Overview Hunt Groups allow a defined group of users to handle incoming calls received by an assigned Hunt Group s phone number. Call Centers add another dimension by providing an automated answer for all calls, with customizable greetings, comfort messages, and hold music for the caller to hear while held in a network based queue until an agent (assigned user) is available to pick up the call. To complement the network based call queuing functionality, the Call Center service provides additional functionality: Expanded Call States - In addition to bounced calls, Call Center provides routing definition for overflow, stranded, and after hours calls. Supervisor Role - Provides the role of a supervisor that can monitor the status of agents, provide an emergency and escalation path for agents, participate as an agent to receive calls, move the position of callers waiting in queue, view the current activity in the Dashboard, and view reports. Software Clients - Web-based clients that allow agents and supervisors to log in to the Call Center, change status, click-to-dial, click-to-answer, put a call on hold, transfer the call, initiate a conference call, and access to company and personal phone directories. DNIS Support - Dialed Number Identification Service (DNIS) enables a Call Center to support multiple inbound phone numbers using the same routing logic. Each DNIS can have a unique Caller ID and announcement that allows the Call Center to know which number was dialed, which can be used to customize the greeting to the caller. Enhanced Reports Provides call statistics, detailed reporting about agent and supervisor activity, and DNIS level details. Feature Prerequisites Before the Call Center service can be used, the following conditions must be met: At least one 2-way DID must be assigned to the Call Center and active. A Call Center must be ordered and provisioned at each site where agents or supervisors are assigned. There must be at least one Call Center agent seat in inventory at the site. At least one agent must be assigned to the Queue and signed in as available. Note: User features such as Call Forwarding do not invoke on calls to users through the Call Center. All announcements and music on hold must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV
Table of Contents Overview... 1 Feature Prerequisites... 1 Log In... 4 Edit Call Center... 6 Profile Tab... 6 Call Center Info... 6 Distinctive Ringing... 7 How Do You Want Your Phones to Ring... 7 Call Center Queue Size... 8 Agent Settings... 8 Bounced Calls... 9 Assignments Tab... 10 Licenses Info... 10 Assignments... 11 DNIS Tab... 12 Display/Priority Settings... 13 Priority Settings... 13 Add/Remove DNIS... 13 Routing Tab... 15 Overflow... 15 Stranded Calls... 17 Stranded-Unavailable... 18 Comfort Bypass... 19 Forced Forward... 21 Holiday Service... 22 Night Service... 24 Announcements Tab... 26 Entrance... 26 Wait... 27 Comfort... 29 Hold... 30 Call Whisper... 31 2
Codes... 32 Disposition... 32 Default Disposition Codes... 34 Unavailable... 35 Default Unavailable Codes... 36 Reports... 37 Queue Stats... 38 Agent Stats... 39 Delete a Call Center... 40 Additional Help and Resources... 41 Getting Started with Your Service... 41 Returning Equipment... 41 Contact Us... 41 3
Log In 1. Go to the My Account portal at https://virtualcommexpress.verizon.com. Figure 1 Log In 2. Enter your User Name and Password. 3. Click Login. The My Account Home page appears. 4. Click the My Site tab at the top of the screen. 5. Select a site from the list on the left. The My Site dashboard appears displaying quick links. Figure 2 My Site 6. Click the Site Services tab at the top of the screen. 7. Click Call Center on the menu on the left. The Call Center screen appears. 4
Figure 3 Call Center 8. Select the Call Center you want to configure. 9. Click Edit. The Edit Call Center pop-up appears. 5
Edit Call Center The Edit Call Center screen has six tabs: Profile, Assignments, DNIS, Routing, Announcements, Codes, and Reports. If selections are not made on a tab, the default settings are in effect. Note: Assignment of agents on the Assignment tab is required for the Call Center to be operational. Assignment of supervisors is optional. Profile Tab Call Center Info Figure 4 Edit Call Center Profile Tab 1. Enter a Call Center name that is used to identify it on the Call Center screen under Site Services, as well as agent and supervisor screens. The default is the number. 2. Enter the Caller ID # that is used for outbound calls from this Call Center. This is the outbound caller ID name when an agent or supervisor selects this Call Center. 3. Enter the Extension used for internal dialing to the Call Center. 6
