SMS Services

• SMS log search for end-customers

Agent Application

• Troubleshoot Softphone audio issues
• Outbound calling without being interrupted by incoming calls
• Can I receive calls and written requests at the same time?
• Phonetic Name Search in Catalog
• We are unable to receive calls in the agent application
• I'm locked out of my account, what do I do?

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Workforce Optimization

• I am not seeing any actual data in adherence. Everyone else is...
• Why am I not getting any email notifications from WFO?
• I have forgotten my password, what do I do?
• Why can't I log in when it says I don't have the right version of Internet Explorer?

Administration Portal

• How is Estimated wait time calculated?
• Solution is closed, but should be open
• How to force users to change (to a stronger) password?
• Will the history in Archive and Statistics disappear if I delete a user in the Administration Portal?
• How to change opening hours?
• How to create an account and submit a ticket for the first time?

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