Overview

This is a quick guide to basic CommUnity Call Center functions.

Telephone Content

HUD Web Content

myHub Content

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.

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.

CommUnity Call Center Quick Start Guide