Using Unite PBX is too much easy and user-friendly with the UI itself being efficient enough to guide you how to set up a project for call forwarding. To get accustomed with how Unite PBX does call-forwarding for you, create a new project with just a few clicks of mouse and keyboard strokes and experience the ease of forwarding an incoming call to the desired Skype user by just pressing the extension key.

Nevertheless, Unite PBX is shipped with a sample project already created for you with the main line having an extension set to the echo / sound test service of Skype. Thus knowing how to use Unite PBX begins immediately after the installation of the product on your computer.

A project describes the way an incoming call is routed to an agent on pressing an extension. The user can create a new project from the project menu or by pressing Ctrl+N. Each project has a main line with the specified number of extensions (agents). The user can specify different settings for each extension in different projects. You can add new agents and delete existing agents as per your wish in a project.

So in a nutshell, a project is created to set up call forwarding extensions.

For creating a new project go to Project menu and click on New Project. You can also click on the New Project button on the toolbar to create a new project. For convenience, use the keyboard shortcut Ctrl+N to create a new project. Whenever you create a new project the dialog boxes will guide you through the process of creating the project.

For activating a recently created project, you can click the Activate Project button on the toolbar. You can also go to the Project menu and just click the Activate Project menuitem to activate the project. After you activate a project, the Activate Project button gets disabled and the Deactivate project button gets enabled. This way Unite PBX keeps you informed whether any project is active at any given time.

You can edit the main line or any extension by just right clicking on it and then going to the option that you wish to edit. It is so easy to edit things like welcome message, the extension number of the agent, notification settings for the agent etc. that any layman can do it. Whenever you edit a project, the Save Project button on the toolbar gets enabled to prompt you to save the changes just made.

You can add agents to your project by simply right clicking on the main line and then going to the menuitem "Add extension Item".

While creating a new project, then the "Add Extension Item" dialog box appears by itself after you add the welcome message.

If you want to add such a contact which is not there even in your Skype contacts, then this can also be done by using the option “Search Friend”. Using this, you can add a new contact to your Skype account itself so that hence forth this contact will always appear in your Friends list.

Yes. You can add, in the agents list, those Skype users who are not there in your friend list. For this select the “Search Friend” option from the “Add Extension” dialog box. In the “Search and Add Skype Users” dialog box, you can search for the desired Skype user from the database of all the Skype users and add this contact as a friend in your Skype friend list. Now you can select the Add Agent option to add a new agent and this recently added contact will appear in your Skype contact list.

You can find all the settings in Menu->Tools->Options. Under the General Settings tab, you can edit the general settings such as the email id from which the notification emails are to be sent, the client application port, whether to start Unite PBX with the system boot or not etc.

Under the Call Settings tab, you can edit the things like delay to answer the incoming calls, delay to start the welcome message, whether to allow outbound calls or not etc.

Under the Notifications tab, you can edit the settings for the voicemail notifications. Here, you can set the recipient, the subject, and the content of the email which is to be sent for the voicemail notification.

SSL stands for Secure Socket Layer. SSL is a security feature implemented for the security of the notification emails that are dispatched whenever a voicemail is generated. When any such email is sent to the agent (or for that matter to the administrator), it passes through the Secure Socket Layer (SSL) thereby making the email communication more secure. Thus it is recommended that you enable the SSL to be used for email communication. Mails going through the SSL will provide you full security from any unauthorized access.

As we know that inbound calls mean the incoming calls to the main line, outbound calls mean just the opposite. Outbound calls are those calls which are going from the main line to some person sitting outside the organization. Outbound calls are always made to some PSTN number. For enabling outbound calls go to Tools->Options->Call Settings and check the checkbox “Allow outbound calls”. Outbound calls facility is only for the agents of the organization. A customer calling the main line from outside the organization does not have the facility to make outbound calls.

Default email setting means that you can set these settings once and then use the settings for whichever agent you want. For each agent, you can specify the notification settings either individually or use the default settings. The default settings are very much useful in case you want to acknowledge some higher authority about the voicemails an agent has received.

To view or edit the notification settings for an individual agent, right click the agent’s extension in the inbound calls flowchart and then click the edit menu-item in the context menu. In the dialog box “Edit Extension-Notification Settings” you can decide whether to use default notification settings for this particular agent or to configure some individual settings for this agent. If you want to use individual settings for this agent, then you can uncheck the checkbox “Use default settings” for email notification or SMS/chat notification as the case may be.

