Operator Panel
See your team’s phone activity and help incoming enquiries reach the right person.
In the CRM: Voice Features → Phone System → Applications → Operator Panel
Give the reception or sales desk a live view
The Operator Panel shows extension cards so an operator can see who is handling calls and direct enquiries to the right phone destination. It is useful for a receptionist, sales coordinator or team leader supporting a busy campaign.
Keep the users and extensions recognizable. A clear extension name helps the operator choose the right adviser, department or buyer destination.
Find the right extension
- Open Voice Features → Phone System → Applications → Operator Panel.
- Use Filter to find an extension by number or name. Clear it to show the matching cards again.
- Choose a Call Group when you want to focus on a team, or All to return to the full view. Your own assigned extensions remain visible while you filter.
- Read the extension card and hover over its icons to see their labels. The panel updates as phone activity changes.
- Use Pause Refresh when you need a moment to inspect the screen, then enable refresh again to continue watching activity.
Read the card before handling the call
A card identifies the extension and its displayed name. During a call it can also show the caller, direction, elapsed time and the actions available for that call.
The availability icon and the live call state provide different information. Availability can be Available, Available On Demand, On Break, Do Not Disturb, or Logged Out/Unknown. Call activity shows whether the extension is ringing or on a call.
Where your panel offers availability buttons, use them to set your own working status. Group and text filters change which cards you see.
Help an enquiry reach the right person
Use the action label to check what you are selecting. A destination selection or completed card transfer can act immediately. Review the caller and destination before completing the action.
Configured parking slots can also appear in the panel for holding a call that a colleague will pick up. The available cards and call actions reflect the phone setup and the current call state.
| Control | How it helps |
|---|---|
| Call | Start a call using your assigned extension and the selected destination. |
| Transfer | Move an eligible active or ringing call to the intended destination. The panel supports its transfer control and selecting or dragging between eligible extension cards. |
| Hangup | End the selected call. |
| Record | Start recording the active call when this action is offered. |
| Listen / Eavesdrop | Listen to an active call when your operator access provides that control. |
Use the panel in a marketing workflow
When a caller responds to an estimate campaign, the operator can identify a suitable adviser and transfer the enquiry to that extension. The adviser can continue the conversation, book the appointment and send the agreed details with an SMS template.
For a business selling calls, configure buyer delivery in Sell Leads & Calls and assign the appropriate buyer phone destinations. The operator panel helps the team handle live conversations within that answering arrangement.
Use a configured AI agent and an appropriate after-hours route to keep the customer journey moving outside staffed periods. Review the resulting calls and appointments in the relevant history and calendar pages.