Intro
Call Centers are setup to distribute phone calls to pools of operators to agents. Call Centers can be setup to ring all agents, round-robin, least-called, or a tiered approached for different levels of support. Call centers allow businesses to handle call volume cleanly and efficiently.
Setup New Agents
- Login to your phone server, hover over Applications and select Call Centers
- Select Agents to view all Call Center agents
- Select Add to create a new agent
- Agent Name
- Agent ID
- Contact – This is the agent’s extension
- Status – Available
- Wrap Up Time – Amount of time before another call is sent to the agent
- Select Save in the Upper Right Corner
- Repeat this process until all agents have been created
Setup New Center
- Hover over Applications and select Call Centers
- Select Add to create a new Call Center
- Queue Name
- Extension – Often 321-329
- Greeting – Used for advance notices to customers
- Strategy – Ring All
- Agents – Select all agents to be called
- Max Wait Time – 60
- Max Wait Time with No Agent – 60
- Max Wait Time with No Agent Time Reached – 60
- Timeout Action – Send to Voicemail
- Select Save in the Upper Right Corner
- Click Start to Launch the Call center
- Should you make changes to the Call Center you must “Restart” it using the Restart button. This will reload all new changes.
Change Agent Status
- Hover over Status and select Agent Status
- All Agents will be listed, changes can be made then select Save
Agent/Extension Summary
- Hover over Status and select Extension Summary
- All Agents/Extensions will be listed, along with call received, talk time, for any date specified.
- All data can then be exported as a .CSV
Reset Daily Call Center Stats
- Hover over Status and select Agent Status
- All Agents will be listed, select Logged Out for all Agents, then select Save
- Select Refresh
- Select Available for all Agents, then select Save
** Typically this is completed when all log out for the day, however some systems to not log out so this may become necessary.**