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Contact Center
Contact Center
Walkthroughs for everything Contact Center
+8
50 articles in this collection
Written by
Eric Madura,
Katelyn Rose,
Brandon Wells
and 8 others
Extended Audio Recording Retention
Call Recording - Extend Storage to 5 Years
Written by
Katelyn Rose
Updated over a week ago
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.
Written by
James Rivas
Updated over a week ago
Create or Modify Agents
Create or Modify Agents within Contact Center
Written by
Eric Madura
Updated over a week ago
Ytel Admin Management
How to create admin logins and set permissions for admins with creating admin groups
Written by
Alan Anglin
Updated over a week ago
Create a Campaign
The basics of creating a campaign
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.
Written by
James Rivas
Updated over a week ago
ACCID Area Code CallerID
What is ACCID - aka Area Code CallerID?
Written by
Eric Madura
Updated over a week ago
How to Purchase Phone numbers in Ytel Contact Center
purchase phone numbers directly through the contact center system
Written by
Alex Treichler
Updated over a week ago
Managing Numbers in the Ytel Portal (app.ytel.com) for Contact Center
Manage Numbers through the Ytel Portal (app.ytel.com) for Contact Center using Number Management
Written by
James Rivas
Updated over a week ago
Agent Monitoring
How to monitor agents (Barge and Listen)
Written by
Eric Madura
Updated over a week ago
Locate Call Recordings
Three ways to look up call recordings
Written by
James Rivas
Updated over a week ago
Lead Management
Move, Update Status on, or Delete Leads
Written by
Eric Madura
Updated over a week ago
Advanced Lead Management
Using advanced lead mgmt tools to move, update or delete leads
Written by
Eric Madura
Updated over a week ago
Moving Incorrectly Loaded Leads
Removing incorrectly loaded leads in YCC using advanced lead management
Written by
James Rivas
Updated over a week ago
How to
How to Transfer a Call
How to transfer a call to different ingroups and dial with customer
Written by
Randall Delgado
Updated over a week ago
How to Identify Which 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 can be blocked
Written by
Michael Escalante
Updated over a week ago
How to create an Agent Group
Creating Agent Groups to assign agents to
Written by
Vanny
Updated over a week ago
Do Not Call (DNC)
Add, Remove or Check for a number on the Do Not Call (DNC) list
Written by
Eric Madura
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 over a week ago
How to Block Inbound Calls
Block Numbers. Blocking inbound calls. Add to filter phone group/ blacklist
Written by
Alex Treichler
Updated over a week ago
Custom Fields
How to utilize custom fields within Contact Center
Written by
Eric Madura
Updated over a week ago
How to sync your phone numbers
Number Sync, Number Sets, Syncing of Numbers in Contact Center.
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.
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
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
Written by
Vanny
Updated over a week ago
How To Create A Call Time
How to create custom call times to select for campaigns, ingroups and call menus
Written by
Vanny
Updated over a week ago
How to Create a Call Menu
Setup / Modify a Call Menu
Written by
Eric Madura
Updated over a week ago
How To Force Log Out an Agent
Emergency logout, force logout an agent
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
Written by
Alex Treichler
Updated over a week ago
Creating State Filters
Using lead filter to filter undialable states
Written by
James Rivas
Updated over a week ago
Blocking Puerto Rico and Canadian Calls
How to add a lead filter and insert SQL string to block/filter Puerto Rico and Canadian leads
Written by
James Rivas
Updated over a week ago
Campaigns and Lists
How to Create Campaign Statuses
How to setup Custom campaign and System-wide campaign disposition statuses for you Ytel Contact Center
Written by
Ryan McCullough
Updated over a week ago
List of Campaign Statuses
Detailed list of Default Systemwide Campaign Statuses and definitions
Written by
Brandon Tomaiko
Updated over a week ago
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 over a week ago
Advanced List Rules
Setting up advanced list rules for your lead data
Written by
Ryan McCullough
Updated over a week ago
Creating a Campaign List Mix
Advanced list management tool
Written by
James Rivas
Updated over a week ago
How to Create Campaign Lead Recycle
How to setup or modify Lead Recycle
Written by
Eric Madura
Updated over a week ago
How to Create Scripts
Create Scripts for campaigns, inbound queues. Insert variables as well
Written by
Eric Madura
Updated over a week ago
Reporting
Beta Release of Reporting Jobs
Reporting Automation Ytel Contact Center
Written by
Katelyn Rose
Updated over a week ago
Reports
Agent Reports, Call Reports, Agent Status Reports, Reporting
Written by
Eric Madura
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 over a week ago
List Conversion Report
How does Ytel's List Conversion Report work?
Written by
Brandon Wells
Updated over a week ago
Troubleshooting
Troubleshooting Webphone
Troubleshooting webphone / headset connectivity issues
Written by
James Rivas
Updated over a week ago
Advanced Webphone Troubleshooting
Advanced Troubleshooting for Webphone / Headset
Written by
James Rivas
Updated over a week ago
Troubleshooting "Long Agent Wait Time"
How to troubleshoot your system when experiencing long agent wait time. Concerned that the "dialer is running slow" and want to review?
Written by
Randall Delgado
Updated over a week ago
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 over a week ago
Troubleshooting Your Inbound Queue
Troubleshooting for agents not receiving calls from the inbound queue, also setting next agent call and agent grade and rank.
Written by
James Rivas
Updated over a week ago
Level Up
List of Passable Fields to Contact Center
List of variables that can be passed to Ytel Contact Center
Written by
Alan Anglin
Updated over a week ago
Ytel Contact Center Field Names
Standard field names for passing variables. Default mapping fields to use when uploading data lists
Written by
Vanny
Updated over a week ago
Create Script button for Transfer presets
Written by
Katelyn Rose
Updated over a week ago