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Manage Cloud Phone as a call centre agent

Are you an agent or a supervisor?

 

What do you want to do with the call centre?
  1. Sign in to the user portal
  2. Select My Apps from the left menu.
  3. Select Call Centre.
  4. The call centre console will open.
  5. Sign in to the call centre with the same username and password you use for the user portal.

 

Top menu

The menu at the top right of the page contains the following options:

  • Reporting: This is where you can run a range of call centre reports
  • Settings: Where you can change various user and application settings
  • Controls: Use controls to carry out actions on calls, contacts and queues
  • Logged user information: You'll see your automatic call distributor (ACD) state at the top right


Navigate the call centre agent interface

You'll find the following elements in the call centre interface:

  • Logo pane: At the top of the main interface. It shows global messages, information about users and links to other functions.
  • Call console pane: This is the pane on the left of your screen. This is where you manage your current calls. Below this you'll see your call history. This shows your placed, received and missed calls. You can also make calls from your history and delete call logs.
  • Contacts pane: This is the middle pane. It's where you'll find contact directories. You can manage your contacts and make calls or take actions like transferring a call to a queue.
  • Queued call pane: This is the pane on the right. This is where you'll see all calls in the queues you belong to.


Console pane

This pane appears on the left side of your screen.

  • Dialer: This is located just below the words Call console. It looks like a keypad with a phone on top with a white textbox next to it. This is where you make calls.
  • Outbound CLID: Looks like a phone with a blue arrow. It lets you choose a number to use as your caller ID for your next outgoing call.

 

Conference pane

This pane sits below the call console pane on the left side of your screen.

  • End conference: The button says End. Use it to end a conference call
  • Leave conference: The button says Leave. Use it to leave a conference call
  • Hold conference: The button says Hold. Use it to put a conference call on hold
  • Resume conference: The button says ANS. Use it to resume a conference you put on hold.
  • Barge in: The buttons says Barge. This unmutes a silent monitoring call, making the call a three-way call.
  • Pull out directory: This places a chosen directory below the call console.

 

Contacts pane

The contacts pane contains directories and lets you view contacts to make or manage calls. It contains the following panels:

  • Search panel: Use this to search for contacts in your directories
  • Company panel: This contains the contacts in your company directory
  • Personal panel: Where you can set up and manage your personal contacts
  • Agents panel: Where you can select a list of agents to monitor
  • Supervisors panel: Where you can select a list of supervisors to monitor
  • Speed dials panel: Where you can set up and manage your speed dials
  • Queues panel: This lists the call queues you're assigned to
  • Outlook panel: If you've set up Outlook integration you'll see your Outlook contacts here
  • Directories panel: This is where you can opt to view multiple directories in the same place

 

  1. Sign in to the user portal
  2. Select the drop-down arrow next to your name at the top right of the screen.
  3. Select Change Password.
  4. Follow the prompts to change your password.

 

  1. Once you're in the call centre console, select the panel menu next to the agent name
  2. Select from Available, Unavailable and Wrap-up:
    • Available: You're ready to take calls through the call centre numbers
    • Unavailable: You're unable to take calls through the call centre numbers
    • Wrap-up: Allows you to complete your necessary tasks before the next call comes through

The instructions below will help you learn about the controls and buttons available within the call centre console.

 

Common control buttons

  • Options: Looks like a spanner and screwdriver. It's shown in the top right corner of each pane. When you click on it, it shows a panel menu of options that control the display of information on that pane.
  • Expand / Collapse: Looks like a green triangle. It shows or hides content in a pane
  • Hide: Looks like an X and lets you hide an element, like a pane or window
  • Edit: Looks like a pencil and lets you edit a list of items, like speed dials

 

Notification windows

  • Web pop URL: Looks like a window with www inside. It opens a page in your browser with information about the caller.
  • vCard: Looks like a card with a person on it. This button saves the caller's phone number and information as a vCard in Outlook.

 

Scheduled reports windows

  • Load report: Looks like a graph with a green arrow. This loads a scheduled report that lets you view and change it.
  • Delete report: Looks like a graph with a red arrow. This deletes a scheduled report.

 

Call action buttons

These buttons are found throughout the call centre console.

