FrontStage offers a fully customizable contact center solution. This could be a simple setup and view or a complex personally configured system. What you have will be dependent on what needs the business has. There are add-ons to FrontStage that provide many solutions.

Logging in

Once FrontStage is installed, a link will be given to enable login. Clicking on the link will open a window asking for Microsoft 365 credentials, these will be used to verify identity. Once this is verified the web application will open and be ready for use.

Agent View

1 – Home screenMain view the agent has when logging in. Calls can be: Made, taken and scheduled from this screen
2 – CallsA view of all inbound and outbound calls in the agents workgroup
3 – EmailGives a list of all queue messages in the agents workgroup and all messages in the agents workgroup
4 – ChatLists all active chats and all chats in the agents workgroup
5 – VoicemailVoicemail queue and all received voicemails in the workgroup
6 – KBKnowledge Base, agents can fine useful web links, FAQ’s and other knowledgeable documents in here to assist them on calls
7 – ContactsList of customer contacts
8 – TicketsList of customer tickets, showing the status for each
9 – Dialed numberThe number that the agent has dialed, numbers can be typed into here
10 – WorkgroupThis shows the name of the workgroup the agent is working in
11 – Calls DataIn here the agent can update the data from a call or select actions for the current call
12 – Chat DataAgents chats appear in this box
13 – Dial PadUse to input the number of the person to call
14 – StatisticsList of agents in the same workgroup, their status and activity
15 – Schedule A CallIf a customer requests a callback or you have a campaign then the agent can schedule a call to happen on a set date and time, an agent can be directly selected to make the call.
16 – StatusAvailability status of the agent
17 – Personal SettingsLanguage and layout theme prefrences
18 – Customers WaitingCurrent amount of call in queue
19 – Longest Waiting TimeShows the time the longest call has been in the queue
20 – Call Queue statisticsLists workgroups the agent is associated with and their current statistics
21 – Chat Queue StatisticsLists the chat workgroups and their statistics
22 – Agent StatisticsGives an easy view of the agents statistics for the day

Availability Status

An agent in a Ready status can deal with Calls, Chats, Emails and Tickets, some companies may decide to have a status that combines all of these or they could have many Ready statuses giving options to one or more of those choices.

Distribution Conditions

Calls are sorted by the distribution conditions that are set on the system.
When a call comes in the system will look for the following:

  • Available Agent (ready status)
  • Appropriate Project Skills
  • Appropriate Language skills

Any agent fitting the above criteria who has been in an idle state for the longest will get the call.


1 – All Queue Messages In My WorkgroupShows a list of all emails in the workgroup queue
2 – All Messages In My WorkgroupLists all messages in the workgroup
3 – DirectionShows if the email is inbound or outbound
4 – AttachmentA paperclip shows the mail has an attachment
5 – TimeTime and date mail was sent/received
6 – Remote AddressThis is extracted from the email address string
7 – SubjectSubject of mail
8 – ToEmail address it is sent to
9 – Stateshows the current status of the mail
10 – AgentShows who is dealing with the mail
11 – WorkgroupTells the agent what workgroup the mail has come in for
12 – ContactIf the email is from a known customer this will populate
13 – Body FieldGives a small amount of text from the mail as a preview
14 – PhaseAllows the agent to see if the mail has been accepted, closed, sent or read
15 – New EmailClicking on here will allow the agent to compose a new email

Open and View

An agent can open an email by clicking on the direction icon for that mail or the subject field.

Message Editor

1 – InformationGives the above view
2 – HistoryChanges the left side to show any old contact information
3 – ContactWill either have the information or the agent can add the contact in here by clicking on the + in the red box
4 – NotesShows any notes on the contact
5 – IssueAllows logging. linking, unlinking and allows the agent to open the issue in an editor window
6 – AcceptBefore the agent can respond to a message or correct the data to return it to a queue they have to accept the email
7 – Go to OriginalWill open the original email in the chain
8 – Save changes/ Save changes and Close WindowAs expected
9 – SettingsOptions on the email address suggestions search, maximum number of suggestions, suggestions based on previous contact and options on opening related communications
10 – Form ErrorsAny errors in the form will be flagged by a warning triangle and a number. hold the mouse pointer over for details
11 – InformationThese are just information buttons they have no function
12 – AgentName of the agent who is working on the email, option to select another agent and return to queueMetadata can be changed
13 – WorkgroupName of the workgroup the agent is in, option to change the workgroup and return to queueMetadata can be changed
14 – LanguageLanguage the email is in, this can be changed and added back to the queueMetadata can be changed
15 – PrioritySet a priority for the email to be dealt with
16 – CampaignThe campaign associated to the email, this can be changed and put back into a queueMetadata can be changed
17 – Time and CommunicationShows the dates and times of the last communication along with a preview of the subject
18 – FromTells the agent who sent the email
19 – ToThe agent can choose who the email sends out to
20 – MessageThe reply or email the agent is sending, below would be any previous emails.

Some options hold Metadata these can be altered by the agent to allow the email to go into another queue that would be better suited to the request/message or, to a specific agent.
To change the Metadata and return the email to queue, the agent needs to read the mail and then decide on the correct workgroup or agent for the email. Now they change the Metadata and return the message to the queue.


This feature works much the same as the Email. Click on the Chat button on the top menu, this will open the list of messages. An agent can only receive chats and not create them.

