Home|Home|Call CenterMENU 1. Manage Meet-Me Conferencing 2. Add a conference 1. Manage Meet-Me Conferencing Meet-Me Conferencing allows you to connect multiple callers at different locations into the same live call as an alternative to face-to-face meetings. When your conference bridge is enabled, you will receive an email with your bridge information, including a direct dial number, conference ID, and moderator … Read More
Protected: Odin Portal – Meet Me Conferencing
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Texting for ProConnect with Teams
Home | Call Center | Page 4 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Teams. MENU Introduction Overview Prerequisites Access the Texting application Add Texting Add Texting to a Channel Adjust notifications and settings Run Reports Notifications Messages Contacts Introduction This document provides guidance for users to … Read More
Account Codes – Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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 specify a … Read More
Announced Transfer – Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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 Announced Transfer 1. Announced Transfer 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, … Read More
Answer Calls – Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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 … Read More
Place Calls – Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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. If you want to specify … Read More
ACD State and Status – Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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 ACD State and Status 1. ACD State and Status To view or change your ACD state: Click the Agent Options button. Select Set Status and choose one of the following: Available- Indicates you are ready … Read More
Sign In/Out of Groups (Call Queues) – Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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 Sign In/Out of Groups (Call Queues) 1. Sign In/Out of Groups (Call Queues) When signing in to the application, you may not automatically be signed in to groups at every login and should sign in … Read More
Your Endpoint Location- Agent – Enhanced Call Center Reporting
Home|Home|Call CenterWhat 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 Your Endpoint Location 1. Your Endpoint Location If your administrator has configured your account to be associated with an appropriate endpoint location where you usually make & receive calls, you can use the call control … Read More