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The switchboard

The switchboard is the active calls panel for operators. It lists the calls in your reach, shows who is on each side, and lets you transfer, park, record or drop a call.

Open it from the Switchboard entry in the menu. You need a role that can control calls. Users without that permission do not see the entry.

Read the panel​

Each live call shows:

  • Both sides: the number and name of each party. A colleague is shown as a person of the company; anyone else is shown as external.
  • State: ringing, talking, held, parked, in a conference, or with an automated service such as a menu, voicemail or queue.
  • Direction and duration.
  • Park slot, for a parked call.

Calls that have not reached a person yet, such as a call still in a menu, appear only for operators who can see the whole company.

Transfer a call​

Use a transfer to send an answered call to a colleague or an outside number.

  1. Select the call. It must be answered (talking or on hold).
  2. Choose Transfer and enter the destination.
  3. Confirm.

The transfer is a blind transfer: the party you are moving leaves the call, and the other party is sent to the destination. The destination is dialled as the colleague you transfer for, so the outbound rules and calling permissions of that colleague apply.

Park a call​

Parking holds a call in a numbered slot. The other party hears music on hold while they wait.

  1. Select an answered call and choose Park.
  2. Note the slot number and tell the person who will collect it.

Anyone in the company can collect a parked call by dialling the slot's unpark code, or by pressing the slot's key on a busy-lamp panel. If nobody collects it before the park timeout, the call rings the operator who parked it again.

Record a call​

Select a call that is answered, or in a conference, and choose Record to start or stop recording. The same consent announcements and recording policies apply as for any other recording.

Drop a call​

Choose Drop to hang up both parties. A ringing call stops ringing. The panel asks you to confirm before dropping a call.

Emergency calls​

An emergency call is listed and marked, but you cannot transfer, park or drop it from the switchboard. This protects emergency calls from being moved by accident.

Limits and audit​

  • Each operator can send up to 60 call-control actions a minute.
  • Every transfer, park and drop is written to the audit log with the parties and the result. An attempt you are not allowed to make is also recorded.