Distinctive Ringing 4. Expand the Distinctive ringing section. 5. Select Enable distinctive ringing to set a ring pattern on the phone when a Call Center call is presented to an agent. 6. Select Not used, Long-Long, Short-Short-Long, or Short-Long-Short from the Ring Pattern drop-down list. How Do You Want Your Phones to Ring 7. Scroll and expand the How do you want your phones to ring section. Figure 5 Edit Call Center Profile Tab 8. Select how you want your phones to ring: All at the same time, or One at a time. 9. If you selected One at a time, choose one of the following ring patterns: 7
Ring in a circular sequence Sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off. Calls can be advanced to the next agent after a defined number of rings with no answer, or if the agent is already on the line. Ring in the order of the Selected Number Sends calls to agents in the order listed by an administrator on the Assignments tab. Incoming calls go to the first available agent on the list. Calls can be advanced to the next agent after a defined number of rings with no answer, or if the agent is already on the line. Distribute calls evenly among phones The agent moves to the bottom of the call queue as calls are completed. The next incoming call goes to the agent who has been idle the longest. If an agent receives a call that was not directed through the queue, the call is not included in the receiving order for uniform calls. Calls can be advanced to the next agent after a defined number of rings with no answer, or if the agent is already on the line. Weighted Distribution of calls among phones Calls are distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive. Note: In the event that all idle phones were visited without answer, you can define how these bounced calls are handled. Refer to the Bounced Calls instructions below. Call Center Queue Size 10. Expand the Call Center queue size section. 11. Enter the maximum number calls (1 50) to be held in queue for this Call Center in the Queue Size field. If calls are received after the queue is full, those calls are considered overflow and follow the overflow rules set on the Routing tab. 12. Check Play ringing when offering call to play ringing to agents when calls are offered. If not checked, an agent s phone will not ring and only show caller ID information. 13. Check Reset caller statistics upon queue entry to reset caller statistics when a call enters the queue. The timer is used for distributing calls among agents and for bounced call treatment. Calls in a Call Center queue have a timer for the amount of time spent in the queue. If not checked, calls keep the same timer even if moved from one Call Center queue to another, or if bounced from one Call Center to another. Agent Settings 14. Expand the Agent Settings section. 15. Check Allow multiple calls per agent (call waiting on) to allow Call Center agents to receive additional calls while they are on a call. Applicable only if the agent has Call Waiting turned on. 16. Check Enable calls to agents in wrap-up state to allow agents to receive calls when they are in a wrap-up state. 17. Check Enable maximum wrap-up timer and enter a maximum time in minutes/seconds that agents may set their wrap-up times. The maximum time is 60 minutes. 8
18. Check Automatically set agent state to after call to force the agent to a specific state after a call. Select Available, Unavailable, or Wrap-up. 19. Check Automatically answer calls after waiting seconds and enter the number of seconds that that the Call Center automatically answers a call for an agent. Bounced Calls 20. Expand the Bounced Calls section. 21. Check After rings and enter the number of rings to bounce calls to the Transfer to number. If no transfer number is entered and active, the call is sent to the next available agent. 22. Check Transfer to and enter the number to which bounced calls are sent. If not checked, the call stays in the queue and continues ringing and bouncing until an agent or supervisor picks up the call or the caller hangs up. 23. Check If the agent becomes unavailable while routing to set a call as bounced if the agent becomes unavailable during the routing of a call. 24. Check Alert if call on hold for longer than seconds and enter the number of seconds before the agent receives an alert. The agent is alerted with a splash tone on their phone and a message in their web client that a call has been on hold for the specified number of seconds. This time should be set shorter than the bounced time period to allow an agent to answer the held call before it is bounced. 25. Check After being on hold by agent for longer than seconds and enter the number of seconds before the agent receives an alert. A call will be marked as bounced if it is on hold by the agent for more than the specified number of seconds. 26. Click Save to save all your changes on the Profile tab. You must save before going to another tab. 9