  • Call: This places a call to a contact or to a number from call history
  • Redial: Redial calls the last dialed number
  • Extension: This button says EXT. It dials a contact's extension number.
  • Mobile: This button says MOB. It dials the contact's mobile number.
  • Email: This opens an email window with the contact's email address already in the To field
  • Transfer or TXR: This transfers a call to a number to a selected contact or phone number
  • Answer: This button says ANS. It answers an incoming call, unanswered call for a contact or resumes a held call
  • Hold: This places a call on hold
  • Ends: This ends a call
  • Conference: This button says CONF. It starts a conference call or adds a call to a conference.
  • Escalate call: This button says ESC. It escalates a call to a nominated supervisor.
  • Emergency call: This button says EMER. It places an emergency call to a nominated supervisor.
  • Retrieve: This picks up a call from a queue and sends to a supervisor's device
  • Reorder: This changes a call's position in the call queue

 

Call action shortcuts

You can carry out these actions using the quick reference shortcuts:

  • Answer incoming call: In the call console, select Answer on the incoming call
  • Turn auto answer on: In the call console, select Auto answer
  • Open URL: In the call notification dialog box for an incoming call, select the Web pop URL button
  • Save a vCard: In the call notification dialog box for an incoming call, select the Add vCard button
  • Place call on hold: In the call console, hover the mouse over the call and select Hold
  • Resume a held call: In the call console, hover the mouse over the call and select Retrieve
  • Blind transfer a call: Drag the call onto the target contact and select Transfer
  • Transfer with consultation: While on a call, enter a number into the dialer and select Dial. When the new call connects, let the caller know who it is, select the original call. Move the mouse over the new call and select Transfer.
  • Transfer to queue: Drag the call onto the target queue in the queues panel then select Transfer
  • Make an emergency call to a supervisor: Find the supervisor in the supervisors panel and select Emergency
  • Make an emergency call to selected supervisor: Drag the call onto a supervisor in the supervisors panel and select Emergency
  • Blind escalate a call: In the call console, select the call to escalate. In the Supervisors panel, select Escalate. In the call console, move the mouse over the call to the supervisor and select Transfer
  • Escalate with consultation: In the call console, select the call to escalate. In the supervisors panel, select Escalate. Consult with the supervisor. In the call console, move the mouse over the call to the supervisor and select Transfer.
  • Escalate with conference: In the call console, select the call to escalate. In the supervisors panel, select Escalate. In the call console, move the mouse over the new call and select Conference.
  • Start three-way conference: In the call console select a call. Move the mouse over another call and select Conference
  • Add participant to conference: In the call console, move the mouse over a call. Select Conference.
  • Hold conference: In the conference call panel, select Hold
  • Resume conference: In the conference call panel, select Resume
  • Hold conference participant: In the conference call panel, select the call to put on hold. Select Hold
  • Take conference participant off hold: In the conference call panel, select a held call. Select Resume.
  • Leave conference: In the conference call panel, select Leave conference
  • End participant: In the conference call panel, select the participant's call. Select End
  • End conference: In the conference call panel, select End conference
  • Set outbound caller ID: In the dialer, select Outbound CLID and select the number to use for the next call
  • Dial ad hoc number: In the dialer, enter the number to call and select Dial
  • Redial recent number: In the dialer, select Redial and select a number from the list
  • Dial recent number: In the dialer, start entering the number to dial. A selection of numbers will appear. Select a number and select Dial.
  • Dial contact: In the contacts pane, select the contact then select Call
  • Dial from search: In the search panel, select a contact and select Dial

 

Contacts pane

The contacts pane contains directories and lets you view contacts to make or manage calls. It contains the following panels:

  • Search panel: Use this to search for contacts in your directories
  • Company panel: This contains the contacts in your company directory
  • Personal panel: Where you can set up and manage your personal contacts
  • Agents panel: Where you can select a list of agents to monitor
  • Supervisors panel: Where you can select a list of supervisors to monitor
  • Speed dials panel: Where you can set up and manage your speed dials
  • Queues panel: This lists the call queues you're assigned to
  • Outlook panel: If you've set up Outlook integration you'll see your Outlook contacts here
  • Directories panel: This is where you can opt to view multiple directories in the same place

 

Show or hide directories

  1. In the contacts pane, select Options, which looks like an icon with a spanner and a screwdriver
  2. Select View
  3. Select Directories
  4. Select or unselect the directory to show or hide. To show all directories, select All.
  5. To hide a directory you can also select Close, which looks like an X, next to that directory

 

Add a personal contact

Any changes you make to contacts in the call centre or user portal will update in both places. The updates you make in the user portal will appear when you next sign in to the call centre. You can't change a personal contact entry in call centre – you'll need to delete the entry and add it again.

  1. In the personal pane, select Edit, which looks like a pencil
  2. In the dialog box that appears, select Add
  3. In the Name field, enter the contact's name
  4. In the Number field, enter the contact's phone number
  5. To save the entry, select anywhere in the dialog box outside the fields

 

Delete a personal contact

  1. In the personal pane, select Edit, which looks like a pencil
  2. In the dialog box that appears, select the entry to delete
  3. Select Delete

 

Save a contact to your Outlook contacts (vCard)

When someone calls you, a call notification pop-up window appears. A button in this window lets you save the caller's phone number and information as a vCard in Outlook. Select the Add vCard button, which looks like a card with a person icon on it. This will only show when Outlook is running and you have enabled Outlook integration.

