MSx Managed Power Self Help Resources
Make Outbound Calls from the Call Center Client
With the Call Center client you can make calls to an ad hoc number, a contact from any of your contact directories, or a number from Call History. You can also specify the calling line identity to use for your outbound calls.
Hold, Transfer, and Camp Calls in the Call Center Client
This article provides instructions on how to hold, transfer, and camp calls in the Call Center Client.
Call Center Supervisor – Manage Calls in Queues
You can group or ungroup queued calls by their priority bucket.
Use Call Center Client to Answer & Manage Inbound Calls
With Call Center, you can answer calls manually or have your phone automatically answer incoming calls. Here's how:
Monitor and Barge In on Call Center Agent’s Calls
Call Center allows you to listen to monitored agents’ calls without being heard. You can listen in on selected agents for phone and ACD state monitoring.
Call Center Supervisor – Monitor Call Centers
As a Call Center Supervisor, you can select up to five call centers to monitor. You view the monitored call centers in the Queued Calls pane.
Enable Night Service Override or Forced Forwarding
Call Center allows you to manually override the current mode of operation and enable the Night Service and/or Forced Forwarding of calls for selected call centers.
Call Center Supervisor – Queued Calls Pane
Call Center supervisors can manage queued calls in up to five selected call centers and monitor calls in real time. You use the Queued Calls pane to manage queued calls under your supervision.
Escalate Calls to Call Center Supervisors
As a Call Center agent, you can escalate calls to the first available supervisor or to a specific supervisor. You can also make an emergency call, which quickly conferences an available supervisor into your call without placing the remote party on hold.
Start & Manage Conference Calls in the Call Center Client
NOTE: To start conference calls, you must have the Three-Way Call or N-Way Call service assigned.
Quick Reference – Managing Calls in Call Center
These tables provide a summary of the actions that you can take to manage calls in the Call Center Client.
Generate Call Trace
Call Center allows you to generate a trace on active, held, released, or missed calls.