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1 2012 C Page 1

2 Contents Getting Started emerge Dashboard Login... 3 Main Profile Screen... 5 Group Services... 5 Auto Attendant Overview... 7 Modifying Auto Attendant Settings... 7 Auto Attendant Modify Screen... 8 Auto Attendant: Business and After Hours Menu Business Hours Greeting Menu Options Menu Listings Creating a Time Schedule Setting up a Time Schedule for an Auto Attendant After Hours Menu Creating a Holiday Schedule Record/Change an Auto Attendant Greeting To Record or Change an Auto Attendant Greeting Business Hour Menu Attendant Greeting After Hour Menu From Outside Your Network Group Call Park Group Call Pickup Hunt Group Music on Hold/Video Voice Portal Modifying a Call Center Call Center Statistics Call Center Announcements System and Custom Announcements System Entrance message Estimated Wait Message System Periodic Comfort message System Music/Video on Hold Message Custom Announcements Page Page 2

3 Getting Started emerge Dashboard Login Follow the steps below to access the administration web interface and emerge dashboard login Step Action 1 Access 2 Select the emerge tab on website. 3 Scroll to Dashboard Log In- located on bottom right corner Page 3

4 4 Select your Location Note: If you choose the wrong location your username and password will not be valid. 5 The Log In screen will appear as shown below. The Log In website is web1.voip.fuse.net Note: Your administrator username and password will be provided on the day of installation by the emerge Training Specialist. The portal allows for complete control of all user and group level features. Group feature examples would be Auto Attendants, Hunt Groups, Call Centers, or Music on Hold. User feature examples would be Voic , Call Forward Settings, Simultaneous Ring, Broadworks Anywhere, or Remote Office. Note: Cincinnati Bell is responsible for the management, monitoring and repair of the network core infrastructure, network connectivity and Emerge equipment deployed at the customer premise. Any adds, changes, or moves requested after install through the Emerge Support or Customer Care group will be charged as a fee. Page 4

5 Main Profile Screen Once you have successfully logged in to the web portal, you will be at the administration Main Profile Screen. From this screen you have the ability to modify user settings and access all your primary Group services such as Auto Attendants, Call Centers, Hunt Groups and other group services. Throughout the administration portal each screen has a HELP option for more information about the current screen and the service being reviewed, added, or modified. Click on HELP to find out more about the current screen and modification options being viewed. Main Screen Example Group Services The following section will cover basic administration options for all Group Services. The available group services vary according to seat selection. Refer to the User Administration section to review which Group services are applicable for Basic, Standard and Premium Seat assignment. Some features may be available as an Add-on Features to the seat. Your emerge service includes a total of five hunt groups, five auto attendants, and five additional mailboxes. The following sections will show you how to add new and modify existing group services: Page 5

6 Auto Attendant Group Call Park CommPilot Manager Group Call Pickup Hunt Groups Voice Messaging Call Centers To access the Group Services Screen, from the Main Profile Screen, select Services listed under the Options menu as shown below: The available group services will appear. *Note this screen will vary depending on services ordered Page 6

7 Auto Attendant Overview The Auto Attendant is an automated receptionist who greets and routes calls on the main reception line, as well as, the phone extension of various departments in a company. It may be used in the place of a receptionist greeting, or in use for overflow calls. Special greeting prompts are customized and recorded for the company and individual departments (See page 23-24). Your company may have one or many Auto Attendants. It may be set up with a Dial by Name or Dial by Number directories. The Auto Attendant is assigned a telephone number and an extension. Each Auto Attendant includes business hours and after hours greetings for recording. You may record the greetings through The Company s Voice Portal or by uploading a wav file via the web interface. The Menu items are customized and may be viewed and changed via our web interface. Various options may be programmed for: Time of day Day of week Holiday Schedules Modifying Auto Attendant Settings Step Action 1 Click on Auto Attendant from the Group Services Screen 2 From your list of Auto Attendants select the one you wish to modify, Click Edit. Page 7

