Home | console 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 be … 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
Call Control – 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 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 | console 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 associated phone endpoint to … Read More