Month: September 2021

To initially set up voicemail, press the “message” key on your phone (or dial * and ext. number if you have a poly 301 or 320), and enter your password, which by default matches your extension number. At this point, you will be guided through the process of a first-time set-up. Follow the prompts to set up your name, greetings, and new password. You should change your password when prompted to something other than your extension. If you leave your ext. number as your password, each time you access your VM box, you will hear the set-up wizard again, so we highly recommend changing it. Also, your name that you record in the mailbox will be the same recording callers here when they access the Company Directory and Find Me feature.

Checking your voicemail from phone on site

1. Press the Messages Button, or dial *(star) and your ext.#

2. Enter your password + “#” (Default is your extension number)

3. Follow the prompts

MAIN MENU OPTIONS:

1. new/old messages ( *-asterisk=rewind; #=fast fwd. )

2. change folders

3. advanced options

1. leave msg. for another user

*. return to main menu

0. mailbox options

1. record unavailable greeting

2. record busy greeting

3. record name

4. record temporary greeting

5. change password

*. return to main menu

*. help

#. exit

Mailbox Options after listening to a message:

3. advanced options

1. send reply

3. hear envelope (date/time, phone number of caller)

5. leave msg. for another user

*. return to main menu

5. repeat current msg.

6. play next msg.

7. delete

8. forward to another user

9. save to folder

0. new

1. old

2. work

3. family

4. friends

*. help

#. exit

Checking Voicemail Remotely ( For this option to work your calls must go directly to an auto attendant)

1. Call main number, at main auto attendant press “#” (Or option configured for Voice mail)

2. When you hear the prompt enter your box number

3. When you hear the prompt Enter your password + “#”

4. Follow the voice mail menu prompts

Introduction

Managing agent queues effectively is crucial for efficient call handling in any call center. This guide will walk you through the process of logging in, pausing, and logging out of call queues, ensuring smooth operations and accurate reporting. Additionally, we’ll explore reason codes, tally codes, and available queue reports to help you optimize your call center’s performance.

Logging in and out of the queue(s):

For incoming calls to be placed into ques at least one agent must be logged in at all times. Once logged into the que you will receive calls unless you are currently making or receiving a call. In the event that all agents are busy callers will remain in the que until an agent become available. Please note that it is important to log out of the que at the end of each shift.  This ensures that reports in the system are accurate with call numbers for your shift as well as preventing issues with your agent ID when we push updates. 

To login, pause, and logout of call ques please use the below instructions:

1. To Login to the queue(s): Agent dials *01 + Agent ID 
2. To Logout of the queue(s): Agent dials *00 + Agent ID 

It should be noted that if the agent has a phone extension assigned their agent ID will match their phone extension.

Reason Codes

When an Agent needs to stop receiving calls from the queue(s), but does not want to log out of the queue(s), they can pause themselves. They will stop receiving queue calls until they un-pause, but will still be reported as logged into the queue(s). In addition, the agent can provide a “Reason Code” to indicate the reason that they are currently paused. This reason code is logged with their pause event, and reported on the Realtime Console.

There are 10 Reason Codes listed. The system will have default values for each of the Reason Codes, such as “Wrap Up Time”, “Restroom”, “Break” and “Lunch. The user can change any of these Reason Codes. Update the text box next to each Reason Code, and click “Save”. To reset all codes to the default values, click “Restore Defaults”.

Default reason codes are as follows:

• Reason Code 0: Wrap-up Time
• Reason Code 1: Restroom
• Reason Code 2: Break
• Reason Code 3: Lunch
• Reason Code 4-9: These reason codes have no assignment and can customized

To use reason codes please use the below instructions:

1. To pause an agent ID Dial *02 + Reason Code + Agent ID
2. To un-pause an agent ID Dial *03 + Agent ID

Tally Codes

When an Agent receives a call from the queue(s), and needs to assign that call a specific category for billing or other purposes, the agent can provide a “Tally Code” to indicate the nature of the call. This Tally Code is logged in the Queue Call Activity Report.

There are 10 Tally Codes listed. The system will have default values for each of the Tally Codes. The Administrator can change these Tally Codes. Update the textbox next to each Tally Code and click “Save”.

Queue Reports

The Call Center has 7 reports available:

1. Real-time Console – A real-time view of all queues showing calls waiting, hold time, and agents’ status.
2. Queue Performance – A historic metrics report searchable by date, showing metrics by queue.
3. Agent Performance – A historic metrics report searchable by date, showing metrics by agent.
4. Agent Events – A historic metrics report searchable by date and by agent, showing agent activity by session.
5. Queue Call Activity – A call log report showing calls by date, by queue, and by agent.
6. Answer/Abandon Report – A historic metrics report searchable by date, by queue, or by agent, showing metrics of answered or abandoned calls.
7. Queue Summary by Number – A historic metrics report, searchable by date, by phone number, and by queue, showing metrics of calls inbound to specified phone numbers and queues.

To send a fax to someone else, first make sure you are sending your email from an address that you’ve authorized. If you are not sure if the address is authorized please contact us to confirm authorization.

Write your email as follows:

• Address the email to 1<number>@faxhd.com – so for example, to send a fax to 212-555-1212, you would email 12125551212@faxhd.com
• The Subject and Body of the email will be ignored. Still, we recommend setting a relevant subject line so you can search for the email later, in case you need to find it.
• Attach the file you want to send as a fax. You can attach any of these types of files:
  • PDF
  • Microsoft Word (.DOC, .DOCX)
  • PowerPoint (.PPT, .PPTX)
  • Excel (.XLS, .XLSX)
  • Visio (.VSD)
  • Rich Text Format (.RTF)
  • Plain text (.TXT)
  • Hypertext Markup Language (.HTML)
  • JPEG (.JPG)
  • Graphics Interchange Format (.GIF)
  • Tagged Image Format (.TIF)

You’ll receive an email letting you know that your fax is queued for sending (or letting you know there’s a problem, if there is one). Once your fax has been successfully sent, you’ll receive another email to confirm.