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Use the Operator Panel to manage and transfer calls

Get a live, wallboard-style view of every extension's status and every active call, and transfer calls by dragging them straight onto the person you want to answer.

Who this is for: admins and receptionists

Before you start

  • Your account needs company-wide Operator Panel view access. Transferring calls also needs transfer permission. Ask your admin if you cannot open the panel or transfer a call.
  • Extensions should already be set up for the people you want to see and transfer calls to. See Create an extension and assign it to a user if you haven't done this yet.

Steps

  1. In the left rail, select Home, then Operator Panel.
  2. The Extensions panel on the left shows every extension as a card with its live status. Use the filter buttons above it (All, Registered, Available, Ringing, On Call, DND, Offline) to narrow the list, or type in the Search extension or name box. Switch between Comfortable and Compact card sizes with the density toggle.
  3. The Active Calls panel on the right lists every call currently in progress, with the caller's details.
  4. To transfer a live call, drag its card from Active Calls and drop it onto an extension card in the Extensions panel. You can only drop onto an extension that's Available and registered: anything else shows an error instead.
  5. When you drop a call onto an extension, a menu appears with two options:
    • Blind Transfer: transfers the call immediately
    • Attended Transfer: lets you speak to the recipient first before completing the transfer
  6. Select Pop Out in the top right to open the Operator Panel in its own window: handy for keeping it open on a second screen while you work elsewhere in the portal.
  7. Select Refresh for an immediate update. The panel also refreshes automatically; the footer shows the interval and when it last updated.

Check the live status

Live means live updates are connected and your access has been accepted. Reconnecting means live updates are not currently active; the panel continues its automatic refresh checks. Check the last-update time before relying on a call or extension's status.

Live operator updates stop immediately when someone's access is removed, including in an already open panel. Ask your admin to check your access if needed. If Reconnecting or a loading error persists, select Refresh, then raise a support ticket.

Screenshot

Screenshot of the Operator Panel with the Extensions grid on the left, the Active Calls list on the right, and a call being dragged onto an available extension with the Blind Transfer / Attended Transfer menu open.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.