1) How do I use Unite Call Center?
Using Unite Call Center is too much easy and user-friendly with the UI itself being
efficient enough to guide you how to set up a project for call forwarding. To get
accustomed with how Unite Call Center does call-forwarding for you, create a new
project with just a few clicks of mouse and keyboard strokes and experience the
ease of forwarding an incoming call to the desired Skype user by just pressing
the extension key.
Nevertheless, Unite Call Center is shipped with a sample project
already created for you with the main line having an extension set to the echo /
sound test service of Skype. Thus knowing how to use
Unite Call Center begins immediately after the installation of the product on your
computer.
2) What is a project in Unite Call Center?
A project describes the way an incoming call is routed to an agent on pressing an
extension. You can create a new project from the project menu or by pressing Ctrl+N.
Each project has a main line with the specified number of extensions (agents). The
user can specify different settings for each extension in different projects. You
can add new agents and delete existing agents as per your wish in a project.
So in a nutshell, a project is created to set up call forwarding extensions.
3) How to create a new project in Unite Call Center?
For creating a new project go to Project menu and click on New Project. You can
also click on the New Project button for this. For convenience, use the keyboard
shortcut Ctrl+N to create a new project. Whenever you create a new project the dialog
boxes will guide you through the process of creating it.
4) How to activate the project I just created?
For activating a recently created project, you can click the Activate Project button
on the toolbar. You can also go to the Project menu and just click the Activate
Project menuitem to activate the project. After you activate a project, the Activate
Project button gets disabled and the Deactivate project button gets enabled. This
way Unite Call Center keeps you informed whether any project is active at any given
time.
5) How can I edit a project which I have already set up?
You can edit the main line or any extension by just right clicking on it and then
going to the option that you wish to edit. It is so easy to edit things like welcome
message, the extension number of the agent, notification settings for the agent
etc. that any layman can do it. Whenever you edit a project, the Save Project button
on the toolbar gets enabled to prompt you to save the changes just made.
6) How do I add agents to my project?
You can add agents to your project by simply right clicking on the main line and
then going to the menuitem “Add extension Item”. While creating a new project, then
the “Add Extension Item” dialog box appears by itself after you add the welcome
message. If you want to add such a contact which is not there even in your Skype contacts, then this can
also be done by using the option “Search Friend”. Using this, you can add a new
contact to your
Skype account itself so that hence forth this contact will always appear
in your Friends list.
7) Can we add new Skype user from Unite Call Center?
What is the procedure for it?
Yes. You can add, in the agents list, those Skype users who are not there
in your friend list. For this select the “Search Friend” option from the “Add Extension”
dialog box. In the “Search and Add Skype Users” dialog box, you
can search for the desired Skype user from the database
of all the
Skype users and add this contact as a friend in your Skype friend list. Now you
can select the Add Agent option to add a new agent and this recently added contact
will appear in your Skype contact list.
1) How can I edit the settings that apply during the calls?
You can find all the settings in Menu-> Tools-> Options.
Under the General Settings tab, you can edit the general
settings such as the email id from which the notification
emails are to be sent, the client application port, whether
to start Unite Call Center with the system boot or not etc.
Under the Call Settings tab, you can edit the things
like delay to answer the incoming calls, delay to start the welcome message etc.
Under the Notifications tab, you can edit the settings for the
voicemail notifications. Here, you can set the recipient, the subject,
and the content of the email which is to be sent for the voicemail notification.
2) What is SSL and what is its use?
SSL stands for Secure Socket Layer. SSL is a security feature according to which
any email sent to the agent (or for that matter to the administrator) passes through
the Secure Socket Layer (SSL) thereby making the email communication more secure.
Thus it is recommended that you enable the SSL to be used for email communication.
Mails going through the SSL will provide you full security.
3) What are outbound calls?
As you know that inbound calls mean the incoming calls to the main line, outbound
calls mean just the opposite. Outbound calls are those calls which are going from
the main line to some person sitting outside the organization. Outbound calls are
always made to some PSTN number. For enabling outbound calls go to Tools->Options->Call
Settings and check the checkbox “Allow outbound calls”. Outbound calls facility
is only for the agents of the organization. A customer calling the main line from
outside the organization does not have the facility to make outbound calls.
4) What is the use of default email setting?
Default email setting means that you can set these settings once and then use the
settings for whichever agent you want. For each agent, you can specify the notification
settings either individually or use the default settings. The default settings are
very much useful in case you want to acknowledge some higher authority about the
voicemails an agent has received.
5) How to set and edit the notification settings for each individual agent?
To view or edit the notification settings for an individual agent, right click the
agent’s extension in the inbound calls flowchart and then click the edit menu-item
in the context menu. In the dialog box “Edit Extension-Notification Settings” you
can decide whether to use default notification settings for this particular agent
or to configure some individual settings for this agent.
