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Uniconnect Edge Overview

Welcome to Uniconnect Edge, a performance-focused softphone for high‑velocity contact center teams and a core component of the broader Uniconnect Enterprise platform (Auto Dialer, CRM, Softphone, Advanced Reporting). This page consolidates core concepts, capabilities and usage patterns migrated from the legacy manual.

Key Capabilities​

  • Inbound & outbound call handling
  • Multiple transfer modes (blind, attended, consult)
  • Conferencing & call merge
  • Multi-mode UI (full / docked / minimized)
  • Auto answer & presence status
  • Multi-account switching
  • Keyboard shortcuts
  • 2FA & security controls
  • DTMF support (IVR / secure input)

System Requirements​

Requires Windows 10+ and .NET Desktop Runtime. Recommended: 2 GB RAM, stable broadband, headset.

Installation (Summary)​

  1. Download from Microsoft Store.
  2. Launch installer and complete setup.
  3. Open the app from Start Menu.

For detailed deployment steps, see future dedicated Installation page (TODO).

Getting Started​

  1. Launch Edge and enter your Uniconnect Enterprise URL.
  2. Authenticate with username / password (and 2FA if enabled).
  3. Set your availability state (Ready / Busy / Offline).
  4. Use the dial pad or recent list to place or answer calls.

Call Scenarios​

  • Inbound
  • Outbound
  • New consult call during active session
  • Blind transfer
  • Attended transfer / consult then transfer
  • Conference (add participant or merge calls)

Detailed Call Handling Flows (Expanded)​

These procedural steps were migrated from the legacy manual for completeness.

Receiving Inbound Calls​

  1. Notification shows caller name/number (ring via selected device).
  2. Click Answer (or auto‑answer triggers if enabled).
  3. Use in‑call controls: Mute, Hold, Transfer, Merge, Keypad (DTMF), Notes.
  4. Click End Call; if wrap‑up is configured a summary / disposition step appears.

Placing Outbound Calls​

  1. Open Dial Pad or choose a recent/contact.
  2. Enter number / select contact.
  3. Press Call; status: Dialing → In Call.
  4. Use standard controls; end with End Call (wrap‑up if enabled).

New Consult Call (Parallel)​

  1. While on a live call open dial pad again to start a second call (first auto‑holds).
  2. Toggle between legs for context sharing.
  3. Transfer, merge to conference, or terminate one leg as needed.

Blind Transfer​

  1. Click Transfer.
  2. Enter destination extension / number.
  3. Confirm; you disconnect immediately.

Attended (Consult) Transfer​

  1. Start a New Call to target while original is on hold.
  2. Provide context / confirm availability.
  3. Complete transfer (you disconnect) or choose Merge to create a conference.

Conference Creation​

Method A: Add participant, dial, auto‑merge on answer. Method B: Maintain two legs then Merge.

Auto Answer​

Enable in Settings → Call Settings. Automatically accepts inbound calls after a short delay—useful for high‑throughput queues or hands‑free workflows.

Core Call Controls​

  • Mute / Unmute
  • Hold / Resume
  • Transfer (blind / attended)
  • Merge to conference
  • DTMF keypad

Productivity Features​

  • Dock Mode keeps controls persistent
  • Minimized Mode for passive monitoring
  • Keyboard shortcuts reduce pointer dependency
  • Multi-mode UI approach reduces visual load during multitasking

Security & Compliance​

  • Two-Factor Authentication (2FA)
  • Event / action logging
  • Data protection via role-based capability exposure
  • DTMF masking for sensitive inputs (where configured)

Benefits Snapshot​

BenefitDescription
PerformanceStreamlined UI lowers handling friction.
FlexibilityTransfer & conferencing adapt to complex flows.
CollaborationFast merge & add promotes expert inclusion.
Security2FA and logging preserve integrity & compliance.
AccessibilityDock/minimized modes support multitasking.

Use Cases​

ScenarioValue Proposition
Contact Center OperationsReduce handling time with rapid transfer / merge flows.
Remote AgentsSecure access (2FA) plus minimized mode for multitasking.
Multi‑Client HandlingMulti‑account (planned) streamlines context switching.
Collaborative EscalationConsult + Merge enables seamless expert inclusion.
Secure IVR InputDTMF masking protects sensitive data.

Contact & Support​

  • For installation issues see: Troubleshooting page.
  • Provide timestamp, caller/callee numbers, feature steps and (when available) exported logs for escalations.
  • Support escalation path will align with enterprise support SLAs (placeholder).

Download​

Microsoft Store Listing

Detailed Sections​

This overview links out to deeper operational documents:

  • Call Management
  • Transfers & Conferencing
  • Security & Compliance
  • Productivity Modes
  • Troubleshooting

This page was migrated from the legacy intro.md manual on 2025-10-08.

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