The call interface can be accessed by clicking the phone icon in the top right-hand corner of the Agent Interface. The call interface is split into three sections, the Dialpad tab, the Settings tab and the Missed tab.

Dialpad

The Dialpad allows you to make outbound calls from the helpdesk (if that functionality is enabled). Either click on any hyperlinked number that appears throughout the UI or input the number manually using your keyboard. You can search the CRM for User phone numbers by typing their name into the input box.

The Call From dropdown menu allows you to select the number you will dial users from when making outbound calls. The ‘Call from' list displays as the flag of the country number, the number itself, and the name of the number in brackets.

See Inbound Calls for more in-depth information.

Settings

Within the 'Settings' tab, there are a few different settings that can be viewed and changed with just a couple of clicks.

• Queues

• Ringing Volume

• Voicemail Audio

• Call Forwarding

• Agents Online

Queues

Call Queues are groups of Agents that are available to receive calls. Every call Queue that you are a member of will appear here, along with the avatars of the other Agents who are also a part of the Queue. The avatars of other Agents in the Queue who are offline are shown with a red dot. Those who are online are shown with a green dot & a yellow dot is for agents using forwarding.

You can turn yourself on and off for particular call Queues, so if one Queue is much busier, resources can be focused appropriately.

Ringing Volume

You can use the slider to adjust the ringing volume. This doesn't affect the level of sound across the rest of your computer, just the ringing volume on Deskpro.

Voicemail Settings

If you are the target of a specific number or you have your own extension, it can be a good idea to personalize your Voicemail. You can upload an audio file here, that will play when a caller is directed to your personal voicemail box to leave a message.

See Voicemails for more information.

Call Forwarding

Call forwarding allows you to forward all calls you receive in the helpdesk to another phone number or SIP address. This can be useful if you are working away from the office, or simply have another desk phone or mobile device that you want to take your calls with.

See Forwarding Calls for more information on how call forwarding works.

Missed

If you miss any direct calls (via an Agent target or your extension number), then they will appear in your Missed tab. Here you can review your missed calls and filter exclusively for voicemails. For missed calls & voicemails you can create a ticket, call the user back or delete the entry from the missed calls tab. You are able to playback & download voicemail messages.

See Voicemails for more in-depth information.