Unity Admin Portal

Home | Help Guides | Business AppsPrint and shareUnity Admin Portal Table of contents Unity Admin Portal Overview Sign In Details Overview Automatic Assignment Branding Portal User Accounts History Log   Unity Admin Portal Overview The Unity admin portal is organized into two key areas: Group: This section houses all the information needed for your unity products and allows you … Read More

Unity Browser-enabled Call Center Desktop Help Guide

Home | Help Guides | Business AppsPrint and shareUnity Browser-enabled Call Center Desktop Help GuideTable of contents 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 … Read More

Unity Browser-enabled Call Center Desktop Quick Start Guide

Home | Help Guides | Business AppsPrint and shareUnity Browser-enabled Call Center Desktop Quick Start GuideTable of contents 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 … Read More

Unity Dashboard Tabular & Graphical Help Guide

Home | Help Guides | Business AppsPrint and shareUnitiy Dashboard Tabular & Graphical Help GuideTable of contents 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 Network Display and Statistic Settings Configuring Service Levels Home … Read More

Unity Dashboard Statistics Explanation

Home | Help Guides | Business AppsPrint and shareUnity Dashboard Statistics ExplanationTable of contents ACD Queue Statistics Agent/User Statistics   ACD Queue Statistics Statistic Explanation Inbound Calls Inbound ACD calls into the call center. Answered Calls Calls to the queue that were answered by an Agent. Calls in Queue Calls currently in the queue. Longest Wait Time The longest wait … Read More

Unity Dashboard Graphical Layouts

Home | Help Guides | Business AppsPrint and shareUnity Dashboard Graphical LayoutsTable of contents 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 … Read More

Unity Dashboard Tabular & Graphical Quick Start Guide

Home | Help Guides | Business AppsPrint and shareUnity Dashboard Tabular & Graphical Quick Start GuideTable of contents 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   Login to Unity Dashboard To … Read More

Unity Receptionist Console

Home | Help Guides | Business AppsPrint and shareUnity CRM Integration – Zoho CRM Table of contents Introduction Configuring Zoho CRM Integration Unity CRM Functionality Troubleshooting   Introduction This functionality relies on a CRM Integration license being assigned to the user, as shown below. Unity seamlessly integrates with Zoho CRM to facilitate contact lookup and “popping” for inbound and outbound … Read More

Omnichannel Contact Center Help Guide

Home | Help Guides | Business AppsPrint and shareOmnichannel Contact Center Help Guide Table of contents Introduction Authorization End User Experience Managing Web Chat Managing Callbacks Managing Email Managing Twitter CRM Automatic Contact Pop Viewing Historical Conversations Troubleshooting   Introduction The Omnichannel platform allows UC users to manage omni-channel conversations through the Unity client, in addition to normal VoIP related … Read More

Unity CRM Integration – Zoho CRM

Home | Help Guides | Business AppsPrint and shareUnity CRM Integration – Zoho CRM Table of contents Introduction Configuring Zoho CRM Integration Unity CRM Functionality Troubleshooting   Introduction This functionality relies on a CRM Integration license being assigned to the user, as shown below. Unity seamlessly integrates with Zoho CRM to facilitate contact lookup and “popping” for inbound and outbound … Read More