Contact Center

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

Create an Agent Group

Written by Eric Madura
Updated over a week ago

Ytel Admin Management

How to set permissions for admins

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

Managing Numbers in Contact Center

Manage Numbers through Contact Center using Number Management

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.

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

Reports

Agent Reports, Call Reports, Agent Status Reports, Reporting

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

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

Agent Pause Code Definitions

Definitions of pause codes for agents

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

Moving Incorrectly Loaded Leads

Removing incorrectly loaded leads in Ytel (contact center)

Written by James Rivas
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

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

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

Written by Michael Escalante
Updated over a week ago

How to Block Inbound Calls

Block Numbers. Blocking inbound calls. Blocking inbound numbers

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

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.

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 For A Campaign

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

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 over a week ago

Creating State Filters

How to filter out certain states from being dialed

Written by James Rivas
Updated over a week ago

Campaign Statuses

Detailed Systemwide Campaign Statuses

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

Campaign Lead Recycle Create or Modify

How to setup or modify Lead Recycle

Written by Eric Madura
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

Campaign Status (Dispositions)

How to create dispositions within a campaign

Written by Eric Madura
Updated over a week ago

Scripts

Create Scripts to be used on your campaigns

Written by Eric Madura
Updated over a week ago

Link Script to Campaign

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

Reports

How to run the Calls and Agent's Report

Written by Vanny
Updated over a week ago

Troubleshooting webphone

Troubleshooting webphone / headset connectivity issues

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

Advanced Webphone Troubleshooting

Advanced Troubleshooting for Webphone / Headset

Written by James Rivas
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 getting calls from the inbound queue, also setting next agent call and agent grade and rank.

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.

Written by Vanny
Updated over a week ago

Advanced Lead Management

Written by Eric Madura
Updated over a week ago

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 to pass variables to

Written by Vanny
Updated over a week ago

Custom Fields

How to utilize custom fields within Contact Center

Written by Eric Madura
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

Written by James Rivas
Updated over a week ago

Create Script button for Transfer presets

Written by Katelyn Rose
Updated over a week ago