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WHAT YOU NEED TO KNOW:
The Call Center feature is used to route inbound calls to available users (agents) based on configured call routing policies.
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Introduction
The Call Center feature includes Call Queueing, which temporarily holds calls in the cloud when all users assigned to receive calls from the queue are unavailable. Queued calls are routed to an available user when he or she is no longer on an active call.
As a Call Center administrator, the Consolidated Admin Portal enables you to self-sufficiently manage call center/call queue settings, modify call routing strategies, and assign call center supervisors and agents. This guide will take you through the steps for getting started with Call Center configuration.
1.
Sign In
To begin to modify your Call Center settings, follow these steps.
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- Sign in to the Admin Portal at the following URL: https://voice.consolidated.net/auth/login/
- Enter your Username and Password that was emailed to you when you signed up for your service.
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- You will be routed to the Admin Portal Dashboard. From here, scroll down to the Call Center section. This is where you will modify and edit your Call Center settings.
2.
Modify Agents Assigned to a Call Center
To edit the agents who are assigned to your Call Center, follow these steps:
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- Select the Settings icon next to the Call Center you would like to modify.
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- Under Agents, you will see lists for Available Users and Assigned Users. The Available Users list contains people within your organization who are not currently members of the Call Center.
Note: Only users who have been assigned a Call Center agent license will appear either in the Available Users list or the Assigned Users list.
Adding Agents –
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- Select the individual from the Available Users list.
- Then, select the Add button. This will place them at the bottom of the Assigned Users list.
- To change the order of the Assigned Users, select the agent and then select either the Move Up or Move Down buttons.
Note: The order of agents is important especially when you have Regular or Circular selected as the Group Policy, which is the ring pattern for the Call Center.
Removing Agents –
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- Select the individual from the Assigned Users list.
- Then, select the Remove button.
- Once you have made your changes, select the Save button.
3.
Modify Supervisors Assigned to a Call Center
To edit the Supervisors who are assigned to your Call Center, follow these steps:
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- Select on the Settings icon.
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- Under Supervisors, you will see lists for Available Supervisors and Assigned Supervisors. The Available Supervisors list contains people within your organization who are not currently supervisors for this Call Center.
Note: Only users who have been assigned a Call Center supervisor license will appear either in the Available Supervisors list or the Assigned Supervisors list.
Adding Supervisors –
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- Select the individual from the Available Users list.
- Then, select the Add button. This will place them at the bottom of the Assigned Users list.
- Once you have made your changes, select the Save button.
Removing Supervisors –
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- Select the individual from the Assigned Supervisors list.
- Then, select the Remove button.
- Once you have made your changes, select the Save button.
4.
Modify the Name of a Call Center
To modify the name and calling line ID of your Call Center:
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- Select the Name field to extend your options to modify the name of the Call Center.
- In the CLID (Calling Line ID) field, enter how you would like the Call Center name to appear on the phone’s display of the Agent’s assigned to the Call Center when they are receiving a call.
- Once you have made your changes, select Save.
Note: It is required to populate at least one character in these fields. Try to keep the name short as longer names will not entirely show on the phone’s display.