Admin Portal Call Center Configuration – Call Center Announcements

WONDEVELOPERAdministrators, Call Center Configuration, Help Topics

Home | Cisco 8841 – User Guide MENU Introduction Call Center Announcements represent the greetings and announcements that callers hear when they reach the call center. From the dropdown, there are five announcement types that to be configured for your Call Center – Entrance, Estimated Wait, Comfort, Music on Hold and Call Whisper. To access your Call Center Announcement settings, … Read More

Admin Portal Call Center Configuration – Call Center Settings

WONDEVELOPERAdministrators, Call Center Configuration, Help Topics

Home | Cisco 8841 – User Guide WHAT YOU NEED TO KNOW: Within the Call Center section of the Admin Portal, you can enable and modify several call center features. MENU Introduction This guide will take you through the steps for configuring the following settings. 1. Ring Pattern The Ring Pattern is the pattern incoming calls will ring to agents … Read More

Call Center Reports – Supervisor

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | ProConnect UC-One Desktop – Getting Started What you need to know: ProConnect Call Center provides reporting functions for supervisors to report on activity and performance of agents and call centers under their supervision. MENU Introduction ProConnect Call Center provides reporting functions for supervisors to report on activity and performance of agents and call centers under their supervision.  These … Read More

Managing Agents from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home What you need to know: This article covers how to manage agent’s ACD states, silently monitor agents calls. MENU 1. Select Agents to Monitor 2. Agent Phone and ACD States 3. View Agent’s Details 4. Change agent ACD state 5. Silently Monitor Agent’s Call 6. Pick Up Agent’s Ringing Call 1. Select Agents to Monitor You can use the … Read More

Managing Contacts from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | ProConnect UC-One Desktop – Getting Started What you need to know: This article provides details on several Call Center Supervisor related topics. MENU 1. View Contacts Call Center allows you to select directories to display in the Contacts pane, show or hide directory contents, and select the order of appearance for information in certain directories.   Show/Hide Directories … Read More

Managing Calls from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | ProConnect UC-One Desktop – Getting Started What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started This section describes the operations you can perform to make and manage calls.  Your current calls are displayed in the Call Console with the calls currently involved in a conference displayed … Read More

Managing Queued Calls

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | ProConnect UC-One Desktop – Getting Started What you need to know: This article provides details on Call Center Supervisor’s capabilities. MENU 1. Queued Calls Pane The Queued Calls Pane is used to monitor and manage queued calls. From the Edit Call Center Dialog options, you can select which queues you want to show in the panel, activate Night … Read More