Unity Desktop
Unity is a call manager software that enables you to view your colleagues status, accept calls transfer and much more.

It is great alternative to BLFs as you can see your colleagues status in real time and even see who it is they are on the phone to.

This is great tool for remote workers. Unity Lite enables you to see 10 users on the BLF pane to add the function of seeing more contact TST Sales team

 

Unity is split into three functional areas; Call Control buttons, Active Call Window and Contacts
[Busy Lamp Field and Instant Messages]. The contacts tab can be toggled to display Call Logs
and the Voicemail tab.

The Active Call Window will display the status of all current calls for the logged in user, which are
controlled using the Call Control buttons. These call control buttons will change based on the
status of the call.

Contacts [Busy Lamp Field]

This panel will display up to 30 monitored users, displaying their Do Not Disturb [grey], Available
[green], Engaged [red] or Ringing [orange] state as icons.

Call Logs

Toggling the bottom Contacts panel to Call Logs will display Missed Calls, Received Calls and
Dialed Calls. Missed Calls will include both direct inward DID calls and Hunt Group calls.

Voicemail

Clicking into the Voicemail tab will display a list of voice messages with the most recent at the
top. Double click an entry to play through the PC’s default media player.

 

CALL CONTROL

All calls are managed through the call control buttons at the top of the application. These buttons
will change depending on the state of the selected call, or the only call if there is only one call in
the Active Call Window. For example, the Answer/Release and Hold/Retrieve
buttons toggle as only one of these options will be valid at any time.

Making a Call

Using the Dial Window

Click the Dial button to bring up the Dial dialogue box, as shown below. Using the computer
keypad enter the desired number and press Enter or click OK to make the call.
Dialing from the clipboard

Any number that is copied to the Windows clipboard, (highlight the telephone number, right click,
then clicking copy) this will cause a popup toast above the system tray with the option to call the
number. Click the toast notification to make the call.

Answer a Call

When Unity displays an inbound call, click the Answer icon or double click the call in the
Active Call Window to answer the call.

End a Call

Click the Release button to end the currently selected call. If there are multiple calls in the
Active Call Window, make sure you select the right call before clicking Release.

Redial

You can also right-click the Dial button to see a list of the last 10 dialed numbers.

Announced Transfer

Receive and answer an inbound call. Make a new call to the desired destination extension or
number as described Make a Call above. This will automatically place the first caller on Hold and
will open a new call in the Active Call Window. Once the called party answers, click Transfer
and select the context menu option to transfer both calling parties together

 

Warm Transfer

Unity Desktop allows you to warm transfer a call by right clicking the user you want to transfer the
call to and selecting “warm transfer” from the context menu. This will then put the original caller
on hold and dial the selected number. When ready, click the transfer button in the call center
control options panel and the two calls will be transferred.

Using Contacts Panel Drag and Drop

Unity Desktop can be configured to automatically blind transfer a call by dragging the call from
the Active Call Window and dropping it on a user icon or number icon in the Contacts panel.

Using Transfer Button

Once on a call click the Transfer call control button . In the Transfer window enter the
destination and click OK.