Videos


  • Share a file from a workspace

    Share a file from a workspace :21

    Share a file from your workspace with another PureCloud user.

  • Build an audio sequence in Architect

    Build an audio sequence in Architect :45

    Build an audio sequence in Architect.

  • Change the encryption key

    Change the encryption key :19

    Change the key used to encrypt interaction recordings.

  • Create a WebRTC phone trunk

    Create a WebRTC phone trunk :43

    Create a new phone trunk for WebRTC phones.

  • Configure an Edge for WebRTC

    Configure an Edge for WebRTC :53

    Configure an Edge group and Edge settings for a WebRTC phone trunk.

  • Create a SIP phone trunk

    Create a SIP phone trunk 1:30

    Create a trunk for SIP phones.

  • Configure access control for a SIP phone trunk

    Configure access control for a SIP phone trunk 1:55

    Configure SIP access controls settings on a SIP phone trunk.

  • Configure general settings for a SIP phone trunk

    Configure general settings for a SIP phone trunk :56

    Configure general settings for a SIP phone trunk.

  • Configure media settings for a SIP phone trunk

    Configure media settings for a SIP phone trunk 1:01

    Configure the media settings for a SIP phone trunk.

  • Configure the in-queue call flow

    Configure the in-queue call flow 2:38

    Edit the in-queue call flow to customize your callers' hold experience.

  • Add a file to a workspace

    Add a file to a workspace :49

    Add a file to a workspace in Documents.

  • Calls tutorial

    Calls tutorial 1:52

    Tour PureCloud's calling features.

  • Search tutorial

    Search tutorial 2:35

    Tour PureCloud's search features.

  • Profiles tutorial

    Profiles tutorial 2:01

    Tour PureCloud's profile features.

  • Create an evaluation form

    Create an evaluation form 1:23

    Create an evaluation form to measure contact center quality.

  • Access the Function and Operator help

    Access the Function and Operator help 4:30

    Access, search, and use Architect's Function and Operator help in various dialog boxes.

  • Chat tutorial

    Chat tutorial 2:07

    Tour PureCloud's chat functionality.

  • Obtain the caller's phone number

    Obtain the caller's phone number 3:16

    Create a menu that confirms the caller’s phone number and allows the caller to enter a different number.

  • Status tutorial

    Status tutorial 2:50

    Indicate your status to others and control behavior for incoming calls and video chats.

  • Add and edit a profile section

    Add and edit a profile section :37

    Add, edit, and save a new section in your profile.

  • Answer and reply to an email interaction

    Answer and reply to an email interaction :31

    Answer an incoming ACD email, type a message, preview and send the message, and complete after-call work.

  • Blind transfer a voice interaction

    Blind transfer a voice interaction :29

    Transfer a call directly to a queue without speaking to the intended recipient.

  • Consult transfer a voice interaction

    Consult transfer a voice interaction :33

    Transfer an ACD call to another user after talking with the transfer recipient and connecting all three participants.

  • Provision an external SIP trunk

    Provision an external SIP trunk :32

    Work with your carrier to provision an external SIP trunk.

  • Configure state, protocol, and listen port

    Configure state, protocol, and listen port 1:07

    Configure the state, protocol, and listen port on an external SIP trunk.

  • Select a queue and go On Queue

    Select a queue and go On Queue :32

    Select a queue to work and then go on queue to receive new interactions.

  • Configure outbound settings

    Configure outbound settings :56

    Configure the outbound settings for an external SIP trunk.

  • Add base settings for a new phone tutorial

    Add base settings for a new phone tutorial 4:00

    Create new base settings, and then create a new phone based on those settings.

  • Configure SIP access control settings

    Configure SIP access control settings :49

    Configure SIP access control settings on an external trunk.

  • Configure general trunk settings

    Configure general trunk settings :51

    Configure the general settings on an external SIP trunk.

  • Place a call on behalf of a queue

    Place a call on behalf of a queue :38

    Place a call on behalf of a queue without going on queue. Complete the call and required, time-boxed after-call work (ACW).

  • Answer, respond to, and end a chat interaction

    Answer, respond to, and end a chat interaction 1:10

    Answer an incoming ACD chat, send a message, use canned responses in a message, end an ACD chat, and complete after-call work (ACW).

  • Architect Beginner Lesson 8: Validate and publish the PureCloud Animal Care call flow

    Architect Beginner Lesson 8: Validate and publish the PureCloud Animal Care call flow 2:54

    Validate and publish a call flow.

  • New Hire Orientation tutorial

    New Hire Orientation tutorial 3:36

    Begin the first phase of new hire orientation with PureCloud Collaborate.

  • Configure identity settings

    Configure identity settings 1:31

    Configure the identity settings on an external SIP trunk.

  • Configure the media settings

    Configure the media settings 3:00

    Configure the media settings on an external SIP trunk.

  • Send a fax

    Send a fax :40

    Send a fax from the Calls panel. Enter a number, add a cover sheet note, and attach the file to fax.

  • Access literal mode, expression mode, and the expression editor

    Access literal mode, expression mode, and the expression editor :32

    Create and edit expressions in literal mode, expression mode, and by using the expression editor.

  • Perform a bulk prompt import

    Perform a bulk prompt import :55

    Import multiple prompts in a single session using bulk prompt import.

  • Create a chat room

    Create a chat room :45

    Create a chat room and add participants.

  • ACD Automatic Call Distribution

    ACD Automatic Call Distribution 1:49

    A brief overview of ACD and explanation of how PureCloud routes a call to the appropriate person

  • Fax tutorial

    Fax tutorial 2:13

    Send a fax from the PureCloud interface.

  • Architect Beginner Lesson 3: Create reusable tasks for lost and found pets

    Architect Beginner Lesson 3: Create reusable tasks for lost and found pets 4:56

    Create reusable tasks for lost pets and found pets for use in the main menu.

  • Architect Beginner Lesson 4: Create a reusable task for pet tracking services

    Architect Beginner Lesson 4: Create a reusable task for pet tracking services 2:26

    Create a reusable task that presents an informational message to callers.

  • Architect Beginner Lesson 1: Create and upload audio prompts

    Architect Beginner Lesson 1: Create and upload audio prompts 3:56

    Create and upload audio prompts for an Architect call flow.

  • Architect Beginner Lesson 2: Create the initial flow and add the starting menu

    Architect Beginner Lesson 2: Create the initial flow and add the starting menu 2:30

    Create the initial call flow and add the starting menu.

  • Architect Beginner Lesson 5: Organize the starting menu structure

    Architect Beginner Lesson 5: Organize the starting menu structure 1:17

    Set up the starting menu selections for the call flow.

  • Complete after-call work

    Complete after-call work :25

    Enter notes and select a wrap-up code to complete an interaction.

  • Add a rule by relationship

    Add a rule by relationship :38

    Automate group membership using a relationship-based rule.

  • Architect Beginner Lesson 6: Call flow default configuration

    Architect Beginner Lesson 6: Call flow default configuration 1:08

    Edit default call flow configuration for general settings, error handling, and more.

  • Architect Beginner Lesson 7: Add a language and language menu

    Architect Beginner Lesson 7: Add a language and language menu 1:48

    Add a supported language and a language selection menu.