# Multichannel Contact Center English

Canonical: https://help.telegra.de/space/MCCE/

> Dynamic module: Search Highlight (live content)

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> Dynamic module: Page Tree (live content)

### Articles

**Root page:** 9561348866049

### Administration

New to our Contact Center? Here we guide you step by step through the first important settings.

[First Steps](https://help.telegra.de/space/MCCE/9561348866235/Quick+Set+Up+Guide)

### For Agents

As a new agent, you'll find our quick start guide straightforward and easy to use.

[Quick start](https://help.telegra.de/space/MCCE/9561348870144/Agent+Portal+-+First+Steps)

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> Dynamic module: Pages (live content)

### New Articles

**CQL:** `type = page`

- [Multichannel Contact Center English Home](https://help.telegra.de/space/MCCE/9561348767810.md)
- [telegra Multichannel Contact Center Knowledge Base](https://help.telegra.de/space/MCCE/9561348866049.md)
- [Administrator Portal und Set Up](https://help.telegra.de/space/MCCE/9561348866066.md)
- [All features at a glance](https://help.telegra.de/space/MCCE/9561348866111.md)
- [Quick Set Up Guide](https://help.telegra.de/space/MCCE/9561348866235.md)
- [Staff and User Management](https://help.telegra.de/space/MCCE/9561348866348.md)
- [User and Account Management](https://help.telegra.de/space/MCCE/9561348866386.md)
- [Contact methods per agent / supervisor](https://help.telegra.de/space/MCCE/9561348866441.md)
- [Configure agent recording](https://help.telegra.de/space/MCCE/9561348866478.md)
- [Agent Capabilities](https://help.telegra.de/space/MCCE/9561348866519.md)
- [Roles and permissions](https://help.telegra.de/space/MCCE/9561348866559.md)
- [User profiles](https://help.telegra.de/space/MCCE/9561348866630.md)
- [User Groups](https://help.telegra.de/space/MCCE/9561348866667.md)
- [Contact methods in groups](https://help.telegra.de/space/MCCE/9561348866716.md)
- [Break reasons](https://help.telegra.de/space/MCCE/9561348866752.md)
- [Holiday Lists](https://help.telegra.de/space/MCCE/9561348866789.md)
- [Time Ranges](https://help.telegra.de/space/MCCE/9561348866837.md)
- [Defining a relative time interval](https://help.telegra.de/space/MCCE/9561348866901.md)
- [Defining an absolute time interval](https://help.telegra.de/space/MCCE/9561348866937.md)
- [External Destinations](https://help.telegra.de/space/MCCE/9561348866968.md)
- [Call control and distribution](https://help.telegra.de/space/MCCE/9561348867006.md)
- [Service Numbers](https://help.telegra.de/space/MCCE/9561348867036.md)
- [Call Queues](https://help.telegra.de/space/MCCE/9561348867080.md)
- [Adding a call queue](https://help.telegra.de/space/MCCE/9561348867151.md)
- [Defining groups for a call queue](https://help.telegra.de/space/MCCE/9561348867198.md)
- [Configuration of the agents for outgoing calls](https://help.telegra.de/space/MCCE/9561348867236.md)
- [Queue announcements and music](https://help.telegra.de/space/MCCE/9561348867256.md)
- [Automatic Call Recording](https://help.telegra.de/space/MCCE/9561348867293.md)
- [Opt-In and Opt-Out for Call Recordings](https://help.telegra.de/space/MCCE/9561348867325.md)
- [Recording by agents](https://help.telegra.de/space/MCCE/9561348867357.md)
- [Define queue KPIs](https://help.telegra.de/space/MCCE/9561348867385.md)
- [Advanced settings of a queue](https://help.telegra.de/space/MCCE/9561348867418.md)
- [Announcements](https://help.telegra.de/space/MCCE/9561348867467.md)
- [Callbacks from queues](https://help.telegra.de/space/MCCE/9561348867490.md)
- [Call Flow Editor](https://help.telegra.de/space/MCCE/9561348867522.md)
- [Node types - General](https://help.telegra.de/space/MCCE/9561348867583.md)
- [Node: Incoming Call (Inbound Call)](https://help.telegra.de/space/MCCE/9561348867609.md)
- [Node: Join Queue](https://help.telegra.de/space/MCCE/9561348867630.md)
- [Node: Connected To Agent](https://help.telegra.de/space/MCCE/9561348867665.md)
- [Node: End Call](https://help.telegra.de/space/MCCE/9561348867685.md)
- [Node: Play Announcement](https://help.telegra.de/space/MCCE/9561348867706.md)
