The specialised Call Centre functionality is available to departments who require advanced call management. This includes the facility to present callers with a menu that will allow them to choose the most appropriate option, and to direct inbound calls to particular staff members or numbers as needed. Management reports are available to monitor performance of the Call Centre and staff members can control all features via the software on their PC.
All staff members are provided with a high quality telephone that is integrated with the desktop software.
Getting started FAQs [pdf] - how to log on, change your status, put calls on hold and transfer calls.
Call controls [pdf] - detailed descriptions and functionality of the different call controls available within the Call Centre application.
Supervisor tasks [pdf] - guidance on monitoring call agents, viewing statistics and other tools available to Call Centre supervisors.