Basic

Click Call Center on the Options pane.

Click Call Centers under Basic.

Click Add Basic.

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_2001 (enterprise number is 00001, group number is 00004, extension is 2001).

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.

7) 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.

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. WIthout this box checked, only a Broadsoft Group Admin can join agents to a call center.

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.

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 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 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 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) This step is optional. If you want to have a different music on hold for internal employee calls to this call center, you can set it up here. If every caller should hear the same music on hold you can skip this step.

5) Press OK to save changes.

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

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.

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