Customise your Call Centre 

After creating your Call Centre, you’ll be redirected to the customisation page where you can manage its settings. Note the first tab you land on will be Annoucements.

You can select which settings you’d like to manage using the left-hand navigation column.

Profile​This shows the settings inputted when a Call Centre is created. To update these, simply click the ‘Manage >’ text in the section you’d like to change.

Announcements

Entrance message

Tick/untick the box if you’d like to play an announcement to callers when they enter the Call Centre.

Select if you want to use the ‘System message’ or a ‘Custom message’. This is the ‘System’ version: ‘Your call is very important to us. Please wait for the next available agent’.

Manage entrance message

If you’d prefer to customise it, select the box and upload your audio file. The file needs to be:

CCITT u-Law WAV with 8kHz, 8Bit and mono attributes.

A maximum file length of 5 minutes.

A maximum file size of 5MB.

Have a file name no longer than 40 characters.

Hit ‘Save’ once you’ve dropped or chosen your file.

To make things easier, especially if you don’t have access to professional recording tools, you can download an Application called ‘Broadsoft Recorder’ from the App stores. It allows you to record a greeting, then email it as an attachment, ready to upload to the Business Portal.  

Tick/untick the box if you’d like the entrance message to be played on every call, not just queuing ones.

 

Estimated wait message

Tick/untick the box if you’d like to play an estimated wait message to queuing callers.

If you would, the settings for this are already input, although you can update these yourself by clicking the ‘Manage >’

text.  

Manage estimated wait message

Choose if you’d like to play the message once before joining the queue or repeatedly. If on repeat, type in how often in seconds.

Select if the message should be based on waiting time or queue position. 

If time, the caller will hear something like: ‘Your call should be answered in approximately x minutes, please hold.’ The time is calculated based on your average call time, which you should input in minutes.

Type in a wait time limit, after which callers will no longer hear the estimated wait message. Instead, if you tick the ‘Play high volume message’, the caller will hear something like: ‘We are experiencing a high volume of calls, please hold’.

If queue position, the caller will hear something like: ‘You are caller number x in the queue, please hold.’ 

Type in a position limit, after which callers will no longer hear the estimated wait message. Instead, if you tick the ‘Play high volume message’, the caller will hear something like:

‘We are experiencing a high volume of calls, please hold’.

Hit ‘Save’ once you’ve finished.

Comfort message

Tick/untick the box if you’d like to play a comfort message to queuing callers.

If you would, the frequency for this is defaulted to every 10 seconds, although you can update these yourself by clicking the ‘Manage >’ text.  

Manage comfort message interval

Type in how often you’d like it to be repeated.

Hit the ‘Save’ button.

You can also choose if you’d prefer the ‘System message’ or a ‘Custom message’. This is the ‘System’ version: ‘We are experiencing a high volume of calls, please hold’.

Manage comfort message

If you’d prefer to customise it, select the box and upload your audio file. The file needs to be:

CCITT u-Law WAV with 8kHz, 8Bit and mono attributes.

A maximum file length of 5 minutes.

A maximum file size of 5MB.

Have a file name no longer than 40 characters.

Hit ‘Save’ once you’ve dropped or chosen your file.

To make things easier, especially if you don’t have access to professional recording tools, you can download an Application called ‘Broadsoft Recorder’ from the App stores. It allows you to record a greeting, then email it as an attachment, ready to upload to the Business Portal.  

On hold music

Tick/untick the box if you’d like queuing callers to hear music.

If you would like, you can choose the ‘System music’ or ‘Custom music’.

Manage on hold music

If you’d prefer your own music, select the ‘Custom music’ box and upload your audio file. The file needs to be:

    CCITT u-Law WAV with 8kHz, 8Bit and mono attributes.

A maximum file length of 5 minutes.

A maximum file size of 5MB.

Have a file name no longer than 40 characters.

Hit ‘Save’ once you’ve dropped or chosen your file.

Assigned Users

Choose which Users you’d like to receive incoming calls to this Call Centre by clicking the ‘Select Users’ button. 

Manage Call Centre assigned Users

You can search for Users by name or number.

To add everyone at the same time, simply click ‘Select all <no.> Users +’.

If you chose the ‘Regular’ or ‘Circular’ Call Distribution setting, click the up and down arrows to re-order the list of

Users. 

If you chose the ‘Weighted’ Call Distribution setting, enter the percentage of calls you’d like each User to receive – this needs to add up to 100% for all Users.

You can remove a User by clicking the minus symbol at the You can remove a User by clicking the minus symbol at the end of the line. 

Once you’ve finished, hit the ‘Save’ button.

Supervisors

You can choose a supervisor to manage this Call Centre and the Users they look after within it.  The supervisor requires the add-on Call center supervisor licence to be able to do

this.

Click the ‘Add supervisor’ button.  

Select the supervistor and then choose which users from the queue that they can manage.

Hit the ‘Save’ button when you’re finished

Manage Call Centre supervisors 

To make change to what users a supervisor can manage, select the cog button next to a supervisor.  Then simply add more or use the minus button to remove users. 

Hit the ‘Save’ button when you’re finished

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Routing

Skip to next user

Tick/untick the box if you’d like calls to skip to the next available User.

