Live Active Call Status Tile

Tile Configuration

Live Active Call Status tile configuration settings

The Live Active Call Status tile monitors the status for all active calls on an account. The configurable settings are as follows:

Setting	Description
Title	Create a unique title for the tile to indicate what information the tile is displaying
Select Account	Choose which account to use for the tile display. Refer to Switching the Account View to find out how to locate and add an account to the tile.
Background Colour	Change the background colour of the tile to make it stand out on the dashboard. Click on the colour box to choose a colour or insert a Hex code.
Text Colour	Change the colour of the text displayed on the tile to make it stand out against the tile background and on the dashboard. Click on the colour box to choose a colour or insert a Hex code.
Active Call Chart History	Period for which to display active call history in the chart. Choose from: 2 minutes 5 minutes 10 minutes 20 minutes 30 minutes Note: If you change this period in the tile configuration, the chart will reset.
Chart Line Colour	Colour of the chart line plotting the volume of active calls. Click on the colour box to choose a colour or insert a Hex code.
Active Bar Colour	Change the colour of the bar next to the call/feature status where calls are in progress for that category (default is green) Click on the colour box to choose a colour or insert a Hex code.
Inactive Bar Colour	Change the colour of the bar next to the call/feature status where no calls are in progress for that category (default is grey) Click on the colour box to choose a colour or insert a Hex code.

Tile Display

Tile display

Tile Display Information

Description	Definition
Total Calls	The current total number of active calls across the account (as selected in the configuration settings). The total is the sum of all the other figures shown in the tile. Note: that depending on the service plan configuration, a single call may pass through multiple features before it ends, therefore, whilst the total calls figure may stay the same (if for example there was only 1 active call on the selected account), the figure against the listed features may change. An individual call can only reside in a single feature category at any one time. For example: a simple one to one routing with voicemail will first show against ‘Ringing Destination’. If answered then it will move to ‘Connected’; if it goes to voicemail then the figure will then move to show against ‘Voicemail’. Once a call has ended the Total Calls and Feature type figures will return to ‘0’ (if there are no other active calls).
Ringing Destination	X calls are ringing a destination
Receiving Fax	X calls are receiving a fax
Conference Call	X callers in a conference
Playing Audio	X calls are playing audio via the Play Audio node
Voicemail	X caller are currently leaving a Voicemail message
IVR Menu	X calls are in an IVR menu
Queue Waiting	X calls are in a Queue
Recording Audio	X calls are using the Record Audio node
Voice Capture	X calls are using the Voice Capture node
Send Post	X calls are using the Send Post node
DTMF Capture	X calls are using the DTMF Capture node
DCA Waiting	X calls are waiting to be answered – the call is either ringing an available Agent or is being queued in the DCA node as there are no Agents available.
Connected	X calls are connected to a destination – this is where the call has been answered by a destination number and is in progress and no other feature, such as Call Recording is activated.
Recording	X calls have been answered and are being recorded (call recording is activate on the service). Note: If call recording is active on another feature within the Active Calls tile, where the call has been answered by a destination, such as DCA, the figure will show against Call Recording, not Connected.
Other	Any calls not covered by the above
Chart	Displayed at the bottom of the tile, this shows the current number of active calls for the selected account (set in the configuration settings) over the last X minutes (as defined in the configuration.). If there are no calls in progress, it will update every 10 seconds populating the chart with zero. If there are calls in progress then the chart will update 5 seconds. Note: The chart will reset if you change the display period in the tile configuration.