6) What are the advantages of Group Management?
Group Management gives you the facility of calling more than one agent at the same
time. This facility has been provided for the administrator to contact a group of
agents collectively. For creating a group, click on the Groups tab on the right
side and then click the Add button. In the Add Group dialog box, you will see a
list of agents from which you can select the agents you desire to be in the group.
Thus, the advantage is that the administrator can contact a group of agents collectively.
1) What is Call Personalization?
Call Personalization is a concept using which a caller can directly connect to a
particular agent on calling the main line. If a call is personalized between a caller
and another personalized agent, then whenever this caller makes a call on the main
line, his call is directly routed to the personalized agent without pressing any
extension.
2) How to personalize a call?
To personalize a call, go to Tools->Call Personalization. In the Call Personalization
dialog box, click on “Add” button to add a new personalized call, select a row and
click on “Edit” button to edit an existing personalized call, and click “Delete”
button to delete an existing call.
3) Can I set up more than one personalized call for the same personalized agent?
Yes, you can have more than one caller for the same personalized agent. This means
that both those callers’ calls will directly be routed to the same personalized
agent when called on the main line.
1) Can I record a call using Unite Call Center?
Yes. Unite Call Center provides you the facility of recording all the incoming and
outgoing calls. By default each and every call is being recorded on the server side.
On the client side, you need to enable the call recording in order to record the
calls. For this check the checkbox “Automatically start and stop recording during
calls” under the “Call Recording” tab to start the call recording.
2) How can i find the recorded calls?
The recorded calls can be accessed in the server application in the area of “Recorded
Calls History” under the Management panel.
3) What if an agent is either offline or away?
Unite Call Center takes due care of not disappointing the caller even when the agent
being called is unavailable, by allowing the caller to leave a voicemail for the
agent. Whenever the agent logs back he can access, from the client application,
all the voicemails that were left for him. All voicemails recorded in this way are
also available on the server side for access by the administrator. The voicemails
are available for access on the server under the area of Voicemail Management. The
administrator can thus access all the voicemails.
4) How to keep track of all the calls?
The server application has an area called Call Management where the entire call-history
of each and every call is accessible. From here, the administrator can monitor all
the incoming and outgoing calls, the call timings, the call type etc. Other than
this, all calls are recorded by default at the server side. The administrator can
visit the section Recorded Calls History to listen to the recorded calls.
5) What is Line Management in Unite Call Center?
In Unite Call Center, the Line Management feature has been implemented to handle
more than one call at a time. If a new call arrives at the main line when one cal
is already active, then this call will gets handled provided there exist more than
one line.
6) How to activate multiple lines?
To start more than one line, go to Line Management. In the line management area,
a new line can be added by clicking the Add Line button. To start a newly created
line, just select that line by clicking it and then click the Start Line button.
Whenever you activate a project, the first line (named as main line) gets started
by default. This facility of multi-line-management works in an efficient manner
to handle more than one calls arriving at the main line simultaneously. When a new
call arrives, it is handled by that line which is currently free.
7) How does multi-line feature work?
When you add and start a new line, the application creates a new windows user and
logs into
Skype as this new user using the same Skype account which is used
for the main line. When an incoming call arrives, it gets handled by that line which
is currently free. This means that it actually gets handled by that particular windows
user.
8) How much time does it take for transferring a call to an agent?
With the efficient architecture with which Unite Call Center has been developed,
the call to any agent gets transferred almost instantaneously. However, the administrator
has the option to manually set any time delay in transferring the call if he wants.
The administrator can do this do this from Menu->Tools->Options->Call transfer timeout.
1) How to add a new agent?
To add a new agent, go to the Contacts area on the right side of the GUI. Under
the agents tab, click the Add New agent button to open the Add New Agent dialog
box. In this dialog box, you can see the list of Skype contacts of the currently
logged in
Skype user. You can select the Skype contact to be added
as an agent from the list. After this, the Skype contact so added will
appear in the agents list.
2) How to edit or delete an agent?
To edit or delete an agent, go to the Contacts area, select an agent and then click
the button “Edit Selected Agent” or “Delete Selected Agent” as per you requirement.
While editing agent, you also have the liberty to replace the selected agent with
another agent thus editing the agent at that position.
3) Can the administrator monitor how many agents are currently connected to
the server?
Yes the administrator has the liberty to keep a track on which agents are connected
to the server and which are not. In the server application, the list of currently
connected agents can be seen in the Extra’s Manager. When an agent gets connected
to the server the Extra’s Manager shows the Skype id of this agent, and
if an agent gets disconnected his Skype id gets disappeared from
the Extra’s Manager.
