Teams Contact Center, Requirements for Agents and Supervisors

This article describes the requirements that must be met for both agents and supervisors of the Contact Center.

HARDWARE REQUIREMENTS

Machine Requirements:

PC capable of running Windows 10 or later

Call Answering Equipment:

Headsets OR IP Phones can be used for agents and supervisors to answer calls (see below).

Headsets/IP Phones:

See this article for a listing of supported headsets/IP Phones.  Teams VoIP, Supported Devices and Equipment

Network Connection:

The agent or supervisor's machine must have an active network connection (campus network is preferred).

SOFTWARE REQUIREMENTS

Windows Requirements:

Windows 10 or later

Teams Requirements:

The agent or supervisor's machine must be running a recent version of Microsoft Teams. Microsoft Teams automatically updates. You can manually update Teams by clicking the three dots in the upper right and choosing 'Check for updates'. 

Contact Center Software Requirements:

Latest version of TouchPoint software. The Contact Center Team will provide the initial software. It is the responsibility of the agent/supervisor to update the software when prompted to do so in the application.

OTHER REQUIREMENTS

In order to be an agent or supervisor for your department's implementation of the Contact Center, several prerequisites must be met. The agent or supervisor MUST have ALL of the following:

  • Urbana campus NetID
  • Urbana campus Teams Enterprise Voice account
  • Urbana campus Exchange mailbox


Please contact your local IT Support and Pinnacle Department Manager in order to receive help getting these accounts.


Keywords:
Teams, Team, Contact Center, Skype for Business, Skype, TouchPoint, Touch Point, enghouse, agent, supervisor 
Doc ID:
71242
Owned by:
Lync Manager G. in University of Illinois Technology Services
Created:
2017-03-02
Updated:
2024-06-24
Sites:
University of Illinois Technology Services