8 3 Click on Profile Auto Attendant Modify Screen From the Auto Attendant Modify screen you may perform the following: Change the Name of your Auto Attendant Assign a different Calling Line ID Select a Department assigned to the Auto Attendant Alter the Business and After Hours Menu Options The Auto Attendant Modify Screen is shown below. Note: All fields that are marked with an asterisk (*) are required. Page 8

9 Option Name Calling Line ID First Name and Last Name Department Description The name identifies the Auto Attendant and is found in the list of Auto Attendant(s). You may rename the Auto Attendant by typing a new name in the Auto Attendant Name text box. The Calling Line ID Names reflect the To: and From: displayed when calling the Auto Attendant number or extension. To change the Calling line ID of the Auto Attendant, simply type in the new name or number in the Calling Line ID First and last name Test box, can be alphanumeric. In order to select a Department, one must have been created when your service was configured. Note: To create a department, please call customer service to set up new departments and assign users to your department. Scope of Extension Dialing control Scope of Name Dialing Name Dialing Entries This determines whether the Auto Attendant can redirect callers by extension to any user in its Enterprise, Group or department. The option determines if the Auto Attendant can redirect callers by name to any user in its Enterprise, Group, or department Change how callers find users from your Dial by Name Directory, by searching first and last name entries.*groups may also be assigned by your service provider and are generally applicable as a way to identify multi-locations Page 9

10 Auto Attendant: Business and After Hours Menu To modify or add to your current Business and After Hours items. Click on the Business Hours or After Hours Menu. Once new items are added to the menu, the greeting will need to be changed to reflect the new additions for listening and selection. To set up/review access Auto Attendant > Business Hour Menu Business Hours Screen Business Hours Greeting To personalize your Business Hours greeting, follow the instructions to record your greeting by calling into the voice portal or, follow the instructions to upload.wav audio files. *The Auto Attendant example above reflects a.wav file uploaded into the system (see page 23-24). Page 10

11 Menu Options Enabling First level Extension Dialing box allows callers to enter the extension of the party they want to reach without selecting a menu option first. Enabling this feature makes the Auto Attendant more convenient for callers who already know the extension of the person they are trying to reach. *Reminder: When recording your Auto Attendant message make sure you state that extension dialing is an option in your recording. Menu Listings To modify your menu listings type in the desired menu listing under the Description column. Then select the desired action from the drop-down lists, the Action control offers the following choices. Choice Transfer with prompt Transfer without Prompt Description Plays the message, Your call is being transferred, please hold, and transfers the call to the specified number Transfers to the specified number without playing a prompt Page 11

12 Transfer to Operator Name Dialing Extension Dialing Repeat Menu Exit Plays the message, Please stay on the line while your call is transferred to the operator. The call is then transferred to the specified operator number Brings the caller into the automated name directory Prompts the caller for an extension, and transfers the user Replays the Auto Attendant greeting Terminates the call Note: When any Transfer Action is selected a phone number text box will appear under the Phone Number column. Click the Ok button to retain changes. Creating a Time Schedule Setting up a Time Schedule for an Auto Attendant After the menu items for the Business and After Hours are modified or created, time schedules can be set up for when the Business Hours and After hours menus selections are available and greetings are played. Every Day All Day is the default setting and will play the same greeting 24/7, unless, a Time Schedule has been created. Once the Time Schedule(s) have been created, they will be listed as a selection in the Business hours drop down box. To Create a Time Schedule for your Auto Attendant, follow the steps below. Step Action 1 Access Main Menu Profile 2 Select Schedule 3 Click the Add button in the Schedule Screen Page 12

13 4 Enter Time Schedule Name and select if it is a Holiday or Time Schedule. Select OK 5 Click on the Schedule to edit. 6 Click Add Page 13

14 7 Enter Event Name 8a Daily Schedule: Start Date & End Date should be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Daily Page 14

