Sirius Telefonix User Guide

Last updated 2026-10-24 · cacofonix 3.4.28 · fulliautomatix 1.0.33 · getafix 3.2.65

Welcome to the official user and administrator guide for Sirius Telefonix, the multi-tenant cloud PBX and contact center platform.

Platform Applications

Sirius Telefonix is delivered through two web applications plus this user guide:

Find Your Guide by Role

Quick Reference

Looking for dialplan star codes (*29, *33, *<ext>), dialable number rules, or common troubleshooting answers? Jump straight to Feature Codes, Number Formats & FAQ.

Signing In, Sessions & Profile

Last updated 2026-10-24 · cacofonix 3.4.28 · fulliautomatix 1.0.33 · getafix 3.2.65

Where to Sign In

• Agents and Supervisors can sign in directly at https://desk.<domain> or at https://ui.<domain>.
• Company Administrators and System Administrators sign in at https://ui.<domain>.

Automatic Desk Handoff

When an Agent (ROLE_USER) or Supervisor (ROLE_SUPERVISOR) signs in at the Admin Console (https://ui.<domain>) without a deep link, the console automatically hands your session over to the Desk (https://desk.<domain>).

• How handoff works: Your session token is passed in the browser URL fragment (#token=…), which is never sent over the network in HTTP Referer headers and is stripped from the address bar as soon as the Desk finishes loading.
• Switching between Console and Desk:
  • From the Admin Console, click Desk at the top of the left navigation menu.
  • From the Desk, open your Account menu (top-right corner) and click the link to the Admin Console (opens in a new tab so your active browser softphone and any live call on the Desk are never interrupted).
  • To stay in the Admin Console as an Agent or Supervisor at sign-in (for example, to review History or Reports), sign in using https://ui.<domain>/sign-in?redirectURL=/apps/dashboard.
• Independent Sessions: Because ui.<domain> and desk.<domain> are separate origins, they maintain independent sessions after handoff. Signing out of one does not automatically sign out of the other.

Sign-In Security & Account Lockouts

• Enter your Email address and Password (email addresses containing + tags are supported).
• Any invalid credential attempt displays Wrong email or password and clears the form.
• Failed Sign-In Alerting: Three failed sign-in attempts within 10 minutes are recorded by the control plane and can trigger a company security alert to supervisors and administrators.
• Disabled or Locked Accounts: If an administrator locks (Locked) or disables (Enabled off) your user account while you are signed in, your session is terminated on your next action and you are returned to the sign-in screen with Your session has expired. Sign in again.

Resetting a Forgotten Password

1. On the sign-in page (https://ui.<domain>/sign-in), click Forgot password?.
2. Enter your account Email address and click Send reset link.
3. Check your email inbox for the 6-character reset token.
4. On the Reset your password page, confirm your Email, enter the Token, type your new Password and Password (Confirm), and submit.
5. Once Your password has been reset. appears, sign in with your new password.

Managing Your Profile & Preferences

In the Admin Console (https://ui.<domain>), click your Avatar in the top-right corner and open Settings (/pages/settings):

1. Account:
   • View your Email and assigned Role (read-only).
   • Update your First Name, Last Name, and Time Zone, then click Save.
2. Security:
   • Change Password: Enter your Current password, a New password (at least 8 characters, different from your current password), and Confirm password.
   • Verify Email: Request a verification code to your email address, enter the 6-character code, and click Verify (Email verified successfully!).
3. Preference:
   • Choose your preferred Theme, Scheme (Light / Dark / Auto), and Layout.
   • You can also adjust these at any time using the gear icon in the console toolbar.

Browser Softphone & Audio Setup

Last updated 2026-10-24 · fulliautomatix 1.0.33 · panoramix 3.1.10 · telefonixsip 3.4.4

Sirius Telefonix includes a built-in WebRTC browser softphone inside the Desk (https://desk.<domain>). There is no browser softphone dock in the Admin Console (https://ui.<domain>); all browser calling takes place on the Desk.

1. Browser & Audio Requirements

• Supported Browser: Google Chrome (desktop) is recommended and verified for WebRTC calling and supervisor live monitoring.
• Microphone Permission: On your first visit to https://desk.<domain>, Chrome will prompt you to allow microphone access. Click Allow while visiting the site.
• Headset: Use a wired or USB headset with a microphone to prevent acoustic echo during calls.
• Keep the Desk Tab Open: Closing or reloading the Desk tab unregisters your browser softphone. If you are on a live call, the Desk will prompt for confirmation before allowing the tab to close or reload.

2. Verifying Your Softphone Registration

Immediately after you sign in to the Desk:

1. Your browser connects over secure WebSocket (wss://desk.<domain>/ws) and registers your assigned SIP phone line.
2. Within a few seconds, the status line on your Agent Desk should read ready on extension <XXXX> (for example, ready on extension 1001).
3. Click the Availability pill in the top header (Off duty / Available) to open its popover:
   • If your account has multiple phone lines assigned, you can pick which line to use while Off duty.
   • Once joined to the call center, the popover displays your line's real-time health: SIP device idle · endpoint online.

Important — Allow 2 Minutes After First Registration: When a browser softphone or hardware SIP phone registers for the first time, the PBX runs a reachability check (qualify) before delivering queue calls to it. Wait about 1–2 minutes after opening the Desk and going Available before testing your first inbound queue call; otherwise, the queue may treat your endpoint as not yet qualified and route callers to voicemail.

What if "No phone" is shown?

If the Desk shows no softphone status line:

• Verify with your administrator that your user account has a 4-digit Extension assigned and a Phone Line created for that extension under Settings → Phones.
• Verify that the platform's browser softphone feature is enabled for your environment.

3. Using a Hardware SIP Phone or External Softphone

In addition to (or instead of) the Desk's built-in browser phone, you can register a physical desk phone (Yealink, Cisco, Fanvil, Grandstream) or a desktop/mobile SIP client (Linphone, Zoiper):

1. Ask your Company or System Administrator for your line credentials from Settings → Phones → Edit Phone Line:
   • SIP Domain / Realm: sip.<domain>
   • Outbound Proxy / SBC Host: sbc.<domain> (UDP/TCP :5060 or TLS :5061)
   • SIP User Name: Always formatted as <companyId>_<extension> (for example, acme_1001).
   • SIP Password: The 8–50 character alphanumeric password configured on the Phone Line.
2. Keep Call Waiting Disabled on agent lines used with the Desk — the Desk displays a single active call card at a time.

Warning — Avoid 1-Hour Automatic IP Bans: The Session Border Controller (panoramix) enforces strict security policies on SIP traffic:

• Username Pattern Check: Every SIP registration and call must use a username matching <companyId>_<4-digit-extension>. Attempting to register with a bare extension (1001) or an invalid username format immediately bans your public IP address for 1 hour (Pattern Match Failure).
• Failed Password Ban: Repeated failed password attempts (401/403) within 10 minutes also ban your office IP address for 1 hour.
• If your phone stops getting any response from the server, ask a System Administrator to lift the ban under Settings → System Tools → Current bans in the Admin Console.

Desk Layout & On-Duty Flow

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

The Agent Desk (https://desk.<domain>/) is your primary workspace for taking customer calls, managing your availability across queues, reviewing caller history, and tracking your daily performance.

1. Desk Shell Overview

Every screen on the Desk shares a common shell:

• Left Navigation Rail:
  • Agents see Desk (/), Voicemail (/voicemail, with an unread queue-voicemail badge), and Analytics (/analytics).
  • Supervisors additionally see Floor overview (/floor), Live monitoring (/monitor), Reports (/reports), Alerts (/alerts, bell icon with open alert count), Quality (/quality, open evaluations badge), and Workforce (/wfm, pending leave badge) when those features are enabled on the company.
• Top Header:
  • Search Box: Quickly filters waiting callers and agents visible on your current screen.
  • Availability Pill: Shows your current call-center state (Off duty, Available, Paused · <Reason>, On call, or Wrapping up) and controls your shift status.
  • Account Menu: Displays your name, the deployed API and Desk versions, a link to open the Admin Console (https://ui.<domain>) in a new tab, and Sign out.
• Stale-Data Banner: If your network connection drops and no live stream update arrives for 75 seconds, an amber banner appears with an mm:ss timer and dims live KPI tiles until connectivity is restored.
• Toast Notifications: Action confirmations, refusals, and critical alerts appear at the bottom of the screen and auto-dismiss after a few seconds.

2. Going Available (On-Duty Flow)

When you first open the Desk, your availability pill reads Off duty.

1. Click the Off duty pill in the header.
2. If you have more than one phone line assigned, select the extension/line you are using today.
3. Click Go available.
   • You immediately join the call center on that phone line and are automatically joined to all queues your team membership allows.
   • Your pill changes to Available.
   • In the Queue pane, your joined queues move to the top of the list (undimmed).

