MyCalls Call Centre.................................................................................................. 58
MyCalls Agent Control ....................................................................................................................... 58
SV9100 Programming ....................................................................................................................... 58
Configuring MyCalls ................................................................................................. 59
Configuring Pilot Numbers ................................................................................................................. 59
Creating Real Time Windows ............................................................................................................ 67
Real Time Status - Users .................................................................................................................. 69
MyCalls Agent Control .............................................................................................. 70
SV9100 Programming ....................................................................................................................... 70
Agent Control Groups ........................................................................................................................ 73
Wrap-up Timer ................................................................................................................................... 75
Completion Codes ............................................................................................................................. 79
Skill Sets ............................................................................................................................................ 81
As an Agent ....................................................................................................................................... 84
As An ACD Supervisor ...................................................................................................................... 86
Sample Agent Activity Report. ........................................................................................................... 87
MyCalls Enterprise ................................................................................................... 93
MyCalls PC Specification ................................................................................................................... 94
Data Storage ...................................................................................................................................... 94
SL Licensing ............................................................................................................. 96
Installation Scenarios ............................................................................................... 97
Installation Procedures ........................................................................................... 101
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