15 8b Weekly Schedule: Start Date & End Date should be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Weekly Check all days that apply to Start Time & End Time Page 15

16 8c Monthly Schedule: Start Date & End Date sould be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Monthly Enter Month date or weekday 8d Yearly Schedule: Start Date & End Date Should be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Yearly Enter Month and Date or Month and weekday Page 16

17 9 Once your Time Schedule is set up select OK 10 Go back to the Auto Attendant to modify screen Select the new business hours schedule from the business hours drop down box. Click OK After Hours Menu You can make available different menu items for callers after normal business hours by creating an After Hours Menu Note: If you use a Business Hours schedule be sure to record your After Hours greeting through the Voice Portal, or upload a file. It is not necessary to create a Time Schedule for the After Hours as the greeting and menu items will automatically be played and available to the caller, after the Business Hour Time Schedule has been created. Page 17

18 Creating a Holiday Schedule During the Holidays your office may operate with different business hours requiring a different schedule and greeting. For Holidays you can set up a separate Auto Attendant only for Holidays use, or, use your existing Auto Attendant and change your greeting to reflect the times your company will be unavailable during a Holiday. Setting up your Holiday Schedule Step Action 1 Access Main Profile Page > Schedule 2 Click the Add button located at the bottom or top of the screen Page 18

19 3 Enter the name of the Holiday in the Schedule Name and select Holiday for the Schedule Type. Select OK 4 Select Holiday Schedule to Edit 5 Select Add Page 19

20 6 Enter the dates and name of your Holidays. You may decide to create a separate Holiday schedule for each holiday; in that case, only one holiday would be entered per schedule. The Holiday Schedule is created and ready to be selected in the Auto Attendant. 7 Thanksgiving Example: Enter the Thanksgiving Start & End Date Mark as an All Day Event if close for both days Recurrence Pattern should be Yearly Set criteria for the 4 th Thursday in November Page 20

21 8 Christmas Example: Enter the Christmas Start & End Date Mark as All Day Event if closed for multiple days Recurrence Pattern Should be Yearly Enter the Day & Month of recurrence 9 In order to set up Holiday Schedule to work in the Auto Attendant: Go back to the Auto Attendant Modify Screen. In the Holiday Screen Text Box, use the Drop down arrow and select the Holiday Schedule you created. By changing the Business Hours to Every Day All Day it will play your Holiday Greeting 24/7. Next, record or load the After Hours Greeting to play for the Holiday Schedule The holiday schedule will play the After Hours menu options and greeting. To remove the holiday greeting, select none on the holiday drop down list and revert back to the previous settings. The After Hours greeting will need to be re-recorded or loaded with the previous after hours greeting. Record/Change an Auto Attendant Greeting There are two greetings you can record for your Auto Attendant using the Voice Portal; the Business Hours and After Hours greetings. To Record or Change an Auto Attendant Greeting The Auto Attendant may be accessed from any IP phone in your network or, from any outside phone. You will need your Voice Portal Number or extension to access the Auto Attendant. Page 21

22 From any IP phone in Company Network Step Action 1 Dial the extension of the Voice Portal Number 2 Press the * Key 3 When Prompted for the Mailbox ID, enter the extension of your Voice Portal Number 4 Enter your passcode followed by the # Key 5 Press 1 to Change an Auto Attendant Greeting 6 If you have more than one Auto Attendant, enter the extension of the Auto Attendant you are changing 7 Press 1 to change the Business Hours Greeting 8 Press 2 to change the After Hours Greeting Business Hour Menu Press 1 to Change Business Hour Greeting Press 1 to Record Business Hour Greeting Press 2 to Listen to current Business Hour Greeting Attendant Greeting If you have more than 1 Auto Attendant, enter the extension of the Attendant you are changing. Press 1 to change the Business Greeting Press 2 to change the After Hours Greeting Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension or ID for each auto attendant After Hour Menu Press 2 to Change After hours greeting Press 1 to Record After Hours Greeting Press 2 to Listen After Hours Greeting Note: If you are looking to the extensions of the Auto Attendants please print or refer to your Enterprise Directory. (Select a user within your group> once in their profile select Utilities> Within Utilities select Enterprise Directory> Select Enterprise Directory Summary) Page 22

