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 Announced Transfer 1. Announced Transfer The Complete Transfer button completes a previously initiated inquiry transfer operation to a target device. The button is only shown enabled when your associated device has a call on hold, as … Read More
Answer Calls – 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 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
Place Calls – 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 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
ACD State and Status – 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 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
Sign In/Out of Groups (Call Queues) – 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 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
Your Endpoint Location- Agent – Enhanced Call Center Reporting
Home | call actions | Page 2 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 you usually make & receive calls, … Read More
Device Location of Report Row – 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 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
Call Control – 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 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
Reports Overview – 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 Reports Overview 1. Reports Overview Select the Reporting tab from the menu to view reports from your existing report library. Agents can only view reports, while supervisors can add, modify, copy, and delete reports. Deleted reports … Read More
Reporting
Home | call actions | Page 2 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU 1. Reporting on your Texting application 1. Reporting on your Texting application Access the Reports menu to review messaging activity. Click Reports. Click image for large view Select a Year and … Read More