Manage Operator Panel
Last updated: 2026-07-12
The Operator Panel is a visual console inside the Dromlik web and desktop apps. It is built for anyone who handles a high volume of incoming calls — receptionists, team supervisors, and agent managers — and needs to see who is on a call, transfer callers with a drag-and-drop, park calls, or listen in on a conversation.
What the Operator Panel can do
From a single screen, an operator can:
- See every extension in an extension group and its current presence or call state.
- Pick up, hang up, redirect, transfer, or park calls on behalf of other users.
- Drag and drop a caller onto another extension to transfer instantly.
- Listen, whisper, or barge in on calls for coaching or support.
- Switch business-hours and holiday status, or toggle call recording for extensions.
- Route calls out of an IVR menu directly to a chosen destination.
Who can use the Operator Panel
Access is controlled through extension groups. Each member of an extension group can be assigned one of three user types:
- Manager — the group manager. Has every Operator Panel permission by default.
- User — a regular member of the group. Has no Operator Panel access by default.
- Custom — a member with a hand-picked set of permissions.
Permission reference
The table below shows which actions are available to each user type in the Operator Panel.
| Permission | Group Manager | Group User | Custom role |
|---|---|---|---|
| Switch group members' presence | ✓ | ✓ | Configurable |
| Call distribution — redirect, transfer, drag-and-drop | ✓ | ✓ | Configurable |
| Pick up or hang up other extensions' calls | ✓ | ✓ | Configurable |
| Call monitoring — listen, whisper, barge-in | ✓ | ✓ | Configurable |
| Call parking — park and retrieve calls | ✓ | ✓ | Configurable |
| Route calls directly out of an IVR | ✓ | ✓ | Configurable |
| Switch business hours and holiday status | ✓ | ✗ | Configurable |
| Switch extensions' call recording status | ✓ | ✗ | Configurable |
How to assign a user type
- Go to Extension Group in the Dromlik admin console.
- Open the extension group whose members need Operator Panel access.
- Find the member and change their User Type to Manager, User, or Custom.
- If you choose Custom, select the exact permissions the member should have.
- Save the group. The change takes effect the next time the member opens the Dromlik app.
Security notes
- Only give call-monitoring permissions to people who genuinely need them, such as supervisors or trainers.
- Custom roles let you grant just the right level of control — for example, allowing a receptionist to transfer calls without letting them toggle recording.
- If a user cannot see the Operator Panel tab in the Dromlik app, check that they belong to an extension group and that their user type grants Operator Panel access.