3. Joining and Leaving Individual Queues

While you are Available (idle and not paused or on a call):

• From the Queue Pane: Click Join or Leave on any queue row to join or step out of that specific queue.
• From the Availability Pill: Open the pill popover and toggle individual queue checkboxes.

Note: Queue membership changes are disabled while you are Paused or On a call. Additionally, if a queue is assigned to a specific Team (for example, Tier 1), only agents who belong to that team can see or join that queue.

4. Pausing and Resuming

When you need to step away from taking queue calls:

1. Click the Available pill in the header.
2. Select a Pause reason from the dropdown (Break, Lunch, Meeting, Training, Admin work).
3. Click Pause.
   • Your pill changes to Paused · <Reason> (for example, Paused · Break).
   • On the supervisor Floor wallboard, your card displays <Reason> · back HH:mm.
4. To return to taking calls, click the pill and click Resume.

Important Pause Rules

• At least one queue required: You must be joined to at least one queue to pause.
• 5-Minute Auto-Resume: By platform policy, a pause automatically ends after 5 minutes, returning you to Available so an agent is never left accidentally paused for the rest of a shift.
• No Outbound Queue Calls While Paused: While paused, you cannot place outbound calls "as a queue" — the Desk will prompt you to resume first.

5. Leaving the Call Center (Off Duty)

At the end of your shift:

1. Ensure you are not on an active call (the platform refuses sign-out during a live call) and have clicked Done on any post-call wrap-up card.
2. Click the Availability pill → Leave the call center.
3. Your pill returns to Off duty and all queue rows dim.
   • If you click Go available again right away, the Desk automatically waits for your previous session teardown (~1 second) before rejoining cleanly.

Handling Calls & Transfers

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

The center of the Agent Desk (/) is the Call Card, flanked by the Queue Pane on the left and the Customer Workspace on the right.

1. Receiving an Inbound Call

When a caller reaches your extension or one of your joined queues:

1. Ringing State:
   • The Call Card displays the caller's name and phone number, along with a Queue chip (such as Support or Billing) if the call arrived through a queue.
   • If you are viewing another screen on the Desk (such as Voicemail or Analytics), a shell-level incoming call bar appears at the top of the screen with Answer (which answers and jumps straight to the Agent Desk) and Decline.
2. Answering:
   • Click Answer to connect the call through your browser softphone.
   • Automatic Clipboard Copy: Within 1 second of connection, the Desk automatically copies the caller's phone number to your system clipboard so you can paste it into any external tool if needed. You can also click Copy number on the Call Card or the copy icons in the Customer Workspace at any time.
   • The Call Card indicates Recording on (when call recording is enabled for your company) or Not recorded, and the matching queue row in your Queue Pane reads On call with you.

2. Active Call Controls

While connected on a call, the Call Card provides:

3. Using Secure Segments (PCI / Sensitive Data Masking)

When a customer is about to read sensitive information aloud (such as a card verification code, PIN, or national ID):

1. Click Secure segment on the Call Card.
2. The button changes to End secure:
   • Call Recording Silenced: The audio recorded during the secure segment is masked with silence in the stored WAV file (and marked on the QA evaluation timeline).
   • Supervisor Monitoring Locked: Any supervisor currently Listening, Whispering, or Barged into the call is immediately disconnected, and new monitoring requests are blocked with Secure segment in progress.
3. Once the customer finishes providing the sensitive information, click End secure to resume normal recording.

4. Transferring a Queue Call

On any queue call, click Transfer on the Call Card to open the transfer sheet. You have three transfer options (the target agent or supervisor must be signed in to the call center, though they may be paused):

1. To an agent (Transfer):
   • Hands the call directly to the selected agent's browser phone.
   • Your Call Card shows a toast Call handed to <Agent> and moves to Wrap-up.
   • The receiving agent's phone rings with the caller's name as a direct Personal call.
2. Escalate to (Supervisor):
   • Escalates the call directly to an online supervisor.
   • Your Call Card moves to Wrap-up, and the supervisor's phone rings with the caller.
3. Move to queue:
   • Moves the caller into another queue (for example, from Support to Billing).
   • The call rings members of the destination queue and retains the new queue's chip (Billing), logging a BLINDTRANSFER in the source queue's log.

Note: The Transfer sheet is available on queue calls only. Direct extension-to-extension (Personal) calls do not offer queue transfer controls.

5. Placing Outbound Calls (Personal vs. Call as a Queue)

When your Call Card is idle (No call on the line), it displays the Dialer:

1. Choose your outbound identity from the Call as picker:
   • Personal: Places a private/direct call from your own extension. The recipient sees your personal caller name, and the call is logged as Personal in Channel Logs.
   • Queue <Name> (one option for each queue you have joined): Arms your browser softphone to place an outbound queue call.
     • The recipient sees the Queue's caller ID instead of your personal name.
     • Your Call Card carries the queue chip (Support), and the call is attributed to that queue in Queue Logs, Queue Reports, and Analytics.
     • Note: You must be Available (not paused) to place an outbound queue call.
2. Enter the destination in the number field:
   • Internal Extension: Exactly 4 digits (for example, 1002 for another user or 5100 for a queue).
   • External PSTN Number: 11 to 14 digits (without a leading + or spaces).
3. Click Call.

Wrap-Up, Call Notes & CRM Workspace

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

During and immediately after a call, the Desk gives you structured tools to verify the caller's identity, record call notes and dispositions, inspect customer history, calculate loan/DPS figures, and send follow-up SMS notifications.

1. Call Notes & Multi-Disposition Wrap-Up

While on a live call — or after the call ends during Wrap-up — the bottom of the Call Card displays the Call Notes box and Wrap-up Outcomes:

1. Call Notes:
   • Type a concise summary of the conversation (for example, Router rental billed twice; issued credit adjustment.).
   • Notes are saved per call and shared company-wide: the next time this customer calls (even before the phone is answered!), any agent or supervisor in your company immediately sees your note, timestamp, and outcome in the Customer Workspace.
2. Wrap-Up Outcomes (Single or Multi-Select):
   • Click one or more outcome chips that describe the call's resolution (by default: Resolved, Follow-up, Escalate, Callback, or your company's custom outcome list).
   • You can select multiple dispositions on a single call when a caller has more than one request (stored as comma-separated outcomes and counted individually in Reports and Outcome Spike alerts).
3. Finishing Wrap-Up (Done):
   • When a call ends, your availability pill reads Wrapping up and the Floor wallboard shows Wrap-up · m:ss on your card.
   • The PBX automatically holds new queue calls off your line for 15 seconds after every queue call, and the Desk keeps you in Wrap-up state (up to 15 minutes max) until you click Done.
   • Click Done once your notes and outcomes are saved to return your card to No call on the line.

2. The 5-Tab CRM Customer Workspace

To the right of the Call Card sits the Customer Workspace, organized into five tabs that automatically load for the active caller's phone number (matched across international/local digit formats):

Tab 1: Profile & Positive ID Verification

• Customer Summary: Displays the caller's profile details, account tier, and quick-copy buttons for caller name, phone number, queue, and extension.
• Positive ID Verification Checklist:
  • Tick the verification items as you authenticate the caller during the call.
  • Verification state is persisted directly on the call record (ID Verified chip), giving subsequent agents and QA evaluators proof that the caller was authenticated.
• Recent Notes & Calls: Lists previous call notes from across the company with the author's name, date/time, outcome chips, and ID Verified badge, alongside your own 30-day channel history.

Tab 2: Transactions

• Displays a searchable, filterable list of the customer's recent transactions so you can answer billing, payment, or account inquiries without switching screens.

Tab 3: Journey

• Provides a unified 30-day chronological timeline combining:
  • Inbound and outbound calls
  • Agent call notes and wrap-up outcomes
  • Dispatched SMS messages

Tab 4: Calculator (Loan EMI & DPS Maturity)

• Built-in financial calculator pre-synced with your company's product rates:
  • Loan EMI: Calculate monthly installments, total interest, and total payable from principal, tenure, and interest rate.
  • DPS (Deposit Pension Scheme): Calculate maturity value and total returns across standard tenure options while speaking with the customer.

Tab 5: SMS (Push Templates)

• Select from predefined, approved SMS templates (such as branch address, required documents checklist, service request confirmation, or EMI quote summary).
• Review or fill template variables and click to dispatch an immediate Push SMS to the caller's number. Every sent message is logged in the customer's Journey timeline.

Voicemail, Leave & Coaching

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65 · ordralfabetix 0.1.1

Beyond live calls, the Agent Desk gives you access to queue voicemails (with AI summaries and transcripts), shift leave requests, quality coaching feedback, and personal analytics.