Assignments Tab Assign agents and supervisors to the Call Center. 1. Click the Assignments tab. Licenses Info Figure 6 Edit Call Center Assignments Tab 2. Review the Licenses Info for agents and supervisors. The Total and In Use licenses are displayed. Total - number of both agent and supervisor licenses that were purchased for the site. In Use - number of licenses that were activated. This number is updated when users are activated as agents or supervisors. 10
Assignments 3. Select the site you want from the Filter by Site drop-down list. Available Agents, Assigned Agents, and Assigned Supervisor for that site are displayed. Note: Users from other sites can be assigned as agents or supervisors in this site s Call Center. The user s site must also have a Call Center and available licenses for the user to be assigned. When these users are assigned a license, it is taken from their site s available license count. Figure 7 Edit Call Center Assignments Tab 4. Check Agent or Supervisor next to a user listed in the Available Agents section. This activates an agent or supervisor license and removes it from the available licenses. This step must be completed before a user can be added as an agent or supervisor to the Call Center. Note: An error message displays if you try to assign a license to a user if there are no Agent or Supervisor licenses available for assignment. You must place an order for additional licenses if more agents or supervisors are required. 11
5. Drag and drop agents from the Available Agents section to the Assigned Agents section to add agents to the Call Center. You can also remove agents by moving them back to the Available Agents section. 6. Drag and drop supervisors from the Available Agents section to the Assigned Supervisor section to add supervisors to the Call Center. You can also add supervisors as agents. You can also remove supervisors by moving them back to the Available Agents section. 7. Click Monitor to select agents for the supervisor to monitor. Monitoring allows a supervisor to view agent status in the web client, as well as monitor (listen in) on agent s calls. DNIS Tab 1. Click the DNIS tab. Figure 8 Edit Call Center - DNIS Tab 12
Display/Priority Settings You can choose to display the Dialed Number Identification Service (DNIS) to agents, which is called number information, instead of the calling name and number. This could be helpful to Call Centers that receive calls for multiple ad campaigns or support different companies that have different telephone numbers. The agent can identify which number was called and answer the phone appropriately. 2. Check Display DNIS number to agent instead of calling number, if applicable. 3. Check Display DNIS number to agent instead of calling name, if applicable. Priority Settings Calls in a Call Center are normally sent to agents in the order they enter the queue, based on the priority assigned to calls, and based on the Call Center or DNIS number they dialed. Priority ranges from 0 (highest) to 3 (lowest). Calls can be automatically given higher priority (promoted) if they are in a queue for a set amount of time. 4. Check the applicable box to promote calls from a lower priority queue to a higher priority queue and enter the threshold time in seconds: Automatically promote calls with priority 1 to priority 0 after seconds Automatically promote calls with priority 2 to priority 1 after seconds Automatically promote calls with priority 3 to priority 2 after seconds Add/Remove DNIS 5. Click Add to have additional telephone numbers directed to the Call Center and answered by the same group of agents. The Add DNIS pop-up appears. 13
Figure 9 Add DNIS 6. Enter a Name for the DNIS to identify the DNIS queue. 7. Select the 2-way Phone Number to assign to this DNIS queue. The drop-down list contains available Site numbers. 8. Enter the Extension number of the DNIS queue that can be reached by internal dialing. 9. Select a default Priority for calls to this DNIS queue: 0 - Highest, 1 - High, 2 - Medium, 3 - Low. 10. Enter a 10-digit Caller ID # to display to called parties instead of the DNIS phone number, if applicable. 11. Check Use Customer Caller ID Settings to create an optional custom caller ID name for this DNIS, if applicable. This name is used in place of the Primary Call Center Caller ID name. Enter a First Name and Last Name. 12. Check Allow outgoing call center call to enable agents or supervisors to select the Caller ID of the DNIS when making an outgoing call instead of their own Caller ID. 13. Check Use custom announcement to enable the customization of announcements for each DNIS queue. Refer to the Announcements Tab. 14. Click Save. The DNIS tab reappears. 15. Select a DNIS and click Edit to modify the DNIS. 16. Select a DNIS and click Delete to remove a DNIS. 14
