Home | Call Center | Page 6 MENU Introduction 1. Password 2. Passcode Introduction You can reset your password and passcode from the user portal and also reset your password from the login page. 1. Password Reset Password from Login From the login screen, select the Forgot Password? option. Enter your username. Enter your email address. Note: The email address … Read More
ProConnect User Portal – Office Anywhere
Home | Call Center | Page 6 MENU Introduction 1. Set Up Office Anywhere Introduction CCI Anywhere (sometimes simply called “Anywhere”) is a Mobility feature that allows calls placed to a user’s office phone to ring any phone(s) set up under the “Anywhere” feature. Most users designate their mobile phone as their “Anywhere phone.” 1. Set Up Office Anywhere From … Read More
ProConnect User Portal – Hoteling Guest
Home | Call Center | Page 6 MENU Introduction 1. To Enable Hoteling Guest Introduction Hoteling Guest allows a user to associate their service profile with a Hoteling Host user. This enables the guest user to use the host’s device with the guest user’s service profile. This feature is useful for transient employees. 1. To Enable Hoteling Guest: From the main … Read More
ProConnect User Portal – Do Not Disturb
Home | Call Center | Page 6 MENU Introduction 1. Do Not Disturb Introduction When Do Not Disturb is enabled, this feature will give all incoming calls and notifications the busy treatment. Optionally, you can enable a Ring Reminder to play a brief tone on your desktop phone when you receive incoming calls. 1. Do Not Disturb To enable Do … Read More
ProConnect User Portal – Call Forwarding No Answer
Home | Call Center | Page 6 MENU Introduction 1. Call Forwarding No Answer 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 No … Read More
ProConnect User Portal – Call Forwarding Busy
Home | Call Center | Page 6 MENU Introduction 1. Call Forwarding Busy 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 Busy forwards … Read More
ProConnect User Portal – Call Forward Always
Home | Call Center | Page 6 MENU Introduction 1. Call Forward Always 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 Forward Always forwards … Read More
Managing Agents from the Call Center
Home | Call Center | Page 6 What you need to know: This article covers how to manage agents’ ACD states and silently monitor agent 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 … Read More
Managing Contacts from the Call Center
Home | Call Center | Page 6 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 … Read More
Managing Calls from the Call Center
Home | Call Center | Page 6 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 … Read More