This article is an overview of how to sign in to the Web Application for Clearspan Communicator and Clearspan Webex Teams (formerly Webex Engage) as a Supervisor of a call center for monitoring agents and calls in queue. The Clearspan Communicator and Clearspan Webex Teams applications are used for Voice Over IP (VOIP) phones.
Note: VoIP callers should be aware of certain restrictions to 911 calls. Visit z.umn.edu/voip911 for more information
Table of Contents:
Signing In To the Web Application
- Connect to UMN - Split Tunnel VPN
- Connect to UMN VPN
- If you do not already have Cisco Secure Client VPN on your device, download the VPN client
- Log in at app.voice.umn.edu/callcenter
- User ID - [10-digit number]@umn.edu
- Password - Provided Password
- A System Use Notification pane should open. To agree to the terms of use, click Accept.
- Under Contacts click Agents. Then click on the pencil
- Click the box next to the name of your Call Center and then click Save.The Agents will then be displayed.
- In this example there are only two agents in the call center and only one is logged in and available to take calls (John Smith).
- In this example there are only two agents in the call center and only one is logged in and available to take calls (John Smith).
- Click on the agent name to see the status.
Monitoring Calls
Options Displayed if Agent Is on a Call
- You may force an Agent into the ACD by clicking on the ACD button and then click Available.
- However, the Agent still needs to join the call queue in order to take calls.
- Click on the Queue button.
- Click Joined.
- Click Save.
- The agent is now ready to take calls.
- The Agent status will now show the Agent is available to take calls
Note: This is what it looks like when the Agent has a call coming in from the Queue:
Silent Monitoring a Call
Supervisor accounts are able to silent monitor an active call. Meaning, those with supervisor accounts are able to listen in on a call between an agent and a caller using their own communicator. Here is an example of what it looks like from the supervisor account's end during silent monitoring mode:
Barging In To a Call
To 'Barge' into a call click on the Barge button. This makes it a three way call. This is a full screen shot of what you will see.
Viewing Calls in Queue
Using Dashboard View
There is a Dashboard view option available that shows all agents signed into the ACD and those agents' current states.
- Click on the Dashboard in the upper right.
- Find the name of your Call Center and click Show Agents.
- All Agents signed into the ACD will be displayed and their current states
Displaying Queued Calls
- Go to the main display Queued Calls and click on the tool icon
.
- Then click Edit Queue Favorite Dialog.
- Click on Monitor next to your Call Center name and Save
- Now click on your Call Center to see all unanswered calls in Queue.
- This display shows one call in Queue waiting to be answered.