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Alle Videos

    • Sprachtelefonie
      • GoToConnect
      • How do I send text and chat messages with GoToConnect?  (04:16)

        This video demonstrates how to send text and chat messages with GoToConnect. The chat option is automatically enabled for all internal office use. Texting permissions are enabled by your system administrator. When sending a message in GoToConnect, you can easily toggle what number you want to send a message from if you have multiple numbers. You also have the option to choose which number to send a message to if your recipient has more than one number.

        How do I use the Meet Now feature in GoToConnect?  (03:43)

        This video demonstrates how to use the Meet Now feature with GoToConnect, which allows you to quickly begin a video conference with a coworker.

        How to Receive Virtual Faxes via Your Line  (01:54)

        This video demonstrates how to receive virtual faxes via your line. This process is now accomplished through Jive Web. Faxes are converted to pdf files and are then sent to the email address that you specify.

        GoToConnect: How do I use call parking?  (03:28)

        This video demonstrates how to use the call parking option with GoToConnect? Call parking is simply the option of putting a call on hold on one phone, and making it available for that call to be retrieved on a different phone.

        How do I set up GoToConnect user access?  (05:52)

        This video demonstrates how to set up users and devices in your admin portal. If you already have these things added, make sure that your users have a JiveID and device assigned to them so that they can use GoToConnect.

        Welcome to GoToConnect  (02:07)

        GoToConnect allows you to use your computer or smartphone like your business phone. Also, GoToConnect video conferencing comes fully loaded with HD video, screen sharing, and more!

        GoToConnect -- How do I schedule a meeting?  (05:50)

        This video demonstrates how to schedule a recurring, as well as a one-time meeting, using GoToConnect. Since GoToConnect uses a one-way integration with your Google or Office 365 calendar, you'll need to use that other program to invite others to your meetings. Also, the My Meeting Room button is discussed.

        GoToConnect -- How do I use the meeting reminder widget?  (03:12)

        This video demonstrates how to use the meeting reminder widget, which is only available for use in the desktop version of GoToConnect. This widget not only provides helpful reminders for upcoming events but also provides a way for you to easily join GoToConnect hosted meetings with a click of a button.

        GoToConnect -- How do I join a meeting?  (01:59)

        This video demonstrates how to join a meeting with GoToConnect. Meetings can be joined by click on the meeting URL that was sent to you in an email or calendar invite. Also, meetings can be joined by pasting the meeting URL in the correct field within GoToConnect.

        GoToConnect -- How do I sync my Office 365 or Google calendar?  (04:03)

        This video demonstrates how to syce your Google or Office 365 calendar with GoToConnect. You can only integrate with one, and so make sure to sync with the calendar that is associated with your company calendar. GoToConnect hosted meetings will then appears in GoToConnect.

        GoToConnect -- How do I use the meetings function?  (10:52)

        This video demonstrates how to use the meetings function in GoToConnect.

        GoToConnect -- How to download and install  (01:58)

        This video demonstrates how to download and install the desktop version of GoToConnect. This softphone can be accessed through the browser, but more options are available when you use the desktop version.

        GoToConnect -- Overview  (08:05)

        This video highlights many of the features available to you when using GoToConnect. This product allows you to use your computer as your business phone. GoToConnect features the option of a fantastic meeting which allows you to easily schedule and attend video conferencing meetings.

      • GoToConnect Mobile
      • Jive Mobile
      • Tischtelefone
      • Polycom SoundStation IP 5000: Voicemail Access  (00:44)

        Learn how to access your voicemail on a Polycom SoundStation IP 5000.

        Yealink T21P: How do I modify my ringtone?  (01:17)

        This video demonstrates how to modify the ringtone on a Yealink T21P.

        Yealink VP-59: How do I customize the buttons on my display?  (02:24)

        This video demonstrates how to customize the shortcuts on your Yealink VP-59. Shortcuts are stored in cells referred to as DSS keys. You can set these up for things like speed dial keys, or even a do not disturb shortcut.

