Record button - This button is configured to stop and start recordings, or to pause and resume recordings as configured by your administrator. Hover the mouse cursor over the button to find out how the button is configured. If you are on an internal call, your recording actions do not affect the other storm user's recordings.

Clicking  stops or pauses a recording.

Clicking  starts or resumes a stopped or paused call recording.

Note: if the button is configured to stop and start recordings, a recording item is generated in the Comms Panel - History Tab each time you stop a recording.

Hang Up button - Clicking this ends the call that is in progress, rejects an incoming call, or cancels a call that is being dialled.

Wrap-up Countdown Timer - Where configured against your organisation, a queue or an agent group, this is displayed during the Wrap-up session at the end of a call and indicates the duration for which you will remain in Wrap-up. When the timer expires at the end of the session, you will be moved to 'Available' or to a pre-selected next status.

You can click the  PAUSE button if you want to stop the timer and remain in the Wrap-up status until you exit it manually by either clicking the Complete Wrap-Up button that is displayed, or by selecting another status directly. Clicking the button moves you to 'Available' or to a pre-selected next status.

Note: if the Wrap Panel is displayed during the Wrap-up status, then your completion code submission will either stop the timer, or allow it to run to expiration depending on how your system is configured. In either case, you will be moved to 'Available' or to a pre-selected next status. If you have not submitted a completion code on timer expiry, the Wrap panel will close with no completion code submission.

Available - (Green) You are available to receive any call or interaction.

Available (Internal Only) - (Navy blue) You are available to receive internal calls only. You will NOT receive any calls that are routed through queues.

Available (Direct Only) - (Mid blue) You are available to receive direct calls only. You will NOT receive any calls that are routed through queues. 

Unavailable - (Mid grey) Calls will NOT be routed to you.

Wrap-up - (Turqoise) You are in the wrap-up status and calls will NOT be routed to you. You normally enter this status automatically at the end of an interaction. You may also be able to switch to it manually by clicking on this panel and then selecting it from the status list.

Logged Off - (Dark grey) Your telephone device is not active and therefore you cannot initiate and receive any calls or interactions. See Activate Your Telephone Device.

Setup - (Amber) Your phone is ringing or you are dialling out.

Engaged - (Red) You are engaged in a call or an interaction. The wording of the status depends on the active communication channel. For example, 'On the Phone' is displayed for an incoming voice call. During a call, any other status within the call is also shown. For example, 'In Consultation' is displayed when you are speaking to a third party during a warm transfer, and 'In Conference' is displayed when you are engaged in a three- or four-way conference.

Toggles the display of the Comms Panel.

Launches this Help in a separate window.

Toggles the display of the Emergency Alert panel. Use the panel to send an emergency alert message to an agent group.

Toggles the display of the Alert Supervisor panel. Use the panel to request immediate help or support from your supervisor.

Toggles the display of the Chat Panel. Use the panel to chat to users in your organisation. A number on the button indicates the number of users or chat groups whose messages you have not read.

Toggles the display of the Scheduled Callbacks Panel. Use the panel to see which dial contacts you are scheduled to call back in the current storm OUTBOUND campaign.

Toggles the display of the Activity Log Panel. Use the panel to see a breakdown of your personal activity on any day in the rolling seven-day period, and to see a set of real-time statistics for all agent groups of which you are a member. If you do not have the user right to see the activity log, then the Get Statistics Panel is displayed instead.

Launches the New Email Panel. Use the panel to initiate a new outgoing email. This button greys out when you are composing an email (as indicated in the Interactions Panel).

Launches the Follow up Emails Panel. Use the panel to follow up on emails that have been marked for follow up by any agent in an agent group of which you are a member.

Launches the SMS - Compose Panel. Use the panel to initiate a new outgoing SMS text message. This button greys out when you are composing a message (as indicated in the Interactions Panel).

(Supervisors only) Toggles the display of the Monitor Agents Panel. Use the panel to see the availability statuses of your agents and to perform agent monitoring tasks.

Toggles the display of the My Queues Panel. Use the panel to see today's real-time statistics for queues and queue groups that are serviced by agents groups of which you are a member.

Toggles the display of the Notification Centre Panel. If you are an agent, use the panel to see notifications that are being broadcast by supervisors. If you are a supervisor, use the panel to see alert messages sent by your supervised agents. A number on the button indicates the number of notifications that you have not acknowledged.

Toggles the display of the Voicemail Panel. Use the panel to listen to your personal voicemail messages. A number on the button indicates the number of voicemail messages that you have not acknowledged.

Toggle the display of the Unprocessed Messages Panel. Use the panel to view and handle unprocessed messages.

Toggles the display of the Quality Report Panel. Use the panel to submit a quality report about a DTA issue you have experienced.

(Supervisors only) Toggles the display of the Broadcast Panel. Use the panel to broadcast a message to the agent groups that you supervise.

Launches storm RECORDER, the omnichannel recording application that records every communication channel that your employees use.

(Supervisors only) Launches storm VIEW, the reporting application that empowers supervisors to perform day-to-day monitoring activities on real-time and historical reporting dashboards.

(Supervisors only) Launches storm WFM, the omnichannel forecasting and scheduling solution, offering powerful, native Workforce Management functionality.

(Supervisors only) Launches storm CONDUCTOR, the workflow design tool for building a storm contact centre.

Launches the storm CKS integration for DTA, an intuitive online portal for agents who need to handle calls and interactions while maintaining customer records.

(Switchboard operators only) Launches the Web Switchboard Panel. Web Switchboard is an integrated application allowing switchboard operators to claim entrants from queues that serve as general waiting areas for a site or department, or as overflow areas for entrants who have been waiting too long to speak to an agent.

(Switchboard operators only) Launches the Queue Selection Panel to allow operators to set up their Web Switchboard display.

(Switchboard operators only) Launches the Queue Summary Panel to allow operators to monitor activity in their Web Switchboard queues.

Displays the Settings Window. Use this to change your DTA settings. Supervisors can also manage users from here.

Allows you to rearrange the toolbar buttons by click and drag.

A dark highlight indicates a panel that is on display in the workspace whilst a lighter highlight indicates a panel that is minimised.

Clicking the button of a minimised panel displays the panel in the workspace; clicking the button of a displayed panel minimises or closes the panel (depending on the type of panel).

Displays the Phone Tab. Use this tab to make, receive, and handle calls.

Subject to user rights.

Displays the Contacts Tab. Use this tab to see storm users, treatments (queues and hunt groups), external contacts, and your personal contacts. You can click on contacts to call them.

Subject to user rights.

Displays the History Tab. Use this to see every call that you have made and received.