Agent Toolbar
Overview
The toolbar is a discrete software module into which agents log in via their internet browser, and subsequently establish a telephone connection. Here is a video explaining the basic functionality:
1. Logging in
Navigate to your ipSCAPE URL & select agent toolbar
Enter your agent username & password & select Login

When you log in to the Agent Toolbar you will be presented with this screen:

Field | Description |
---|---|
Agent ID | Your ipSCAPE Agent identification number |
Connection Mode | Choose:
See below for specifics on how to use each of these |
Phone Number | Enter your deskphone, mobile or softphone extension number. Not applicable if Web Connect is selected. |
Connection Persistence | Choose:
|
Start | Press start to login |
Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)
Enter Username and Password
Press ‘Login’
You will now see three methods for how you receive calls, select ‘System calls Agent’
Tick the box for 'Connection Persistence'
Press ‘Start’ and you will be logged in
Your phone will now ring - answer the call (it is the system calling you to establish a connection)
Press ‘Un-Pause’ when you are ready to take customer calls
When a call comes through you will hear a beep and you will be connected to the customer
Your voice path will remain open for the duration of your login. If you hang up the phone by mistake the phone connection timer will turn red

Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)
Enter Username and Password
Press ‘Login’
You will now see three methods for how you receive calls, select ‘System calls Agent’
Untick the box for 'Connection Persistence'
Press ‘Start’ and you will be logged in
Press ‘Un-Pause’ when you are ready to take customer calls
When a call comes through your phone will ring
Dial the phone number provided by your administrator
You will be prompted to enter your 4 digit agent number followed by #
Then enter your 4 digit PIN number followed by # when prompted - your voice connection is now established
Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)
Enter your user name and password
Select 'Agent calls System'
Press ‘Start’ and you will be logged in
Press ‘Un-Pause’ when you are ready to take customer calls
When a call comes through you will hear a beep and you will be connected to the customer
Your voice path will remain open for the duration of your login. If you hang up the phone by mistake the phone connection timer will turn red

Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)
Enter Username and Password
Press ‘Login’
Select Web Connect from the Connection Mode
Tick the box for Connection Persistence and select Start
The Web Connect softphone will launch on a new browser tab
Your PC will ring and you will receive an Inbound Call notification in your browser
Select Answer
Your voice path is now connected and you can return to the Agent Toolbar
Press ‘Un-Pause’ when you are ready to take customer calls
When a call comes through you will hear a beep and you will be connected to the customer
The Web Connect softphone tab must be left open for the duration of the login. If closed the agent voice connectivity will be lost and indicated by a red timer on the agent toolbar. The Agent will need to log out and log in to restart Web Connect
Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)
Enter Username and Password
Press ‘Login’
Select Web Connect from the Connection Mode
Untick the box for Connection Persistence and select Start
The Web Connect softphone will launch on a new browser tab
Press ‘Un-Pause’ when you are ready to take customer calls
When you receive or make a call your PC will ring and you will receive a Call notification in your browser
Select Answer in the Web Connect tab or click once on the notification
The Web Connect softphone tab must be left open for the duration of the login. If the window is closed, the agent will need to log out and log back in to restart Web Connect.
Sign in to your softphone
Login to your Agent Toolbar
Navigate to: https://yourURL.ipscape.com.au/agenttoolbar (provided by your administrator)
Enter your username and password
Select ‘System calls Agent’
Enter your Bria extension number
Tick ‘Connection Persistence’
Press ‘Start’
The system will call on your softphone -
answer the call:
Your softphone will pop on your screen
Minimise it by selecting the orange button (top left)
After you have answered the call, the softphone session will remain open for the duration of your agent login
You will be logged in and in the Pause state (not ready to receive calls)
Select ‘Un-Pause’ to make yourself available to a receive call
Sign in to your softphone
Login to your Agent Toolbar
Navigate to: https://yourURL.ipscape.com.au/agenttoolbar (provided by your administrator)
Enter your username and password
Select ‘System calls Agent’
Enter your Bria extension number
Untick ‘Connection Persistence’
Press ‘Start’
Press ‘Un-Pause’ when you are ready to take customer calls
When a call comes through the system will call on your softphone -
answer the call:
Your softphone will pop on your screen
Minimise it by selecting the orange button (top left)
After you have answered the call, the softphone session will remain open until the call is terminated
2. Taking a Break