1) What will happen if no agent is available?
Unite Call Center again proves itself to be an excellent Call Center
system which gives the user the liberty to register a callback request
for an agent to which the agent can respond later on. When no agent is
available, the application can be put in callback mode. When the application
is in callback mode and a caller calls the main line then the welcome message
and all other messages are played as per the last activated project and the caller
can press the desired extension. On doing this a callback request will get registered
for the extension pressed by the caller. After logging in, the agent with this extension
will find the callback request in the client application. He can now attend this callback
request by calling the requester.
2) How to activate the callback functionality?
Unite Call Center provides you such an ease of using the Call
Center system that activating the functionality like callback
is just a click away for the user. All that you have to do is
just click on the Activate Callback button (which is a toggle
button) and the dialog box for Activate Call settings will appear.
The UI being so user-friendly, you can quickly finalize the Callback
settings from this dialog box. After activating the callback mode,
the Activate Callback button becomes Deactivate Callback button.
When you want to deactivate the callback mode, just click on the Deactivate Callback button.
1) How do I monitor all the voicemails?
In the server application, you can find all the voicemails in the Voicemail Management
area. On the right side in the window under the Management area, just click on the
Voicemail Management button to see the list of all the voicemails that have been
generated. From here, you can get all the details of voicemail like the caller’s
name & id, the receiver’s name & id, the call time, the voicemail duration etc.
2) Where in my HDD are the voicemails stored?
If you want to practically access the voicemail-sound files (which are wav files
in this case), you can go to the location C:->Program Files->Unite PBX->conf->voicemailbox.
You will find separate folders by the name of each voicemail-receiver here. Inside
every such folder, you can find the voicemail which was left for that particular
agent.
3) Can I edit the voicemail settings as per my wish?
Yes. You can edit the settings related to voicemail as per your own wish. For example,
to edit the default notification settings for voicemail, go to Tools->Options->
Notification Settings. Here you can edit the default settings for email notification
as well as chat notification. Other than this, you can edit the voicemail settings
for each agent individually. For this, right click on the extension of the desired
agent in the Inbound Calls flowchart and select Edit. After this, you can edit the
notification settings in the dialog box “Edit Extension-Notification Settings”.
4) Is there any way for the agents to receive the voicemail?
Yes. Each the agent will have a client application running on his system. Whenever
there is a voicemail generated for any agent, that agent will get the voicemail
in his client application. He can access all the voicemails that were left for him.
The client provides all the details of each voicemail like the time, duration voicemail
id etc.
1) What is Skill-based calling in Unite Call Center?
Unite Call Center provides you a unique facility of transferring the call automatically
to the next appropriate agent in case the agent being called is unavailable. In
Unite Call Center, skills can be assigned to every agent with any one grade out
of the three – High, Medium, and Low. If the caller presses the extension of such
an agent who is not available, then the call will automatically get transferred
to that agent whose Skill-grade is next to the former.
2) How to create new skills to be assigned to the agents?
To create new skills, go to Menu-> Tools -> Skills. In the Skill dialog box, you
can create new skills or edit the existing skills (if any). All these skills that
you create from here will be reflected when you want to create a new agent or edit
an existing agent. In case you have not added any skill and still attempt to add
a new agent to the agents list, you can add a new skill in this dialog box itself.
The Add Skill button has been provided below the Skill combo-box for you to add
a new skill.
3) How do I edit the skill I have already assigned to my agents?
For editing the skill of an agent, click on the desired agent in the agent list
on the right side and then click the Edit button. The Edit Agent dialog box gets
popped up from where you can edit the skill or the grade of the agent.
4) How does the skill-based calling work?
Skill based calling works by monitoring the skills assigned to the agents. When
a call attempts to arrive at the desk of an unavailable agent, then Unite Call Center
searches for such an agent whose skill is the same as the former but grade is just
next to the former. The call is then transferred to this “next-grade” agent. This
way, the Unite Call Center does not disappoint any caller if the agent he wants
to talk to is unavailable.
5) What if the agent receiving a skill-based transferred call is also not available?
Unite Call Center transfers a call to another agent based on the skill-grade of
the agent for whom the call was intended. In case of the next agent being unavailable
too, the same skill-based calling mechanism is applied for this agent too and again
the call is transferred to the agent who is next in skill-grade to the former. This
way the call keeps on getting transferred till all appropriate agents are done.
At the last, if no appropriate agent is found, then the caller is prompted to leave
a voicemail. This voicemail will be received by that agent whom the call was originally
intended for.
1) What is Skill-based calling in Unite Call Center?
To access the voicemails and other files like recorded calls, the agent can
simply log in to his client application and access all the voicemails that were
left for him. He can also find all the recorded calls information in the client application itself