This article describes the installation, management, and features of the UNIVERGE BLUE® ENGAGE Advanced and Complete, detailing their capabilities, administrative procedures, and the process for upgrading or modifying the service through the Control Panel platform.

• Installing UNIVERGE BLUE® ENGAGE Advanced/Complete
• Managing UNIVERGE BLUE® ENGAGE
• UNIVERGE BLUE® ENGAGE Page Overview

Installing UNIVERGE BLUE® ENGAGE Advanced/Complete

UNIVERGE BLUE® ENGAGE Advanced and UNIVERGE BLUE® ENGAGE Complete are available for installation through Control Panel.

To install UNIVERGE BLUE® ENGAGE Advanced or Complete,

1. As an administrator, log into Control Panel.

2. Navigate to Services > UNIVERGE BLUE ENGAGE on the top of the screen.

3. Select an appropriate package and click Install button.

	UNIVERGE BLUE ENGAGE Advanced                 (formerly Gold)	UNIVERGE BLUE ENGAGE Complete                  (formerly Platinum)
What is it?	Connect Better With Your Customers A flexible solution providing sophisticated contact center capabilities to increase customer satisfaction for businesses of any size.	Optimize your Customer Experience A full-featured omnichannel Contact Center solution with powerful integrations capable of delivering the ultimate customer experience.
Features	Includes: Supervisor functions including monitor, barge, and whisper Real-Time & Graphical Scheduled, Historical & Custom Reports Call Recording Customizable IVRs Skill-Based, Geo & Rule-based Routing Ability to purchase Email, Chat, and SMS channel add-ons Available with an UNIVERGE BLUE® CONNECT plan or with your existing phone system	All UNIVERGE BLUE ENGAGE Advanced functionalities plus: Chat, email & SMS Channel Queues Outbound Notification Campaigns (Voice, Email & SMS) Schedule Manager QA Evaluator Templates & Scoring Custom CRM Integrations Advanced self-service IVR applications Available with an UNIVERGE BLUE® CONNECT plan or with your existing phone system

It will take some time to install the module. Click Refresh button to update the page.

When UNIVERGE BLUE® ENGAGE Advanced/Complete is installed:

• a dedicated UNIVERGE BLUE® ENGAGE Advanced/Complete page will be displayed in the Control Panel;
• a new account will be provisioned in the UNIVERGE BLUE® ENGAGE Admin Portal;
• Onboarding Mode will be enabled for the account configuration. Read the Knowledge article about the Onboarding Mode for more information.

Managing UNIVERGE BLUE® ENGAGE

UNIVERGE BLUE® ENGAGE Advanced/Complete will be available for review and managing only to account contacts with the following roles in Control Panel:

• Owner
• Technical Administrator with service UNIVERGE BLUE® ENGAGE Advanced/Complete

The new UNIVERGE BLUE® ENGAGE Advanced/Complete role is visibly displayed as a child role to UNIVERGE BLUE® CONNECT. If UNIVERGE BLUE® CONNECT is disabled, the UNIVERGE BLUE® ENGAGE Advanced/Complete role cannot be managed and will not be shown.

Note: this new role is for managing only UNIVERGE BLUE® ENGAGE Advanced or Complete packages. The UNIVERGE BLUE® ENGAGE Advanced /Complete role will be automatically enabled for all existing account contacts having UNIVERGE BLUE® CONNECT role enabled. For new account contacts, this role needs to be enabled manually in the Create account contact page. It will not be enabled by default.

UNIVERGE BLUE® ENGAGE Page Overview

To log in to UNIVERGE BLUE® ENGAGE Admin Portal from Control Panel:

1. As an administrator, log into Control Panel.

2. Navigate to Services > UNIVERGE BLUE ENGAGE on the top of the screen.

3. Click on  Log into Contact Center Control Panel link on the upper part of the page.

4. The admin portal page will open in a new tab, and you will be authenticated via Single Sign On. This is what the UNIVERGE BLUE® ENGAGE Admin portal looks like:

On the UNIVERGE BLUE ENGAGE page in Control Panel you have the following tabs:

• General: Using this page, you can get general information about the UNIVERGE BLUE® ENGAGE service and gather your reference UNIVERGE BLUE ENGAGE Account ID.
• Users: Using this page, you can manage UNIVERGE BLUE ENGAGE service for your users.
• Phone Numbers: Using this page, you can manage phone numbers for your UNIVERGE BLUE ENGAGE account.
• Subscriptions: Using this page, you can manage concurrent users' subscription licenses and recording storage package.

General

This tab provides general information about the UNIVERGE BLUE® ENGAGE service, such as your current package, reference UNIVERGE BLUE ENGAGE Account ID, recommended steps for account provisioning, etc.

Users

Here you can see the list of users on the account. You can enable or disable UNIVERGE BLUE® ENGAGE service per user.

Once UNIVERGE BLUE® ENGAGE service is enabled, a new Agent in UNIVERGE BLUE® ENGAGE Admin Portal is created, and the user data is synced from Control Panel.

The user data is synced to UNIVERGE BLUE® ENGAGE Admin Portal as described below:

• Control Panel Display Name is used as the agent's First Name and also the Agent's name in the tree view at the left of the UNIVERGE BLUE® ENGAGE Admin Portal.
• Control Panel Email is used as Agent's Username and Email.
• Profile picture from Control Panel is shown in UNIVERGE BLUE® ENGAGE Admin Portal as well. If changed after installation, new profile picture will be propagated to UNIVERGE BLUE® ENGAGE Admin Portal within approximately 1 hour.

Disabling UNIVERGE BLUE® ENGAGE in Control Panel would delete the Agent from UNIVERGE BLUE® ENGAGE Admin Portal.

FAQ

Question: How can I change selected package (e.g., from Advanced to Complete)?
Answer: Contact the Onboarding team for package upgrade/downgrade.

Question: How do I uninstall installed UNIVERGE BLUE® ENGAGE package from Control Panel?
Answer: To uninstall UNIVERGE BLUE® ENGAGE, contact the Support team. Packages uninstallation directly from Control Panel is planned for the next phase.

Question: Can I import phone numbers from Control Panel to UNIVERGE BLUE® ENGAGE Admin Portal?
Answer: No, phone numbers import is out of scope for the current release, contact the Onboarding team to do it. This functionality is planned for the next phase.

Question: Can I purchase additional features and/or UNIVERGE BLUE® ENGAGE Concurrent Subscription Licenses from Control Panel integration?
Answer: This functionality is available in Onboarding mode. Read the Knowledge article about UNIVERGE BLUE® ENGAGE Advanced/Complete: Onboarding Mode for more information.