Contact Center

COVID-19: A Guide to Setting Up Contact Center

Everything you need for a seamless transition to managing agents and inbound calls remotely

1What is GoToConnect Support Center?

GoToConnect Support Center is our bold new Contact Center offering that provides you with the data you need to more effectively manage your inbound calls and make outcome-driven decisions that improve the success of your team. With our short and simple setup for your IT team and our plethora of real-time agent and supervisor dashboards, we’ve got everything you need to succeed in these unprecedented times.

2Create your Queues

Watch Queue Creation Video

Note: You must have admin or super admin permissions to complete these steps.

  1. Log in at https://my.jive.com/pbx.
  2. Click Call Queues in the left sidebar and then click Add Call Queue. The next available number will automatically populate the Extension; change this number as needed.
  3. Enter a Name for the call queue.
  4. Click the checkmark icon and then click the new call queue to configure its settings for your agents and callers.

3Add your Queues into a Dial Plan

Watch the Queue in Dial Plan Video

Note: You must have admin or super admin permissions to complete these steps.

  1. Log in at https://my.jive.com/pbx.
  2. Click Dial Plans in the left sidebar and then click the dial plan you want to edit. The dial plan editor will launch in a separate window.
  3. Drag and drop the Queue node in the left sidebar to the desired spot on the canvas.
  4. Drag and drop the Dial Plan Next Node icon of the previous node to the left side of the Queue node, connecting the nodes to prevent dropped calls.
  5. Where it says Choose, select the call queue that will be used.
  6. Where it says Timeout, enter the time (in seconds) the caller will wait in the call queue for the next available agent.
  7. Where it says On timeout, route the caller to the next step if no agents answer the call during the timeout period.
  8. Where it says On escape, route the caller to the next step if they dial * (star).
  9. Continue to build the call flow and click Save when you are finished.
  10. Repeat for any other queue.

4Choose a Contact Center Admin

Watch CC Admin Creation Video

Note: You must have admin or super admin permissions to complete these steps.

  1. Log in at https://my.jive.com/pbx.
  2. Click Contact Center Configuration in the left sidebar.
  3. From Users, search for and select the user you want to assign.
  4. Check Assign as Admin on the top right of their contact.
  5. Click Save.


Tip: Once the first CC Admin is assigned from the Admin Portal, you can assign others directly from GoToConnect by following steps 2-5.

5Set up GoToConnect Support Center

Watch the Queue Assignment Video

Note: You must be assigned the CC admin role to complete these steps. You can also set this up through the admin portal.

  1. Log in to GoToConnect.
  2. Click the configuration icon in the left sidebar.
  3. From Queues, select a queue.
  4. From Assign Supervisors, click + Add Supervisor.
  5. Search for the users you want to add and then press +.
  6. Click Assign when you are finished.
  7. Repeat steps 3-6 for Assign Agents.
  8. From Users, search for and select the user you want to assign a role to.
  9. Toggle on Assign as Agent or Assign as Supervisor for the appropriate queue(s).
  10. Click Save when you are finished.
  11. Repeat steps 8-10 for all other users needing role assignments.

6Send the User Guides to your Supervisors and Agents

7Support Center Promotion FAQs

Here are some common questions about our Support Center promotion.

Show All | Hide All

No, the functionality has been turned on for every customer.
The promotion will run through June 30th.
You will not see this added functionality if you do not configure Contact Center and assign roles.
You will be given a credit through June 30th for the product.
You will continue to pay for and have access to Insight Center, however, you will receive additional Support Center functionality added in at no charge through June 30th.
This product is turned on for all customers in every country we support. GoToConnect Support Center is GDPR compliant.
Contact your Sales Representative to get an add-on quote for the full Support Center tier. You will continue to get it for free until June 30th and then your contracted price will begin.
Unless you have upgraded already, the functionality will be turned off after June 30th. Should you want to continue using this product, contact your Sales Representative to begin the upgrade process.
View our online documentation for further assistance.

Return to Top

Didn't find what you were looking for? Please see our other products.
Rate
your
Experience