View current calls

Your current calls show in the call console. Conference calls show in the conference call panel.

 

Answer a call

  • In the call console, select Answer (the button says ANS) for the ringing call
  • To answer a call from a call notification window, select anywhere on the text in the pop-up window

 

End a call

To end a call, select End next to that call.

Set your outgoing caller ID

You can choose to use a direct number or a dialed number information service (DNIS) number as your caller ID.

  1. In the dialer, select the outbound CLID button, which looks like a phone with a blue arrow
  2. Select the number you want to use from the panel menu

 

Dial a contact

  1. In the contacts pane, expand the directory you want to call a contact from
  2. Select the contact you want to ring, then select Call

 

Dial an ad hoc number

  1. In the dialer at the top left of the call console panel, enter the phone number you want to call in the field that says Enter number
  2. Select the dial button, which looks like a keypad with a phone on top

 

Dial from search

  1. In the search panel in the contacts pane, perform a search
  2. Select the contact you want to ring, then select Call

 

Redial a number

  1. In the dialer at the top left of the call console pane, start entering a number in the field that says Enter number
  2. A list of numbers will appear in a panel menu
  3. Select the number you want to call
  4. Select the dial button, which looks like a keypad with a phone on top
  5. You could also select Redial and select a number from the panel that appears
  • Place a call on hold: Select Hold on the call
  • Resume a held call: Select the Answer button (ANS) for the call

Blind transfer to an ad hoc number

  1. From the call console pane, select the call to transfer
  2. In the dialer at the top left of the call console pane, enter the number to transfer to
  3. Select Transfer

 

Blind transfer to a contact

  1. From the call console pane, select the call to transfer
  2. In the contacts pane, find the contact you want to transfer to
  3. Select the contact
  4. Select Transfer (TFR)

 

Transfer with consultation

  1. While on the call you want to transfer, make another call to the person you want to transfer to. The original call will go on hold.
  2. When the person you called answers, announce the call you're transferring
  3. Select one of the calls from the call console
  4. Hover over the over call and select Transfer (TFR)

 

Transfer to a call centre

  1. From the call console, select the call to transfer
  2. In the contacts pane, expand the queues panel
  3. Select the destination queue and select Transfer (TFR)
  4. You can also drag the call onto the target queue and select Transfer (TFR)

 

Make emergency call to any supervisor

With this escalation a supervisor is immediately conferenced into the call. You can choose the supervisor or let the system select one.

  1. While on the call go to the supervisors pane
  2. If you want to choose a supervisor, select one
  3. Select Emergency, which looks like a person icon with two red arrows
  4. When the supervisor answers, you can select Leave in the conference call panel to leave the call

 

Blind escalate a call to a supervisor

  1. If you don't want to choose a supervisor to escalate to, select Escalate in the supervisors pane. This looks like a person icon with a red arrow next to it.
  2. If you want to select a supervisor, select the supervisor and select Escalate (ESC)
  3. While you're making the call to the supervisor, select the original call in the call console
  4. Hover over the original call and select Transfer (TFR)

Note: Your original call will go on hold while a call goes through to the supervisor.

 

Escalate with consultation

Use this method to escalate a call to a supervisor with an introduction beforehand.

  1. If you don't want to choose a supervisor to escalate to, select Escalate in the supervisors panel. This looks like a person icon with a red arrow next to it.
  2. If you want to select a supervisor, select the supervisor and select Escalate (ESC)
  3. When the supervisor answers, introduce the call
  4. In the call console, select the original call
  5. Hover over it and select Transfer (TFR)

 

Escalate and start a three-way conference call with a supervisor

Use this method to escalate a call to a supervisor and start a conference call.

  1. If you don't want to choose a supervisor to escalate to, select Escalate in the supervisors panel. This looks like a person icon with a red arrow next to it.
  2. If you want to select a supervisor, select the supervisor and select Escalate (ESC)
  3. When the supervisor answers, speak to the supervisor about the issue
  4. In the call console, select the original call
  5. Hover over it and select Conference (CONF)

 

Conference call options

  1. While in a three-way conference call with your supervisor:
    • Put yourself on hold: In the conference call panel, select Hold. This puts both calls on hold and lets the customer and supervisor continue talking.
    • To drop a party from the call: Select the call in the conference call panel and select End
    • To leave the call: Select Leave in the conference call panel

Start a three-way conference

You need to have at least two current calls to start a three-way conference.

  1. In the call console, select a call
  2. Hover over another call and select Conference (CONF)
  3. A conference will start and it will show in the conference call panel

 

Add a participant

To be able to add a participant you need to have N-way (6) calling service assigned.

