Here, you can see the master data for the currently logged in user, and change some parameters.

Choose User Data - User Master Data in the main menu, to view the data.

Use the tabs to select screens with different sets of data and functions.

User

This tab represents the current user data. The following data can be changed:


Agent

Sysadmin

& Reseller

The fields visibility depends on the Interface user role.
Options
Play sound when chat messages are receivedyesyesPlay sound when chat messages are received by the current agent.

Language for Announcements

yesyes

Adjustement of Language for Announcements to the agent.

Language for Texts and E-Mails

yesyes

Adjustement of Language for Texts and E-Mails to the agent.

Innovaphone PBX Integration

Activate in Full Web Client

yes

Activate the feature in Full Web Client.

Position in Full Web Clientyes
Position of the form in Full Web Client.
Activate in Mini Clientyes
Activate the feature in Mini Client.
Position in Mini Client yes
Position of the form in Mini Client .
Show

Pager Rows

yesyes

Amount of Pager Rows in the menu Agent and Supervisor

Supervisor Service Level (s)yesyesDefault for Supervisor Service Level parameter.
Supervisor Short Hangups (s) yesyesDefault for Supervisor Short Hangups parameter.
Supervisor Service Quota (%)yesyesDefault for Supervisor Service Quota parameter.



Supervisor Start Time (hh:mm)

yesyes

Here you can adjust the date of data to be aggegrated and shown in the
table of the Supervisor (field “Statistics since”). The setting which you
select here, will become the default setting which the system will use
after the login. The time can be changed during the operation. The
default setting is 00:00.

Supervisor Graph Interval (min)yesyesDefault for Supervisor Graph Interval parameter.
Supervisor Zoom yesyesSupervisor Zoom parameter.

Number of Wallboard Columns

yesyes

Amount of the wallboard columns which can be used for each group.


Show Current Calls in Wallboard

yes

Set this option, if a table of the current calls should be displayed at
the bottom of the Supervisor Wallboard.
This option is only available if it was configured for you.

Internal Calls with Active Tel Number

General information

  1. In some systems these settings may not work
    This is because the agents internal phone is inserted into the FROM field in sip, which may be used for a different purpose in sip-trunks to your jtel ACD
  2. Calls to external destinations will never be signaled with the agents internal phone number by jtel.
  3. Calls made via the button "Call" in Agent Home will count as an internal call, when the called number length is the same or less than the value of the parameter 'Internal Number Length' in the SIP-Trunk used for the call. The same is true for all other fields where calls can be initiated either to internal or external phone numbers. 

Additionaly, note: If in your PBX, calls to external destinations can be initiated by calling dummy numbers like for example 2233 is routed to <External Number>, make sure that these are not used by agents with any of the below internal number signaling settings active. Reason being, that this can be counted as an internal call by jtel (see point 3 above) and the agents active phone could be signaled

Agent Internal Calls with Active Tel Numberyes

Set this option, if the agent want change the display of internal Agent
call signalling to the active phone number instead of the service number.
This option is only available if it was configured for you.

Example Use-Cases:

  • Call made via Tab 'Agent Home → Call Handling → Agent'
  • Call made via Tab 'Agent Home → Call Handling → Category'
    Note: A category is configured and named via 'Menu → User Data → Category'
  • Call made via Tab 'Agent Home → Call Handling → Team'

Note: The agents internal number will not be signaled for example when the other agent being called currently has a mobile phone, so an external phone as their active phone

PBX Users Internal Calls with Active Tel Numberyes

Set this option, if the agent want change the display of internal PBX
call signalling to the active phone number instead of the service number.
This option is only available if it was configured for you.

Example Use-Cases:

  • Call made via Tab 'Agent Home → Call Handling → PBX Users'
Number Internal Calls with Active Tel Numberyes

Set this option, if the agent want change the display of internal Number
call signalling to the active phone number instead of the service number.
This option is only available if it was configured for you.

  • Call made via Tab 'Agent Home → Call Handling → Number'

Note: A call made to an internal phone number in this tab will count as an internal call, and the agents internal phone number will be signaled. A call made to an external number will not count as an internal call, and the service number of the configured outbound group will be signaled. 

Passwords
PasswordyesyesChange the password of the user.
PINyes
Change the PIN of the user.

Teams

This page represents the Teams integration configuration. Teams mapping presents states to ACD states and actions can be configured as following:

WhenIncoming state
Then presence

ACD state.

And ActionSystem Action. Ex: Send Calls to Telephone 2,

Communication

The following contact data of the agent can be seen:

Office 1The phone number is used in ACD as telephone number 1.
Office 2The phone number is used in ACD as telephone number 2.
MobileThe phone number is used in ACD as telephone number 3.
PrivateThe phone number is used in ACD as telephone number 4.
Additional 1The phone number is used in ACD as telephone number 5.
Additional 2

The phone number is used in ACD as telephone number 6.

EmailEmail of the Agent.

Settings

Here the user has direct access to the different GUI settings. These values are updated automatically by changing parameters in the GUI.

For example the parameter AcdAgent.AcdAgentTransferGroupsBean.MiniClient.LimitPageSize is responsible for the number of lines in the Groups table of the miniclient view. 

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