Momentum Unity Agent Setup
Unity is the Call/Contact Center software that sits on top of Mobility and is used by call center agents and Supervisors in Customer Service, Billing Questions and Provider Support. Unity is used to login and sign-out of the Call Center. When signed in and Available, incoming calls are routed to the Agent that has been idle the longest.
There are two types of licenses, Agent and Supervisor.
Agents have access to see the calls in queue. Calls are routed to the agent in each queue depending on which option the caller chose when dialing in.
Supervisors can see all call activity for each user and have additional reporting and call monitoring capabilities.
The appropriate license needs to be added to each user by Momentum Support before installing Unity. Once the license is confirmed, you should have Mobility installed and then Unity. The most current version of each can be downloaded from: https://gomomentum.com/downloads/.
Both Mobility and Unity use the same username and password.
Once Unity is installed, there are configuration screens that need to be setup. Upon launching, go to Settings (Tools/Settings or the gear icon).
Go to the Settings Tab, then highlight Startup. This should be set to Unity Call Center Agent for an Agent or Unity Call Center Supervisor for a Supervisor. See Figure 1.
Figure 1- Settings / Settings / Startup to configure User Type
Once the startup is entered, navigate to Connection / Authentication and enter the Mobility/Unity username and password. Click remember my username and password so it will login automatically. See Figure 2
Figure 2 - Set username and password under Connection / Authentication
Next Navigate to Connection / Call Centers. See Figure 3.
You must enter the password for Call Center. The current password is: “Welcome1”
This password is entered for all users. If it is ever reset, it will have to be entered for all users.
If this step is missed, they can still login to Unity, but they will not see any Call Centers.
Figure 3- The system Default Password needs to be entered here. Changing the password will require all Unity users to have the new password entered.
Once logged in, Supervisors will see the top section of Unity with the Calls. Agents see the middle and lower sections. See Figure 4
The Contacts screen defaults to showing many users. I typically change this to just show the other Agents in the assigned queues.
To do this, right-click in the Contacts pane, then choose Manage User List. See Figure 5.
Figure 4 - Unity home screen
Figure 5 - Right Click to bring up the Manage User List option. Select it to modify the list of users that display.
You can click at the top level on either side to select all then use the blue arrow to add or remove. Start by selecting all from the Right side and moving to the left side.
Then you can add back the agents from the left side to the right as needed.
This completes the Setup and Configuration for Unity client.
There is additional setup required in the Momentum Portal for managing and configuring the Contact Center. This is normally completed as part of the user setup by Momentum Support.
To view the settings from the Portal, go to Contact Center in the left menu, Under Framingham, click Edit. See Figure 6.
Click Configure next to each call center to see Settings. See Figure 7.
See Figure 8. The most common areas to review are the Agents and Supervisor section for each queue where Agents are assigned to queues and Agents are assigned to Supervisors.
Figure 8- Contact Center configuration
Lastly, Contact Centers that are assigned to an Agent can be viewed in the Individual user’s profile.
In the top search bar, type the name or extension and search. When it displays, click on it to open it. See Figure 9
Figure 9 - Search for user
Once the profile is displayed, click on View All Features. See Figure 10.
When the All Features screen appears, scroll down to Contact Center and expand on Contact Centers See Figure 11
If configuration was done properly by Momentum, typically no changes are need. If the user is not seeing any Contact Centers in Unity, check to make sure they are assigned and checked off under Join Contact Centers.
Note – if a user logged into the portal, they could see this option as well.
You can also change the status and log someone in or out of the Contact Center here. It works the same as if they did it in Unity or from their phone.
Figure 11- User Contact Center configuration