1. Queue Voicemail (/voicemail)

When a caller waiting in a queue presses 0 (Zero Escape, if enabled on the queue) or is routed to queue voicemail when no agents are available, their message appears in the Desk's Voicemail view (/voicemail).

• Badge Count: The Voicemail icon in the left navigation rail displays the total unread voicemail count across your watched queues.
• Who Sees Which Messages: Agents see messages for the queues they have joined; Supervisors see messages across all queues they oversee.

AI Transcripts, Summaries & Urgency (ordralfabetix)

When the platform's speech service is enabled on your cluster, every new voicemail is automatically analysed within ~1 minute of arrival and enriched with:

• Urgency Chip: Highlights high-priority or time-sensitive messages first.
• English Summary & Deadline: A concise summary of what the caller needs (even if the caller spoke in Bangla or mixed Bangla/English).
• Full Transcript: The speech-to-text transcript of the recording.
• Suggested Callback Number: The phone number the caller spoke aloud in their message, extracted automatically alongside the SIP Caller ID.

Playing and Calling Back a Voicemail

1. Play: Click Play on any voicemail row to listen to the audio recording directly in the browser, then click Close when finished.
2. Call Back as the Queue:
   • You must be Available (on duty) to call back a queue voicemail (Call back is disabled while you are Off duty).
   • Click Call back. If the AI speech service extracted a callback number spoken by the caller, you can confirm or edit that number, or switch to the caller's network Caller ID.
   • Your browser phone dials out armed as the Queue, so the customer sees the Queue's caller ID and the call is logged as an outbound queue call.
3. Delete (Supervisors only): Supervisors can click Delete to remove a handled voicemail message and decrement the queue's voicemail badge.

Personal Extension Voicemail: Voicemails left on your personal 4-digit extension (rather than a queue) are managed in the Admin Console under Applications → Voice Mail Messages (https://ui.<domain>/apps/voicemailmessages), or by dialling *29 from your phone and entering your voicemail PIN.

2. Requesting Leave (Workforce Management)

When Workforce Enabled is active for your company, the Leave card appears below the Queue Pane on your Agent Desk (/):

1. Click Request on the Leave card.
2. Select the From and To dates, choose the Leave type (such as Vacation or Sick), and enter an optional Note for your supervisor.
3. Submit the request:
   • Your request appears in the Leave card as pending (and increments the supervisor's Workforce rail badge).
   • While a request is still pending, you can cancel it by clicking Withdraw.
   • Once a supervisor approves or rejects your request, the status updates on your Leave card (approved / rejected) along with the supervisor's note.

3. Quality Coaching Card

When Quality Enabled is active for your company, the Coaching card appears in the Stats area of your Agent Desk (/):

• Whenever a supervisor completes and submits a QA evaluation of one of your recorded calls, you receive an email notification and the Coaching card lists the scorecard name, your percentage score chip, and the evaluator's coaching feedback.

4. Personal Analytics (/analytics)

Click Analytics in the left navigation rail to review your performance across Today, This week, or Month presets:

• View your total calls, queue calls answered, talk time, hold time, wrap-up outcomes, and pause breakdown by reason.
• For custom historical date ranges (up to 3 months), open the Admin Console (https://ui.<domain>) and view Applications → Dashboard, History (Channel Logs, Agent Logs, Endpoint Logs), or Report → Agent Reports.

Floor Wallboard, Queue & Agent Views

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

Supervisors (ROLE_SUPERVISOR) and System Administrators have access to the Floor Overview (/floor) on the Desk (https://desk.<domain>/floor), providing real-time visibility and operational control over every queue, caller, and agent.

Role Note: Company Admins (ROLE_ADMIN) act as agents on the Desk — their floor control actions are refused. To run the floor, a user must be assigned the Supervisor role in the Admin Console. If a supervisor is assigned to specific Teams, the Floor automatically scopes all queues, callers, and agents to those teams.

1. The 8-Tile KPI Strip & Thresholds

At the top of /floor, eight live KPI tiles summarize current call-center health:

1. Calls in Queue — Total callers currently waiting across displayed queues.
2. Longest Wait — Turns red with past a queue threshold when a caller exceeds a queue's configured Alert wait (seconds).
3. Service Level Today — Turns amber below 80% and red below 70%.
4. Abandonment — Turns amber when above the company's configured Abandon target (%).
5. ASA Today — Average Speed of Answer (m:ss) for today.
6. Available — Agents currently on duty and ready to take calls.
7. On Call / ACW — Agents actively on a call or in post-call Wrap-Up (ACW).
8. Paused / Offline — Agents currently paused or whose SIP endpoint is offline.

Above the content, you can filter the entire Floor by Queue, Team (All teams), Agent Status, Shift (when Workforce is enabled), or free-text Search.

2. Wallboard vs. Queues & Calls Tabs

Below the KPI strip, the Floor offers two main tabs:

Tab 1: Wallboard (Default)

• Queue Health Cards: One card per queue showing:
  • State Chip: CLEAR (nobody waiting/in call and SLA healthy — lists idle agents Queue clear · idle: <names> or no agent is free), HEALTHY, AT RISK, or BREACH.
  • Language Tag: Shows the queue's expected caller language (e.g., BN).
  • 1-Hour SLA Sparkline: Visual trend of the last hour's service level.
  • Alert Wait Banner: Pulses red (Caller waiting m:ss — past the 0:XX threshold) when a caller waits longer than the queue's Alert wait.
  • Pin: Pin critical queues so they always sort first in your browser.
  • Click to Drill Down: Clicking any queue card opens the dedicated Queue Detail Page (/floor/queues/{id}).
• Agent Status Board: Full-width responsive grid of live agent cards coloured by state (Available, Ringing, On call, Wrap-up, Paused · <Reason> · back HH:mm, Offline · phone offline):
  • Shows extension, joined queues, Language skills tag (e.g., BN/EN), Shift tag, and time in current state.
  • Shows active monitoring chips (listen: <Supervisor>, barge: <Supervisor>) and secure segment indicators.
  • Highlights break overruns in red (⚠ Paused past the shift's break allowance) when Workforce Management is enabled.
  • Displays the agent's Today summary (on duty Xm · on calls Ym · wrap-up Zm · n/n queue calls).
  • Supervisor Actions Menu (⋯):
    • Force sign-out per queue: Click any joined queue name to immediately remove the agent from that queue.
    • Pause … / Resume: Remotely place an agent on pause (with a selected reason such as Meeting) or resume them to Available.
    • Add <Agent> to <Queue>: Remotely add the agent to another queue their team membership allows.
    • Listen / Whisper / Barge: Start live call monitoring while the agent is on an active call.

Tab 2: Queues & Calls (?tab=queues)

The tab badge displays n waiting · m on calls in real time:

• Waiting Now Table & Assign:
  • Lists every caller currently waiting in a queue with their position and wait duration.
  • Click Assign on any waiting caller row and pick any free agent (on duty, not paused, phone idle).
  • The platform withdraws the caller from the queue via QueueWithdrawCaller and rings the chosen agent directly — without counting the call as an ABANDON in queue statistics.
• On Calls Now Table: Lists all active inbound and outbound calls with caller, queue, agent, direction, and talk timer.
• Queues Summary Table: Compares all queues side by side (strategy, max length, weight, agents, waiting, active calls, longest wait, SLA target, completed, abandoned, avg talk/hold, voicemail). Clicking a row opens that queue's detail page.

3. TV Mode (/floor?tv=1)

Click TV mode (or open https://desk.<domain>/floor?tv=1 on a wall-mounted screen) for a distraction-free operations display:

• Hides the left navigation rail, top header, and action menus.
• Scales up typography for distance viewing across the 5 headline KPI tiles, Queue Health Cards, and Agent Status Board.
• Press Esc at any time to exit TV mode.

4. Queue Detail Page (/floor/queues/{id})

Click any Queue Card or row in the Queues table to open the single-queue workspace with four tabs:

• Callers: Waiting callers (with Assign prioritizing this queue's free agents first) and active calls (with Listen / Whisper / Barge).
• Agents: All members of this queue with live state, today's stats, Pause / Resume, force sign-out from this queue, and Add agent.
• Voicemail: This queue's voicemail messages with AI summaries, transcripts, playback, callback, and delete.
• Queue: Today's KPIs, queue configuration settings, cumulative counters, open alerts for this queue (with Acknowledge / Snooze), and direct links to the queue's Report and Forecast.

