Recent updates
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Quick Troubleshooting Guide
Updated onArticleThis guide will provide guidance to troubleshoot and fix errors that you may experience when using the Agent Console.
Knowledge Base Release Updates and Troubleshooting Guides Release Updates & Guides
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Call Center Administrator
Updated onArticleThe Call Center Administrator tab allows supervisors to customize the settings of each queue they are responsible for. They can set shift times and monitor the statistics of their agents for each queue. Furthermore, supervisors can tailor the type of statistics displayed to the agents.
Knowledge Base AIVA Connect Console Call Center User Guides
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Contacts
Updated onArticleThe contacts tab displays a user's shared enterprise directory. From this tab, users can view their group or enterprise directory, create their own local directory, and perform call actions.
Knowledge Base AIVA Connect (WebRTC) Console User Guides
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Calling
Updated onArticleAIVA Connect Operator Console provides advanced telephony services for its users and supports multi-call handling up to 5 calls. Call Logs provides information about past calls and can be used to perform call actions. Call Controls presents the user with several tools that can aid you during an active call, including call transferring and call recording.
Knowledge Base AIVA Connect (WebRTC) Console User Guides
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Change Logs
Updated onArticleContacts Directory
- Ability to filter by department
- Support for unlimited number of entries (up from 2000)
- Performance improvements in fetching, filtering and searching
- Automatic avatars based on the contact’s name if custom ones is not picked by the user
- Agent branch indicator
- Bug fixes
Knowledge Base Release Updates and Troubleshooting Guides Release Updates & Guides
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Troubleshooting Logout, Login, and Authentication Issues
Updated onArticleWhen unexpectedly being logged out (electrical outages, surges, etc) use these steps below if you experience challenges logging back in.
Knowledge Base Release Updates and Troubleshooting Guides Release Updates & Guides
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Call Center Agent
Updated onArticleThe Call Center Agent tab allows agents to view their personal call statistics of their assigned queues. Call Center Administrators will determine which type of statistics their agents can view.
Knowledge Base AIVA Connect Console Call Center User Guides
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Integrations
Updated onArticleIntegrations are an add on feature to the WebRTC client console. They include property management systems, central reservation systems, and phone systems. With integrations, users can utilize all of their necessary systems without the need to download any software and all under one single-pane-of-glass console. They are simply added as a menu icon on the left side of the screen and can be accessed at any point.
Knowledge Base AIVA Connect Console Integrations User Guides
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Agent Status
Updated onArticleThe AIVA Connect Operator Console allows users to change their Agent Status at any given time. When a status change is made, the user's availability status will be updated in real-time in BroadWorks.
Knowledge Base AIVA Connect (WebRTC) Console User Guides
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Settings
Updated onArticleThe settings tab of the AIVA Connect Operator Console allows users to change the functionality and behavior of the product, including display settings, notification settings, and audio settings. This guide will highlight the Network and Support settings that are provided to users.
Knowledge Base AIVA Connect (WebRTC) Console User Guides