Sangoma Phone Desktop Client Call Activity

The Call Activity feature allows a desktop user to view the call activity of other users based on the call activity group permissions. Depending on the permissions, the user will also be allowed to interfere in a call.

Usage Requirements

Admin Configuration

Advanced Settings:

Enable the creation of Call Activity Groups using User Management Module → Enable Call Activity Groups option. By default the number of users in each group is set to 30. You can modify it using the User Management Module → Call Activity Groups Max User Limit option. It can go up to 50.

Open

Call Activity Groups:

Once the Enable Call Activity Groups option is set to yes, the User Management UI will show a new tab Call Activity Groups. Here you can add/edit/delete Call Activity Groups.

Open

Call Activity Permission:

Once the Enable Call Activity Groups are created, the Call Activity permissions can be set for individual users in User Management → Edit User → Sangoma Talk → Sangoma Phone Desktop Client.

Following are the Call Activity permissions available:

• View: Grant permissions for call view

• Monitor: Grant permissions for call monitoring and enables a user to perform the Call Monitoring actions in Sangoma Phone Desktop Client .

Sangoma Phone Desktop Client

If the Call Activity groups are configured properly and the permissions are set in userman, then in order to view the Call Activity tab in the Sangoma Phone Desktop Client, the Call Activity button in Settings needs to be enabled.

When it is enabled, the Call Activity tab will become available under Talk. It comes with a filter which has two options:

• People & Calls: To view all the members in the assigned Call Activity Groups

• Only Calls: To view only the members who are in a call.

If the user has Monitor permission against the user in call, then the following Call Monitoring options will be available:

• Monitor : The user can listen to the call without interfering.

• Whisper : The user will be able to talk with the agent and vice versa. The customer on the call won't be able to hear the conversation between the user and the agent.

• Barge : The user can join the call and talk with both the agent and the customer.

These Call Monitoring options will also be available in the Queue tab, if the user in call is also a member of the queue and the logged in user has supervisor permission (Detailed View or Queue Call Control) for that queue. Please visit this page for more information.