Call Centre

If enabled in the Telephone system user profile, Call Centre features are visible and can be controlled from the Tray Menu, AppBar or Call Toolbar.

Note: Call Centre features always requires desktop client PREMIUM user license.

Tray Menu / AppBar Call Centre settings

Select Queue membership and Agent availability status:

Agent states are configurable in Telephone system Call Centre settings.

Call Toolbar Call Centre settings

Queue Membership and Queue Information

The Call Toolbar displays the following Call Centre queue information:

• Which queue(s) the agent is assigned to (indicated by the check box).
• Number of agents configured within the queue.
• Number of agents currently available to take a call.
• Expected wait time for callers currently in the queue.

Agents may join or leave a queue using the check box on the left-hand side.

Note: Call queue statistics are provided directly from the Telephone system platform.

 

Agent Availability

Select agent availability status:

Agent states are configurable in Telephone system Call Centre settings.

 

Assistance

Select "Assistance" while in a call to escalate to a supervisor defined in the telephone system.

Note: This action simply sends the #83 feature code.

 

Call Outcome (Disposition)

An Outcome code can be set while the agent is in a call from a Call Centre queue or in "Wrap-up" status.

The Outcome codes are configurable in the telephone system. Example shown below:

 

Outgoing Number

Allows the agent to select the outgoing DNIS presented to the called party. This can be set manually by selecting a number from a drop-down list from the toolbar:

Refer to "Automatic Number Presentation" for further details.

Note: The Outgoing Number feature requires the Telephone system Premium Call Centre DNIS service.

 

Features available by Call Centre type

Feature/Call Centre type	Basic	Standard	Premium
Join queue	Yes	Yes	Yes
Availability	No	Yes	Yes
Queue stats	No	Yes	Yes
Assistance	No	Yes	Yes
Disposition/Outcome codes	No	No	Yes
Outgoing Number	No	No	Yes

 

Feature visibility

Toolbar features availability is dependant upon:

1. The desktop client user license type assigned – Call Centre features always require PREMIUM user license.

2. The Telephone system Call Centre services assigned to the user.

3. The queue type associated with the active call.