5. Agent Detail Page (/floor/agents/{userId})

Click any Agent Card on the floor (or an agent's name in Queue, Monitor, or Analytics views) to open the 360° Agent view with 8 headline tiles (on duty, on calls, paused, wrap-up, idle, queue calls, occupancy, 30-day QA average) and four tabs:

• Now: Live status, current call with Listen / Whisper / Barge, Pause / Resume, queue memberships, and current rostered shift.
• Today: Visual shift timeline band showing on-duty, calls, labelled pauses (with reasons), wrap-up, and phone-offline intervals, plus adherence exceptions and the chronological event log.
• Calls: All calls for Today / Week / Month on the agent's extension with inline call recording playback.
• Performance: Detailed time breakdown, pauses by reason, completed QA evaluations, and shift adherence.

Live Monitoring: Listen, Whisper & Barge

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65 · telefonixsip 3.4.4

When Call Monitoring Enabled is active on your company, supervisors can monitor live calls in real time from either the Live Monitoring workspace (https://desk.<domain>/monitor) or directly from an agent's card on the Floor (/floor).

Prerequisite — Stay Off Duty While Monitoring: Before starting a monitoring session, set your own supervisor availability pill to Off duty (or leave active queues). Live monitoring connects an audio leg to your own browser softphone; if you are available in a ringall queue, an incoming queue call could ring your phone or mark your line busy.

1. The Three Monitoring Modes

2. Using the Live Monitoring Workspace (/monitor)

1. Open Live monitoring (/monitor) from the left navigation rail (or click ◉ On call — click to monitor on an active agent card on the Floor).
2. Left List: Displays every call currently in progress across your scoped queues (showing agent name, call duration, queue, and hold status). If no calls are active, the view displays No active calls.
3. Caller History & Language Match Block:
   • Displays the caller's phone number and name, plus the company's historical call notes for that number (total calls noted, last call timestamp, outcome, agent, and note text).
   • Language Match Chip: Compares the queue's Callers' language (e.g., BN) against the answering agent's Language skills (BN/EN):
     • Green (BN ✓): Agent speaks all required queue languages.
     • Amber: Partial language match.
     • Red (BN · agent EN): Agent does not carry the queue's language skill.
4. Starting & Switching Modes:
   • Click Listen, Whisper, or Barge (for Barge, pick the mandatory reason and click Barge in).
   • Your Desk automatically answers the monitoring leg on your browser phone without showing an incoming-call prompt.
   • A Monitoring Bar appears at the top of the Desk showing the active mode (Listening to <Agent>, Whispering to <Agent>, or Barged into <Agent>), a duration timer, and a Stop button.
   • You can switch seamlessly between Listen, Whisper, and Barge during the call, or click Stop to disconnect your monitoring leg without affecting the customer call.

3. Automatic Locks & Secure Segments

• Hold / Unbridged Lock: While the agent places the customer On hold (or before the call is bridged), the Whisper and Barge tiles automatically show LOCKED (hold), while Listen remains available. Resuming the call unlocks Whisper and Barge.
• Secure Segment Protection: If the agent clicks Secure segment while taking sensitive customer data (such as card details or a PIN), any active supervisor monitoring session is immediately dropped, and the monitor view shows Secure segment in progress. Monitoring cannot be restarted until the agent clicks End secure.

4. Live QA Tagging (Save for QA)

While listening to or viewing an active call on /monitor, you can flag specific moments for Quality Assurance:

1. In the QA tagging box, tick one or more markers (such as Compliance miss, Coaching needed, Good example).
2. Add an optional timestamped QA note.
3. Click Save for QA (Tagged · in the QA queue).
   • These tags appear as visual markers on the audio timeline in the Quality workspace (/quality), and the call is automatically queued for evaluation if your company has a sampling rule set to Takes: every supervisor-tagged call.

Real-Time Alerts & Alert Rules

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

When Alerts Enabled is turned on for your company, the Desk's Alerts module (https://desk.<domain>/alerts) watches queue service levels, caller wait times, wrap-up outcome spikes, SIP trunks, recording storage, and sign-in security in real time (evaluated every 10 seconds).

1. Notification Bell & Critical Toasts

• Left Rail Bell: Shows the count of currently open alerts for your scope. The badge turns red whenever at least one Critical alert is open.
• Critical Arrival Toast: When a new Critical alert fires, a red toast notification pops up immediately across whichever Desk screen you are viewing.

2. Managing the Alert Feed (/alerts → Feed)

Each open alert row in the Feed tab shows:

• Severity Chip: Critical or Warning.
• Alert Description & Subject: For example, Caller waiting 1:15 on Support or 3 calls closed as "escalate" in 60 min.
• Repeat Counter (×N): If the condition fires again within the rule's cooldown window, it increments ×N on the existing alert row rather than flooding the feed with duplicates.
• Alert Storm Banner: If 10 or more firings occur within 10 minutes, an amber banner appears above the feed (Alert storm · n firings in the last 10 minutes folded into m rows · k repeat notifications suppressed) so supervisors can immediately spot a broad incident.
• Quick Actions:
  • Open floor / Open queue / Open reports: Deep-links directly to the affected queue or report.
  • Snooze 15 min: Quiets the alert and removes it from the active feed for 15 minutes.
  • Acknowledge: Marks the alert handled and moves it to the History tab with your name and timestamp.

3. Viewing Alert History (/alerts → History)

The History tab lists all acknowledged and resolved alerts, showing when each episode started, how many times it repeated, and which supervisor acknowledged it.

4. Creating and Testing Alert Rules (/alerts → Rules)

Supervisors can create and manage alert rules directly on the Desk under /alerts → Rules (Company Admins can also manage them in the Admin Console under Settings → Alert Rules).

Click New rule and configure:

For every rule, you also choose:

• Severity: Warning or Critical.
• Cooldown (minutes): Minimum time before repeat notifications are sent for the same episode.
• Delivery Channels: In-app (live Desk feed + bell) and/or Email (with a comma-separated list of recipient email addresses).

Rule Controls

• Test: Fires a synthetic Test: <Rule Name> alert immediately to verify in-app feed grouping and email delivery.
• On / Off: Enables or disables the rule without deleting it.
• Edit / Delete: Updates the rule or deletes it (deleting a rule also clears its historical alerts).

Quality Assurance & Calibration

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

When Quality Enabled and Record Enabled are turned on for your company, the Desk's Quality module (https://desk.<domain>/quality) automates call sampling, structured scorecard grading, agent coaching feedback, and multi-evaluator calibration.

Setting Up Scorecards & Sampling Rules: Scorecards and Sampling Rules are created by a Company Administrator in the Admin Console under Settings → Scorecards and Settings → Sampling Rules (see Alert Rules, QA Scorecards, Sampling & Shifts). Once configured, a background sweep runs every 30 seconds and automatically populates the supervisor evaluation queue.

1. The Evaluation Queue (/quality → Queue)

• The Quality badge in the left navigation rail displays your count of pending evaluations.
• The Queue tab lists pending evaluations ordered with the soonest due date first, showing the agent's name, queue, call timestamp, and due date.
• Click Evaluate on any row to open the grading workspace.

2. Grading a Call in the Workspace

Inside the evaluation workspace:

1. Audio Player & Timeline Markers:
   • Play back the call recording directly in your browser.
   • Any live QA tags saved during live monitoring (Compliance miss, Coaching needed) and any masked Secure Segments are highlighted directly on the audio timeline.
2. Scoring Sections & Items:
   • Each scorecard is organized into weighted sections (for example, Opening weight 1, Resolution weight 3).
   • Mark each item Yes, No, or N/A (items marked N/A are excluded from the denominator so they do not penalize the agent) and add optional per-item comments.
   • Auto-Fail Items: If an item flagged as Auto-fail (such as Verified the caller) is marked No, an auto-fail warning banner appears and the total evaluation score immediately drops to 0%.
   • Your draft answers are saved automatically as you click, or you can click Save to keep a draft and return later.
3. Submitting & Coaching Delivery:
   • Add an overall Evaluation comment with coaching notes for the agent.
   • Click Submit evaluation:
     • The scorecard snapshot is frozen and the final weighted score (0–100%) is recorded.
     • Your pending Quality rail badge decrements immediately.
     • The evaluation moves to the Done tab with its score chip.
     • The agent receives a coaching email and sees the score and your feedback on their Desk's Coaching card.

3. Running a Multi-Evaluator Calibration (/quality → Calibration)

Calibration sessions ensure that multiple supervisors grade calls consistently against the same scorecard:

1. Open the Calibration tab and click New calibration.
2. Select a recorded call and tick two or more evaluators (supervisors), then click Start calibration.
3. Independent Grading:
   • Each participating supervisor opens the calibration session and scores only their own copy (attempting to edit another evaluator's copy is refused).
4. Side-by-Side Comparison & Agreed Score:
   • Once evaluators submit their copies, the calibration view compares all scores item by item, automatically flagging any items where evaluators disagreed and showing the score spread.
   • After discussing the discrepancies, enter the final Agreed score and a calibration note, then click Record agreed score to close the session.

