AT&T Collaborate

AT&T Collaborate – Enhanced Mobile is a Fixed Mobile Convergence solution that provides business, desk phone features on mobile phones. Improve mobile communications with your customers and collaborators by providing your high-definition voice business smartphone users the tools they need when connected to the AT&T VoLTE network.

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Create a contact center in AT&T Collaborate

With the AT&T CollaborateSM service, you can create contact centers that route incoming calls to assigned agents. When you create a contact center, you include profile, privacy, caller ID, and call policy settings.

After you create a contact center, you can assign agents and supervisors, update settings, add announcements, set up advanced features, and more. For details, see Manage contact centers.

Create a site-level contact center

You set up contact center profiles with basic information, such as the center’s phone number, name, and time zone. You can set the privacy settings so the contact center appears in directories, and you can specify the caller ID information used when a call is routed to an agent. You can specify a ring pattern so you can hear the difference between contact center calls and other calls an agent receives.

  1. On the Collaborate homepage, click Select a site or Switch sites, and then search for or select the site you want to manage.
  2. In the message that appears, click OK.
  3. On the left menu, expand Call handling, and then click Contact Center. The Manage contact centers page appears.
  4. Click Create. The Contact center overview page appears.
  5. Click Advanced mode. The Manage profile page appears.

Enter profile information

  1. On the Manage profile page, enter a name for the contact center.
    Note: Contact center names appear in the company directory and other lists.
  2. Do 1 of these things:
    • Enter a phone number and extension for the contact center.
    • In the Phone number field, click the Search icon to search for and select a phone number.
      Note: If you select a number from the list of available numbers, the extension is automatically updated. You can also enter an extension manually.
  3. Select a department and time zone.
    If the contact center is associated with a department, the name appears in the directory as part of the department.

Define privacy, caller ID, call policy settings, and ring patterns

  1. In the Privacy section:
    • To hide the contact center phone number from directories, check Exclude this contact center’s information from the company directory.
    • To hide the contact center extension from auto attendants, check Exclude this contact center’s information when a caller selects the Auto Attendant dial-by-extension option.
    • To hide the contact center name from auto attendants, check Exclude this contact center’s information when a caller selects the Auto Attendant dial-by-name option.
  2. In the Caller ID settings section, determine how the contact center phone number appears for incoming and outgoing calls:
    • Under Information displayed on the caller’s phone, select 1 of these options:
      – For all callers, show the phone number of the person who answers the call
      – For callers within your company only, show the phone number of the person who answers the call
      – For all callers, don’t show caller ID after the call is answered
    • Under Information displayed on the recipient’s phone, select 1 of these options:
      – To all call recipients, show only the caller’s information
      – To call recipients outside the company, show both contact center and caller information
      – To all recipients, show both contact center and caller information
  3. In the Contact Center policy settings section, select the call policy you want when a call searches for an available contact center agent:
    • Circular
    • Sequential
    • Simultaneous
    • Uniform
    • Weighted
  4. If you want to use distinctive ring patterns, in the Distinctive ringing section, check Turn on distinctive ringing for contact center calls, and then select a ring pattern.
  5. Click Save. The Manage contact centers page appears with the contact center you just created.

Now that you’ve created the contact center, you can assign agents and supervisors. For more information, see Manage contact centers.