  1. If you're not already on the call you want to add to the conference, ring the person
  2. In the call console, hover over the call and select Conference (CONF)
  3. The call will join the conference

 

Hold a conference

In the conference call panel, select Hold. This lets the other participants continue their conversation.

 

Place a conference call participant on/off hold

  • On hold: In the conference call panel, hover over the participant you want to put on hold. Select Hold.
  • Off hold: In the conference call panel, hover over the participant you want to resume. Select Answer (ANS).

 

Leave a conference

In the conference call panel, select Leave. The other participants can continue their conversation.

 

Remove a participant

In the conference call panel, move the mouse over the participant and select End.

 

End a conference

In the conference call panel, select End. This will disconnect all calls in the conference.

Select supervisors to monitor

  1. In the supervisor's panel, select Edit, which looks like a pencil
  2. In the dialog box that appears, select the checkbox next to the supervisor you want to monitor
  3. Select Save

 

Supervisor phone states

  • Idle: Green icon showing the supervisor isn't on a call
  • Busy: Red icon showing the supervisor is on a call
  • Ringing: Yellow icon showing a call is currently trying to get through to the supervisor
  • Do not disturb: Red icon with white line in the middle. This shows the supervisor has turned on the do not disturb feature.
  • Private: A lock which shows the supervisor has turned on their privacy options
  • Unknown: White icon showing the supervisor is not currently tracked

 

Generate reports

Agents can only generate reports about their own activity. The reports that an agent can generate include:

  • Sign in / Sign out: Available for 90 days
  • Detail data, for example, call details and codes entered: Available for 30 days
  • 15 minute interval: Available for 90 days
  • 30 minute interval: Available for 90 days
  • Hourly, daily, weekly and monthly reports: Available for 397 days

 

Run a report

  1. To run a report, select Reporting at the top right of the main window
  2. In the window that appears, select a report template from the dropdown menu
  3. Enter what you'd like the report to generate
  4. Select Run report
What do you want to do with the call centre?
  1. Sign in to the user portal
  2. Select My Apps from the left menu.
  3. Select Call Centre.
  4. The call centre console will open.
  5. Sign in to the call centre with the same username and password you use for the user portal.

 

Top menu

The menu at the top right of the page contains the following options:

  • Reporting: This is where you can run a range of call centre reports
  • Settings: Where you can change various user and application settings
  • Controls: Use controls to carry out actions on calls, contacts and queues
  • Logged user information: You'll see your automatic call distributor (ACD) state at the top right


Navigate the call centre agent interface

You'll find the following elements in the call centre interface:

  • Logo pane: At the top of the main interface. It shows global messages, information about users and links to other functions.
  • Call console pane: This is the pane on the left of your screen. This is where you manage your current calls. Below this you'll see your call history. This shows your placed, received and missed calls. You can also make calls from your history and delete call logs.
  • Contacts pane: This is the middle pane. It's where you'll find contact directories. You can manage your contacts and make calls or take actions like transferring a call to a queue.
  • Queued call pane: This is the pane on the right. This is where you'll see all calls in the queues you belong to.


Console pane

This pane appears on the left side of your screen.

  • Dialer: This is located just below the words Call console. It looks like a keypad with a phone on top with a white textbox next to it. This is where you make calls.
  • Outbound CLID: Looks like a phone with a blue arrow. It lets you choose a number to use as your caller ID for your next outgoing call.

 

Conference pane

This pane sits below the call console pane on the left side of your screen.

  • End conference: The button says End. Use it to end a conference call
  • Leave conference: The button says Leave. Use it to leave a conference call
  • Hold conference: The button says Hold. Use it to put a conference call on hold
  • Resume conference: The button says ANS. Use it to resume a conference you put on hold.
  • Barge in: The buttons says Barge. This unmutes a silent monitoring call, making the call a three-way call.
  • Pull out directory: This places a chosen directory below the call console.

 

Contacts pane

The contacts pane contains directories and lets you view contacts to make or manage calls. It contains the following panels:

  • Search panel: Use this to search for contacts in your directories
  • Company panel: This contains the contacts in your company directory
  • Personal panel: Where you can set up and manage your personal contacts
  • Agents panel: Where you can select a list of agents to monitor
  • Supervisors panel: Where you can select a list of supervisors to monitor
  • Speed dials panel: Where you can set up and manage your speed dials
  • Queues panel: This lists the call queues you're assigned to
  • Outlook panel: If you've set up Outlook integration you'll see your Outlook contacts here
  • Directories panel: This is where you can opt to view multiple directories in the same place

 

  1. Sign in to the user portal
  2. Select the drop-down arrow next to your name at the top right of the screen.
  3. Select Change Password.
  4. Follow the prompts to change your password.

