CommUnity Call Center Quick Start Guide
- Bob Young
Overview
This guide provides basic information on how to navigate the CommUnity Call Center using the Telephone, HUD Web, and myHud platforms.
Telephone Instructions
HUD Web Instructions
CommUnity Call Center Telephone Keycodes
ACTION | PHONE KEYCODES |
AGENT LOGINÂ | 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 ROAMINGÂ | 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
HUD Web - How to Login to the Call Center Queues
Click the Call Center icon at the top of the page.
Click the My Status Tab.
Select the Queues you want to log into.
Click the Login button at the top of the queue list.
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HUD Web - How to Logout of the Call Center Queues
Click the Call Center icon at the top of the page.
Click 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.
HUD Web - How to View My Queues
The My Queues page displays the queues assigned to the user.
How to display My Queues:
Click the Call Center icon at the top of the page.
Click the My Queue tab.
The following information is displayed for each Queue:
Long Hold
Waiting
Average Wait Time
Average Talk Time
Abandoned Call Percent.
Active Calls
HUD Web - How to View All Queues
The All Queues page displays all of the queues for a location.
How to display All Queues:
Click the Call Center icon at the top of the page.
Click the All Queues tab.
Note: There are 2 views available for both queue pages.Â
Click the
icon to display the List view.
Click the
icon to display the Tile view.
HUD Web - How to View My Status
The My Status page displays queues assigned to the user and if the user is logged in to the queue.
How to display My Status:
Click the Call Center icon at the top of the page.
Click the My Status tab.
As describe previously a user can log in or out of a queue from this page.
myHud Community Call Center Functions
myHud - How to Login to the Call Center Queues
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.
myHud - How to Logout to the Call Center Queues
Open the myHud app in on your P/C.
Select the Call Center icon in the left panel.
Select the Queues you want to logout of.
Click the Log Out drop down menu and Select a log out reason.
myHUD - Call Center Manager
How to display the Call Center Manager:
Open the myHud app in on your P/C.
Click the Call Center Manager icon in the left panel.
The Call Center Manager page will display as a pop out.
Call Center Manager Page
The myHUD Call Center Manager provides the following Info:
â‘ My Calls - Displays the agents current calls.
â‘¡ Parking Lot - Displays the calls that have been parked.
â‘¢ Queue Information:
Queue name
Available Agents
Callers Waiting
Call Abandoned
Calls Completed
Total Calls
â‘£ Queue Agent info:
Name
Call Type
Status
Elapsed
Avg Talk
⑤ Caller Waiting - Display the calls that are waiting to be answered.
â‘¥ 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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