Overview
The Operator Panel is an integrated call management console available in the Virtual-Call UC Client (Web and Desktop). It is designed for receptionists, office managers, and anyone who needs to handle, transfer, and monitor a large number of calls efficiently. Instead of managing calls from a desk phone, the Operator Panel provides a visual interface where you can manage all incoming and outgoing calls with a simple click or drag and drop.
The Operator Panel combines a call console, extension list, ring group list, queue list, parking slot list, and group voicemail list into a single view — giving you real-time visibility into call activity, extension status, and more.
Prerequisites
- Virtual-Call UC Client (Web Client or Desktop Client) installed and logged in.
- The system administrator must grant Operator Panel access to your extension.
- Specific permissions are required for advanced operations (see Permissions below).
Access the Operator Panel
- Log in to the Virtual-Call UC Client (Web Client or Desktop Client).
- In the left navigation bar, click Operator Panel.
The Operator Panel opens with the call panels and extension lists visible.
Layout
The Operator Panel interface is divided into the following areas:
| Area | Description |
|---|---|
| Inbound & Internal Calls | Displays real-time information about inbound and internal calls for you and your group members: caller, callee, status, duration, and details. |
| Outbound Calls | Displays real-time information about outbound calls for you and your group members: caller, callee, status, duration, and details. |
| Extension List | Shows extensions in your group/department and shared groups. Hover over an extension to see presence status and voicemail status. You can add frequently contacted extensions to a Favorites list (right-click > Add to Favorites) and customize which groups are displayed. |
| Ring Group List | Shows ring group member statistics: number of available members and total members. |
| Queue List | Shows agent status statistics for each queue: number of available agents and total agents. |
| Parking Slot List | Displays the status of each parking slot (number). Parked calls can be retrieved from here. |
| Group Voicemail List | Displays group voicemail status, including name, number, and message counts. |
Extension Presence Icons
The Extension List displays a presence icon for each extension. The following statuses are available:
| Presence | Description | |
|---|---|---|
| Available | The user is online and ready to receive calls. | |
| Busy | The user is currently in a call. | |
| Away | The user is currently away from office. | |
| Do Not Disturb | The user does not want to be disturbed and will not receive calls. | |
| Business Trip | The user is currently on a business trip. | |
| Lunch Break | The user is currently on lunch break. | |
| Off Work | The user is currently off work. | |
| Unavailable | The user's extension is not registered. |
Permissions
To use the Operator Panel for managing group members' calls and presence, the system administrator must grant the corresponding permissions. Navigate to the extension or extension group settings in the admin portal to configure these.
| Permission | Enables |
|---|---|
| Switch group members' presence | Change the presence status of group members. |
| Call distribution management (Redirect, Transfer, Drag & Drop) | Redirect incoming calls, transfer calls, and drag-and-drop calls to extensions. |
| Call monitoring operations (Listen, Whisper, Barge In) | Listen to, whisper to, or barge into an active call. |
| Call parking operations (Park, Retrieve) | Park calls and retrieve parked calls. |
| Switch Business Hours and Holidays status | Toggle between business hours and holiday mode. |
| Switch extensions' recording status | Start or stop call recording for group members. |
| Pick up or hang up other extensions' calls | Answer ringing calls on other extensions or end active calls. |
| Route calls directly from IVR | Route calls from the IVR menu regardless of IVR configuration. |
Call Management Operations
The Operator Panel supports the following call management operations. All actions are performed via the Inbound & Internal Calls or Outbound Calls panels by hovering over a call and right-clicking or using drag and drop.
Pick Up an Incoming Call
When a call is ringing on a group member's extension, hover over the call and click Pick Up (or right-click > Pick Up). The call is redirected to your extension.
Redirect an Incoming Call
Redirect a ringing call to another extension before it is answered. Hover over the ringing call, right-click, and select Redirect. Enter the target extension number or select from the list.
Transfer a Call
Transfer an active call to another extension, group voicemail, or extension voicemail:
- Drag and drop: Drag the active call from the call panel and drop it on a desired extension in the Extension List or on a group voicemail in the Group Voicemail List.
