Topic
This article discusses the Call Center feature in Cytracom UCaaS
Environment
- Cytracom UCaaS
Description
What is Call Center?
The Call Center feature allows inbound calls to be placed in a queue, allowing customer management of calls on hold.
The Details section allows you to define the incoming caller ID that will appear on the agent's devices and allows you to let a caller enter the queue when no agent is logged into it. Finally, you can choose to let an agent receive a call even though he is already on the phone.
There are a few different ring strategies that customers may choose from as calls come into their queue: Top Down Ring All, Round Robin, Least Recent, Fewest Calls, and Random.
'The While Caller is Waiting' section allows the customer to:
- play messages for their callers on hold
- set how often hold messages play
- exit the queue by pressing 0, with an announcement of their hold time
- request a callback by pressing 1
Under the Agents Assigned to this Queue section, agents can be assigned to a queue and even placed in a specified order.
How to get Call Center
Call Center is a feature that can be added to any customer's plan for a per-user monthly fee. Contact account management to add this to an existing plan.
Setting up a Call Center Queue
Below is a screenshot for setting up a new Queue.
Once Call Center is active on the account, there are several different views/reports that are available:
Call Queue Detail
Queue Performance Report
Agent Performance Report
Please contact a System Administrator with any questions.
Still have questions? Click here to learn how to contact Cytracom Technical Support.