User Boxes

The Users Widget will have a User box for each user in the system (excluding your own). This box provides a display of the User's Accounts, Calls and Presence state while providing functionality to interact with and manage the User's Accounts, Calls and Presence.

User Login Status

The bar on the left hand side of the User box will display the current iSymphony login status of the User. By default logged out Users will be grey and logged in Users will be green.

Call and Extension Status

The user boxes will change color to show the users current call or extension registration status. For a list of default status colors and what they represent see Call Status.

User Registration Status

A general registration status will show on the User Box for all of the user's extensions.

• The User Box itself will show the registered status color if the user has at least one extension assigned to them that is registered.
• The unregistered status will show on the User Box only if all the user's extensions are unregistered.
  
  

Extension Registration Status

You can view individual extension registration status for each of a user's assigned extensions by selecting the user's name in the User Box in order to open the Account Selection List.

User Actions

There are several buttons that will appear on a User box that will allow other Users in the system to perform actions on that User.

• Email: If the User has a configured email address you can select the email button to initiate a mailto for that address. This will utilize the default email client on your OS.
• Chat: This button allows a User to start a Chat session with this User. See Chat for more information.

Sorting And Filtering

The Users Widget allows for sorting and filtering of the listed Users. The Sort and Filter bar can be opened and closed via the Magnifying Glass Icon on the top right in the Users Widget header.

Sorting

You can sort the user list by several different user properties. The Arrow to the left of the sort dropdown can be used to change the sort direction from Descending to Ascending.

• None: No sorting.
• Availability Status: Sorts by the current Status set on the User. See Presence for more information.
• Call Status: Sorts by the User's Account call status.
• Caller ID (Name): Sorts by the User's Account call Caller ID name.
• Caller ID (Number): Sorts by the User's Account call Caller ID number.
• Login: Sorts by the User's iSymphony login status.
• Name: Sorts by the User's display name.
• Talk Time: Sorts by the Users Account Call time.

Filtering

You can utilize the Search field in the Sort and Filter bar to search for specific Users and Accounts. The text entered in the Search field will match on the following.

• User Display name.
• Account Display name.
• Account number.

You can also select an Extension Group from the dropdown on the right corner of the Sort and Filter bar. This will only show Users and Accounts for Extensions that are in the selected Extension Group. See Extension Groups for more information.

AccountsJust like in the My Stream Widget the User boxes in the Users Widget will display information about all the specified User's Accounts.

Selecting The Active Account

The selected Account on a User box determines what Account the action buttons of the User box and drag and drop actions will effect. For example, if I select the User's Extension 100 Account and a call is dropped on the User box the call will be transferred to Extension 100. You can select the active Account by clicking on the header, where the User name is displayed, which will open a drop down menu of all available Accounts for you to select from. 

The "User" Account

All Users will have one Account labeled User in the Account list. This Account is the default selection for all User boxes and will allow you to perform actions on whatever Account is currently selected as the User's Default Account. See the Default Account Selection section on the My Stream Widget page for more information.

Drag From Accounts

Users can drag Extension Accounts from the User box to the following destinations in order to originate calls from the dragged Account to the dropped destination. The Account that is currently selected in the User box will determine which Account is dragged to perform the origination.

• Users
• User Extensions
• User Alternative Phone Numbers
• User Voicemail Box
• Conference Rooms

Drag To Accounts

Users can drop Accounts from the other User boxes or the My Stream Widget on Accounts in the User box in order to perform an origination from the Account that was dropped to the Account that was dropped on. The Account that is currently selected in the User box will determine which Account is the destination Account for the origination.

Users can drop calls from the following locations on Accounts in the User box in order to transfer that call to the Account that was dropped on. The Account that is currently selected in the User box will determine which Account is the destination Account for the transfer.

• Users
• Queues
• Parking Lots
• Conference Rooms

Account Actions

Several buttons will appear on the User box that will allow you to perform actions on the currently selected Account.

• Agent: Allows you to manage this Account's agent login along with pause state and penalty.
• DND: Allows you to toggle this Account's DND status.
• Voicemail: Allows you to originate and transfer calls directly to this Account's voicemail box.
  • If clicked a call will be originated to the Account's voicemail box using your selected Default Account.
  • If an Account is dropped on the button a call will be originated from the dropped Account to the Account's voicemail box.
  • If a call is dropped on the button the call will be transferred directly to the Account's voicemail box.
  • Actions using the voicemail button will not ring the extension.

Calls

The User box will display all active calls for the User's Accounts and allow you to manage those calls.

Selecting The Active Call

The User box will only show one call at a time and allow you to manage that call. There may be a case where a user is on multiple calls across one or more Accounts. If the User has more than one active call up and down arrows will appear to the right of the caller ID section in the User box which will allow you to select the current active call. The currently selected call will specify which call the User box call actions and drags will be performed on.

Dragging Calls

Users can drag calls from the User boxes to the following locations in order to transfer that call to the destination.

• Users (can utilize the Default Account, See The "User" Account section above and y Stream Widget for more information)
• User Extensions
• User Alternative Phone Numbers
• User Voicemail Boxes (will not ring destination extension)
• Conference Rooms
• Parking Lots
• Queues

Call Actions

Several buttons will appear on the User box that will allow you to perform actions on the currently selected Call. If there are no calls for the User no call action buttons will be visible on the User box.

• Record: Toggle on demand recording of this call on and off.
• Barge: Allows users to barge in on this call. See My Stream Widget for more information on barge types.

Presence

Users can view and manage other Users presence from a User box. See Presence for more information.

Settings

Settings for the Users Widget can be access by clicking the cog icon in the top right hand corner of the Users Widget.