UQ Service Centre

If you would like to request a new queue or changes to your existing queue, please submit an IT request.

In your request, please provide the following:

• Queue name
• Existing UQ number
• Queue operating hours
• Welcome and out of hours message
• Is call recording required
• Is voice mail required

If you are an employee, please contact your supervisor to organise your Amazon Connect access.

If you are a supervisor looking to grant access to an existing queue, please see the user management tools. When configuring a new user, the following access levels can be applied.

 

If you don't have a suitable headset, you can purchase selected headsets via UQeMarket. Search the catalogue numbers listed below in UQeMarket to find the headset you require.

If you are using one of the Jabra Evolve headsets from the above list, you can self-install Jabra Direct on your UQ computer to personalise your headset. Find out how to install, connect and personalise your headset.

Begin by ensuring that your computer has been correctly setup to access Amazon Connect

Next, you will need to setup your browser.
We recommend that you use either Google Chrome or Mozilla Firefox to access UQ Service Centre.

In your web browser of choice, open the UQ Service Centre website.

Once completed, refresh the UQ Service Centre page to apply all changes

Agents are broken up into 3 different statuses:

• Available (green) - The agent is available to take calls when a phone call arrives in the queue.
• Busy (yellow) - The agent is currently busy - they are on a call or in after-call wrap-up time.
• Unavailable (red) - The agent is unavailable. No calls will be delivered to the agent. 

When you are in an 'Available' status, you will receive calls in a round-robin rotation, or next available if all other agents are busy or unavailable.

When a call comes through to you, you will hear an audible ring through your computer's headphones and an 'Incoming Call' alert will appear on the screen. You can select:

• Answer - Accept the call, or
• Reject - Reject the call and pass it on to the next available agent.

If you miss 3 calls in a row, you will be automatically logged out.

Once you are connected to a call, you will see the following call buttons:

• Keypad - Display an on-screen keypad. 
• Hold/Unhold - Switch between placing the caller on hold, or unhold.
• Transfer - Transfer the call to another agent / queue / extension.
• End Call - Disconnect the call.

Transfer allows you to select another destination, then warm or cold transfer the call.

1. Select a destination text field (When selecting an option, your previously favourited contacts will appear)
2. Search for your desired transfer location
   • Phone number - Allows you to enter a UQ extension, local phone number or a complete phone number.
     (e.g 56000, 33650000, +61733650000).
   • Agent - Search for another agent using their first name.
   • Queue - Search for another queue based on a partial match on their name.
     (e.g 'ITS' will return results for the ITS-Service Desk)
   • Quick connects - This will allow you to search for quick connects that have been configured on your queue. These are normally external numbers that need to be configured in advance.
3. Select the desired location and press either Warm or Cold transfer.
   • Warm Transfer - You will remain on the line, speaking to the next staff member. See Multiline calls
   • Cold Transfer - Instantly redirect the call to the transferred number and end your connection with the call. The call will not return to you if the transferred number does not answer.

During a multiline call. You will have a number of controls to help route your call.

At the top of the call window, you can see your active phone lines.

• Parked - The call is currently on hold. The customer is unable to hear anything that is being said on the call
• Active - You are able to speak with that customer

Clicking on either button will switch your active line, placing the current active line on hold.

While on a multiline call, you will also have a number of call controls;

• Hold - Places the current active call on hold. To resume a line again, click on the line button.
• Conference - Connects both lines together for a 3-way call.
• Hand off -  Connects both lines together and then disconnects from the call.
• Keypad - Displays the keypad
• End call - Disconnects the current active line (E.g If line 2 is active, Line 2 will be disconnected and you will return to Line 1)
• Leave call - This option appears when a call has been transfered to you. Pressing leave call will disconnect yourself from the phone call, leaving the original customer and agent connected.

The UQ Service Centre address book allows you to search for any queue within UQ Service Centre, as well as the quick connects relating to the user's queue.

The address book can be accessed through the Dashboard by clicking 'New Call', then 'Address Book'.

After a call, you will move into after-call wrap-up time.

The amount of wrap-up time you have depends on what your supervisor or manager has set. When wrap-up time finishes, you will become available again to take calls.

During wrap-up time, select:

• 'Set Available' or 'Request Break', or
•  the wrap-up code which best describes the nature of the call.

Agents can configure their video calling preferences from inside Service Centre’s settings window.

1. Click on Settings in the profile dropdown
2. Set Camera device to your preferred camera.
3. Set the background to your preferred type.
4. Click Save.

Agents can also temporarily change the video settings from the video call modal itself.

A video call will be answered in the same way as a telephone call.

While on a compatible phone call, agents have the option to convert the call into a video call using the ‘Video call’ button. Clicking this will open the video call modal.
(This will automatically open when a customer turns on their camera)

When a video call is started, an agent can decide if / when they would like to enable their camera. Press the ‘Start camera’ button to turn on your camera. At any time, you can disable/re-enable your camera.

You will also find options to temporarily change camera devices or virtual background on this window.

While on a video call, you will still have access to all of the same controls found on a standard phone call.

• Hold - This will hold the voice section of the phone call. If enabled - your camera will still display on the customers call.
• Transfer - When transferring a video call, your camera will be turned off automatically. When the receiving agent answers the call, both agents can choose to join the video call.
  
  While a customer is on hold, they will still be able to see any other active camera but no audio can be heard. If an agent decides to conference the call, all parties will be able to see and hear one another.

If you would like to schedule a video call with a customer, you can use the Schedule video call tool to send an invitation link that will expire after a single use.

The scheduling tool can be found on the left menu under Schedule Video Chat.