Supervisor Panel

We perform our module support in Open channels chat. You can reach us via:

1. The chat right in your Bitrix24 (the link opens a chatbox in your Bitrix24).

2. The chat at our site informunity.us (the icon in the right bottom corner opens a chatbox). After the start of the dialog enter your email so that you could receive a notification about our reply and the communication history even after you close tab with the chat in your browser.

The first way is the most convenient one: you will always find our reply and the communication history in your Bitrix24 messenger. But for the link to work in a self-hosted version of Bitrix24, you must have all necessary modules installed and the portal must have connection with the outer world. If the first option does not work for one reason or another, please proceed with the second one.

Please note that we do not provide technical support via phone or emails.

If you haven't received a prompt response, please wait for us to reply. We work from 9 am till 6 pm  (GMT+3), Mo-Fri.

We care about your feedback and do our best to answer all of your questions. Text us :)

1. Please install Supervisor panel application in Bitrix24 Market.

2. Create an AMI user, setup full rights for reading and writing (here is a guide how to create an AMI user).

3. On the Settings tab in the Supervisor application, please enter the following data:

• FreePBX address in format: free.pbx.host:5038;

• AMI user login;

• AMI user password;

4. Network interface

You can create different roles on the Access rights tab and assign different functions. For example an Administrator role is supposed to have all rights for all operations available in the list. A supervisor role will have all the rights except, creating and changing other roles. The main administrator can pause/unpause himself and all other agents. While other agents can do it only for themselves.

To add a new role - please push “Add a role” and choose necessary rights. Don’t forget to save the changes.

You can see a list of agents In the “Control panel”

In the agent’s window, you can see:

1. Status (Online / Offline)

2. Full name

3. Queues

4. Active calls

Online user is a user with an extension connected to the PBX.

Offline user is a user with an extension on the PBX, but not connected at the moment.

Please note that the application will work even if an agent does not have a personal account in Bitrix24. If an employee only has a connected PBX number, for example, 5001, it will be named “5001” in the Supervisor Panel application. If the employee has a personal account in Bitrix24, then his full name will be indicated.

If there are sufficient rights, the supervisor can add an operator to a specific queue or remove from it. For example, you have two queues: the agents of the first one accept orders, and the second one issue refunds. When you see that the load on the first queue has increased extensively, you can add specialists from the second queue to it.

In addition to adding a queue, you can pause the queue, listen in on a call, join it, whisper, or transfer a call to another agent by simply clicking on its number.

• You see “AMI connection error” — it means the system can not establish connection with the stated PBX server. Please check the host name, port, if the host can be opened from the outside, if your port is opened.

• You see “AMI authorization error” — connection is established, but authorization failed. Please check your login and password, and the rights for the stated AMI user.