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Configuration Screen 10  \nSign in from Web Browser 11  \nLaunch JNLP File 12  \nSign-in Restrictions 14  \nGet Help 14  \nSign Out 14  \nSet Up Call Center 15  \nChange Your Password 16  \nChange Your ACD State (Agents) 17  \nChange Your Instant Messaging and Presence State 17  \nEnable or Disable Services 18  \nExplore Workspace 19  \nLogo Pane 21  \nCall Console 22  \nContacts Pane 26  \nCall History 33  \nControls 34  \nManage Calls 38  \nCall Management Operations Quick Reference 39  \nDrag and Drop Call onto Contact 41  \nView Calls 42  \nAssign Disposition Codes (Premium Call Center) 45  \nGenerate Call Trace 45  \nRecord Calls 46  \nView and Change Security Classification of Calls 47  \nReceive, Answer, and End Calls 49  \nMake Outbound Calls 50  \nPlace Calls on Hold, Resume, and Camp Calls 53  \nTransfer Calls 54  \nEscalate Calls 56  \nManage Conference Calls 58  \nManage Call History 61  \nView Call History 61  \nDelete Call History 61  \nE-mail Contacts 62  \nSend E-mail Message to Contact 62  \nManage Contacts 62  \nView Contacts 64  \nOrganize Contacts 69  \nSearch for Contacts 70  \nManage Personal Contacts 71  \nManage Speed Dial Numbers 72  \nMonitor IM&P Contacts and Chat with Contacts 74  \nMonitor IM&P Contacts 75  \nChat with IM&P Contacts 79  \nMonitor Supervisors (Agent) 83  \nSelect Supervisors to Monitor 83  \nSupervisor Phone States 84  \nMonitor Call Centers (Agent) 85  \nDashboard Pane 85  \nSelect Call Centers to Monitor 86  \nSelect Information to Display 87  \nOrder Call Centers 88  \nManage Agents (Supervisor) 88  \nSelect Agents to Monitor 88  \nMake Agents Join Queues 90  \nAgent Phone and ACD States 90  \nView Agent’s Details 92  \nChange Agent ACD State 92  \nSilently Monitor Agent’s Call 93  \nBarge in on Agent’s Call 94  \nPick Up Agent’s Ringing Call 94  \nManage Queued Calls (Supervisor) 95  \nQueued Calls Pane 95  \nSelect Call Centers to Monitor 98  \nModify Number of Calls to Display 99  \nShow or Hide Call Center Panels 99  \nView Queued Calls 99  \nGroup Queued Calls 100  \nOrder Queued Calls 100  \nMonitor Next Call 101  \nEnable Night Service Override or Forced Forwarding (Premium Call Center) 101  \nRetrieve Call from Queue 102  \nPromote Call in Queue (Premium Call Center) 102  \nTransfer Call to Another Queue 102  \nTransfer Call from Queue to Agent 102  \nTransfer Call to Ad Hoc Number 103  \nChange Position of Call in Queue 103  \nTransfer Call to Top of Queue (Premium Call Center) 104  \nView Real-Time Statistics (Supervisor) 104  \nDisplay Dashboard 104  \nQueue Information 105  \nAgent Information 106  \nSelect Information to Display 107  \nNavigate to Agent in Agent Directory or Queue in Queued Calls Pane 108  \nGenerate Reports 109  \nConfigure Call Center 121  \nSettings – General 122  \nSettings – Application 126  \nSettings – Services 129  \nSettings – Plug-ins 130  \nSettings – Messaging 134  \nSettings – Report 135  \nSettings – About 137  \nConfigure Web Browser 137  \nInternet Explorer Settings for Full Screen Mode 137  \nFirefox Settings Quick Link Navigation 138  \nCertificate for Desktop Integration Features 138  \nRestrictions and Limitations 148  \nJNLP Download 148  \nAppendix A: Glossary and Definitions 151  \nACD States 151  \nAgent Skill Levels (Premium Call Centers) 152  \nPhone States 153  \nUnified Instant Messaging Presence States 154  \nCall States 155  \nCall Types 155  \nAppendix B: Diagnostic Tool 156  \nLaunching Diagnostic Tool 156  \nDiagnostic Tool GUI 157  \nKnown Issues 162  \nAppendix C: Keyboard Shortcuts 162  \nAbout This Document  \nThis user guide provides step-by-step procedures and reference information for using the MegaPath Hosted Thin Call Center Release 20.0 client application.  \nAudience  \nThis document is intended for Call Center agents and supervisors who use the MegaPath Hosted Thin Call Center client.  \nIntroduction ","cbCairVYAnJc6LLz","https://ap.wps.com/l/cbCairVYAnJc6LLz","pdf",4810920,164,"English","# About This Document\n# Audience\n# Introduction to Call Center\n# Call Center - Agent\n# Call Center - Supervisor\n# Get Started\n## Launch Call Center from Voice Manger\n## Launch Call Center from Advanced Configuration Screen\n## Sign in from Web Browser\n## Launch JNLP File\n## Sign-in Restrictions\n# Set Up Call Center\n## Change Your Password\n## Enable or Disable Services\n# Explore Workspace\n## Call Console\n## Contacts Pane\n# Manage Calls\n## Receive, Answer, and End Calls\n## Make Outbound Calls\n## Transfer Calls\n## Conference Calls","[{\"question\":\"What is the MegaPath Hosted Thin Call Center client used for?\",\"answer\":\"It is used by call center agents and supervisors to manage call center activity from a web browser, including efficient call handling and automatic call distribution via ACD state management.\"},{\"question\":\"How does the guide define who can access different Call Center functions?\",\"answer\":\"Call Center functionality depends on the user’s role (agent or 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