If You Are a Call Center Administrator...



If you are  a call center administrator following is an overview of available Telebroad resources to get you started.


Software


ACD Panel



As a call center administrator, your main software tool will be Telebroad's ACD panel.


ACD stands for Automatic Call Distribution. The ACD panel helps you control, manage and analyze the activity and performance of your call center. It automatically distributes calls to various queues according to specific criteria and rules which are designated to maximize the efficiency of call placement and overflow.


The ACD Panel includes powerful tools for generating historical reports and live overviews of any active call flows. The user-friendly interface is designed for handling calls in real time with easy drag-and-drop functionality. Customized alerts address select call scenarios and ensure you are always on top of the daily operation of your call center.


See detailed user guides and FAQ for the ACD Panel here.


Analytics



Telebroad's Analytics is a collection of tools and web interfaces providing you with statistical measurements and advanced reports of call traffic, user activity, and group loads. A detailed log of calls, with attached audio recordings, is also maintained.


Analytics can also be used to administer a simple phone system that does not require ACD-level sophistication or queues. It features a real-time control panel for all active and holding calls where calls can be assigned or recorded. A listen-in feature helps with training and supervision.


See detailed user guides and FAQ for Analytics here.


System Features


Telebroad offers many system features to help you administrate your call center and enhance the productivity of your call center agents.

 







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.


User guides for Yealink DECT (wireless) phones W56P and W59R.


Conference phones user guides  Poly Trio series and Yealink CP925/965/935WSee 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.

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