User Guide

Login in

Open your browser and enter the web address provided in your Welcome Email. 

https://cloudXXX.netofficepbx.online/fop2/

You will be presented with the login box.

Use your extension and password as provided in your Welcome Email

Main Panel View

After successful login, you will be presented with the panel window

There is a toolbar that is always visible at the top, and four sections in the content area: one for each kind of button.

The button corresponding to your extension (the one you used to login), is always at the top left of the Extension section, with the label in bold.

Each section has a title bar with a minus/plus sign icon at the right. Clicking on the button will collapse or expand the section from view. The collapse state is remembered across sessions. Suppose that you are not interested in trunks, you can collapse the section and it will remain minimized until you click the plus sign again.

Anatomy of the toolbar

At the top of the panel there is a toolbar. From here you will perform most of the actions that can be done with FOP2. There are some distinctive sections as follows:

The Action Bar

The action bar consists of a row of buttons that represent actions to be taken to active calls. Depending on the permissions the user has the buttons will be displayed or not. For this action to work, you need to first select the destination or target button with a click of the mouse. When you do that, the target button will turn its borders to blue.

After selecting a target extension, you can perform your command by clicking the appropriate button. The possible actions are:

Dial

When clicked it will originate a call to the button previously selected on the extension list. Your phone will ring and when you pickup it will dial the destination extension.

Blind Transfer

When clicked it will initiate a call transfer to the button previously selected on the extension list

Supervised Transfer
When clicked it will initiate a supervised call transfer to the button previously selected on the extension list, or the number typed in the dial box if any.

Transfer to Mobile

When clicked it will initiate a transfer to the external number defined in the button configuration.

Transfer to voicemail
When clicked it will initiate a transfer to the voicemail of the target extension 

Pickup
When clicked it will pick up the ringing channel on the previously selected button.

Listen
Required permission

When clicked it will start a call spying session. It will first ring your phone and when you pickup, it will start spying on the previously selected button.

Whisper
Required permission

When clicked it will start a call spying session with whisper enabled. It will first ring your phone and when you pickup, it will start spying on the previously selected button. You can then talk to the target extension without the other party hearing you.

Hang-up
Required permission

When clicked it will hang-up the 1st active call on the target button

Record
Required permission

When clicked it will initiate or stop recording on the target button. A call that is being recorded will be signaled with a cassette icon.

The filter box

What you type in this input box will filter out any button whose label does not match what you type there. If you have a panel with a hundred buttons and you want to see the state for "Bob", just type it in the input box and the display will filter out all buttons except for the ones that contains Bob in its label.

It will also filter by Tag, provided you have configured any tags for buttons, so you can quickly filter by department or whatever tag might come useful in your situation.

The dial box

This input box is powerful and has multiple outcomes. So, using just this UI element you can perform several searches:

Dial to a phone number: When your phone is idle, just type the number and press ENTER, your phone will ring, and it will originate a call to that number when picked up.

Transfer to any number: When you are in an active call you can type a number, either an extension or an external number and press ENTER to start a transfer of your current call to that number.

Invite any number to a Conference: If you select a conference button and then type a number in the dial box and hit enter, FOP2 will originate a call to the number typed and it will place that call inside the conference selected.

Phonebook search: Anything you type here will be searched in the visual phonebook as you type, and results will appear as a selection list at the bottom of the box. You can use the arrow keys to select the proper result, and then ENTER to originate the call.

Presence select box

Here you can set your presence information, the information is presented to other panel users in real time.

Your button will reflect your state with a little presence icon, if you mouse over the presence icon of any extension you will see a tooltip with the textual state (besides the color).

The last option in the select box, named "other", lets you specify any text for your presence state if the predefined ones are not good enough for you.

Extension Buttons

Extension buttons show lots of information packed in a small rectangle. There are two colors for the button, green when the extension is not engaged in a call, or red when it is. 

There are several elements:

1 Presence Icon

This icon indicates the presence state for the extension. A green circle means the extension is not in a call. A red circle indicates that the extension is busy or in a call. A little card icon indicates a special presence that was set by the user. 

2 Button Label

This is the text label for the extension. It shows the extension number first followed by the text label that was configured in the button definition inside the button config file.

3 Information Icon

This icon will show if the extension is paused showing a clock (for queue members). If the extension is engaged in a call that came from a queue, it will display an info icon that will show the queue from where the call came from when you mouse over it.

4 Voicemail Icon

If there is voicemail waiting or stored for the extension, it will appear an envelope. The number of messages can be read in the tooltip when you mouse over it.

5 Line activity icon

The handset icon will indicate if the line is ringing, it is engaged in an outgoing call (right arrow), and incoming call (left arrow), or held (hourglass)

6 Line Caller ID

If available, it will show Caller ID name and number.

7 Line timer

The timer for the current call.