23 From Outside Your Network When accessing your auto Attendant from an outside phone you will need your Voice Portal Number. Step Action 1 Dial the Voice Portal Number 2 When prompted for the Mailbox ID, enter the extension of your Voice Portal followed by the # Key 3 Enter your passcode followed by the # Key 4 Press 1 to change an Auto Attendant Greeting If you have more than 1 Auto Attendant, enter the extension of the Auto Attendant you are changing. Press 1 to change the Business Greeting Press 2 to change the After Hours Greeting Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension or ID for each Auto Attendant. Record and Upload files for Greeting and Announcements Instead of recording your greetings from the voice portal, you may decide it is more convenient to have recorded files loaded for your Auto Attendant(s), Call Centers Announcements, and for Music On hold/parked Calls. The same instructions will apply to loading files throughout the administration portal. Follow the below steps when using the Windows Sound Recorder. Step Action 1 Go to Start/All Programs/Accessories/ Entertainment/Sound Recorder. The windows Sound Recorder will open. If you will be using a microphone, make sure your microphone is plugged in. You can test by hitting the (record button) and talking. 2 Press press to record your message. When finished with your recording After you have recorded the message, hit (play) to hear the recording 3 Click on File in the top left corner of the recorder. Click on Properties prior to saving your wav file, to change the Format to CCITT u-law, (8.000 khz, 8 bit, Mono). 4 Click on the Convert Now button. Page 23

24 Step 5 Action Select CCITT u-law format to convert the file to be loaded. 6 To save the Format and Attribute settings for future use, click on Save As 7 Click OK. Go back to the Sound Selection screen, click Ok. The file is now in the correct format. After naming the file, Click Save After naming your file, click on Save. Now you may upload your file to any group service that has a text box available for Greetings and Announcements. As indicated in each group service section. Group Call Park Your file is now in the correct format to upload your greeting. This will automatically select the correct Attributes. (CCITT u-law and khz, 8 bit, Mono) With Group Call Park you may change the Recall Timer, Display Timer, and enable Parked Destination Announcements. By creating a Call Park Group, it allows the administrator to make adjustments and modification to Parking features unavailable with standard Call Park. This configuration also allows the administrator to define Call Park Settings for each group. Select Call Park listed under the Services Column Page 24

25 Group Call Park Settings Recall Timer The Recall Timer option applies to all Parked calls, both for standard Call Park and a created Group Call Park. The Call Park service has a single Recall Timer option. Group Call Park groups do not have their own individual Recall Timer Options. The Recall Timer option has a range from seconds, the default is 45 seconds. Display Timer The Display Timer option controls how long the Application Server waits before automatically, releasing the parked call when using the Group Call Park. The Display Timer option has a range from 2-15 seconds. The Default setting is 5 seconds. The Display Timer is applicable only with the Group Call Park and not in standard Call Park. Parked Destination Announcement The Parked Destination Announcement option controls whether the Application Server provides an announcement. Adding and Modifying Call Park Groups Option Modify a Call Park Group Add a Call Park Group Save your changes Details Select Edit beside the name of the call Park group. The call Park Modify Page with appears. Make adjustment click Apply or OK. Click Add. The Call Park Add page appears Click Apply or Ok. Apply saves your pages. Ok saves your changes and displays the previous page. Notes: All Features listed above are available through Group Call Park; these features are not available with the standard Call Park. After Call Park has been configured simply use the feature access code assigned for this service (#58) for the group Page 25

26 Group Call Pickup The Call Pickup service allows users to answer a call that is ringing at another extension within their group. If more than one phone within the group is ringing, the phone that has been ringing the longest is the one that is picked up first. Once set up, use the Feature Access Code (FAC) *98 to pick up a ringing phone in your group. Note: Each person can only be in 1 Call Pickup group Page 26

