Virtual Contact Center Manuals & User Guides

Check out the features and enhancements in our latest release.

• Virtual Contact Center 9.6 Release Notes | PDF
• Virtual Contact Center 9.5.2 Release Notes | PDF
• Virtual Contact Center 9.5 Release Notes
• Virtual Contact Center Analytics - Real-Time Dashboards
• Virtual Contact Center-Global 9.4 Release Notes:
  • For customers migrating from 9.x platform
  • For customers migrating from 8.4 platform
• Virtual Contact Center 9.4.1 Release Notes
• Virtual Contact Center 9.4.3 Release Notes
• VCC Customer Experience User Help:
  • Customer Experience Release Notes
  • Customer Experience Guide for Supervisors
  • Customer Experience Guide for Agents
  • Post Call Survey User Guide
• Single Tenant Global Reach – An Overview

Prepare your network and agent workstations to interoperate with your Virtual Contact Center.

• Technical Requirements | PDF
• Supported SIP Phones
• Headset Recommendations
• Platform Switch Guide
• Platform URL Guide

Learn how to configure your contact center and get it running quickly.

• Configuration Manager Guide | PDF
• Direct Agent Routing Use Cases | Video
• Set up Contact Center Schedule
• Define Password Policies
• Roles and Administrators
• Create Groups and Add Agents
• Set up Queues
• Set up Channels
• Configure Local CRM
• Configure a Preview Dialer
• Set up: Status Codes / Transaction Codes / Outbound Codes
• Set up Chat Design | Video
• Set up Wallboards
• Set up Maintenance and Service Notifications
• Set Up Post Call Survey
• Set Up Disaster Recovery via Channel Rerouting | PDF

Learn how to process contact center interactions using phone, chat, and email channels.

• Quick Start Agent Guide
• Agent Console Guide | PDF
• Agents – Get Started
• Process Phone Calls
• Process Chat Requests
• Process Emails
• Manage your Customer Data
• Chart the Customer Experience

Learn how to manage and monitor your contact center agents using tools designed in your Supervisor Console.

• Supervisor Guide | PDF
• Manage FAQs
• Create Historical Reports
• Monitor Agents
• Chart the Customer Experience
• Virtual Contact Center Analytics - Real-Time Dashboards

We integrate with external CRMs such as Salesforce, NetSuite, Zendesk, and more. Learn how to integrate your contact center with the CRM of your choice.

• Salesforce Integration – Configuration Guide
• Multichannel Connect for Salesforce Agent Guide
• NetSuite Integration – Configuration Guide
• Microsoft Dynamics CRM Online Integration – Configuration Guide
• Zendesk Integration – Configuration Guide
• Zendesk Integration – Agent Guide
• Custom CRM Integration – Configuration Guide

Set up your SIP-based phone to work with Virtual Contact Center.

• Softphone for Windows
• Eyebeam for Windows
• Bria 4 | Bria 3 (Windows)
• Bria 4 | Bria 3 (Mac)

Check out our APIs.

• CRM API
• Reporting API
• Call Recording API
• Web Callback API
• Click-to-Dial API
• External IVR API
• Real Time Statistics Reporting API
• Recording Control API
• Provisioning API
• Streaming API
• Embedded Chat API