Getting Started with UCBC

Welcome to UCBC! This guide is for you — the person actually answering calls, chatting with customers, or just using your own phone extension — not for whoever set the system up. It covers logging in for the first time, figuring out which workspace you landed in, and finding your way around.

1. Logging In#

1. Open the UCBC web address your organization gave you in a browser.
2. Type your username into the box in the middle of the screen.
   • If you see three small options underneath the username box — User, Agent, and Supervisor — pick the one that matches how your account was set up. Most people only ever see one that already makes sense for them, or none at all (in which case UCBC already knows what you are and you can skip this step).
     • User is the standard login — use this if you're not sure.
     • Agent and Supervisor send you straight into the call-and-ticket workspace described below instead of a plain admin screen.
3. Click Login (or press Enter) to continue to the password screen.
4. Type your password. If you want to double-check what you typed, press and hold the small eye icon next to the password box — your password shows in plain text for as long as you hold it down, and hides again the moment you let go.
5. If your organization has more than one site/domain set up and UCBC can't tell which one you belong to automatically, you'll also see a Domain box or dropdown. Pick your organization's name there.
6. Click Login.

Forgot your password? Use the Forgot Password link under the password box to request a reset link by email.

Tip: You don't need to remember which role you picked from one login to the next — once your account is set up a certain way, logging in with just your username and password will usually take you to the right place automatically.

The UCBC login screen for portal users

Screenshot needed · user-login-screen

2. Which Workspace Did I Land In?#

UCBC has three different day-to-day workspaces. Which one you see depends on how your account is set up — you don't choose this yourself beyond the role picker on the login screen.

Agent Portal#

If your job involves answering phone calls, replying to emails, WhatsApp messages, or social media messages, and working customer support/sales tickets, you'll land in the Agent Portal. This is your home base for the whole day: a personal dashboard, a unified ticket inbox across every channel, a built-in softphone for making and taking calls, a shared contacts directory, and your own email mailbox — all without needing any other software open.

Supervisor View#

If you're responsible for a team of agents rather than (or in addition to) handling tickets yourself, logging in as a Supervisor gives you everything an agent has, plus team oversight on top: live queue monitoring, team-wide ticket and call statistics, leaderboards, and a per-agent performance breakdown. It's the same screens an agent uses, just with a wider, team-level view layered in.

Extension / User Portal#

If you simply have a phone extension — a desk phone or softphone number — and no ticket or call-center duties, you'll land in the simpler Extension Portal instead. It's a lightweight self-service page: your own call stats, a personal contacts list, voicemail and call-forwarding status, and quick on/off switches for things like Do Not Disturb — without any of the ticket/queue machinery an agent or supervisor sees.

Tip: Every page in whichever workspace you're in shows a small colored badge next to the page title — Agent, Supervisor, or Extension — so you can always tell at a glance which one you're in.

Landing in the Agent Portal after login

Screenshot needed · workspace-landing

3. Setting Your Status (Available / On Break)#

If you're in the Agent Portal or Supervisor view, you'll notice a colored status pill near the top of every page — green for Available, orange for On Break.

• To go on break: click the status pill once. It turns orange and switches to On Break, which tells the system to stop sending you new calls for the moment.
• To come back from break: click the pill again. It turns green and switches back to Available.
• You don't have to do anything when you first log in — UCBC automatically marks you Available the moment you sign in, and automatically marks you logged out when you sign out. The pill is only for the one choice that's really yours to make during the day: stepping away for a break and coming back.

4. Finding Your Way Around#

Each workspace uses the same basic layout:

• A menu down the left side is your main way of getting around. What you see there depends on your role:
  • Agent/Supervisor: Dashboard, Tickets, Contacts (agents) or Call Center (supervisors), Email, Meetings, Reports, and Settings.
  • Extension user: Dashboard, Contacts, Email, Meetings, and Settings — a shorter list, since there are no tickets or queues to manage.
• A bar across the top of each page shows the page title, your role badge, and any page-specific buttons (like Manage Widgets on the dashboard).
• A small floating phone button, usually in a corner of the screen, opens your built-in softphone from anywhere in the Agent Portal — see the "Making and Receiving Calls" guide for everything it can do.

Tips#

• Not sure which workspace you're supposed to be in? Ask whoever manages your UCBC account — it's controlled by how your login was set up, not something you switch yourself.
• The status pill only ever offers Available and On Break. If you need a longer-term change (going fully offline, changing your assigned queues, etc.), that's handled by an administrator or supervisor, not from the pill itself.
• Logging out properly (rather than just closing the browser tab) makes sure your status is correctly recorded as logged out, so calls stop being routed to you right away.