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A call center is useful for segregating data (book of business) or physical agents. Separate call centers can ease management and reporting. The Call Centers settings of the portal enable you to modify the settings for a call center.

For a service, the settings at the service level supersede those at the call center level.

The Call Centers window displays a list of all call centers. To modify the settings of a call center, double-click the row displaying the call center.

The following details are available for a call center.

  • Call Center ID: Unique identifier code assigned by the portal.
  • Name: Name of the call center.
  • Manager: Name of the individual who manages the call center.
  • Billing System: Information for tracking purposes.
  • Business Unit: The business unit that you want to associate with the call center. You can define the business unit from Configure > Services > Business Unit.

  • Default Input Filter: Format with which the campaign records are filtered. 

    If a filename pattern is not used, the default input filter is used for filtering campaign records.

  • Default Agent Phonebook: Phonebook assigned to the call center.

  • Call Center Open: Indicates if the services associated with the call center operate.

    This feature is available only in conjunction with the settings enabled by the portal.

  • Created By: Name of the individual who created the call center.
  • Last Modified By: Name of the individual who last modified the call center.

Details of each service within the call center.

To customize the columns, use the Customize Fields () icon.

All changes made to the call center.

The Emergency Services feature comes at an additional cost. It requires configuration at the Call Center level and is intended for agent use only. Transfers of customers to 911 is not supported. Contact your Account team to enable this feature.

  • Phone Number: Phone numbers that are not assigned to any service or agents.
  • Street Number: Street number where the call center is located.
  • Apartment, suite, unit, floor, etc: Name of the apartment, suite, unit, floor where the call center is located.
  • Street Name: Name of the street where the call center is located.
  • City: Name of the city in which the call center is located.
  • State: Name of the state in which the call center is located.

  • Zipcode: Zipcode of the city in which the call center is located. 

  • To create a call center, use the New button.
  • To delete a call center, in the row displaying the call center, use the Delete icon (Delete).
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