Group Management gives you the facility of calling more than one agent at the same time. This facility has been provided for the administrator to contact a group of agents collectively. For creating a group, click on the Groups tab on the right side and then click the Add button. In the Add Group dialog box, you will see a list of agents from which you can select the agents you desire to be in the group.

Thus, the advantage is that the administrator can contact a group of agents collectively.

Call Personalization is a concept using which a caller can directly connect to a particular agent on calling the main line. If a call is personalized between a caller and another personalized agent, then whenever the caller makes a call on the main line, his call is directly routed to the personalized agent without pressing any extension. Call personalization is useful when a caller needs to have communication exclusively with one agent.

To personalize a call, go to Tools->Call Personalization. In the Call Personalization dialog box, click on Add to add a new personalized call, select a row and click on edit to edit an existing personalized call, and click delete to delete an existing call. To set up a new personalized call, you can select the caller and the personalized agent from the Add Personalized Caller dialog box. Here, caller is the agent who will call on the main line and personalized agent is the agent to whom the call of the caller will be routed directly without the caller being required to press an extension.

Yes, you can have more than one caller for the same personalized agent. This means that both those callers’ calls will directly be routed to the same personalized agent when called on the main line.

Yes. Unite PBX provides you the facility of recording all the incoming and outgoing calls. By default each and every call is being recorded on the server side. On the client side, you need to enable the call recording in order to record the calls. For this check the checkbox “Automatically start and stop recording during calls” under the “Call Recording” tab to start the call recording.

The recorded calls can be accessed in the server application in the area of “Recorded Calls History” under the Management panel.

Unite PBX takes due care of not disappointing the caller even when the agent being called is unavailable, by allowing the caller to leave a voicemail for the agent. Whenever the agent logs back he can access, from the client application, all the voicemails that were left for him. All voicemails recorded in this way are also available on the server side for access by the administrator. The voicemails are available for access on the server under the area of Voicemail Management. The administrator can thus access all the voicemails.

The server application has an area called Call Management where the entire call-history of each and every call is stored. From here, the administrator can monitor all the incoming and outgoing calls, the call timings, the call type etc. Other than this, all calls are recorded by default at the server side. The administrator can visit the section Recorded Calls History to listen to the recorded calls.

In Unite PBX, the Line Management feature has been implemented to handle more than one call at a time. If a new call arrives at the main line when one call is already active, then this call will get handled, provided there exist more than one line.

To start more than one line, go to Line Management. In the line management area, a new line can be added by clicking the Add Line button. To start a newly created line, just select that line by clicking it and then click the Start Line button. Whenever you activate a project, the first line (named as main line) gets started by default. This facility of multi-line-management works in an efficient manner to handle more than one calls arriving at the main line simultaneously. When a new call arrives, it is handled by that line which is currently free.

When you add and start a new line, the application creates a new windows user and logs into Skype as this new user using the same Skype account which is used for the main line. When an incoming call arrives, it gets handled by that line which is currently free. This means that it actually gets handled by that particular windows user.

With the efficient architecture with which Unite PBX has been developed, the call to any agent gets transferred almost instantaneously. However, the administrator has the option to manually set any time delay in transferring the call if he wants. The administrator can do this do this from Menu->Tools->Options->Call transfer timeout.

To add a new agent, go to the Contacts area on the right side of the GUI. Under the agents tab, click the Add New agent button to open the Add New Agent dialog box. In this dialog box, you can see the list of Skype contacts of the currently logged in Skype user. You can select the Skype contact to be added as an agent from the list. After this, the Skype contact so added will appear in the agents list.

To edit or delete an agent, go to the Contacts area, select an agent and then click the button “Edit Selected Agent” or “Delete Selected Agent” as per you requirement. While editing agent, you also have the liberty to replace the selected agent with another agent thus editing the agent at that position.

Yes the administrator has the liberty to keep a track on which agents are connected to the server and which are not. In the server application, the list of currently connected agents can be seen in the Extra’s Manager. When an agent gets connected to the server the Extra’s Manager shows the Skype id of this agent, and if an agent gets disconnected his Skype id gets disappeared from the Extra’s Manager.

