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Below is a summary of the commands available in Call Center, and the added commands available in Call Center Pro. NOTE: This will be updated as the two applications evolve. Click here to download a PDF of this file Call Center Call Center Pro Basic Info Name Ext. / # / Buy Name Ext. / # / Buy Configuration 4 Queue Routing Hold Treatment audio file Timeout Queue Call Limit Timeout if empty Escalation queue Escalation callflow after timeout Zero out to callflow Dropout options Additional options for Hold (see below) 6 Queue Routing Hold Treatment audio file Timeout Queue Call Limit Timeout if empty Escalation queue Escalation callflow after timeout Zero out to callflow Dropout options Additional options for Hold (see below) Record all calls in queue Routing Strategy Most Idle Least Calls Handled Least Offered made Round Robin Most Idle Least Calls Handled Least Offered made Round Robin Skill based (Loose) Skill based (Strict) Hold Treatment Media file Announce Position Announce Wait Pause Build your own order Media File Announce Position Announce Wait Pause Build your own order Agent Behavior Agent Connect Timeout Force Away on Rejected/Missed Agent Recovery Time Allow Recovery Time Extension Allow Unlimited Recovery Time Extensions Agent Connect Timeout Force Away on Rejected/Missed Agent Recovery Time Allow Recovery Time Extension Allow Unlimited Recovery Time Extensions List of queues page status preview Agents Active Longest Wait Calls in Queue Missed Calls Abandoned Calls Paused / Activate button Agents Ready Agents Busy Agents Away Agents Active Longest Wait Calls in Queue Missed Calls Abandoned Calls Paused / Activate button Agents Ready Agents Busy Agents Away Queue Reporting - Activity Logs Shows all events in queue Search by agent, event, phone # Filter by Activity Sort by single agent or all agents Shows all events in queue Search by agent, event, phone # Filter by Activity Sort by single agent or all agents Queue Reporting - Member List Name Role Status Handling Session length Time Marked as away Assign Skills Sort hi to low on any variable Name Role Status Handling Session length Time Marked as away Assign Skills Sort hi to low on any variable Queue Reporting - Calls in queue N/A Review calls in list Admins and Managers can Eavesdrop Whisper Barge Call Center Members Summary Display list of members Add available users as member Summary shows Member Session Duration Assigned Queues (# + name) Display list of members Add available users as member Summary shows Member Session Duration Assigned Queues (# + name) Call Recording on / off Skills Tags Manage / Edit Skills Use 1 or more rules Assign multiple skill tags per agent Set loose / strict criteria in routing strategy CS-CallCentervCallCenterpro-081121-1951.pdf View full File