Onboarding

This article brings together the key resources for onboarding a new customer, covering essential setup information and the articles used across each training session.

Important information

TopicArticle
New customer checklistNew Customer Checklist
Whitelisting requirementsMaxContact Portal Whitelisting Requirements
Minimum PC specificationsMaxContact Minimum PC Specifications
Number portingNumber Porting

Training sessions

Session 1

Creating users, teams, and campaigns, building lists for data, and setting up result codes and dispositions.

TopicArticle
Campaigns, Teams & Users
CTU
ListsLists
Result codes / dispositionsResult Codes

Session 2

Importing data, managing campaigns, and setting up inbound routing.

TopicArticle
Importing leadsImport Leads
Import historyImport Lead History
Lead managementLead Management
Campaign managerCampaign Manager
Setting up queuesQueues
IVR walkthroughIVR Walk Through for New Customers
IVR Builder (folder)
Inbound numbersInbound Numbers
Inbound deny listInbound Deny List
Enabling emergency routingEmergency Inbound Routing
Inbound call handlingInbound Call Handling

Session 3

Contact Hub and quality assurance.

TopicArticle
The basicsContact Hub - The Basics (folder)
Handling callsHandling Calls (folder)
Handling interactionsHandling Interactions (folder)
Transferring callsTransferring Calls (folder)
User featuresUser Features (folder)
WebRTCMaxContact Softphone (WebRTC)
Listening back to callsRecordings Playback
Quality assuranceQA Screen
Coaching & monitoring callsCoaching
EvaluationsEvaluations

Session 4

Reporting, dashboards and wallboards, and scripting.

TopicArticle
Reporting suiteReport Viewer
Scheduling reportsReport Scheduler
Custom report builderCustom Report Builder
Dashboards & wallboards overviewDashboards & Wallboards (folder)
Publishing dashboardsPublishing Dashboards
Monitoring system activitySystem Activity
Scripting overviewScripting (folder)
Scripting walkthroughScripting Walk Through for New Customers
Script settingsScript Editor Settings