Managing Colleague Extensions in the Linkus Desktop Client

Overview

The Extensions view lets you see the presence status of colleagues and, if permitted, monitor or join their calls. Use this when you work closely with a team and need quick visibility into who is available or on a call.

Prerequisites

• Colleague extensions must be shared with you by your administrator (BLF/extension visibility permissions).
• Call monitoring permissions must be granted separately, if required.

Step-by-Step Configuration

1. Open the Extensions module in the Linkus Desktop Client.
2. View the list of colleague extensions along with their current status (available, busy, ringing, or offline).
3. Click an extension to call that colleague directly.
4. If you have monitoring permissions, right-click an active call to listen, whisper, or barge in.

Examples

Example: A team lead uses the Extensions view to see which agents are currently on a call before transferring a customer to the next available colleague.

Common Issues & Troubleshooting

• Symptom: A colleague's extension does not appear in the list.
  Cause: The extension has not been shared with your account.
  Solution: Ask your administrator to add the extension to your visibility list.
• Symptom: Monitoring options are missing.
  Cause: Your account lacks call monitoring permissions.
  Solution: Contact your administrator to request monitoring rights.

Best Practices

• Use presence status before transferring calls to reduce failed transfer attempts.