In the server application, you can find all the voicemails in the Voicemail Management area. On the right side in the window under the Management area, just click on the Voicemail Management button to see the list of all the voicemails that have been generated. From here, you can get all the details of voicemail like the caller’s name & id, the receiver’s name & id, the call time, the voicemail duration etc.

If you want to practically access the voicemail-sound files (which are wav files in this case), you can go to the location C:->Program Files->Unite PBX->conf->voicemailbox. You will find separate folders by the name of each voicemail-receiver here. Inside every such folder, you can find the voicemail which was left for that particular agent.

Yes. You can edit the settings related to voicemail as per your own wish. For example, to edit the default notification settings for voicemail, go to Tools->Options->Notification Settings. Here you can edit the default settings for email notification as well as chat notification. Other than this, you can edit the voicemail settings for each agent individually. For this, right click on the extension of the desired agent in the Inbound Calls flowchart and select Edit. After this, you can edit the notification settings in the dialog box “Edit Extension-Notification Settings”.

Yes. Each the agent will have a client application running on his system. Whenever there is a voicemail generated for any agent, that agent will get the voicemail in his client application. He can access all the voicemails that were left for him. The client provides all the details of each voicemail like the time, duration voicemail id etc.

To record a call go to the Call Recording tab and check the checkbox “Automatically start and stop recording during calls”. Once you check this checkbox, every incoming and outgoing call will be recorded. To stop recording every call, just uncheck this checkbox. So in a nutshell, every incoming and outgoing call gets recorded if the checkbox “Automatically start and stop recording during calls” is checked, otherwise not recorded.

You can access all the recorded calls from this same tab “Call Recording”. You can see a list of all the recorded calls under this tab. To play any recorded call, just select the desired row and click the Play button. The recorded call you selected will be played. To refresh the recorded calls displayed in the table, click the Refresh button. This will fetch any latest recorded call which is not currently present in the list.

An active call is being recorded if the checkbox “Automatically start and stop recording during calls” under the Call Recording tab is checked. Still, an indication of call recording has been provisioned by blinking a red colored dot besides the Refresh button. So if the active call is being recorded, a red colored dot will keep on blinking besides the Refresh button under the Call Recording tab.

Unite PBX Client takes due care of not disappointing the caller even when the agent being called is unavailable i.e whether he is offline or away by allowing the caller to leave a voicemail for the agent. Whenever the agent logs back he can access, from the client application, all the voicemails that were left for him.

All the voicemails are accessible under the tab Voicemails. You can get every detail of the voicemails from here like name of the caller (who has left the voicemail), date and time on which the caller left the voicemail and the duration of the voicemail. If you wish to delete a voicemail file, just click on the desired row and click the Delete button. Selected voicemail will get deleted. To fetch the latest voicemails, click the Refresh button. Clicking Refresh will fetch any latest voicemail which is not currently present in the list.

To listen to any voicemail, just click on that desired voicemail and then click the Play button. The selected voicemail will get played for you.

In Voicemails tab, the details of voicemails like date, time and the duration of the voicemail is also displayed along with the name of the caller and also to fetch the latest voicemails, click the Refresh button. Clicking Refresh will fetch any latest voicemail which is not currently present in the list. So, the voicemail which is having recent date and time of that caller is the recent voicemail placed from that Skype Id.

If you want to practically access the voicemail-sound files of Unite PBX Client, you can go the location “C:\Program Files\UnitePBXClient\conf\voiceMail”. You will find separate folders by the name of each voicemail-receiver here. Inside every such folder, you can find the voicemail which was left for that particular agent.

All the lines which are involved in project activation are displayed in “Select Line” option and if no project is activated, in that case it shows “No line available”. Suppose, if two projects are activated, the lines by which they are activated are displayed in “Select Line” option and if none of them is activated, it will show “No Line available”.

No, country will not play any role if an agent wants to call on any Skype Id instead of calling any contact number because call directly goes to the Skype Id irrespective of the country name.

To make an outbound call using dial pad, select the line by which the outbound call is to be done. “Select Line” will show all the Skype-Ids which are involved in project activation and also select the country where you want to call. If no line is available then outbound calls can’t be made.

