Overview

There are two interfaces to the cloud contact centre:

  1. Agent Toolbar - for agents click here to find out more

  2. Administrator Workspace - for managers, team leaders and supervisors

When you first launch the system from the browser and don't specify WORKSPACE or AGENTTOOLBAR in the URL, you will be given the option to log into the Workspace or Agent Toolbar.

Select the interface you want to log into. 

 

1. Logging into the Workspace

  1. Type in the URL for the Workspace. The Workspace Login dialog opens.

  2. Enter your User Name and Password.

  3. If you are logging into the system for the first time, the system will require you to change your Password. You will only be required to do this at first login. Subsequent logins will not require you to change the Password.

  4. If your site has Single Sign-On enabled, you will be presented with the following Login page


  5. Click on the "Sign in with Microsoft" box and follow the prompts on the screen to use your network login credentials to log into Workspace.

  6. if Single Sign-On has not been enabled, you will be presented with the page below and you can log in with the credentials you have been supplied:

  7. Click Login. The Workspace Homepage opens.

Note

Your service provider issues the URL for the Workspace as well as the administrator’s User Name and Password. The administrator then creates and distributes user login details to the workspace users within the organisation.

2. Setting up for the first time 

The following settings need to be set up before you start creating campaigns

  1. Create Teams, go to Administration>Teams. Click here for more information

  2. Create Roles Administration>Teams. Click here for more information

  3. Set the global settings, go to Administration>Setting. Click here for more information

  4. Create User accounts for people who will log into the Workspace where they can administer ipSCAPE. Go to Administration>Users. Click here for more information

  5. Create Agents who will log in to the Agent Toolbar or CTI adapter to take and make calls. Go to Administration>Agents. Click here for more information on each setting

  6. Add details of your organisation’s email server. Go to Channels>Email. Click here for more information

  7. Add your corporate logo and hold music (if you are not using our default music). Go to Resources>Files. Click here for more information

  8. Add a Schedule defining your working hours and public holidays. Go to Resources>Schedules. Click here for more information

  9. Assign one of your DNIS numbers to be the Agent Login Number. Go to Channels>Voice. Click here for more information

  10. Add pause reasons for Agents (eg Lunch, break, training etc) these can be reported on later. Go to Resources>Pause Reasons. Click here for more information

3. Campaign Types

Click on a campaign type for more information:

Inbound
Outbound
Email
Chat