 

  1. Once you're in the call centre console, select the panel menu next to the agent name
  2. Select from Available, Unavailable and Wrap-up
    • Available: You're ready to take calls through the call centre numbers
    • Unavailable: You're unable to take calls through the call centre numbers
    • Wrap-up: Allows you to complete your necessary tasks before the next call comes through

The instructions below will help you learn about the controls and buttons available within the call centre console.

 

Common control buttons

  • Options: Looks like a spanner and screwdriver. It's shown in the top right corner of each pane. When you click on it, it shows a panel menu of options that control the display of information on that pane.
  • Expand / Collapse: Looks like a green triangle. It shows or hides content in a pane
  • Hide: Looks like an X and lets you hide an element, like a pane or window
  • Edit: Looks like a pencil and lets you edit a list of items, like speed dials

 

Notification windows

  • Web pop URL: Looks like a window with www inside. It opens a page in your browser with information about the caller.
  • vCard: Looks like a card with a person on it. This button saves the caller's phone number and information as a vCard in Outlook.

 

Scheduled reports windows

  • Load report: Looks like a graph with a green arrow. This loads a scheduled report that lets you view and change it.
  • Delete report: Looks like a graph with a red arrow. This deletes a scheduled report.

 

Call action buttons

These buttons are found throughout the call centre console.

  • Call: This places a call to a contact or to a number from call history
  • Redial: Redial calls the last dialed number
  • Extension: This button says EXT. It dials a contact's extension number.
  • Mobile: This button says MOB. It dials the contact's mobile number.
  • Email: This opens an email window with the contact's email address already in the To field
  • Transfer or TXR: This transfers a call to a number to a selected contact or phone number
  • Answer: This button says ANS. It answers an incoming call, unanswered call for a contact or resumes a held call
  • Hold: This places a call on hold
  • Ends: This ends a call
  • Conference: This button says CONF. It starts a conference call or adds a call to a conference.
  • Escalate call: This button says ESC. It escalates a call to a nominated supervisor.
  • Emergency call: This button says EMER. It places an emergency call to a nominated supervisor.
  • Retrieve: This picks up a call from a queue and sends to a supervisor's device
  • Reorder: This changes a call's position in the call queue

 

Call action shortcuts

You can carry out these actions using the quick reference shortcuts:

  • Answer incoming call: In the call console, select Answer on the incoming call
  • Turn auto answer on: In the call console, select Auto answer
  • Open URL: In the call notification dialog box for an incoming call, select the Web pop URL button
  • Save a vCard: In the call notification dialog box for an incoming call, select the Add vCard button
  • Place call on hold: In the call console, hover the mouse over the call and select Hold
  • Resume a held call: In the call console, hover the mouse over the call and select Retrieve
  • Blind transfer a call: Drag the call onto the target contact and select Transfer
  • Transfer with consultation: While on a call, enter a number into the dialer and select Dial. When the new call connects, let the caller know who it is, select the original call. Move the mouse over the new call and select Transfer.
  • Transfer to queue: Drag the call onto the target queue in the queues panel then select Transfer
  • Make an emergency call to a supervisor: Find the supervisor in the supervisors panel and select Emergency
  • Make an emergency call to selected supervisor: Drag the call onto a supervisor in the supervisors panel and select Emergency
  • Blind escalate a call: In the call console, select the call to escalate. In the Supervisors panel, select Escalate. In the call console, move the mouse over the call to the supervisor and select Transfer
  • Escalate with consultation: In the call console, select the call to escalate. In the supervisors panel, select Escalate. Consult with the supervisor. In the call console, move the mouse over the call to the supervisor and select Transfer.
  • Escalate with conference: In the call console, select the call to escalate. In the supervisors panel, select Escalate. In the call console, move the mouse over the new call and select Conference.
  • Start three-way conference: In the call console select a call. Move the mouse over another call and select Conference
  • Add participant to conference: In the call console, move the mouse over a call. Select Conference.
  • Hold conference: In the conference call panel, select Hold
  • Resume conference: In the conference call panel, select Resume
  • Hold conference participant: In the conference call panel, select the call to put on hold. Select Hold
  • Take conference participant off hold: In the conference call panel, select a held call. Select Resume.
  • Leave conference: In the conference call panel, select Leave conference
  • End participant: In the conference call panel, select the participant's call. Select End
  • End conference: In the conference call panel, select End conference
  • Set outbound caller ID: In the dialer, select Outbound CLID and select the number to use for the next call
  • Dial ad hoc number: In the dialer, enter the number to call and select Dial
  • Redial recent number: In the dialer, select Redial and select a number from the list
  • Dial recent number: In the dialer, start entering the number to dial. A selection of numbers will appear. Select a number and select Dial.
  • Dial contact: In the contacts pane, select the contact then select Call
  • Dial from search: In the search panel, select a contact and select Dial