Using Unite Call Center is too much easy and user-friendly with the UI itself being efficient enough to guide you how to set up a project for call forwarding. To get accustomed with how Unite Call Center does call-forwarding for you, create a new project with just a few clicks of mouse and keyboard strokes and experience the ease of forwarding an incoming call to the desired Skype user by just pressing the extension key.

Nevertheless, Unite Call Center is shipped with a sample project already created for you with the main line having an extension set to the echo / sound test service of Skype. Thus knowing how to use Unite Call Center begins immediately after the installation of the product on your computer.

A project describes the way an incoming call is routed to an agent on pressing an extension. You can create a new project from the project menu or by pressing Ctrl+N. Each project has a main line with the specified number of extensions (agents). The user can specify different settings for each extension in different projects. You can add new agents and delete existing agents as per your wish in a project.

So in a nutshell, a project is created to set up call forwarding extensions.

For creating a new project go to Project menu and click on New Project. You can also click on the New Project button for this. For convenience, use the keyboard shortcut Ctrl+N to create a new project. Whenever you create a new project the dialog boxes will guide you through the process of creating it.

For activating a recently created project, you can click the Activate Project button on the toolbar. You can also go to the Project menu and just click the Activate Project menuitem to activate the project. After you activate a project, the Activate Project button gets disabled and the Deactivate project button gets enabled. This way Unite Call Center keeps you informed whether any project is active at any given time.

You can edit the main line or any extension by just right clicking on it and then going to the option that you wish to edit. It is so easy to edit things like welcome message, the extension number of the agent, notification settings for the agent etc. that any layman can do it. Whenever you edit a project, the Save Project button on the toolbar gets enabled to prompt you to save the changes just made.

You can add agents to your project by simply right clicking on the main line and then going to the menuitem “Add extension Item”. While creating a new project, then the “Add Extension Item” dialog box appears by itself after you add the welcome message. If you want to add such a contact which is not there even in your Skype contacts, then this can also be done by using the option “Search Friend”. Using this, you can add a new contact to your Skype account itself so that hence forth this contact will always appear in your Friends list.

Yes. You can add, in the agents list, those Skype users who are not there in your friend list. For this select the “Search Friend” option from the “Add Extension” dialog box. In the “Search and Add Skype Users” dialog box, you can search for the desired Skype user from the database of all the Skype users and add this contact as a friend in your Skype friend list. Now you can select the Add Agent option to add a new agent and this recently added contact will appear in your Skype contact list.

You can find all the settings in Menu-> Tools-> Options. Under the General Settings tab, you can edit the general settings such as the email id from which the notification emails are to be sent, the client application port, whether to start Unite Call Center with the system boot or not etc.

Under the Call Settings tab, you can edit the things like delay to answer the incoming calls, delay to start the welcome message etc.

Under the Notifications tab, you can edit the settings for the voicemail notifications. Here, you can set the recipient, the subject, and the content of the email which is to be sent for the voicemail notification.

SSL stands for Secure Socket Layer. SSL is a security feature according to which any email sent to the agent (or for that matter to the administrator) passes through the Secure Socket Layer (SSL) thereby making the email communication more secure. Thus it is recommended that you enable the SSL to be used for email communication. Mails going through the SSL will provide you full security.

As you know that inbound calls mean the incoming calls to the main line, outbound calls mean just the opposite. Outbound calls are those calls which are going from the main line to some person sitting outside the organization. Outbound calls are always made to some PSTN number. For enabling outbound calls go to Tools->Options->Call Settings and check the checkbox “Allow outbound calls”. Outbound calls facility is only for the agents of the organization. A customer calling the main line from outside the organization does not have the facility to make outbound calls.

Default email setting means that you can set these settings once and then use the settings for whichever agent you want. For each agent, you can specify the notification settings either individually or use the default settings. The default settings are very much useful in case you want to acknowledge some higher authority about the voicemails an agent has received.

To view or edit the notification settings for an individual agent, right click the agent’s extension in the inbound calls flowchart and then click the edit menu-item in the context menu. In the dialog box “Edit Extension-Notification Settings” you can decide whether to use default notification settings for this particular agent or to configure some individual settings for this agent.

