What You Will Learn
Call Center
Call Center capabilities are an add-on to the core unified communications service. When logging into the portal, the Call Center menu option is present on the left hand navigation bar if you have purchased the Call Center service.
Call Center Dashboard
Call Center Dashboard is a reporting tool that visualizes and summarizes key call center metrics and parameters. The Call Center dashboard tracks and highlights all of the configured Call Centers on the account, presenting summaries for Queues, Inbound, Abandoned, Waiting, and Average Queue Wait Times.
Agent Status
An Agent represents a person. The Agent can then be assigned one or more phones or phone registrations. This allows you to have an Agent receive more than one call, or to receive calls on different devices.
To view the list of agents, navigate to Feature > Call Center > Agent Status.
Max No Answer (Number of Times 0=disabled)
If the agent fails to answer calls this number of times, his status is changed to On Break automatically.
Wrap-Up Time (Seconds 0=disabled)
The amount of time to wait before putting the agent back in the available queue to receive another call, to allow her to complete notes or other tasks.
Reject Delay Time (Seconds)
If the agent presses the reject button on her phone, wait this defined time amount before trying again.
Busy Delay Time (Seconds)
If the agent is on Do Not Disturb, wait this defined time before trying him again.
No Answer Delay Time (Seconds 0=disabled)
If the agent does not answer the call, wait this defined time before trying him again
Configure an Agent
To configure an agent and determine what features and capabilities the agent may do, select the appropriate choice from the dropdown menu that appears beside each agent.
Queue Status
A queue represents a calling strategy. For example, you may have all the agents ring at the same time (ring-all) or have them ring sequentially or in a round robin. When a call comes in, you have the option of announcing the caller’s location, allowing an escape to voicemail, or displaying specific information on your phone. Inside the Call Center Queue, call recording must be enabled. Any call routed to the Call Center will not be recorded if call recording is disabled in the Queue.
The call center panel’s list queue provides you real time information on the status of your call and any associated queues.
To view the list of queues:
- Navigate to Feature > Call Center > Queue Status.
- From the drop-down menu, choose a queue. The queue’s current status will be displayed.
Routes Status
A route assigns a queue to an extension. For example, you may assign the sales queue to extension 2. You also have options to route to more than one queue, or to a standard call route or voicemail extension. Routes are also time and date based. Please select routes and help for details on options and setup.
To view the status of a route, navigate to Feature > Call Center > Routes Status and select a queue from the dropdown.
Tier Status
A Tier defines how Agents are connected to Queues. For example, you may have Agents Mary, Sue and John tied to the Sales Queue. In addition, the Tier allows you to prioritize some Agents over others in a ring-all group. For instance, you want to call Mary and Sue first, then have John call after 30 seconds of the phone ringing.
To view status of a Tier, navigate to Feature > Call Center > Tier Status and select a queue from the dropdown.
Call Center Setup
When setting up a Call Center or modifying an existing Call Center, five elements must be configured. Each element is important to be properly set up for the Call Center to function properly.
To setup a Call Center, navigate to Feature > Call Center > Setup and select a queue from the dropdown.
- Extension
- Queues
- Agents
- Tiers
- Routes
Extension
An extension is an routing telephone number (internal extension or full 10 digit telephone number) that denotes what inbound number serves as the base of the Call Center. Every Call Center must have a base extension. It is how a Call Center is managed. To select an extension, navigate to Call Center > Setup and select it from the Extension dropdown menu.
Queues
To configure Queues, navigate to Feature > Call Center > Setup > Queues.
Add a new Queues
- Click the +Add Queue button on the top left corner of the window. A new window will appear. Please note that important smart defaults are prefilled in those parameters.
- Enter the required information in the following fields:
- Input name, details, keys, and strategies.
- Add Exit Keys (numbers only)
- Choose option to Skip Route if all agents are busy. Include max wait time with no agent reached.
- Tick option to record, play, or announce caller position and for how long.
- Decide on a time-based score, whether you use Queueing or System.
- Tick box if you wish to announce call and choose if you want Prefix Queue Name To Caller Id Name or Prefix Caller Id Name.
- Decide if you wish for an Abandoned Resume Allowed and Discard Abandon After.
- Display status
- Check between Tier Rules Apply, Tier Rule Wait Seconds, Tier Rule Wait Multiply Level, or. Tier Rule No Agent No Wait.
- Click Save
Edit or Delete an existing Queues
You may also modify or delete a Queues by selecting it and clicking the edit or delete icon next to it.
Agents
To configure agents, navigate to Feature > Call Center > Setup > Agents.
Add a new agents
- Click the +Add Agent button on the top right corner. A new window will appear.
- Enter the required information in the following fields:
- Set agent’s name.
- Add Outbound Caller Id Number.
- Manage and set time for:
- Call Timeout
- Max No Answer (Number of Times 0=disabled)
- Wrap Up Time (Seconds 0=disabled)
- Reject Delay Time (Seconds 0=disabled)
- Busy Delay Time (Seconds)
- No Answer Delay Time (Seconds 0=disabled)
- List VoIP Phone, Extension Number, or Phone Number of agent.
- Click Save
Edit or Delete an existing Agent
You may also modify or delete a agent by selecting it and clicking the edit or delete icon next to it.
Tiers
To configure Tier details:
- Navigate to Feature > Call Center > Tiers.
- Select a Queue from the dropdown list. A new window will appear.
- Click Save
Add a new Tiers
- Click the +Add Tier button on the top left corner of the window. A new window will appear.
- Enter the required information in the fields provided.
- Click Save
