The APA complements your telephony without replacing it. While using APA, you can keep using the same functions on your phone as before. You now have two ways of calling, answering, transferring, etc.
This guide assumes APA Client has already been installed with valid licence on your computer. For any issue, please contact your system administrator.
To log in, your computer must be connected to the internet so that it can establish a connection with SCOPTEL. You must also have an agent profile configured in SCOPTEL.
To log out of APA, click the user icon or name on the far right and select
Telephony functions are located at the center of the application ribbon. There is a field to type phone numbers, and appropriate action buttons depending on your status.
Once you are logged in the application, you will be notified of incoming calls.
To accept the call, click
. The call will be accepted on your phone terminal, via headset or speaker.
If you administrator has set up the
option for your calls, the call will be automatically picked up without your intervention.
To dial an extension or an outgoing call, type the number in the text box
CLICK HERE TO TYPE #
You can put yourself in pause mode so that you stop receiving phone calls from queues, and your phone sends a busy signal if someone tries to call it.
If your computer is connected to a Kuando Busylight, it will display the following light signals:
APA displays two global stats:
A new window will pop up. The available statistics are:
This panel will keep displaying the statistics for the selected queue. To change queue, click
and select the one you want.
To view activity on the queues and log into or out of queues, you can use the
view. To open
view, click on
The information displayed includes:
There is also a row of checked boxes on the left. The active ones indicate the queues that you are currently logged in. If system settings allow it, you can log yourself in or out of a queue by clicking a box and clicking
You can access preferences by clicking your user icon or name on the far right and choosing
. You will see the version number under the About heading. There are several preferences that you can access:
o apply those changes, the application needs to be restarted.