Contact Center

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

Before you begin:

  1. Log in with one of our platforms:
  2. Log inSteps
    From GoToConnect
    1. Log in to GoToConnect.
    2. Click the configiuration icon.
    From Admin Portal
    1. Log in at https://my.jive.com/pbx.
    2. From the left sidebar, select Call Queues & Contact Center.
  3. From Queues, click + New Queue. The next available number will automatically populate the Extension; change this number as needed.
  4. Enter a Name for the queue.
  5. Configure its settings.
  6. Click Save Queue.

What to do next: To bring your call queue to life, route a phone number to it or use it in a dial plan.

3Add your Queues into a Dial Plan

Watch the Queue in Dial Plan Video

Before you begin: 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

Before you begin:

  1. Log in with one of our platforms:
  2. Log inSteps
    From GoToConnect
    1. Log in to GoToConnect.
    2. Click the configuration icon.
    From Admin Portal
    1. Log in at https://my.jive.com/pbx.
    2. From the left sidebar, select Call Queues & Contact Center.
  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 3-5.

5Add your Supervisors & Agents

Before you begin:

  1. Log in with one of our platforms:
  2. Log inSteps
    From GoToConnect
    1. Log in to GoToConnect.
    2. Click the configuration icon.
    From Admin Portal
    1. Log in at https://my.jive.com/pbx.
    2. From the left sidebar, select Call Queues & Contact Center.
  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.

What to do next: Ensure agents know how to use the agent view in GoToConnect and supervisors know how to use the Supervisor Dashboard and Agent Effectiveness Dashboard.

6Set up & Manage Pause Reasons

Before you begin:

  • If managing pause reasons in GoToConnect, you must be a GoToConnect user and be assigned the CC admin role.
  • If managing pause reasons in the admin portal, you must have admin or super admin permissions.
  • This is an optional feature. By default, all pause reasons are enabled. Disabling all of them will reset your agent's experience so that they see the Ready for Calls and Pause All Queues buttons rather than the Agent Status dropdown.
  1. Log in with one of our platforms:
  2. Log inSteps
    From GoToConnect
    1. Log in to GoToConnect.
    2. Click the configuration icon.
    From Admin Portal
    1. Log in at https://my.jive.com/pbx.
    2. From the left sidebar, select Call Queues & Contact Center.
  3. From General Settings, click Pause Reasons.
  4. To add a new pause reason, click + New Reason.
    • The system does not support duplicate names, regardless of casing.
    • The character limit is 255 characters.
    • Spaces, latin letters, ditgits, dots, and special characters are allowed.
  5. To rename an existing pause reason, click the pencil icon.
  6. To delete a pause reason, click the trashcan icon.
  7. To disable pause reasons, toggle off or delete each pause reason.

What to do next: Let your agents and supervisors know what experience to expect. If pause reasons are enabled, agents will be able to sign in, select a pause reason, or log out of all queues from a single drop-down menu in their agent view. If pause reasons are disabled, agents will see the Ready for Calls and Pause All Queues buttons. They will continue to click the three dots and then Sign out of queues to log out.

7Manage Agent Access to Queues

Before you begin:

  1. Log in with one of our platforms:
  2. Log inSteps
    From GoToConnect
    1. Log in to GoToConnect.
    2. Click the configuration icon.
    From Admin Portal
    1. Log in at https://my.jive.com/pbx.
    2. From the left sidebar, select Call Queues & Contact Center.
  3. From General Settings > Permissions > Organization, toggle Allow users to sign into queues they are not assigned to on or off.
  4. Click Save.

What to do next: Ensure supervisors know how to temporarily log a user into an unassigned queue. Please note that any users currently logged in to an unassigned queue will maintain access to those queue(s) when this setting is changed, unless they log out or a supervisor logs them out.

Notes:

  • When this feature is turned off, agents and users cannot log in to unassigned queues via the agent view in GoToConnect or by using *13.
  • Users that are logged in to unassigned queues will need to be assigned the agent role if they want to take calls from the agent view in GoToConnect.

8Send the User Guides to your Supervisors and Agents

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