CCPro Contact Centre

Articles in this section apply to customers who have the CCPro Contact Centre product

Accessing the Contact Centre Knowledge Base
Overview: The CCPro Contact Centre knowledge base is a great way to quickly find answers to many of your support questions. In the Knowledge Base menu, you...
Fri, May 3, 2024 at 7:28 AM
Agent Experience - The Basics - WebRTC
Logging into the Agent Experience The Agent Experience is the application from which a CCPro agent makes, receives and manages calls (or other interacti...
Mon, Mar 13, 2023 at 2:31 PM
Agent Experience - The Basics - Desk Phone
Set the Agent Experience to use PSTN The Agent Experience is the application from which a CCPro agent makes, receives and manages calls (or other interacti...
Mon, Mar 13, 2023 at 2:33 PM
Audio - Checking Sound Settings
This guide explains the basic troubleshooting steps for when an agent cannot pass the Audio Check when logging into the Agent Experience on a Windows comput...
Fri, Jul 12, 2024 at 9:56 AM
Audio - Recommended Headsets
Executive Summary Many customers are looking for a curated list of recommended headsets that are fully compatible with the product. This article will assis...
Sat, Jun 22, 2024 at 11:27 AM
Capturing Console Logs - Agent Experience
Console Logs - Agent Experience This article explains how to capture Browser console logs from the Agent Experience. To capture logs from the Desktop Exper...
Wed, Nov 29, 2023 at 12:44 AM
Capturing Console Logs - Desktop Experience
Console Logs - Desktop Experience This article explains how to capture Browser console logs from the Desktop Experience. To capture logs from the Agent Exp...
Wed, Nov 29, 2023 at 12:44 AM
Checking your current CCPro BAND
Checking your current CCPro BAND CCPro Contact Centre comprises two active "BANDS" (known as BND1 and BND2 in the UK, and BND2 and BND3 in the US...
Sun, Mar 10, 2024 at 2:16 PM
Clearing the Browser Cache in Google Chrome
Purpose In certain circumstances, we may recommend that you ask your CCPro users to clear their browser cache before logging on. This may be necessary ...
Sat, Jun 22, 2024 at 10:59 AM
Clearing the Browser Cache in Microsoft Edge
Purpose In certain circumstances, we may recommend that you ask your CCPro users to clear their browser cache before logging on. This may be necessary ...
Thu, Aug 22, 2024 at 3:59 AM
Fixing Microphone Setting Missing from iOS App
Fixing Microphone Setting Missing from iOS App Occasionally, agents using the iOS app see an issue where the microphone setting is missing completely from ...
Fri, Oct 18, 2024 at 5:46 AM
Getting Started with CCPro APIs
Getting Started with CCPro APIs The API examples below will guide you in accessing information on call/interaction sessions and user activity. Data Forma...
Wed, Sep 11, 2024 at 1:07 PM
How to Register for A2P 10DLC
10DLC Registration for A2P SMS Brands & Campaigns In 2021, US and Canadian mobile network operators (MNOs) created a formal process to legitimize Appli...
Tue, Oct 29, 2024 at 8:53 AM
Managing Call Recordings
Managing Call Recordings If you have Call Recordings enabled on a queue, this article shows you how to access those recordings via the Contact centre's...
Tue, Mar 19, 2024 at 6:17 AM
Minimum Requirements for CCPro Contact Centre
Minimum Requirements for CCPro Contact Centre To ensure optimal performance when accessing the contact centre, running Screen Recording, or using the Deskt...
Tue, Oct 8, 2024 at 2:14 AM
Prevent Browser Tabs Going to Sleep
Browser Tabs Going to Sleep By default, the Google Chrome and Microsoft Edge browsers put tabs to sleep after one hour of no active use. When it does so it...
Sat, Feb 17, 2024 at 4:01 AM
Preview Dialer: Invalid CSV File Error
Invalid CSV File Error Sometimes, when uploading a new CSV list to the Preview Dialer, the following error can be encountered: This error usually means th...
Thu, Jan 4, 2024 at 1:55 AM
Provisioning a Cisco SPA Phone to CCPro Contact Centre
Cisco SPA Phones This article explains how to configure a Cisco SPA phone for manual provisioning within CCPro Contact Centre. This is typically used for r...
Tue, Mar 28, 2023 at 1:22 AM
Registering US SMS/MMS Phone Numbers for A2P 10DLC
10DLC: Registering SMS/MMS Phone Numbers In 2023, U.S. carriers implemented stricter filtering measures for A2P 10-digit long code SMS and MMS messages sen...
Tue, Oct 29, 2024 at 10:54 AM
Running a Wireshark Capture
Running a Wireshark Capture This article explains how to run a Wireshark Capture on a phone that is using one of CCPro's SIP solutions. If you are runn...
Mon, Jul 10, 2023 at 8:00 AM
Turning Off Voicemail for Individual Contact Centre Agents
    Turning Off Voicemail This article explains how to set individual agents within CCPro Contact Centre so that other agents CANNOT leave voicemails for...
Mon, Mar 13, 2023 at 2:29 PM
Understanding the Session Details Screen
The Session Details screen is a useful tool that allows interested parties, such as Contact Center Managers, to view details of an individual agent and thei...
Fri, May 31, 2024 at 1:18 AM
Using the CCPro Support Portal
The CCPro Support Portal Our support portal has been designed to simplify the raising, managing and updating of CCPro Support Tickets. You can now raise a ...
Fri, Mar 1, 2024 at 10:38 AM