Using the VoIP HUD (Heads-Up Display) in Vanillasoft

The VoIP HUD (Heads-Up Display) provides supervisors and team leads with a centralized interface for monitoring agent availability, managing call transfers, and supervising VoIP activity in real time. The HUD is designed for users who need to oversee multiple agents, track presence status, initiate transfers, and maintain visibility across their contact center operations. By using the HUD, supervisors can monitor calls, manage external transfers, and ensure their team operates efficiently without navigating through individual user profiles.

This article provides detailed guidance on accessing the HUD, understanding its interface, using HUD Groups for organizing agents, and leveraging key features to maximize supervisory efficiency. For an overview of what's new in the updated HUD interface, refer to the Using the Updated VoIP HUD (Heads-Up Display) article.

What You Need Before You Start

  • Admin Access: You need Admin-level access to Vanillasoft to access the HUD from the Dashboard menu.

  • HUD Access Enabled: Your extension must have HUD access enabled. If you cannot see the VoIP HUD option in the Dashboard menu, contact Vanillasoft Support to request access.

Accessing the HUD

  1. Log in to Vanillasoft as an Admin. 

    • If you are logged in as a Caller, switch to Admin from the top menu.

  2. Navigate to Dashboard → VoIP HUD from the main menu.

  3. (Optional) Click Open in Browser Tab in the top right corner to open the HUD in a separate tab for easier multitasking.

Understanding the HUD Interface

The HUD interface provides several key features for monitoring and managing your team:

View Options: List View and Tile View

The HUD offers two display modes to accommodate different screen sizes and preferences:

  • List View: Displays agents vertically in a table format, ideal for narrower screens or large teams. This view maximizes the number of agents visible at once.

  • Tile View: Displays agents in a grid format with larger visual cards. This view provides more detail per agent and is ideal for wider screens.

You can toggle between views using the view selector button. The HUD can display up to 50 agents at a time. If you need to monitor more than 50 agents, consider creating HUD Groups to organize agents into manageable sets.

 

All Agents Tab

The All Agents tab displays only internal users, making it easier to monitor your team without confusion from external transfer numbers. From this tab, you can:

  • Search for agents by name or number using the search field.

  • Filter by Account Groups to view specific teams or departments.

  • View presence status using visual icons (Available, Busy, Vacation, Sick, Meeting, etc.).

  • Monitor active calls and see which agents are currently on calls.

 

External Transfers Tab

The External Transfers tab provides a dedicated space for managing external transfer numbers, keeping them separate from internal agents. From this tab, you can:

  • Add new external numbers for call transfers.

  • Edit existing external numbers to update contact information.

  • Initiate blind or attended transfers to external numbers directly from the HUD.

 

HUD Groups

HUD Groups allow you to organize agents into custom sets for easier monitoring. You can create an unlimited number of groups, and each group can contain any combination of extensions you choose. This is particularly useful for:

  • Monitoring specific teams or departments.

  • Organizing agents by shift or location.

  • Managing more than 50 agents by splitting them into manageable groups.

Using HUD Features

Search and Filter Agents

Use the search field to quickly locate agents by name or number. Apply Account Group filters to narrow your view to specific teams or departments. This is particularly useful when managing large teams or monitoring specific groups during peak hours.

 

Monitor Agent Presence

Agent status is displayed using presence icons, including options for Available, Busy, Vacation, Sick, Meeting, and more. These icons provide quick visual reference for agent availability without needing to open individual profiles. New presence options have been added to provide more granular status tracking.

 

Transfer Calls

The HUD supports both blind and attended transfers to internal agents and external numbers. Select the desired agent or external number, then choose your transfer type. The streamlined interface makes transfers faster and reduces the risk of transferring to incorrect destinations.

 

Collapse Call Options

The call options panel within the HUD can be collapsed to provide more screen space for monitoring agents. This allows you to customize the panel layout based on your workflow and screen size without losing functionality.

Best Practices

  • Use the Open in Browser Tab option to keep the HUD accessible while working in other areas of Vanillasoft, especially during high call volumes.

  • Create HUD Groups to organize agents by team, shift, or department for more efficient monitoring.

  • Take advantage of Account Group Filtering to quickly locate agents in larger teams or multi-department organizations.

  • Use presence icons to quickly identify agent availability without needing to open individual profiles.

  • Switch between List View and Tile View based on your screen size and team size to optimize visibility.

  • Regularly review HUD permissions to ensure only authorized supervisors have access to monitoring and call management features.

The VoIP HUD provides supervisors with a powerful, centralized interface for monitoring agent activity and managing call transfers in real time. For additional support or questions about the HUD, contact Vanillasoft Support.

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