Contact Center Express functionality is available only for Managers on Intermedia Unite Desktop Apps.

Contact Center icon will appear in Intermedia Unite Desktop Application after the user is added as Manager to the Contact Center.

If the user is a Manager for several Contact Centers he can choose needed Contact Center in the drop-down menu.

Managing Active calls functionality

Calls can be managed on the tab Active calls. The Manager should choose needed call and select the way he wants to be connected to it: Monitor, Whisper or Barge.

Manager also can switch between the modes but only in the following order: Monitor > Whisper > Barge, Whisper or Barge. Manager (Supervisor) also can switch between the modes but only in the following order: Monitor > Whisper > Barge.

Monitor - Manager will hear the conversation but nobody can hear him.

Whisper - Manager will hear the conversation and talk to the agent only.

Barge - Manager will join the conversation and both parties will hear him.

Managing Agents

On table Agents, the Manager is able to see the agents' statuses: Ready, Idle, On phone, Logged out, etc.

Manager can manage agents only by logging in and logging out them from Contact Center group.
He cannot change other agents' statuses since they are automatically set by the system.

Log in/Log out for agents is needed so that agent could start/stop receiving this particular Contact Center group calls.

Reports and Real-time dashboard

Reports and Real-time dashboard are available from Intermedia Unite Desktop Application:

Click on Contact Center icon, then on the Reports icon in the right upper corner.
Each link will be opened in a new window in the default web browser.

Click on Launch Reports to see live and historical reports.
Please see the article about Reports for more details.

Click on Launch Wallboard to see the real-time dashboard.
You also can copy the link and use it without application.
Please see the article about Real-Time Dashboard for more details.