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Agents Phonebar Version 4 for Motion V.1

(this version will be shortly deprecated) 


On this Page:


Functions

Set Speakers OFF/ON, Mute ON/OFF
Type the number to call
Show the dial pad
Start the call
Open the Agent Motion web GUI
Set Pause status
Show the info profile and the general settings.
Log out

In-Call Functions

Answer
Hang up
Transfer
Hold
Record

Some of these features (i.e. Settings) are available only for the enabled Agents. Please see the Agents -> Motion bar settings.

Starting the Phonebar

Use the Windows start menu

or double-click the desktop icon.

After that, the login will appear. Insert your host and Agent credentials:


Placing a Call

The simplest method to make a call is to enter the name or number into the call entry field.

Click to clear the entry.

Click the Call button  or press Enter to make the call.

A call panel appears as shown below:


Placing Another Call

To place a new call without hanging up on the current call, simply palce a call in the normal way. A second call panel appear next to the existing call and the existing call is automatically put on hold.


Ending a Call

Click the End button  on the call panel (the call can be active or on hold). The call panel closes after a few seconds.


Handling Incoming Calls

As soon as incoming call is received, a call panel appears, showing information about the call.

You can use the icons and buttons within the panel to control the call.

  1. Answer the call

Click Answer button  from the call panel.

  1. Decline the call

 Click Decline button  from the call panel

  1. Forward the call

 Click Forward button  from the call panel. A transfer window appears. Enter the name or the number to forward to and click Transfer.


Handling an Established Call

While the call is in progress details of the call are displayed in a call panel.


You can use the icons and buttons within the panel to control the call.

  1. Hold the call

Click Hold button  from the call panel. To take the call back off hold click Resume button .

  1. Transfer the call

Click Transfer button from the call panel.  A transfer window appears. You can have two types of transfer: Blind (Unattended) Transfer or Attended Transfer (see “Transfering a call” sections).

  1. End the call

 Click Hangup button  from the call panel.


Transferring a Call

Blind (Unattended) Transfer - Transfer this Call

You can transfer a call to any number without first speaking to the person.


  1. While connected to the call that you want to transfer, click on the   transfer icon.

  2. Transfer Window appears.

  3. Enter the name or number for the transfer destination

  4. Click to Transfer. A call is placed to the transfer destination in few seconds.


Attended Transfer - Call then Transfer

You can first speak to the target (the person or agent you are transferring the call to).

  1. While connected to the call that you want to transfer, click on the   transfer icon.

  2. Transfer Window appears.

  3. Select the target for the transfer destination.

  4. Click to Transfer. A call is placed to the target destination in few seconds.

Warm Transfer


Agent 1 answers the call and then places the Customer on hold


Agent 1 calls Agent 2 (Agent 1 and Agent 2 speak together)


Agent 1 places the calls on Conference (Agent 1, Agent 2 and Customer speak together)


Agent 1 performs the Warm Transfer (she clicks the transfer button on one of the two calls, it doesn't matter which of the two) and she leaves the Conference (only Agent 2 and Customer can speak together now)

Settings

Clicking on the Agent icon, on the right, the Agent can access to the Settings.


Services

Here the Agent can set:

  • the Auto Answer feature. If enabled the Agent will see the Auto Answer red icon on the Motion bar
  • the Call Forwarding options:
    • Unconditional (your incoming calls will be always forwarded to the specified extension). If enabled the Agent will see the U red icon on the Motion bar
    • No-reply (your incoming calls will be forwarded to the specified extension when the agent does not answer). If enabled the Agent will see the N red icon on the Motion bar
    • Busy (your incoming calls will be forwarded to the specified extension when the agent is busy). If enabled the Agent will see the B red icon on the Motion bar

When you set the Call Forwarding options (Unconditional/No Reply/Busy), you MUST insert an Extension!



Motion bar Custom Popups

Using Triggers, you can set that for a specified condition (based on Queue and Call Status), the Phone bar opens a popup useful for the Agent to manage the call with the customer.

The popup can be:

  • custom Popup, with info about the call and the caller, based on a created Template;
  • a browser new tab, showing a specified URL;
  • Windows application.

Example: we set a Trigger that, when a call incomes in the Support Queue and its call status is "ringing"...

...opens a Motion bar custom Popup based on the MotionPhonebar template (created before):

Here an example of popup: you can customize it according to your needs, inserting images, text and variables about the call.

Get more info about Triggers and Templates configuration.

Motion bar API

In order to enable these API, go under Staff -> Agents -> Profile -> Motionbar -> Advanced.
Set to YES the Remote control flag and specify the Remote Control Port (default 9888).


SIP Expires: Configures the registration expires (in seconds) of the SIP server. The default value is 3600s.
SIP Port: Configures the port of the SIP server. The default value is 5060. 
Agent API Configuration.png
It this way the Motion bar remote control is active in localhost.


Important: enabling the Windows firewall on the port 9888 (or on the Remote Control Port you set), it is possible to call the API also through the private IP.


After the Remote control is enabled, the Agent at login should accept the following popup:
Accept API Motionbar Side.png
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