Overview

In Unity, a Call Center is a feature-rich application designed to manage inbound call distribution for groups of users (agents). It’s commonly used in customer service, support, and sales environments where calls need to be routed efficiently to available agents.

• Call routing and queuing
• Agent and supervisor roles
• Reporting and analytics
• Integration with phones or soft clients

Key Concepts

• Call Center Group: A virtual group that handles incoming calls based on defined routing policies.
• Agents: Users assigned to handle calls within the call center.
• Supervisors: Users who monitor agent performance and manage call queues.
• Call Distribution Methods: Options like Circular, Uniform, Simultaneous, or Weighted call routing.
• Announcements: Messages played to callers while waiting in queue.
• Overflow and Bounce Settings: Rules for handling calls when queues are full or agents are unavailable.

Types of Call Center

1. Basic Call Center

This is the entry-level offering, suitable for small teams or simple call routing needs.

1. Features:
   • Basic Automatic Call Distribution (ACD)
   • Call queuing
   • Simple call forwarding and routing
   • Music on hold
   • Basic reporting (e.g., number of calls received)

Limitations:

• • No advanced agent or supervisor tools
  • No support for overflow or skill-based routing
  • No Agent login/logout and ACD state control

2. Standard Call Center

Designed for medium-sized operations needing more control and visibility.

• • • Features:
      • All Basic features
      • Agent login/logout and ACD state control
      • Supervisor monitoring tools
      • Call center reports (e.g., agent performance, queue stats)
      • Overflow routing and call prioritization
      • Support for multiple queues
    • Enhancements:
      • Supervisor dashboards
      • Call disposition codes
      • Enhanced call handling options (e.g., transfer to front/back of queue)
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3. Premium Call Center

This is the full-featured solution for enterprise-level contact centers.

• Features:
  • All Standard features
  • Skill-based routing
  • Advanced reporting and analytics
  • Real-time dashboards and wallboards
  • Integration with CRM and third-party systems
  • Call recording and quality monitoring
  • Agent availability and utilization tracking
     
• Advanced Capabilities:
  • Campaign management
  • Customizable call flows
  • Supervisor escalation and barge-in
  • Queue performance analysis and service level reporting

Configuration Steps (Admin Portal)

• Create a Call Center Group
  • Navigate to Group > Services > Call Center.
  • Click Add and configure:
    • Name and extension
    • Call distribution method
    • Maximum queue length
    • Overflow and bounce settings
• Assign Agents
  • • Go to Call Center > Agents.
    • Add users who will receive calls.
    • Set agent priority and wrap-up time.

• Configure Announcements

  • Under Call Center > Announcements, select:
    • Entrance message
    • Comfort messages
    • Music on hold
      • Wav files need to be uploaded to the Announcement Repository before they can be added.
  • Set Up Supervisors
    • Assign supervisors under Call Center > Supervisors.
    • Enable monitoring and reporting permissions.
  • Agents:
    • Log in via phone or soft client using feature access codes or portal.
    • Receive calls based on routing logic.
    • Use wrap-up codes and disposition codes after calls.
  • Supervisors:
    • Monitor live calls and agent status.
    • Access reports and analytics via the portal.
  • Callers:
    • Hear entrance and comfort messages.
    • Experience minimal wait times with efficient routing.

User Experience

• Agents:
  • Log in via phone or soft client using feature access codes or portal.
  • Receive calls based on routing logic.
  • Use wrap-up codes and disposition codes after calls.
• Supervisors:
  • Monitor live calls and agent status.
  • Access reports and analytics via the portal.
• Callers:
  • Hear entrance and comfort messages.
  • Experience minimal wait times with efficient routing.