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Transfer a call – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 Transfer a call 1. Transfer a call The Complete Transfer button completes an inquiry transfer that you previously initiated. It’s only enabled when your device has a call on hold plus an answered consultation call in … Read More
Answer a call- Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 a call 1. Answer a call The answer alerting call option answers the call currently ringing at your associated endpoint. This action is only supported on Poly endpoints configured without the Shared Call Appearance feature. … Read More
Place a call – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 a call 1. Place a call To place a call: Within the report toolbar, click the new call icon. Enter the phone number or select a user from the list. Note: On most PBX-based telephone … Read More
Set your ACD state – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 Set your ACD state 1. Set your ACD state You can view or change your ACD state by following these steps: Within the report toolbar, click the agent controls icon. Select Set Status and choose one … Read More
Sign in and out of groups (call queues) – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 and out of groups (call queues) 1. Sign in and out of groups (call queues) Signing in to the application doesn’t automatically sign you in to your groups. Sign in or out of groups … Read More
Call Control – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 1. Call control 2. Menu options 3. Endpoint location 1. Call control You can perform call control actions directly from certain real-time reports. Depending on the action, it applies either to your own assigned endpoint or … Read More
Analytics overview – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 1. Account settings 2. Navigate Reporting 3. Report types 4. Call Journey 1. Account settings Click your profile icon to access account options and settings. Notifications – Manage your system settings and preferences. Start User Education … Read More
Sign in to call center agent reporting – Agent – Enhanced Call Center Reporting
Home|Home|callWhat 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 Sign in to call center agent reporting 1. Introduction Reporting provides powerful insights into calls and interactions. It turns real-time and historical call data into clear, actionable metrics, helping you better understand performance, identify trends, … Read More
Administrators Portal – Odin – Override a user’s caller ID for outbound calls
Home|Home|callMENU Introduction Override a user’s caller ID Introduction A user’s default caller ID can be overridden with a number from their designated number pool. This determines which number recipients see when the user places off-network outbound calls. For example, an extension-only user who would normally display the group’s caller ID on off-net calls can instead show a more appropriate number. … Read More