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 – 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 Report Portal Overview Run & Manage Reports Desktop Wallboard 1. Report Portal Overview Select the Reporting tab from the menu to access reports from your existing report library. Agents can only view reports while supervisors can … Read More
Login – 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 Login 1. Login To access Call Center Supervisor, go to the following URL: https://consolidated.akixi.com/ Select Sign In. Enter your username and password and click Sign In. Click image for large view Click the menu to access … Read More
Account Codes – Agent – Enhanced Call Center Reporting
Home | Call Center | 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 Account Codes 1. Account Codes ACD Not-Available reason codes are short text values such as “001”, “Lunch”, “Vacation”, etc. Codes are usually manually entered by ACD agents at their … Read More
Announced Transfer – 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 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 Center | 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