Call Center Settings – Supervisor

Introduction

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.

NOTE: Do not use the internet browser’s Back button to return to the main interface.

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1.

General

You use the General tab to change date and time formats, plus the hoteling feature. The Hoteling/Flexible Seating Host setting allows a guest user of the application to sign in. See the Hoteling Article to learn more about how to use and configure this feature.

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2.

Application

The Application tab is used configure your settings for Agents and Supervisors. Options are displayed according to the Agent or Supervisor licenses assignment. 

2a. Call Center Memberships

This setting is only active if your Site Administrator has activated you as both a Supervisor and an Agent.

It allows you to select the call center queues you wish to join as an Agent.

• To join a call center queue, select the check box on the line for the call center.
• To join all queues, select the check box in the header.

NOTE: If you are not allowed to join/leave a queue, the line for the queue is dimmed and you can only view your join status in the queue. To change your join status in a queue, if you are not allowed to do it yourself, contact your administrator.

2b. Agent Policies

This setting is only active if your Site Administrator has activated you as both a Supervisor and an Agent.

You use agent policies settings to specify your post sign-in ACD state, post call ACD state, wrap-up timer, and outbound CLID:

• Post Sign-In ACD State – To configure your post sign-in ACD state, select a state from the Sign-In State drop-down list. Your ACD state is automatically set to the selected state when you sign in to Call Center.
  • If you selected Unavailable and unavailable codes are enabled for your organization, select an unavailable code from the drop-down menu.
• Post Call ACD State – To configure your post call ACD state, that is your ACD state upon completion of a call, select a state from the Post Call State
  • If you selected Unavailable and unavailable codes are enabled for your organization, select an unavailable code from the drop-down menu.
• In most cases, when you select Wrap-Up, you must also configure your wrap-up timer.
• Make outgoing calls as call center – Check this box to display a call center CLID instead of your phone number when you make a call.
• Outbound Caller ID – If you checked Make outgoing calls as call center, select the number to use from the drop-down menu.
• Set Wrap-Up Timer to – To set your post call wrap-up timer, check the Set Wrap-Up Timer to <mm:ss> for queues without a policy box and enter the time in minutes and seconds. Your ACD state automatically changes from Wrap-Up to Available after the specified period of time.

NOTE: Your post call wrap-up timer setting may be overridden if your administrator sets the timer to a smaller value in the Enterprise Portal.

2c. Barge-In & Monitor

The following options are only apply if the Directed Call Pickup with Barge-in and/or Call Center Monitoring services are assigned.

Use warning tone when:

• Barging In – When this option is set, the agent hears a warning tone when you barge in on their call.
• Monitoring – When this option is checked, the agent hears a warning tone when you start silently monitoring their call.

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3. Services

The Services tab is used to enable or disable the Do Not Disturb and/or Call Forwarding Always feature.

• Do Not Disturb – When you activate this service, you are not available to take calls, and all your calls are automatically sent to your voicemail.
• Call Forwarding Always – When you activate this service, you must provide the phone number to forward your calls to. When the service is active, all your calls are forwarded to the specified number.

To enable a service:

1. Select the service and check the Is Active The service is moved from the Inactive to Active category.
2. If you enabled the Call Forwarding Always service, in the Forward To box that appears, enter the number to forward your calls to.
3. To generate a ring splash for incoming calls, check the RingSplash
4. To save your changes, click Save.

4.

Plug-ins

You use the Plugins tab to configure the plug-in software used by Call Center to provide functionality such call notification, program shortcuts, and call log.

4a. Notification

These options control when and how call notifications are displayed. The options you can set are as follows:

• Focus window for incoming calls – When this option is checked and the browser window that is running Call Center is minimized, Call Center automatically restores the window on incoming calls.
  • This does not work in Firefox. In Internet Explorer, you must have only one tab open in the web browser running Call Center.
• Show notification for calls – When this option is checked, Call Center displays the Call Notification pop-up window on top of other applications’ windows when you receive a call. When you check this box, you need to select an option from the drop-down list to specify the condition under which notifications are displayed.
• This does not work if other tabs are open in the same web browser window as Call Center. In addition, if calls come within eight seconds of each other, the Call Notification pop-up window appears only for the first call of that series.

4b. Microsoft Outlook

The Microsoft Outlook options control Outlook integration with Call Center. They are only visible if Outlook integration is enabled in Call Center.

The options you can set are as follows:

• Enable/Disable Outlook Integration – This determines whether Call Center integrates with Outlook to provide you with access to your Outlook contacts. If Outlook integration is disabled, the corresponding desktop plug-in software components are not downloaded.
• Retrieve contacts from – This option allows you to specify where to look for your Outlook contacts.
• Use Outlook contacts as preferred CLID lookup – When this option is checked, Call Center uses Outlook to try to identify a caller, when the caller ID is unknown.

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5.

Report

You use the Report tab to configure values to be used as default input parameters for generating reports. If you do not provide any values, system defaults are used. You can change these values as required when generating reports from the Call Center Application.

5a. Default Thresholds

These settings allow you to configure the thresholds that are used by default when you generate reports that require you to provide thresholds. This is useful, if you often use the same threshold values. You can always change a default value, when required.

• Call Completion – This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds.
• Short Duration Call – This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds.
• Service Level – Defines in seconds how long it takes to answer calls. A call is said to be within a service level if it is answered within the provided time threshold and the percent (%) in service level is calculated as the number of calls answered within the provided threshold value divided by the number of answered calls.
• Abandoned Call - This counts the number of calls abandoned within a specified time threshold. Up to four thresholds can be specified, resulting in up to four different counts. Threshold: 1 through 7200 seconds

5b. Date and Time

The following settings allow you to configure day and time formats used in reports as well as the day of the week to start reports.

• Date Format – This setting allows you to select the format for displaying dates in reports. The format is used for all dates that are included in the generated report.
• Time Format – This setting allows you to select the format for displaying time in reports. The format is used for all times that are included in the generated report.
• Note that this setting does not impact the format of events durations, which are always reported in the “DD:HH:MM:SS” format in the generated reports.
• Default Start Day of Week – This setting applies to interval-based reports, when the selected sampling period is “Weekly”. It can be set to any day of the week.

5c. Default Service-level Calculations

The following settings allow you to configure default settings used to make service-level calculations.

• Include Overflow Time Transferred Calls – Check this box to include calls transferred due to time overflow in service-level calculations.
• Include All Other Transfers – Check this box to include calls transferred for other reasons that overflow in service-level calculations.
• Exclude Abandoned Calls – Check this box to exclude all abandoned calls from service-level calculations.
• Include all abandoned calls – Check this box to include all abandoned calls in service-level calculations.
• Include all abandoned calls except before entrancecompletes – Check this box to include calls abandoned after the entrance message has finished playing in service-level calculations.
• Include Abandoned Calls except in Defined Interval – Check this box to include calls abandoned after the time specified by the interval for abandoned calls parameter in service-level calculations.
  • Defined Interval for Abandoned Calls – If you checked Include Abandoned Calls except in Defined Interval, enter the desired interval in this text box in seconds. The Defined Interval for Abandoned Calls can be set to “1” through “7200” seconds.

6.

About

The About tab displays version, profile and disclaimer information about Call Center.

The following information is provided on this page:

• Version – This is the name and software version of BroadWorks Call Center client.
• Profile – This is the Call Center client profile used.
• Disclaimer – This is the Call Center copyright information.
• Diagnostics – Run Diagnostics test. For technical use only.