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Table of Contents

When you log in to the NewVoiceMedia platformVCC Admin Portal, you see the following webpage:

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Home page

The main area of the NewVoiceMedia platformVCC Admin Portal's home page contains two elements:

  • Carousel
    The top of the home page includes a scrolling area that contains links to NewVoiceMedia Vonage Contact Center news items. Click More info to open the news item in a new tab.
    Undismissed alerts also appear at the top of the carousel. For information about alerts, see 226400256136482592.
  • Components
    The bottom of the home page contains icons that represent NewVoiceMedia platform VCC Admin Portal features. Click an icon to open the webpage for the related feature in the current tab.

Banner

NewVoiceMedia platformVCC Admin Portal's banner is always present as you navigate around different areas of the NewVoiceMedia platformVCC Admin Portal.

ContactWorld banner

Hamburger and arrow icons button

By default, icons and menu item names appear in the menu. Click the hamburger button arrow icon to shrink the menu to display only icons. Click again

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Click the hamburger icon to display the menu item names again. For information about the menu, see 226400256136482592.

Hamburger button

Alerts

Alerts are short messages about the status of NewVoiceMedia Vonage Contact Center or your NewVoiceMedia platform VCC Admin Portal account.

Click Alerts in the banner to view all alerts in the order of receipt—newest alerts appear at the top of the list. Alerts also appear at the top of the carousel, one at a time. Some alerts have a More info link. Click this link for more information relating to the alert.

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Menu itemDescription
Home HelpA link to the 226400256 Vonage Contact Center Admin Portal user interface page within NewVoiceMedia Vonage Contact Center Product Documentation.
Documentation HomeA link to NewVoiceMedia Vonage Contact Center Product Documentation.
Product UpdatesA link to the Product Updates section within NewVoiceMedia Vonage Contact Center Product Documentation.

ContactWorld help

Account

The Account menu shows the logged in user's name and NewVoiceMedia Vonage Contact Center account, and the following options:

Menu itemDescription
Switch Account

Click to log in using a different NewVoiceMedia Vonage Contact Center account.

This item is only available if you have access to multiple accounts.

LogoutClick to log out of the NewVoiceMedia platformVCC Admin Portal.

ContactWorld Account

Menu

NewVoiceMedia platformVCC Admin Portal's menu is always present as you navigate around different areas of the NewVoiceMedia platformVCC Admin Portal. The menu contains all the features of the NewVoiceMedia platformVCC Admin Portal.

The menu appears on the left side of the webpage, or at the bottom of the screen on a mobile device. By default, icons and menu item names appear in the menu. Click the hamburger button to shrink the menu to display only icons. Click again to display the menu item names again.

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Menu itemDescription
HomeLink to homepage. Click Home at any time to close the menu and return to the homepage.
ContactPad

ContactPad is the main interface that agents use when handling interactions within the NewVoiceMedia platformVCC Admin Portal.

For information about ContactPad, see ContactPad.

Skill Management

Manage skills and assign skills to agents.

For information about managing skills, see Skill Management.

Virtual Queues

Configure virtual queues to enhance skills based routing and prioritize interactions based on their service level agreement.

For information about managing virtual queues, see Virtual Queues.

Real Time

Monitor and manage calls, queues, service levels, agent states and group states using live contact center information. For information about Real Time, see Real Time.

Interaction Architect

Design call flows using announcements, timetables, IVR Menus, CTI Routers, Integration APIs for third parties. For information about Interaction Architect, see Interaction Architect.

Stats and Reports

Configure and run reports to be delivered on screen and in emails. For information, see Stats and Reports.

IVR Data Collector

Configure the Interactive Voice Response system to collect data from callers. For information about the IVR Data Collector, see IVR Data Collector.

Call Recordings

Search call recordings by Dialled Number, Caller's Number, Agent, Date, and so on. For information about the Call Recordings, see Call Recordings.

System AuditView system activity including log in attempts, agent and applet updates, and user access changes. For information about System Audit, see Viewing and downloading system activity (System Audit).
System Settings

Manage passwords, single sign-on, short codes, agent states, and APIs.

For information about system settings, see Editing System Settings.

User Access

Manage individual User access rights to the key modules of the NewVoiceMedia platformVCC Admin Portal. For information, see Configuring user access.

Salesforce AdministrationCRM AdminProvide Salesforce CRM credentials to link your NewVoiceMedia platform VCC Admin Portal account to your Salesforce accountCRM account, including Salesforce and MS Dynamics. For information, see Linking Vonage Contact Center to a Salesforce account CRM Admin.



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Menu 


In addition, the menu contains the following links: