Call Center (Web-Based Client)

Getting Started

Compatibility Requirements

Agent

Polycom Soft Key User Guide

Agent Plus

User Guide

Supervisor

Enhanced Reporting Guide
Web Portal User Guide

Administrator

Administrator Guide

Call Center

Getting Started

Creating User Profiles
Power User Tutorial
Evaluating Staff
Building New Scorecards
Flagged Calls
Technical Overview

Call Center Training Videos

Sign In

Sign In
Changing Passwords

Profile

Agent Settings
Assigning Agents to Supervisors
Assigning Agents, Receptionists and Supervisors
Call Center Settings
Profile Settings
Hunt Group
Configuring Regular Call Distribution
Configuring Uniform Call Distribution
Configuring Weighted Call Distribution
Configuring Circular Call Distribution

Announcement Messages

Estimated Wait
Call Whisper
Comfort Message
Entrance Greetings
Music On Hold

Call Center DNIS

Inbound DNIS Settings
Outbound DNIS Settings
DNIS Display Settings

Call Disposition Codes

Configuring Disposition Codes

Calling Features

Call Forwarding Busy
Call Forwarding Selective

Enterprise

Configuring Unavailable Codes
Agent Default Settings
Unavailable Default Codes
ACD Priority Routing Policies

Routing Policies

Bounced Calls
Forced Forwarding
Comfort Message Bypass
Holiday Service
Night Service
Overflow Settings
Stranded Calls
What Is Busy Treatment

User Settings

Updating Agent Settings