Catalyst

Queue

• Navigate Queue Workspaces
• Navigate Queue Home
• Navigate Queue List
• How To - Update Queue Status
• How To - Update Queue Email Signature
• How To - Prepare for Managing Calls
• How To - Log In / Log Out of Queues
• How To - Configure WebRTC Settings
• How To - Manage Voicemail Interactions
• How To - Manage Callback Interactions
• How To - Create Outbound Interactions

Engaging with Customers

• Navigate Customer Interaction Workspace
• How To - Update Edify Status
• How To - Transfer Interactions
• How To - End Interaction
• How To - Use the Script Tab
• How To - Use the Knowledge Tab
• How To - Run an Embedded Workflow 
• How To - Navigate the Customer Details Tab

Dashboard

• Navigate Team View Workspace
• Navigate Queue Performance Workspace

Account Settings

• Navigate Edify App 
• How To - Update Profile Settings
  • Set Up Voicemail
  • Upload Profile Picture
  • Update Name and Title Details
  • Update Email Signature
  • Add Mobile Number to Profile
  • Log In To App
  • Log Out of App
  • Reset Password

• How To - Configure Call Settings:
  • Routing Inbound Calls
  • Enable/Disable WebRTC
  • Update WebRTC Ring Tone
  • Update WebRTC Audio Devices

Chat

• Navigate Chat Workspace
• How To - Configure Chat Settings
  • Set Chat Notification Preferences
  • Update User Status

• How To - Collaborate with Coworkers
  • Channels: Create, Modify, or Archive
  • Direct Messages: Create, Modify, or Archive
  • Messaging: Send, Modify, or Delete

Softphone

• Softphone Workspace Overview
• How To - Create Outbound Call
• How To - Create Outbound Call (Mobile)
• How To - Transfer a Softphone Call
• How To - Accept, Mute, Hold, or End a Softphone Call
• How To - Call History: Review, Call Back, and Delete Call Record
• How To - Voicemail History: Review, Delete, and Playback
• How To - UC Fax: Manage, Review, and Create Fax
• How To - Softphone Directory: Navigate, Review, and Contact Directory Entries

MOBILE

• Navigate Mobile Workspaces