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Click the Get started link for your role within the PureCloud organization.

Role Tasks Get started
Administrators are responsible for daily operation, user and group administration, call flow setup, configuration changes, usage policies, and collection of materials needed by PureCloud Support like conversation IDs or console logs.

Set up telephony

Get your Edge and phones up and running

Edge documentation resources

  • Add people
  • Assign roles
  • Add groups
  • Add locations
  • Add workspaces for document sharing
Get started administering PureCloud
Set up auto attendant call flows (Architect)

Create a flow

Get started with the Architect tutorial

Business users use collaborative features such as chat, video conference, directory search, calls, and document sharing.
  • Complete a profile
  • Set contact options
  • Download desktop and mobile apps

Get started collaborating

Contact center agents perform inbound and outbound customer interactions by phone, email, or chat. They are responsible for joining queues, annotating recordings, viewing evaluations, and assigning wrap-up codes.
  • Add an agent name and image for web chats
  • Select a phone
  • Select queues
  • Go on and off queue
  • Complete interactions
  • Request assistance
  • View the performance dashboard

Get started (agents)

Contact center managers are responsible for configuring and executing contact center activities such as outbound dialing campaigns, scripts, quality evaluations, and workforce management schedules.
  • Complete the Planning Guide
  • Create queues
  • Create wrap-up codes
  • Create call flows
  • Add schedules 
  • Configure IVR routing
  • Set up agents
Get started administering PureCloud contact center

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