Queue Buttons

Queue buttons have some particularities. Besides the queue name, they will show the list of members or agents for that queue, with a little icon representing the member state, and also the list of calls waiting on the queue with their call counter and timer, as depicted below:

They also can be used to filter out extension buttons. When a queue button is selected, only the extensions that are part of the queue will be displayed. This is particularly useful for call center managers, as you can focus on a particular queue activity, removing the 'noise' from other queues/extensions.

The state icon for the queue members might be:

 = ready

 = busy

 = unavailable / invalid

 = paused.

FOP2 will also monitor agent or device names, and rename extension buttons accordingly.

Picking up queued calls

From FOP version 2.10 you can click on a call waiting on the queue to display the pickup submenu. If your extension is allowed to pick up calls you can click on the action and the waiting call will be redirected directly to your extension:

Trunk Buttons

Trunk buttons are the simplest, as they only will show the number of channels active for that particular trunk.

Trunks also display detailed information about bridged calls, with channel name and Caller ID. It is important to note that bridged channels are the ones that are linked to another channel. Calls that are not answered or inside an application, like an IVR, Voice Mail, etc, will not show up.

Clicking on the channel name will bring an action submenu with the option to pick the call up. Clicking it will redirect the call to the logged in extension, in the same way that Queue or Pickup line details.

Conference Buttons

Conference buttons will show every participant of the conference. They also include special actions to be performed on the conference itself or to a particular participant.

There is a little icon to the left of the conference label, when clicked you will be presented with a special action menu that will let you lock or unlock a conference, or mute/unmute every participant in the conference

To the left of every participant there is also a member icon, it will be a green user for regular participants, or a blue suited user when that participant is admin or the marked user. Clicking on the icon will open the action menu for that participant, where you can toggle mute for the user or kick them out from the conference

Park Buttons

The Parking Lot buttons will show parked calls and their respective slots. It is possible to pick up parked calls by clicking on the call and selecting the pickup action submenu.

How to Park calls

To park your active call, you have to select the Park button and then click the Transfer action button in the toolbar.

Performing Actions

Whole buttons can be clicked to select or deselect them. When selected, the border will turn blue. Once the button is selected it will become the target button for your action.

Every button in the toolbar requires a destination button to be selected. Clicking an action button with no extension selected won't trigger any results. Some actions will work only on the active line for that extension. For example, if an extension has two calls, and one of them is held, if you click the record button it will start recording only the active line (not the held one). The same happens with the HangUp or Transfer buttons: if you have two calls on your phone and one is held, clicking the Transfer button will redirect your active call, and not the held call.

To transfer a call, when talking to someone click on the target extension, it will be highlighted blue, and then click the Transfer button in the toolbar.

To record a conversation to disk, click on the extension button you want to monitor and then click the record button in the toolbar.

Action submenu

The presence icon for buttons of any type can be clicked to perform extra actions. When single clicking the icon a popup menu will show up listing the allowed actions for that particular button. This way you can add, remove or pause members from a queue, email users or pickup parked, queued or trunk calls.

Extension actions:

For extensions you can select to send emails to them (if the email setting is defined in the button configurations), you can initiate chat (if your license includes Chat support and you have the chat permission set), you can pause or un-pause the queue member, or you can add or remove the extension from any available queue 

For parking slots, trunks and queue waiting calls you can pick the calls up. (needs the pickup permission)

For queue member icons you can choose to remove them or pause/unpause them (it requires the queuemanager permission)

For conferences you can perform global actions or individual actions, like mute/unmute, lock/unlock, kick, etc. (it requires the meetmepermission)

Contacts / Visual Phonebook

At the top right of the main panel window, under the User icon, you will find access to the Contacts menu entry/icon. When clicked you will be presented with a phonebook application where you can add, edit or delete entries.

Usage is straightforward. You can click the Add button to insert new records or click the action buttons for each record to view, edit or delete them. There is a search box that lets you search for any string or number. And an Export button that lets you export to CSV your phonebook.

Phonebook entries will be searched in real-time when you type something on the Dial box, so it can be used as a company directory. It will also be searched when an inbound call is received. If the caller id matches one of the entries, it will use the name and picture of the contact for a call notification that will pop up at the lower right hand of FOP2 screen as depicted here:

Importing Data

You can import CSV data to the phonebook by clicking the Import icon. When clicked it will show you an extra field where you can type/search the csv file name to import. The first line on the CSV file must contain the field names, and the following lines the records you want to insert. This is a sample file:

sample.csv

firstname,lastname,company,phone1,phone2,private

Nacho,Rodriguez,Telecorp,123900001,125900002,no

John,Doe,Simcorp,55555555,,606,no

Most fields are self-explanatory, like firstname, lastname, etc.

The private field lets you mark a record as private or not (private records can only be edited and viewed by its owner).