Routing Tab The Routing tab allows configuration of call routing and handling for specific conditions: overflow, stranded calls, stranded-unavailable, forced forward, and night service. 1. Click the Routing tab. Overflow Figure 10 Edit Call Center Routing Tab/Overflow Overflow occurs when a greater number of calls are received than the size of the queue configured for a specific Call Center. 2. Select What Action to take from the drop-down list: Perform busy treatment caller hears a busy signal. Transfer to phone number - enter the phone number to which the caller is transferred (10-digit number or extension). Play ringing until caller hangs up caller hears ringing until they hang up and are not placed in the queue. 15
3. Check Enable overflow after calls wait seconds and enter the number of seconds to mark calls as overflow if they wait in queue more than the specified number of seconds. 4. Check Play announcement before overflow processing to enable an announcement to be played to overflow calls before they treated. This can be used to inform the caller what is happening to their call. 5. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 6. For custom announcements, enter a Description. 7. Click to delete a custom announcement, if applicable. 8. Click Save. 16
Stranded Calls A stranded call is a call that is being processed by a queue that has no agents currently signed in to the Call Center. The incoming call is placed in the queue and is handled as a stranded call. If an entrance message is enabled, it is played to completion before the call is handled as a stranded call. 9. Click Stranded Calls on the left. Figure 11 Edit Call Center Routing Tab/Stranded Calls 10. Select a treatment option for Stranded Call Settings: Leave in queue, Perform busy treatment, Transfer to phone number (enter a phone number), Night Service, Play ringing until caller hangs up, Play announcement until caller hangs up. 11. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 12. For custom announcements, enter a Description. 13. Click to delete a custom announcement, if applicable. 14. Click Save. 17
Stranded-Unavailable Stranded - Unavailable calls are in a staffed queue but all agents are unavailable. Two conditions trigger the configured policy action: An incoming call is received by a queue where all staffed agents are unavailable. If the mandatory entrance message option is enabled, it is played to completion before the policy action is applied to the call. One or more calls are waiting in a Call Center queue when it is determined that all staffed agents are unavailable. The policy action is applied to all calls in the queue. 15. Click Stranded-Unavailable on the left. Figure 12 Edit Call Center Routing Tab/Stranded Unavailable 16. Select a treatment option for Stranded-Unavailable Settings: Leave in queue, Perform busy treatment, Transfer to phone number (enter a phone number), Night Service, Play ringing until caller hangs up, Play announcement until caller hangs up. 17. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 18
18. For custom announcements, enter a Description. 19. Click to delete a custom announcement, if applicable. 20. Click Save. Comfort Bypass Comfort Bypass allows calls that are expected to be answered quickly to be provided with ringing or an alternate message instead of the normal comfort/music-on-hold treatments. 21. Click Comfort Bypass on the left. Figure 13 Edit Call Center Routing Tab/Comfort Bypass 22. Check Comfort message bypass on to enable the Comfort Bypass message. 23. Enter the number of seconds for ringing or a message to be played in the Bypass message when estimated time is less than seconds field. The bypass ringing/message is played to callers if the estimated wait of the oldest call in queue is under this time. If the estimated wait time for the oldest call in queue is longer than the time entered, the caller is treated with the normal comfort/music-on-hold settings. 24. Check Play announcement after ringing for seconds and enter the number of seconds after which you want an announcement played to callers. If not enabled, the caller only hears ringing. 19
25. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 26. For custom announcements, enter a Description. 27. Click to delete a custom announcement, if applicable. 28. Click Save. 20
Forced Forward Forced Forward is used to divert Call Center calls to a different number on a temporary or emergency basis. Calls in queue are not affected, but any new calls to the queue are forwarded. 29. Click Forced Forward on the left. Figure 14 Edit Call Center Routing Tab/Forced Forward 30. Check Forced forward on to enable forced forwarding. 31. Enter the Forward to phone number. This can be a 10-digit number or extension. 32. Check Allow feature access codes to configure forced forwarding. This enables the use of feature access codes to enable (*51) and disable (*52) the forced forwarding of calls to the Call Center by the supervisor. 33. Check Play announcement before forwarding to play the selected announcement when forced forwarding is enabled. You can play a default or custom announcement. 34. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 35. For custom announcements, enter a Description. 21
36. Click to delete a custom announcement, if applicable. 37. Click Save. Holiday Service Holiday Service allows a different treatment for calls during holidays as defined in Site Schedule. The Holiday tab under Site Services allows you to define start and end times for each day designated as a holiday. 38. Click Holiday Service on the left. Figure 15 Edit Call Center Routing Tab/Holiday Service 39. Select the Action to perform for calls during holiday hours: None, Perform busy treatment, Transfer to phone number (enter phone number). 40. Select the Holiday Schedule you want. 41. Check Play announcement before holiday service action to play the selected default or custom announcement before calls are treated for Holiday Service. 22
42. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 43. For custom announcements, enter a Description. 44. Click to delete a custom announcement, if applicable. 45. Click Save. 23
Night Service Night Service allows a different treatment for Call Center calls during non-business hours/night hours as defined in Site Schedules. The Schedule tab under Site Services allows the definition of business day start and end times for each day of the week. The time not covered by the business day schedule is considered non-business hours/night hours which is the time that Night Service is active, if enabled. 46. Click Night Service on the left. Figure 16 Edit Call Center Routing Tab/Night Service 47. Select the Action to perform during non-business hours/night hours: None, Perform busy treatment, Transfer to phone number (enter phone number). 48. Select the Time Schedule you want. 49. Check Force night service now regardless of business hours schedule to force immediate Night Service treatment. 24
50. Check Allow feature access codes to manually override night service to enable the use of feature access codes (FACs) to force the Call Center in to Night Service (*53) and out of Night Service (*54). 51. Check Play announcement before night service action to play a message before Night Service treatment is performed. 52. Select the Announcement to play mode: Normal or Manual. Manual allows you to upload and play a different announcement. 53. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 54. For custom announcements, enter a Description. 55. Click to delete a custom announcement, if applicable. 56. Click Save. 25
Announcements Tab Configure the announcements you want to play for different Call Center treatments. Note: Take advantage of professionally recorded messages for Entrance, Wait, Comfort, Hold, and Call Whisper announcements with Snap Recordings. Learn More. 1. Click the Announcements tab. Entrance Figure 17 Edit Call Center Announcements Tab/Entrance An Entrance message is the first message played for callers entering the Call Center queue to wait for an available agent. Optionally, it can be played to all callers before being sent to an agent or placed in the queue. 2. Check Play entrance message to play a message when there are no agents available and callers are placed in the queue to wait for an available agent. 3. Check Entrance message is mandatory when played to play the message for all callers, even when agents are available. 26
Wait 4. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 5. For custom announcements, enter a Description. 6. Click to delete a custom announcement, if applicable. 7. Click Save. The Estimated Wait Message (EWM) provides queue information to callers. When a new call is added to the call queue, the EWM is played after the entrance message and before any other announcement. If the entrance message is disabled and the EWM is enabled, the EWM is played. 8. Click Wait on the left. Figure 18 Edit Call Center Announcements Tab/Wait 9. Check Enable estimated wait message for queued calls to play a message with the estimated wait time or queue position to callers in the queue. This message plays after the Entrance message. 27
10. Select Announce queue position to announce how many callers are in the queue in front of the caller. Enter the maximum queue position (1-100) to play this announcement: Play message for callers in queue position or lower. Callers with a queue position higher than this number will not hear a message unless Play high volume message is checked. Check Play high volume message to play a high call volume message if the caller s queue position is higher than the maximum defined. -OR- Select Announce wait time to announce the estimated time a caller will wait in the queue before an agent is available. Enter the maximum time in minutes (1-100) before the message is played: Play message for callers with a wait time of minutes or lower. Callers with an estimated wait time longer than the maximum will not hear a message unless Play high volume message is checked. Check Play high volume message to play a high call volume message if the caller s queue position is higher than the maximum defined. Enter the number of minutes to be announced when the system does not have enough calls to calculate an estimated wait time: Default handling time minutes per call. This would be used for a Call Center start-up period or after periods with a low number of calls. This message will not be used after the system has gather enough call information. 11. Click Save. 28
Comfort A Comfort message is an announcement played to callers waiting in queue at a defined interval. It is intended to reassure the caller that their call will be answered soon. It is played after the Entrance and Wait messages, if enabled. If Music On Hold is enabled, it also plays before the Comfort Message, but the music is interrupted by the Comfort message at the defined interval. 12. Click Comfort on the left. Figure 19 Edit Call Center Announcements Tab/Comfort 13. Check Play comfort message to enable a comfort message. 14. Enter the time between comfort messages in seconds. 15. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 16. For custom announcements, enter a Description. 17. Click to delete a custom announcement, if applicable. 18. Click Save. 29
Hold Configure Music on Hold for callers waiting in the Call Center queue. Music on Hold plays after the Entrance and Wait messages, if enabled. It plays before the Comfort message, but is interrupted by the Comfort Message (if enabled) at its defined play interval. It continues to play between Comfort messages. 19. Click Hold on the left. Figure 20 Edit Call Center Announcements Tab/Hold 20. Check Enable music on hold to enable it. 21. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 22. For custom announcements, enter a Description. 23. Click to delete a custom announcement, if applicable. 24. Click Save. 30
Call Whisper A Call Whisper message is a short announcement that plays to the agent when they answer a call from the Call Center. This could be used to let them know that the incoming call is coming from the queue instead of a direct call to their extension, or to identify the specific Call Center that is routing them the call if they are an agent in multiple call centers. 25. Click Call Whisper on the left. Figure 21 Edit Call Center Announcements Tab/Call Whisper 26. Check Play call whisper message to enable it. 27. Select the Announcement Type: Default or Custom (upload a custom announcement). The Call Center supports up to four custom announcements that are played in order 1 4. The announcement must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV. 28. For custom announcements, enter a Description. 29. Click to delete a custom announcement, if applicable. 30. Click Save. 31
Codes Disposition Codes provide a way to track the outcome or status of a call by the Call Center agent. Agents may assign a Disposition Code during a call or when in a Wrap Up state for the most recent call. The codes can be used in reporting to see an overall view of disposition statuses or track historical trends. Default codes are system defined and can be customized. 1. Click the Codes tab. Disposition Figure 22 Edit Call Center Codes Tab/Disposition 2. Check Enable call disposition codes to enable agent use of disposition codes. A code selection box appears for the agent or supervisor. 3. Check Force use of call disposition codes to make use of disposition codes mandatory. 4. Select the initial default code from the drop-down list, if applicable. 5. Check Include default codes to utilize both default and custom codes. Uncheck to use only custom codes. 6. Click Save. 32
7. Expand the Default Code List. 8. Check Active next to the codes you want to be active. Uncheck Active next to the codes you do not want to be available for agents to select. Refer to the table below for a list of default disposition codes. 9. Scroll and expand the Custom Code List. Figure 23 Edit Call Center Codes Tab/Disposition 10. Click Add to create a new custom code. The Add Code pop-up appears. Figure 24 Add Code 11. Select a code # from the drop-down list. 12. Enter a description. 13. Click Save, then Close. The Add Code pop-up closes and the code appears in the Custom Code List. 33
Default Disposition Codes The following table lists all of the default disposition codes in the Default Code List. Code # Description 1000 Abandoned On Answer 1001 Appointment Scheduled 1002 Billing Question 1003 Callback AM 1004 Callback PM 1005 Callback Weekend 1006 Caller Hung Up 1007 Cancellation 1008 Change Request 1009 Complaint 1010 Complete 1011 Follow Up Required 1012 Incorrect Number 1013 Issue Resolved 1014 New Order 1015 Product Question 1016 Refund Request 1017 Reservation Complete 1018 Response to Advertising 1019 Sale Closed 1020 Sale Pending 1021 Software Error 1022 Supervisor Attention Required 1023 Technical Support Question 1024 Trouble Ticket Opened 34
