What you need to know This article provides details on the following Call Center related topics: Help Topics A Select Supervisors to Monitor B Escalating Calls to Supervisors A. Select Supervisors to Monitor The System allows you to monitor the phone state of selected supervisors (up to 50). This is useful when you are escalating a call and want …
What you need to know This article provides details on the following Call Center related topics: Help Topics A View Contacts A1. Show/Hide Directories | A2. Show/Hide Directory Content | A3. Show Contact Details | A4. Select Display Order B Organize Contacts C Search for Contacts D Manage Personal Contacts & Speed Dials A. View Contacts Call Center allows …
What you need to know 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 in a separate panel called Conference Call. Help Topics A Placing Calls, Answer & End Calls B Hold or Resume C Transfer Calls C1. …
Introduction The Call Center is a carrier-class communications management product fully integrated which provides an advanced Automatic Call Distribution capability. Call Center delivers the following real benefits to users: Efficient call handling and automatic call distribution (ACD) state management by Call Center agents Integration of online directories with Click-To-Dial capability Real-time monitoring of agent and queue activity by Call Center …
Introduction The CRM Connect client integrates your BroadSoft service with a variety of business applications to provide a more effective and intuitive work environment for your team. You can use CRM Connect to easily manage key telephony features like do not disturb, call forwarding, and mobility settings. Note: CRM Connect is a click-to-dial client not a softphone client meaning it …
What you need to know Call queues temporarily hold calls in the cloud when all users (agents) assigned to receive calls from the queue are unavailable. Queued calls are routed to an available agent when he/she is no longer on an active call. Each call queue is assigned a Lead Number, which is a telephone number outside callers can dial …
What you need to know This article covers how to assign telephones and phone numbers to users. Administrators are responsible for assigning phone numbers and phones to users. Because users won’t be able to place or receive calls until they’ve been assigned a phone number and a phone, this is a critical step. Assign telephones/phone numbers to users Gather the …
What you need to know Assigning applications to users allows them to download and use mobile and desktop applications. Administrators can assign these to users when they are initially set up as a user in the Enterprise Portal, or they can assign to a user after the user is already set up. In this guide, we’ll review the steps for …
What you need to know Auto attendants are used to route calls to various destinations, employees within your company, specific groups of employees, voicemail, or other outside numbers. They provide callers with your company greeting and dialing menu options. Each auto attendant is assigned a unique 10-digit number for identification and setup purposes. The auto attendant has two modes, one …
What you need to know Lead Numbers are phone numbers associated with your business that callers dial to reach Auto Attendants, Hunt Groups, Call Queues, Call Centers, Meet-Me Conferences and/or Group Paging groups. In many cases lead numbers represent your business’ “main number.” This article provides instructions for modifying lead numbers that have been assigned to your account. Feature Prerequisites …