Premium

Click Call Center on the Options pane.

Click Call Centers under Basic.

Click Add Premium.

1) For Call Center ID, if this call center will have a DID assigned use that. If it will be extension only use the following format: <Enterprise number><Group Number>_<Extension>. Ex: 0000100004_2003 (enterprise number is 00001, group number is 00004, extension is 2003).

2) Enter a name for the call center in the Name box. This will not be displayed to the callers. Agents will see this name when joining call centers. For more information click Joining a Call Center.

3) For Calling Line ID Last/First Name, provide the name the call center will display on agent phones when they receive a call. Ex: Main Line, Support Line, Etc.

4) Set an initial password. This will be the password Supervisors will need if they wish to pull reports or use any 3rd party monitoring tools that connect to the call center.

5) Choose a Group Policy from the following:

Circular - Incoming calls hunt through agents in the order they appear on the list, starting with the agent following the agent to receive a call. When the search reaches the end of the list, it loops

back to the top and continues until it has tried all users.

Regular - Incoming calls hunt through agents in the order they appear on the list, starting from the top each time.

Simultaneous - Incoming calls alert all agents at the same time. The first agent to answer handles the call.

Uniform - Incoming calls hunt through all agents in order, starting with the agent whom has been idle the longest and ending with the agent whom most recently answered a call.

Weighted Call Distribution - Incoming calls are assigned to idle agents based on percentages you assign on the Call Center's Profile Weighted Call Distribution page.

6) In the Queue Length box, enter a limit for the number of calls the system keeps on hold, waiting for an available agent. To allow callers to leave the queue, check Allow callers to dial <X> to escape out of queue and specify the digit they need to dial. When the callers escape, they are sent to the voice messaging option for this call center. (Note: for this to function, you must assign the voice messaging service to the call center. For more information click Assigning Services to an existing group level service.

7) To enable Call Center External Reporting, check this box. Leave the CCRS box set to None. (Note: you will need to contact the support department to enable CCRS external reporting at the enterprise level).

8) Choose from the following:

To allow agents to join the call center to receive calls, check the Allow agents to join Call Centers box

To allow call waiting on agents, check the Allow Call Waiting on Agents box. (Note: this is not recommended as busy agents will still be delivered calls, and the queue function of the call center

will not kick in since agents will technically be available.

To enable delivery of calls to agents in Wrap-Up state, check the Enable calls to agents in wrap-up state box .

To restrict the time agents are allowed to spend on post-call activities, check Enable maximum ACD wrap-up timer and enter the time in minutes and seconds.

To automatically set agents' post call state, select Automatically set agent state to <ACD State> after call and select the ACD State from the drop-down list. If you selected Unavailable, also select

the Unavailable Code from the drop-down list.

To answer calls automatically after a specified amount of time, check Automatically answer calls after waiting <X> seconds, and enter the amount of time in seconds in the text box.

9) Click OK to save changes.

You will be returned to the Call Centers Add page. Click the name of the call center you just created.

Click Addresses.

1) If a DID will be assigned, use the drop down menu and select it. If extension only, skip this step.

2) Enter the extension of the call center.

3) Click OK to save changes.

You will be returned to the Profile page for the call center. Click Agents.

1) Click Search to populate the list of Available Agents.

2) Select the agents you wish to add to this call center. (Note: If no agents populate, you may need to assign the correct Call Center Agent license to users in this group. For more information click Assigning Services to an existing User.

3) Click the Add button to move the agents from Available to Assigned.

4) The order of this list will matter if you chose a Group Policy other than simultaneous. You can select the agent in Assigned and use these buttons to change the order.

5) Click OK to save changes.

You will be returned to the Profile page for the call center. Click Supervisors.

1) Click Search to populate the list of Available Supervisors.

2) Select the supervisor(s) you wish to add to this call center. (Note: If no supervisors populate, you may need to assign the correct Call Center Supervisor license to users in this group. For more information click Assigning Services to an existing User.

3) Click the Add button to move the agents from Available to Assigned.

4) Click Apply to save changes and remain on this page.