 

Contacts pane

The contacts pane contains directories and lets you view contacts to make or manage calls. It contains the following panels:

  • Search panel: Use this to search for contacts in your directories
  • Company panel: This contains the contacts in your company directory
  • Personal panel: Where you can set up and manage your personal contacts
  • Agents panel: Where you can select a list of agents to monitor
  • Supervisors panel: Where you can select a list of supervisors to monitor
  • Speed dials panel: Where you can set up and manage your speed dials
  • Queues panel: This lists the call queues you're assigned to
  • Outlook panel: If you've set up Outlook integration you'll see your Outlook contacts here
  • Directories panel: This is where you can opt to view multiple directories in the same place

 

View contacts

You can display or hide your directories in the contacts pane. You can also select the order of appearance for information in directories.

 

Show or hide directories

  1. In the contacts pane, select Options, which looks like an icon with a spanner and a screwdriver
  2. Select View
  3. Select Directories
  4. Select or unselect the directory to show or hide. To show all directories, select All.
  5. To hide a directory you can also select Close, which looks like an X, next to that directory

 

Add a personal contact

Any changes you make to contacts in the call centre or user portal will update in both places. The updates you make in the user portal will appear when you next sign in to the call centre. You can't change a personal contact entry in call centre – you'll need to delete the entry and add it again.

  1. In the personal pane, select Edit, which looks like a pencil
  2. In the dialog box that appears, select Add
  3. In the Name field, enter the contact's name
  4. In the Number field, enter the contact's phone number
  5. To save the entry, select anywhere in the dialog box outside the fields

 

Delete a personal contact

  1. In the personal pane, select Edit, which looks like a pencil
  2. In the dialog box that appears, select the entry to delete
  3. Select Delete

 

Save a contact to your Outlook contacts (vCard)

When someone calls you, a call notification pop-up window appears. A button in this window lets you save the caller's phone number and information as a vCard in Outlook. Select the Add vCard button, which looks like a card with a person icon on it. This will only show when Outlook is running and you have enabled Outlook integration.

View current calls

Your current calls show in the call console. Conference calls show in the conference call panel.

 

Answer a call

  • In the call console, select Answer (the button says ANS) for the ringing call
  • To answer a call from a call notification window, select anywhere on the text in the pop-up window

 

End a call

To end a call, select End next to that call.

Set your outgoing caller ID

You can choose to use a direct number or a dialed number information service (DNIS) number as your caller ID.

  1. In the dialer, select the outbound CLID button, which looks like a phone with a blue arrow
  2. Select the number you want to use from the panel menu

 

Dial a contact

  1. In the contacts pane, expand the directory you want to call a contact from
  2. Select the contact you want to ring, then select Call

 

Dial an ad hoc number

  1. In the dialer at the top left of the call console panel, enter the phone number you want to call in the field that says Enter number
  2. Select the dial button, which looks like a keypad with a phone on top

 

Dial from search

  1. In the search panel in the contacts pane, perform a search
  2. Select the contact you want to ring, then select Call

 

Redial a number

  1. In the dialer at the top left of the call console pane, start entering a number in the field that says Enter number
  2. A list of numbers will appear in a panel menu
  3. Select the number you want to call
  4. Select the dial button, which looks like a keypad with a phone on top
  5. You could also select Redial and select a number from the panel that appears
  • Place a call on hold: Select Hold on the call
  • Resume a held call: Select the Answer button (ANS) for the call

 

Blind transfer to an ad hoc number

  1. From the call console pane, select the call to transfer
  2. In the dialer at the top left of the call console pane, enter the number to transfer to
  3. Select Transfer

 

Blind transfer to a contact

  1. From the call console pane, select the call to transfer
  2. In the contacts pane, find the contact you want to transfer to
  3. Select the contact
  4. Select Transfer (TFR)

 

Transfer with consultation

  1. While on the call you want to transfer, make another call to the person you want to transfer to. The original call will go on hold.
  2. When the person you called answers, announce the call you're transferring
  3. Select one of the calls from the call console
  4. Hover over the over call and select Transfer (TFR)

 

Transfer to a call centre

  1. From the call console, select the call to transfer
  2. In the contacts pane, expand the queues panel
  3. Select the destination queue and select Transfer (TFR)
  4. You can also drag the call onto the target queue and select Transfer (TFR)

Make emergency call to any supervisor

With this escalation a supervisor is immediately conferenced into the call. You can choose the supervisor or let the system select one.