27 Choice Action 1 To create a Call Pickup Group, click Add 2 Enter the Group Name 3 Click Search then select and add the Available Users that need to become Assigned Users Select OK Page 27

28 Hunt Group Your emerge service includes a total of five Hunt Groups. A Hunt Group automatically processes incoming calls received by a single phone number by distributing them among a group of users or agents. Multiply settings are available for configuration To modify an existing Hunt Group, Click on Hunt Group. To modify a Hunt Group, select the Hunt Group to Modify, and click Edit. Page 28

29 In order to make changes to the Hunt Group select the Profile menu. Next, choose a name to identify the Hunt Group. The Name will be displayed as identification purposes in the directories and the list of Hunt Groups. The Calling Line ID Last/First Name, the name selected will reflect to users in the Hunt Group on incoming calls and to the internal group when dialing the Hunt Group number. Note: Text boxes marked with an * must be filled out. When Allow Call Waiting box is checked additional calls may be taken by agents in the Hunt Group. Page 29

30 Determining Group Policies Group Policies apply to Hunt Groups and Call Centers and may be changed at any time by the Group Administrator. Option Circular Regular Simultaneous Uniform Weighted Call Distribution Description Incoming calls hunt through agents in the order they appear on the list, starting with the agent following the agent to receive a call. When the search reaches the end of the list, it loops back to the top and continues until it has tried all users. Incoming calls hunt through agents in the order they appear on the list, starting from the top each time. Incoming calls alert all agents at the same time. The first agent to answer handles the call. Incoming calls hunt through all agents in the order, starting with the agent who has been idol the longest and ending with the agent who most recently answered a call. Incoming calls are assigned to idle agents based on percentages you assign on the Call Center Profile Weighted Call Distribution page. Page 30

31 No Answer Settings Option Skip to the Next Agent Forward Call After Waiting Call Forward To Defined After X rings check box to pass incoming unanswered calls to the next user after the specified number of rings, as determined by the current group policy *1 ring = 5 seconds After specified Seconds checking this box will send unanswered calls to the phone number specified in the Calls Forward test box. The box accepts value from 0 to 7200 seconds or 2 hours. Enter a number in the Calls Forward To box to Transfer calls to the number entered when a call is not answered in the time specified in the Forward call after waiting box. The following Feature Access Codes may be used: Direct Voice Mail Transfer Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Allowing per Call Page 31

32 Adding and Removing Agents from your list of Assigned Users Depending on the policy assigned to the new Hunt Group, the system will route calls to users in the order they are listed in the Assigned Users column. Step Action 1 Select the Search button 2 In order to Add a user to the Assigned User list: Select a user from the Available Users column and click on the Add button To add all users listed in the Available Users column, Click Add All. To add one or more users in the Available Users column, select the desired names and Click Add. To select a single user, click the desired name on the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. 3 In order to Remove a user from the Assigned User list: Select the user from the Assigned Users column and click on the Remove button To remove all users listed in the Assigned Users column, Click Remove All. To remove one or more users in the Assigned Users column, select the desired names and Click Remove. To select a single user, click the desired name on the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. 4 Click Apply once all changes are made Page 32

33 Choice Move up a user in the list Move a user down in the order Add a Hunt Group Description Click the name in the Assigned Users column and click Move Up. Click the name in the Assigned Users column and click Move Down. Click Add Music on Hold/Video This Service will allow you to use system music or upload your own preferred music. The music will play when a caller is placed on Hold or Park. The Music/Video Screen will appear. Select the Group you wish to modify and click Edit. Page 33

34 The Music/Video On Hold Modify Screen will be displayed. Checking the Enable boxes for Call Hold and Call Park allows the system to play the selected options for System Defined Music, External Sources ( Note: Further configuration adjustments will need to be made for this option and defined later in the guide), and Custom files. To upload your Custom Music/Video File, select the custom Radio Button, then select the file you wish to load. Note: To upload a file, review pages for sound recording and conversation to CCiTT ulaw format. To save your changes Click Apply, Ok will saves changes and displays the previous page. Page 34

