Destination Field

The destination field displays various user and caller information. However, administrators can define that certain information is hidden. This applies to the following information:

  • Extension number status

  • Presence status and information

  • Number of agents serving in a queue

  • Number of free agents

If administrators have not restricted the destination field information, the field displays name, mobile number, destination number, extension number status, mobile number status, presence status, and some additional items such as icons.

Name

This field displays the optional name information related to the selected number. The name must exist in the database.

Mobile Number

This field displays the optional mobile number related to the selected extension number. The number must exist in the database. If the destination number cell displays the extension number, click this cell to replace it with the mobile number.

Destination Number

This field is for entering the B number. You can enter it in the following ways:

  • Enter the number directly into the cell by using your keyboard. If the number is included in a company-wide directory, double-click the number to transfer information to the rest of the cells. The application recognizes also mobile numbers in company-wide directories.

  • Double-click an empty field. The application transfers the previous destination number to the field.

  • Use the directory search functions and click a search result. You can also click the number fields in the detailed information tabs. For more information, see Using Directory Search.

  • Click the Redial button (or use a shortcut key) and select the number from the dialog box. It displays five previous destination numbers of your current session.

  • Use the quick dialing functions. For more information, see Quick Dial Buttons.

  • Use a shortcut key to transfer the previous destination number to the cell. For more information, see Shortcut Keys.

  • Copy a number from another application and paste it into the cell. You can use the standard Microsoft Windows shortcut keys or the dialog box, which appears by right-clicking the cell.

  • Double-click an item in Tools > Calls.

  • Hold down the Ctrl key and double-click an item on the History tab page.

DTMF Digits

The destination field supports DTMF digits (0 1 2 3 4 5 6 7 8 9 A B C D * #) within the entered number. Therefore, users can log on to conference calls by entering both the telephone number and the participant code of a conference call to the destination field. The string is in the format:

nnnnnnnnnnnnXzzzz[DTMF digit if one is required] where

  • nnnnnnnnnnnn = the telephone number

  • X = the character that separates the telephone number and the participant code

  • zzzz = the participant code.

The string is sent after the call is connected.

As of SP08, the DTMF digits can be included in the number saved in the directory. Before that, all non‑numeric characters where removed when a number was copied to destination field, but now the plus sign (+) is kept in the beginning of a number, and after an x, a string of DTMF digits is kept.

Changing A Number

As of 1608, a user can define that the displayed caller’s number (A number) is different from his real number if the feature, and the number used, is supported by the PSTN operator. The feature is enabled only if editing the parameter Visible A Number is allowed for the user.

To define a different A number, enter first the callee’s number (B number), then Y character, and then the displayed caller number (A number).

example:

  • To make a call to the number 123456 so that the displayed caller’s number is 654321, enter in the destination field: 123456Y654321.

  • The DTMF number can be added (with X separator) to these numbers as well. For example, to send a DTMF value abcd to the number 123456 so that the displayed caller’s number is 654321, enter in the destination field: 123456XabcdY654321.

Extension Number Status

This field displays the technical status information. It includes the presence icon along with presence status text. The following values are possible:

  • Busy

    The number is busy.

    A number in brackets after the Busy value indicates that the user has more than one call in the personal queue. The calls can be active or waiting. This function is especially useful for switchboard operators.

    The Queue (X/Y) value indicates that it is a queue number in which X is the number of call in the queue and Y is the queue size. This is also a useful function for switchboard operators.

  • Ext. No.

    The user is logged off, but may be using a separately defined external device (such as PBX). Contact the supplier for further information.

  • Forwarded

    Calls are forwarded to another defined number.

  • Free

    The number is free to receive calls.

  • Logged Off

    The user is logged off.

  • Not Available

    The user is not free to take calls due to an absence profile.

The (Outbound) text next to the status value indicates that the user is participating in a predefined outbound call campaign.

Mobile Number Status

The mobile number status can be displayed in the following cases:

  • The Display Mobile Status option is selected in Tools > Settings > Phone > General.

  • The mobile operator offers the service on their website and this mobile status query URL is defined in the Agent Server installation variable, and displaying the status is enabled in System Configurator User/User Settings Template > CDT Phone Settings.

The values are as follows:

  • Busy

    The destination is not free.

  • Free

    The destination number is free to receive calls.

  • Not Available

    The destination is not available.

  • Unknown

    The destination number status cannot be determined.

Presence Status

The optional presence status, which is defined in the presence profile, defines how your call is handled. The status takes into account the defined profile exceptions. The following values are available:

  • Busy

    The number is busy.

  • Free

    The number is free to receive calls

  • Forwarded

    Calls are forwarded to another defined number.

  • Mobile Phone

    Calls are forwarded to the mobile number.

  • IVR

    Audio messages (prompts) are played to callers.

  • Ext. No

    The user is logged off but may use a separately defined external device (such as PBX). Contact the supplier for further information.

  • Switchboard

    Calls are forwarded to the default overflow queue.

  • Voicemail

    Calls are forwarded to the voicemail number.

  • Conference

    Callers are forwarded to Conference IVR.

Additional Items

The destination field may also display the following additional items:

  • Informative messages such as Invalid number and Talking time limit reached. Some of these messages are optional.

  • Call-related messages such as xxx is parked and xxx is on hold if the user interface is in the compact mode.

  • Icons: a star icon indicating that the MTD function is active and a yellow round icon indicating that your supervisor is waiting for your call