HUD

The HUD (Heads Up Display) lets you, in real time, view, manage, supervise and review calls made to and from all extensions on the account.  The HUD feature allows you to view real-time phone activity for all phones associated with the account. The HUD is a powerful “super receptionist” console. Additionally, the HUD enables features such as call monitoring and transfer with the click of a mouse. If the Supervisory HUD is associated with a phone that has been selected to supervise, the ear and spy symbols will appear in the Supervisory HUD. Only phones that are enabled as Supervisor can spy on or monitor calls.

BASIC DISPLAY

To use the HUD, you must have a phone on the account.  If you are logged in as an Admin, navigate to your own extension, then go to HUD > HUD – Heads Up Display.

If you are logged in as a User, after logging into the Clarity portal, navigate to HUD > HUD – Heads Up Display.

Note: Pop-ups must be enabled in the browser from the site in order to fully utilize the HUD screen. The HUD screen will be adjusted in accordance to the number of phones setup. Each phone/user will also display the number of new, urgent and old messages in their own voicemail box.

HUD Views

HUD views are available in two modes: TABLE and TILE.  In either mode, each phone/user will show the user’s name, presence, call state, and extension. The default view is TABLE View.

HUD Actions

The HUD offers basic actions to any user.

• SORT – You can sort the list by extension, name, or on call.
• TRANSFER – You can transfer the call
• ADD CONTACTS – You can add contact on the system.

The HUD also provides advanced actions based on the roles (user, admin, supervisor), permissions on extension and whether a call is active. When you are not on an active call, the following actions are enabled:

• CALL – You can directly dial the selected user
• SPY – You can listen in on live phone calls remotely and undetected

When you on an active call, the following actions are available:

• CALL – You can directly dial the selected user, to set up a transfer or three way call
• BLIND TRANSFER – You can transfer to the call to another extension, without waiting for the target user to pick up
• SUPERVISED TRANSFER – You can transfer to the call to another extension, but must wait for the target user to pick up
• TRANSFER TO VM – You can transfer the call to a target extension’s voicemail Inbox

HUD Monitoring Controls

There are two separate and functionally different monitoring capabilities – Spy and Monitor.

SPY Supervisory Role

• Supervisor must be spying on the extension PRIOR to any calls being made from the extension being monitored. SPY cannot be enabled once the call is in progress.
• Available only for OUTBOUND calls
• The Supervisor must have a phone on the account to monitor calls, and the extension must be enabled as a Supervisor
• The extension being monitored must be enabled for Call Monitoring
• To start SPY, click on the SPY icon prior to any calls being made from the monitored extension.
• Your phone will ring. Answer, and you will be listening to hold music.
• When an OUTBOUND CALL is made from the extension being monitored, the Supervisor can monitor the entire call.
• SPY remains active between calls. Supervisor hears HOLD music when there is not a call in progress.
• MONITOR session ends when the Supervisor hangs up their phone.

Note: An optional beep can be enabled to let both the extension, and the called party, know that the call is being monitored.

MONITOR Supervisory Role

• Available for both OUTBOUND and INBOUND calls
• Can be initiated at any time during the call
• The Supervisor must have a phone on the account to monitor calls, and the extension must be enabled as a Supervisor
• The extension being monitored must be enabled for Call Monitoring
• Click on the EAR icon, your phone will ring, answer, and you will be in monitoring mode
• MONITOR session ends when the “monitored” call ends or when the Supervisor hangs up their phone

Note: An optional beep can be enabled to let both the extension, and the called party, know that the call is being monitored.

When in MONITOR role (either SPY or EAR), there are dynamic controls available. The controls are DTMF signals. When a MONITOR session is started, the Supervisor is automatically placed in base monitor role corresponding to DTMF number zero (0).

• DTMF number zero (0) – Supervisor can hear all parties, but cannot communicate with either party.  Both parties are unaware Supervisor is monitoring
• DTMF number one (1) – Supervisor placed in whisper mode with Caller
• DTMF number two (2) – Supervisor placed in whisper mode with Callee
• DTMF number three (3) – Supervisor placed into three-way call with Caller and Callee

Supervisors can dynamically jump from one role to another during the call simply by pressing the appropriate DTMF number.

A Supervisor may also monitor calls without the HUD.  If the Supervisor observes in the HUD that there is a call they would like to monitor, to SPY on a call, pick up the handset (or dial thru the VCC app) and dial *87extension, and the Supervisor will be automatically placed in base monitor role corresponding to DTMF number zero (0).  To MONITOR a call, pick up the handset (or dial thru the VCC app) and dial *97extension, and the Supervisor will be automatically placed in base monitor role corresponding to DTMF number zero (0).

To enable HUD Monitoring Controls, please navigate to Administration>Call Monitoring

PERMISSIONS

Setting HUD Permissions

To Edit Permissions in the HUD:

1. Click the edit icon next to each extension. A new window will appear.
2. Select the desired permission option from the Permission dropdown menu.
3. Click Save.