User Manual

This manual is for the people who use the application every day. It shows, one screen at a time, how a manager sets up the contact center and how an agent and a supervisor work in it. Every page has at least one short screencast recorded against a fully configured demo site, so you can watch the clicks before you try them.

The other sections of this site explain how the modules are built and how to install them. Start here if you want to know what a screen does and how to use it.

Who does what

You are...	You usually...	Start with
Administrator	Enable features, connect the phone and SMS providers, grant roles.	Phone and SMS setup
Manager	Build contacts, subjects, subject flows, campaigns, queues, entry points, IVR menus and dialer profiles, then load work.	Contacts
Agent	Signs in to queues and campaigns, takes and places calls, works activities, and answers messages.	Agent workspace
Supervisor	Watches the live dashboard, helps on live calls, handles shared voicemail, and reads reports.	Live dashboard

Where things are in the menu

Almost everything lives under Interaction Center in the admin menu.

Menu	What you find there
Interaction Center > Activities	The agent's own list of work to do.
Interaction Center > Contacts	Every contact record.
Interaction Center > My workspace	The agent's live desk: presence, offers, the active call and recent work.
Interaction Center > Live dashboard	The supervisor's real-time view of queues and agents.
Interaction Center > Shared voicemail	Voicemail left for a queue rather than one person.
Interaction Center > My voicemail greeting	The greeting callers hear when you miss a call.
Interaction Center > Management	The manager's setup screens: subject flows, dispositions, campaigns, load activities, bulk activity management, queues, skills, business hours, agent states, entry points, voice media, dialer profiles, extensions and channel endpoints.
Messaging	The shared SMS inbox, broadcasts and message templates.
Reports	Every report, grouped by category.
Settings > Contact Center	Recording rules, approved transfer numbers and secure data capture.
Settings > Communication	The phone provider and the SMS provider.

The pages in this manual

Building the CRM

• Contacts: create contacts, find them by phone number, import and export them.
• Leads, Accounts and Opportunities: keep prospects apart as leads, convert the ones that qualify, and group contacts and deals under accounts.
• Subjects: define what a call or message is about, inbound and outbound.
• Dispositions: the outcomes an agent can pick when work is done.
• Subject flows: what happens next for each outcome.
• Campaigns: group work for dialing and reporting.
• Channel endpoints: the phone numbers and SMS numbers you own.
• Cadences: automatic follow-up messages when a customer goes quiet.

Loading and managing work

• Load activities: create activities for agents, for the AI, or for the dialer.
• Automated AI SMS and voice: let an AI profile text or call your contacts.
• Activities: how an agent works, logs and completes activities.
• Managing activities in bulk: reassign, reschedule and change many activities at once.

Setting up the contact center

• Queues: where waiting calls and messages line up, and how agents are picked.
• Skills and agent entitlements: who may work which queue.
• Agent states: the reasons agents give when they are not ready.
• Business hours: opening hours and holidays.
• Inbound entry points and IVR menus: what happens when someone dials your number.
• Voice media: hold music and recorded prompts.
• Dialer profiles: preview, power and progressive dialing.
• Extensions: internal extension numbers for people.
• Contact Center settings: recording, transfers and secure data capture.

Working in the contact center

• Agent workspace: sign in, set your presence and take work.
• Placing and handling calls: dial manually, transfer, conference and wrap up.
• Voicemail: your greeting, your voicemail and shared voicemail.
• Messaging workspace: answer SMS conversations, transfer them and send broadcasts.
• Live dashboard: monitor queues and agents, and step into calls.
• Reports: read and export performance reports.
• Contact Center workflows: automate what happens on contact center events.

Phone tools

• Phone and SMS setup: connect the providers.
• Soft phone: the phone agents use to make and take calls.
• Browser extension and Windows app: install the phone and keep it running while you work.

About the screencasts

The screencasts are recorded on a demo site with sample data, at 1600×1000, and play in the page. They show real screens from the current version. The demo site is not connected to a live phone line or SMS provider, so tasks that need a call or a text in progress (answering from a queue, transferring, conferencing, supervisor listen and barge, sending messages) are described in text, and those pages say where the screencast stops.