Workforce Management: Roster, Adherence & Forecast

Last updated 2026-10-24 · fulliautomatix 1.0.33 · getafix 3.2.65

When Workforce Enabled is active for your company, the Desk's Workforce module (https://desk.<domain>/wfm) gives supervisors weekly shift rostering, real-time shift adherence tracking, leave approval with minimum-cover protection, and Erlang C staffing forecasts.

Defining Shifts: Shift templates (start/end time, break allowance, minimum cover, required language skills, and colour) are created by a Company Administrator in the Admin Console under Settings → Shifts (see Alert Rules, QA Scorecards, Sampling & Shifts).

1. Weekly Roster (/wfm → Roster)

The Roster tab displays a weekly grid of Agents × Days:

• Assigning a Shift: Click any empty cell for an agent and day, then pick a shift template (e.g., Morning, Late).
• Moving & Removing Shifts:
  • Drag and drop a shift chip to move it to another day or agent.
  • Click × on a shift chip to remove it.
• Automatic Conflict Detection: The roster highlights conflicts in red directly on the chip with the reason:
  • overlap: The agent is rostered on two overlapping shifts.
  • leave: The agent has approved leave on that day.
  • skill: The shift requires a language skill (such as DE or BN) that is not listed on the agent's user profile.
• Copying a Week: Click Copy previous week to duplicate last week's schedule into the current week in one click.
• Live Floor Integration: Rostered shifts appear as tags on agent cards on the Floor (/floor), enabling the Floor's Shift filter (On shift / Off shift) and flagging agents who pause longer than their shift's break allowance (⚠ Paused past the shift's break allowance).

2. Real-Time & Historical Adherence (/wfm → Adherence)

Select a date range on the Adherence tab to compare each agent's rostered shift window against their actual call-center sign-in and pause logs (agent_logs):

• Displays Scheduled minutes, Signed-in minutes, Paused minutes, and the Adherence percentage chip:
  • Green: 90% and above
  • Amber: 80% to 89%
  • Red: Below 80%
• Lists specific Exception chips (such as late sign-in, early sign-out, or over break).

3. Approving Leave Requests (/wfm → Leave)

• The Workforce badge in the left navigation rail displays the number of pending agent leave requests.
• Open the Leave tab to review each pending request (agent, date range, leave type, and agent's note):
  • Automatic Minimum-Cover Check: The platform checks every shift the agent is rostered on during the requested dates against that shift's configured Minimum cover (agents).
  • If approving the leave would drop staffing below the shift's minimum cover, the row warns Cover short (for example, Morning: 0 of 1) and disables the standard Approve button.
  • You can either Reject the request (with a note to the agent) or explicitly override the warning by clicking Approve anyway with a note.
  • Once decided, the rail badge updates immediately and any rostered shift on an approved leave day is flagged with a leave conflict on the Roster.

4. Erlang C Staffing Forecast (/wfm → Forecast)

Select a Day and a Queue on the Forecast tab:

• 48 Half-Hour Bars: Computes the historical average call volume and handle time for that same weekday over the last 4 weeks, runs Erlang C to calculate the Required agents per 30-minute interval, and overlays your Rostered agents for that day. Intervals where rostered staffing falls short are highlighted in red.
• Understaffed Half Hours Table: Whenever the roster falls short of Erlang C demand, a table below the chart lists every understaffed 30-minute interval with Forecast calls, Required agents, Rostered agents, and the Staffing gap.
• Day Note: Type operational notes for the selected day (automatically saved when you click outside the field).

Reports, Scheduled Packs & Analytics

Last updated 2026-10-24 · fulliautomatix 1.0.33 · cacofonix 3.4.28 · getafix 3.2.65

Supervisors have access to ad-hoc report building, instant exports (XLSX, PDF, CSV), automated email report scheduling, and quick preset analytics on the Desk, as well as detailed log tables in the Admin Console.

1. Ad-Hoc Report Builder (/reports)

Open Reports (https://desk.<domain>/reports) from the left navigation rail:

1. Select Metrics (toggle one or more metric chips):
   • Answered
   • Abandonment
   • Service level
   • AHT (Average Handle Time)
   • Occupancy
   • Transfers
   • Outcomes (adds one column for each of your company's configured wrap-up outcomes, including multi-disposition calls)
2. Choose One Dimension:
   • Agent, Queue, Team, Hour, Day, or Language.
   • Note: Metrics that do not apply to a chosen dimension (such as Occupancy by Queue, or AHT by Day/Hour) are left blank rather than estimated.
3. Select Date Range & Queue Filter:
   • Presets: Today, Yesterday, Last 7 days, This month, or Custom date range.
   • Optionally filter to a single Queue.
4. Run & Export:
   • Click Run report.
   • View the result table with previous-period delta comparisons alongside a visual bar chart for your selected metric.
   • Click XLSX, PDF, or CSV to download the report immediately.

2. Scheduled Email Report Packs (/reports → Scheduled reports)

Any ad-hoc report query can be turned into an automated email pack delivered at 07:00 in your company's time zone:

1. After configuring your metrics and dimension on the builder, click Schedule this.
2. Enter a Schedule name, choose the cadence (Daily, Weekly, or Monthly), choose the attachment format (XLSX, PDF, or CSV), and enter one or more recipient email addresses.
3. Click Save schedule.
4. Open the Scheduled reports tab to manage your schedules:
   • View the next scheduled run time and the history of past runs (SUCCESS or FAILED with error reason).
   • Click Run now to trigger an immediate off-schedule delivery, or Retry now on a failed delivery.
   • Click Pause to suspend a schedule or Delete to remove it.

3. Desk Analytics (/analytics)

Click Analytics (https://desk.<domain>/analytics) for instant whole-day summaries across Today, This week, or Month:

• Supervisors see company-wide KPIs, outcome breakdowns, pause reasons, and the full Agents table with one-click CSV export.

4. Admin Console History & Reports (https://ui.<domain>)

When you need raw call-leg logs, recording downloads, or 3-month historical drill-downs, open the Admin Console (https://ui.<domain>) via your Desk account menu:

• Applications → History (up to 3 months lookback):
  • Channel Logs: Every call leg per extension (Personal, Q: <queue>), call status (Received, Dialed, Missed, In Progress), duration, inline Recording playback & download, and one-click Call (click-to-dial).
  • Agent Logs: Every agent state transition (join, leave, pause with reason, resume, WRAP_UP_START/END, and MONITOR_AGENT audit rows naming the supervisor and mode).
  • Endpoint Logs: Every SIP device registration and unregistration event.
  • Queue Logs: Raw Asterisk queue events (Logs tab) and per-call queue outcomes (Channel Logs tab with queued duration, status, recording playback, and click-to-dial).
• Applications → Report:
  • Agent Reports: Session tab (logged-in, joined, paused, occupancy) and Call tab (inbound/outbound queue calls, ACD outcomes, talk/ring/idle time).
  • Queue Reports: Summary, Inbound, Outbound, Wait Analysis, Daily Trend (with CSV export), and 30-minute Intervals (with CSV export).
  • Company Reports: Multi-queue and multi-agent comparison tables with CSV export.

Admin Console Overview & Permissions

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65

The Admin Console (https://ui.<domain>) is the management portal for configuring telephony routing, users, teams, queues, IVR menus, alert rules, quality scorecards, and workforce shifts.

1. Navigation & Role Matrix

The left navigation menu in the Admin Console adapts automatically to your assigned role:

2. Who Can Create, Edit, and Delete What?

Sirius Telefonix separates platform resource provisioning (performed by System Administrators) from tenant operational configuration (performed by Company Administrators):

• Provisioning & Deletion (System Admin only):
  • Creating or deleting Companies, SIP Providers, Users, Extensions, Phones, Phone Lines, Phone Numbers (DIDs), Queues, Auto Attendants, and Conferences requires a System Administrator.
  • Changing an existing user's Role also requires a System Administrator.
• Editing Existing Resources (Company Admin & System Admin):
  • Once provisioned for your company, a Company Administrator can open and edit any User, Extension, Voicemail PIN, Phone Line password, DID routing target, Queue strategy/announcements, Auto Attendant menu options/prompt, or Conference name in your company.
• Creating & Managing Teams (Company Admin & System Admin):
  • Both Company Admins and System Admins can create and edit Teams and assign queues or users to teams.
• Company Operational Policies (Company Admin only):
  • Alert Rules, Scorecards, Sampling Rules, and Shifts are managed exclusively by your company's Company Administrator (when those feature flags are enabled on your company).

