Home | Business Apps | Call Center Agent – Enhanced Call Center Reporting What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Account Codes 1. Account Codes ACD Not-Available reason codes are short text values such as “001”, “Lunch”, “Vacation”, etc. Codes are usually manually … Read More

What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Answer Calls 1. Answer Calls The Answer Alerting Call option picks up the call currently alerting at your associated endpoint. The request may fail if the call is no longer alerting your extension device by the … Read More

What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Place Calls 1. Place Calls To place a call: Locate the Report Toolbar. Click the Outbound Call icon and enter the phone number or select a user from the list. If you want to specify an … Read More

What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU ACD State and Status 1. ACD State and Status To view or change your ACD state: Click the Agent Options button. Select Set Status and choose one of the following: Available- Indicates you are ready to … Read More

What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Sign In/Out of Groups (Call Queues) 1. Sign In/Out of Groups (Call Queues) When signing in to the application, you may not automatically be signed in to groups at every login and should sign in or … Read More

Home | Business Apps | Call Center Agent – Enhanced Call Center Reporting What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Your Endpoint Location 1. Your Endpoint Location If your administrator has configured your account to be associated with an appropriate endpoint location where … Read More

What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Device Location of Report Row 1. Device Location of Report Row Left-clicking a row in the reporting content of certain types of reports displays the pop-up call control menu. The call control menu can be used … Read More

What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Call Control 1. Call Control You can perform call control actions from within certain real-time reports. Call controls can be accessed at your assigned endpoint location or for the device location represented by a particular report … Read More