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Update Holiday Greeting in Elevate Admin Portal

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Update Holiday Greeting in Elevate Admin Portal

Tired of playing ‘Phone Tag’ with your holiday hours? Or worse, leaving callers in the dark when you’re off decking the halls? This guide’s got your back! Updating your holiday greeting and auto attendant settings in the Elevate Admin Portal is easier than untangling Christmas lights (and way less frustrating). Whether it’s setting festive hours, adding a new greeting, or making sure callers get the memo that you’ll be back after a cozy winter break, we’ll walk you through every step. Keep your business prepared to handle calls and keep the lines clear—even when you’re away!

Managing communication settings is simple. With the Elevate Admin Portal, making adjustments to your auto attendant, business hours, and holiday schedules is straightforward and ensures your clients stay informed. Let’s walk through some essential steps, with references to the Elevate Admin User Guide for easy guidance.

1. Accessing and Updating the Auto Attendant

  • Logging In: To get started, access the Elevate Admin Portal through Intermedia, clicking on Customer Login > For Admin.
  • Navigating Auto Attendant Settings: Go to the Auto Attendant section from the left menu. Select the main number or any additional lines that need adjustments.
  • Editing Hours of Operation: Adjust business hours by clicking on the three dots (•••) next to Working Hours. This allows you to set custom hours, for example, for summer schedules or weekend availability.

2. Configuring Greetings and Menu Options

  • Uploading New Greetings: Easily record or upload a new greeting by selecting Auto Attendant > Main Line. Click X on the current greeting to remove it, then upload your updated file.
  • Customizing Menus for Callers: Tailor the menu options (like “Press 1 for Sales”) to fit your needs. Redirect or remove each option in real-time—no extra saving needed.

3. Receptionist Group Management

  • Setting Up Receptionist Groups: For companies routing calls to a receptionist or a specific group, create or update groups by selecting Groups from the left menu. This directs calls to the right person.
  • User Assignments: Add or remove users from these groups as needed. Go to Agents > Check the Box next to the name and Add or Delete accordingly.

4. After-Hours and Holiday Routing

  • Configuring After-Hours Menus: Create a unique after-hours greeting to inform clients of expected response times or alternative contacts. Select After Hours in Auto Attendant to edit.
  • Setting Up Holidays: Navigate to Events to add holidays. You can select Add Event for dates like Thanksgiving or create a custom entry. Customize routing options to provide clients with appropriate messaging during these closures.

Holiday hours update in Elevate Admin Portal for auto attendant

5. Utilizing the Calendar View and Maintaining Accuracy

  • Holiday Visibility with Calendar View: The calendar highlights closed dates. If you notice a missing closure, add it under Events by selecting National Holiday or creating a custom event.
  • Disabling Unneeded Holidays: Sometimes, certain dates may not require closure. To remove, click Events > three dots (•••) > Disable or delete.

6. Need Assistance? Resources and Support

  • For additional help, Towner Communications offers quick guidance. Visit our website for more online training videos or reach out to our support team at service@townerkc.com.

The Elevate Admin User Guide serves as a valuable resource for these steps and more. Download it to ensure smooth communication updates across your organization, maintaining efficiency and keeping your clients in the loop.

ELEVATE ADMIN USER GUIDE

MANAGE YOUR COMMUNICATIONS LIKE A BOSS
DOWNLOAD HERE

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The Ultimate Contact Center Glossary: From ACD to Omnichannel – Everything You Need to Know to Elevate Customer Service

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Comprehensive guide to contact center terminology covering key terms like ACD, IVR, SLA, and omnichannel customer service for optimized customer support

The evolution from call centers to contact centers has come with a fresh lexicon of terms, metrics, and tools. In this definitive guide, we break down the essential contact center terminology, enriched with real-world applications, comparative insights, and practical tips. Whether you’re a CTO, customer service leader, or industry partner, this glossary is your go-to resource for mastering the language and strategies that drive top-tier customer service.

Contents

1. Agent 

Definition: The agent is the human connection point in customer service—handling calls, chats, emails, and sometimes social media inquiries. Also known as customer advisors or representatives, they are responsible for delivering stellar service and resolving issues efficiently.

Real-World Application: Towner recently partnered with a retail company to improve agent efficiency, reducing handling time by 20%. Empowered with training and the right tech, agents created faster resolutions, raising the company’s NPS score.

2. Automatic Call Distribution (ACD) 

Definition: ACD is a system that intelligently routes incoming calls to the most appropriate agent or queue based on criteria like skill set and availability.

Why It Matters: Efficient ACD routing directly impacts customer satisfaction and speed of resolution. At Towner, our ACD implementations have consistently reduced wait times, resulting in a 15% increase in customer satisfaction for our clients. By handling peak call volumes seamlessly, ACD solutions are essential for maintaining SLAs and reducing abandoned calls.

Diagram illustrating the Automatic Call Distribution (ACD) process in a contact center

3. Agent Status and Status Codes 

Definition: Agent Status indicates availability (e.g., available, busy, on a break), while Status Codes provide specific activities like “On Lunch” or “After Call Work.”

Pro Tip: Efficient use of status codes keeps workflows smooth. Towner’s clients, for instance, use customizable codes to optimize agent availability, with supervisors regularly auditing code usage for peak efficiency.

