CC Pro is an additional service that is still undergoing updates, but here is some information about the functionalities that CC Pro already has!
My overviewMy overview is a dashboard within the PBX tab in our softphone which shows you an overview of your queues and agents. In the overview, you can see metrics such as how many calls are in the queue, how many users are logged in and available, and the longest waiting time for your queues. Only users with CC Pro and the statistics permission can access the overview. Read more about My overview here.
Co-listeningThis feature makes it possible to listen in on colleagues' conversations in real-time. Both the person who listens in and the person who is listened to need the CC Pro additional service. Read more about Co-listening here.
Call widgetsThe call widget function is used to display more information about a call. You can also use it to open a dynamic URL that is adapted to information related to the call, for example, the caller's number or which queue the call comes from.
Delayed Hunt GroupIf all the queue's members are using CC Pro, you can add them to the queue's delayed hunt group. It is possible to create a few different groups and with this functionality, you can select how calls should ring in the queue.
On-hook waiting/CallbackIf all the queue's members are using CC Pro, a functionality called On-hook waiting will be available in queue settings. If you choose to activate this functionality, there will be a few settings that need to be configured. Check out the On-hook waiting article for a more detailed explanation! When On-hook waiting is activated in a queue, it is good to remember that it will not affect how you answer your calls. Regardless if your customers are using on-hook waiting or not, the call will ring in the queue normally.
Activate profiles automatically (Wrap-up time and a failed call attempt)The most common way to use this functionality is to set a profile to be activated after a finished call. The profile is often set so that it logs out the user from queues and thus will not send calls to this user. This way, the functionality is used as an automatic wrap-up time that starts after a call. The settings for profiles are adjusted in Users > Profiles (e.g. length, queue log in or caller ID). To access the settings for automatic activation of profiles, you go to a queue, then place your pointer over a queue member to bring up a grey icon and adjust settings for the user in the queue. Click this button – then you will get activate profiles automatically in a separate popup window. There, you can select which profile should be activated after a call. These options will be shown only to users who have CC Pro activated.
There is also an alternative for which profile should be activated in case a queue member does not answer a call (misses the call length). The picture below shows and describes the alternatives which can be selected on this occasion.