Search Google Appliance

Home >> Chorus >> Contact Centre

Contact Centre

Getting Started

 

Information for agents. 

There are 3 ways agents can log in and out of their group.  They can use the Agent Web Portal, the Agent Desktop Application, or in some cases, log in/out of their group using their handsets.  As a rule, only agents who cannot use the Agent Web Portal or Agent Desktop Application will have had their handsets configured to allow them to log in and out of Contact Centre to handle contact centre calls.

 

Information for supervisors.

Supervisors can manage their contact centres and teams using the OpenScape Contact Centre Enterprise Manager application.

 

Going further

 

Reporting faults

Contact Centre is supported by the Chorus team in IT Services.  Please report faults in the first instance by emailing help@it.ox.ac.uk.

Please specify:

  • The team you work for
  • The team's pilot number (the number that callers dial to reach your team)
  • The nature of the fault
  • Whether the fault affects just you, or the whole team
  • Whether callers are still able to get through to your team or not

If Contact Centre is down, you should still be able to log in to your hunt group and take calls, as per these instructions.

Written by IT Services. Latest revision 12 July 2019