  1. While on the call go to the supervisors pane
  2. If you want to choose a supervisor, select one
  3. Select Emergency, which looks like a person icon with two red arrows
  4. When the supervisor answers, you can select Leave in the conference call panel to leave the call

 

Blind escalate a call to a supervisor

  1. If you don't want to choose a supervisor to escalate to, select Escalate in the supervisors pane. This looks like a person icon with a red arrow next to it.
  2. If you want to select a supervisor, select the supervisor and select Escalate (ESC)
  3. While you're making the call to the supervisor, select the original call in the call console
  4. Hover over the original call and select Transfer (TFR)

Note: Your original call will go on hold while a call goes through to the supervisor.

 

Escalate with consultation

Use this method to escalate a call to a supervisor with an introduction beforehand.

  1. If you don't want to choose a supervisor to escalate to, select Escalate in the supervisors panel. This looks like a person icon with a red arrow next to it.
  2. If you want to select a supervisor, select the supervisor and select Escalate (ESC)
  3. When the supervisor answers, introduce the call
  4. In the call console, select the original call
  5. Hover over it and select Transfer (TFR)

 

Escalate and start a three-way conference call with a supervisor

Use this method to escalate a call to a supervisor and start a conference call.

  1. If you don't want to choose a supervisor to escalate to, select Escalate in the supervisors panel. This looks like a person icon with a red arrow next to it.
  2. If you want to select a supervisor, select the supervisor and select Escalate (ESC)
  3. When the supervisor answers, speak to the supervisor about the issue
  4. In the call console, select the original call
  5. Hover over it and select Conference (CONF)

 

Conference call options

  1. While in a three-way conference call with your supervisor:
    • Put yourself on hold: In the conference call panel, select Hold. This puts both calls on hold and lets the customer and supervisor continue talking.
    • To drop a party from the call: Select the call in the conference call panel and select End
    • To leave the call: Select Leave in the conference call panel

Start a three-way conference

You need to have at least two current calls to start a three-way conference.

  1. In the call console, select a call
  2. Hover over another call and select Conference (CONF)
  3. A conference will start and it will show in the conference call panel

 

Add a participant

To be able to add a participant you need to have N-way (6) calling service assigned.

  1. If you're not already on the call you want to add to the conference, ring the person
  2. In the call console, hover over the call and select Conference (CONF)
  3. The call will join the conference

 

Hold a conference

In the conference call panel, select Hold. This lets the other participants continue their conversation.

 

Place a conference call participant on/off hold

  • On hold: In the conference call panel, hover over the participant you want to put on hold. Select Hold.
  • Off hold: In the conference call panel, hover over the participant you want to resume. Select Answer (ANS).

 

Leave a conference

In the conference call panel, select Leave. The other participants can continue their conversation.

 

Remove a participant

In the conference call panel, move the mouse over the participant and select End.

 

End a conference

In the conference call panel, select End. This will disconnect all calls in the conference.

Select agents to monitor

Monitoring agents isn't automatic. You need to select who to monitor. When you're monitoring agents, you'll be able to see whether they're available or not.

  1. In the agents panel, select Edit which looks like a pencil
  2. Select the checkbox next to each agent you want to monitor. If an agent is in more than one call centre queue, you'll see all the queues they belong to.
  3. Select Save

 

Check an agent's phone states

  • Green icon: Agent is available to take a call
  • Yellow icon: Agent's phone is ringing and the agent is available to take the call. The agent could also be in wrap up mode
  • Red icon: Agent is unavailable and can't take calls
  • Red icon with white line: Agent is on do not disturb mode
  • Red arrow: Agent has call forwarding always on
  • Lock icon: Agent has the privacy option turned on
  • White icon: Agent's status isn't monitored

Note: You can force a change in an agent's phone state by selecting the agent in the agents panel and selecting ACD. Then select from the drop down menu.

 

View an agent's details

Selecting an agent in the agents panel will expand an agent's details. You'll see the agent's phone number and name.

 

Monitor an agent's call

The silent monitor feature lets you listen to an agent's call without being heard. You can choose to listen to an agent's current call or their next call.

 

Listen to an agent's current call

  1. In the agents panel, select the agent to monitor. The agent must have one active call.
  2. Select Monitor (SMN)
  3. A new call will show in the conference call panel and you'll join the call on mute

 

Listen to an agent's next call

  1. In the agents panel, select the agent to monitor
  2. Select Monitor next call (SMN)
  3. When the agent answers their next call you'll join on mute. The call will appear in the conference call panel.

Note: To barge in on a call you're monitoring select Barge from in the conference call panel.

 

Barge in on an agent's call

Use this feature to join the agent's call.

  1. In the agents panel, select an agent. The agent must have one active call.
  2. Select Barge and a three-way conference call will start

 

Answer an agent's call

  1. In the agents panel, select the agent whose phone is ringing
  2. Hover over the agent and select Answer (ANS). The call will appear in the call console.