- [Node: DTMF Menu](https://help.telegra.de/space/MCCE/9561348867727.md)
- [Node: Voice Mailbox](https://help.telegra.de/space/MCCE/9561348867749.md)
- [Audio Files](https://help.telegra.de/space/MCCE/9561348867809.md)
- [Audio Playlists / Playbooks](https://help.telegra.de/space/MCCE/9561348867836.md)
- [Using Text-to-Speech Announcements](https://help.telegra.de/space/MCCE/9561348867861.md)
- [Outbound Campaigns](https://help.telegra.de/space/MCCE/9561348867887.md)
- [Surveys](https://help.telegra.de/space/MCCE/9561348867919.md)
- [Create and manage surveys](https://help.telegra.de/space/MCCE/9561348867959.md)
- [Call Slots](https://help.telegra.de/space/MCCE/9561348867998.md)
- [Blacklists and Whitelists](https://help.telegra.de/space/MCCE/9561348868046.md)
- [Email Management](https://help.telegra.de/space/MCCE/9561348868078.md)
- [Email Queues](https://help.telegra.de/space/MCCE/9561348868118.md)
- [Create an Email Queue](https://help.telegra.de/space/MCCE/9561348868146.md)
- [Email Workflows](https://help.telegra.de/space/MCCE/9561348868180.md)
- [Email Server](https://help.telegra.de/space/MCCE/9561348868212.md)
- [Recommended Email Server Settings](https://help.telegra.de/space/MCCE/9561348868255.md)
- [Recommended email server settings for Gmail](https://help.telegra.de/space/MCCE/9561348868289.md)
- [Recommended Email Server settings for Microsoft](https://help.telegra.de/space/MCCE/9561348868328.md)
- [Sending emails on behalf of another account](https://help.telegra.de/space/MCCE/9561348868354.md)
- [Web Chats](https://help.telegra.de/space/MCCE/9561348868376.md)
- [Chat Services](https://help.telegra.de/space/MCCE/9561348868412.md)
- [Chat Flows](https://help.telegra.de/space/MCCE/9561348868463.md)
- [Chat Queues](https://help.telegra.de/space/MCCE/9561348868498.md)
- [How the chat client works on websites](https://help.telegra.de/space/MCCE/9561348868556.md)
- [Channel Blending](https://help.telegra.de/space/MCCE/9561348868596.md)
- [Capabilities and Weightings](https://help.telegra.de/space/MCCE/9561348868641.md)
- [Agent Assets](https://help.telegra.de/space/MCCE/9561348868667.md)
- [Text Blocks](https://help.telegra.de/space/MCCE/9561348868727.md)
- [Attachements](https://help.telegra.de/space/MCCE/9561348868756.md)
- [Address Books](https://help.telegra.de/space/MCCE/9561348868786.md)
- [Agent Scripts](https://help.telegra.de/space/MCCE/9561348868811.md)
- [Built-In CRM](https://help.telegra.de/space/MCCE/9561348868857.md)
- [Create a new CRM Entry](https://help.telegra.de/space/MCCE/9561348868887.md)
- [Import Customer Data](https://help.telegra.de/space/MCCE/9561348868920.md)
- [User defined fields and labels](https://help.telegra.de/space/MCCE/9561348868944.md)
- [CRM Search](https://help.telegra.de/space/MCCE/9561348868976.md)
- [System Management](https://help.telegra.de/space/MCCE/9561348869001.md)
- [Agent Configuration](https://help.telegra.de/space/MCCE/9561348869036.md)
- [Channel Configuration](https://help.telegra.de/space/MCCE/9561348869058.md)
- [Assets Configuration - Allowed Assets (File Formats)](https://help.telegra.de/space/MCCE/9561348869084.md)
- [Email Editor Options](https://help.telegra.de/space/MCCE/9561348869120.md)
- [Data and Reports](https://help.telegra.de/space/MCCE/9561348869187.md)
- [Call Data Reports](https://help.telegra.de/space/MCCE/9561348869222.md)
- [Service Number Report](https://help.telegra.de/space/MCCE/9561348869268.md)
- [Service Number Report - Columns](https://help.telegra.de/space/MCCE/9561348869326.md)
- [Queue Reports](https://help.telegra.de/space/MCCE/9561348869349.md)
- [Queue Reports - Columns](https://help.telegra.de/space/MCCE/9561348869443.md)
- [Agenten Reports](https://help.telegra.de/space/MCCE/9561348869472.md)
- [Agent Report - Columns](https://help.telegra.de/space/MCCE/9561348869611.md)
- [IVR Report](https://help.telegra.de/space/MCCE/9561348869636.md)
- [Call Classification Report](https://help.telegra.de/space/MCCE/9561348869673.md)
- [Call Transfers Report](https://help.telegra.de/space/MCCE/9561348869713.md)
- [Callers Report](https://help.telegra.de/space/MCCE/9561348869784.md)
- [Calls Report](https://help.telegra.de/space/MCCE/9561348869817.md)
