https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/ Recent content in Call Centre Pro on Reseller Portal Hugo -- gohugo.io https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/overview/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/overview/ Overview # Customer support agents and managers can use the call centre app to create different call queues that define how calls are routed when a customer calls in. Key Features Queue setup | Queue routing | Manage agents | Queue manager Access Call Centre Log in to Hosted PBX. Select Call Centre from the Your Apps page. Document note If you can't see Call Centre in "Your Apps", go to the App Exchange and select it from all applications. https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/agents/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/agents/ Agents # Using the Call Centre app, agents can log in and out of their queue, mark themselves ready to take calls, and provide call resolution reasons to record call queue activity. Managers have some additional options, see Managers. Agent status Your status displays at the top right of your screen. This status setting is a global setting and applies to all queues. You can also set your default answering device here. https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/queues/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/queues/ Call Centre Queues # From the call centre app, you can set up and manage call queues to hold and route incoming calls depending on your business needs. Using queues, you can manage calls in the order they are received. Document note Only administrators can create and delete queues. Managers can edit them. Before you start Verify that your agents and members are listed with correct phone numbers Create a list of extensions to reserve for the call centre Decide on your “hold” message: music, message, or queue time Decide routing strategies and how agents should be assigned Adding a call centre queue Go to Apps > Call Centre. https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/managers/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/managers/ Managers # Using the Call Centre app, managers get an overview of how the queue performs. Managers can view each queue, with all agents listed and see how calls are being handled by agents and as a group. If an agent is assigned as a manager to a queue, they have some additional settings for that queue. Managers can perform the following tasks: Log agents out of a queue Assign agents and manager to a queue Document note https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/administrator/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/reseller-portal/en-gb/customers/voice/callcentrepro/administrator/ Administrators # Administrators have a few more permissions than agents or managers. See summary of permissions. The administrator can: Create a queue Manage members Delete a queue Adding or Removing Call Centre Members Only administrators can add or remove members using this method. Go to Call Centre. Click Manage Members On the Member Management pages, you can move available users into and out of the call centre as required.