When a new chat comes in it will populate the chat list, when the agent clicks on the message the bar will go from red to orange and a chat window will open.

Clicking this opens a widow for the chat session:

1 – InformationShows the information on the chat
2 – HistoryGives a view of any previous chats from this person
3 – ContactDetails of the contact, allows the agent to add the data if it is not already in the system
4 – NotesAny notes associated to the contact will appear in here
5 – IssueAgent can log an issue as with email
6 – Return To DistributionAllows the agent to choose another agent, workgroup or language and return the chat to the queue
7 – FinishWhen the chat is completed the agent can click this to close the chat
8 – Save Changes/Save and CloseEither save changes or save changes and close
9 – SettingsConversation view setting options
10 – Settings Shortcut settings
11 – Form IssuesHighlights any issues with the chat, refer to the email section for more details
12 – InformationThese are just information buttons they have no function
13 – AgentThis section contains the metadata information, the agent can change the agent, workgroup or language in here and return to the queue
14 – Chat DetailsDetails the person using chat has input, with a time and date below
15 – Remote party detailsName and email address of the person in the chat with the access method and the agents workplace
16 – Reply to chatType replies in here for the chat session


When an agent is logged in and in the Ready state calls will begin to come through if the agent meets the conditions or is selected as a direct agent. If the agent is selected as a direct agent and is not in a Ready state the call will not go to another agent it will remain in the queue.

Incoming calls will show on the call bar in the main screen.

Normally there is a set time for the call to ring to the agent, this is usually set at around 20 seconds. After this limit the call would be marked as a missed call for the agent and FrontStage will attempt to deliver the call to another agent that matches the conditions. If no other agent is found then the call will continue to ring the first agents workplace.

1 – Dial NumberType in the number to dial
2 – Hang UpUse this to end the call
3 – HoldPlace the call on hold
4 – DialClick to dial the number
5 – TransferUse to transfer the call using consultative transfer
6 – Direct TransferTransfer the call direct to another agent
7 – Hang up split callHangs up the consultative call and put you back on the call with the customer, used when the person you have tried to consult is busy or unavailable

Call Transfers

Call transfers can be made in different ways.

  • A Project Transfer
  • Consultative Transfer
  • Non consultative Transfer

If an agent is in a call and they realize the customer has come to the wrong project or has chosen the wrong language, etc. then they can transfer the call. The agent will change the metadata and return the call to the queue, from this point FrontStage will try to find another matching agent that meets the conditions.
Agents can also choose to transfer the call to a fellow agent rather than placing it back in the general queue.

A call can also be transferred keeping the recorded Meta Data by using the “Update Data” Button.

When an agent is in a call and clicks on here a drop down menu will appear. They can then choose where the calls goes and the recording will continue.

The above image shows the metadata the agent can change.

Consultative Transfer

If preferred an agent can initiate a consultative transfer, this is where the customers call will be placed on hold (the customer will not hear any of the call just the hold music until they are either transferred or returned to the agent) and the agent will ring through to the person and ask if they can take the call. If they can, the agent transfers the call and goes back into a ready state. If the call is rejected the agent will hang up the split call and be back on the call with the customer.
To begin a consultative transfer the agent should dial the number of the person they need and click on the transfer button. The call is transferred by clicking the arrow in the blue box.

Non-Consultative Call Transfer

Also known as an unassisted transfer or one-step transfer. To do this an agent will dial the number of the person they wish to transfer to and then click on the arrow in the blue box. This will transfer the call and place the agent back into a ready status.

Scheduling a Callback

A callback can be scheduled from a call or chat. This is helpful if the customer is busy but has time later in the day or week. The call can be scheduled from the call by clicking on the back facing arrow to the right of the number or, in the calls or chat section there is an option at the top to schedule a call. Both methods will open a new window with the options of agent, workgroup, language and priority. To the right of this is the place to add the number to call, display name, workgroup, date and time, duration or pick a schedule mode.

Outbound Calls

Within FrontStage an Outbound call is distinguished according to whether they are scheduled for a Campaign (These are referred to as Project Calls) or not related to any Campaigns (referred to as Private calls) The preferred method of making an outbound call is via a scheduled call. There are other ways an agent can make an outbound call, to make an outbound call an agent can type in a number and choose the campaign it relates to this is referred to as an Ad-Hoc Project Call. Lastly, an agent can just dial a number and not associate it to a campaign, this is then classed as a private call and wont be logged.

NOTE: A call within a Campaign is not referred to as a Campaign call but rather a Project call. This is due to each Campaign having specific projects set. This process allows the Campaign calls to be distributed to appropriate agents based on their Project Skills.

Call Wrap Up

When a call ends the agent will have a status that is usually referred to as “Completing Info” this is usually set for around 40 seconds although this can be altered.

This allows agents time to complete call handling activities such as, entering information in forms, external systems etc. Then it usually automatically switches the agent back to a “Ready” status.

NOTE: If this process requires more or less time then, this can be manually set by the supervisor in the administration.


Tickets can be associated to a call and a chat. These could be business related, or order or delivery related. The agent will fill in the details and can open a webform to provide more details.

Voice record, TTS, bookmarks

Simplified access to call recordings (playback and download), transcription and notes are made possible directly in FrontStage by inbound and outbound call editors. If a recording, its transcript of text (TTS), or notes is available, the below example is from a call log.

1 – RecordingOption to play a recording
2 – DownloadDownload the file of the recording
Updated on 6 December 2022

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