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West Cloud Contact FAQs

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West Cloud Contact delivers a powerful set of tools that put you in total control of call routing across the enterprise. Combined with sophisticated contact center functionality, Cloud Contact ensures that incoming callers reach the resources best able to meet their requirements – first time, every time.

 

How do I contact support?

Our Network and Voice Operations Centers (NOC/VOC) are staffed 24/7/365 by Cisco certified professionals. The team can be reached at 888.728.0950.

What call flow management tools are included?

  • Voice Queues
  • Geo Routing
  • Hunt Groups
  • Directory
  • Action Groups
  • Voicemail
  • Auto Attendant
  • Multimedia Queuing including Voice & Chat

What types of reports are available?  

  • Session Reports
  • Agent Status Log
  • Chat Log
  • Chat logs between Agents & Customers (when Chat Queuing enabled)
  • Queue Call Recording
  • Screen Capture Recording

What real-time monitoring tools are included?

  • Queue Status
  • Agent Status
  • Active Sessions
  • Completed Session
  • Monitor DID, Queue, Whisper, Barge

What is the Agent Desktop Client (ADC)?

The Agent Desktop Client PC application provides access to real-time queue/call statistics and alerts, user call status and transfer capabilities, secure chat func­tionality with other agents and customers, and advanced screen-pop functionality that can be integrated with a company’s CRM. It delivers agent tools that improve performance and awareness, empowering agents to provide more personalized service, whether they are located in a contact center or remote location.

 

 

 

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