Call Centre Management

This is where CC Managers can modify certain aspects of their call centre to provide best service for An14 customers. DmClub operators have additional features (highlighted in purple)

CCNums

A list of CallCentre access DDI numbers (CCNumbers). CC managers can Disable/Enable numbers to manage flow (eg. if you're busy or there's an Internet problem, you may wish to disable the numbers). Its effect is immediate.

dmClub operators are also able to add extra CCNumbers or remove existing ones here. Note that CCNumbers must be in international format (eg. 442081301234)

CallCentre - The name of the call centre that this belongs to

CCNumber - The number (in international format) that calls can be sent through on

Status - Whether or not this CCNumber is currently in use

Answering Screen Link - The URL that agents should pop when handling a call coming in on that DDI

Current User - The address of the customer's service currently using the number

Enabled - Whether or not the CCNumber is ready to take calls

Action - Button for Disabling/Enabling CCNumber, Button for Removing CCNumber from Call Centre

Agents

For CallCentres that don't use IP address authentication, each agent that uses the system must login to dmClub using their DMID (email address) and password to set a cookie on the browser which is used to pop the Answering Screen.

DMID - the loginID of the agent - should be their email address (although we never send any dmAnswers-related emails to that address)

Reg Status - indicates whether or not an agent DMID actually has an account or not.

Actions - [Del] removes access to this call centre from the agent (takes immediate effect).

add_agent - Enter the DMID of a new agent and then press this button to authorise a new agent to act for this Call Centre

Reports

Get a list of calls passing through the selected numbers, together with metrics on performance and links through to full details

The date range is specified as from/to and can include dates & times (eg. "2014-06-03 13:00")

Owner DMID

To nominate the DMID which has access to manage this call centre