Home | Call Center MENU Introduction 1. Configure Call Recording Introduction The Call Recording service allows you to record calls you originate or receive. The service can be configured from the Odin portal. This guide is intended for administrators and end users to specify call recording behavior. Note: The system administrator can restrict your ability to configure Call Recording. When … Read More
ProConnect User Portal – Call Forwarding To Voicemail
Home | Call Center MENU Introduction 1. Call Forwarding to Voicemail Introduction Call forwarding is a phone management feature that helps you to redirect or forward incoming calls to an alternate number. It is commonly used to forward calls from an office phone to a user’s cell or home phone, or a colleague’s number. Call Forwarding to Voicemail forwards all … Read More
ProConnect User Portal – Meet Me Conferencing
Home | Call Center MENU 1. Meet-Me Conferencing 2. Configure the Meet-Me Conferencing Feature 1. Meet-Me Conferencing Meet-Me conferencing is a great way to connect multiple callers at different locations into the same live call as an alternative to face-to-face meetings. You can establish a conference number to be shared across multiple users within a group. When your conference bridge … Read More
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Texting for ProConnect with Teams
Home | Call Center What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Teams. MENU Introduction 1. Overview of Texting Using Teams 2. The Basics Introduction This document provides guidance for users to effectively utilize their Texting app within ProConnect with Teams. Note: Throughout this document, phone numbers may … Read More
Transfer Calls – Supervisor – 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 Transfer Calls 1. Transfer Calls 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 – Supervisor – 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 – Supervisor – 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. Click image for large view If … Read More
Change Agent ACD States – Supervisor – 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 Change Agent ACD States 1. Change Agent ACD States To view or change an agent’s ACD state: Hover over the agent’s name and left-click it. Click image for large view Select Set Status and choose one … Read More
Group and Queue Report – Supervisor – 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 Group and Queue Report Filter Queues 1. Group and Queue Report The group and queue report is part of the service level report category. To access the group and queue report: Expand the Reporting menu. Locate … Read More