When an incoming call pops-up, you will see who is calling and you are able to pick-up, ignore or transfer the call directly. They are interconnected and can all be managed from one central location. for each department or regional office) or hundreds of UCC’s (e.g. An UCC can be visualized as a contact center “micro service”. Agents can belong to one or several UCCs and can have multiple skills (competencies). Each UCC has its own settings, IVR menus and Agents. Incoming Calls can both be directly or via the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Only visible and usable if there is an incoming call or a call in progress. The workflow can be found in the section "Transfer". With Transfer, you can transfer a Call to another person. Only visible and usable if there is an incoming Call or a Call in progress. With the Disconnect button you can disconnect a current dialogue or reject an incoming dialogue. Otherwise grayed (even if there is a Hold Call). Only visible and usable when a call is in progress. Otherwise grayed.Ĭlick to put the call on hold. Only visible and usable if there is an incoming call.
With the Accept button you can accept an incoming dialogue. The following describes what functionality they have. In the Call controls there a four buttons available. To find out which useful shortcuts there are, please see Shortcuts. The Attendant is fully controllable via a mouse, touch screen or keyboard combinations.
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