Formula for Calculating Agent Utilization:

4. Average Handle Time (AHT) 

Definition: AHT is the average time spent from the start to finish of an interaction, factoring in talk time, hold time, and after-call work.

Formula:

AHT=Talk Time + Hold Time + After call Work / Total Calls Handled

Insight: Lowering AHT is a balancing act. Too low, and quality might suffer. Towner’s training programs have helped reduce AHT by 15% while keeping customer satisfaction high by focusing on targeted troubleshooting.

5. Average Speed of Answer (ASA) 

Definition: ASA measures the average time it takes for an agent to answer a call. Many organizations set benchmarks, like answering 80% of calls within 20 seconds.

Optimization Tip: Our clients have improved ASA by 10% after implementing smart call-back options and proactive staffing during peak times. Faster answers mean happier customers and fewer abandoned calls.

6. Abandoned Call

Definition: An abandoned call is one that disconnects before reaching an agent, often due to extended wait times.

Example Solution: Towner’s clients use hold music combined with estimated wait times to reduce abandonment rates. This proactive approach shows the customer their wait is worthwhile, retaining potential business.

Stat to Consider: A 1% decrease in abandoned calls can correlate with up to a 5% increase in conversions, particularly in high-stakes sectors like healthcare and financial services.

7. Contact Center vs. Call Center

Definition: Unlike traditional call centers that focus on phone interactions, contact centers handle multiple channels—phone, email, chat, social media.

Table comparing features of contact centers versus call centers, such as channels supported and reporting capabilities

Why It Matters: Omnichannel capability is a must-have today. Our clients experience increased customer satisfaction by unifying all interactions under a single platform.

8. Direct Inward Dialing (DID)

Definition: DID allows customers to dial directly to a department or individual extension without going through a main line, often used in conjunction with IVR systems for efficient routing.

Real-World Impact: Direct dialing simplifies customer journeys, giving VIP clients or high-priority contacts direct access to their dedicated representatives.

9. Hunt Group / Ring Group 

Definition: A Hunt Group or Ring Group enables simultaneous ringing of multiple extensions until an agent answers. This is ideal for smaller groups without the complexity of ACD.

Practical Insight: Smaller organizations or specialized teams find Hunt Groups practical for quick response, especially when coupled with DID for tailored access.

10. Interactive Voice Response (IVR) 

Definition: IVR is an automated system that interacts with callers and directs them based on preset flows. This technology can range from simple routing to advanced account lookups.

Optimization Tip: A streamlined IVR keeps customers happy. Towner’s clients have cut average call times by 25% with IVR systems that get straight to the point, improving satisfaction without sacrificing support.

IVR Flow Example:

Interactive Voice Response (IVR) flow chart showing options for routing customer calls

11. Service Level (SL) and Service Level Agreement (SLA) 

Definition: Service Level is a performance metric, while SLA is a contractual agreement with specific targets (like response time or resolution rate).

Why SL and SLA Matter: Consistently hitting SL targets builds trust with clients. Towner’s SLAs ensure that clients’ customers always get the expected level of support, which is a major differentiator in industries with strict service benchmarks.

Service Level Goal Example:

SL Target = (Calls Answered within Time Goal / Total Calls) x 100 ​

12. Omnichannel Customer Service 

Definition: Omnichannel Customer Service allows agents to assist customers seamlessly across multiple channels, improving customer satisfaction by meeting them where they are.

Real-World Insight: Towner’s omnichannel implementations have increased client engagement by 30%, with customers enjoying seamless transitions between channels like email, chat, and voice support.

Key Metrics for Measuring Success:

  • Customer Satisfaction Score (CSAT)
  • First Contact Resolution (FCR)
  • Net Promoter Score (NPS)

FAQ Section: Common Questions in Contact Centers

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Sending and Receiving Call Back Messages

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How To Send And Receive Callback Messages

Callback messages are a power feature offered by Towner Communications. The feature allows users to communicate even when phone lines busy.

Retrieve messages your colleges have left you is ridiculously simple, but be aware that you may need to use a PIN or password to keep it handy.

 

Sending or Leaving a Callback Message:

If you call another user and find that their line is busy, simply press the Message key and leave them a callback message. If you prefer, you are also able to  press the Callback softkey located on your Mitel phone.

Receiving, Reading, and Responding to, Your Callback Message

Notice that your phone is light up? This is the Message Waiting indicator, and you have messages that need to be cleared.

Need to read and/or respond to to a Callback Message from your own extension:

  1. Press the Message key
  2. Type your callback password and press Enter
  3. Press the Read Message softkey
    • To display more information, press More Msg
    • To return the call, press Call
    • To delete the message, press Erase Msg
  4. Skip to the next message by pressing the Message key again

Not at your desk and you need to read and/or respond to a Callback Message from a remote extension:

  1. Press the Superkey
  2. Press the No softkey until Remote Msging? appears on the phone display
  3. Press Yes and dial your directory number
  4. Press Enter
  5. Type your callback password and press Enter
  6. Press Yes

 

If you have any further questions about how your callback message feature works, give us a call or shoot us an email at service@townerkc.com

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