# Active Call Panel Overview The Active Call panel brings live call activity and extension presence together on one screen. Use it to see what is happening across your phone system as it happens, keep an eye on who is available, and intervene on calls when you need to. :::note This panel is built for real-time monitoring of the calls currently running on your system. If you want a historical and live picture of system performance and resource usage instead, see [Dashboard Overview](/pbx/administrator-guide/dashboard-overview/). ::: ## Requirements Before you can use the Active Call panel, make sure the following are in place. | Item | Requirement | | --- | --- | | Firmware | Your Cloud Voice system is running firmware **84.21.0.66** or later. | | Access | You have opened your phone system's management portal with full administrator access by logging in to the Cloud Voice Dashboard at https://voice.izt.cloud and clicking **Login**. | :::caution If you have not opened the management portal with administrator access, or you are on older firmware, the panel may not appear or may be missing controls. Confirm both requirements before you troubleshoot further. ::: ## Panel layout The Active Call panel is split into two areas: the **Active Calls** list on the left and the **Extension** list on the right. ![The Active Call panel with the live call list on the left and the extension presence list on the right](/images/pbx/active-call-panel-layout.png) ## Active Calls The **Active Calls** area lists every call currently in progress on the system and refreshes in real time. From here you can review call details and take action on any call. ![The Active Calls list showing live calls in progress](/images/pbx/active-call-section.png) ### What each call shows Every entry in the list carries the following details. | Field | Description | | --- | --- | | Caller | The name and number of the party placing the call. | | Callee | The name and number of the party being called. | | Status | Where the call is in its lifecycle: **Waiting** (a queue call holding in line for an agent), **Ringing** (the call is ringing), or **Talking** (the call is connected). | | Time | How long the call has been running. | | Call Type | Whether the call is **Internal** (between two extensions on the system) or **External** (one leg is outside the system). | | Call Features | Any special handling applied to the call, such as a queue, a conference, or a call flow. | The list also uses a few visual cues to help you read it at a glance. - Outbound calls are marked with an ![outbound call](/images/pbx/outbound.png) icon in front of the caller details. - Queue callback calls are marked with a ![queue callback](/images/pbx/qcb.png) tag ahead of the entry. A queue callback is when the system calls a waiting caller back instead of making them hold in line. - A queue call still waiting to be answered appears as more than one entry so you can follow its full path: - **Caller to Queue**: the original leg from the caller into the queue, shown with a **Waiting** status. - **Queue to Agent(s)**: the leg or legs the queue distributes to the agents whose phones are ringing, shown with a **Ringing** status. :::note Seeing one caller as several rows is expected for queue calls. Each row is a separate leg of the same call, not a separate call. This matters when you hang up, as explained below. ::: ### Managing live calls You can narrow the list and end calls directly from the panel. **Search, filter, and sort** ![The search box and filter controls above the active call list](/images/pbx/active-calls-search-filter.png) - Type a number or name into the search box at the top of the list to match calls by their caller or callee details. - Use the controls on the top bar to filter the list by specific conditions, or to sort calls by duration. :::tip Sorting by duration puts the longest-running calls at the top. This is a quick way to spot a call that has been connected far longer than expected, which can point to a stuck call or unusual usage worth a closer look. ::: **Hang up a call** Select ![hang up](/images/pbx/phone-end-1.png) next to a call to end it, for example, to cut off an unauthorized or unwanted call. ![The hang up control on a call entry](/images/pbx/active-call-panel-hangup.png) :::caution Hanging up disconnects the live parties immediately, and the call cannot be resumed once dropped. Confirm you have the right entry before you act, and be aware that you could cut off a legitimate call, including an emergency (E911) call, if you pick the wrong one. ::: :::note - Every hangup you perform is logged in **Operation Logs** (under **Status Center**) and in the **CDR** (Call Detail Record, the system's per-call log), where the reason appears as **Administrator Hung up**. - Because a waiting queue call is shown as several entries, the leg you hang up changes what ends: - Hanging up a **Queue to Agent(s)** leg cancels only that one attempt to reach the agent. - Hanging up the **Caller to Queue** leg cancels the whole queue call, including every related attempt. ::: ## Extension The **Extension** area shows your extensions and their live status, grouped by extension group or department, so you can tell at a glance who is available. ![The extension list grouped by department with presence indicators](/images/pbx/active-call-extension-list.png) ### Reading extension status Each extension shows its registration, presence, and call state through a status icon. | Icon | Meaning | | --- | --- | | ![Unavailable](/images/pbx/unavailable.png) | Unavailable, the extension is not registered. | | ![Ringing](/images/pbx/ringing-r.png) | Ringing, the extension is ringing. | | ![Busy](/images/pbx/prence-busy.png) | Busy, the user is on a call. | | ![Available](/images/pbx/presence-available.png) | Available, the user is online and ready to take calls. | | ![Away](/images/pbx/presence-away.png) | Away, the user is away from the office. | | ![Business Trip](/images/pbx/Business%20Trip-f.png) | Business Trip, the user is away on a business trip. | | ![Do Not Disturb](/images/pbx/presence-busy.png) | Do Not Disturb, the user has chosen not to be disturbed and will not receive calls. | | ![Lunch Break](/images/pbx/Lunch%20Break-f.png) | Lunch Break, the user is on a lunch break. | | ![Off Work](/images/pbx/off-work.png) | Off Work, the user is off the clock. | :::note These icons cover two different things. **Unavailable**, **Ringing**, and **Busy** reflect the extension's registration and live call state, set automatically by the system. The rest (**Available**, **Away**, **Business Trip**, **Do Not Disturb**, **Lunch Break**, and **Off Work**) are presence states the user chooses. An extension can be registered and online yet still show, for example, **Do Not Disturb**. ::: ### Working with the extension list You can search the list and change how it is displayed. **Find an extension** Use the search box to look up extensions by name, number, extension group, or department. Fuzzy matching is supported, so partial terms work. ![Searching the extension list](/images/pbx/active-call-ext-search.png) **Customize the display** - **Choose what to show**: select ![customize](/images/pbx/custom-o.png) to pick which extension groups or departments appear in the list. ![Choosing which groups and departments to display](/images/pbx/active-call-list.png) - **Reorder the list**: hover over ![reorder](/images/pbx/Sort.png), then drag an item to where you want it and drop it. ![Dragging a group into a new position in the list](/images/pbx/active-call-order.png)