        Yealink VP-59: How do I set up and use call parking?  (03:41)

        This video demonstrates how to set up and use call parking on a Yealink VP-59. Call parking is the option of putting a call on hold on one phone and making it available for that call to be retrieved on a different phone.

        Yealink VP-59: How do I modify my ringtone?  (01:23)

        This video demonstrates how to modify the ringtone on a Yealink VP-59.

        Yealink VP-59: How do I set up speed dial?  (02:05)

        This video demonstrates how to set up the speed dial function on a Yealink VP-59. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

        Yealink VP-59: How do I set up call forwarding?  (02:53)

        This video demonstrates how to set up call forwarding on a Yealink VP-59. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

        Yealink VP-59: How do I enable do not disturb (DND)?  (01:38)

        This video demonstrates how to enable and disable the do not disturb (DND) on a Yealink VP-59. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

        Yealink VP-59: How do I start a 3-way call?  (00:59)

        This video demonstrates how to set up a 3-way, or conference call, on a Yealink VP-59. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

        Yealink VP-59: How do I check my voicemail?  (01:13)

        This video demonstrates how to access your voicemail features on a Yealink VP-59.

        Yealink VP-59: How do I place a call on hold?  (00:49)

        This video demonstrates how to place a call on hold, and then retrieve it, on a Yealink VP-59.

        Yealink VP-59: How do I blind transfer a call?  (01:03)

        This video demonstrates how to perform a blind transfer on a Yealink VP-59. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

        Yealink VP-59: How do I warm transfer a call?  (01:08)

        This video demonstrates how to perform a warm, or attended, transfer on a Yealink VP-59. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

        Cisco 8865: How do I set up and use call parking?  (03:41)

        This video demonstrates how to set up and use call parking on a Cisco 8865. Call parking is the option of putting a call on hold on one phone and making it available for that call to be retrieved on a different phone.

        Cisco 8865: How do I modify my ringtone?  (01:20)

        This video demonstrates how to modify the ringtone on a Cisco 8865.

        Cisco 8865: How do I set up speed dial?  (01:16)

        This video demonstrates how to set up the speed dial function on a Cisco 8865. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

        Cisco 8865: How do I use call forwarding?  (02:24)

        This video demonstrates how to set up call forwarding on a Cisco 8865. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

        Cisco 8865: How do I enable do not disturb (DND)?  (00:51)

        This video demonstrates how to enable and disable the do not disturb (DND) on a Cisco 8865. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

        Cisco 8865: How do I start a 3-way call?  (00:54)

        This video demonstrates how to set up a 3-way, or conference call, on a Cisco 8865. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

        Cisco 8865: How do I check my voicemail?  (01:12)

        This video demonstrates how to access your voicemail features on a Cisco 8865.

        Cisco 8865: How do I place a call on hold?  (00:36)

        This video demonstrates how to place a call on hold, and then retrieve it, on a Cisco 8865.

        Cisco 8865: How do I blind transfer a call?  (01:03)

        This video demonstrates how to perform a blind transfer on a Cisco 8865. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

        Cisco 8865: How do I warm transfer a call?  (01:07)

        This video demonstrates how to perform a warm, or attended, transfer on a Cisco 8865. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

        Cisco 8845: How do I set up and use call parking?  (03:39)

        This video demonstrates how to set up and use call parking on a Cisco 8845. Call parking is the option of putting a call on hold on one phone and making it available for that call to be retrieved on a different phone.

        Cisco 8845: How do I modify my ringtone?  (01:20)

        This video demonstrates how to modify the ringtone on a Cisco 8845.

        Cisco 8845: How do I set up speed dial?  (01:16)

        This video demonstrates how to set up the speed dial function on a Cisco 8845. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

        Cisco 8845: How do I use call forwarding?  (02:24)

        This video demonstrates how to set up call forwarding on a Cisco 8845. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

        Cisco 8845: How do I enable do not disturb (DND)?  (00:51)

        This video demonstrates how to enable and disable the do not disturb (DND) on a Cisco 8845. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

        Cisco 8845: How do I start a 3-way call?  (00:54)

        This video demonstrates how to set up a 3-way, or conference call, on a Cisco 8845. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

        Cisco 8845: How do I check my voicemail?  (01:12)

        This video demonstrates how to access your voicemail features on a Cisco 8845.

