CONTACT CENTER SERVICES

Size: px

Start display at page:

Download "CONTACT CENTER SERVICES"

Chloe Cole
6 years ago
Views:

CONTACT CENTER SERVICES ACTIVATE DEACTIVATE TEMP ACCOUNTS IN IC BUSINESS MANAGER HUIT s Contact Center Service now provides new administrator self-service functions to help you manage service for

1 CONTACT CENTER SERVICES ACTIVATE DEACTIVATE TEMP ACCOUNTS IN IC BUSINESS MANAGER HUIT s Contact Center Service now provides new administrator self-service functions to help you manage service for your call centers. With the IC Business Manager client, customers with supervisor privileges have the ability to activate and deactivate temporary accounts that have been setup for each workgroup. The purpose of these temporary accounts is to meet peak periods of demand for business units by activating an account for agent use for a short period of time. Note that these temporary accounts will be charged monthly, once activated by the business unit supervisor. It is recommended that the supervisor keep these account de-activated and activate them only when required. Once the account is activated, it will be charged for that month, and each month that the account remains in an active state. Most workgroup temp accounts are in the format WorkgroupName Temp1. Some group naming conventions may vary. Requirements for use of this functionality include the following. Check with HUIT for additional details. An applied supervisor Contact Center license (given to all supervisors) Inclusion in the correct security group (applied to all supervisors) IC Business Manager client downloaded to your Window s machine Permissioned access to your work groups (given to all supervisors) Harvard Phone For additional information and user guides, visit our website at To report issues, contact the HUIT Helpdesk at or ITHelp@harvard.edu. IC Business Manager: Activate-Deactivate Temp Accounts To Activate a Temp Account: 1. Log in to the IC Business Manager client (for instructions click here): IC Business Manager Login. The IC Business Manager Workspace will open with default views: 1

Hit the Workgroup Details tab, then the Members tab (bottom left).

2 2. If you have not yet created a View for your Workgoup Details do so now. Click File, New, View. 3. Choose Workgroup Details and hit OK. 4. Hit the Workgroup Details tab, then the Members tab (bottom left). The members of your groups will be shown, including your Temp Accounts (note Temp accounts may be named something different, such as Groupname Tech 1). 2

3 You will notice the Temp accounts and their status in the Activated column to the right. A green check indicates the account is activated. A red X indicates the account is de-activated. 5. To activate an account, click on the Temp user account you wish to activate and right click. Click Manage User Activations. 3

4 The available workgroups for this account will show. 6. Click on the workgroups you wish to activate for this account. In most cases you will want to active all the workgroups for that account so the user agent will have full access to the workgroups he or she participates in. 7. Click the Add button to move the workgroups to the right selected window. Then Hit OK. The Temp account will now show Activated with a green check mark in the Activated column. 4

The Temp account is now ready for use by the agent. For Temp user login instructions click here: Temp User Login Instructions. To De-Activate a Temp Account: 1.

5 The Temp account is now ready for use by the agent. For Temp user login instructions click here: Temp User Login Instructions. To De-Activate a Temp Account: 1. To de-activate an account, click on the Temp user account you wish to de-activate and right click. Click Manage User Activations. 2. Click on the workgroups from the right hand column that you wish to de-activate for this account. In most cases you will want to de-active all the workgroups for that account so the user agent account will be fully deactivated (note if the account is activated for any one workgroup, the account will be charged for that month). 5

6 3. Hit the Remove button and Hit OK. The Temp account is now de-activated and will now show In Active with a red check mark in the Activated column. 6

WebEx- Enabled Telepresence Scheduling Guide

WebEx- Enabled Telepresence Scheduling Guide NOTE: In order to use this service, you will need to have a WebEx account and a TMS account. Your TMS account is your Harvard Key login, and soon the WebEx