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Call Center Overview

Call Center enables admins to create and manage call queues, add call center members and choose the most effective call routing strategy for your organisation. Create separate escalation queues and view performance metrics for each queue and agent. Call Center also offers agents a single interface to log in, receive calls, view personalised metrics.

Getting started

Tip

For best performance, IP telecom recommends a clear cache/full browser reload when you first log in to the upgraded portal. Depending on your browser, either hold down Ctrl and press F5 or press Ctrl and click the Reload (refresh) button at the same time. ”

The new Call Center navigation on the left helps admins and users quickly move around the UI. Some features might not be displayed depending on your account settings.

  1. Clear browser cache.
  2. Log in to https://portal.hostedpbx.ie..
  3. Select Call Center from the Your Apps page.
  4. If you can't see Call Center in "Your Apps", go to the App Exchange and select it from all applications. Use the toggle to enable it and click save.

  • Queues: create and customise your inbound call queues
  • Members: add users from your hosted PBX account to the Call Center app
  • Queue Performance (PRO feature): monitor and view reports on queue activity
  • Agent Management (PRO feature): begin or end agent session, mark agents as ready or away
  • Agent Performance (PRO feature): monitor and view reports on agent activity
  • Call History: view basic call details, and a call summary
  • Settings: enable Pro features (if your account does not allow this, the toggle will be unavailable. Note: Enabling Pro feature is chargeable). Add away reasons and call dispositions for your account. Enable new agent workspace for all users.
  • About this app: in-app documentation for convenience

Permissions

Managers: for the queues they manage, managers can:

  • view agent and queue performance reports
  • toggle agent state on agent’s behalf
  • assign agents to queues
  • eavesdrop/whisper/barge for incoming and external calls
  • edit queues

Admins: have all the permissions of managers, but for all queues in the account; admins can also:

  • create and delete queues
  • set hosted PBX members as Call Center Agents
  • create/assign skill tags to agents
  • toggle call recording per agent
  • enable Pro features

User status and call drawer

The user status and call drawer are visible on each page. The status allows a user to select an agent state from a dropdown menu of Ready, Mark as Away, or End Session.

The call drawer pops out on the right of the window and allows a user to select their default answering device from a dropdown menu. When on a call, the call drawer presents call information to the agent, including Caller ID, Caller Name, which queue the call came from, hold time, and total call duration.

In the new Call Center, a user or admin can change the view settings for this space to a workspace. The original call drawer can still be used if preferred.