Admin Portal Call Center Configuration – Call Center Announcements

WONDEVELOPERAdministrators, Call Center Configuration, Help Topics

Home | Call Center MENU Getting Started 1. Entrance 2. Estimated Wait 3. Comfort 4. Music On Hold 5. Call Whisper 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, … Read More

Admin Portal Call Center Configuration – Call Center Settings

WONDEVELOPERAdministrators, Call Center Configuration, Help Topics

Home | Call Center WHAT YOU NEED TO KNOW: Within the Call Center section of the Admin Portal, you can enable and modify several call center features. MENU Getting Started 1. Ring Pattern 2. Overflow Action 3. Distinctive Ringing 4. Call Center DNIS Introduction This guide will take you through the steps for configuring the following settings. 1. Ring Pattern … Read More

Call Center Reports – Supervisor

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Call Center 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 1. Running Reports 2. Report Parameters 3. Schedule Reports 4. Manage Scheduled Reports Introduction ProConnect Call Center provides reporting functions for supervisors to report on activity and … Read More

Managing Agents from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Call Center 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 … Read More

Managing Contacts from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Call Center What you need to know: This article provides details on several Call Center Supervisor related topics. MENU 1. View Contacts 2. Organize Contacts 3. Search for Contacts 4. Manage Personal Contacts and Speed Dials 1. View Contacts Call Center allows you to select directories to display in the Contacts pane, show or hide directory contents, and … Read More

Managing Calls from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Call Center What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started 1. Placing Calls, Answer and End Calls 2. Hold or Resume 3. Transfer Calls 4. Manage Conference Calls Getting Started This section describes the operations you can perform to make and manage calls.  Your current … Read More

Managing Queued Calls

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Call Center What you need to know: This article provides details on Call Center Supervisor’s capabilities. MENU 1. Queued Calls Pane 2. Monitoring Agents 3. Silently Monitoring 4. Changing Agent’s ACD States 5. Supervisor Barge-In 6. Managing Queues 7. Retrieving Calls from Queues 8. Night Service & Forced Forwarding 9. DNIS and Priority Queuing 1. Queued Calls Pane … Read More