Overview
This is a quick guide to basic CommUnity Call Center functions.
Telephone Content
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HUD Web Content
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myHub Content
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CommUnity Call Center Telephone Keycodes
ACTION | PHONE KEYCODES |
AGENT LOGIN | Dial *1 to login to your queue(s) from your assigned phone. |
AGENT LOGOUT | Dial *3 to logout of your queue(s) from your assigned phone. |
AGENT STATUS | Dial *5 to check your login status from your assigned phone. |
LOGIN WITH FORWARD | Dial *50 to login to your queue(s) and respect forwarding rule |
LOGIN ROAMING | Dial *54 to login to your queue(s) from any phone. |
LOGOUT ROAMING | Dial *56 to logout of your queues from any phone. |
AGENT STATUS ROAMING | Dial *55 to check your login status from any phone. |
HUD Web Community Call Center Functions
How to access CommUnity Call Center via webHUD
Open the
webHUD app
in your
Browser.
Select the Call Center icon at the top of the page.
How to Login to
Call Center Queues via HUD Web
Select the Call Center icon at the top of the page.
Select the My Status Tab.
Select the
Queues you want to
log into.
Click the Login button at the top of the queue list.
How to Logout of
Call Center Queues via HUD Web
Select the Call Center icon at the top of the page.
Select the My Status Tab.
Select the
Queues you want to logout of.
Click the Log Out button at the top of the queue list.
Select a log out reason.
How to View Queue Status in HUD Web
This page displays the
queues and status assigned to the
user.
How to display My Queues:
Select the Call Center icon at the top of the page.
Select the My Queue Tab.
The following
status info. is displayed:
Long Hold
Waiting
Average Wait Time
Average Talk Time
Abandoned Call Percent.
Active Calls
How to View All
Queue Status in HUD Web
This page displays all of the location’s queues. The stats that are displayed are the same as the My Queue stats.
How to display All Queues:
Select the Call Center icon at the top of the page.
Select the All Queue Tab.
Note: There are 2 views available for both queue pages.
Click the
icon to display the List view.
Click the
icon to display the Tile view.
View My Status
This page displays the user’s assigned queues and if the user is logged in or not of a queue.
How to display My Status:
Select the Call Center icon at the top of the page.
Select the My Status Tab.
As describe above a user can log in or out of a queue from this page.
MyHud Community Call Center Functions
How to access CommUnity Call Center Via myHud
Open the myHud app in on your P/C.
Click the Call Center icon in the left panel
To log into all queues with a single click, click on the All Queues field and select Logged in.
To log into a single queue, click on the desired Queues field and select Logged in.
How to Login to Call Center Queues via myHud
Open the myHud app in on your P/C.
Click the Call Center icon in the left panel
To log into all queues with a single click, click on the All Queues field and select Logged in.
To log into a single queue, click on the desired Queues field and select Logged in.
How to Logout to Call Center Queues via myHud
Select the Call Center icon in the left panel.
Select the Queues you want to logout of.
Click the Log Out drop down menu .
Select a log out reason.
How to Access the myHud Call Center Manager
This page displays the queues and status assigned to the user.
How to display My Queues:
Select the Call Center Manager icon in the left panel.
The Call Manager page will display as a pop out.
myHUD Call Center Manager
The myHUD Call Center Manager the following sections:
① My Calls - Display the calls the agent is current calls.
② Parking Lot - Displays the calls that have been parked.
③ Queue Statistics
Queue name
Available Agents
Callers Waiting
Call Abandoned
Calls Completed
Total Calls
④ Queue Agent info:
Name
Call Type
Status
Elapsed
Avg Talk
⑤ Caller Waiting - Display the calls that are waiting to be picked up.
⑥ Supervisors - Display the active Queue supervisors.
Agents can Call or Chat with a supervisor by clicking on the 3 dot icon next to the desired supervisor.
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