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Self Administration Matters

Updated: Aug 10, 2021

Unshackle yourself from vendor support with self administration

Not to be confused with a Contact Center Manager, the Contact Center System Administrator is an information technology function that is responsible for installing, maintaining, and troubleshooting an organization's contact center application and possibly the infrastructure that it runs on.

In the context of our Contact Center, the systems administrator's goals are to meet end-users' needs and to ensure high system availability and seamless end to end customer/agent experience.

Some of the functions that you may find in the contact center administrators job specification are:

  • Manage phone numbers

  • Voice over IP

  • IVR greetings and menus

  • Porting numbers

  • Managing Channels

    • Voice

    • Chat

    • Email

    • SMS

    • Social

  • Queue Management

  • Competencies

  • User States

  • User Profiles

  • Dispositions

  • Adding users

  • Troubleshooting

  • Report Management

  • Application Integrations

  • Standing up new Contact Centers

  • PBX and SIP management

  • Application Integrations

  • Problem reporting and resolution

This list is extensive and the Mercuricall CCaaS Application covers all of these and more. Just to prove it we took a screen shot of two of the admin menus (above) to give you a feel of the power that we provide to your administrators.

To get a real feel for it why not book a demonstration with us and if you are still interested we can give you a sandbox to play in. Just click on the button below.


The Mercuricall Group, based in Europe and the USA, operates internationally. We are a providers of Next Generation Contact Center as a Service (CCaaS) software. See more Mercuricall articles on contact centre related topics by clicking here.

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