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Manage Calls in Call Center Client

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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:…

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….

Assign Disposition Codes

Disposition codes enable you to “tag” calls with comments, results, and so on. More than one disposition code can be…

Generate Call Trace

Call Center allows you to generate a trace on active, held, released, or missed calls….

Record Calls in the Call Center Client

With the Call Center client, you can record calls manually or have the system automatically record your calls. Depending on…

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….

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…

Start & Manage Conference Calls in the Call Center Client

[ht_message mstyle=”alert” show_icon=”true”]NOTE: To start conference calls, you must have the Three-Way Call or N-Way Call service assigned.[/ht_message]…

Call Types

Call Types define different types of calls measured in call center statistics….

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…

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….

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…

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…

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…

Call Center Supervisor – Manage Calls in Queues

You can group or ungroup queued calls by their priority bucket….

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