Please follow the next steps to enable Manager (Supervisor) functionality in the Contact Center.

Managers (Supervisors) will be able to see active calls, agent's statuses and will have the ability to monitor/whisper/barge agent's calls. Special Contact Center tab will be available for them in the Elevate Desktop Application.

In order to test the functionality, Hunt Group should be upgraded to the Contact Center. Please follow the procedure below to do it.

Note: Some Hunt Groups have already been upgraded to Contact Centers. In such cases, you should start from point 4 and go to Managers tab in Contact Center settings.

  1. Login to the Control panel.
  2. Go to Services > Voice services > Groups > click on Hunt Group which should become a Contact Center.

  3. On General tab of the Hunt Group click on the link Upgrade to Contact Center.

    Click Upgrade on the next step.

    Note: After an upgrade, Hunt Group becomes Contact Center Group and Hunt Group users become Contact Center users. Phone number agents and resources will be removed.

    If you didn't have any agents in the group you should assign Contact Center functionality to the needed users and add them as agents. Instructions can be found at the end of the article.
  4. You will be redirected to Managers tab. Please add users who will supervise the agent's calls and statuses.

    Note: A person can be an agent and a manager at the same time.
  5. Download the Elevate Desktop Application provided to you and install it for users with the Manager's (Supervisor's) role.
  6. Login to the App using credentials and navigate to the Contact Center icon. On table Agents, the Manager (Supervisor) will be able to see agents statuses.

    If user is a Manager for several Contact Centers he will be able to choose needed Contact Center in drop-down menu.

  7. Calls can be managed on the tab Active calls. The Manager (Supervisor) should choose needed call and select the way he wants to be connected to it: Monitor, Whisper or Barge. Manager (Supervisor) also can switch between the modes but only in the following order: Monitor > Whisper > Barge.

Monitor - Manager (Supervisor) will be able to hear the conversation but nobody can hear him.

Whisper - Manager (Supervisor) will be able to hear the conversation and talk to the agent only.

Barge - Manager (Supervisor) will be able to join the conversation and both parties will hear him.

How to add Contact Center functionality to the user:

  1. Go to Voice services > Contact Center > Users > Users without Contact Center.

  2. Select the needed user or users and click Proceed.

Login/logout from the Contact Center:

Contact Center agents are able to log into the group from their VoIP devices using the correct dial code, assigning log in & out buttons to their device:

To log in the Contact Center dial its extension and add '1'.
*XXX*1 (log into Contact Center with extension XXX).

To log out of the Contact Center dial its extension and add '0'.
*XXX*0 (log out of Contact Center with extension XXX).

For example, if you need to log into the Contact Center with extension 300, dial *300*1. To log out, dial *300*0.

Reports and Real-Time dashboard

Reports and Real-time dashboard are available from Elevate Desktop Application:

  1. Click on Contact Center icon, then on the Reports icon in the right upper corner.
    Each link will be opened in a new window in the default web browser.

  2. Click on Launch Reports to see live and historical reports.

  3. Click on Launch Wallboard to see the real-time dashboard. You also can copy the link and use it without application.

Detailed information about Reports and Real-Time dashboard can be found in appropriate articles.