3. Logging out
Click on ‘Pause’ and select a reason
Hang up your desk phone
For Web Connect - Close the Web Connect softphone tab and select Leave
On the right side of the screen select logout click on your name and then ‘Logout’:
4. Taking Calls
Press Un-Pause to start taking calls
When a call is presented, you will either hear a beep on your headset or your desk phone will ring depending on how you are set up
A script will appear in the top half of the screen with details of the company greeting
Information about the call will appear in the bottom half of the screen which has 4 tabs Caller Info, Transfer Info, Notes, and Wrap Call
Click on the third tab to add Notes if required
When the call is finished click on the ‘Wrap Call’ tab and select a Wrap Code
Once the code is entered, click on ‘Close and Ready’ to take the next call or ‘Close and Pause’ if you are not ready
Your voice path will remain open for the duration of your login. If you hang up the phone by mistake the phone connection timer will turn red

This is a list of every function available for use on the toolbar. Your toolbar will have a subset of these functions, based on the responsibilities granted to you.
Feature | Description |
---|---|
Logo | The company brand is set to be displayed or not by the contact centre management. |
Show/Hide | Click on the arrow to hide or display the Toolbar. |
Availability | An agent icon indicates the agent's availability status. |
![]() | Agent is AVAILABLE |
![]() | Agent is BUSY |
![]() | Agent is AWAY |
![]() | Agent is on a MANUAL CALL |
![]() | You will receive a notification if you lose voice connection. The phone connection timer will also turn red: ![]() |
Time in status | This displays the duration since the agent's last status change. If the agent has not established a telephone connection to the contact centre then the status display is Red. |
Telephone Line 1 | Line 1 is the main external telephone line used to connect an agent with external contact. |
Telephone Line 2 | Line 2 is used for internal and third-party calls. |
Number in Queue | Display of all incoming contacts; voice, email and chat |
Number of calls | This is a passive display of the number of incoming voice calls that are in the queues to which you have been assigned. |
Number of emails | This is a passive display of the number of incoming emails that are in the queues for the campaigns to which you have been assigned. |
Number of chat requests | This is a passive display of the number of incoming chat requests that are in the queues for the campaigns to which you have been assigned. |
Dialled Number | You can use this number entry field to make a manual call when you are in the paused state. |
Pause/Unpause | This toggle allows you to enter or leave the paused state, and to record a Pause Reason. Pause Reasons are created in the Resources function in the Contact Centre workspace. |
Agent Call | This drop-down selection list allows you to call another agent. |
Call Back List | This is a passive display of the schedule of callbacks assigned to you. |
Lead Manager | Click on this button to open a display of leads associated with a particular campaign and select a lead to be your next contact. |
Logout | When your work period has ended, hover over the user name and select Logout. |
Change Agent Password | To change the password, hover over the user name and select Change Password. |
Email Search | This opens a list of campaign emails that you can search. |
5. Making Calls

To make an outbound call, change your status to pause
Enter the phone number in the phone text box and click on the phone icon
Select a campaign that this call should be part of from the drop-down menu (can be required, optional or forced)
Then click the green phone icon
The live voice connection controls appear below the Agent Toolbar.
Control | What this control does | What the agent sees |
---|---|---|
![]() | The Dial icon triggers a voice connection. | The image changes to the Hang Up icon. |
![]() | The Hang Up icon terminates the connection. | The image changes to the Dial icon. |
![]() | The Hold icon places the contact on hold and plays music on hold to the contact. | The image changes to the Resume icon. |
![]() | The Resume icon returns the contact to the connection. | The image changes to the Hold icon. |
![]() | The Stop Recording icon is visible if call recording is available | The image changes to the Start Recording icon. |
![]() | The Start Recording is visible:
| The image changes to the Stop Recording icon. |
6. Adding Notes to a Call
The Notes tab is one of four tabs that appear below the Agent Toolbar during the interaction. These tabs are:
Caller Info
Transfer Info
Notes
Wrap
Select the Notes tab.
Enter the text you wish to record against this interaction.
If you subsequently transfer the interaction to another agent, this note will be available to that agent.
7. Transferring Calls

To transfer a call, click on the ‘Transfer Info’ tab
Select Transfer Type:
An Agent - Only available agents who are in your team & service that campaign/queue will appear in the list
Convert to Outbound - Only available to agents that are assigned to an Outbound campaign. Can be used to convert an Inbound call to an Outbound campaign to update a lead
A Phone Number - Include the area code if dialing a landline
A Workflow – This allows you to transfer the customer to an existing workflow
Workflow - Agent Assist - Agent Assist allows you to transfer to a workflow & remain in the queue with the caller to announce the call to the next receiving agent
In the ‘Transfer Pool’ field enter number (with area code) or select from the drop-down
You can then use either the ‘Transfer’ or ‘Call’ button
Transfer – is a blind transfer, leaving you to wrap the call
Consult– is an assisted transfer where you put the caller on hold and speak to the person you are transferring to, you can then:
Transfer the caller and wrap the call
Conference in the Caller and remain on the line
Retrieve the call and speak to the Caller again
8. View Caller Info during Call
When you take a call, information about the caller will be displayed about the

