Call Centre

Quick Reference Guides

Single page guides outlining the main features, together with explanations of the buttons/icons.

Standard Call Centre Agent Quick Reference guide (PDF, 266KB)

Standard Call Centre Supervisor Quick Reference guide (PDF, 372KB)

Standard Call Centre Group Administrator Quick Reference guide (PDF, 412KB)

Standard Call Centre FAQ's (PDF, 451KB)

User Manuals

The user manuals provide more detailed instructions and information on features and functionality.

Standard Call Centre Agent User guide (PDF, 2.29MB)

Standard Call Centre Supervisor User guide (PDF, 2.80MB)

Standard Call Centre Customer Group Administrator User guide (PDF, 1.30MB)

Standard Call Reporting guide (PDF, 2.02MB) 

Application Downloads

Standard Call Centre

To be able to use this client, you need to have the runtime version of Java installed on your computer. If you don't have it already, it should be downloaded automatically when you type in the URL.

Please note that Oracle Java version: Java Runtime Environment 1.6 Update 19 or later may be used.

Java Download

Standard Call Centre Enhanced Reporting

To view reports, JavaScript must be enabled for Internet Explorer.

• Learn how to enable JavaScript
  1. Open Internet Explorer
  2. Click the Tools button
  3. From the drop-down list, select Internet Options
  4. Select the Security tab
  5. Select the Internet Zone
  6. Click the Custom level… button
  7. In the Scripting category, select the Enable button for the Active Scripting subcategory
  8. In the Scripting category, click the Enable button for the Allow status bar updates via script subcategory
  9. Click the Yes button when prompted with a message box asking, Are you sure you want to change the settings for this zone?
  10. Click the OK button in the Internet Options dialog Security tab
  11. Close and restart Internet Explorer

In addition, a setting is required to view reports in xls format.

• Learn how to change your settings to view reports
  1. Open Internet Explorer
  2. Click the Tools button
  3. From the drop-down list, select Internet Options
  4. Select the Security tab
  5. Select the Internet Zone
  6. Click the Custom level… button
  7. In the Downloads category, select the Enable button for the “Automatic prompting for file downloads” subcategory
  8. Click the Yes button when prompted with a message box asking, Are you sure you want to change the settings for this zone?
  9. Click the OK button in the Internet Options dialog Security tab
  10. Close and restart Internet Explorer

Call Centre

To be able to use the Call Centre client, you need:

• a software licence to use the client, based on the TIPT feature packs you have assigned (either Call Centre Agent or Call Centre Supervisor)
• to meet minimum software and hardware requirements

For instructions on how to use the Call Centre clients, refer to the Call Centre videos and Agent and Supervisor User guides.