Onboarding

Important Information

New customer checklist

https://maxcontact.freshdesk.com/support/solutions/articles/80001056287-new-customer-checklist


Whitelisting requirements

https://maxcontact.freshdesk.com/support/solutions/articles/80001054802-maxcontact-portal-whitelisting-requirements


Minimum PC specifications

https://maxcontact.freshdesk.com/support/solutions/articles/80001054810-maxcontact-minimum-pc-specifications


Number porting

https://maxcontact.freshdesk.com/support/solutions/articles/80001169456-number-porting

 


 

Training Sessions

Session 1

Creating users, teams and campaigns

Users: https://maxcontact.freshdesk.com/support/solutions/articles/80000820373-ctu-users

Teams: https://maxcontact.freshdesk.com/support/solutions/articles/80000820372-ctu-teams

Campaigns: https://maxcontact.freshdesk.com/support/solutions/articles/80000820368-ctu-campaigns


Creating lists for data

Lists: https://maxcontact.freshdesk.com/support/solutions/articles/80000820387-lists


Result codes/dispositions

Result codes: https://maxcontact.freshdesk.com/support/solutions/articles/80000713909-result-codes


Session 2

Importing data

Importing leads: https://maxcontact.freshdesk.com/support/solutions/articles/80000820951-import-leads

Import history: https://maxcontact.freshdesk.com/support/solutions/articles/80000821018-import-lead-history

Lead management: https://maxcontact.freshdesk.com/support/solutions/articles/80000713942-lead-management


Managing campaigns

Campaign manager: https://maxcontact.freshdesk.com/support/solutions/articles/80001068907-campaign-manager

Campaign & List settings: https://maxcontact.freshdesk.com/support/solutions/articles/80001071483-campaign-manager-campaign-list-settings

Campaign manager grids: https://maxcontact.freshdesk.com/support/solutions/articles/80001071380-campaign-manager-grids


Inbound set-up

Setting up queues: https://maxcontact.freshdesk.com/support/solutions/articles/80000713807-queues

IVR walkthrough: https://maxcontact.freshdesk.com/support/solutions/articles/80000802167-ivr-walk-through-for-new-customers

Inbound numbers: https://maxcontact.freshdesk.com/support/solutions/articles/80000983636-inbound-numbers

Inbound deny list: https://maxcontact.freshdesk.com/support/solutions/articles/80000972878-inbound-deny-list

Enabling emergency routing: https://maxcontact.freshdesk.com/support/solutions/articles/80000713840-emergency-inbound-routing

Inbound call handling: https://maxcontact.freshdesk.com/support/solutions/articles/80001138628-inbound-call-handling


Session 3

Contact Hub

The basics: https://maxcontact.freshdesk.com/support/solutions/folders/80000719094

Handling calls: https://maxcontact.freshdesk.com/support/solutions/folders/80000719128

Handling interactions: https://maxcontact.freshdesk.com/support/solutions/folders/80000723507

Transferring calls: https://maxcontact.freshdesk.com/support/solutions/folders/80000719131

User features: https://maxcontact.freshdesk.com/support/solutions/folders/80000719133

Web RTC: https://maxcontact.freshdesk.com/support/solutions/articles/80000713761-maxcontact-softphone-webrtc


QA

Listening back to calls: https://maxcontact.freshdesk.com/support/solutions/articles/80000713798-recordings-playback

Quality Assurance: https://maxcontact.freshdesk.com/support/solutions/articles/80000821098-qa-screen

Coaching & Monitoring calls: https://maxcontact.freshdesk.com/support/solutions/articles/80000713800-coaching

Evaluations: https://maxcontact.freshdesk.com/support/solutions/articles/80000713799-evaluations


Session 4

Reporting

Reporting suite: https://maxcontact.freshdesk.com/support/solutions/articles/80001033865-report-viewer

Scheduling reports: https://maxcontact.freshdesk.com/support/solutions/articles/80000821122-report-scheduler

Custom report builder: https://maxcontact.freshdesk.com/support/solutions/articles/80000821176-custom-report-builder


Dashboards & Wallboards

Dashboards & Wallboards overview: https://maxcontact.freshdesk.com/support/solutions/folders/80000523050

Publishing dashboards: https://maxcontact.freshdesk.com/support/solutions/articles/80000713944-publishing-dashboards

Wallboard manager: https://maxcontact.freshdesk.com/support/solutions/articles/80001013621-wallboard-manager

Monitoring system activity: https://maxcontact.freshdesk.com/support/solutions/articles/80000713795-system-activity


Scripts

Scripting overview: https://maxcontact.freshdesk.com/support/solutions/folders/80000523046

Scripting walkthrough: https://maxcontact.freshdesk.com/support/solutions/articles/80000713937-scripting-walk-through-for-new-customers

Script settings: https://maxcontact.freshdesk.com/support/solutions/articles/80000713886-script-editor-settings