Admin Portal – Getting Started

Home | AdministratorPrint and shareAdmin Portal (UCEP) – Getting Started Table of Contents Login and Overview Managing Your Main Line Creating or Editing a Holiday Schedule Resetting User’s Web Portal Password and/or Voice Portal Passcode Resetting User’s Anywhere Connect or Unity Password Rename a User Setting up Voicemail to Email for a User   The Spectrum Enterprise Admin Portal (also … Read More

Bounced Calls

Home | AdministratorPrint and shareBounced Calls Configure the call center routing policy for calls unanswered by agents: Select whether to bounce calls. Check or uncheck Bounce calls after rings and then enter the number of rings in the text box. Select whether to transfer the call. Check or uncheck Transfer to phone number and then enter the number in the … Read More

Call Center Announcements

Home | AdministratorPrint and shareCall Center Announcements Table of Contents Entrance Estimated Wait Comfort Music on Hold   Call Center announcements represent the greetings and announcements that callers hear when they reach the call center. From the drop-down menu, there are five announcement types that to be configured for your Call Center: Entrance Estimated Wait Comfort Music On Hold Call … Read More

Call Center Overflow

Home | AdministratorPrint and shareCall Center Overflow You use this section to configure the call center routing policy when many calls have been received or calls have been waiting longer than the configured threshold. Configure the Action settings. Select from the following: Perform busy treatment Transfer to phone number/SIP-URI and then enter the SIP-URI in the text box Play ringing … Read More

Call Center Settings

Home | AdministratorPrint and shareCall Center Settings Table of Contents Queue Notifications Call Disposition Codes Calling Features – Calling Plans My Calls   Queue Notifications The Queue Status Notification feature provides a mechanism for sending the call center status to agent devices. This allows agents to get a visual indicator of the call center status and modify their call handling … Read More

DNIS (Dialed Number Identification Services)

Home | AdministratorPrint and shareDNIS (Dialed Number Identification Services) Table of Contents Add Dialed Number Identification Service (DNIS) Entrance Messages Estimated Wait Comfort Message Music on Hold   The Call Center DNIS tab is used to manage the Dialed Number Identification Service (DNIS) telephone numbers configured for the call center. The call center primary phone number is treated as the … Read More

Forced Forward

Home | AdministratorPrint and shareForced Forward You use this section to configure the call center to temporarily divert new incoming calls to a different route independent of the Night Service route. Forced Forwarding does not affect calls already in the queue. This is only available for Premium Call Centers. To enable: Click on Call Center Routing Policies from the left-hand … Read More

Holiday Service

Home | AdministratorPrint and shareHoliday Service You use this section to configure the call center to route calls differently during the holidays. Configure the Action settings. Select from the following: None Perform busy treatment Transfer to phone number/SIP-URI: and then enter the SIP-URI in the text box. Select the holiday schedule. Define if an announcement is played. Then select the … Read More

Modifying the Name of Call Centers

Home | AdministratorPrint and shareModifying the Name of Call Centers To modify the name and caller line ID of your Call Center: From the UCEP dashboard, go to Call Centers. Click on the Call Center Name you wish to modify. Enter the new name within the field. In the Caller Line ID enter your preferred name as you would want … Read More

Night Service

Home | AdministratorPrint and shareNight Service You use this section to configure the call center to route calls differently during hours when the queue is not in service.  This is determined by a schedule that defines the business hours of the queue.  Night service cannot be disabled, however, it can have a schedule that defines business hours to be 24×7, … Read More