Group 65
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Contact Center
Contact Center
Walkthroughs for everything Contact Center
+6
49 articles in this collection
Written by
Eric Madura,
Katelyn Rose,
Brandon Wells
and 6 others
Create Script button for Transfer presets
Written by
Katelyn Rose
Updated this week
Starting from Scratch
Creating a Outbound Campaign from ground up
Written by
James Rivas
Updated this week
How to Purchase Phone numbers in YCC
purchase phone numbers directly through the contact center system
Written by
Alex Treichler
Updated this week
List of Passable Fields to Contact Center
List of variables that can be passed to Ytel Contact Center
Written by
Alan Anglin
Updated this week
Setting Up an Inbound Queue
Here we will be going over how to set up an inbound group to field incoming calls.
Written by
James Rivas
Updated this week
Troubleshooting Your Inbound Queue
Troubleshooting for agents not getting calls from the inbound queue, also setting next agent call and agent grade and rank.
Written by
James Rivas
Updated this week
Create a Campaign
The basics of creating a campaign
Written by
Eric Madura
Updated this week
Resetting a Data List
Here we will be going over how to reset a list to call on certain dialable statuses.
Written by
James Rivas
Updated this week
Campaign Statuses
Detailed Systemwide Campaign Statuses
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
Written by
Alex Treichler
Updated this week
How to Create a Call Menu
Setup / Modify a Call Menu
Written by
Eric Madura
Updated this week
Upload Audio
How to upload audio files to be used for Call Menus, Hold Music, etc.
Written by
Eric Madura
Updated this week
Ytel Contact Center Field Names
Standard field names to pass variables to
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
Written by
Eric Madura
Updated this week
ACCID
What is ACCID - aka Area Code CallerID?
Written by
Eric Madura
Updated this week
Campaign Lead Recycle Create or Modify
How to setup or modify Lead Recycle
Written by
Eric Madura
Updated this week
Link Script to Campaign
Written by
Eric Madura
Updated this week
Lead Management
Move, Update Status on, or Delete Leads
Written by
Eric Madura
Updated this week
Advanced Lead Management
Written by
Eric Madura
Updated this week
Custom Fields
How to utilize custom fields within Contact Center
Written by
Eric Madura
Updated this week
Adding New Agent Licenses
This article will show you how to purchase, add, remove licenses & create agent logins for your Contact Center system.
Written by
James Rivas
Updated this week
Scripts
Create Scripts to be used on your campaigns
Written by
Eric Madura
Updated this week
Create or Modify Agents
Create or Modify Agents within Contact Center
Written by
Eric Madura
Updated this week
Campaign Status (Dispositions)
How to create dispositions within a campaign
Written by
Eric Madura
Updated this week
Create an Agent Group
Written by
Eric Madura
Updated this week
Agent Monitoring
How to monitor agents (Barge and Listen)
Written by
Eric Madura
Updated this week
Reports
Written by
Eric Madura
Updated this week
Do Not Call (DNC)
Add, Remove or Check for a number on the Do Not Call (DNC) list
Written by
Eric Madura
Updated this week
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.
Written by
James Rivas
Updated this week
Ytel Admin Management
How to set permissions for admins
Written by
Alan Anglin
Updated this week
Advanced List Rules
Setting up advanced list rules for your lead data
Written by
Ryan McCullough
Updated this week
Setting up a customer service survey using Follow up Engine SMS.
This article is to help you set up FUE for surveys
Written by
James Rivas
Updated this week
List Conversion Report
How does Ytel's List Conversion Report work?
Written by
Brandon Wells
Updated this week
Creating a Campaign List Mix
Advanced list management tool
Written by
James Rivas
Updated this week
Locate Call Recordings
Three ways to look up call recordings
Written by
James Rivas
Updated this week
Moving Incorrectly Loaded Leads
Removing incorrectly loaded leads in Ytel (contact center)
Written by
James Rivas
Updated this week
Agent Pause Code Definitions
Definitions of pause codes for agents
Written by
James Rivas
Updated this week
How to
How to sync your phone numbers
Number Sync, Number Sets, Syncing of Numbers in Contact Center.
Written by
Alex Treichler
Updated this week
How to create a new Admin for your Contact Center System
Create a new Admin login for you admin contact center system
Written by
Alex Treichler
Updated this week
How To Create A Voicemail
We will be covering how to create a voicemail box for the agents and/or inbound queues
Written by
Vanny
Updated this week
How to create your own Music on Hold
Step by Step guide on creating your own Custom on Hold Music
Written by
Alex Treichler
Updated this week
How To Create A Call Time For A Campaign
Written by
Vanny
Updated this week
How To Log Out an Agent
How to utilize the Emergency logout feature
Written by
Vanny
Updated this week
How to swap existing phone numbers with new ones
Number Swaps, Replacing an existing phone number, Number replacement, Contact Center, YCC, Swapping Numbers
Written by
Alex Treichler
Updated this week
How to set up Campaign Statuses
How to set up Custom campaign and System-wide campaign disposition statuses for you Ytel Contact Center
Written by
Ryan McCullough
Updated this week
How to Block Inbound Calls
In this Article we will cover the process of blocking inbound calls from reaching your agents.
Written by
Alex Treichler
Updated this week
Troubleshooting
Troubleshooting webphone
Troubleshooting webphone / headset connectivity issues
Written by
James Rivas
Updated this week
Advanced Webphone Troubleshooting
Advanced Troubleshooting for Webphone / Headset
Written by
James Rivas
Updated this week
Troubleshooting Leads Not Dialing Out
Here we will be going over leads not dialing out even though you have dialable leads.
Written by
James Rivas
Updated this week