Welcome to the BlueSky Contact Center Knowledge Base

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Frequently Asked Questions

Features of the BlueSky Contact Center

What communication channels are available in the BlueSky Contact Center?

The BlueSky Contact Center main communication channel at the moment is voice, nevertheless, the BlueSky Contact Center is an always evolving platform, so please expect the release of more options like chat, SMS, email, etc. in the near future.

What are some of the key features of the BlueSky Contact Center for Teams?

The BlueSky Contact Center is a native solution that offers a modern communication management experience through a set of core features, including:

  • Cloud auto attendants
  • Cloud Skills
  • Presence-based call routing
  • Music on hold
  • Auto attendant bypass
  • Transfer to voicemail during a call
  • ACD (Automatic Call Distribution)
  • Score-based routing
  • Discrete presence-based routing
  • Call x-ray
  • Core reporting
  • Live Call Wallboard
  • Track abandoned calls
  • Not handled calls
  • Dropped calls
  • Call back & voicemail capabilities
  • Desktop notifications
  • Skill Opt in/out
  • Native Teams compatibility
  • PSTN call-recording
  • Screen pop with application integration
  • Custom configuration/services

These are just some of the most requested features available at the moment. Nevertheless, the BlueSky Contact Center is an always evolving platform, so please expect the release of more advanced features in the near future.

Functionality of the BlueSky Contact Center

How can I get started with the BlueSky Contact Center for Microsoft Teams?

To get started with BlueSky Contact Center all you need to do is contact us. One of our client specialists will reach out to you to answer questions and plan your evaluation and deployment of Microsoft Teams Contact Center.

How do I clear Cache?

To clear the App Cache, please press Ctrl + F5 while using the App and then restart the application.

This applies both to Web and desktop apps.

Which credentials should I use to sign in to the Contact Center?

Your Office 365 credentials will allow you to sign in to the Sidekick app and Wallboard.

Benefits of the BlueSky Contact Center

What are the benefits of using a Microsoft Teams Call Center?

Standardizing all company communications will lead to only one platform to learn and manage, as well as to a reduction in overhead costs, increased workforce efficiency, detailed insights, and enhanced customer experience.

What makes the BlueSky Contact Center different from other Microsoft Teams Call Center?

The BlueSky Contact Center for Microsoft Teams was built natively, using the Microsoft Teams technology stack. No additional software to install or integrate is needed, which makes it simpler to learn and deploy when compared to other platforms.

The BlueSky Contact Center Sidekick

What is the BlueSky Contact Center Sidekick?

The BlueSky Contact Center Sidekick is an optional desktop application included in the BlueSky Contact Center which enables agents to have a clearer view of the incoming call activity via Microsoft Teams Screen pop. You can integrate incoming call data with backend systems such as CRM, Helpdesk, and other lines of business applications to offer the agent greater insight and better customer experience.

The following data will be visible for agents through the BlueSky Contact Center Sidekick:

  • Call History
  • Callbacks
  • Caller ID
  • Leads
  • Tickets
  • Opportunities

The BlueSky Contact Center Sidekick is included in all BlueSky Contact Center plans, at no additional cost.

How do I know if a new Sidekick app is available?

Yes, upon new version becoming available, the app will display a message as shown below:

Can I run the Sidekick App while Teams is running?

Yes, the App can be started while running Teams and the next call will show the Screenpop as expected.

Will calls still reach the user even if the Sidekick App is not running on the user computer?

Calls will reach the user and be monitored on the Supervisor wallboard and reports whether the user has the Sidekick application running or not.