Portal improvements
uCallManager; the flexible Teams Direct Routing contactcenter is constantly improving; based on the feedback we receive from our customers. We are happy to share the latest improvements.
Improved search for MS 365 agents
We have improved the listing of agents in the uCallManager management portal. uCallManager uses Microsoft Graph to retrieve Microsoft 365 agents. It is now possible to search for agents. Activating MS 365 agents has become more easy and there is no limit to the amount of connected agents.
uCallManager dashboard data retention changes
uCallManager dashboard brings powerful insights an KPI management tools like service level management, agent productivity and more. Now call detail record data retention is set to 2 years. Agent status data is set to 3 months. Need a different dashboard layout or retention period? With uCallManager data sync you can sync your uCallManager data to an Azure database in your company’s Microsoft 365 tenant. Contact us for more information.
uCallManager & uWebChat - Avatar
For customers who are also using uWebChat from the Universal Communication Suite; now your agents can use their Teams image or avatar in uWebChat conversations. This makes communicating with your customers through live web chat even more professional and personal.
uCallManager manual
uCallManager feature list
Advanced Teams Direct Routing
Use MS 365 call queues or add uCallManager queues with advanced agent routing options (round robin memory, random, fewest calls, linear, least recent , round robin, ordered). Define timeout and servicelevel. and set next queue.
uWallBoard for Teams
A web-based user-friendly wallboard for realtime insights on the status
of your queues. Displaying calls in queue, agents in call and available
agents in a queue. This web based wallboard for MS Teams is available on
any device at any time.
uCallManager Reports
uCallManager provides a comprehensive (power BI) report that gives you real-time insight into service levels, call volume and call service levels, even from your mobile device. Want to create your own Power Bi Dashboard with KPI’s that are relevant for your business? We offer options for that.
Integrate with Microsoft Shifts
Agents can be hunted based on the shift information in Microsoft Shifts. Agents are dynamically fetched from MS Teams shifts. This way your telephony system automatically follows your Shift configuration. Easy does it.
uContactCard integration
We believe that your phone system should integrate with your company database, whether that is CRM, your helpdesk system or ERP application. As long as it is web based uCallManager will pop up a Teams Adaptive Card displaying the relevant information from your system! That is Customer Service.
Use your own phonenumbers
No need to migrate your numbers to Microsoft. uCallManager is available for third party SIP trunking. We add your trunk and numbers to the uCallManager platform and you are ready to go.
uCallRecording for Teams
CallRecording is available for your selected queues. uCallRecording enables callrecording for every PSTN incoming call. And viewing callrecordings is easy; just from the uCallManager portal for the users that have been granted access to these recordings. Secure & Easy.
Web management portal
uCallManager comes with a userfriendly portal. Securily accessible from any device any time. Organizations can authorize admins per uCallManager feature and choose to only view or also edit uCallManager settings. Flexibility that counts.