Group Management gives you the facility of calling more than one agent at the same time. This facility has been provided for the administrator to contact a group of agents collectively. For creating a group, click on the Groups tab on the right side and then click the Add button. In the Add Group dialog box, you will see a list of agents from which you can select the agents you desire to be in the group.

Thus, the advantage is that the administrator can contact a group of agents collectively.

Call Personalization is a concept using which a caller can directly connect to a particular agent on calling the main line. If a call is personalized between a caller and another personalized agent, then whenever this caller makes a call on the main line, his call is directly routed to the personalized agent without pressing any extension.

To personalize a call, go to Tools->Call Personalization. In the Call Personalization dialog box, click on “Add” button to add a new personalized call, select a row and click on “Edit” button to edit an existing personalized call, and click “Delete” button to delete an existing call.

Yes, you can have more than one caller for the same personalized agent. This means that both those callers’ calls will directly be routed to the same personalized agent when called on the main line.

Yes. Unite Call Center provides you the facility of recording all the incoming and outgoing calls. By default each and every call is being recorded on the server side. On the client side, you need to enable the call recording in order to record the calls. For this check the checkbox “Automatically start and stop recording during calls” under the “Call Recording” tab to start the call recording.

The recorded calls can be accessed in the server application in the area of “Recorded Calls History” under the Management panel.

Unite Call Center takes due care of not disappointing the caller even when the agent being called is unavailable, by allowing the caller to leave a voicemail for the agent. Whenever the agent logs back he can access, from the client application, all the voicemails that were left for him. All voicemails recorded in this way are also available on the server side for access by the administrator. The voicemails are available for access on the server under the area of Voicemail Management. The administrator can thus access all the voicemails.

The server application has an area called Call Management where the entire call-history of each and every call is accessible. From here, the administrator can monitor all the incoming and outgoing calls, the call timings, the call type etc. Other than this, all calls are recorded by default at the server side. The administrator can visit the section Recorded Calls History to listen to the recorded calls.

In Unite Call Center, the Line Management feature has been implemented to handle more than one call at a time. If a new call arrives at the main line when one cal is already active, then this call will gets handled provided there exist more than one line.

To start more than one line, go to Line Management. In the line management area, a new line can be added by clicking the Add Line button. To start a newly created line, just select that line by clicking it and then click the Start Line button. Whenever you activate a project, the first line (named as main line) gets started by default. This facility of multi-line-management works in an efficient manner to handle more than one calls arriving at the main line simultaneously. When a new call arrives, it is handled by that line which is currently free.

When you add and start a new line, the application creates a new windows user and logs into Skype as this new user using the same Skype account which is used for the main line. When an incoming call arrives, it gets handled by that line which is currently free. This means that it actually gets handled by that particular windows user.

With the efficient architecture with which Unite Call Center has been developed, the call to any agent gets transferred almost instantaneously. However, the administrator has the option to manually set any time delay in transferring the call if he wants. The administrator can do this do this from Menu->Tools->Options->Call transfer timeout.

To add a new agent, go to the Contacts area on the right side of the GUI. Under the agents tab, click the Add New agent button to open the Add New Agent dialog box. In this dialog box, you can see the list of Skype contacts of the currently logged in Skype user. You can select the Skype contact to be added as an agent from the list. After this, the Skype contact so added will appear in the agents list.

To edit or delete an agent, go to the Contacts area, select an agent and then click the button “Edit Selected Agent” or “Delete Selected Agent” as per you requirement. While editing agent, you also have the liberty to replace the selected agent with another agent thus editing the agent at that position.

Yes the administrator has the liberty to keep a track on which agents are connected to the server and which are not. In the server application, the list of currently connected agents can be seen in the Extra’s Manager. When an agent gets connected to the server the Extra’s Manager shows the Skype id of this agent, and if an agent gets disconnected his Skype id gets disappeared from the Extra’s Manager.

Unite Call Center again proves itself to be an excellent Call Center system which gives the user the liberty to register a callback request for an agent to which the agent can respond later on. When no agent is available, the application can be put in callback mode. When the application is in callback mode and a caller calls the main line then the welcome message and all other messages are played as per the last activated project and the caller can press the desired extension. On doing this a callback request will get registered for the extension pressed by the caller. After logging in, the agent with this extension will find the callback request in the client application. He can now attend this callback request by calling the requester.

