Call offers from dispatch

When a dispatcher sends you a call, the browser extension shows a high-priority card, rings, and counts down; you accept, decline with a note, or chat, and a missed call asks you for a note before you carry on.

Last updated 18 days ago

When a caller is waiting and a dispatcher picks you, QuantumOps puts a card on the page you are looking at, plays a ring, and starts a countdown. You accept, decline or ask a question, and the dispatcher hears your answer within seconds. This page is for engineers who work in HaloPSA with the QuantumOps browser extension.

Before you start. Your organization must have call routing turned on, the extension (version 0.27 or later) must be installed and signed in, and your login must be linked to your HaloPSA agent; Setting up the extension covers the link. The browser must be open, because a card cannot reach a closed browser. You are offered calls only if your administrator included your role and team, and only while nothing rules you out; see When you are offered a call.

What reaches you

An offer reaches you in every way that applies at once, and all of them share one countdown:

A card at the top right of the page in front of you. It shows on HaloPSA and QuantumOps pages with no setup, and on any https page when Show alerts on every site is on in Options. It never shows on the extension's own pages or on pages the browser keeps closed to extensions. It is drawn in a sealed box that the page cannot read or press; Moments and alerts explains the same box for Moments.
A ring. It plays while the card is open, even when the page is in the background, and stops when you answer, silence it or the offer ends.
A banner at the top of the side panel, when the panel is open. It is the same card.
A desktop alert, when you turned on Desktop alerts in Options and no page can show the card, for example while you are in another application. It names the client, with VIP in front for a VIP client, what they need and who sent it. It never carries a phone number, because a locked screen can show it. In Chrome and Edge it has Accept and Open QuantumOps buttons and stays until you deal with it. In Firefox it has the title and the text only.

The countdown starts when the card appears on your screen, not when the dispatcher sent it, so a slow connection cannot use up your time. It is 30 seconds for a live call and two minutes for a callback by default; your administrator can change both. The clock is kept on the QuantumOps side, so a wrong clock on your computer changes nothing. If the card does not appear within a few seconds, the offer moves on to someone else and is recorded as did not reach you, which is not counted as a timeout.

What the card shows

The title is Incoming call when the caller is on hold, or Call back request when the caller was told someone will call back. Under it, From and the dispatcher's name, with their extension when it is known. Then, from the top:

The client's name, a VIP mark for a VIP client, and either via the white-label partner's name or Direct.
The caller's name and phone number, when the dispatcher entered them.
What they need, the line the dispatcher wrote.
Dispatch notes, when there are any. A long note shows its first lines and a Show more button.
Ticket, with the number, the summary and the priority, when the call is about a ticket.
A ring around the clock that empties as time runs out.

The card is text only.

What you can do

Button	What it does
Accept	Takes the call. For a live call the card says Name is transferring the caller to you, with your extension, and the dispatcher transfers the caller on their phone. For a callback it says You took this call back request. Call the caller back. If the call has a ticket nobody owns, you become its owner, unless your administrator turned that off. Open ticket appears so you can go to it.
Decline	Opens a small form: choose a reason from the list, write a note when your organization asks for one, and select Decline the call. The button stays off until the form is complete. The dispatcher who sent the call reads the reason and the note, and so do administrators and service desk managers, on the dispatch board as it happens and later in the call offer log; no other dispatcher does. The Agent Performance Hub shows administrators and service desk managers only a count for each decline reason, never a note. The call goes on to the next person or comes back to the dispatcher.
Chat	Lets you ask the dispatcher a question before you decide. Your first message gives you a little extra time when your administrator allows it. The dispatcher's answers appear in the same box.
Silence	Stops the ring for this offer. The card and the countdown stay.
×	Hides the card on this page. Hiding is not an answer: the countdown keeps running, the panel still shows the offer, and the ring stops.

If you do nothing, the offer ends at zero, the card says This call moved on: the time ran out., and the dispatcher's offer goes to someone else. If the browser blocks the ring, the card says so in a line under the buttons and keeps counting.

If a dispatcher takes the call back, the card closes and says Dispatch took this call back. or the reason they gave.

When you miss a call

A call that rings out, or one that did not reach you when your organization asks for a note about those too, leaves you owing a short note to the dispatcher who sent it. The card turns into a form that says You missed a call from Name at 14:05 for Acme. Tell Name why before you carry on. with an optional Choose what happened list and a box for the note. Select Send note. A note has a minimum length (five characters by default).

If you miss the card, or the page it was on is closed, the side panel does not let you carry on until the note is written: a dialog titled Before you carry on shows the same form, and shows the oldest first when several are owed. Your administrator may also have QuantumOps send you a private message in Slack or Teams about the missed offer, with no phone number in it, and a reminder card after a set time if the note is still owed. A note you owe never stops a new offer from reaching you; the new card comes first and the dialog returns afterward.

Choose how it sounds

Open the extension's Options (the gear in the panel's status bar). The section Call offers lists:

The built-in rings: Ring, Chime, Pulse, Urgent and Soft.
The sounds your organization added, marked as coming from your organization.
Your own sound, when your administrator allows uploads: Your own sound, MP3, WAV or OGG, up to 1 MB and 10 seconds, and up to three of them.
Volume. Your organization may keep the ring at a lowest level, and may or may not let you turn it off completely; the text under the slider says which.
Send a test ring, which plays the real ring for a few seconds so you can set the volume with the card closed.

When your administrator does not allow personal sounds, the section says Your organization chose the ring and still lets you play it and set the volume. Your choice follows you to any browser you sign in to. The first time a new sound rings, the extension is still downloading it and uses the usual ring; the next offer uses yours.

Your recent offers

The Missions tab has a Call offers section that is closed until you open it. It lists your last offers: who sent them, the client, what they needed, how it ended and how long you took to answer. See Missions tab.

When you are offered a call

QuantumOps offers a call to someone it can see is free. With the usual settings you are skipped while you are on the phone, in an appointment or at lunch, while your phone says do not disturb, when your shift is over, when you are on leave, when you have no signed-in extension open, and while you are already deciding another call. A dispatcher can still name you directly while you are at lunch or in an appointment after confirming it; nobody can send you a second call while you hold one. Your administrator can change any of these rules, and the number of offers anyone gets in ten minutes is limited, so that nobody is flooded. Who to try first shows what the dispatcher sees about you.

If a card or a ring does not come

You see or hear	Check
A dispatcher says they offered you a call and no card appeared	The browser was closed, the extension was signed out, or your login is not linked to a HaloPSA agent. The dispatcher sees Not connected to QuantumOps for you in the same cases.
The card shows, but there is no sound	The card names the reason. Check your volume, Silence, and the ring you chose under Call offers in Options. A tab the browser keeps muted can also hold sound back.
A card shows on HaloPSA but not on another site	Turn on Show alerts on every site in Options. The desktop alert covers what a page cannot.
The side panel asks for a note	You missed a call, and the note is owed to the dispatcher. Write it and select Send note.
Options has no Call offers section	The extension is older than 0.27, or the extension has not yet reached your QuantumOps server.

Who to try first, and sending a call: the dispatcher's side.
Moments and alerts: the Desktop alerts and Show alerts on every site switches.
Call tab: taking the call that a dispatcher may then send to you.
What each part of the extension needs: the browser permissions behind the ring and the alerts.

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