        Cisco 8845: How do I place a call on hold?  (00:36)

        This video demonstrates how to place a call on hold, and then retrieve it, on a Cisco 8845.

        Cisco 8845: How do I blind transfer a call?  (01:03)

        This video demonstrates how to perform a blind transfer on a Cisco 8845. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

        Cisco 8845: How do I warm transfer a call?  (01:07)

        This video demonstrates how to perform a warm, or attended, transfer on a Cisco 8845. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

        Yealink T21P: How do I set up speed dial?  (01:28)

        This video demonstrates how to set up the speed dial function on a Yealink T21P. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

        Yealink T21P: How do I use call forwarding?  (01:56)

        This video demonstrates how to set up call forwarding on a Yealink T21P. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

        Yealink T21P: How do I enable do not disturb (DND)?  (00:50)

        This video demonstrates how to enable and disable the do not disturb (DND) on a Yealink T21P. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

        Yealink T21P: How do I start a 3-way call?  (00:55)

        This video demonstrates how to set up a 3-way, or conference call, on a Yealink T21P. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

        Yealink T21P: How do I check my voicemail?  (01:13)

        This video demonstrates how to access your voicemail features on a Yealink T21P.

        Yealink T21P: How do I place a call on hold?  (00:49)

        This video demonstrates how to place a call on hold, and then retrieve it, on a Yealink T21P.

        Yealink T21P: How do I blind transfer a call?  (01:02)

        This video demonstrates how to perform a blind transfer on a Yealink T21P. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

        Yealink T21P: How do I warm transfer a call?  (01:07)

        This video demonstrates how to perform a warm, or attended, transfer on a Yelaink T21P. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

        Yealink T21P E2: How do I modify my ringtone?  (01:18)

        This video demonstrates how to modify the ringtone on a Yealink T21P E2.

        Yealink T21P E2: How do I set up speed dial?  (01:30)

        This video demonstrates how to set up the speed dial function on a Yealink T21P E2. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

        Yealink T21P E2: How do I use call forwarding?  (01:57)

        This video demonstrates how to set up call forwarding on a Yealink T21P E2. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

        Yealink T21P E2: How do I enable do not disturb (DND)?  (00:51)

        This video demonstrates how to enable and disable the do not disturb (DND) on a Yealink T21P E2. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

        Yealink T21P E2: How do I start a 3-way call?  (00:56)

        This video demonstrates how to set up a 3-way, or conference call, on a Yealink T21P E2. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

        Yealink T21P E2: How do I check my voicemail?  (01:14)

        This video demonstrates how to access your voicemail features on a Yealink T21P E2.

        Yealink T21P E2: How do I place a call on hold?  (00:50)

        This video demonstrates how to place a call on hold, and then retrieve it, on a Yealink T21P E2.

        Yealink T21P E2: How do I blind transfer a call?  (01:03)

        This video demonstrates how to perform a blind transfer on a Yealink T21P E2. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

        Yealink T21P E2: How do I warm transfer a call?  (01:08)

        This video demonstrates how to perform a warm, or attended, transfer on a Yealink T21P E2. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

      • Telefoniefunktionen
      • How do I pause or unpause queue calls?  (01:46)

        The ability to pause or unpause calls from a queue can be done from within GoToConnect or by using your desk phone. This video demonstrates both ways.

        Record Voicemail Greetings  (03:06)

        This video demonstrates how to record voicemail greetings from your Jive phone. You even have the option to record four different types of voicemail greetings depending on what you need: an unavailable message, a busy message, your name, or a temporary message.

        Change Voicemail Password  (02:09)

        This video demonstrates how to change the voicemail password on your Jive phone.

