Call Center Overview

The Call center application enables Hosted SIPT users to interact in real-time with Call Centre queues. It will also allow users using the Call Centre Supervisors add-on to supervise queues.

The Call Centre functionality available to you depends on your Call Centre function (agent or supervisor), the types of queues you are staffing or monitoring, in addition to your own services and settings. At least one supervisor must be assigned in order to use this feature.

Both agent and supervisor applications allow:

• Efficient call handling and automatic call distribution (ACD) state management by agents
• Integration of online directories with Click-To-Dial capability
• Real-time monitoring of agent and queue activity by Call Centre supervisors

Agent App Features

The Agent App allows a user to view ACD queues they are assigned to, functions that can be performed include:

• See number of queued calls
• Number of agents logged into the queue
• See estimated wait time
• See longest wait time
• Change their ACD and presence state
• Request a supervisor to join the call
• View agent directories and users within
• Make calls directly from the App
• View call history
• Exchange messages with other App users