(9.1+) Line Status
Line Status in Dashboards
Line Status is only used with GlobalCall. The OutboundIVR and OCC would use license usage to reflect this information.
Line Status charts show incoming and outgoing phone line usage on the VHT Callback® IVR.
Each chart displays the number of lines in each status at any given time.
Offers at-a-glance representation of how phone lines are being used in real time.
Line Status Grouping
The Line Status page displays a large chart with the status of all lines.
To view smaller charts:
- Navigate to Dashboards > Line Status
- Click Group By at the top right.
- Select IVR Server or Extension Group.
- The Line Status page will re-display the smaller charts with the grouped data.
Line Status Color Coding
Incoming Lines
Incoming Line Status | Description |
---|---|
Greet | System is playing the introductory greeting |
Phone | System is collecting the callback phone number |
Schedule | System is collecting date and time information for a scheduled callback request |
Transfer | System is transferring call to the ACD Holding Queue after the caller chose hold or did not respond |
Description | System is playing a description of the Callback service and is prompting the caller to select a callback |
Wait | Inbound line waiting for activity |
Outgoing Lines
Outgoing Line Status | Description |
---|---|
Dial | System is dialing a callback number |
Hail | System has placed a callback, detected that the phone has been answered, and is now hailing and prompting the callback recipient |
Hailing | System has placed a callback, detected that the phone has been answered and the answering party has indicated that they need more time to get the intended party on the line |
Transfer | System has placed a callback, detected that the phone has been answered, the intended party has confirmed, and the system is transferring the intended party to the Priority Queue for agent handling |
Cancel | System has placed a callback, detected that the phone has been answered, and the intended party has cancelled their original request to speak with an agent |
Retry | System has placed a callback, and was unable to successfully connect to the intended party. This unsuccessful callback is scheduled for a retry according to the Call Flow > Retry Attempts settings |
Reschedule | System has placed a callback, detected that the phone has been answered and the intended party has indicated that they wish to reschedule this request for another date/time |
Fail | System is unable to place a callback on this line |
Idle | Outbound line waiting for activity |
Quick View
To access a quick view of line status details:
- Navigate to Dashboards > Line Status.
- Click Line Status located in the footer.
- View a color-coded, animated bar chart that shows the status of all ports in real time.
- Hover your mouse over a bar chart to see a key. Refer to Line Status Color Coding for more information.
Detailed View
To access a detailed view of line status information:
- Click View All in the quick view above, or Click Line Status at the top of the screen.
Hiding Line Status
You have the ability to hide the Line Status display altogether (particularly if you are using the VXML Interaction Server (VIS) and the line status is not relevant). Refer to Hiding Dashboards Line Status in the Dashboards Troubleshooting Guide for more details.