3. Company Admin Dashboard (/apps/dashboard)

When you sign in as a Company Administrator (or Supervisor opening the Console), the Dashboard displays:

• 4 Real-Time Tiles: Callers Waiting Now, Longest Wait, Active Queue Calls, and Live Queues.
• 6 Date-Range KPI Tiles: Received, Answered, Abandoned, SLA (%), Unanswered, and Active Agents for your selected Start Date / End Date.
• Visual Breakdowns:
  • Daily Call Volume chart
  • Busiest Hours (half-hour call distribution across the selected period)
  • Wait Time Distribution
  • Top Agents and Top Inbound Numbers

4. Console Page Conventions

• Searching & Sorting: Every list page includes an instant search bar and sortable column headers with pagination (5, 10, 25, 100 rows).
• Opening an Editor: Click anywhere on a table row to open its configuration form.
• Immutable Identifiers: Primary identifiers (Company ID, Provider ID, Base Extension, Phone No, AutoAttendant Id) are set at creation time and are read-only when editing.
• Toggle Labels: Toggles display their current active state as their text label (Enabled vs. Disabled, Record Enabled vs. Record Disabled, Call Waiting Disabled).

Users & Teams

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65

Manage your organization's staff accounts under Settings → Users and organize queues and supervisors into operational groups under Settings → Teams.

1. Managing Users (/settings/users)

Open Settings → Users and click any row to edit a user (or click Add User as a System Administrator to create one):

User Profile Fields (Basic Info Tab)

• Company: The tenant the user belongs to.
• Role:
  • User (Agent): Answers queue and personal calls on the Desk.
  • Supervisor: Runs the Floor wallboard, monitors live calls (Listen/Whisper/Barge), manages alerts, grades QA evaluations, and manages the WFM roster.
  • Admin (Company Admin): Configures company telephony settings, teams, alert rules, QA scorecards/sampling rules, and WFM shifts in the Console. (Note: On the Desk, a Company Admin acts as an agent, not a floor supervisor.)
  • System Admin / Getafix Admin: Platform-level administrator across all companies.
  • Note: Only a System Admin can change an existing user's role, and the user must be signed out of the call center (Off duty) before their role can be changed.
• Teams:
  • For a Supervisor: Defines which teams' queues and agents this supervisor oversees on the Desk Floor, Monitor, Reports, and Console Reports. Leave empty to give the supervisor visibility across the entire company. Changing a supervisor's teams re-scopes their open Desk Floor in real time without a page reload.
  • For an Agent (User): Defines which teamed queues this agent is permitted to join (see section 2 below).
• Email: The user's login email address (set at creation; immutable on edit).
• First Name & Last Name: Displayed across the Console, Floor agent cards, and reports.
• Language skills: Slash-separated 2–5 letter language codes (for example, BN/EN or EN/DE, automatically upper-cased on save). Used for:
  • Language badges on Floor agent cards
  • Real-time language-match chips on the Live Monitoring screen
  • WFM Roster required-skill validation
• Time Zone: User's local time zone.
• Enabled / Disabled: Turning Disabled on immediately prevents sign-in and terminates any active session on its next request.
• Unlocked / Locked: Turning Locked on locks the user out until an administrator unlocks the account.

Resetting a User's Password (Security Tab)

Open the user editor, switch to the Security tab, enter the new Password, and save.

2. Managing Teams (/settings/teams)

Teams group your queues and agents into logical tiers or departments (such as Tier 1 Support, VIP Banking, or Collections).

1. Open Settings → Teams and click Add Team (available to both Company Admins and System Admins).
2. Enter a unique Team Name and Description, then click Create.
3. Assign the team in two places:
   • On Queues (Settings → Queues): Select a Team on each queue that belongs to that group.
   • On Users (Settings → Users): Select one or more Teams on the supervisors who lead that group and the agents who staff it.

How Team-Scoped Queue Membership Works

• Unteamed Queues (queues with no Team set): Any agent in the company may join.
• Teamed Queues (queues assigned to a Team, e.g., Tier 1): Only agents who have Tier 1 in their Teams field can see or join that queue, be added to it from the Floor, be assigned waiting callers from it, or place outbound calls as that queue.
• If you add a team to a queue (or remove a team from an agent) while the agent is on duty, the platform automatically removes the agent from any queue they are no longer permitted to staff in real time.
• Deleting a team cleanly unassigns it from its queues and users without deleting either.

Extensions, Voicemail Boxes, Phones & DIDs

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65

In Sirius Telefonix, a 4-digit Extension is the universal routing address: every user phone line, call queue, IVR auto attendant, and inbound phone number (DID) resolves through an extension.

1. Extensions (/settings/extensions)

Open Settings → Extensions to view or edit extensions in your company (System Admins can click Add Extension to provision new ones):

• Base Extension: Exactly 4 digits (for example, 1001 for an agent or 5100 for a queue; set at creation and read-only on edit).
• User: The user account associated with this extension (leave blank for queue or IVR extensions).
• Ring Duration: How many seconds (6 to 99, typically 40) a direct call to this extension rings before overflowing to personal voicemail (or returning busy if voicemail is disabled).

Configuring a Personal Voicemail Box

When your company has Voicemail Enabled, opening an extension displays a Voicemail button in the top-right corner of the editor:

1. Click Voicemail to open the mailbox settings:
   • Basic Info: Set the Full Name, notification Email, and toggle Enabled / Disabled, then click Update (VoiceMail saved).
   • Security (visible when Enabled): Enter a numeric voicemail Password (PIN) of at least 5 characters and click Change Password (Password updated).
2. How Users Access Personal Voicemail:
   • Web UI: In the Admin Console under Applications → Voice Mail Messages (/apps/voicemailmessages), where users can play, download, click-to-dial Call Back, or delete messages.
   • From a Phone: Dial *29 from the extension's registered phone and enter the voicemail PIN, or dial *<4-digit-extension> (e.g., *1001) during a call/IVR to drop a caller directly into that extension's voicemail greeting.

2. Phones & SIP Phone Lines (/settings/phones)

A Phone record groups one or more Phone Lines (SIP endpoints).

1. Open Settings → Phones and click a Phone row to open it.
2. Under Phone Lines, click an existing line to edit it (or Add Phone Line as a System Admin):
   • Extension: Select the 4-digit extension this line serves.
   • Caller Name: Display name shown on the Desk Call Card, Floor agent cards, and internal calls.
   • Description: Optional label (such as Browser Softphone or Yealink T46U).
   • SIP User Name: Automatically generated by the platform as <companyId>_<extension> (for example, acme_1001) and shown read-only when editing an existing line.
   • SIP Password: Must be 8 to 50 characters and include at least one letter and one digit. Click the eye icon to reveal the current password, or leave it blank when editing other fields to keep the existing password.
   • Call Waiting: Keep Call Waiting Disabled for agents using the Desk (fulliautomatix), as the Desk is designed around a single active call card. You may enable Call Waiting Enabled for standalone hardware desk phones that do not use the Desk.

Note: The Desk's built-in WebRTC browser softphone retrieves its user's SIP User Name and SIP Password automatically when the user signs in — you only need to copy these credentials manually when configuring a physical SIP phone or third-party softphone app.

3. Phone Numbers / Inbound DIDs (/settings/phonenumbers)

Inbound public telephone numbers (DIDs) are mapped to internal extensions under Settings → Phone Numbers:

• Phone No: The public DID number delivered by the SIP carrier (read-only after creation).
• Provider: The SIP trunk provider carrying this number.
• Company: The tenant owning the number.
• Extension: Select the 4-digit Extension that should answer inbound calls to this number:
  • Pointing a DID to an Auto Attendant's extension plays your IVR greeting to external callers.
  • Pointing a DID to a Queue's extension places external callers directly into that queue.
  • Pointing a DID to a User's extension rings that user's phone directly (DDI).

Queues, Auto Attendants (IVR) & Conferences

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65

Configure call distribution queues, interactive voice response (IVR) menus, and PIN-protected conference bridges under Settings in the Admin Console (https://ui.<domain>).

1. Call Queues (/settings/queues)

Open Settings → Queues and click a queue row to edit it (System Admins create new queues after first creating a 4-digit Extension for the queue, e.g., 5100).

