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Uniconnect AI Edge FAQ

Find answers to common questions about the Uniconnect AI Edge Application.

What is Uniconnect AI Edge?​

Uniconnect AI Edge is a unified agent desktop application designed to streamline customer interactions and enhance agent productivity. It combines telephony controls, CRM data, and real-time performance metrics into a single desktop workspace.

Where can I download Uniconnect AI Edge?​

Uniconnect AI Edge is available as a freeware download from the Microsoft Store. Search for "Uniconnect AI Edge" to find and install the official application.

What are the prerequisites to use Uniconnect AI Edge?​

To use the application, the following must be ensured:

  • The Edge Module is enabled in the Uniconnect AI platform
  • The Telephony Module is enabled and configured
  • A supported telephony plugin (e.g., 3CX) is properly configured
  • The system meets the minimum requirements
  • A valid Uniconnect AI Server URL is configured

What are the minimum system requirements?​

  • Operating System: Windows 10 or later.
  • Runtime: Latest supported version of Microsoft .NET Desktop Runtime.
  • Network: Stable internet or internal network connection.
  • Hardware: A working headset with a microphone is highly recommended for call handling.

Are availability statuses synchronized with the Uniconnect AI platform?​

Yes. Any status change made in the Edge application is automatically updated in the Uniconnect AI platform.

How do I connect the app to my organization's data?​

When you first launch the application, you will be prompted for a Uniconnect AI Server URL. This URL connects the client application to your specific Uniconnect AI Customer Platform environment.

Can I log in using my telephony extension?​

Yes. Uniconnect AI Edge supports dual authentication methods. You can log in using either your registered Uniconnect AI Email/Password or your Telephony Extension/Password, depending on your organization's configuration.

How do I update the Uniconnect AI Edge application?​

Updates are not installed automatically. You must manually download and install updates from the Microsoft Store

What is "Dock Mode"?​

Dock Mode pins the Uniconnect AI Edge interface to the top of your screen as a compact bar. This allows you to maintain visibility of call controls, status, and important metrics while working in other full-screen applications.

How can I log out or exit the application?​

To log out: Right-click the Edge icon in the system tray and click Log Out To exit: Right-click the icon and click Exit

What is Auto-Answer and how does it work?​

Auto-Answer is a feature that automatically answers incoming calls without manual interaction.

  • It must be enabled in settings
  • It may work only in specific agent statuses (e.g., Available)

Is the application secure?​

Yes. Uniconnect AI Edge supports Multi-Factor Authentication (MFA) and secure communication with the platform.

Can I customize my dashboard?​

Yes. Dashboard widgets can be customized from the Uniconnect AI platform Edge dashboard module.

Can I search contacts from the dial pad?​

Yes. The dial pad includes a search functionality to quickly find contacts from the system.

What call management features are available?​

The application supports:

  • Blind Transfer
  • Attended Transfer
  • Conference Calls

Does the application work in real time?​

Yes. Uniconnect AI Edge provides real-time updates for calls, statuses, and dashboard data.

What makes Uniconnect AI Edge different from other softphone applications?​

Uniconnect AI Edge combines:

  • Telephony
  • CRM integration
  • Real-time dashboards
  • Workforce management

into a single unified interface.

What is the difference between Blind Transfer and Attended Transfer?​

  • Blind Transfer: Transfers the call immediately without notifying the receiver

  • Attended Transfer: Allows you to speak with the receiver before completing the transfer

Does the application store call records?​

Yes. Call details are stored and can be accessed through the call history section.

Can I filter or search call history?​

Yes. Call history can be searched or filtered based on available options.

Can I view all inbound, outbound and conference call records?​

Yes. Call history includes all incoming, outgoing and conference calls.

Can I view system updates inside the application?​

No. System updates should be installed from Microsoft Store.

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