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Call Centre

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Shorten your queues

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The Telstra IP Telephony Call Centre provides a mechanism for incoming calls to be queued and distributed to agents. The Call Centre Supervisor has management capabilities to monitor and assist agents, and to manage the queued calls in real time.

    Label: Call Centre Standard

    Anchor: call-centre-standard

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  • Call Centre Standard
  • Label: Call Centre Premium

    Anchor: call-centre-premium

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    Content Areas (Row 1): A,B

  • Call Centre Premium

Label: Call Centre Standard

Anchor: call-centre-standard

Sub Template Content Id:

Content Areas (Row 1): A

Call Centre Standard

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

Log in to Call Centre

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.

Label: Call Centre Premium

Anchor: call-centre-premium

Sub Template Content Id:

Content Areas (Row 1): A,B

Call Centre Premium

Quick Reference Guides

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

Premium Call Centre Agent Quick reference guide (PDF, 260KB)

Premium Call Centre Supervisor Quick reference guide (PDF, 334KB)

Premium Call Centre FAQ's (PDF, 440KB)

 

Handset Guides

Telstra Call Centre IP450 Phone quick reference guide (PDF, 203KB)

Telstra Call Centre IP550/560 Phone quick reference guide (PDF, 249KB)

Telstra Call Centre IP650 Phone quick reference guide (PDF, 258KB)

Telstra Call Centre IP670 Phone quick reference guide (PDF, 258KB)

Telstra Call Centre IP450 550 560 650 670 Phone Feature guide (PDF, 525KB)

 

User Manuals

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

Premium Call Centre Supervisor User guide (PDF, 3.00MB)

Premium Call Centre Agent User guide (PDF, 2.64MB)

Premium Call Centre Customer Administrator User guide (PDF, 2.20MB)

Premium Call Reporting guide (PDF, 2.05MB)

 

Application Downloads

Log in to Call Centre

Premium 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 Call Centre clients, refer to the Call Centre videos and Agent and Supervisor User guides.

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Further support

For “How-to” support the How-to Help Desk can be contacted on 1800 648 116.

If you are experiencing any problems please contact your Customer Administrator.

If you cannot resolve your issue or problem using the resources on this website, contact the Telstra IP Telephony Helpdesk - 1800 287 289

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