Click on the Assign Agents tab.

1) Use the drop down menu to select the specific Supervisor you wish to assign agents to.

2) Click Search to populate the list of Available Agents.

3) Select the agents you wish to assign.

4) Click Add to move the agents from Available to Assigned.

5) Click OK to save changes.

You will be returned to the Profile page for the call center. Click Announcements.

The first tab is the Entrance Message tab.

1) If you would like callers to hear an entrance greeting, check the Play entrance message box. If this greeting should be played to completion even if an agent is available to take the call, click the Entrance message is mandatory when played. This will prevent half the greeting playing and and agent then receiving the call mid greeting.

2) Click the Custom button to load a customer greeting from your PC.

3) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file for mated correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

4) Click Apply to save changes and remain on this page.

Click Estimated Wait Message tab.

1) To enable estimated wait message for queued calls, click this box.

2) Choose one of the following:

To announce their position in the queue to callers, check Announce Queue position and in the Play message for callers in queue position <X> or lower text box, enter the maximum queue

position to play this announcement to. The number must be from one through 100.

To play the high volume announcement to callers whose position in the queue is higher than the configured maximum, check Play high volume message.

To announce their approximate waiting time to callers, check the Announce wait time and in the Play message for callers with wait time of <X> minutes or lower text box, enter the maximum

waiting time (in minutes) during which the message can play. The number must be from one through 100.

To play the high volume message to callers whose estimated waiting time is longer than the configured maximum, check Play high volume message.

In the Default handling time text box, enter the estimated handling time per-call (in minutes) to use when calculating the waiting time.

NOTE: The estimated waiting time = ([position in queue * average call handling time] / [number of agents available or wrap-up]). The default handling time is used when the

average call handling time is not available.

3) Click Apply to save changes and remain on this page.

Click Comfort Message.

1) To enable comfort message, click this box.

2) Enter the time in seconds the comfort message should play.

3) Click the custom button to load a greeting from your PC.

4) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

5) Click Apply to save changes and remain on this page.

Click Music On Hold Message.

1) To enable Music On Hold for queued calls, click this box.

2) Click the custom button to load a greeting from your PC.

3) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

4) Click Apply to save changes and remain on this page.

Click Call Whisper Message.

1) To enable Call Whisper Message for queued calls, click this box.

2) Click the custom button to load a greeting from your PC.

3) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

4) Click OK to save changes.

You will be returned to the Profile page for the call center. Click Routing Policies on the Options pane.

Click Forced forwarding under ACD.

1) If there is an emergency or power outage and the agents are not able to receive queue calls, you can temporarily set Forced Forwarding on.

2) Enter the phone number or extension you wish to sent new call center calls. (Note: You can prefix it with feature access codes to give more functionality. For more information

click Feature Access Codes.

3) If the "Allow feature access codes to configure forced forwarding" option is checked, agents and supervisors can enable/disable Forced Forwarding from their phones instead of having to log into the Broadsoft web portal.

4) You can choose to play a greeting alerting callers that their call is being forwarded. Choose Custom Greeting if you want to load a greeting from your PC. Alternatively you can leave it to system default.

5) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

6) Click OK to save changes.

You will be returned to the Routing Policies page. Click Holiday Service under ACD.

1) For the Action, select from the following:

None - no changes from normal call queuing will take place during holidays.

Perform busy treatment - Callers will hear a busy tone or if Call Forwarding Busy as been added to the call center this option will take over. For more information

click Assigning Services to an existing group level service

Transfer to phone number/SIP-URI and then enter the phone number or extension in the text box. (Note: You can prefix it with feature access codes to give more functionality. For more

information click Feature Access Codes)

2) From the Holiday Schedule drop-down list, select the holiday schedule. (Note: if only None shows up, you need to add a holiday schedule to this group. For more information click Time Schedules)

3) If you would like a greeting played before the holiday service action from #1 is performed, click this box. Choose Custom to load a greeting from your PC. Alternatively you can leave it to the system default.

4) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

5) Click OK to save changes.

You will be returned to the Routing Policies page. Click Night Service under ACD.

