Call Center


Call Center configuration

Automatically process incoming calls received by a single phone number by distributing them to a group of users or agents. Includes enhanced features such as agent log in and log out, call queuing, and overflow control.

NOTE: There are three types of Call Centers (Basic, Standard and Premium). The following documentation is for premium which covers all the options available.


Initial Call Center page includes:

1. Ability to add a Call Center

Click on the plus ‘+’ icon to bring up a modal window to create a new auto attendant

2. Ability to search for a Call Center from the list.

3. Ability to modify an existing Call Center by clicking on any listed

4. Ability to activate and / or deactivate an existing Call Center

Click on the check box under the ‘active’ column to activate or deactivate a call center

Call Center Menu

The following configuration options are available for call center premium.

NOTE: Less options will be shown for call center standard and basic


Queue

View live queue statistics on agents

Advanced

Configure advanced settings for:

  • Queue Status Notifications

  • Distinctive Ringing

  • Queue Disposition Code Settings

  • Queue Disposition Codes

Agents

Configure the list of agents who may join this call center

Announcements

Load or modify the call center announcements

DNIS

Configure DNIS numbers for a call center

Profile

Display and configure profile information for this call center

Routing

Configure the different aspects of the Call Center Routing Policy services

Settings

Configure main settings of the call center

Statistics

View point-in-time statistics on agents in the call center

Supervisors

Configure the list of users who may supervise a call center

Thresholds

Configure key statistical call center thresholds and setup notification email.

Agent Report

View graphical statistics on agents

Premium Call Records

View detailed statistics for the entire call center

The following configurations can be made by a Provisioning level access only:

Assign Services

Assign additional services and features to the call center

Call Policies

Configure call policies for the call center

Configure Services

Configure additional assigned services

Utilities

View a list of feature access codes for the call center

Incoming Calling Plans

Configure incoming call plan for the call center