Unite Call Center provides you such an ease of using the Call Center system that activating the functionality like callback is just a click away for the user. All that you have to do is just click on the Activate Callback button (which is a toggle button) and the dialog box for Activate Call settings will appear. The UI being so user-friendly, you can quickly finalize the Callback settings from this dialog box. After activating the callback mode, the Activate Callback button becomes Deactivate Callback button. When you want to deactivate the callback mode, just click on the Deactivate Callback button.

In the server application, you can find all the voicemails in the Voicemail Management area. On the right side in the window under the Management area, just click on the Voicemail Management button to see the list of all the voicemails that have been generated. From here, you can get all the details of voicemail like the caller’s name & id, the receiver’s name & id, the call time, the voicemail duration etc.

If you want to practically access the voicemail-sound files (which are wav files in this case), you can go to the location C:->Program Files->Unite PBX->conf->voicemailbox. You will find separate folders by the name of each voicemail-receiver here. Inside every such folder, you can find the voicemail which was left for that particular agent.

Yes. You can edit the settings related to voicemail as per your own wish. For example, to edit the default notification settings for voicemail, go to Tools->Options-> Notification Settings. Here you can edit the default settings for email notification as well as chat notification. Other than this, you can edit the voicemail settings for each agent individually. For this, right click on the extension of the desired agent in the Inbound Calls flowchart and select Edit. After this, you can edit the notification settings in the dialog box “Edit Extension-Notification Settings”.

Yes. Each the agent will have a client application running on his system. Whenever there is a voicemail generated for any agent, that agent will get the voicemail in his client application. He can access all the voicemails that were left for him. The client provides all the details of each voicemail like the time, duration voicemail id etc.

Unite Call Center provides you a unique facility of transferring the call automatically to the next appropriate agent in case the agent being called is unavailable. In Unite Call Center, skills can be assigned to every agent with any one grade out of the three – High, Medium, and Low. If the caller presses the extension of such an agent who is not available, then the call will automatically get transferred to that agent whose Skill-grade is next to the former.

To create new skills, go to Menu-> Tools -> Skills. In the Skill dialog box, you can create new skills or edit the existing skills (if any). All these skills that you create from here will be reflected when you want to create a new agent or edit an existing agent. In case you have not added any skill and still attempt to add a new agent to the agents list, you can add a new skill in this dialog box itself. The Add Skill button has been provided below the Skill combo-box for you to add a new skill.

For editing the skill of an agent, click on the desired agent in the agent list on the right side and then click the Edit button. The Edit Agent dialog box gets popped up from where you can edit the skill or the grade of the agent.

Skill based calling works by monitoring the skills assigned to the agents. When a call attempts to arrive at the desk of an unavailable agent, then Unite Call Center searches for such an agent whose skill is the same as the former but grade is just next to the former. The call is then transferred to this “next-grade” agent. This way, the Unite Call Center does not disappoint any caller if the agent he wants to talk to is unavailable.

Unite Call Center transfers a call to another agent based on the skill-grade of the agent for whom the call was intended. In case of the next agent being unavailable too, the same skill-based calling mechanism is applied for this agent too and again the call is transferred to the agent who is next in skill-grade to the former. This way the call keeps on getting transferred till all appropriate agents are done. At the last, if no appropriate agent is found, then the caller is prompted to leave a voicemail. This voicemail will be received by that agent whom the call was originally intended for.

To access the voicemails and other files like recorded calls, the agent can simply log in to his client application and access all the voicemails that were left for him. He can also find all the recorded calls information in the client application itself

To record a call go to the Call Recording tab and check the checkbox “Automatically start and stop recording during calls”. Once you check this checkbox, every incoming and outgoing call will be recorded. To stop recording every call, just uncheck this checkbox. So in a nutshell, every incoming and outgoing call gets recorded if the checkbox “Automatically start and stop recording during calls” is checked, otherwise not recorded.

You can access all the recorded calls from this same tab “Call Recording”. You can see a list of all the recorded calls under this tab. To play any recorded call, just select the desired row and click the Play button. The recorded call you selected will be played. To refresh the recorded calls database, click the Refresh button. This will fetch any latest recorded call which is not currently present in the list.

