Chorus Contact Center for managers

Contact Center is a powerful tool enabling managers, supervisors, and users to administer their environment and manage their callers' experience

Notice: Telephony replacement project

In response to BT switching off analogue lines in late 2025, the Telephony Replacement Project is currently coordinating the replacement of centrally managed analogue and critical phone lines.  In future (likely later in 2025) the project will also be reviewing the Chorus VOIP (digital line) service. For more information see the Telephony replacement project webpage.

 

The Contact Center Manager Application is used for the User administration, Message, and Schedule administration, Broadcasting, and Reporting.  Download the Contact Center for Managers user guide for advice on the commonly used features of Contact Center, including:

  • User Administration - create and retire Users (Agents and Managers), manage Skill Levels, Team Lists, and Templates.
  • Broadcasting - control the metrics displayed in the Broadcast bar of your team's Agent Portal or Agent Desktop software.
  • Messages and Schedules - configure how calls are handled at different times of day, and which messages are played to your callers.
  • Reporting - Contact Center provides rich reporting functionality.  Reporting is available on a wide range of metrics in real time with trend analysis, or on historical data.

Request a change to an existing Contact Center

IT Self Service

Related links

Get support

If you cannot find the solution you need here then we have other ways to get IT support

Get IT support