Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
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The agent mode allows users to answer calls in the queue, to transfer calls back to the queue, to
make outbound calls, and to manage their availability. Agents can also escalate calls to a
supervisor on duty.
Supervisors have the additional abilities to monitor the status of all agents in their Call Center, to
barge in silently on active calls, and to examine statistical reports on Call Center activity and queue
size.
Figure 29. Clearspan Call Center (Agent Mode).
The following elements are available from the Call Center interface:
Logo pane
– The Logo pane displays information about you and contains links to other
pages and functions.
Call Console
– You use the Call Console to view and manage your current calls.
Contacts pane
– The Contacts pane contains your contact directories, the list of your
supervisors, and the list of the call centers to which you belong. It allows you to use your
contacts to make and manage your calls.
Dashboard pane
– The Dashboard pane provides real-time summary information about
up to 50 call centers selected from the list of call centers to which you are assigned.
Call History dialog box
– You use the Call History dialog box to view your past calls and
make calls from history.
Chat windows
– You use Chat windows to chat with your IM&P contacts.
Report window
– You use the Report window, accessed via the Reporting link, to
generate reports about your activity and performance in the call centers you are staffing.
Settings pages
– You use the Settings pages, accessed via the Settings link, to configure
various aspects of Call Center.
