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Notice Voca | Worker & Supervisor Application Notice Information contained in this document is believed to be accurate and reliable at the time of publishing. However, due to ongoing product improvements and revisions, Audi- oCodes cannot guarantee accuracy of published material after the Date Published nor can it accept responsibility for errors or omissions. Updates to this document can be downloaded from https://www.audiocodes.com/library/technical-documents . This document is subject to change without notice. Date Published: April-22-2025 Security Vulnerabilities All security vulnerabilities should be reported to vulnerability@audiocodes.com .
Customer Support Customer technical support and services are provided by AudioCodes or by an authorized AudioCodes Service Partner. For more information on how to buy technical support for AudioCodes products and for contact information, please visit our website at https://www.audiocodes.com/services-support/maintenance-and-support . Documentation Feedback AudioCodes continually strives to produce high quality documentation. If you have any comments (suggestions or errors) regarding this document, please fill out the Documentation Feedback form on our website at https://online.audiocodes.com/documentation-feedback .
Stay in the Loop with AudioCodes Document Revision Record - ii - LTRT Description 26657 Updated for version 11.4 ■ There are now two types of chats: webchats and SMS messages. ■ Can select user interface language ■ Click-to-Call
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Content Voca | Worker & Supervisor Application Table of Contents 1 Introduction 1 2 Logging into Voca CIC Worker Application 2 Worker Application for Microsoft Teams 4 Enable direct dialing (Click-to-call) 6 Dial a phone number 7 3 Main Window 9 Shift Status Bar 9 Changing Shift Status per Channel 10 Changing Shift Status of All Channels to "Ready" 11 Opting In or Out of Queues 12 Making Outbound Calls 13 Making Calls with Dial Pad 13 Viewing Shift Status Duration per Channel 11 Making a Call to a Phonebook Contact 14 Choose User Interface Language 15 4 Voice Channel Interactions 17 Answering or Rejecting a Call 17 Call Operations 18 5 Email Channel Interactions 19 Viewing Emails 19 Stopping New Email Interactions 19 Accepting or Declining an Email 20 Viewing an Email 20 Replying to an Email 21 Assigning an Email to Different Queue 22 Forwarding an Email 22 Requesting Assistance for Email Reply 22 Wrapping Up an Email Interaction 23 Supervisor View of Email Channel 24 6 Chat Channel Interactions 26 Viewing Chats 26 Accepting or Declining a Chat 26 Responding to a Chat Message 27 Stopping New Chat Interactions 29 Assigning a Chat to Different Queue 29 Attaching a File to a Chat 29 Ending and Wrapping Up a Chat Interaction 30 Supervisor View of Chat Channel 31 7 Viewing Queue Statistics 33 - iii -
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Content Voca | Worker & Supervisor Application 8 Viewing Missed Call Queues 35 9 Team Management (for Supervisors) 37 Accessing Teams Management 37 Worker Groups 37 Live Monitoring of Workers 38 Managing Queues 39 Assigning Hybrid Workers 39 Signing Out Workers 38 10 Logging Out of Worker Application 41 - iv -
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CHAPTER 1 Introduction Voca | Worker & Supervisor Application 1 Introduction Welcome to AudioCodes Voca Conversational Interaction Center (CIC) Worker and Supervisor! This document provides step- by- step instructions on how to use the Voca CIC Worker Application. The Voca CIC Worker Application is a web-based application for Workers (Agents) to handle voice and digital interactions and daily tasks tied to their roles, in one screen. From handling customer interactions to accessing real- time customer information and contact center statistics, each step in this document powers Workers to masterfully use Voca CIC in minutes.
Let’s jump in and show you the full potential of your new Worker and Supervisor experience! - 1 -
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