Welcome to Hosted Voice Call Center
Welcome to the Hosted Voice Call Center User Guide! Hosted Voice Call Center is a customizable virtual contact center solution....
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Call Center User Guide
Hosted Voice Call Center offers expanded call center functionality for call agents who answer incoming calls within a queue.
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Hosted Voice Call Center Features
The Hosted Voice Call Center module offers the following features: Agent Queue Status – Use the web portal to view... -
Getting Started
The Getting Started section covers the following topics: Accessing the Hosted Voice Portal Working with the Call Center Dashboards -
Accessing the Hosted Voice Portal
To use the Call Center module, you must first log in to the Hosted Voice Portal. Open a web browser... -
Working with the Call Center Dashboards
Depending on your job role, user scope permissions, and call-queue assignment, you will have access to one or more Call... -
Call Center Agent Tasks
Call Center Agents can use the Call Center Agent dashboard to carry out various call center-related tasks during their workday.... -
Navigating the Call Center Agent Dashboard
The Call Center Agent dashboard shows detailed call-center activity for the individual call agent. If you are logged in as... -
Working with Agent Call Queues
The MY QUEUES section of the Call Center Agent dashboard displays a list of Call Queues to which an agent... -
Setting Agent Availability Status
Call Center agents can use star codes on their phones or use the Call Center Agent dashboard to change their... -
Custom Call Center Agent Status
Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as “lunch”, “break”, and “available”. A...