SFB 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 7 or later

Call Answering Equipment:

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

Headsets:

Skype for Business certified USB headset

IP Phones:

Currently the only supported models of IP Phones are the Polycom CX500 and Polycom CX600.

Network Connection:

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

SOFTWARE REQUIREMENTS

Windows Requirements:

Windows 7 or later

Skype for Business Requirements:

The agent or supervisor's machine must be running the minimum acceptable client version of Skype for Business 2015/2016 or better. For the minimum acceptable versions, please see the following article UC, Minimum Lync and Skype for Business Client Versions Required. Please note: the Lync client is not supported for use with the Contact Center.

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 Skype for Business 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:Contact Center, Skype for Business, Skype, TouchPoint, Touch Point   Doc ID:71242
Owner:Lync M.Group:University of Illinois Technology Services
Created:2017-03-02 12:27 CDTUpdated:2017-03-02 14:41 CDT
Sites:University of Illinois Technology Services
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