- Right-click: Right-click the call, select Transfer, and enter the target extension number. To transfer to voicemail, click the voicemail icon next to the extension in the search results.
Monitor a Call
Monitor group members' active calls for quality assurance, training, or assistance. Hover over an active call, right-click, and select one of the following modes:
| Mode | Description |
|---|---|
| Listen | Listen to the conversation without either party knowing. |
| Whisper | Speak to the group member without the external caller hearing. |
| Barge In | Join the call and speak with both parties. |
The system places a call to your extension — answer it to begin monitoring.
Park and Retrieve a Call
Park an active call on a parking slot so that it can be picked up from any extension:
- Park: Drag the active call from the call panel and drop it on a parking slot in the Parking Slot List, or right-click the call and select Park.
- Retrieve: Click the parked call in the Parking Slot List, or right-click and select Retrieve.
Switch Call Recording Status
Toggle call recording during an active call. Hover over the active call, right-click, and select Pause Recording or Resume Recording.
Hang Up a Call
End an active call for a group member. Hover over the active call, right-click, and select Hang Up.
Place a Call to a Group Member
Initiate a call directly from the Operator Panel. In the Extension List, right-click a group member and select Call. The system places the call from your extension.
Leave a Voicemail Message
Leave a voicemail message for a group member directly from the Operator Panel. In the Extension List, right-click a group member and select Leave a Voicemail.
Additional Features
Switch Group Members' Presence
Change the presence status of a group member when they are unavailable. In the Extension List, hover over the extension, click the presence icon, and select the desired status from the list. Calls to that extension will be forwarded based on the new presence settings.
Switch Business Hours and Holidays
Toggle the system between business hours and holiday mode directly from the Operator Panel. This is useful for receptionists who need to quickly activate holiday routing without accessing the admin portal.
Customize the Extension List
Tailor the Extension List to show only the departments or extension groups relevant to you. Click the settings icon on the Extension List panel to select which groups to display. You can also hide unregistered extensions via Preferences > User > Status Views by disabling Show Unregistered Extensions.
Example: Receptionist Workflow
Scenario: A receptionist manages incoming calls for a company with 50 extensions across three departments.
- Set up the view: Open the Operator Panel and customize the Extension List to display only the three relevant departments. Add frequently contacted managers to Favorites.
- Handle incoming calls: When a call comes in, check the caller information in the Inbound & Internal Calls panel. If the intended recipient is available (green icon), drag and drop the call to their extension.
- Redirect busy extensions: If the recipient is busy (red icon), right-click the call and select Transfer to forward it to the recipient's voicemail or to an assistant.
- Park calls: When the caller needs to wait, drag the call to a parking slot. Notify the intended recipient, who can then retrieve the call from their phone.
- Monitor quality: When training a new team member, use Listen or Whisper mode to monitor calls and provide guidance without the customer hearing.
- End of day: Switch the system to holiday mode using the Business Hours and Holidays toggle so all calls are routed to the after-hours IVR.
Troubleshooting
| Symptom | Possible Cause | Solution |
|---|---|---|
| Operator Panel is not visible in the navigation bar | Operator Panel access has not been granted for your extension. | Contact your administrator to enable Operator Panel access for your extension. |
| Cannot transfer or redirect calls | Call distribution management permission is not granted. | Ask your administrator to enable Call distribution management (Redirect, Transfer, Drag & Drop) permission. |
| Call monitoring options (Listen, Whisper, Barge In) are not available | Call monitoring permission is not granted. | Ask your administrator to enable Call monitoring operations permission for your extension. |
| Cannot park or retrieve calls | Call parking permission is not granted. | Ask your administrator to enable Call parking operations (Park, Retrieve) permission. |
| Extension List does not show all colleagues | Only extensions in your group or shared groups are displayed. | Click the settings icon on the Extension List to add more departments. If the extension belongs to an unshared group, ask the administrator to share it. |
| Presence status of a colleague appears as Unavailable | The colleague's extension is not registered (not logged in to any client or IP phone). | Ask the colleague to log in to their UC Client or check their IP phone registration. You can hide unregistered extensions via Preferences > User > Status Views. |
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