        Transfer a Call Directly to Voicemail  (01:14)

        This video demonstrates how to transfer a call directly to voicemail from your Jive phone.

        Search by Name Directory: *11  (02:40)

        This video demonstrates how to use the dialable shortcut, *11, to search the default dial by name directory for an extension from your Jive phone. Dial by name directories are populated with extensions from your Jive system, so you don’t have to come up with a fancy way just to remember them all.

        Log In/Log Out of Call Queues: *13  (01:30)

        This video demonstrates how to use the dialable shortcut, *13, to log in and log out of a call queue from your Jive phone. Call queues are used to place incoming calls in line, and distribute them to participating agents, like you often see in a call center.

        Record a Sound Clip: *14  (02:34)

        This video demonstrates how to use the dialable shortcut, *14, to record a sound clip from your Jive phone directly to the system. Sound clips allow you to play custom messages to your callers, and are frequently utilized in your phone system within dial plans, call queues, or call filters. In order to use this star code, you must have prompt recording permissions given to you by a system admin.

        Initiate Call Recording: *15  (01:19)

        The video demonstrates how to use the dialable shortcut, *15, to record a single outbound call from your Jive phone. This star code is useful if a system admin has not setup call recording for outbound calls from your phone number, or line, but you’d still like to record individual calls on occasion. Recording your phone calls can be helpful for training, legal, or historical purposes.

        Call Monitoring (Eavesdropping): *17  (02:48)

        This video demonstrates how to use the dialable shortcut, *17, to enable call monitoring, which is also known as eavesdropping, from your Jive phone. Monitors can listen to a call in progress on a specified line, without call interruption or intervention, unless it’s needed. This is especially helpful in training situations. Once you’re connected to the call, you can toggle between monitoring modes depending on your needs.

        Change Dialable Password: *19  (01:35)

        This video demonstrates how to use the dialable shortcut, *19, to change your dialable password from your Jive phone. A dialable password is separate from your voicemail password, and is used to grant access to tasks like recording sound clips and directory names, dialing internationally, and monitoring calls.

        Record Directory Name(s): *21/*22  (03:04)

        This video demonstrates how to use the dialable shortcuts, *21 and *22, to record directory names from your Jive phone. Unless a directory name is recorded, a dial by name directory will spell out the name on an extension.

        Call Parking: *37  (02:54)

        This video demonstrates how to use the dialable shortcut, *37, to park a call from your Jive phone. On a traditional analog system, a call placed on hold can only be retrieved from a phone with the same line assignment.

        Make an International Call  (01:53)

        This video demonstrates how to dial an international call from your Jive phone. Before doing so, the proper dialing permissions must be given to you by a system admin.

        Intercoms: * + Extension  (01:18)

        I’m going to show you how to use the dialable shortcut, * + Extension, to intercom from your Jive phone. Intercom is a feature that allows you to page an individual phone, or even an entire ring group, by automatically activating their speakerphone.

        Use Conference Bridges  (02:16)

        This video demonstrates how to use your Jive phone to use conference bridges. A bridge can host a conference call with up to 20 attendees, no matter where they’re located.

        Test Emergency Service Call Notifications: *911  (01:03)

        This video demonstrates how to use the dialable shortcut, *911, to test emergency service call notifications from a Jive phone. These notifications send an email to specified personnel immediately after any line dials emergency services, like 911.

        Check Voicemail: *98/*99  (02:33)

        I’m going to show you how to use the dialable shortcuts, *98 & *99, to check voicemail from a Jive phone.

        Answer Another Ringing Phone: *97  (01:00)

        This video demonstrates how to use the dialable shortcut, *97, to answer someone else’s phone that is ringing from your Jive phone. There is no need to climb over chairs and sprint to your colleague’s desk to answer a call you know is important. This star code allows you to answer their phone while sitting peacefully at your desk.

