Contact Center Pro and Contact Center Elite are available for installation through CONTROL PANEL.

Installing Contact Center Pro/Elite

To install Contact Center Pro or Elite, click on the Contact Center tile or navigate to Services > Contact Center and select an appropriate package and click Install.

When Contact Center Pro/Elite is installed:

• a dedicated Contact Center Pro/Elite page will be displayed in the CONTROL PANEL;
• a new account will be provisioned in the Contact Center Admin Portal;
• Onboarding Mode will be enabled for the account configuration. Read the Knowledge article about the Onboarding Mode for more information.

Managing Contact Center

Contact Center Pro/Elite will be available for review and managing only to account contacts with the following roles in CONTROL PANEL:

• Owner
• Technical Administrator with service Contact Center Pro/Elite

The new Contact Center Pro/Elite role is visibly displayed as a child role to Elevate. If Elevate is disabled, the Contact Center Pro/Elite role cannot be managed and will not be shown.

Note: this new role is for managing only Contact Center Pro or Elite packages.
The Contact Center Pro /Elite role will be automatically enabled for all existing account contacts having Elevate role enabled. For new account contacts, this role needs to be enabled manually in the Create account contact page. It will not be enabled by default.

Contact Center Page overview

Contact Center Admin Portal login

To log in from CONTROL PANEL to Contact Center Admin portal via Single Sing-On, account admins can use the link in the upper part of the page. This is what the Contact Center Admin portal looks like:

General

This tab provides general information about the Contact Center service, such as your current package, reference Contact Center Account ID, recommended steps for account provisioning, etc.

Users

Here you can see the list of AD users on the account. You can enable or disable Contact Center service per user.

Once Contact Center service is enabled, a new Agent in Contact Center Admin Portal is created, and the user data is synced from CONTROL PANEL.

The user data is synced to Contact Center Admin Portal as described below:

• CONTROL PANEL Display Name is used as the agent's First Name and also the Agent's name in the tree view at the left of the Contact Center Admin Portal.
• CONTROL PANEL Email is used as Agent's Username and Email.
• Profile picture from CONTROL PANEL is shown in Contact Center Admin Portal as well. If changed after installation, new profile picture will be propagated to Contact Center Admin Portal within approximately 1 hour.

Disabling Contact Center in CONTROL PANEL would delete the Agent from Contact Center Admin Portal.

FAQ

Q: How can I change selected package (e.g., from Pro to Elite)?
A: Contact the Onboarding team for package upgrade/downgrade. Package upgrade/downgrade directly from CONTROL PANEL is planned for the next phase.

Q: How do I uninstall installed Contact Center package from CONTROL PANEL?
A: To uninstall Contact Center, contact the Support team. Packages uninstallation directly from CONTROL PANEL is planned for the next phase.

Q: Can I import phone numbers from CONTROL PANEL to Contact Center Admin Portal?
A: No, phone numbers import is out of scope for the current release, contact the Onboarding team to do it. This functionality is planned for the next phase.

Q: Can I purchase additional features and/or Contact Center Concurrent Subscription Licenses from CONTROL PANEL integration?
A: This functionality is available in Onboarding mode. Read the Knowledge article about Contact Center Pro/Elite: Onboarding Mode for more information.