An active call is being recorded if the checkbox “Automatically start and stop recording during calls” under the Call Recording tab is checked. Still, an indication of call recording has been provisioned by blinking a red colored dot besides the Refresh button. So if the active call is being recorded, a red colored dot will keep on blinking besides the Refresh button under the Call Recording tab.

An active call is being recorded if the checkbox “Automatically start and stop recording during calls” under the Call Recording tab is checked. Still, an indication of call recording has been provisioned by blinking a red colored dot besides the Refresh button. So if the active call is being recorded, a red colored dot will keep on blinking besides the Refresh button under the Call Recording tab.

Unite Call Center Client takes due care of not disappointing the caller even when the agent being called is unavailable i.e. whether he is offline or away by allowing the caller to leave a voicemail for the agent. Whenever the agent logs back he can access, from the client application, all the voicemails that were left for him.

All the voicemails are accessible under the tab Voicemails. You can get every detail of the voicemails from here like name of the caller (who has left the voicemail), date and time on which the caller left the voicemail and the duration of the voicemail. If you wish to delete a voicemail file, just click on the desired row and click the Delete button. Selected voicemail will get deleted. To fetch the latest voicemails, click the Refresh button. Clicking Refresh will fetch any latest voicemail which is not currently present in the list.

To listen to any voicemail, just click on that desired voicemail and then click the Play button. The selected voicemail will get played for you.

In Voicemails tab, the details of voicemails like date, time and the duration of the voicemail is also displayed along with the name of the caller and also to fetch the latest voicemails, click the Refresh button. Clicking Refresh will fetch any latest voicemail which is not currently present in the list. So, the voicemail which is having recent date and time of that caller is the recent voicemail placed from that Skype Id.

If you want to practically access the voicemail-sound files of Unite Call Center Client, you can go the location “C:\Program Files\UniteClient\conf\voiceMail”. You will find separate folders by the name of each voicemail-receiver here. Inside every such folder, you can find the voicemail which was left for that particular agent.

Callback is a feature using which you can attend a call even when there are no agents available. The application can be put in callback mode when no agent is available. When the application is in callback mode, the caller can register a callback request for a particular agent. The agent can later on view this callback request from the client application.

All the callback requests can be viewed from the Callback Request tab. Just click on the tab Callback Request and you can see all the callback requests left for you. You can get the details like Date/Time, Requester name and the status of every such request from this area. You can even select the type of callback request you desire to view from the Callback Request combo-box. You can select from amongst the options Pending, Attended and All.

To attend a callback request, right click the particular callback request you want to attend and then click on Call from the context menu. The call will go directly to the callback requester.

Feedback is a feature of Unite Call Center client using which an agent can communicate with another agent who will be coming in the next shift. This feature is useful when an agent has one or more pending Callback requests but he has to leave the office since his shift is over. In such circumstances he can leave a message in the feedback textbox for the next agent so that the latter can make a call to the callback requester.

Unite Call Center provides you such an ease of using the Unite Call Center Client system that activating the functionality like callback is just a click away for the user. All that you have to do is just click on the Activate Callback button (which is a toggle button) and the dialog box for Activate Call settings will appear. The UI being so user-friendly, you can quickly finalize the Callback settings from this dialog box. After activating the callback mode, the Activate Callback button becomes Deactivate Callback button. When you want to deactivate the callback mode, just click on the Deactivate Callback button.

All the lines which are involved in project activation are displayed in “Select Line” option and if no project is activated, in that case it shows “No line available”. Suppose, if two projects are activated, the lines by which they are activated are displayed in “Select Line” option and if none of them is activated, it will show “No Line available”.

No, country will not play any role if an agent wants to call on any Skype Id instead of calling any contact number because call directly goes to the Skype Id irrespective of the country name.

To make an outbound call using dial pad, select the line by which the outbound call is to be done. “Select Line” will show all the Skype-Ids which are involved in project activation and also select the country where you want to call. If no line is available then outbound calls can’t be made.

The IP and Port of the system where Unite Call center application is currently running needs to be connected with the server.

The IP of the system where Unite Call Center application is currently running is the IP which connects to the server and Port can be obtained by clicking on Tools Menu -> Options of server application.

Yes, it will work on a system that is in different LAN or network but the port should be forwarded on the system which runs the server application.