Tab 1: Basic Info

• Queue Name & Queue ID: Display name (e.g., Support) and unique identifier within the company.
• Extension: The 4-digit extension that routes callers into this queue (e.g., 5100).
• Team (optional): Assigns the queue to a Team (e.g., Tier 1). When set, only agents and supervisors belonging to that team can join or manage this queue.
• Email: Notification email address for the queue.
• Strategy: How incoming calls are distributed across available queue members:
  • ringall: Rings all available agents simultaneously until one answers.
  • rrmemory: Round-robin with memory — remembers which agent was rung last and starts with the next agent.
  • leastrecent: Rings the available agent who has gone the longest since their last answered call.
  • fewestcalls: Rings the available agent who has completed the fewest calls in this queue.
  • random / wrandom: Rings a random available agent (or weighted random).
  • rrordered / linear: Rings agents in a fixed order.
• Weight: Queue priority weight (0 or higher) when an agent belongs to multiple queues with waiting callers.
• Service Level (seconds): Target answer threshold (for example, 30 seconds) used to compute SLA % across the Floor wallboard, dashboards, and reports.
• Max Length: Maximum number of callers allowed to wait in the queue simultaneously (0 = unlimited).
• Alert wait (seconds): Optional threshold (5 to 3600 seconds). When a caller waits longer than this value, the queue's card on the Floor wallboard pulses red (BREACH) and turns the Longest wait KPI tile red.
• Callers' language: Expected language code(s) for callers in this queue (e.g., BN or BN/EN). Shown on the Floor queue card and compared against the answering agent's Language skills on the Live Monitoring screen.
• Zero Escape: When ticked, a caller waiting in the queue can press 0 on their phone keypad at any time to leave a queue voicemail message (which appears in the Desk's Voicemail view).

Tab 2: Announcements (Available on Edit)

Customize the audio experience for callers waiting in the queue (use standard mono WAV audio files, e.g., 8 kHz mono WAV):

• Initial Message: Played once before the caller enters the queue. Tick the checkbox to enable, upload your audio file, or play/download the current clip.
• Music On Hold: Background music played while callers wait for an agent. Tick the checkbox and upload custom Music on Hold, or leave unticked for the default music.
• Comfort Message & Interval: Periodic announcement played every Comfort Message Interval seconds while a caller continues to wait.

Deleting a Queue: If a queue has unread voicemail messages, delete those messages from the Desk's Voicemail view first before a System Admin deletes the queue.

2. Auto Attendants / IVR Menus (/settings/autoattendants)

An Auto Attendant plays a recorded greeting and routes callers based on the keypad digit (0–9) they press.

1. Open Settings → Auto Attendants and select an Auto Attendant (assigned to its own 4-digit Extension).
2. Basic Info Tab:
   • AutoAttendant Id (3+ characters, create-only), AutoAttendant Name, Company, and Extension.
3. Options Tab:
   • Configure any of the ten keypad inputs (1 through 9 and 0).
   • Each option accepts either:
     • A 4-digit Extension (e.g., 5100 to send the caller to the Support queue, 1001 for an individual user, or another Auto Attendant's extension for a sub-menu), or
     • * followed by a 4-digit Extension (e.g., *1001) to send the caller directly into that extension's personal voicemail box.
   • Leave unused digits blank.
4. Prompt Tab (Available on Edit):
   • Upload, play back, or download the voice prompt (audio/*, recommended 8 kHz mono WAV).
   • When a caller dials the Auto Attendant's extension (or a DID pointed to it), the prompt plays up to twice while waiting for a keypad selection.

3. Conferences (/settings/conferences)

Multi-party audio conference bridges use the platform-wide feature code *33 and PIN authentication rather than individual extensions:

1. Open Settings → Conferences and select a conference (or create one as a System Admin by choosing the Company and Conference Name).
2. Once created, the platform generates two unique read-only PIN codes shown on the edit screen:
   • Leader Code: PIN for the conference host/moderator.
   • Participant Code: PIN for regular attendees.
3. Joining a Conference: Any internal phone dials *33, enters either the Leader Code or Participant Code when prompted, and is placed into your company's matching conference room.

Alert Rules, QA Scorecards, Sampling & Shifts

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65

When your company has Alerts Enabled, Quality Enabled, or Workforce Enabled, four dedicated policy configuration pages appear in the Admin Console's Settings menu for Company Administrators (ROLE_ADMIN).

Important: These four pages are visible to Company Administrators only — System Administrators do not see them in the Console navigation. Sign in with a Company Admin account of your tenant to configure them.

1. Alert Rules (/settings/alertrules)

Configure automated monitoring rules that fire in real time on the Desk's Alerts feed (/alerts) and optionally via email:

1. Open Settings → Alert Rules and click Add Alert Rule.
2. Choose what to Watch for:
   • Service level below (1–100%, held for N minutes)
   • Abandonment above (1–100%, held for N minutes)
   • Longest wait above (N seconds)
   • Outcome spike (N calls closed with a selected wrap-up outcome within M minutes)
   • Trunk registration lost
   • Recording storage unreachable
   • Failed sign-ins (N failed sign-in attempts within M minutes)
3. Set the Name, scope (Queues), Severity (Warning or Critical), Cooldown (minutes), Channels (In-app, Email), Recipients (comma-separated), and Rule Enabled toggle, then save.
4. Click Test on any saved rule to fire an immediate test alert to the Desk feed.
   • Rules created or edited here sync immediately with the Desk's /alerts → Rules tab without requiring a reload.

2. QA Scorecards (/settings/scorecards)

Scorecards define the grading rubric supervisors use when evaluating recorded calls in the Desk's Quality workspace (/quality).

1. Open Settings → Scorecards and click Add Scorecard (new scorecards start with a handy 3-section starter template).
2. Enter a Name and Description.
3. Configure one or more Sections:
   • Give each section a Section Name (e.g., Opening, Compliance, Resolution) and a Weight (e.g., 1, 2, 3).
4. Inside each section, add evaluation Items:
   • Enter the item criterion (e.g., Greeted the caller, Verified caller identity, Resolved the request).
   • Set Points (1 to 100).
   • Tick Auto-fail on mandatory compliance items where a No answer must automatically drop the entire evaluation score to 0%.
5. Click Create / Save.
   • Note: Deleting a scorecard that already has completed evaluations safely deactivates it rather than erasing historical evaluation scores.

3. QA Sampling Rules (/settings/samplingrules)

Sampling rules determine which completed queue calls are automatically placed into the supervisors' QA evaluation queue (evaluated every 30 seconds after calls settle):

1. Open Settings → Sampling Rules and click Add Sampling Rule.
2. Configure:
   • Name: Descriptive name (e.g., Support Weekly Sample or Supervisor Flagged Calls).
   • Scorecard: Which scorecard evaluators will grade against.
   • Takes:
     • A share of matching calls: Samples Share (%) of eligible calls, capped at Calls per agent per week.
     • N per agent per week: Samples up to Calls per agent per week.
     • Every supervisor-tagged call: Automatically queues every call where a supervisor clicked Save for QA during Live Monitoring (/monitor).
   • Due in (days): Evaluation SLA deadline (evaluations sort soonest-due first on /quality).
   • Filters: Scope the rule to specific Queues, Agents, or Wrap-up outcomes (leave empty to match all).
   • Assign to: Select the evaluator(s) (Supervisors) who will receive the sampled evaluations.
   • Toggle Enabled and save.

4. WFM Shifts (/settings/shifts)

Shift templates are the building blocks supervisors place on the weekly schedule in the Desk's Workforce module (/wfm).

1. Open Settings → Shifts and click Add Shift.
2. Configure:
   • Name: Shift label (e.g., Morning, Late, Night).
   • Starts (HH:mm) & Ends (HH:mm): 24-hour format (e.g., 09:00 to 17:00). An end time earlier than or equal to the start time automatically spans past midnight (overnight shift).
   • Break (minutes): Allowed break duration. If an on-shift agent pauses longer than this allowance, their Floor card turns red with an over break warning.
   • Minimum cover (agents): Minimum number of agents required on this shift (0 disables the leave cover check). When an agent requests leave on a day where approving it would leave fewer than Minimum cover agents on this shift, /wfm flags Cover short.
   • Required skills: Optional language skill code(s) (e.g., BN or DE). Rostering an agent who lacks this skill flags a red skill conflict on the roster.
   • Colour: Badge colour used on the WFM Roster and Floor agent cards.
   • Shift Enabled: Toggle on and save.

Tenants (Companies) & SIP Providers

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65

System Administrators (ROLE_SYSTEM_ADMIN / ROLE_GETAFIX_ADMIN) manage multi-tenant company onboarding, feature flags, SIP trunk providers, and core resource provisioning in the Admin Console (https://ui.<domain>).