        Override Block Caller ID: *82  (01:09)

        This video demonstrates how to use the dialable shortcut, *82, to override the block caller ID setting for a single call from your Jive phone. If a system admin has blocked the caller ID on your phone number, your caller ID will display as private, restricted, or anonymous to recipients. However, you can override this setting for individual calls so your caller ID is visible again.

        Forward All Incoming Calls: *72/*73  (01:44)

        This video demonstrates how to use the dialable shortcuts, *72 and *73, to forward all incoming calls made to your line extension. Even though you’re out of the office, or can’t answer your phone, you have the option to easily forward your calls to a colleague. This star codes allows you to override your line’s dial plan and forward all inbound calls to an internal extension or external number—even if your phone goes offline afterwards.

        Block Your Caller ID: *67  (01:16)

        This video demonstrates how to use the dialable shortcut, *67, to block your caller ID for a single outbound call from a Jive phone. Blocking the caller ID hides your information from the recipient by displaying it as private, restricted, or anonymous. This is useful in situations where you do not want the recipient to know who’s calling.

        Hot Desking: *43  (02:01)

        This video demonstates how to use the dialable shortcut, *43, to hot desk from a shared Jive phone. Hot desking loads your extension settings to a shared phone to use it as your own to make and receive calls, as well as check your voicemail. Like a hot potato, you can jump around from different phones, but still have all your personal settings come with you so it doesn’t matter where you physically sit.

      • Admin-Portal
      • How do I give a user or user group monitoring permissions?  (03:15)

        Give users or user groups call monitoring permissions to listen to a call in progress on any line without call interruption or intervention.

        How do I manage agents in a call queue?  (02:25)

        Typically, an agent logs in and out of a call queue from their phone. However, you can manage agents in a call queue from the portal as needed.

        How do I create a new call queue?  (02:07)

        Create a call queue to make it easier for incoming callers to reach a department—like Support or Billing. Agents that have logged in to a queue can then answer these calls as they are dispersed to them.

        How do I create my first Contact Center (CC) Admin?  (02:42)

        Assign a user to the CC Admin role to allow them to configure Contact Center and add additional users as CC Admins, supervisors, or agents. The CC Admin must be created in the administration portal. Others can then be added when using GoToConnect.

        How do I set up GoToConnect user access?  (05:52)

        This video demonstrates how to set up users and devices in your admin portal. If you already have these things added, make sure that your users have a JiveID and device assigned to them so that they can use GoToConnect.

        How do I register my JiveID?  (01:23)

        In order to use any of Jive’s tools that require a login, you must have an active JiveID (this is typically your business email address).

        How Do I Use a Call Queue in a Dial Plan?  (03:43)

        Add a call queue into a dial plan to enhance the caller's experience and better manage the incoming call volume. This video will demonstrate how to add a queue to your dial plan, as well as provide you with some best practices for setting that up.

        How do I use the store and forward option with my fax machine?  (03:23)

        The store and forward option greatly improves the success rates of sending and receiving faxes when your machine is connected to your Jive system. An analog telephone adapter (ATA) is required to connect your fax machine to the digital network. Please note, when using the store and forward option, Jive does not keep your incoming and outgoing faxes, and so they are sent securely.

        How to add a cover sheet to your virtual fax  (01:21)

        This video demonstrates how to attach a cover sheet to your virtual faxes when using Jive's service. It is recommended that you know how to send virtual faxes before watching this video.

        Remove a User from a User Group  (01:52)

        This video demonstrates how to remove a user from a user group within Jive Administration.

        Add a User to a User Group  (03:59)

        This video demonstrates the two different ways in which you can add a user to a user group in Jive Administration.

        Create a New User: New User Button Method  (02:57)

        This training video demonstrates how to create a new user, using the New User button, within Jive Administration.

        Create a New User: Combo Wizard Method  (05:57)

        This training video demonstrates how to create a new user, using the Combo Wizard button, within the Jive Administration.

        Access Admin Portal  (02:33)

        This video demonstrates how to access the admin portal of Jive Administration. Before accessing the admin portal, you must have an active JiveID and have configure PBX permissions. If your JiveID has not been properly activated, you will not be able to log in.

