General
The Contact Center Application is a CRM-based call management application that can be used to build, for example, an enterprise call center or call switching service. The application can be used to create multiple call groups for different service numbers and to define the exact agents responsible for the call groups. Agents can both receive and make calls through the application. The application can also be used in conjunction with the Contact Portal call portal.
Contact Center is currently available as a desktop version (Windows and Mac) and as an app for Android and iOS phones. To ensure the functionality of online calls, the recommended network speed is 200 Mbps for incoming traffic and 50 Mbps for outgoing traffic.
This guide provides a general overview of the application’s functions from the desktop view.
Downloading the Contact Center Applications
Contact Center has both desktop and mobile applications. The desktop version for PC can be downloaded by clicking this download link. The MAC version can be downloaded from this download link. Mobile versions for Android/iOS can be found in the guide Contact Center mobile application.
Desktop
The Desktop view serves as the front page of the application, where you can find the functions that the agent needs most for his work.
- Change mode. Agents can change their own mode by clicking on the button under the My Mode heading. The agent’s status determines whether the agent can receive calls – calls can be connected normally when the agent is in Active mode, but Busy and Away modes will move the call that has entered the call queue to the next in the queue.
- Other agents. The desktop displays other agents logged in, their status, and which call groups they belong to. This allows the agent to quickly see, for example, whether they can transfer a call to a particular agent. Agents can be filtered by call group, and agents that are offline can be displayed by clicking on the Offline heading.
- Callbacks. If there have been callbacks to call groups or an agent has missed a direct call of their own, these will appear under the Callbacks tab. The agent can call back directly by pressing the Call button and finally acknowledge the call as completed.
Call history
The Call History tab displays the history of calls made and received, as the name implies. For each call, the default display shows the time of the call, the direction of the call, the caller’s/caller’s phone number, the agent who answered/called and the call group. Clicking the arrow button at the bottom of the screen will also display additional information about the caller (/contact called) and call recordings if the call recording function is activated.
The history can be searched by contact phone number or agent username. If necessary, the search can be refined by call group or call direction.
Call forwarding
Outgoing calls are made from the Call tab. When calling, the agent can select his/her own personal number or a number from a call series as the number displayed as the caller.
If the contact has been called recently, you can also call the contact, for example, via the call history by clicking on the contact’s phone number.
Settings
The Settings tab allows you to manage the settings of the application. Each agent will see the My Settings and Voice tabs in the Settings, where the agent can adjust their personal settings, such as the language of the application, the behaviour of the application in different situations, and the voice sources used in calls.
In addition to the above, the main user can also see the other settings of the application, which can be used to configure, for example, the opening hours of call groups, the agents attached to the groups, the available modes for the agents, call outcomes and exception reports.