Connectors

Settings | Connectors

Landis Contact Center (Preview)

Customers that are utilizing Landis Contact Center queues can enable the connector to allow agents to sign in/out of queues, change their agent status, enable/disable recording and display call pop and wrap up questions.

1. Enable the setting to Use Landis Contact Center Integration

2. If applicable, select the appropriate Landis Contact Center organization from the list | Submit

Agent Status, Queue sign in/out, and Live Queue stats

Queues Panel

Agent Status, Queue sign in/out, and Live Queue stats can be accessed in the Queues panel. This panel can be either persistent in the layout or appear termporarily as needed (Smart Panel).

Smart panel: See Smart Panels

Persistent panel: Settings | Layout | Enable the Queues panel on the layout

Quick Access Shortcut Button(s)

Quick access shortcuts buttons can be created to change an agent status or sign in/out of queue(s).

Settings | Quick Access Shortcuts | New

New set agent status shortcut or New set agent queue shortcut

Footer

Right click footer | Enable Agent status, Time in Agent Status, and Signed in Queues.

Clicking on any of these items on the footer will bring up the queues panel.

Recording

Recording can be enabled/disabled by selecting the record button on the live call controls. The capability for an agent to manage call recording is determined by the contact center's call setting policy.

A keyboard shortcut can be configured to enable or disable recording. Settings | Keyboard Shortcuts | Start/Stop Contact Center Recording

The current recording status can be shown on the footer. Right-click the footer to enable Recording Status.

Call Pop

1. Settings | Layout | Enable the Call Pop panel on the layout

The Adaptive Card call pop can be used with Landis Contact Center placeholders.

Wrap up Questions

This panel can be either persistent in the layout or appear termporarily as needed (Smart Panel).

Smart panel: See Smart Panels

Persistent panel: Settings | Layout | Enable the Wrap Up Questions panel on the layout

Outbound queue calling

Calls can be made on behalf of a queue by selecting the avatar | select a queue "call as" option from the drop down. Once the setting has been changed, initiate a call as normal.

By default, the "call as" setting remains active until manually changed. However, if preferred, it can automatically switch back to calling as the signed-in user after one call. To enable this feature, navigate to settings | Advanced | enable Reset Selected Delegate to Myself after 1 Call.

There is also the ability to create a quick access shortcut to change the call as delegate setting. See Quick Access Shortcuts