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Call Center Overview

Choose the most effective call routing strategy for your needs using Call Center. Create separate escalation queues, view metrics for each queue and each agent. Call Center gives agents a single interface to log in, receive calls, view personalised metrics and so on.

Key features

Queue setup | Queue routing | Manage agents | Queue manager

Accessing Call Center

  1. Log in to Hosted PBX.
  2. Select Call Center from the Your Apps page.

Note

If you can't see Call Center in "Your Apps", go to the App Exchange and select it from all applications. Use the slider to enable it and click save. If you cannot select it, contact IP Telecom support.

From the dashboard you review realtime call center activities for the current session on each call center queue. Agents can login and out of the queue from the call center app, see Agents. Managers can manage active queues or create queues. For more information about setting up and managing queues, see Queues.

Dashboard

Summary of permissions

There are three levels of permissions in Call Center that determine what you can view and what actions you can take within the application.

  • Admins: administrators on the whole account can see everything, even if they aren't members of any queues.
  • Agents: can see the queues that they are members of, but when they open them they can only see their own status.
  • Managers: People who are managers of a queue can see the status of everyone in that queue.
View Icon Admin Agent (agent-only user) Manager (of specific queue)
Queues queue tick tick tick
Members member tick
Actions Admin Agent (agent-only user) Manager (of specific queue)
Create queue tick tick tick
Modify queue (cog icon) tick tick
Delete queue (cog icon) tick