35 Voice Portal The voice portal is automatically turned on when your service was configured, modifications may be made to change user s access and privileges to record, compose /send, and forward messages to other members in the group. It is important to note that the voice portal is used to access and record greetings for the Auto Attendant, if disabled, users will not have access to voic options, or recording features. Phone Number: This is the number that you will call when checking or recording messages from outside of the network To Reset the Voice Portal Password: type in a new 4-8 digit password, re-type again and click OK. Page 35

36 Modifying a Call Center In the Services Screen, click on Call Center in the Advance column Step Action 1 Click Edit, on the Call Center you wish to modify Page 36

37 2 Click on the Call Center s profile From the Call Center Profile Screen, several adjustments and configuration options are available. If new numbers are needed for your Call Center, Customer Service will need to be contacted. The number will need to be unassigned from any Address prior to being assigned to the Call Center. 3 Call Center Profile Screen will allow you to Modify features: Page 37

38 The Name Text Box you can change the name of the Call Center which will be displayed in various directory listings and the Call Center List. The Calling Line ID Last Name and First Name will be displayed to any agents (users) assigned to the Call Center. The example below reflects Sales CC as the Calling Line ID; this information will be shown in the screen on the IP phone, in front of the incoming caller ID. This identification alerts the agents in a call center so calls may be differentiated from other Call Center calls coming in and personal calls to their assigned Direct Inward Dial numbers (DID s) and answered accordingly by the agent. Tip: The shorter the Calling Line ID First Name and Last name, the more characters will be displayed to the agent on an incoming call. Putting a period (.) in the Calling ID Last name text box takes up one character and enables the administrator to shorten the name for agents and keep all asterisk (*) areas complete. If a Department has been created by the Customer Care Department you may assign the Call Center to a specific department. The Language is defaulted to English and your local Time Zone has been selected. Option Determining Group Policies Circular Regular Simultaneous Details Group Policies apply to Hunt Groups and Call Centers and may be changed at any time by the Group Administrator. Incoming calls hunt through agents in the order they appear on the list, starting with the agent following the agent to receive a call. When the search reaches the end of the list, it loops back to the top and continues until Incoming it has calls tried hunt all users. through agents in the order they appear on the list, starting from the top each time Incoming calls alert all agents at the same time. The first agent to answer handles the call. Page 38

39 Uniform Weighted Call Distribution Incoming calls hunt through all agents in the order, starting with the agent who has been idol the longest and ending with the agent who most recently answered a call. Incoming calls are assigned to idle agents based on percentages you assign on the Call Center Profile Weighted Call Distribution page. This will appear in the Call Center s Profile page. Call Center Settings Option Details Queue Length calls Type in the limit for the number of calls the system keeps on hold, waiting for an available agent. CCRS Play ringing when offering call Enable video support Allow callers to dial to escape out of queue Reset Caller Statistics upon entry to queue Not Applicable at this time Check this box to offer ringing on inbound calls to the call center. If this is unchecked, the callers will immediately hear your entrance message and hold music until someone answers the call. NOTE: Your agents must use the DND or Login/Logout of the call center when they are not taking calls. If you have a phone that is available and no one is there to answer it, the caller will only hear ringing and will abandon the call after 6 or 7 rings. Our recommendation is to always leave this box unchecked. Not Supported at this time This is a customizable option which allows callers to skip the queue and get routed to another option typically a General Voic Box. Zero (0) or # are the most common entries used. Not applicable at this time Page 39

