Contact Center is a type of the Hunt Group with extended functionality including supervisor monitoring User Interface in the client, scheduled reports, extended storage, a real-time dashboard, smart greetings, and much more.

Note: Any Hunt Group can be upgraded from Hunt Group to the Contact Center. The instructions can be found in the article Upgrading Hunt Group To A Contact Center on Intermedia Unite.
Contact Center charges are applied on a per Contact Center user per month basis.

In this article the following topics will be covered:

Creating a Contact Center

  1. Navigate to Services > Voice Services > Contact Center > Groups.
  2. Click the Create group button.

  3. Enter the Contact Center settings:
    • Name: Choose an easily identifiable name for the group; for example, Sales or Customer Service.
    • Extension: Type 3-6 digit extension that is not assigned to a user or another object.
    • Email for voicemail: email address where voicemails directed to Contact Center's built-in voicemail box will be sent.
    • Ringing Order: Select the way calls will be distributed among agents.
      • Longest Idle: An incoming call goes to the agent who has not been on the phone for the longest period of time.
      • Round-Robin: Distributes the calls evenly by rotating the group member whose extension is tried first, then searching down the list in sequential order.
      • Ring-All: Sends the incoming call to all of the group members whose extensions are available for a call.
      • Sequential: Sends the call to the first free member of the list that is lowest on the list from top to bottom.
    • Time zone: Specify the time zone the Contact Center will work in.
    • Location: Choose a location the Contact Center will be tied to.
  4. Click the Create group button.

Managing the Contact Center

You can manage additional parameters of the Contact Center that you have created.

Confirm creating HG

On the General Tab you can:

  • Change the Name.
  • Change the Extension
  • Assign new or unassign Phone Numbers.
  • Change the Ringing Order for agents assigned to the group.
  • Change the Time zone for the Contact Center.
  • Change the Location for the Contact Center.

Under Callers and Agents, you can adjust:

  • Max callers on hold: The number of callers who may wait on hold for an Agent to become free to take the phone call. When the max callers are holding, additional callers are sent to the Contact Center timeout. A value of '0' will disable this feature.
  • Agent wrap-up time: The number of seconds after an Agent ends a phone call before the system routes the next incoming caller to the Agent's phone.
  • Hunt next agent after: The period of time after which the call will be directed to the next agent of the Contact Center.
  • Unanswered idle time: The period of time an Agent will be temporarily removed from the Contact Center call routing if a call from the Contact Center is not answered by the Agent.
  • Timeout in seconds (this and following options become available after enabling the Contact Center group timeout where the call will be forwarded if there are no agents available to answer the phone call).
  • Timeout to can forward calls to the following options:

Phone Number. Specify the external phone number and timeout (how long this number will be ringing). If the call is not answered during the timeout period, it will be routed to the Contact Center voicemail.
Note: if you set long timeout call may be 'picked up' by the voicemail of external number. Make a test call to confirm the routing is working as expected.
○ User
○ Auto Attendant
○ Hunt Group
○ Voicemail: user
○ Voicemail: current group
○ Voicemail box
○ Contact Center group

  • Phone number timeout in seconds: the period of time the external phone you specified above will ring before the call will be routed to the Contact Center voicemail.
    Note: this option will only work if Timeout to section is set up to forward calls to the external phone number.

Menu Tab

With Menu options, you can create alternate routing destinations for use in your Contact Center. These alternate destinations may be accessed at any time while interacting with the Contact Center, such as while on hold before an agent answers the phone call.

Click on the Action associated with the button and choose the destination.

CC Menu

Note: it is important that you mention these routing options in your Initial greeting, Repeating message and/or music on hold, as your customers will not be aware the options exist otherwise.

Greetings Tab

Greetings provide a method to relay information to your caller. You can set up multiple types of greetings that will play at different times during a phone call into your Contact Center.

CC call flow

The Call flow example explains when each of the greeting types will be played, during the lifecycle of an inbound phone call. Each location where a greeting can play in a call is denoted with an icon for quick reference.

Greetings for the callers:

CC greetings

Smart greetings are being played right after the Repeating Greetings and are supposed to notify the caller in a queue about the current queue state and expected wait time.
Note: They can be enabled only if Repeating message is specified.

Greetings for the Contact Center agents:

CC agent greetings

For additional information on greeting audio file formatting, see How do I create a *.WAV or *.OGG file for my greeting?

There are following options for the section Music on hold/Ringing:

  1. Ringback tone.ogg (default US ringing sound) - always available for selection.
  2. Use company selected MOH - selected by default.
  3. Upload new file.

Agents Tab

Note: Only users with assigned Contact Center option can be added as agents.
Please see article Intermedia Unite Contact Center users for more information.

In order to add agents to the Contact Center:

  1. Click on Add agent.
    All users with enabled Contact Center functionality will be listed. If a user is not listed probably you need to assign Contact Center option to him. It can be done by pressing Adding Contact Center users.
  2. Click the check mark next to the users you would like to add.
  3. Click the Add button.

    CC agents

Note: You cannot add external phone numbers to the Contact Center.

Receiving calls as an agent

Once Agents are logged into the Contact Center, any incoming calls will automatically begin ringing to their device in the order of the ring method chosen.

When receiving calls from contact centers, the Caller ID is modified to append the Contact Center to the end of the Caller ID name (or 'CNAM') field on the display of the phone, to allow agents to quickly identify where callers are being referred from; this is very useful for agents that fill multiple roles and are in 2 or more groups.