Different information is displayed depending on the type of interaction. Please see details in the table below:
Field name | In | Out | Manual | Chat | Description | |
---|---|---|---|---|---|---|
Agent Interaction ID | ✔ | ✔ | ✔ |
| ✔ | The unique identifying number for the interaction |
Campaign | ✔ | ✔ | ✔ | ✔ | ✔ | The name of the campaign associated with the interaction, where known |
Customer CLI | ✔ |
|
|
|
| The CLI of the caller |
Date |
|
|
|
| ✔ | The timestamp (dd/mm/yyyy hh:mm:ss) when the email was received |
DNIS | ✔ |
|
|
|
| The number dialled by the caller |
From |
|
|
|
| ✔ | The sender's email address |
IVR Data | ✔ |
|
|
|
| This is the value of the Workflow Parameter set in the voice channel settings |
IVR Text | ✔ |
|
|
|
| This is the name of the Voice Channel set in the voice channel settings |
Last Attempt |
| ✔ |
|
|
| The timestamp (dd/mm/yyyy hh:mm:ss) recorded for the last attempt |
Last Outcome |
| ✔ |
|
|
| The wrap code that was applied to the last interaction or the dialler outcome for the last attempt |
Lead ID |
| ✔ |
|
|
| The unique identifying number for the lead being contacted |
Number Attempts |
| ✔ |
|
|
| The number of times the system has tried to connect with this lead |
Pre-chat survey fields |
|
|
| ✔ |
| The information submitted by the contact after completing the pre-chat survey |
Subject |
|
|
|
| ✔ | The subject of the email |
Time in queue | ✔ |
|
| ✔ |
| In a voice campaign, the duration (in minutes) between when the contact left the IVR and when the agent accepted the call In a chat campaign, the duration (in minutes) between when the contact submitted their pre-chat survey answers and when the agent started the chat session |
9. Create a Conference Call
During the interaction, you may need to include a colleague or supervisor in the interaction. To assist you, the Campaign Manager has created a list of possible transfer destinations.
Select the Transfer Info tab
Select the Transfer Type from the drop-down selection list in order to reduce the list of transfer destinations available for selection.
The choices are Phone, Agent, Workflow, or Extension.Select the Transfer Destination you wish to include in the conference call.
Click Call.
Note that Line 1 flashes orange while Line 2 is orange.
The Conference button is added to the Transfer Info tab.Converse with your colleague; meanwhile, the contact hears On-hold Music.
When you are ready to create the conference call, click Conference.
Note that Line 1 returns to orange and Line 2 returns to whiteSelect the hangup key & choose from terminate or leave. Leave removes you from the conference but leaves the remaining parties connected
10. Play an Announcement
During the interaction, you may be required to play a pre-recorded soundfile to the contact. To assist you, the campaign manager has made a list of soundfiles available.
Select the Announcement tab.
If no soundfiles have been assigned to the current campaign as announcements, the Announcement tab will not be visible on the Agent Toolbar.
Select the announcement from the drop-down selection list.
Click Play Announcement. When the soundfile finishes playing you will be able to resume your conversation with the contact.
11. Convert Inbound to Outbound
This feature is used to associate an Inbound call with an Outbound campaign. This is useful when the Outbound automatic dialler has dialled a lead but there was no answer, the lead has then called back on the number left by the dialler. This feature enables the Agent to move the call from the Inbound Campaign it arrived on to the Outbound campaign it should be associated with to give a true lead history.
This feature becomes available on an 'Inbound call' under the 'Transfer Info' tab which is the second tab on the Agent Toolbar during a live call:

Field Name | Value | Description |
---|---|---|
Select Transfer Type | Convert to Outbound | This enables you to transfer the call to an Outbound Campaign |
Transfer Destination | Name of Campaign you would like to transfer this Lead to | This will give you a list of Outbound Campaigns the Agent is on |
Lead Id Search | ID of the lead you would like to transfer this call to | When you select the Outbound Campaign in the previous field, the 'Lead Search' box will appear on the right of the screen giving you a list of Leads that match the phone number the caller dialled in on. To select a lead click the check box icon and the 'Lead Id Search' will populate If you would like to see more columns in the 'Lead Search' window you need to enable them. This is done by going to 'Activity Fields' and checking the 'Display in Lead Search' box |
Transfer | ![]() ![]() | Press the 'Transfer' button to move the call to the relevant lead |
12. Manage an Email Interaction
Queued emails are visible to any agent assigned to an email campaign.

