Home | Business Apps | Page 17 What you need to know: Click the Settings link at the top right-hand side of the main page to configure various aspects of the Call Center application. MENU Introduction 1. General 2. Application 3. Services 4. Plug-Ins 5. Report 6. About Introduction Click the Settings link at the top right-hand side of the … Read More
Introduction to ProConnect Call Center Supervisor
Home | Business Apps | Page 17 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 Introduction 1. Getting Started 2. Explore Workspace 3. Logo Pane 4. Call Console 5. Contacts Panel 6. Queued Calls Panel 7. Supervisor Dashboard 8. Call States and Actions Introduction … Read More
Agent Reports
Home | Business Apps | Page 17 What you need to know: Call Center provides reporting functions to agents. Reporting provides Call Center agents historical information about their call center performance which allows them to know their statistical performance as a call center agent. Agents can only generate reports about their own activity. MENU 1. Running Reports 1. Running Reports … Read More
Managing Calls – Agent
Home | Business Apps | Page 17 What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started 1. Placing, Answer and End Calls 2. Hold or Resume 3. Transfer Calls 4. Manage Conference Calls 5. Escalate Calls Getting Started This section describes the operations you can perform to make … Read More
Managing Contacts – Agent
Home | Business Apps | Page 17 What you need to know: This article provides details on the Call Center Agent related topics shown on left navigation. MENU 1. View Contacts 2. Organize Contacts 3. Search for Contacts 4. Manage Personal Contacts and Speed Dials 1. View Contacts Call Center allows you to select directories to display in the Contacts … Read More
Monitoring Supervisors
Home | Business Apps | Page 17 What you need to know: This article provides details on the Call Center Agent related topics shown on left navigation. MENU 1. Select Supervisors to Monitor 2. Escalating calls to supervisors 1. Select Supervisors to Monitor The System allows you to monitor the phone state of selected supervisors (up to 50). This is … Read More
Call Center Settings
Home | Business Apps | Page 17 What you need to know: Click the Settings link at the top right-hand side of the main page to configure various aspects of the Call Center application. To return to the main interface, click the Back To Application link. MENU 1. General 2. Application 3. Services 4. Plug-Ins 5. Report 6. About Introduction … Read More
Managing Contacts
Home | Business Apps | Page 17 What you need to know: The Receptionist Console is a web-based tool that runs in a separate browser. It’s supported by Internet Explorer, Mozilla Firefox, and Safari. It combines your telephone handset with a desktop interface that makes it easy for you to direct calls to staff, wherever they are. MENU 1. Dynamic … Read More
Calling Features
Home | Business Apps | Page 17 What you need to know: The Receptionist Console is a web-based tool that runs in a separate browser. It’s supported by Internet Explorer, Mozilla Firefox, and Safari. It combines your telephone handset with a desktop interface that makes it easy for you to direct calls to staff, wherever they are. MENU 1. Call … Read More
Understanding Call Queues
Home | Business Apps | Page 17 What you need to know: The Receptionist Console is a web-based tool that runs in a separate browser. It’s supported by Internet Explorer, Mozilla Firefox, and Safari. It combines your telephone handset with a desktop interface that makes it easy for you to direct calls to staff, wherever they are. MENU Introduction 1. … Read More