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Concept Audio monitoring is a phone feature that allows Call Center Supervisors to join a call (barge), whisper to their agent, or choose to listen into the call. Types of Audio Monitoring Join Call (Barge) - Allows the supervisor to join the call, rather...

The Call Center Wait Timer found under the 'Call Center' tab displays the total wait time for a particular call queue, as seen below. The wait time displayed within the 'Call Center' tab includes the amount of time a caller is waiting on the line before bei...

Call Center Reports can be customized according to the content and frequency from the PBX by a Call Center Supervisor user. Follow the instructions below to configure the emailed reports. Log into the PBX portal and navigate to the Call Center screen. Sele...

This article explains how to enable the Agents as Users feature, which allows adding and viewing agents as Users in a queue rather than devices.  The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how many ...

A Call Center Agent can set their status by choosing from the available options shown below. Offline - the agent will not receive any calls Go Online - the agent will be able to receive calls Single-Call Mode - the agent will be able to receive only one...

Call queues often have a configuration to announce the number of callers waiting or to announce expected wait times. It is possible to use one of these settings but not both. The setting for announcements is not found on the queue itself but can be set in one...

Queue Analytics (referred to as Wallboard) allows you to manage, share, and customize Queue/Agent statistics dashboards in one convenient location. Please note this article references the Automated Telecom Call Center solution available within the PBX Portal,...

Updated 8/28/2025 Known Issues No 2FA support for mobile 2 Factor Authentication is not supported yet for the mobile client. ConnectUC Mobile FAQs What device version(s) are compatible with the Mobile App? Google Android devices require version 12 or n...

In this page we'll describe the two scenarios that describe how the Mobile Clients have calls routed to them. It's different if the app is backgrounded (or screen saver is on) or if the app is in the foreground. Foreground Ringing This is the simplest scenar...

The ConnectUC Call Center Tab allows Call Center Agents and Call Center Supervisor roles to manage and log in to call queues and view call queue statistics, such as active calls, call history, and many others.  Note: Using ConnectUC Call Center Agent an...

The ConnectUC Attendant Console tab allows you to manage Transfers, Parking, and Call Queues.  The Attendant Console tab is located on the left side menu and includes an always-active status indicator whereby ‘green’ indicates the attendant console is availab...

ConnectUC Link is a companion application for ConnectUC that extends the functionality of the platform via integrations, including the ability to support headset device call control and enabling the ConnectUC WebPop integration.  Installation ConnectUC Link ...

If a users is experiencing issues, but is unable to navigate to 'Report an Issue', you can diagnose potential issues by viewing the browser console log.  Turning on Console Log - Desktop Client Click on 'View and then select 'Toggle Developer Tools'. Turn...

MacOS Uninstall/Reinstall Process Mac users may uninstall a Desktop Application via Launchpad or Finder. MacOS - Launchpad Uninstall The Launchpad method should be used if the application was originally installed from the App Store. Ensure the Connec...

The ConnectUC Call Recording Transcription and Summarization feature gives you the ability to not only transcribe the conversation made during the call into a convenient and easy to read format but also give a summary of the whole call. Please keep in mind ...

ConnectUC Companion mode is a feature that allows users to use more than one device to make or take calls with another registered device.  Note: Poly and Yealink phones are known to work with this feature, and your mileage may vary when using the feature wi...