What’s new

• Call Transfer: Move a live call to another agent or department from the web panel.
  
  
• Real-time Call Duration: See an on-call timer in the widget.
  
  
• Hang Up from Web Panel: End a call from the dashboard when landlines don’t auto-disconnect.
  
  
• Add Notes Mid-call: Capture notes during the call; saved to the call log.
  
  

Who can use this

• Roles: Admin or Moderator recommended; Agents need permission to Transfer, End calls, and Add notes.
  
  
• Browser: Latest Chrome, Edge, or Firefox.
  
  
• Access: MyOperator Web Panel → Live Calls.
  

DTMF explained: Dual-tone multi-frequency (the tones when pressing phone keys). Call transfer via the widget avoids DTMF issues seen in manual phone transfers.

Table of Contents

• Transfer a live call  
• View call duration 
• Hang up from web panel 
• Add notes mid-call 
• Troubleshooting
  

Before you start (Prerequisites)

• You’re signed in to the Web Panel with a role that has call control permissions.
• Your headset/handset is connected and active in the browser/computer.
• The call you want to control appears in Live Calls.
  
  

Transfer a live call

1. In Web Panel → Live Calls, select the active call.
2. Click Transfer in the widget.
3. Choose Agent or Department from the list.
4. Optional: Add a brief note (e.g., “Customer asks for billing”).
5. Click Confirm Transfer.

Expected result: The call moves instantly to the selected destination. The transfer is logged with timestamp and note (if provided).

Why this helps: No need for extension numbers, and it avoids DTMF glitches seen with manual phone transfers.

View call duration

• The timer starts when the call connects and counts in real time.
• Hover the timer to see connected at and total talk time.

Expected result: You can identify long or off-topic calls and compare talk time across teams in reports.

Hang up from web panel

1. Open the active call in Live Calls.
2. Click Hang Up.
3. Confirm when prompted.

Expected result: The system ends the call from your side even if the caller or certain landlines don’t disconnect automatically. The call log shows Ended by agent with a timestamp.

Tip: Use this to enforce internal time limits and save minutes on unresolved calls.

Add notes mid-call

1. On the active call, click Add Note.
2. Type key points or action items (e.g., “Promised callback at 4 PM IST”).
3. Click Save.

Expected result: Notes attach to the call log and appear in follow-up views for any agent.

Best practice: Use concise, action-oriented notes that support multi-agent workflows.

Results & where to find them

• Call Log: Shows transfer events, end-call events, and notes with timestamps.
• Analytics/Reports: Use Talk time and Call duration to track efficiency across teams.
• Contact/Customer Timeline: Mid-call notes appear alongside the recording and disposition (if enabled).

Limitations & edge cases

• Availability: Web panel only. Not in the Mobile App. No API endpoints yet.
• Permissions: If you don’t see Transfer, Hang Up, or Add Note, ask an Admin to grant access.
• Transfer failures: Destination must be available/online; otherwise you’ll see an error and the call stays with you.
• Hang Up control: Some carriers may take a few seconds to finalize disconnection after you click Hang Up.
• Notes editing: Notes saved mid-call are timestamped; editing may be restricted by role.

Troubleshooting

• I can’t see the Transfer button.
  Ensure your role allows Call Control → Transfer. Refresh the web panel or sign out/in.
  
  
• Transfer says “Agent unavailable.”
  Choose a different agent/department or retry after the target is online.
  
  
• Hang Up is disabled.
  The call might already be in a wrap-up state or your role lacks End Call permission.
  
  
• My notes didn’t save.
  Check connectivity, then retry. If the call ended, add notes from the Call Log → Add Note.
  
  
• DTMF still causes issues.
  Use the widget’s Transfer instead of keypad-based transfer on desk phones.
  
  

Still stuck?

Use in-app chat (Help → Support) or email your admin.