Click on the Email Queue icon on the toolbar to open the next email in the queue. The email opens above the toolbar.
After reading the text of the email, you may care to check for previous interactions with this contact.Click on the Email Search icon on the top banner to open up an email search
Options for email processing
In the top bar, you can see the Reply icon and the Options icon
Click on to see all the options.
Icon | Action |
---|---|
![]() | Reply
|
![]() | Forward
|
![]() | Return to queue
|
![]() | Move to another campaign
|
![]() | Full screen
|
Wrapping an email interaction
Select the Wrap Call tab below the toolbar.
Choose an outcome from the drop-down list of available wrap codes.
If you are ready for a voice interaction, click on Close & Ready.
If you are not ready for a voice interaction or wish to respond to a chat request or email, click on Close & Pause.
13. Conduct a Chat Session
Chat is a feature available to you that allows you to respond to a chat request. Chat requests are visible to any agent assigned to a chat campaign.

Click the Chat icon on the toolbar. The Chat Panel opens above the Toolbar.
You can have up to five concurrent chat sessions, as specified in your agent profileIn the top bar, there are three icons: Chat, Agent, and Email
Click the Chat icon to restore a full-page display of all active chat sessions.
Click the Agent icon to open a display of messages
Click the Email icon to open a display of received emails
In the Chat Panel, there are three tabs: Contact, Templates, and History.
Click the Contact tab to display the results of any pre-chat survey questions.
Click the Templates tab to display a list of Chat Templates assigned to the current chat campaign as described below.
Click the History tab to see the details of any previous connections to this contact based on the details they provided (e.g. name and email address) in the pre-chat survey.
Click the Open Transcript icon to view transcripts of previous chat sessions. You can also search by email or interaction id.
For each active chat session, a tab with the contact's name is visible in the Chat Panel. Use these tabs to move between chat sessions.
Below the Toolbar, there are three tabs: Contact Info, Wrap Chat, and Transfer.
The Contact Info tells you any details known to the contact centre based on the details they provided (e.g. name and email address) in the pre-chat survey.
Wrap Chat provides the tools to assign a wrap code to the interaction
Using a chat template in a chat session
Chat templates are examples of boilerplate text that an agent will need to use regularly and therefore should not have to repeatedly type.
There are several ways that a template can be used within a chat session:
Using a snippet
The agent enters a colon followed by a text snippet followed by a space into the text entry box and the template text is substituted.
e.g. Full Company Name. The agent enters the snippet - :ACME which is converted to The ACME Corporation Pty Limited ACN 22 555 903 134Using the Add to Text icon
The agent searches for the text in the Templates tab and then clicks to add template text into the chat session where it can be modified to suit the session.Using the Send to Contact icon
The agent searches for the text in the Templates tab and then clicks to send the text as is to the contact.
14. Take Payment
When the ipSCAPE Pay feature is enabled agents will see a ‘Services’ tab in the Agent Toolbar:

When selected, you will be presented with the following screen:

You will continue to speak with the customer and assist with completing the details on this page:
Field | What you should do |
---|---|
Reference Number | Enter the reference number which identifies what the payment relates to. eg. the reference on the statement or on the letter. |
Credit Card | Ask the Customer to enter the Credit Card number for the payment The tone on the phone will be masked whilst the credit card number is being entered by the Customer. This is to prevent the numbers from being recognised whilst they are being pressed on the keypad. |
Reset Card | You can press this button if you want to reset the details that have been entered. This could be, for example, because the customer entered the wrong details or wants to use a different Credit Card |
Expiry Date | Ask the Customer for the expiry date on the credit card and enter it here |
CVV | Ask the Customer to enter the CVV number which can be found on the back of the Credit Card The tone on the phone will be masked whilst the Credit Card CVV number is being entered by the Customer |
Reset CVV | You can press this button if you want to reset the details that have been entered. This could be, for example, because the customer entered the wrong details |
Cardholder Name | Ask the Customer for the Cardholder name as it appears on the Credit Card and enter the details here |
Amount | Enter the amount to be processed |
Make a Payment | Click this button when all the above details have been correctly entered and you are ready to process the payment. Clicking on this button will send the request to the Merchant for processing. Payment sent for processing. |
What happens when you click on the "Make a Payment" button
One of 2 things will happen when you click on the "Make a Payment" button:
The payment successful - you will receive a confirmation in the following format:
The payment rejected - you will receive a confirmation in the following format:
You can now complete the payment by pressing the Complete Payment button and then Wrap the call.
Payment Confirmation
The details presented in the Payment Confirmation will differ for each transaction. The above is an example of what type of information will be returned, however, the actual values for each of the above 3 items will differ per transaction.