Active Calls
📖 Introduction
Active Calls shows all calls currently in progress. Monitor live call activity across your organization.
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🎯 Use Cases
| Use Case | Benefit | |
|---|---|---|
| Monitor call center | See all active calls | |
| Identify long calls | Find unusually long conversations | |
| Troubleshooting | Verify calls are connected | |
| Capacity planning | See concurrent call usage |
🖥️ Accessing the Module
Navigation:Reports → Active Calls
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📝 Active Calls Display
| Column | Description | |
|---|---|---|
| Extension | Who is on the call | |
| Caller | Caller ID | |
| Destination | Who they're talking to | |
| Duration | Time on call | |
| Status | Talking, Ringing, Hold | |
| Actions | Monitor, Whisper, Barge |
Status Indicators
| Status | Meaning | |
|---|---|---|
| 🟢 Talking | Active conversation | |
| 🟡 Ringing | Call is ringing | |
| 🟠 Hold | Call on hold | |
| 🔵 Queue | Waiting in queue |
Actions (if supervisor)
| Action | Description | |
|---|---|---|
| Monitor | Listen silently | |
| Whisper | Talk to agent only | |
| Barge | Join both parties | |
| Hangup | End the call |
💡 Tips
TIP
Auto-refresh: Page updates automatically.TIP
Monitor long calls: Click to listen if call seems stuck.---
🔗 Related Modules
- CDR — Historical call records
- Queue Reports — Queue monitoring
- Call Statistics — Trends over time
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← Previous: Call Statistics | Next: Queue Reports →