- [Scheduled Calls Report](https://help.telegra.de/space/MCCE/9561348869887.md)
- [Create and manage Wallboards](https://help.telegra.de/space/MCCE/9561348870023.md)
- [Customize Wallboards](https://help.telegra.de/space/MCCE/9561348870053.md)
- [Agent Portal](https://help.telegra.de/space/MCCE/9561348870109.md)
- [Agent Portal - First Steps](https://help.telegra.de/space/MCCE/9561348870144.md)
- [Agent Portal Login](https://help.telegra.de/space/MCCE/9561348870181.md)
- [Password Recovery](https://help.telegra.de/space/MCCE/9561348870205.md)
- [Change your Password](https://help.telegra.de/space/MCCE/9561348870234.md)
- [After the first login - How to find your way around](https://help.telegra.de/space/MCCE/9561348870258.md)
- [How do you want to receive calls?](https://help.telegra.de/space/MCCE/9561348870327.md)
- [The Status Bar](https://help.telegra.de/space/MCCE/9561348870385.md)
- [Change my Status](https://help.telegra.de/space/MCCE/9561348870420.md)
- [Setting Availability for specific Channels and Queues](https://help.telegra.de/space/MCCE/9561348870465.md)
- [Going on Break](https://help.telegra.de/space/MCCE/9561348870509.md)
- [View the Status of other Agents](https://help.telegra.de/space/MCCE/9561348870549.md)
- [Viewing the Status of Queues](https://help.telegra.de/space/MCCE/9561348870586.md)
- [Internal Calls to other Agents](https://help.telegra.de/space/MCCE/9561348870624.md)
- [Outbound calls with "Click-to-Dial](https://help.telegra.de/space/MCCE/9561348870658.md)
- [Browse your Inbox and Contacts](https://help.telegra.de/space/MCCE/9561348870697.md)
- [Agent Statistics and Personal Key Figures](https://help.telegra.de/space/MCCE/9561348870734.md)
- [Call Handling](https://help.telegra.de/space/MCCE/9561348870845.md)
- [Accept Incoming Calls](https://help.telegra.de/space/MCCE/9561348870868.md)
- [Call Information in the Agent Portal](https://help.telegra.de/space/MCCE/9561348870908.md)
- [Browser Notifications (Desktop Notification)](https://help.telegra.de/space/MCCE/9561348870944.md)
- [Call Control](https://help.telegra.de/space/MCCE/9561348870972.md)
- [Forward Calls](https://help.telegra.de/space/MCCE/9561348871018.md)
- [Recording Calls Manually](https://help.telegra.de/space/MCCE/9561348871045.md)
- [Necessary Steps to end the Processing of a Call](https://help.telegra.de/space/MCCE/9561348871096.md)
- [Start Outbound Calls](https://help.telegra.de/space/MCCE/9561348871116.md)
- [Call History](https://help.telegra.de/space/MCCE/9561348871142.md)
- [Scheduled Calls](https://help.telegra.de/space/MCCE/9561348871220.md)
- [EN_Bearbeitung von E-Mails](https://help.telegra.de/space/MCCE/9561348871263.md)
- [EN_Übernahme und Bearbeitung einer eingehenden E-Mail](https://help.telegra.de/space/MCCE/9561348871291.md)
- [EN_Beantworten einer E-Mail](https://help.telegra.de/space/MCCE/9561348871328.md)
- [EN_Anhänge auswählen und senden](https://help.telegra.de/space/MCCE/9561348871425.md)
- [EN_E-Mails zwischenspeichern](https://help.telegra.de/space/MCCE/9561348871464.md)
- [EN_E-Mail Verläufe einsehen](https://help.telegra.de/space/MCCE/9561348871489.md)
- [EN_Interne E-Mail Notizen](https://help.telegra.de/space/MCCE/9561348871521.md)
- [EN_E-Mail-Informationen (Aktiver Vorgang)](https://help.telegra.de/space/MCCE/9561348871544.md)
- [EN_Bearbeitung von Chats](https://help.telegra.de/space/MCCE/9561348871578.md)
- [EN_Kontakte (CRM)](https://help.telegra.de/space/MCCE/9561348871603.md)
- [EN_Kontakte zuweisen](https://help.telegra.de/space/MCCE/9561348871639.md)
- [Supervisor](https://help.telegra.de/space/MCCE/9561348871702.md)
- [Agent Monitoring - Live Data](https://help.telegra.de/space/MCCE/9561348871746.md)
- [EN_Step 3: Einrichten des Routingplans](https://help.telegra.de/space/MCCE/9561348872087.md)
- [First Aid and Troubleshooting](https://help.telegra.de/space/MCCE/9561348872191.md)
- [Console Log in Google Chrome](https://help.telegra.de/space/MCCE/9561348872219.md)
- [Backup of a HAR file](https://help.telegra.de/space/MCCE/9561348872268.md)

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Generated: 2026-09-22T18:00:05.546Z