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

Benefit	Description
Performance	Streamlined UI lowers handling friction.
Flexibility	Transfer & conferencing adapt to complex flows.
Collaboration	Fast merge & add promotes expert inclusion.
Security	2FA and logging preserve integrity & compliance.
Accessibility	Dock/minimized modes support multitasking.

Use Cases

Scenario	Value Proposition
Contact Center Operations	Reduce handling time with rapid transfer / merge flows.
Remote Agents	Secure access (2FA) plus minimized mode for multitasking.
Multi‑Client Handling	Multi‑account (planned) streamlines context switching.
Collaborative Escalation	Consult + Merge enables seamless expert inclusion.
Secure IVR Input	DTMF 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.