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 Center groups he can choose the needed group 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 Agent Statuses.
They are:

Ready – Agent is ready to take this group calls.

Ringing – Call was routed to an Agent and his phone is Ringing at the moment (Agent have not pick up the call yet).

Wrap up - depending on the group setting Agent wrap-up time, after the call is finished Agent has time to take notes for example.

On phone – the call is in progress.

Other Queue busy – call from another group is in progress (if Agent is also in another group).

Idle – depending on the group setting Unanswered idle time. If it is enabled and Agent didn’t pick up the call he will be in Idle state for some time and calls won’t be routed to him while he is in that state.

Logged Out.

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.

Logging in and out of Contact Center Express in Intermedia Unite Desktop App

Intermedia Unite users who are assigned as an Agent in 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.

Reports and Real-time dashboard

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

Option 1: Contact Center icon > choose CC group > Reporting

Option 2: Contact Center icon > Reports icon > Launch Reports.
The link will be opened in a new window in the default web browser.

More information about the Reports can be found in this article.

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.