Lumen help
As an agent or supervisor, you can use Contact Center Supervisor Client or Contact Center Agent Client to handle calls and automatic call distribution, and to monitor and report on queue activity.
Learn how to put a contact on hold and resume the call again from the Lumen Contact Center Client.
Learn how to delete a contact from the speed dial directory in the Lumen Contact Center Client.
Learn how to search for a contact from the Lumen Contact Center Client.
Learn how to join (and unjoin) a queue using Lumen Contact Center Client. When you join a queue you can see call activity.
Learn how to select the queues you want to monitor using the Lumen Contact Center Supervisor Client dashboard.
Learn how to select queues to view (and not view) in the Queued Calls pane in the Lumen Contact Center Client.
Learn how to select the supervisors in your queues to monitor in the Lumen Contact Center Client. After you've selected the supervisors you want to monitor, you can easily view their phone status to see if they're available to talk.
Learn about the Lumen Contact Center Agent Client features and how to access reports.
Learn how to use the Lumen Contact Center Agent Client to make an emergency call to a supervisor.
Learn how to monitor active calls waiting in a queue using the Lumen Contact Center Client.
If you want to keep the same screen view for the next time you sign in to the Lumen Contact Center Client, you can add the setting to the Client.
Learn how to make a call from the Lumen Contact Center Client. You can place the call in the client, but you'll use your desk phone (handset, speaker phone, or headset) to talk with a contact.
Learn how to delete a contact from your personal directory in the Lumen Contact Center Client.
Learn how to access the Lumen Contact Center Client for the first time from the VoIP portal.
Learn how to use your speed dial directory to call a contact using the Lumen Contact Center Client.
Learn how to access and use the Lumen Contact Center Supervisor Client dashboard to monitor queues and agents.
You can choose the order in which your calling queue statistics are displayed on your Lumen Contact Center Agent Client dashboard to highlight the most important ones.
Learn how to use the conference call feature in the Lumen Contact Center Client.
The auto answer feature in the Lumen Contact Center client allows calls to automatically be answered even if you're not there to take the call. We recommend not using the feature.