        Key Concepts  (02:15)

        This video explains some of the key concepts related to the Jive PBX. They include: Jive Cloud, Jive PBX, Extensions, DID, and Network.

        Set Up an Auto Attendant  (03:50)

        This video demonstrates how to set up an auto attendant node in Jive's visual dial plan editor. Auto attendants play a recorded sound clip providing dialable options to the caller. Based on the option chosen, the caller will be routed to different call paths.

        Dial Plan Editor  (04:33)

        This video demonstrates how to use Jive's dial plan editor to help you visually create the dial plan flow of your business.

        Hold Music Overview  (05:19)

        This video demonstrates how to use hold music in Jive Administration.

        Extensions Overview  (05:53)

        This video provides an overview of the options available to you through the extensions tab on your Jive PBX system. At Jive, an extension is a three to six digit number that can represent any one of the following: lines, ring groups, conference bridges, call queues, dial plans, shared voicemail boxes, and virtual fax machines.

        Hardware Overview  (03:36)

        This video provides an overview of the options available to you by clicking on the Hardware tab within Jive Administration.

        How to Transfer Phone Numbers to Jive  (09:01)

        This video demonstrates how you can easily transfer your phone numbers to Jive.

        Phone Numbers Overview  (05:00)

        This video provides and overview of the options that are available to you when you click the Phone Numbers tab in your Jive PBX system. Unlike most traditional phone systems, there is no limit to the number of calls that you can receive at the same time through a single phone number when using VoIP technology.

        Admin Portal Quick Start  (06:05)

        This is an admin portal quick start video of Jive Administration.

        User Groups Overview  (02:52)

        This training video will briefly explain the User Groups section of Jive Administration.

        How to Send Virtual Faxes  (03:07)

        This video demonstrates how to send virtual faxes using Jive Administration. There is no limit to the number of pages that you can send.

        How to Receive Virtual Faxes via Your Line  (01:54)

        This video demonstrates how to receive virtual faxes via your line. This process is now accomplished through Jive Web. Faxes are converted to pdf files and are then sent to the email address that you specify.

        How to Customize a Virtual Fax Machine's Settings  (04:22)

        This video demonstrates how to customize a virtual fax machine's settings in Jive Administration. Whatever the reason you may have for needing to customize your virtual fax machines, it is easy to accomplish.

        Users Overview  (03:33)

        This video provides an overview for what options are available within the Users tab in Jive Administration.

        Dashboard Overview  (01:38)

        This video provides an overview of the Jive Administration system Dashboard.

        Call Filters Overview  (03:34)

        This video provides an overview for the options available to by clicking on the Call Filters tab in Jive Administration.

        Devices Overview  (09:04)

        There are several features and options under the Devices section, and it is highly recommended that you view our online documentation and additional videos on this subject to learn more information. A device is a physical unit like a telephone or fax machine.

        Power Cycle Devices  (05:26)

        This video demonstrates how to manually, as well as remotely, power cycle your Jive devices.

        Use Multiple Dial by Name Directories in a Dial Plan  (03:34)

        This video demonstrates how to use multiple dial by name directories in a dial plan on your Jive PBX. In larger organizations, multiple directory options can be given to callers through an auto attendant. This can be helpful to limit search results to a specific department or office location.

        Dial Plans Overview  (02:32)

        This video provides and overview of the options available to you when creating a dial plan in your Jive system.

        How to Set up a Line or Ring Group to Receive Faxes  (03:29)

        This video demonstrates how you can easily set up a line or ring group to receive faxes. With Jive's virtual fax machines, you can send and receive an unlimited number of faxes. The Intercept Incoming Faxes option will need to be enabled to do so.

      • Netzwerkkompatibilität
    • Analysen
      • Anrufberichte
      • Contact-Center
      • What is the Agent Dashboard?  (02:12)

        Use this dashboard to see your personal productivity and real-time call details for the queues you are assigned to. This is exclusively for GoToConnect Support Center.

