UC+CC: Introduction

Created by Jonathan Rees, Modified on Wed, 20 Nov, 2024 at 11:38 AM by Jonathan Rees

This article describes how to access Unified Communications and Contact Center integration (UC+CC), a feature that integrates Contact Center with Elevate, allowing agents to manage calls and communicate with both customers and colleagues in one desktop application while synchronizing their presence across platforms.

UC+CC is Contact Center integrated with Elevate. As such, you can handle all calls in one application, including communication with customers and colleagues. Most importantly, there is Presence synchronization between Elevate and Contact Center so Agents can signal their Presence to other Elevate users while working with UC+CC.

Important

While UC+CC works for both Computer and Deskphone modes, Contact Center works best in Computer mode.
UC+CC works ONLY for the desktop version of Elevate, not for Elevate Mobile app.
We DO NOT recommend using desk phone controls aside from answering and hanging up; i.e., do not use the desk phone controls for transferring or parking calls, or for conferencing in.
When a Contact Center call is presented, all registered devices for that user’s phone number will ring.

To start UC+CC as agent:

Open and log into your Elevate Desktop app.
On the left sidebar, select the Agent tab represented with the Headset icon. The main screen changes to allow you to access Contact Center as an agent.
Click Join as agent button to begin.
The UC+CC screen will appear.

To learn more about UC+CC, click any of the following links:

You can learn more about Elevate Web App here:

Elevate Web App
Elevate Web Application Troubleshooting

- Updated on December 12, 2023