Call Center Codes
Most call center features can be used from the user front end and from from buttons on the phone without having to enter them manually.
Call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are permitted in your environment. Illegal listening to phone calls can be a severe crime, and system administrators must be aware of this.
Many call center features are available only if extensions have been given permission to use them. These settings are controlled by the domain administrator and are located in the user’s Permissions tab.
In order to use call center star codes, you will need to assign a permission group policy for ACD group. You can find that information here: ACD Groups.
In order to be available as agent in a queue, there are a several conditions that must be met:
- The user must be registered through a VoIP phone, desktop or mobile app
- The user must be logged in to the queue, either as primary agent or as conditional agent
- The user must not be on do-not-disturn (DND)
- If the queue follows the login status for the user, the user must not redirect all calls
Agent Login This code can be used to login as agent. If the queue number is behind the code (e.g. *64xxx) the system will attempt to log the user into the specific queue. Otherwise it will log the user into all queues where the user is a primary or conditional agent.
Agent Logout This code is used to log the agent out, like with the agent login.
Add to primary agent list If the agent is on the queue list for adding primary agents, this code will do that. The code must have the queue number appended, e.g. *44xxx.
Remove from primary agent list Same for removing the agent.
Call barge In This will allow the agent to barge into the call of another extension, for example *81xxx. Barging into a call will establish a three party call from a two-party conversation where everyone can hear each other. At the beginning the system will play an annoucement tone. When the two-party conversation ends, the barge will also and. When the extension that initiated the barge disconects the call, the conversation will continue.
Teach mode This mode is often used for training purposes and is also called whisper mode, because the trainer will avoid echo by limiting the volume. The teacher will call e.g. *82xxx for the agent xxx who is in a call with another party. The trainer can hear both the agent and the caller, the agent can hear the teacher and the caller, but the caller can only hear the agent. The call disconnect works like with call barge.
Mix audio in In this mode, the calling extension inserts audio into the conversation. This is typically used in order to insert annoucements (potentially automated) into an ongoing conversation, for example for billing purposes.
Listen in This mode is like teaching, however the agent can not hear the trainer and both parties are unaware of the listening. This is typically used for quality ensurance purposes and requires that both the agent and the caller have agreed to potential listening in.
Queue outbound calling This code is used to start calling outbound numbers. It must be followed by the queue number. After each call, the agent can move to the next call by pressing # without the need to hang up.
Set last call category If there are categories set up for the tenant, this call will set the category (sometimes called wrap-up code or tally) for the last call of the agent with a queue. This works only within a timestamp of five minutes after the call.