Consistent Support for Multiple Worker Devices

Voca CIC’s skill-based routing and real-time reporting are now fully supported in the Microsoft Teams client and through additional endpoints. This enhancement allows agents to also leverage the Teams client as a formal agent Voca CIC endpoint, while still enjoying the support for intelligent routing, call wrap-up, and full reporting. This provides agents with flexibility to choose their preferred answering device while preserving Voca CIC's capabilities even when not using the Voca Worker Application. Whether using a Teams-certified phone device or managing every call through the Teams interface, this update ensures Workers remain responsive, no matter how they answer a contact center call.

Why is this important?

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Enhanced Accessibility

Voca CIC Workers can now log into the Teams application on their mobile devices or AudioCodes IP phones, enabling them to manage service desk calls without needing a dedicated Voca CIC web application.

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Skill-Based Routing

With this integration, customer interactions are automatically routed to the most qualified Voca CIC Worker, ensuring efficient service delivery regardless of endpoint.

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Real-time Reporting

Voca CIC Workers and Supervisors gain access to essential contact center capabilities—such as wrap-up events, real-time dashboards, and reporting—directly within the Teams client.

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Flexibility in Hot Desking

This update is ideal for organizations utilizing hot desking, allowing Voca CIC Workers to seamlessly switch between different workstations while still maintaining high service levels.