What is and How-to for your FOP Switchboard

So what exactly is the FOP switchboard? #

The FOP switchboard is an online panel that lets you see what is happening with all the phone users on a single screen.  Activities such as talking and to whom, call durations, held calls, queued calls, etc. If configured, you can also control your phone and perform transfers, launch call spying and whisper, monitor queue activity and more, all from within your web browser.

A switchboard is an ideal tool for receptionists because:

  • You can see who is available or not.
  • You can transfer directly to destination extension, voicemail or external numbers.
  • You have the ability to pickup ringing phones.
  • You can manage and visualize parked calls.

It is also ideal for call center supervisors because:

Not only you can see extension status, but also a quick glimpse of queues.

  • See agents logged into a queue.
  • See agent status (paused, logged off, invalid).
  • See every call waiting on the queue with its timer.
  • Manage agents: add, remove or pause queue members.
  • Filter extension list to only queue members with one click.
  • Help manage calls and/or whisper to your agents.
  • Initiate call recording to disk.

If you are smaller operation, it can also be helpful because:

  • You do not need to be a receptionist or run a call center to take advantage of FOP2 features, as it lets you control your own calls even before you pick them up!

To see how it works here is a YouTube video from Cross Talk Solutions:

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