Toolbar

The Toolbar is a dockable user interface, allowing quick access to many core features.

*NOTE: Toolbar feature availability will vary by BroadWorks user and license type. Also requires Go Integrator license (available with Go Integrator SOLO, TEAM AND UNITE)

*Example of a user with 'BroadWorks Call Centre':

*Example of a user without 'BroadWorks Call Centre':

Drag the toolbar to the top or bottom of the screen, then select 'dock' to set it in place:

*NOTE: Select 'dock' again to reset the toolbar position.

Features

CRM Integration

The left-hand side of the toolbar displays call preview, contact popping, and extension / group / queue name information:

Call Outcome

An Outcome code can be set while the agent is in a queue call or in 'Wrap-up' status.

These Outcome code examples are configurable in BroadWorks:

 

Call control

This provides standard Call Control features:

*NOTE: Some features will only display if the service is available to the user. Conference is not available from the toolbar.

Outgoing Number

Allows the agent to select the outgoing DNIS presented to the called party. This can be set manually by selecting a number from a drop-down list from the toolbar:

Alternatively, this setting can be pre-configured from the Dial settings:

*NOTE: This feature requires the BroadWorks Premium Call Centre DNIS service.

Agent Availability

Allows an agent to select their availability status:

Example of custom Unavailable codes as configurable in BroadWorks:

Assistance

Select Assistance while in a call to escalate to a supervisor defined in BroadWorks.

*NOTE: This action simply sends the #83 feature code.

Queue management and information

This feature displays the following information about the available call queues:

• Which queue(s) the agent is assigned to (indicated by the check box).
• Number of agents joined to a queue.
• Number of agents available to take a call.
• Expected wait time for callers currently in the queue.

 *NOTE: Agents may join or leave a queue using the check box on the left-hand side. Call queue statistics are provided directly from the BroadWorks platform.

Features available by Call Centre type

Feature/Call Centre type	Basic	Standard	Premium
Disposition codes	No	No	Yes
Outgoing As	No	No	Yes
Availability	No	Yes	Yes
Join queue	Yes	Yes	Yes
Queue stats	No	Yes	Yes

Feature visibility

Toolbar features availability is dependant upon:

1. The Go Integrator license type assigned.

2. The BroadWorks services assigned to the user.

3. The queue type associated with the active call.

Protocol support

Toolbar agent features are available with XSI over both HTTP/S and CTI protocols.

*NOTE: They are not available when using Go Integrator in UC-One mode.