Using the Call Handler Applet

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Enterprise Telephony > Common > Call History > Usage

The call handler applet

The Call Handler applet is a more specialized way of looking at call log entries. It displays the most relevant information on a per caller-callee basis so that they are always treated as consolidated entries, each entry life cycle being displayed with its latest state.

 

callhandlerIt shows an entry per caller or per pair of line and caller, the most recent first, and can be scrollable (it isn't by default). Once an entry reaches the end of the applet, it is hidden and will never show up again until a new call is made related to that entry.

 

An entry contains the caller's extension or display name, the local line's display name or extension, the elapsed time until the oldest unanswered missed call, the occurrences counter and the state bullet.

 

The occurrences counter shows the number of missed calls until the last established one (third entry). The state bullet is either red if the last call was missed or green otherwise (first entry). A remotely established call, to the voicemail or picked up by someone else (i.e. green-light missed call), resets the counter to 1 and switches the state bullet green (second entry). So those two indications allow to know whether user have to call back or not.

 

The elapsed time counter, combined with the occurrences counter, allows to determine a priority for a call (e.g. 8606 called 3 times in the last 15 minutes). Additionally, some thresholds may be defined to change the background color of entries according to how long they have been waiting.

 

When pressing an entry, the same popup as the one in call history applet shows up displaying more information about the call and allowing to redial or add a shortcut.

Typical usage

A user is logged-in on a turret. He receives a call on a shared line but, for some reason, cannot pick it up.

handlerentry1

 

A new entry appears in his call handler applet. This entry has an occurrences counter set to one, a red bullet indication it is a missed-in and a time counter that starts counting from 00:00.

After a few minutes, the caller tries a second time but the user is still not able to pick up the call

handlerentry2

 

The call handler entry is updated. The entry has the occurrences counter set to two, bullet is still red and the counter continues.

The caller retries a third time, this time the call is picked up by someone else.

handlerentry3

 

The call handler entry is updated. The entry has the occurrences counter reset to one, bullet turns green indicating call is not missed anymore and timer disappears.

Later, the user calls back.

handlerentry4

 

The call handler entry is updated. The entry has the occurrences counter reset to zero, bullet stays green and the counter disappears.