Recorders Admin - Call Center Tab

The Call Center Administration section allows you to set up some parameters specific for Call Centers: agents, clients, campaigns, and seating. These features are optional and are ideal for call center environments.

Agents section

Agents Tab - lists user accounts who are members of Call Center Agents group. General Administration module > Users Tab allows you to add remove users to Call Center Agents group and change content of agents list in this view.

Agents is a word that describes users whose telephone (and maybe PC screen) is recorded for Quality Control (QC), training or security purposes.

This role requires some extra parameters associated with the user profile, this is done in this view.

Agents Table columns (include Agent specific parameters):

• Agent - Agent User name (configured in General Administration module > Users Tab and cannot be changed.  Using extensions is suggested.)
• Extension - phone extension assigned to this user. Often used to identify recorded calls made by this user and required for SMDR identification.
• IVR ID   - special numerical id, used for call verification service for terminated recording.
• IVR Pin  - password analogy for IVR, used for call verification service, for use with terminated recording only.
• Client   - Call Center Client currently assigned to this agent. An agent can change it via Call Center check-in feature in Recorders module if user check-in feature (allows agents to self assign what channel, or phone they're using) is enabled.
• Campaign - Call Center Campaign currently assigned to this agent. An agent can change it via Call Center check-in feature in Recorders module if the user check-in feature used and enabled.

Clicking the EDIT button next to a specific agent will bring up options for the agent. You may assign all the above options to the agent.

The check-box Allow Client Selection enables the agent to change their client campaign by using check-in form at Recorders Module >  Call Center tab. This is ideal for situations when an agent works on multiple campaigns and needs to assign themselves correctly.  When you select a Client Campaign to be attached to the agent, both Client and campaign fields are set. All calls recorded for the agent will have the Client and Campaign associated with the call.

Note: If you prefer an agent to select their own campaign, you must provide access to the Call Seating Tab for that particular agent or the Call Center Agents group. 

Call Center Seating section

The seating's section allows you to configure how each recorded phone line is associated with the specific Agent, Client and/or Campaign(s).  

To configure recorded lines (channels) seating, do the following:

•  Select the recorder available in the drop down box. Seating configuration table will be shown for all recorder channels.
•  Click EDIT button to open seating configuration dialog for selected channel.

Individual channel seating parameters:

• Seating Mode -    None, Fixed, By Extension and Agent Check-in. 
• Default Agent  -  Agent applied by default, if no other rule overwrites it. 

Signed-In Agent  column -   Agent assigned for this channel at this moment (by the automatic rule or agent actually signed in via Call Center check-in feature in Recorders module )

How seating is applied during recording 

• Seating Mode = None  - No agent associated with recording 
• Seating Mode = Fixed  - Configured agent associated with recording (one Agent per extension).  Campaign and Client at the moment selected by that agent, also associated with recording
• Seating Mode =By Extension  - If the extension is detected by SMDR, or VoIP signaling, for a recording; an Agent is selected by the matching extension. If no Agents have a matching extension, then the Default Agent is associated with recording.
• Seating Mode =Signed-in Agent - Currently signed in Agent to this channel. Agent is associated with recording. Sign-ins are done via Recorders Module, Call center Check In interface. 
• Seating Mode =By PC login - A PC is associated with a channel (extension), the Windows user name is then used to assign the Agent to the call. The Desk Top Assistant application, which must be installed on the PC, performs this function.  

Clients section

This section allows you to configure your list of Call Center clients, when tracking client calls are desired. Adutante server maintains the list of Organizations,  where each Organization can be flagged as a Call Center Client by setting "Is Call Center Client" parameter.  Organizations is also used in other Adutante module, which is not part of Adutante Recording package.

Display available clients by selecting Call Center Clients in the filter selector. Selector options are:

• All Organizations  - All Organizations, not including Call Center Clients
• Call Center Clients  -  Organization with "Is Call Center Client" parameter checked.

Press Edit to modify parameters for selected client. 

You can create new Call Center Clients or Organization by Pressing New Organization button. Selecting the Call Center Client check-box for the specific organization places it Call Center Client list.

Call Center Clients and Campaigns are available to be selected for any Agent, this can be done in two ways:

• Administrator can associate client and campaign with Agent  in Recorders Administration > Call Center Tab > Agents section
• Agent themselves can select client and campaign in Recorders Module > Call Center Seating Tab (seating check in form)

Campaigns Section

This section allows you to configure the list of Campaigns for individual call center Clients. 

For each call center Client record, you may create none or many campaigns.

Note: To Add a campaign, you must first have at least one client. If you are tracking internal campaigns for your own business, simply create a Client and name it Your Company Name, or Internal Use. After the creation of the client, the Campaign tab will display the Client and an ADD button will appear. 

Campaigns (both Active and Non-Active) are listed below their respected Client. You may EDIT each individual campaign to change the Description, Note and Status.