00:44 - Creating a basic IVR
12:00 - Adding a User to a Skill
18:45 - Basic IVR drag and drop Options
24:17 - Setting up Skill groups
26:47 - Setting agent priority
29:30 - Inbound Number mapping
-
Management
- General
-
Outbound Skill-Based Routing
- What is Outbound-Skill Based Routing?
- Creating Skills and Skill Groups
- Assigning Skills and assigning User Plans to Users
- User Plans and Skill Groups
- Assigning Skill Groups To Leads via Data Imports
- Changing Skill Groups via List Data Manager
- Assigning Skill Groups To Result Codes
- Viewing Skills Eligibility Information via Campaign Manager
- Skills Based Routing Checklist
- Outbound Skill-Based Routing Considerations & FAQ
-
Business Intelligence (BI)
-
Dashboards & Wallboards
- Dashboard Designer - Settings & Info
- Dashboard & Wallboard Widgets 1 - Live Tiles
- Dashboard & Wallboard Widgets 2 - Grids
- Dashboard & Wallboard Widgets 3 - Charts
- Dashboard & Wallboard Widgets 4 - Data Tables
- Dashboard & Wallboard Widgets 5 - Inbound
- Dashboard & Wallboard Widgets 6 - Target
- Dashboard & Wallboard Widgets 7 - BI
- Publishing Dashboards
- Dashboard 'Publish To' Options
- Wallboard manager
- Tickers
- System Activity
- Dashboard features
-
Dashboards & Wallboards
-
Data
-
Data Handling
- Import Leads
- Lead Management
- Record Eligibility
- Lead search and edit
- Import DNC - Importing Phone Numbers onto the DNC List
- Import DNC - Customising the settings for importing DNC
- Import DNC - DNC Import Summary
- DNC Removal
- Import API Mapping
- List Data Manager
- Using List Data Manager To Organise Your Data
- Resource Uploader
- Table manager
- Data History
- Data Feature Guides
-
Data Handling
-
Quality
- Quality Assurance
- Quality section feature guides
-
Reporting
- Reporting Suite
-
Settings
- General
-
Advanced
- Settings
- Permissions
- Auditing
- Plans
- Targets
- Permissions and their meanings
- Permissions and their meanings - Page Level Admin Permissions
- Permissions and their meanings - Scripting Permissions
- Permissions and their meanings - Email Templating Permissions
- Permissions and their meanings - CTU Permissions
- Permissions and their meanings - Web API Permissions
- Permissions and their meanings - Telephony Permissions
- Permissions and their meanings - Agent Permissions
- Permissions and their meanings - Dashboard Permissions
- Permissions and their meanings - QA Permissions
- Permissions and their meanings - Tag Group Permissions
- Permissions and their meanings - Lead Management Permissions
- Permissions and their meanings - Omni Channel Permissions
- SIP Codes
- Advanced Feature Guides
-
Contact Hub
- Contact Hub FAQs
- Getting started
- The Basics
- Call Handling
-
Interaction Handling
- Receive and reply to Interactions in Contact Hub
- SLA indicators on Interactions
- The Interaction History Tab
- How to Use Canned Responses in Contact Hub
- Parking interactions
- Calling a contact from an interaction
- Change/Update a contacts details from an interaction
- WhatsApp Interaction options
- Branch and merge interactions
- Voice Transfers
- Interaction Transfers
- User Options & Features
-
Release Notes
-
Release Notes
- Release Notes 6.11.0
- Release Notes 6.10.0
- Release Notes 6.9.4
- Release Notes 6.9.3
- Release Notes 6.9.2
- Release Notes 6.9.1
- Release Notes 6.9.0
- Release Notes 6.8.0
- Release Notes 6.7.1
- Release Notes 6.7.0
- Release Notes 6.6.1
- Release Notes 6.6.0
- Release Notes 6.5.0
- Release Notes 6.4.0
- Release Notes 6.3.1
- Release Notes 6.3.0
- Release Notes 6.2.0
- Release Notes 6.1.0
- Release Notes 6.0.1
- Release notes 6.0.0
- Release 5.1.16
- Release 5.1.15
- Release 5.1.14
- Release Notes 5.1.13
- Release Notes 5.1.12
- Release Notes 5.1.11
- Release Notes 5.1.10
- Release Notes 5.1.9
- Release Notes 5.1.8
- Release Notes 5.1.7
-
Release Notes
-
FAQ's and Troubleshooting
-
Dialler management & general FAQs
- Max Support contact details
- MaxContact: Un-droppable progressive dialling
- Fetching Lead Records
- Outbound voicemails
- Samsung 'Smart Call' problems
- A 'Burn' explained
- Progressive Dialling - 'Un-Droppable'
- Importing Data for International Dialling
- MaxContact OData Guide
- Allowing MaxContact to send on behalf of your domain
- Rebrand menu update
- Explore page
- How to install MaxContact’s webchat code to your website using Google Tag Manager
- MaxContact UCaaS and Microsoft Teams
- Enable/Disable Call Recording
- Number Porting
- MaxContact Replication DB Best Practice
- Adding/Removing Numbers
- Deleting a Call Recording
- Customer Onboarding
- API Documents
- Accounting
- File & Document sharing
- Single Agent Errors Troubleshooting
- Startup guides
- Security and Compliance
- FAQ's & Troubleshooting
-
Dialler management & general FAQs
- Video Guides
-
Service Status
- Service Status
- Spokn AI - Speech Analytics