Open your agent in the console and select Inbox.
The Inbox is the live call workspace. It shows active calls for the selected agent, streams transcripts, and gives operators manual transfer and hangup controls.
What the Inbox shows
The left side lists active calls.
For each call, the list can show:
- caller display name
- caller username or number
- call start time when available
Use the search box to filter active calls by display name or username.
Select a call to open its live transcript and controls.
Live transcript
When a call is selected, Leilani loads the existing transcript for that call and subscribes to new transcript segments.
Transcript bubbles are separated by speaker:
- caller messages appear on the left
- agent messages appear on the right
Segments can update while speech is still in progress. The transcript view scrolls as new segments arrive.
Transfer from the Inbox
Select Transfer to open the dialpad.
The dialpad lets an operator enter DTMF-style destination digits and send them as the transfer target for the active call.
Allowed keys:
0-9*#
Use this for manual operator-directed transfers when you know the exact destination.
For normal caller-directed routing, prefer the Directory and TEL Functions. Those encode transfer behavior in configuration instead of relying on an operator action.
Hang up
Select Hang Up to end the active call from the console.
Use this when:
- the caller asks to end the call
- an operator needs to stop a failed or stuck call
- the call should be terminated for operational or safety reasons
When a call ends, Leilani records elapsed time, deducts usage from the agent balance, removes the call from the active list, and sends a transcript email if the agent has a transcript recipient configured.
Registration status
The sidebar and Dashboard show the selected agent's SIP registration state:
- green when registration succeeded
- amber while registration is pending
- red when registration failed
Registration failures also appear as a banner at the top of the console.
If you restart an agent from Configuration or Dashboard, the console shows a restart status modal until registration succeeds or fails.
Operational guidance
- keep the Inbox open during supervised launches or high-risk workflows
- use manual transfer only when the target is known and appropriate
- prefer Directory or TEL Functions for repeated transfer workflows
- hang up only when the call should end immediately
- use Dashboard for registration, balance, and recent-call monitoring