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What's Needed

Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)


What's Needed

  • List of users to be loaded

  • Identify Customer users who will be Supervisors/Managers for Contact Center

  • Desired IVR design

  • List of recognized holidays

  • Desired hours of operation for the contact center

  • Choose the time zone to control monitoring/reporting and hours

  • Decide what the team structure is, if there is more than one team

  • An IVR to be built

  • The agents loaded into the Partner Portal

  • What queues or groups of queues agents should answer, and at what priority

  • Know the scripts for the different prompts to be played in the IVR, and record them

  • Decide whether to track any custom activities for the agents

  • Download the software onto the agents’ desktops

Related content

Contact Center Configuration Guide
Contact Center Configuration Guide
More like this
IVR Build
More like this
Configuring the Teams
Configuring the Teams
More like this
Configuring Agents and Teams
Configuring Agents and Teams
More like this
Product Update 11/17 – Easy IVR – Scheduled for Dec 1
Product Update 11/17 – Easy IVR – Scheduled for Dec 1
More like this
Setting up a Contact Center in the Customer Account Control Panel
Setting up a Contact Center in the Customer Account Control Panel
More like this

Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)