40 Agent Settings Option Allow Agent to join Call Center Allow Call Waiting on Agents Details Select this option if you would like agents to have the ability to join and unjoin call centers. This requires the agent to have user level access to the web portal where they can choose to be available or unavailable. Check or uncheck the Allow Call Waiting on Agents box. By allowing Call Waiting, agents can handle more than one call directed to them, regardless of their individual user settings for Call Waiting. Enable Calls to agents in wrapupstate Check or uncheck the Enable calls to agents in wrap-up state box. Set the time to give an agent to make notes or finish paperwork after Enable maximum receiving a call. The agent will not receive another call until this time has ACD wrap-up timer: expired unless you have Enable Calls to agents in wrap-up state checked. Automatically set agent state to after call Selecting this option allows your agents to have their status changed automatically after handling a call. Available, Unavailable and Wrap-Up are possible options. Note that the agent or supervisor would need to make them available through the web portal Example of using a FAC *55 is the FAC for Direct Voic Transfer, by placing *55 in front of the number entered it will assure the call goes directly to the voic box specified and would be entered as * Note: For a Full List of FAC s go to Utilities> Features Access Codes. Page 40

41 Adding and Removing Call Center agents From the Call Center Basic Profile screen select the Agent option. Page 41

42 Option Assigning Agents to the Call Center Details In order to assign an agent to the Call Center move their name(s) from the Available Users column to the Assigned Users column. This can be done in two ways: To add all users listed in the Available Users column, Click Add All. To add one or more users in the Available Users column, select the desired names and Click Add. To select a single user, click the desired name on the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. Reorder the list of Agents Depending on the Group policy assigned to this Call Center, the system may route calls to agents in the order they are listed in the Assigned Users column. In the Assigned Users column and click Move Down. To move a user up in the list, click the name in the Assigned Users column and click Move Up. To move a user down in the order, click the Removing Agents from Call Center In order to remove an agent from the Call Center move their name from the Assigned User column to the Available Users column. This can be done in two ways: To remove all users listed in the Assigned Users column, Click Remove All. To remove one or more users in the Assigned Users column, select the desired names and Click Remove. To select a single user, click the desired name on the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. Page 42

43 Call Center Statistics Call Center Statistics are available for each Call Center and are located in the Call Center s Main Profile Screen as shown below. To view your Call Center Statics, Click on Status &Statistics. Call Statistics are stored for a 48 hour period. Tip: If you select reports you may create a rule in your inbox and create or, specify a folder for Call Center reports which then are immediately dropped directly to the designated inbox folder for viewing later. Page 43

44 To set up your Statistics Report Settings: Option Daily Report Statistics Source Reporting Period Address(es) Description When you select Daily Report you are enabling the accumulation of statistics on the Application Server and allowing the web portal interface and daily report feature to retrieve the statistics from the Call Center Reporting Server This will always be AS From the Reporting Period drop down list, select the time in minutes. You can select 15-minute, 30-minute, or 60-minute time intervals. The lowest reporting granularity is determined by the value of the statistics sampling period configured at the system level. In the Address(es) text box, enter the address(es) to which to send the report. If you need to have more than two addresses you must create a distribution list with your provider. Page 44

45 To view Queue & Agent Statistics To view the Queue & Agent Statistics fill out the Start & End Date along with the Start & End Time to pull specific records. Select Apply, Option Description Display current-time statistics When Display current-time statistics option is checked, then End Date and End Time will be hidden. The statistics will be displayed from the start date and time specified to the current time. When Display current-time statistics option is not selected, select the period for which you would like to view the queue and agent statistics Start Date & End Date For the Start Date, click on the Calendar icon to select the start date. For the End Date, click on the Calendar icon to select the start date. Start Time & End Time In the Start Time drop-down list, select a start time, including the minutes from the second drop-down list. In the End Time drop-down list, select a start time, including the minutes from the second drop-down list Page 45