If you’d like it turned ‘on’, you can then choose how many rings before this happens. The default is five rings, which is approximately 20 seconds. To change this, click the ‘Manage

>’ text.

Manage rings before skipping to the next User

Type in how many rings before the call skips to the next User. Each ring is about four seconds. 

Then hit ‘Save’.

To skip to another available User if the previous one becomes busy during routing, tick the box.

To remind Users they have a call on hold, you can send them a beeping alert by ticking the box. If you do this, a box will appear with a default alert frequency of every 30 seconds.

To change this, click the ‘Manage >’ text.

Manage seconds before alerting User

Type in how often the User hears the beeping alert.

Then hit ‘Save’.

If you’d like callers to be redirected to an available User if they’ve been placed on hold by another User for longer than a set time, tick this box.

Manage seconds before a held call skips a User

Type in how long before an on-hold caller skips to the next available User.

Overflow

Overflow

Select what happens to a caller if the call queue overflows:

Hear busy treatment.

Hear ringing until they hang up.

Transfer to another number.

Manage transfer number

If you tick ‘Transfer to another number’, a window appears for you to type in the number.

Tick the box if you’d like to choose a wait time after which your overflow action is initiated. The default is 30 seconds.

To change this, click the ‘Manage >’ text.

Manage overflow wait time

Type in how long a queuing caller waits before your chosen overflow action initiates.  Then hit ‘Save’.

Tick the box if you’d like to play an announcement to the caller before your overflow action initiates.

You can also choose if you’d prefer the ‘System message’ or a ‘Custom message’.

Manage overflow message

If you’d prefer to customise it, select the box and upload your audio file. The file needs to be:

CCITT u-Law WAV with 8kHz, 8Bit and mono attributes.

A maximum file length of 5 minutes.

A maximum file size of 5MB.

Have a file name no longer than 40 characters.

Hit ‘Save’ once you’ve dropped or chosen your file.

Stranded calls – Users signed out

Tick an option for what happens if all Users sign out and there are still callers in the queue:

Left in the queue – until a User signs back in.

Hear busy treatment.

Transferred to another number.

Manage transfer number

If you tick ‘Transfer to another number’, a window appears for you to type in the number.

Stranded calls – Users unavailable

Tick an option for what happens to the caller if all Users are unavailable:

Left in the queue.

Hear busy treatment.

Transferred to another number.

Manage transfer number

If you tick ‘Transfer to another number’, a window appears for you to type in the number.

Statistics

To help you run the Call Centre as efficiently as possible, you can generate reports based on the statistics of both individual Users and Groups.

User statistics include:

User name.

Number of calls received.

Average time on a call.

Time busy.

Time idle.

Number of calls not answered.

Call Centre Group statistics  include:

Timestamp of the reporting interval.

Number of incoming calls.

Number of calls queued.

Number of busy overflows.

Number of calls answered.

Average time with User (talk).

Average time in queue.

Average time that Users were busy.

Average hold time before.

Tick the box to manage the two people that receive the reports and how often. 

Manage statistics settings

Select a reporting time period from the drop-down menu, either every 30 or 60 minutes.

Type in the email addresses of up to two people that will receive the reports.

Service passcode

The Voice Portal lets you manage certain Features on the Business Portal, including Call Centre, from any Device that isn’t registered on the Site.

If for some reason you need to update your service passcode for the Voice Portal, click the ‘Change passcode’ button.

Change service passcode

Type in your new passcode, which must:

Be four to eight digits long.

Not use repeating patterns such as: 1212, 123123.

Not be the Call Centre’s own number or extension, forwards or backwards.

Features

This option will only appear if the Plus pack was added to the Call centre.

From here you can view and manage the other Features that complement Call Centre to make it even more effective and tailored to your needs.

To manage any of the listed Features, simply click on the settings icon. You can find out more about each Feature by reading the relevant help article for that feature.

Voicemail

When in the selected group, click the ‘Voicemail’ tab, followed by the 'Configure voicemail' button.

If you’re received any Voicemails, they’ll be listed here under the following headings:

    Calling number – the number from the person that left the     Calling number – the number from the person that left the Voicemail.

Type – either a Voicemail or a fax message.

Message – the function that allows you to play, pause, stop, fast forward and rewind the Voicemail.

Time – the date and time the Voicemail was received.

Duration – how long the Voicemail lasts in seconds.

To ‘delete’ a Voicemail, tick the box next to the ‘Calling number’, followed by the ‘Delete’ button.

Accessing Voicemails from email

If you’ve selected Voicemails to be sent via email, the recipient of the email has the following options:

Listen to the message.

Repeat the message.

Delete the message. This will only delete it from their email account.

Store the message locally or upload it to a CRM system.

Forward the message to another email recipient.

Additional information

Call centres are created for your Site but look across all of your Sites so users from other sites can be added and a User can be a member of multiple Call Centres. 

Call Centre settings are independent of a User’s settings. So if a User has Call Forwarding and Voicemail set up, when they’re phoned directly, these Features won’t be affected. Likewise, if a call is passed to them on a Call Centre and they can’t answer, the Call Centres settings are followed.