Unity - Active Calls and Contacts List

Active Calls List

This table shows the calls that are currently active on the user's line.  Each column gives specific information:

 

• From: The name or phone number of the person who initiated the call.
   
• To: The name or phone number of the person receiving the call.
   
• Duration: Current time the call has been active.
   
• Status: Displays the state of the call
   
  • Active: The user is currently talking to the other party
     
  • On Hold: The caller is on hold.
     
  • Call Parked: The call has been parked against the user's line.
     
• Notes: Shows history of the call.  For example: called 20 minutes ago.
   

Contacts With Personal Directory

The contacts section allows a user to track similar to BLF what other users on the enterprise are doing.  Personal contacts can also be added to the directory for contacts outside the enterprise.




The status of contacts is shown on the left-hand side with different markers indicating what their line is doing:
 

• Green: The user's line is not in use.
   
• Yellow: The user is receiving a call.
   
• Red: The user is on an active call.
   
• Blue Handset with Arrow: The user has forwarding enabled, see the Status column for where calls are being forwarded.
   
• Red with White Line: The user has Do Not Disturb enabled.
   

The columns in the Contacts section all provide different information:
 

• Name: The name of the contact.
   
• Phone: The phone number or extension assigned to that contact.  An internal contact will show their primary phone number if one is assigned instead of their extension.
   
• ACD State: If the internal contact is a call center agent, their ACD state will be listed.
   
• Status: This shows who an internal contact is talking to on the phone.  It will also show forwarding status and Do Not Disturb.
   

Changing the List of Monitored Users

The number of monitored users varies based on the unity service being used.  The table below shows the number of users that can be monitored.
 

To change the list of monitored users:
 

1. Right-click anywhere in the contacts section.
    
2. Select Manage user list.
    
3. Move users to monitor to the right section.
   
   
    
4. Click OK.
    

Adding to Personal Directory

Personal contacts can be added at any time.  These contacts can be found by using the search feature.

Personal contacts can be added to the list by:
 

1. Right-click anywhere in the contacts section.
    
2. Hover over Personal Directory.
    
3. Select Add new entry.
   
   
    
4. In the window that appears add a Name and Phone Number.
   
   
    
5. Click OK.
    

Contact Groups

Contact groups is a feature unique to Unity Reception that allows specific contacts to be grouped together. This can be useful if you wish to be able to pull up a group of contacts with a single click. This feature will replace the search letter feature with the contact group feature.
 

Search by Contact Group

To configure the settings to allow quick searching by contact group:

1. Click the Settings button.
    
2. Select the Settings tab.
   
   
    
3. Click Contact Search under the Appearance header.
   
   
    
4. Select Show Contact Groups.
   
   
    
5. Click OK.
    

Add Contact to a Search Group

To add a contact to a search group:
 

1. Right-click on the contact.
    
2. Hover over Add to contact group.
    
3. Either select an existing group or click on New Contact Group to create a new group.
   
   
    
   1. For new groups, enter a name for the contact group and click OK.
      
       
   2. The contact group will be created and if search by contact group is enabled the group will appear at the top of the contacts section.
      
      
       
4. The user will be added into the contact group.
    

Call Logs

The call logs tab shows recent call activity and is filtered by Missed calls, Received calls, and Dialed calls.




Use the radio buttons at the top of the call logs section to show call types.  The table below shows information about the calls:
 

• Call Date: Date and time the call took place.
   
• Phone Number: The phone number or extension of the outside party
   
• Name: Name or caller ID of the outside party.