Active Panel-Calls: Live Call Monitoring & Quick Actions

How to open the Active Panel from the Dashboard

1. Log in to your Zonitel Office portal: office.zonitel.com

2. Go to Calls and look for the Active Panel Calls.

3. Click Active Panel-Calls to open the live view.

If you do not see this option in the menu, ask your administrator to check your user access.

Tip: Use Lock layout to keep your tiles in a fixed order, or Reset to restore the default arrangement.

What you will see on Active Panel-Calls

1) Live counters (top section)

These counters summarize activity at a glance:

• Active Calls: calls happening right now

• Total Calls: total calls tracked in the panel (time range depends on your setup)

• Inbound / Outbound: direction breakdown

• Missed: calls not answered

2) User/Extension tiles

Each tile usually shows:

• User name + extension number (This name comes from the internal caller ID name on the extension's setting)

• Status (example: ONLINE, OFFLINE, RINGING, ANSWERED, HANGUP)

• Call type (inbound or outbound when active)

• Caller/number info (when available)

• Time (how long the call has been active)

Statuses explained

• ONLINE: available to receive calls

• OFFLINE: not available (logged out, disconnected, or not registered)

• RINGING: receiving a call right now

• ANSWERED: currently on a call

• HANGUP: the call has just ended

Tip: Focus on RINGING tiles to prevent missed calls, and use ONLINE tiles to find each available teammate.

Everything you can do from the Active Panel when a call is active or in an answered status

These actions require an active call and the appropriate permissions. When no calls are active, there is no call on which to use these options.

A) Available listening options explained

Listen

• Silent monitoring only

• Best for call reviews and quality assurance

• No interaction with the call

Whisper

• Speak only to your agent/extension.

• The caller cannot hear you.

• Useful for live coaching or assistance

Conference

• Join the call as an active participant

• Both the agent and the caller can hear you.

• Useful for escalations or management involvement

B) Transfer a live call

1. Click the tile showing ANSWERED.

2. Choose Transfer.

3. Select the destination user/extension.

4. Confirm.

C) Hang up / end a call

• End an active call from the call actions menu on the tile (if your role allows it).

D) View call details

• See key details like direction (inbound/outbound), caller ID, and call duration.

E) Monitor team availability at a glance

• Quickly identify:

  • Who is ONLINE and ready

  • Who is ANSWERED (busy)

  • Who is OFFLINE (not available)

  • Where multiple users are RINGING (coverage needed)

F) Reduce missed calls with faster routing

• Use the panel to route work to available teammates and balance the load during peaks.