Business Apps

Unity Admin Portal - Read Guide

Unity Admin Portal Overview | Sign In | Details Overview | Automatic Assignment | Branding Portal User Accounts | History Log

Unity Dashboard Tabular & Graphical Quick Start Guide - Read Guide

Login to Unity Dashboard | User Groups | Display Templates | Tabular templates | Add/Edit Display Template | Selecting Statistics | Configuring Thresholds | Graphical templates | Add/Edit Display Template | Selecting from the layout pre-sets | Data source | Configuring the statistics | Thresholds | Creating News | Dashboard

Unity Dashboard Tabular & Graphical Help Guide - Read Guide

About Unity Dashboard | Key Features | System Requirements | Internet & Firewall | Initial Setup | Introduction | Installation Folder | Confirm Installation | Installation Progress | Installation Complete | Launch Unity | Getting Started | Entering Login Details | Entering Connection Details | About | Settings | Authentication | Settings | Network | Display and Statistic Settings | Configuring Service Levels | Home Page | User Groups | Add/Edit User Group | User Groups [for non-acd environments] | Selecting Statistics in Display Template | Tabular templates | Add/Edit Display Template | Selecting Statistics | Configuring Thresholds | Graphical templates | Add/Edit Display Template | Tiles | Badges | Half gauge | Full gauge | Charts | Selecting from the layout pre-sets | Data Source | Adding graphical elements | Configuring the statistics | Thresholds | Creating Views | Dashboard | Call Centers only | Agents only | Call Center & Agents | How to Retrieve Logs | From running application | Troubleshooting

Unity Dashboard Graphical Layouts - Read Guide

Unity Dashboard Graphical Layouts | Tiles | Badges | Half Gauge | Full Gauge | Charts | Dashboard Layout 1 | Dashboard Layout 2 | Dashboard Layout 3 | Dashboard Layout 4 | Dashboard Layout 5 | Dashboard Layout 6 | Dashboard Layout 7 | Dashboard Layout 8 | Dashboard Layout 9 | Dashboard Layout 10 | Dashboard Layout 11 | Dashboard Layout 12 | Dashboard Layout 13 | Dashboard Layout 14

Unity Dashboard Statistics Explanation - Read Guide

ACD Queue Statistics | Agent/User Statistics

Unity Browser-Enabled Call Center Agent - Read Guide

Unity Browser-Enabled Call Center Agent Overview | Sign In | Managing ACD States | My Status | Call Control | Place and Answer Calls | Ending a Call | Hold and Resume an Active Call | Send a Call to Voicemail | Starting a Conference Call | Ending a Conference Call | Transferring a Call | Managing Multiple Calls | Busy Lamp Field | Drag and Drop Calling | Monitored User States | Escalate a Call to a Supervisor | Instant Messaging | Call Logs | Contacts

Unity Browser-Enabled Call Center Supervisor - Read Guide

Overview | Sign In | Managing ACD States | My Status | Call Control | Place and Answer Calls | Ending a Call | Auto Answer | Hold and Resume an Active Call | Send a Call to Voicemail | Starting a Conference Call | Ending a Conference Call | Transferring a Call | Managing Multiple Calls | Drag and Drop Calling | Monitored User States | Changing an Agents ACD State | Silently Monitor an Agent Call | Set statistics and Set Thresholds Against Agents | Threshold Alerts | Instant Messaging | Call Logs | Contacts

Unity Browser-enabled Call Center Desktop Help Guide - Read Guide

Introducing Unity | System Requirements | Web Browser Requirements | Internet & Firewall | BroadSoft Platform Requirements | Connecting using XSI | Optional Services | Initial Setup | Unity Web Client Interface Overview | Resizing Unity | Show Remote Party Phone Number | Override Contact Name Using Number | Summary Toast Notification | Browser Integration Through Call Detail Popup | Appearance | Main Interface Elements | Call Control | Call Control Options | Active Call Window | Contacts [Busy Lamp Field] | Call Logs | Voicemail | Call Control | Making a Call | Using the Dial Window | Using the Contacts Panel | Drag and Drop | Using Directory Search | Answer a Call | End a Call | Redial | Send Call to Voicemail | Retrieving Voicemail Messages via Voicemail Button | Retrieving Voicemail Messages via Voicemail tab | Transferring a Call | Announced Transfer | Warm Transfer | Blind Transfer | Using Contacts Panel Drag and Drop | Using Transfer Button | Using Right Click | Transfer to Voicemail | Using Contacts Panel Right Click - Voicemail | Using Drag and Drop | Transfer to Mobile | Using Contacts Panel Right Click - Mobile | Using Drag and Drop | Call Hold/Retrieve | Placing a Call on Hold | Retrieving a Held Call | Conference Calling | Starting a Conference Call | Adding Multiple Parties | Adding Multiple Parties | Conference Bridge Integration | Call Recording | Changing the Call Recording Option | Controlling Call Recording | Active Call Window | Managing Multiple Calls | Resizing the Active Call Window | Drag and Drop | Make a Call to a User or Number | Transferring a Call to a User | Send to Voicemail | Call Control | Send New Instant Message | Add Participant to Existing IM Session | Transfer Call to IM Participant | Contacts Panel [Busy Lamp Field] | Contact Panel Display Options | Details View | Column View | Small Icon View | User Icons | Instant Messaging Availability | Managing Monitored Users in the Contacts Panel | Performing Call Control Actions in the Contacts Panel | Call Extension | Park Call on Extension | Retrieving Parked Calls | Camp Call on Extension | Call Mobile | Transfer Call to Mobile | Transfer Call to Voicemail | Barge into This Call | View User Details | Adding Audio Alerts to Monitored Users | Send Email | Answer This Call [Call Pick-Up] | Instant Messaging | Online/Offline Indicator | Docking the IM Window | Sending an Instant Message | Adding Participants to an Existing IM Session | Personal Directory | Add New Entry | Edit Entry | Remove Entry | Dialing Directory Entry | Contact Search Directories | Loading Directories | Contact Search Results Layout | Call Logs | My Status | CommPilot Express Profiles | Do Not Disturb | Call Forward Always | Hot-Desk and Flexible seating | Out of office assistant

Unity Browser-enabled Call Center Desktop Quick Start Guide - Read Guide

Sign In | The Interface | Main interface elements | My Status | Contacts | Call Logs | Call Control | Place and Answer Calls | Transferring a Call | Starting a Conference Call | Ending a Conference Call | Managing Multiple Calls | Busy Lamp Field | Monitored User States | Drag and Drop Calling | Call Pickup | Instant Messaging

Unity CRM Integration - Salesforce.com - Read Guide

Configuring Salesforce.com Integration | Contact pop | Contact Search | Call log Entry

Unity CRM Integrations – Agile CRM - Read Guide

Configuring Agile CRM | Contact pop | Contact Search | Call log Entry

Unity CRM Integration – MS Dynamics - Read Guide

Integrating MS Dynamics | Login and Password | Contact pop | Contact Search | Call log Entry

Unity CRM Integrations – Zendesk - Read Guide

Configuring Zendesk Integration | Contact pop | Contact Search | Call log Entry

Unity CRM Integration - Omnichannel - Read Guide

Introduction | Authorization | End User Experience | Managing Twitter | Transfer | Attachments | Direct Message Request | CRM Automatic Contact pop | Viewing Historical Conversations | Troubleshooting