Unavailable Unavailable codes are used to track reasons why Call Center agents go into an unavailable status, which removes their stations from the call queue and they do not receive calls. The codes can be used in reporting to see an overall view of unavailable statuses or track historical trends. 14. Click Unavailable on the left. Figure 25 Edit Call Center Codes Tab/Unavailable 15. Check Enable agent unavailable codes. A code selection box appears to agents or supervisors. 16. Select default codes for agent activities that put them in an unavailable status where they are unable to receive Call Center calls: Do Not Disturb Personal Calls Consecutive Bounces Not Reachable 35
17. Check Force use of agent unavailable codes with default code to select a default disposition code to be used when Forced Use is enabled, if applicable. 18. Click Save. 19. Expand the Default Code List. 20. Check Active next to the codes you want to be active. Uncheck Active next to the codes you do not want to be available for agents to select. Refer to the table below for a list of default unavailable codes. 21. Scroll and expand the Custom Code List. 22. Click Add to create a new custom code. The Add Code pop-up appears. 23. Select a code # from the drop-down list. 24. Enter a description. 25. Click Save, then Close. The Add Code pop-up closes and the code appears in the Custom Code List. Default Unavailable Codes The following table lists all of the default unavailable codes in the Default Code List. Code # Description 2000 Additional Disposition Time 2001 At Lunch 2002 Beginning of Shift 2003 Coaching 2004 Do Not Disturb 2005 End of Shift 2006 In Training 2007 Mentoring: Agent to Agent 2008 Mentoring: Supervisor to Agent 2009 On Coffee Break 2010 On Conference Call 2011 On Internal Call 2012 On Personal Break 2013 On Personal Call 2014 Other Work 2015 Technical Difficulties Note: Codes 2016-2049 are reserved. Codes 2050-2099 can be customized in My Site to meet business needs. 36
Reports The Reports tab displays up to 48 hours of historical data. 1. Click the Reports tab. Figure 26 Edit Call Center - Reports Tab 2. Select the Start Date and End Date for which you want to view queue/agent stats. 3. Click Queue/Agent Stats. The report for the selected dates opens (next page). 4. Click Refresh to display the current number of calls in queue. 37
Queue Stats The Queue Stats section provides overall queue metrics: Calls Abandoned (avg. in sec) - Average time callers spent waiting until they abandoned their call. Number of Agents Staffed (avg.) - Average number of assigned agents to the queue for the period requested. Number of Agents Talking (avg.) - Average number of agents in an active conversation for the period of time requested. Wait Time (avg. in sec.) - Average amount of time in seconds a caller is held in queue prior to agent answering. Busy Overflows - Number of calls that came in after the queue limit was met. Calls Abandoned - Total number of calls that were terminated by the caller prior to speaking to an agent. Calls Answered - Total number of calls answered by agents. Calls Timed Out - Total number of calls that remained unanswered and were forwarded out of the queue upon timeout. Calls Transferred - Total number of calls transferred out of the queue. Figure 27 Edit Call Center - Reports Tab/Queue Stats 38
Agent Stats The Agent Stats section provides agent specific metrics: Average Calls (min) - Average time in minutes the agent spends on calls from the queue. Calls Handled - Total number of calls handled by the agent. Total (min.) - Total amount of time the agent was busy handling calls out of the queue. Total Calls - The total number of calls the agent handled. Unanswered Calls - Total number of calls extended to the agent (phone rings) that were not answered. Hold Time (min.) - Total amount of time in minutes an agent locally held active calls on hold. Talk Time (min.) - Total amount of time in minutes an agent was actively talking on a call. Figure 28 Edit Call Center - Reports Tab/Agent Stats 39
Delete a Call Center 1. Click the Site Services tab at the top of the screen. 2. Click Lead Numbers on the menu on the left. 3. Select the Call Center you want to delete. Figure 29 Lead Numbers - Delete Call Center 4. Click Unassign. An order is placed to remove the billing for the Call Center service. 40
Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: https://customertraining.verizon.com/virtualcommtraining. Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at https://customertraining.verizon.com/virtualcommtraining. Contact Us Virtual Communications Express Support: 800 287 6235 Or visit https://customertraining.verizon.com/virtualcommtraining For questions on other Verizon products: 800 230 9800 2017 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.17 August 2017