 

Select call centre queues to monitor

You can select up to five call centre queues to monitor. You can see the queues you're monitoring in the queued calls pane.

  1. In the queued calls pane, select Options. This looks like an icon with a spanner and screwdriver.
  2. Select Edit queue favourite dialog
  3. In the window that appears, select the Monitor checkbox next to the call centres you want to monitor
  4. Select Save

Note: To stop monitoring a particular call centre, deselect the checkbox next to it.

 

Silent monitor a call centre queue

You can choose to monitor the next call that comes through to a call centre queue.

  1. In the contacts pane, expand the queues panel
  2. Select the queue to monitor
  3. Select Monitor next call (SMN)
  4. When the next call comes through, a three-way conference will start in the conference call panel. You'll enter this call on mute.

Note: To barge in on this call, select Barge in the conference call panel.

View queued calls

You can choose to view or hide calls in a queue. Go to the queued calls pane:

  • To view queued calls for a call centre, select Expand, which looks like green arrow
  • To view details for a call, select that call

 

Group or ungroup queued calls

  1. In the queued calls pane, select Options. This is the icon with a spanner and screwdriver.
  2. Select Group, then select or deselect Group by priority

 

Order queued calls

  1. In the queued calls pane, select Options. This is the icon with a spanner and screwdriver.
  2. Select Sort, then choose the ordering you want

Note: Ordering doesn't work for grouped calls.

 

Retrieve a call from a queue

  1. In the queued calls pane, select Retrieve next to the call
  2. The call will show in the call console and you can interact with it as you do with any other call

 

Promote a call in a queue

  1. In the queued calls pane, expand the call centre panel
  2. Select the call you want to promote
  3. Select Promote

 

Change the position of a call in a queue

  1. In the queued calls pane, select the call to expand it
  2. Select Reorder
  3. Select the new position in the queue from the list that appears

Transfer a call to another queue

  1. In the queued calls pane, select the call to transfer
  2. In the contacts pane, expand the queues panel
  3. Select the queue and select Transfer (TXR)

 

Transfer a call from a queue to an agent

  1. In the queued calls pane, select the call to transfer
  2. In the contacts pane, expand the agents panel
  3. Select the agent and select Transfer (TXR)

 

Transfer a call to an ad hoc number

  1. In the queued calls pane, select the call to transfer
  2. In the Enter number field, enter the number to transfer the call to
  3. Select Transfer (TXR)

 

Transfer a call to the top of the queue

  1. In the queued calls pane, select the call to expand it
  2. Select Reorder
  3. Select Send to front from the list that appears

Turn on night service override or forced forwarding

You can override the current settings to turn on these features for specific call centres.

  1. In the queued calls pane, select Service mode next to a call centre. This looks like an icon with arrows and a green circle with a tick.
  2. A new window will appear
  3. Select the Night service or Forced forward checkbox
  4. If you select the Forced forward option you'll need to enter a phone number in the Enter number field

Note: Night service override will occur if you select both options. You'll need to set up Night service settings in the administration portal first for this option to work.

Select supervisors to monitor

  1. In the supervisor's panel, select Edit, which looks like a pencil
  2. In the dialog box that appears, select the checkbox next to the supervisor you want to monitor
  3. Select Save

 

Supervisor phone states

  • Idle: Green icon showing the supervisor isn't on a call
  • Busy: Red icon showing the supervisor is on a call
  • Ringing: Yellow icon showing a call is currently trying to get through to the supervisor
  • Do not disturb: Red icon with white line in the middle. This shows the supervisor has turned on the do not disturb feature.
  • Private: A lock which shows the supervisor has turned on their privacy options
  • Unknown: White icon showing the supervisor is not currently tracked

Generate reports

Agents can only generate reports about their own activity. The reports that an agent can generate include:

  • Sign in / Sign out: Available for 90 days
  • Detail data, for example, call details and codes entered: Available for 30 days
  • 15 minute interval: Available for 90 days
  • 30 minute interval: Available for 90 days
  • Hourly, daily, weekly and monthly reports: Available for 397 days

 

Run a report

  1. To run a report, select Reporting at the top right of the main window
  2. In the window that appears, select a report template from the dropdown menu
  3. Enter what you'd like the report to generate
  4. Select Run report

 

 

View real-time statistics

You can find real-time statistics about supervised agents and queues. You'll find this information in the dashboard.

  1. Select Dashboard at the top tight of the main interface window
  2. The dashboard will launch in a new window
  3. In the top half you'll find the queue information. In the bottom half you'll find agent information. This information updates in real time.
  4. If you want to see agents that are in a call centre, select the Show agents checkbox in the row for that call centre
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