Getting Started on ~.UcClient.~ Unified Communications

Call Management & Analytics

Mon, 01 Jan 0001 00:00:00 +0000

Call Management & Analytics #

This call analytics portal provides a range of tools to analyse the call experience of your customers and monitor staff performance, both historically and in real-time.

The system collects information about all telephone calls, tracking where calls have routed to (including Call Routing Announcements/Auto Attendants) and storing DDI, contact information and internal information such as users and agents.

User Interface #

This section provides an overview of the portals user interface, outlining what each area is for.

Training Videos

Mon, 01 Jan 0001 00:00:00 +0000

Training Videos #

The following videos provide a walk through if the user interface and the primary features of the solution.

User Interface Introduction #

An introduction to logging onto the system and navigating the user interface:

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Reports #

The following videos provide information on how to create, run and customise historical reports:

Introduction

Creating & Editing

For more information, please refer to the Reports section. #

Wallboard #

The following videos provide an overview of the Wallboard and the available tiles:

Horizon

Mon, 01 Jan 0001 00:00:00 +0000

Horizon #

Recording Portal Usage Details #

~.Dimensions.~ uses the advanced recording portal to download call recordings from Horizon. To do this, it requires a dedicated user account on the advanced recordings portal.

Please follow the instructions below to create a dedicated account for ~.Dimensions.~ to use.

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~.Dimensions.~ will import a copy of the recordings (for users with Transcription enabled) available when the connection is first added, then check every 15 minutes for new recordings.

To create a dedicated user account for ~.Dimensions.~, login to the advanced recording portal.

User Settings

Mon, 01 Jan 0001 00:00:00 +0000

User Settings #

For each user who access to the system there are some basic setting that apply only to them. The user based settings can be accessed by selecting the 'My Profile' option from the user context menu at the bottom of the portal navigation options:

The settings outlined below can be updated as required by the logged in user.

Your Details #

This section contains basic user information.

Dispositions

Mon, 01 Jan 0001 00:00:00 +0000

Dispositions #

Dispositions are effectively call results, they are used to provide details of the success or failure of each call. Dispositions work in a similar way to Call Tags, but are enforced. this means that for each disposition rule created, an accompanying filter is required to control which calls the disposition should be applied to.

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Dispositions are available with an 'Analytics' customer licence.

Details on how to configuration dispositions can be found here.

Contact Directories

Mon, 01 Jan 0001 00:00:00 +0000

Contact Directories #

~.Dimensions.~ provides a contact database feature which allow customer or CRM records to added. These contacts can then be used throughout the solution to provide the following features:

For information on how to configure a contact directory, refer to the Settings section.

Reports #

Contact information is saved alongside call information and can be used treated as other call information when running reports.

Contact fields can be added to call list reports to provide additional information. Contact fields are also available in filters to help when search for specific calls or analysing specific types of customer.

~.UcClient.~ Clients

Mon, 01 Jan 0001 00:00:00 +0000

~.UcClient.~ Clients #

~.UcClient.~ clients provide users with access to control over their phone, including access to call history, voicemail, contacts and where available softphone features.

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Access to ~.UcClient.~ clients is licence controlled. If there is no reference to client permissions in the portal, access to ~.UcClient.~ clients are not enabled.

Client Types #

The table below outlines the different ~.UcClient.~ clients which are available, a brief description and a link to the client's dedicated documentation:

Call Recording

Mon, 01 Jan 0001 00:00:00 +0000

Call Recording #

If it has been enabled against your account and your user has the correct permission, ~.Dimensions.~ provides access to playback telephone calls, directly from reports.

Access to call recordings is available through 2 methods:

Conversations -> A dedicated area for accessing call recordings and conversational intelligence data.
Call Session -> By clicking through to the call session view from any call list report, you can access the recordings for that specific call.

Which Calls Are Recorded? #

When and how calls are recorded is controlled on the communications platform. Please refer to your system administrator for more information.

Recording Playback from a Report #

To playback a call, simply run a call list report and use the a saved or quick filter to identify the specific call to replay.

Platform Types

Mon, 01 Jan 0001 00:00:00 +0000

Platform Types #

The feature matrix below highlights the differences in the features available on each platform type ~.Dimensions.~ supports:

Type	Live Call Data	Call Recording Playback	Reporting Limitations	User Interaction
~.pbx.kazoo.name.~	✔	✔	No Limitations	All Interactions Supported
3CX	✔	✔	No Hold Time Reporting No Voicemail Reporting	No Steal Support
Microsoft Teams	✘	✔	No Ring/Hold Time Reporting No Transfer Reporting No Voicemail Reporting	No Interactions Supported

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If ~.Dimensions.~ is collecting data from multiple platforms, different features will be available depending on the platform the user/calls exist on.