🎛️ Documentation: Operator Panel

🎛️ Definition — Operator Panel

The Operator Panel is the console for reception and the call center: it shows live every extension in your company grouped by department, the queues with who is waiting and who is answering, and lets you handle calls with one click or by dragging. Supervisors can also listen to calls and move agents between queues. It runs in the browser, nothing to install.

🗺️ Diagram — how it works

Actions: the operator taps an extension, TelHarbor UCaaS checks the permission and the phone system carries it out.

Live state: every change on the phone system reaches the screen on its own, without reloading.

Agent access: the administrator sends a link, the agent sets a password and signs in with their profile permissions.

Important: calls are answered on the phone or in the TelHarbor UCaaS Desktop app; no phone system can pick up a handset from the web. Instead of “hold”, the panel offers to park the call.

📘 Explanation (step by step)

For your company administrator — in the portal, UCaaS Operator → Operator Panel:

1. In Buttons, sync with the phone system: your extensions and queues appear. Fix names, add the mobile of anyone who takes transfers and flag as Private anyone nobody should see or listen to.
2. In Groups, create departments (Reception, Sales, Support…), pick color, extensions and queues, and who sees them.
3. In Permissions, use Agent or Supervisor, or duplicate one. Tick which groups each profile sees and whether it can forward calls, listen to calls or add and remove queue agents.
4. In Operators, create each person with their extension and profile. They receive a link to set their password.
5. Supervisors use the same console inside the portal, at UCaaS Operator → Live, without leaving the module they are working in.
6. To add or remove a queue agent, tap the queue (inside its group or in the Queues column): open the Add agents list, search and tick one or more extensions (or All) and tap Add; they all join with the chosen penalty (0 to 5: 0 gets calls first, same as Queue Reports → Monitor), or Remove next to the agent. You can also drag an extension onto the queue. Static agents are removed in the PBX. Adding, removing and penalty changes stay pending until Save (a new agent shows right away as New and a removed one is struck through with Undo); Close asks before discarding. Pause applies as soon as you tap it.
7. To give an agent access: in Operators open their record and use Send link by email or Generate link to copy. With that link they create their password (it works once, for 48 hours) and then sign in at panel.telharbor.com, where they see the console with their template permissions, groups and language; they switch between Spanish and English at the top right.
8. In the agent console, Preferences (top right) sets the ringtone and its volume (with Test ringtone), whether a sound plays when a call enters their queues, and whether the browser shows pop-up notifications. Browsers only allow sound after the agent taps the console once.
9. Each extension card takes the color of its state: its presence color when available or paused, blue on a call, amber ringing and gray when disconnected.
10. Change your presence with the Status pill, just like the TelHarbor UCaaS app; change an agent’s with the Presence button. Available unpauses their queues; the other states pause, and Do not disturb and Log out also turn on Do Not Disturb.
11. In Permissions, each template checks which groups, queues and trunks it sees, and whether it sees parked calls.
12. If an agent reports a problem, TelHarbor support can open the console exactly as that agent sees it (their groups, queues, trunks, permissions and language) to reproduce it, without asking for their password. Anything done in that view is logged under support.
13. In Access you see who has the console open right now (and can close their session), who got locked out by failed attempts (and unlock them) and the access log: every sign-in, pending code, failure or lock with its IP, internet provider, location, system, browser and the reason when it fails (unknown user, wrong password, account without a password yet or disabled).
14. In the Queues column and in each queue window you see who is waiting, with their number, how long and which extension it is ringing, and the answered calls in progress: the customer number, the extension handling it and the duration.
15. To load or change many operators at once: in Settings → Import and export download the Excel file, fill it in (gray columns are informational and * columns are required) and upload it. You first see what will be created, what changes and which rows have errors; nothing is saved until you tap Apply. Anything not in the file stays as it is.
16. In the Trunks column each line shows its status (updated within seconds), how many calls it carries now and, below, each call: IN inbound number --> extension, OUT outbound extension --> dialed number, or Ring and the extension while it rings. Extension cards also carry IN or OUT.

For the operator — at panel.telharbor.com:

1. Sign in with your username and password; if your profile requires it, confirm the code sent by WhatsApp or email.
2. Tap an extension: the top bar lights up what you can do with it; hover a button to see what it does and, when it is off, what it needs. Drag a call onto another extension to transfer it.
3. Change your presence (Available, Break, Meeting…) from the selector at the top.
4. To call, type the number in Dial or open the keypad next to the field and tap Call: your extension rings first and the number is dialed when you answer.
5. In the Queues column see who is waiting (and which extension it is ringing) and the calls in progress: number --> extension with their duration.
6. If you forget your password, ask your administrator for a new link. After several failed attempts the account locks for a while; the administrator can unlock it in Access.
7. In Preferences choose Spanish or English, your ringtone, sounds and alerts.
8. If your profile shows Trunks, you see how many calls each line carries and the detail of each one, with IN (inbound) or OUT (outbound).
9. When the call went through a menu where the customer entered their account number, you first see the account code and then their number (for example 65323 +15209038282); otherwise, just the number.
10. A card that says Paused or Paused: reason is paused in its queues and gets no calls from them; hover to see the queues and since when.
11. At the top right, Live means the console is up to date. If it says PBX not responding, the phone system did not answer in the last few seconds: what you see may be out of date until it comes back.
12. What each profile can do with «own groups» or «own queues» is always enforced: listening, pausing or moving agents outside that scope is not allowed.
13. Forwarding an extension can only go to another extension of the phone system or to the mobile loaded for that extension in Buttons. To forward to any other number, ask your company administrator.

Listening to calls is logged (who, whom and for how long). Your company must tell its agents and callers that calls may be monitored.