        How do I pause or unpause queue calls?  (01:46)

        The ability to pause or unpause calls from a queue can be done from within GoToConnect or by using your desk phone. This video demonstrates both ways.

        What data does the Contact Center provide?  (03:48)

        Contact Center provides a variety of data and reports that can help you see in real-time how your agents and queues are performing.

        How do I manage agents in a call queue?  (02:25)

        Typically, an agent logs in and out of a call queue from their phone. However, you can manage agents in a call queue from the portal as needed.

        How do I assign Contact Center roles in GoToConnect?  (03:15)

        Assign a user to the CC Admin role to allow them to configure Contact Center and add additional users as CC Admins, supervisors, or agents.

        How do I assign agents and supervisors to Contact Center queues?  (03:43)

        Assign supervisors and agents to specific queues so they can begin taking and managing inbound calls.

        How do I create my first Contact Center (CC) Admin?  (02:42)

        Assign a user to the CC Admin role to allow them to configure Contact Center and add additional users as CC Admins, supervisors, or agents. The CC Admin must be created in the administration portal. Others can then be added when using GoToConnect.

        How Do I Use a Call Queue in a Dial Plan?  (03:43)

        Add a call queue into a dial plan to enhance the caller's experience and better manage the incoming call volume. This video will demonstrate how to add a queue to your dial plan, as well as provide you with some best practices for setting that up.

        What is the Contact Resolutions page in Support Center?  (03:08)

        This page tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.

        What is the Supervisor Dashboard page in Support Center?  (03:13)

        This dashboard enables you as a manager to understand exactly what is happening with the calls your company receives in real time so that you know how best to prepare for and handle everything coming your way. You can quickly see what areas might be overwhelmed and could use a few more agents. Beyond that, this dashboard allows you to jump right to that particular queue, put out the fire, and then come back to home base to reassess how everything else is fairing company-wide. You can also clearly see when you’re smashing it. Get a pulse on the health of your organization and stay ahead of the game like you never have before.

        What is the Contact Summary page in Support Center?  (04:00)

        This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.

        What is the Agent Summary page in Support Center?  (03:09)

        This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.

        What is the Account Usage page in Support Center?  (01:53)

        This report displays queue usage as it relates to pricing for Contact Center. It displays your month to date usage as well as your average monthly usage so that you can evaluate available pricing tiers. Charges are only applied for the time a call spends unattended in a queue and the time the attended contact spends with an agent. There are no charges for wrap time or calls that did not originate within a queue.

        What is the Abandoned Calls page in Support Center?  (02:14)

        This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range.

        How do I export a Contact Center report in Support Center?  (02:28)

        Exporting a Contact Center Report allows you to download a spreadsheet (.csv) with a complete list of a call queue’s call details from the selected date range. The exported rows will match the data in the online report. The exported file will also preserve any applied filters.

        What is the Average Speed of Answer page in Support Center?  (02:02)

        This page helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations by providing reports that can be filtered by a specific queue(s), date, and time. Please allow up to 12 hours for the latest data to display.

        What is the Data Mart page in Support Center?  (02:39)

        This page allows you to generate a .csv report based on historical agent or contact data older than 90 days.

        What is the Agent Effectiveness dashboard in Support Center?  (05:30)

        Use this report to better understand, manage and improve the outcomes of your agents.

        What is the Queue Details page in Support Center?  (03:11)

        This page helps managers understand in depth what is happening with callers and agents of specific queues in real-time.

        How do I access Support Center?  (01:33)

        You can access Contact Center from your admin portal or from within other Jive apps using the app switcher.

        Jive Contact Center: Overview  (05:59)

        This video provides and overview of Jive Contact Center, which promotes a proactive effort to help minimize queue hold time and improve the customer experience by allowing businesses to evaluate how calls are handled within their queues in real time. Stakeholders can easily view how long contacts are waiting in the queues and how long it takes to resolve a contactäó»s issue.

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