Where to start
New to myContactCenter? The Introduction explains what the system consists of, the path a conversation takes from the customer to the agent, and the terms that recur in every chapter.
As an agent, you find everything for your daily work in the Agent chapter: logging in, controlling your availability, and handling calls, emails, faxes, chats and voicemails.
As an administrator, you set up the contact center in the Administration chapter: agents, skills and their distribution, mailboxes, announcements, the connection to the phone system — and you keep an eye on operations. You design how calls, emails and chats are received — with announcements, menus, callbacks and automatic replies — with Flows; Reports and dashboards analyze operations, Wallboards show the current situation on large screens, and Scripts extend the Agent and flows.
For setting up, the Installation chapter describes requirements, installation packages, configurators, distributed and high-availability setups, and updates.
For reference, the Appendix lists ports, folders, settings files, placeholders, limits and the supported systems.
Looking for something specific? The search finds every section of the manual. Open it with Ctrl+K or by clicking the search box.
Help from the programs
The Agent and the Administration open this manual with F1.