacing the standard session status.

The menu allows the user to control the status:

• "ready": the agent is working for the service and is ready to accept calls from it,
• "not ready": the agent is working for the service but is not ready to accept calls from it (he may be away for a short time for example),
• "wrap-up": the agent has just ended a call from the service and is now busy processing some work concerning that call (filling appropriate information to keep track of the call for example),
• "logged off": the agent is currently not working for the service he belongs to,
• "logged on": the agent is working for the service. He may have to move to the ready state manually or will be moved automatically if the option is configured within the server.

Tabs

The "Call" tab

This is the main tab of the widget since this is the one that allows the desktop phone control.

The input zone allows you to enter a name ("call by name" feature) or phone number to place a call.

NOTE: the "call by name" feature may not be available because it can be disabled by configuration.

In the example below, an incoming call 0160127764 has been received by an agent who has consulted his colleague with phone number 8021.

The telephony buttons allow you to :

• "Call" someone,
• "Drop" a call,
• "Answer" an incoming call,
• "Hold" call (or "Retrieve" an hold call),
• "Transfer" a call:
  • If the call is not yet answered, this allows you to redirect it to another person,
  • If the call is already answered, this lets you transfer it without first speaking to the person you are transferring to (if you need to speak with the person first, consider using "Consult" first).
• "Consult" an other party: this lets you enter in communication with the requested party and you may further transfer the existing call or conference with the two parties,
• "Alternate" the communication,
• "Reconnect" to the party currently on hold (this drops the party in communication),
• "Conference" the call.

Optionally, information related to the call can be set by the web application or can be provided by the various company directories.

The "History" tab

This tab offers an history of the made and received calls.

Clicking on a record allows to call the other party back.

The "Session" tab

This is the tab where the user must enter his desktop phone number. The number to be entered here is the extension on the PBX. For example, your number on the PBX may be "8001", while your complete phone number, in France for example, is +33160158001.

The first time you open the widget, this number may not be present and you will have to enter it.

If your phone accepts several calls at a time, enabling multiple call appearances allows the widget to display and control all calls that may be present on the phone.

Once you click on the "Open" button, you will be registered and get control of your desktop phone.

"Close" the session ends the desktop phone control.