Webex Training Links

 
 

Webex Calling Training Links (Phones & Apps)

Webex Calling is the new unified communications platform handling BOGC’s voice traffic today. In the future, additional services such as text, email, and/or social media may be added to this platform. The following is provided as a guide to your experience in Webex Calling.

Get your bearings with all of the information available about Webex Calling, whether you're a partner, an administrator, or a user. Use the links provided here to help you get started using all of the services and features available with Webex Calling.

You can customize and configure all your calling features in the User Portal on the left-hand panel under the Voicemail, Call History, Call Settings, Directory, and My Apps Tabs.

Webex App (Desktop & Mobile)

Webex App brings everyone together to do exceptional work: One, easy-to-use and secure app to meet, message and make calls.

Cisco Phones (8800 Series)

All office phones (other than conference units) are either model number 8851 or 8865. Feature access codes (FACs), provide access to advanced calling features.

Voicemail

All Webex users have their own voicemail which can be accessed through the Webex App, through their phone, or REMOTELY. Groups voicemail is used for Call Queues (next).

Call Queues

Known as Webex Customer Experience Basic, this is how calls are distributed to most groups in the bank such as Lending or the Branches. The CSC and IT Helpdesk uses Contact Center (below).


Call Queue Supervisors

Supervisor functions can be accessed toward the bottom left navigation of the Webex Customer Experience Basic site. In summary, here are a couple pointers:

For Real-Time Analytics, follow these steps:

For Historical Reports, follow these steps:

 

CT Cloud Fax Training

We have or will soon move our fax services to CallTower’s Cloud Fax solution, eliminating the need to maintain various fax machines and associated lines. This is the Complete package, incorporating both inbound and outbound faxing. The usage is a bit different for individuals and groups as outlined below.

CT Cloud Fax for Groups

When using CT Cloud Fax, the fax must come from the email associated with the fax line it is built with. If the email is a distribution group and you don’t have the ability to send from there, please see your management or IT helpdesk to give the permissions outlined in the link below.

CT Cloud Fax for Individual Users

CT Cloud Fax Complete is a US-domestic & Canada desktop faxing solution that enables you to send and receive unlimited faxes right from your computer.

  • CT CloudFax - User Guide

  • You can attach any of the following types of documents to a CT Cloud Fax: PDF, DOC, DOCX, RTF, TIF/TIFF, TXT

Webex Contact Center

As you know, the Bank of Greene County recently upgraded its telephone and call center environments to Cisco’s Webex Calling and Contact Center, respectively. The information below is offered as training and reference materials for the Contact Center solutions. THIS APPLIES ONLY TO THE CUSTOMER SERVICE CENTER AND IT HELPDESK.

Note: The videos and content may describe some features that may not be activated at this time, such as Privacy Shield or Multimedia interactions. For the initial rollout, only Telephony (voice calling) is active in Webex Contact Center. Future updates may consolidate additional communication media types (e.g., chat, email, etc.).

Bookmark the following link for Agent Desktop Login: https://desktop.wxcc-us1.cisco.com

The Agent Desktop video library is here:  https://video.cisco.com/category/videos/webex-contact-center---agent-desktop and contains the following subjects: