Contact Center

Walkthroughs for everything Contact Center

Eric Madura avatar Brandon Wells avatar Vanny avatar +5
50 articles in this collection
Written by Eric Madura, Brandon Wells, Vanny and 5 others

Starting from Scratch

Creating a Outbound Campaign from ground up
James Rivas avatar
Written by James Rivas
Updated over a week ago

How to Purchase Phone numbers in YCC

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

List of Passable Fields to Contact Center

List of variables that can be passed to Ytel Contact Center
Alan Anglin avatar
Written by Alan Anglin
Updated over a week ago

Setting Up an Inbound Que

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

Troubleshooting Your Inbound Queue

Troubleshooting for agents not getting calls from the inbound queue, also setting next agent call and agent grade and rank.
James Rivas avatar
Written by James Rivas
Updated over a week ago

Swapping and Releasing Numbers

How to release and swap numbers.
James Rivas avatar
Written by James Rivas
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

Resetting a List

Here we will be going over how to reset a list to call on certain status.
James Rivas avatar
Written by James Rivas
Updated over a week ago

Campaign Statuses

Detailed Systemwide Campaign Statuses
Brandon Tomaiko avatar
Written by Brandon Tomaiko
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

Call Menu

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

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

Ytel Contact Center Field Names

Standard field names to pass variables to
Vanny avatar
Written by Vanny
Updated over a week ago

Export Calls Report

Pulls data from your lists into an easy to manipulate .CSV file - for example, last status, date called, etc
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

ACCID

What is ACCID - aka Area Code CallerID?
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Campaign Lead Recycle Create or Modify

How to setup or modify Lead Recycle
Eric Madura avatar
Written by Eric Madura
Updated over a week ago

Link Script to Campaign

Eric Madura avatar
Written by Eric Madura
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

Advanced Lead Management

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

Custom Fields

How to utilize custom fields within Contact Center
Eric Madura avatar
Written by Eric Madura
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

Adding New Agent Licenses

This article will show you how to purchase licenses for your system.
James Rivas avatar
Written by James Rivas
Updated over a week ago

Scripts

Create Scripts to be used on your campaigns
Eric Madura avatar
Written by Eric Madura
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

Campaign Status (Dispositions)

How to create dispositions within a campaign
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

Agent Monitoring

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

Reports

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

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

Ytel Admin Management

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

Advanced List Rules

Setting up advanced list rules for your lead data
Ryan McCullough avatar
Written by Ryan McCullough
Updated over a week ago

Setting up a customer service survey using Follow up Engine SMS.

This article is to help you set up FUE for surveys
James Rivas avatar
Written by James Rivas
Updated over a week ago

List Conversion Report

How does Ytel's List Conversion Report work?
Brandon Wells avatar
Written by Brandon Wells
Updated over a week ago

Creating a "List Mix"

Advanced list management tool
James Rivas avatar
Written by James Rivas
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

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 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 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 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 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 Call Time For A Campaign

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 Log Out an Agent who forgot

How to utilize the Emergency logout feature
Vanny avatar
Written by Vanny
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

How to Assign ACCIDs to Campaigns

Overview of how to map ACCIDs to campaigns
Alan Anglin avatar
Written by Alan Anglin
Updated over a week ago

How to Block Inbound Calls

In this Article we will cover the process of blocking inbound calls from reaching your agents.
Alex Treichler avatar
Written by Alex Treichler
Updated over a week ago