CCM Form (Home Page) Softphone Panel

Softphone Panel

The softphone panel enables you to control your telephone and to process calls from your call list.

Note: The softphone panel contains a row of graphic buttons, the left-most being a telephone icon , displayed near the base of the form. If, instead, the text Telephony not installed is displayed, either your system does not have Softphone installed, or it has been turned off.

SOFTPHONE TOOLBAR:

Note: Most buttons are enabled only when appropriate. For example, the hang up button is available only during a call.

Icon	Action
	Manually dial a number
	Pick up an incoming call
	Place the current call on hold
	Retrieve the current call from hold
	Disconnect the current call
	Attempt a call transfer; connects to another party without disconnecting you, the contact is placed on hold Tip: Use button to complete the call transfer.
	Attempt a conference call; connects to another party but places the contact on hold Tip: Use button to conference all parties.
	Set the telephone to Do not disturb Tip: Select it again to cancel DND.
	Complete call transfer, disconnecting you, or conference call wherein all parties can talk
	Transfer to expert; functions as per button but calls only the designated expert
	Transfer to your supervisor; functions as per button but calls only the supervisor
	Re-queue call
	View call-related information held on the clipboard
	Log on to telephony, enabling you to receive and make calls
	Log off telephony, enabling you to exit the home page; inhibited while in a call
	Change your status to on a break; calls cannot be automatically diverted to you from queues, but calls between agents are not blocked
	Cancel your on a break status; any appropriate calls queued then divert to you
	Change your status to busy; enabled only when on a call, to show that you are engaged
	Wrap up mode; blocks automatic calls from the queue until the previous call is completed Note: In Wrap up mode, the physical call may have been hung up but you might carry out a follow up action relating to the call.
	Settings for the Softphone panel; password etc.
	About Softphone; displays version information etc.
	Exit Softphone; enabled only when you are logged off telephony