Operator Panel Layout

The Operator Panel brings the activity across your team into a single, live view. This page walks through each area of the interface so you know where to look for real-time calls, who is available, and the status of your groups, queues, parking slots, and shared voicemail boxes.

Note

An extension is the internal line and user account that identifies one person (or device) on the phone system. Most of the panels below are read-only monitors: they show you what is happening in real time so you can decide when to answer, transfer, or pick up a call.

Inbound & Internal Calls panel

This panel tracks inbound and internal calls for you and everyone in your group as they happen. Each entry shows the caller and callee, the current status, how long the call has been running, and additional details.

Outbound Calls panel

This panel does the same for outbound calls placed by you and your group members, updating in real time with the caller, callee, status, duration, and details of each call.

Extension list

The Extension list shows the extensions in your own group or department, along with any groups and departments that have been shared with you. Hover the pointer over any user to reveal their presence status (whether they are available, busy, away, and so on) and whether they have voicemail waiting.

Tip

Check a colleague’s presence before you transfer a call to them. If they show as Busy, Away, or Do Not Disturb, sending the call may only bounce it back or drop the caller into voicemail.

Note

• The Favorites list appears only after you add extensions to it. To keep the people you contact most within easy reach, right-click an extension and choose Add to Favorites.
• You can control which departments and extension groups appear here by clicking the customize icon . For details, see Customize Extension List.
• Unregistered extensions are shown by default. To hide them, turn off Show Unregistered Extensions under Preferences > User > Status Views.

Presence icons

The icon beside each user tells you their current presence at a glance:

Icon	Presence	What it means
	Unavailable	The user’s extension is not registered.
	Busy	The user is on a call.
	Available	The user is online and ready to take and handle calls.
	Away	The user is away from the office.
	Business Trip	The user is away on a business trip.
	Do Not Disturb	The user does not want to be disturbed and will not receive any calls.
	Lunch Break	The user is on a lunch break.
	Off Work	The user is off work.

Note

“Registered” means the user’s phone or Cloud Voice App has signed in and connected to the phone system. An Unavailable (unregistered) extension usually means the device is powered off, closed, or offline, so calls to that person will not reach them. Do Not Disturb is often shortened to DND elsewhere in the system.

Ring Group list

A ring group is a set of extensions that ring together when a call comes in, so any available member can answer. The Ring Group list summarizes the availability of each ring group, showing how many members are available out of the total number of members.

Queue list

A call queue holds incoming callers in line and distributes them to a pool of agents (the staff assigned to answer that queue). The Queue list summarizes agent availability for each queue, showing the number of available agents alongside the total number of agents.

Parking Extension list

Call parking puts an active call on hold in a numbered slot so anyone on the system can pick it up from another phone by dialing that slot. The Parking Extension list shows the status of every parking number, so you can see at a glance which parking slots are in use and which are free.

Group Voicemail list

A group voicemail box is a shared mailbox that a whole team can use. The Group Voicemail list shows the status of each box. What appears depends on how the box is used:

• Broadcast messages to members: shows only the group voicemail name and number.
• Shared messages by members: shows the group voicemail name and number, plus the count of new and total messages.