Contact Center

Walkthroughs for everything Contact Center

Eric Madura avatar Katelyn Rose avatar Brandon Wells avatar +8
56 articles in this collection
Written by Eric Madura, Katelyn Rose, Brandon Wells and 8 others
The Basics

Adding & Removing Agent Licenses

This article will show you how to purchase, add, remove licenses & create agent logins for your Contact Center system.
James Rivas avatar
Written by James Rivas
Updated over a week ago

Create or Modify Agents

Create or Modify Agents within Contact Center
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Create an Agent Group

Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Ytel Admin Management

How to set permissions for admins
Alan Anglin avatar
Written by Alan Anglin
Updated over a week ago

Create a Campaign

The basics of creating a campaign
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Setting Up an Inbound Queue

Here we will be going over how to set up an inbound group to field incoming calls.
James Rivas avatar
Written by James Rivas
Updated over a week ago

How to Purchase Phone numbers in Ytel Contact Center

purchase phone numbers directly through the contact center system
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

Managing Numbers in Contact Center

Manage Numbers through Contact Center using Number Management
James Rivas avatar
Written by James Rivas
Updated over a week ago

Blocking Puerto Rico and Canadian Calls

Here we are going to give you a how to guide on inserting a sql string to block Puerto Rico and Canadian dials.
James Rivas avatar
Written by James Rivas
Updated over a week ago

Agent Monitoring

How to monitor agents (Barge and Listen)
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Reports

Agent Reports, Call Reports, Agent Status Reports, Reporting
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Do Not Call (DNC)

Add, Remove or Check for a number on the Do Not Call (DNC) list
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Locate Call Recordings

Three ways to look up call recordings
James Rivas avatar
Written by James Rivas
Updated over a week ago

Agent Pause Code Definitions

Definitions of pause codes for agents
James Rivas avatar
Written by James Rivas
Updated over a week ago

Lead Management

Move, Update Status on, or Delete Leads
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Moving Incorrectly Loaded Leads

Removing incorrectly loaded leads in Ytel (contact center)
James Rivas avatar
Written by James Rivas
Updated over a week ago
How to

How to create a new Admin for your Contact Center System

Create a new Admin login for you admin contact center system
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

How to Transfer a Call

How to transfer a call to different ingroups and dial with customer
Randall Delgado avatar
Written by Randall Delgado
Updated over a week ago

How to see what Numbers are spamming certain Inbound DIDs

Callers Spamming your inbound DIDs and tying-up your closer agents? Here's how to locate these numbers so they could be blocked
Michael Escalante avatar
Written by Michael Escalante
Updated over a week ago

Create an Agent Group

Vanny avatar
Written by Vanny
Updated over a week ago

Custom Fields

How to utilize custom fields within Contact Center
Vanny avatar
Written by Vanny
Updated over a week ago

How to Block Inbound Calls

Block Numbers. Blocking inbound calls. Blocking inbound numbers
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

How to Upload a List to your Contact Center System

How to upload a list for calling
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

How to sync your phone numbers

Number Sync, Number Sets, Syncing of Numbers in Contact Center.
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

How to Upload Audio

How to upload audio files to be used for Call Menus, Hold Music, etc.
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

How to create your own Music on Hold

Step by Step guide on creating your own Custom on Hold Music
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

How To Create A Voicemail

We will be covering how to create a voicemail box for the agents and/or inbound queues
Vanny avatar
Written by Vanny
Updated over a week ago

How To Create A Call Time For A Campaign

Vanny avatar
Written by Vanny
Updated over a week ago

How to Create a Call Menu

Setup / Modify a Call Menu
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

How To Force Log Out an Agent

Emergency logout, force logout an agent
Vanny avatar
Written by Vanny
Updated over a week ago

How to swap existing phone numbers with new ones

Number Swaps, Replacing an existing phone number, Number replacement, Contact Center, YCC, Swapping Numbers
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago

How to set up Campaign Statuses

How to set up Custom campaign and System-wide campaign disposition statuses for you Ytel Contact Center
Ryan McCullough avatar
Written by Ryan McCullough
Updated over a week ago

Creating State Filters

How to filter out certain states from being dialed
James Rivas avatar
Written by James Rivas
Updated over a week ago