The Call Center section is designed to give you fast access to the most important and frequently viewed information of your call queues. There are five components of the Call Center section:

  • My queues
  • My statistics
  • Status (Online/ Offline)
  • Active phones
  • Recent call history

NOTE: Call center supervisors must be in “My Account” view to access this version of the Call Center tab.


All call queues that you are assigned to will be listed here. Your queues will be displayed with the name, the extension number, the type of queue, the queue’s priority, wrap up time, and the number of callers waiting.


This section displays important data in three graphs: My Calls Per Day (for the last 10 days), My Calls Per Hour (for the last 24 hours), and Call by Organization Source (for the last 24 hours).


This section allows you to switch between online/offline or single-call mode. You can provide a reason for being offline such as your lunch, a meeting, a break, etc.

NOTE: When in single-call mode, you will receive one call and then automatically be put into offline mode when the call is completed.


If you have multiple phones or devices that you are connected to, you can choose which devices are logged in by clicking the checkbox(es) beside the name(s) of the device(s) you want to use. When switching between devices, a pop-up message will appear confirming which device is currently active.


Sonar Phone Status 

As a call center agent, you may have an issue with your webphone online status. After you log into the Sonar client portal, 

  1. Click the Sonar Phone hyperlink at the top of the page. 
  2. Click Go Online. 
  3. Open a different tab within the Sonar phone tab, like Call History or Voicemail. This may trigger your webphone to go offline. 
  4. If this happens, go back to the main Sonar page, and within the Call Center tab change your status to “Single Call, or Lunch” then choose Online, this will get it to sync with Sonar Phones status. 


  • If you launch Sonar Phone when you are "Offline" in Sonar, then won’t happen. 
  • If you are "Online" in Sonar, launch Sonar Phone, and dial *51 to log in, it will work fine.


You can quickly see the most recent inbound, outbound, and missed calls. Most recent calls are listed at the top.

Was this article helpful?

Can’t find what you’re looking for?

Our award-winning customer support team is here for you.

Contact Support