The Intermedia Unite system accomplishes this by:

  • Capturing the first 10 characters from the caller's original Caller ID name. (example: CNAM: ACMEWarehouse = ACMEWareho)
  • Capturing the first 10 characters from the Contact Center the call was received on. (example: HG Name:CustomerSupport = CustomerSu)
  • Add ',' between the entries
  • Inbound Caller ID Display Result: ACMEWareho, CustomerSu 6503551212

Managers Tab

Managers (Supervisors) are able to see active calls, agent's statuses and have the ability to monitor/whisper/barge agent's calls. Special Contact Center tab is available for them in the Intermedia Unite Desktop Application.

Note: Only user with assigned Contact Center option can be added as Manager.
A person can be an agent and a manager at the same time, and only if Contact Center option is assigned to him.

In order to add managers to the Contact Center:

  1. Click on Add manager.
    All users with enabled Contact Center functionality will be listed. If a user is not listed probably you need to assign Contact Center option to him. It can be done by pressing Adding Contact Center users.
  2. Click the check mark next to the users you would like to add.
  3. Click the Add button.

    CC managers

Logging In/Out of a Contact Center

Agents and managers are able to log into the Contact Center from their VoIP devices by using the correct dial code, assigning log in & out buttons to their devices, or by an administrator using HostPilot:

How to log in and out of the Contact Center directly from the IP phone:

  • To log in the Contact Center dial its extension and add '1'.
    *XXX*1 (log into a Contact Center with extension XXX).
  • To log out of the Contact Center dial its extension and add '0'.
    *XXX*0 (log out of a Contact Center with extension XXX).

For example, if you need to log into the Contact Center with extension 300, dial *300*1. To log out, dial *300*0.

How to log in and out of the Contact Center in HostPilot:

Login to CC

  • Click on Log in to make user available for calls in the Contact Center.
  • Click on Log out to make the user unavailable for calls to this Contact Center.

How to log in and out of Contact Center in Intermedia Unite Desktop App:

Intermedia Unite users who are assigned as an Agent in Hunt Group or Contact Center Express Group will receive an additional tab in Intermedia Unite Application settings named Agent Settings. All agents will see the available groups there and will be able to log in or log out to the group.

CC login app

How to assign log in & out buttons to a Intermedia Unite provisioned device:

  • Navigate to the Devices tab and click the phone you wish to edit.
  • Click the Line keys settings tab.
  • Click Action next to the needed button.
  • Select Contact Center Group Login/Logout.
  • Select the Action, either Contact Center login or Contact Center log out.
  • Specify the Contact Center the agent will log in our out of.
  • Adjust the Display on phone to an identifying name that will show next to the button on the device.

Make sure to also assign a log out button to another action button.

Login to CC Desk

Call Recordings Tab

On this tab you can manage recorded Contact Center phone calls as well as set up notifications for them. You can search the call recordings by the number or agent as well as specify the search period.

Call recordings

You can enable/disable call recordings by clicking on Enable/Disable.

Notification via email allows you to add an email address for the call recordings notifications.

Note: the audio player is not supported in Internet Explorer but you may download recorded calls and listen to them.

Call recording storage information:

  • Timestamps are in Pacific Time.
  • Each Contact Center will store up to 200 hours of call recordings.
  • A warning email will be sent to the customer when storage reaches 80%, 90% and 100% of capacity. Once capacity has been reached, older call recordings will not be overwritten, so the storage will need to be cleared out. Additionally, when capacity has been reached, and a new call is recorded, it will not be stored on the account, however, if the customer has the option enabled to email the call recording to themselves, they will still receive that email containing the call recording.
  • Contact Center recordings will stay in the recording storage until the customer delete them.

Voicemails Tabs

Voicemail settings

Voicemail settings tab provides the ability:

  • To listen to and to upload the voicemail greetings for the Contact Center.
  • To reset the voicemail PIN for the current Contact Center.
  • To set up the Operator Number that allows a caller to touch 0 to reach a live person after being routed to this voicemail box. You can specify the operator destination as an extension or a specific phone number.
  • To enable/disable auto-delete settings for voicemail as well as set up after how many days you would like your voicemails to be autodeleted.
    • Maximum storage for the voicemail is 50 Mb regardless of the storage time.
    • Voicemails can be stored for maximum 365 days.
  • To enable/disable voicemail transcription.
  • To adjust voicemail notification settings.
  • To enable/disable SMS notifications for a specific number.

Voicemail settings

Note: you can forward the call directly to the Contact Center voicemail or reach it by using * + <CC EXT> (e.g: *300 if 300 is the Contact Center extension).

Checking voicemails

There are 3 available options to check voicemails:

    1. In HostPilot:
      Navigate to Services > Voice Services > Groups > Select the Contact Center > Voicemails

      Check VM
    2. Via Email:
      If the email notifications are enabled, then all the voicemails should be forwarded to the specified email address.
    3. From another phone on the account:
      1. To access the Contact Center voicemail directly dial * + <CC EXT> (e.g. *300 if 300 is the Contact Center extension) and press #.
      2. Enter CC EXT when prompted, press #.
      3. Enter CC VM PIN, press #.

Contact Center Reports

Detailed instructions can be found in the article Contact Center Reports.