If you are a call center administrator, the following is an overview of available Telebroad resources to get you started.
Admin Center Tools
Admin Center Access and Roles
All of the following software tools run in the cloud and are accessed from the Admin Center.
The Admin Center has two default access levels which are called roles – Account Owner and Basic User. You need to have an Account Owner role to access these tools. However, since this role has administrator privileges to all functions of the Admin Center it may allow you to make undesired modifications to the phone system. Instead, your system administrator can create a custom role with limited access only to the tools you need.
The ACD Dashboard
As a call center administrator, your main software tool is the ACD Dashboard, which replaced the legacy ACD Panel.
ACD stands for Automatic Call Distribution. It is a feature that automatically distributes calls to call queues according to a call distribution strategy and priority level ranking assigned to the call center agent. The strategy determines how agents are involved in answering calls by emphasizing their priority levels or by aiming to involve all agents even if they have lower priority levels.
The ACD Dashboard lets you manage your call center activity by focusing on call queues and incoming calls. It lets you reroute calls, log agents in and out of queues, and listen to or join calls.
See this article to learn more about the ACD Dashboard.
Call Queues
Since the ACD Dashboard is directly tied to call queues, you should make sure your Admin Center role also allows you access to manage call queues.
On the the Call Queues screen you can add or remove agents, change the call distribution strategy, enable callback options, change priority levels for both agents and queues, and more.
You can also activate exit rules that help reduce waiting times by routing calls to other destinations when the queue is too busy or doesn't have logged-in agents available.
The Call Queue screen is found under the Voice Features of the Admin Center. See this user guide for more details.
Other Dashboards
In addition to the ACD Dashboard, there are two other Admin Center dashboards that may also be beneficial in your workflow.
The Active Calls Switchboard has a similar interface to the ACD Dashboard, but it lets you manage both incoming and outgoing calls and also shows hunt groups. See this article to learn more.
The Live Wallboard is an informative tool that displays tiles summarizing recent and current call and agent activity. See this article to learn more.
Analytics
Use the Analytics screen to analyze the performance and activity of your call center. Analytics meausres and displays statistics and charts of Key Performance Indicators activity for calls, users, or groups in a date range you select. The results can be sorted, filtered, summarized, grouped, and displayed with various time intervals.
The comprehensive user guide for Analytics is available here.
Note that the legacy version of Analytics is a stand-alone portal and is still available for the time being as, in addition to measurements and statistics, it can also be used for managing simple phone systems. It may be preferred by users who do not require the full complexity of the Admin Center. You can use either version, but we recommend you get accustomed to the Admin Center's Analytics.
Reports
Use the Admin Center reports to generate lists of calls, SMS messages, or faxes (coming soon) in a date range you specify. The listed records can be sorted and filtered by different parameters.
This can help you address specific agents' activity and improve service and productivity by going over the communication agents had with customers.
The Call History Report lets you listen to recordings (if available), view call transcriptions, and see how calls moved between different destinations in the phone system. The report can be generated for all calls in a date range or only for calls that actually reached users. See the Call History Report user guide here.
The SMS History Report lets you see the textual content of messages and any attached voice notes, files, or images. See the SMS History Reprot user guide here.
System Features
Telebroad offers many system features to help you administrate your call center and enhance the productivity of your call center agents.
- Business identity features for stronger brand recognition of your products or services.
- Mobility features allow your agents to be available to clients from anywhere.
- Productivity features to improve the efficiency of agents' workflow.
- Inbound calling features for better client accessibility and calling experience.
- Customer service features to give your clients a better overall experience.
- Other features such as virtual fax machine and PBX calling card.
Telephone User Guides
We have user guides to get you started with basic phone functions and operations. Our system features dial codes allow for quick execution of certain phone functions. Provisioning walkthrough guides will help you with the initial phone setup.
User guides for Poly SIP phones – VVX 301/311, VVX 401/411, VVX 601, and VVX 250/350/450.
User guides for Yealink SIP T4 series models (T43U, T46U, T48U) and T5 series models ( T53/T53W, T54W/T57W, and T58W/VP59.) For the discontinued but still widely used T46S/T48S models refer to the user guides for the T46U/T48U models.
User guides for Yealink DECT (wireless) phones W73P/W76P/W78P .
Conference phone user guides – Poly Trio series and Yealink CP925/965/935W. See also user guides for the discontinued but still widely used CP960 model.
You can also find quick reference guides and key layouts for all the above models here.
If you have an older phone, see this folder of user guides for discontinued/unsupported models, including some Cisco and Konftel phones.