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9bx user guide

PBX & Call Center

Phone dashboard

A single page that shows how your phone system is running today: call volumes, who is waiting for a call back, and anything that needs fixing.

Contents

What it is for

The Phone dashboard is your morning check. It tells you whether calls can come in and go out, how busy the lines were, and which callers still need an answer.

Who can use it

Users whose role includes the Phone dashboard permission, typically administrators and supervisors. It appears when your organisation has the PBX & Call Center module.

Where to find it

Phone → Phone dashboard

The screen explained

The Phone dashboard with call activity, system status and waiting call backs.

Area What it shows
Today / Last 7 days Switches every figure between today and the last week. Refresh reloads the numbers.
KPI tiles Total calls, Answered (with the answer percentage), Missed (outside callers nobody answered), Internal (between extensions) and Average talk time. Each shows the change against the period before.
Call activity A chart of answered, missed and other unanswered calls. Today is shown by hour; the week is shown by day. Full report opens the detailed call report.
Call types Split of Incoming, Outgoing and Internal calls.
System status Live calls (and how many are talking), extensions, official numbers, your trunk and the phone server (Online, Offline or Not seen yet).
Waiting for a call back People who rang and have not been spoken to. See all opens Call back.
Top callers and Busiest extensions Who calls most, and which extensions handled the most calls.
Warnings Cards for problems, each with a fix button (see below).
Setup checklist On a new system: "Get your phone system running", three steps with Next step, Skip this step and Hide setup.

Warnings you may see

Warning What to do
No phone server is set up Ask your 9bx administrator to assign one. No call can work until then.
Phone server stopped reporting Calls may fail. Contact support if it does not recover in a few minutes.
No trunk added / a trunk is down Add a trunk or Check trunks. See Trunks.
No official number Add a number. Nobody can call you without one.
No extensions Create extensions.
Calls are recorded but there is nowhere to store them Fix storage, or recordings are lost.
Extensions can call abroad with no daily limit Set a limit under Feature codes & security.

Tasks

Get a new phone system running

  1. Open Phone → Phone dashboard.
  2. In the setup card, choose your provider under Connect your SIP trunk and enter the details from your provider's welcome letter.
  3. Under Add your official number, add the number customers call and choose where it rings.
  4. Under Extensions and a test call, create extensions for your employees, then press Test call. You will hear your own voice back (an echo test). The softphone must be open and signed in.
  5. Press Hide setup when finished.

Check the day

  1. Leave the switch on Today.
  2. Read the warnings first, then the Missed tile.
  3. Open Waiting for a call back and press See all to clear them.

Example scenario

Dhaka ISP "Padma Net Support" opens at 9:00. The supervisor, Nusrat, opens the dashboard and sees Missed: 6 and a warning "1 SIP trunk is down". She presses Check trunks, finds the backup trunk "Demo Provider B" is Unreachable, and reports it to the provider. She then opens the six waiting call backs and assigns them to her team.

Tips

  • Use Last 7 days to spot a pattern, such as more missed calls every Sunday morning.
  • Set a daily limit for international calls before you go live. It is the cheapest protection against toll fraud.

Troubleshooting

Problem Fix
The page shows only the setup card Finish or Hide setup; the dashboard appears below it.
Figures are zero but calls were made Check the phone server is Online in System status.
"Not seen yet" next to the phone server The server has not reported in. Your administrator should check it.