1) For the Action, select from the following:

None - no changes from normal call queuing will take place during night service.

Perform busy treatment - Callers will hear a busy tone or if Call Forwarding Busy as been added to the call center this option will take over. For more information

click Assigning Services to an existing group level service

Transfer to phone number/SIP-URI and then enter the phone number or extension in the text box. (Note: You can prefix it with feature access codes to give more functionality. For more

information click Feature Access Codes)

2) Use the drop down menu to select the time schedule that night hours will be disabled. If this mode is not needed, select Every Day All Day and the call center will receive calls as normal 24/7. Otherwise specify a business hours time schedule and the night service action selected in #1 will be active outside of that time schedule. (Note: if only Every Day All Day shows up, you need to add a time schedule to this group. For more information click Time Schedules)

3) If you would like an announcement played for callers whom enter the queue during night service mode, check this box. Normal announcement should be used. Click Custom to load a greeting from your PC. Alternatively, you can choose to use the system default.

4) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

5) Click OK at the top of the page to save changes.

You will be returned to the Routing Policies page. Click Bounced Calls under Queue.

1) Check or uncheck Bounce calls after <X> rings and then enter the number of rings after which to bounce the call.

2) Check or uncheck Transfer to phone number/SIP-URI and then enter the number or extension to which to transfer calls. (Note: You can prefix it with feature access codes to give more functionality. For more information click Feature Access Codes)

3) Specify whether or not to bounce calls to an agent whom becomes unavailable.

4) Check or uncheck Alert agent if call is on hold for longer than <X> seconds and enter the number of seconds after which to alert the agent about the held call.

5) Check or uncheck Bounce calls after being on hold by agent for longer than <X> seconds and enter the number of seconds after which a held call should be bounced.

6) Click OK to save changes.

You will be returned to the Routing Policies page. Click Comfort Message Bypass under Queue.

1) Enable this setting if you want to bypass the comfort message if the call center queue wait time will be shorter than the default comfort message wait time.

2) Choose the in seconds you want this option to bypass the comfort message. (Note: this should be set lower than the time between comfort messages).

3) You can choose to play a new comfort message if the call has been ringing an agent whom is not answering after <X> seconds.

4) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

5) Click Ok to save changes.

You will be returned to the Routing Policies page. Click Overflow under Queue.

1) For Action, select from the following:

Perform busy treatment - Callers will hear a busy tone or if Call Forwarding Busy as been added to the call center this option will take over. For more information

click Assigning Services to an existing group level service

Transfer to phone number/SIP-URI and then enter the phone number or extension to transfer the calls. (Note: You can prefix it with feature access codes to give more functionality. For more

information click Feature Access Codes.

Play ringing until caller hangs up.

2) Check this box if you want overflow setting enabled.

3) Enter the number of seconds a caller will wait in the queue before the over flow settings in #1 take action.

4) This is optional, but you can have the system play an announcement prior to the overflow action.

5) If checked the box in #4, click Custom to load an announcement from your PC. Alternatively you can leave it set to default for the standard overflow greeting provided by the system. Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

6) Click OK to save changes.

You will be returned to the Routing Policies page. Click Stranded Calls under Queue.

1) For Action, select from the following:

Leave in queue.

Perform busy treatment - Callers will hear a busy tone or if Call Forwarding Busy as been added to the call center this option will take over. For more information

click Assigning Services to an existing group level service

Transfer to phone number/SIP-URI and then enter the phone number or extension to transfer the calls. (Note: You can prefix it with feature access codes to give more functionality. For more

information click Feature Access Codes.

Night Service - follow the established night service function

Play ringing until caller hangs up

Play announcement until caller hangs up

2) if "Play announcement until caller hangs up" is chosen, click custom to load a greeting from your PC. Alternatively you can leave the system default announcement.

3) Click Choose File and browse to this file. It must be in WAV format, U-Law, 8000 hz mono. If you need help getting the file formatted correctly, click Audacity - How to properly form a broadsoft acceptable WAV for greetings.

4) Click OK to save changes.

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