1. Onboarding a New Tenant (/settings/companies)

Open Settings → Companies and click Add Company:

Core Tenant Settings

• Company ID: Short alphanumeric identifier starting with a letter (e.g., acme or citybank).
  • Immutable after creation: Becomes the prefix for every SIP endpoint (<companyId>_<extension>) and internal Asterisk dialplan context.
• Company Name & Email: Display name and primary contact email.
• Time Zone: Determines day boundaries for all dashboards, Desk "Today" counters, WFM rosters, and scheduled reports (e.g., Asia/Dhaka).
• Wrap-up outcomes: Comma-separated list of call disposition labels offered to agents on the Desk Call Card (leave blank to use the default four: resolved, follow-up, escalate, callback).
• Abandon target (%): Company threshold above which the Floor wallboard's Abandonment KPI tile turns amber.

Company Feature Flags

Toggle the capabilities licensed for this tenant:

Note: When you toggle a feature flag (Alerts, Quality, Workforce, Monitoring, Secure Segments) on an existing company, open Desk tabs pick up the change on their next reload or sign-in.

2. Recommended Tenant Provisioning Order

After creating a Company, provision its initial telephony objects in this order:

1. Teams (optional, /settings/teams): Create teams (Tier 1, Tier 2) if queues and supervisors will be team-scoped.
2. Users (/settings/users): Create the tenant's Company Admin (Admin), Supervisors (Supervisor), and Agents (User).
3. Extensions (/settings/extensions): Create a 4-digit Base Extension for each user (1001, 1002, …), each queue (5100, 5200, …), and each Auto Attendant (8000).
4. Phones & Phone Lines (/settings/phones): Create a Phone record for the company, then Add Phone Line for each user extension with a Caller Name, SIP Password (8–50 chars, letter + digit), and Call Waiting Disabled.
5. Queues (/settings/queues): Create queues linked to their queue extensions.
6. Auto Attendants & Conferences (/settings/autoattendants, /settings/conferences): Create IVR menus and conference rooms if needed.
7. Phone Numbers (DIDs) (/settings/phonenumbers): Map inbound carrier DIDs from a Provider to the company's Auto Attendant, Queue, or User extensions.
8. Rebuild Dialplan (/settings/systemtools): If you want newly created queues or auto attendants to answer immediately without waiting for the scheduled dialplan refresh, click Rebuild dialplan under Settings → System Tools.

3. Managing SIP Providers / Trunks (/settings/providers)

Open Settings → Providers to register external SIP carrier trunks:

• Provider ID: Alphanumeric identifier (at least 3 characters, starting with a letter; immutable after creation). Becomes the Asterisk trunk endpoint name.
• Host: Carrier SIP domain or hostname (validated as a domain name).
• Auth Method:
  • IP: Trusted IP peer (writes the carrier into OpenSIPS's trusted address table and triggers an immediate address_reload over MI).
  • Password: Credential-authenticated SIP trunk.
• You can verify trunk reachability at any time under Applications → System Live → Endpoints, and configure a Trunk registration lost alert rule to notify supervisors if a provider goes offline.

Platform Dashboard, System Live & System Tools

Last updated 2026-10-24 · cacofonix 3.4.28 · getafix 3.2.65 · panoramix 3.1.10

System Administrators have dedicated cross-tenant monitoring and operational recovery tools in the Admin Console (https://ui.<domain>).

1. Platform Dashboard (/apps/dashboard)

When signed in as a System Administrator, the Dashboard opens in Platform overview mode (auto-refreshed every 30 seconds):

• 5 Headline Tiles: Companies, Live Channels, Callers Waiting, Agents Online, and Live Queues across the entire cluster.
• Companies Live Table: Real-time activity per tenant.
• Daily Call Volume by Company & Company Comparison Table: Compares received, answered, abandoned, answered %, and SLA % across all tenants.
• Company Drill-Down Selector: Use the Company dropdown at the top right (Platform overview vs. any individual company) to inspect a specific tenant's Admin Dashboard without switching accounts.

2. System Live (/apps/systemlive)

Open Applications → System Live for a real-time cluster-wide view of SIP endpoints and active call legs:

• Endpoints Tab: Lists every SIP endpoint (<companyId>_<ext> and trunk providers) with its Caller ID, Resource, State (Online / Offline, polled every 60 seconds), and Peer Status.
• Channels Tab: Lists every active Asterisk channel with Unique ID, Caller Name, Caller Number, Destination, Start Time, Duration, Direction, and Call Type.

3. System Tools (/settings/systemtools)

Open Settings → System Tools to inspect SBC health, manage automatic OpenSIPS IP bans, and rebuild the Asterisk realtime dialplan across four operational cards:

Card 1: SBC Health (panoramix & rtpengine)

Streams live telemetry from the OpenSIPS Session Border Controller:

Card 2: Current Bans (Live OpenSIPS IP Ban Feed)

Whenever OpenSIPS bans a source IP address (for 1 hour), it pushes the event immediately to the control plane and displays it in Current bans (newest first, updated live over SSE without refreshing):

• Ban Reason Tags:
  • PIKE: SIP packet flood / rate-limit exceeded.
  • GEO: Source IP country blocked by the SBC's GeoIP policy.
  • PATTERN: SIP username did not match the required <companyId>_<4-digit-extension> pattern.
  • AUTH: Too many failed SIP password attempts (401/403/407 — default 10 failures within 10 minutes).
• Lifting a Ban: Click Unban on any row to immediately remove the IP from OpenSIPS's ban cache (Ban lifted for <ip>).

Card 3: OpenSIPS IP Ban (Manual Check & Unban)

To check or unban an IP address that may have been banned before the last hour or to query OpenSIPS's cache directly:

1. Enter the IPv4 Source IP address (e.g., 203.0.113.45).
2. Click Check to query OpenSIPS directly (<ip> is banned or <ip> is not banned).
3. Click Unban to clear the ban immediately.

Card 4: Dialplan (Rebuild dialplan)

Click Rebuild dialplan to regenerate the Asterisk realtime dialplan (ast_config) for every company on the platform. Use this whenever a newly provisioned company, queue, or auto attendant needs to take calls immediately without waiting for the scheduled background sync.

Feature Codes, Number Formats & FAQ

Last updated 2026-10-24 · cacofonix 3.4.28 · fulliautomatix 1.0.33 · getafix 3.2.65 · telefonixsip 3.4.4

1. Dialplan Feature Codes

Dial these codes from your Desk browser softphone, hardware SIP phone, or within an Auto Attendant (IVR) option:

2. Dialable Number Formats

Both the Desk dialer and the Admin Console's click-to-dial (Call / Call Back) enforce strict number formats:

• Internal Extensions: Exactly 4 digits (e.g., 1001, 5100, 8000).
• External PSTN Numbers: 11 to 14 digits (digits only — do not include a leading +, spaces, or dashes; e.g., 8801712345678).
• Short codes of 3 digits or numbers with punctuation are refused with cannot be dialled: it is not an extension or a phone number.

3. Keyboard & UI Shortcuts

4. Frequently Asked Questions (Troubleshooting)

Why did my first queue call go straight to voicemail right after I signed into the Desk?

When your browser softphone registers for the first time, Asterisk runs a reachability check (qualify) before delivering queue calls to your endpoint. Wait 1–2 minutes after opening the Desk and clicking Go available before placing or receiving your first queue call.

Why did a newly created company, queue, or Auto Attendant not answer right away?

Asterisk reads realtime dialplan changes on a periodic schedule. Either wait a few minutes after creating a new queue/IVR, or ask a System Administrator to click Settings → System Tools → Rebuild dialplan for immediate activation.

Why does my hardware SIP phone or softphone app get no response at all?

The Session Border Controller (panoramix) automatically bans any IP address for 1 hour if:

1. The SIP username does not match the required <companyId>_<4-digit-extension> format (PATTERN ban), or
2. A phone sends 10 failed password attempts within 10 minutes (AUTH ban).

Ask a System Administrator to open Settings → System Tools → Current bans in the Admin Console and click Unban on your IP address.

Why does Click-to-Dial (Call / Call Back) in the Admin Console ring my own phone first?

The Admin Console does not carry an embedded browser phone; instead, click-to-dial originates the call through the PBX (Ringing your <device> on extension <ext> — it dials <number> once you answer). Answer your registered phone (on your Desk tab or desk phone) first, and the platform immediately dials the destination number for you.

Why can't a Company Administrator click Pause, Resume, or Assign on the Desk Floor?

By platform design, Company Admins (ROLE_ADMIN) act as agents on the Desk. Only users with the Supervisor (ROLE_SUPERVISOR) or System Admin role can execute supervisor actions on the Floor wallboard, Live Monitoring, Quality, and Workforce views.

Why can't a System Administrator see Alert Rules, Scorecards, Sampling Rules, or Shifts in the Admin Console?

Those four policy pages are scoped strictly to a single tenant and appear only when signed in as a Company Administrator (ROLE_ADMIN) of a company that has Alerts Enabled, Quality Enabled, or Workforce Enabled turned on.