Home|Posts|Call CenterMENU 1. Manage Office Anywhere 2. Add a Phone Number 3. Configure Anywhere Settings 1. Manage Office Anywhere Office Anywhere is a mobility feature that allows calls placed to your office phone to ring any phone(s) you designate, such as your mobile phone. 2. Add a Phone Number To add a phone number to Office Anywhere, follow these steps: … Read More
ProConnect User Portal – Hoteling Guest
Home|Posts|Call CenterMENU 1. Manage Hoteling Guest 2. Enable Hoteling Guest 3. Disable Hoteling Guest 1. Manage Hoteling Guest Hoteling Guest allows you to associate your service profile with a Hoteling Host user, enabling you to use the host’s device with your own service profile. This feature is useful for transient employees who work from different locations. 2. Enable Hoteling Guest … Read More
ProConnect User Portal – Do Not Disturb
Home|Posts|Call CenterMENU 1. Manage Do Not Disturb 2. Enable Do Not Disturb 3. Disable Do Not Disturb 1. Manage Do Not Disturb Do Not Disturb allows you to block incoming calls and notifications by applying the busy treatment. When Do Not Disturb is enabled, all incoming calls and notifications receive the busy treatment. Optionally, you can enable a Ring Reminder … Read More
ProConnect User Portal – Call Forwarding No Answer
Home|Posts|Call CenterMENU 1. Manage Call Forwarding No Answer 2. Enable Call Forwarding No Answer 3. Disable Call Forwarding No Answer 1. Manage Call Forwarding No Answer Call forwarding is a phone management feature that redirects incoming calls to an alternate number, such as a cell phone, home phone, or a colleague’s number. Call Forwarding No Answer forwards calls only when … Read More
ProConnect User Portal – Call Forwarding Busy
Home|Posts|Call CenterMENU 1. Manage Call Forwarding Busy 2. Enable Call Forwarding Busy 3. EDisable Call Forwarding Busy 1. Manage Call Forwarding Busy Call forwarding is a phone management feature that redirects incoming calls to an alternate number, such as a cell phone, home phone, or a colleague’s number. Call Forwarding Busy forwards calls when you are busy to the destination … Read More
ProConnect User Portal – Call Forward Always
Home|Posts|Call CenterMENU Introduction 1. Call Forward Always 1. Manage Call Forwarding Always Call forwarding is a phone management feature that redirects incoming calls to an alternate number, such as a cell phone, home phone, or a colleague’s number. Call Forwarding Always forwards all incoming calls to a destination you choose. 2. Enable Call Forwarding Always To forward all incoming calls … Read More
Managing Agents from the Call Center
Home|Posts|Call CenterWhat you need to know: This article covers how to manage agents’ ACD states and silently monitor agent calls. MENU 1. Select Agents to Monitor 2. Agent Phone and ACD States 3. View Agent’s Details 4. Change agent ACD state 5. Silently Monitor Agent’s Call 6. Pick Up Agent’s Ringing Call 1. Select Agents to Monitor You can use … Read More
Managing Contacts from the Call Center
Home|Posts|Call CenterWhat you need to know: This article provides details on several Call Center Supervisor related topics. MENU 1. View Contacts 2. Organize Contacts 3. Search for Contacts 4. Manage Personal Contacts and Speed Dials 1. View Contacts Call Center allows you to select directories to display in the Contacts pane, show or hide directory contents, and select the order … Read More
Managing Calls from the Call Center
Home|Posts|Call CenterWhat you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started 1. Placing Calls, Answer and End Calls 2. Hold or Resume 3. Transfer Calls 4. Manage Conference Calls Getting Started This section describes the operations you can perform to make and manage calls. Your current calls are displayed … Read More
Managing Queued Calls
Home|Posts|Call CenterWhat you need to know: This article provides details on Call Center Supervisor’s capabilities. MENU 1. Queued Calls Pane 2. Monitoring Agents 3. Silently Monitoring 4. Changing Agent’s ACD States 5. Supervisor Barge-In 6. Managing Queues 7. Retrieving Calls from Queues 8. Night Service & Forced Forwarding 9. DNIS and Priority Queuing 1. Queued Calls Pane The Queued Calls … Read More