46 The Queue & Agent Statistics main screen: Page 46

47 About the Call Center Statistics Option Number of busy overflows Description This is the number of calls that came in after the queue limit was exceeded. Such calls are likely forwarded to voice mail. Number of calls answered This is the total number of calls answered handled by an agent. Number of calls abandoned Number of calls transferred This is the total number of calls for which the caller has hung up or has left a message before an agent became available. *This also includes callers who press key to exit queue if feature is activated This is the total number of calls that are transferred out of the Call Center queue. Typically, a call is transferred from a given Call Center queue to another Call Center queue using a client application *This is not applicable at this time Number of calls timed out This is the total number of calls that remain unanswered and that are forwarded out of the Call Center queue upon timeout. Average Wait Time This is the average amount of time that callers spend waiting for the next available agent to answer the call. Average Abandonment time This is the average time that callers spend waiting for an agent before hanging up or selecting the option to leave a message. Average number of agents staffed Average number of agents talking This is the average number of agents staffed during the period for this Call Center instance. An agent who has joined the Call Center campaign and who is not in the sign-out state is considered as staffed. This is the average number of agents who were in the talking state during the period for this Call Center instance. Page 47

48 About the Agent Statistics All Agents assigned to this Call Center are listed. Agents who have deactivated the Available switch on their Call Center page will have unavailable status shown at the end of their today statistics line. Note: As the administrator you may remove a user s ability to log in and out of the call center. The following table describes the statistics for individual agents: Option Number of calls handled Average call time Description This is the total number of calls that the agent has handled. This statistic accounts for all Call Center calls that are released by the agent during the specified period. This is the average time that an agent spends on calls from the Call Center instance. This statistic accounts for all Call Center calls that are released or transferred by the agent during the specified period. If the agent transfers a call (for example, to another queue), then the call time only accounts for the time spent on the call by the agent prior to the call transfer. In previous releases, the call time after the call transfer would be allocated to both the redirecting agent and the agent answering the call from the other queue. This behavior is changed upon upgrade. Number of calls unanswered Total talk time This is the total number of calls extended to the agent that are not answered (for any reason other than because the agent is busy. Notice that for a single call to a Call Center instance, an agent may be rung multiple times as the call can be placed in the queue and presented to the agent again. Therefore, this statistic may increment more than once for a given call to the Call Center instance. The amount of time that the agent was busy handling calls for this Call Center instance. Total staffed time The amount of time that the agent has joined the Call Center instance and was not in the sign-out state Page 48

49 Call Center Announcements This service allows you to set welcoming and on-hold messages for Call Center Callers. System and Custom Announcements The Announcement Screen will be displayed as shown below. If no customized Announcements were loaded, the Call Center is defaulted to play System Announcements. Note: You can record your own announcements to customize what your callers hear when they call in Page 49

50 System Entrance message Callers will hear the following message, your call is very important to use, please wait for the next available agent or press zero to leave a message. Estimated Wait Message You use this page to customize the estimated wait message that plays to callers waiting in a call center queue. The message provides callers either with the approximate waiting time or with their position in the queue. When the waiting time or queue position of the caller exceeds the configured maximum, you can choose to play the following message to the caller: "We are experiencing a high volume of calls. Please hold." System Periodic Comfort message Callers hear the following message, your call is very important to us, please wait for the next available agent. Note: The time between messages option determines how frequently the Comfort Message is played. System Music/Video on Hold Message Callers hear the default Music/Video from your service provider Custom Announcements To customize your Call Center Announcements follow the instructions for Loading Greetings and Announcement files, pages Note: If you have a company that records your hold music and greetings, ask them to go ahead and convert the.wav file into CCiTT u law format. Page 50

51 Customer Service and Support Congratulations and Welcome to your new Emerge Service we are pleased to have you on board and look forward to serving your organization! Please contact our Customer Care Support Number with questions about your service, billing or changes that need to be made to your system. Customer Care: Option 4 or To report any service issues or to place a trouble ticket, please contact Technical Support. Technical Support: Option 3 If you would like to learn more about your Emerge system please check out our Emerge Webinars. Available free to all Emerge customers every other week! Visit us on the web at To find out more about new features and service on your Emerge system go to Page 51

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