Call Center

If enabled in the Telephone system user profile, Call Center features are visible and can be controlled from the Tray Menu, AppBar or Call Toolbar.

Note: Call Center features always requires UCx Integrator Cara UNITE user license.

Tray Menu / AppBar Call Center settings

Select Queue membership and Agent availability status:

Agent states are configurable in Telephone system Call Center settings.

Agent Status in Presence Window

A user can see the status of Call Center Agents in the Presence Window

Call Toolbar Call Center settings

Queue Membership and Queue Information

The Call Toolbar displays the following Call Center queue information:

• Which queue(s) the agent is assigned to (indicated by the check box).
• Number of agents configured within the queue.
• Number of agents currently available to take a call.
• Expected wait time for callers currently in the queue.

Agents may join or leave a queue using the check box on the left-hand side.

Note: Call queue statistics are provided directly from the Telephone system platform.

 

Agent Availability

Select agent availability status:

Agent states are configurable in Telephone system Call Center settings.

 

Assistance

Select "Assistance" while in a call to escalate to a supervisor defined in the telephone system.

Note: This action simply sends the #83 feature code.

 

Call Outcome (Disposition)

An Outcome code can be set while the agent is in a call from a Call Center queue or in "Wrap-up" status.

The Outcome codes are configurable in the telephone system. Example shown below:

 

Outgoing Number

Allows the agent to select the outgoing DNIS presented to the called party. This can be set manually by selecting a number from a drop-down list from the toolbar:

Refer to "Automatic Number Presentation" for further details.

Note: The Outgoing Number feature requires the Telephone system Premium Call Center DNIS service.

 

Features available by Call Center type

Feature/Call Center type	Basic	Standard	Premium
Join queue	Yes	Yes	Yes
Availability	No	Yes	Yes
Queue stats	No	Yes	Yes
Assistance	No	Yes	Yes
Disposition/Outcome codes	No	No	Yes
Outgoing Number	No	No	Yes

 

Feature visibility

Toolbar features availability is dependant upon:

1. The UCx Integrator user license type assigned – Call Center features always require UNITE user license.

2. The Telephone system Call Center services assigned to the user.

3. The queue type associated with the active call.

 

Protocol support

Toolbar agent features are available with XSI over both HTTP/S and CTI protocols.

Note: Agent features are not available when using UCx Integrator in UC-One mode.