Possible Settings (Function, Parameters) | Configuration Group | Agent Group | Standalone Group |
---|
Master Data |
ID | x | x | x |
Name | x | x | x |
Group Number | x |
| x |
Foreign System ID | x | x | x |
Hide Group from Call Processing |
| x | x |
Fax-ID | x |
| x |
Fax-Headline | x |
| x |
Primary Acd Agent Group | x |
|
|
Caller ID | x |
| x |
Service Number for Direct Agent Calls | x |
| x |
CRM URL | x |
| x |
Overwrite CRM-Url with CRM-Url from IVR | x |
| x |
Telephone Display | x |
| x |
Extra Info Warning |
---|
When semicolons, commas, apostrphophes or pipes (;,'|) are used in additional info, it can cause the web client to miss events and not display calls. |
| x |
| x |
Provide SIP History when calling agents | x |
| x |
Display Info for Transfer to Internal Destination | x |
| x |
Provide SIP History ACD internal transfers | x |
| x |
Display Info for Transfer to External Destination | x |
| x |
Provide SIP History for ACD external transfers | x |
| x |
Online Parameters |
Tarif Prompt | x |
| x |
Prompt 1 | x |
| x |
Prompt 2 | x |
| x |
Call Recording | x |
| x |
Always Record Agent | x |
| x |
FTP Upload | x |
| x |
Junk Call Group | x |
| x |
Duration of the Lock | x |
| x |
Enable Monitoring |
| x |
|
Queue |
Maximum Queue Size (# absolute) |
| x | x |
Maximum Queue Size (% relative) |
| x | x |
Queue open when no agents logged in |
| x | x |
Maximum Queueing Time | x |
| x |
Leave Queue on DTMF | x |
| x |
Create callback media event when caller abandons queue | x |
| x |
Cost Free Queueing Before Connect | x |
| x |
Answer Calls in Queue After (s) | x |
| x |
Play Prompt on Answer in Queue | x |
| x |
Ratio of Waiting Callers to Logged-In Agents (%) | x |
| x |
Prompt on Entry to Queue | x |
| x |
Play Before Music on Hold | x |
| x |
Play From Position | x |
| x |
Play Until Position | x |
| x |
Use "Until Position" if Actual Position Greater | x |
| x |
Waiting Position Announcement | x |
| x |
Announce Queue Position as a Number | x |
| x |
Waiting Position Announcement after Numerical Output | x |
| x |
Play Before Music on Hold | x |
| x |
Play From Time | x |
| x |
Play Until Time | x |
| x |
Use "Until Time" if Actual Waiting Time Higher | x |
| x |
Waiting Time Announcement | x |
| x |
Announce Queue Waiting Time as a Duration | x |
| x |
Round Value to 30 Seconds or Minutes | x |
| x |
Waiting Time Announcement after Time Output | x |
| x |
Music on Hold | x |
| x |
Music on Hold for Call Transfer by Agent | x |
| x |
Mix Files | x |
| x |
Play Prompt 1 | x |
| x |
Play Waiting Position 1 | x |
| x |
Play Waiting Time 1 | x |
| x |
Music on Hold Segment 1 | x |
| x |
Play Prompt 2 | x |
| x |
Play Waiting Position 2 | x |
| x |
Play Waiting Time 2 | x |
| x |
Music on Hold Segment 2 | x |
| x |
Play Prompt 3 | x |
| x |
Play Waiting Position 3 | x |
| x |
Play Waiting Time 3 | x |
| x |
Music on Hold Segment 3 | x |
| x |
Play Prompt 4 | x |
| x |
Play Waiting Position 4 | x |
| x |
Play Waiting Time 4 | x |
| x |
Music on Hold Segment 4 | x |
| x |
Play Prompt 5 | x |
| x |
Play Waiting Position 5 | x |
| x |
Play Waiting Time 5 | x |
| x |
Music on Hold Segment 5 | x |
| x |
Loop Starts With | x |
| x |
Distribution |
Distribution Algorithm |
| x | x |
Extended group search enabled |
| x | x |
Agent Parameters |
Maximum Agent Ring Time (s) |
| x | x |
Redial Interval on Agent Busy (s) |
| x | x |
Redial Interval on Agent No Answer (s) |
| x | x |
Redial Interval on Agent Rejected (s) |
| x | x |
Maximum Missed Calls - Busy |
| x | x |
Maximum Missed Calls - No Answer |
| x | x |
Maximum Missed Calls - Rejected |
| x | x |
Maximum Missed Calls - All |
| x | x |
Request Supervisor |
| x | x |
Whisper Group Name | x |
| x |
Group Name Prompt | x |
| x |
Whisper Group Number | x |
| x |
Whisper Caller ID | x |
| x |
Always play status prompts | x |
| x |
Back to Agent | x |
| x |
Call Forwarding | x |
| x |
Maximum Ring Time (s) | x |
| x |
Call Priority for Transferred Calls | x |
| x |
Transfer Type (Internal) | x |
| x |
Prompt with no available destination | x |
| x |
Hint and audible tone with no available destination | x |
| x |
Continue transfer if caller hangs up | x |
| x |
Maximum Ring Time (s) | x |
| x |
Whisper for Guided Transfer | x |
| x |
Transfer Type (External) | x |
| x |
Prompt with no available destination | x |
| x |
Hint and audible tone with no available destination | x |
| x |
Continue transfer if caller hangs up | x |
| x |
Offline Parameters |
Resend Unseen Media Events After | x | x | x |
Post Call Interval Inbound | x |
| x |
Post Call Interval Outbound | x |
| x |
Post Call Interval Media Events | x |
| x |
Additional Post Call Interval Web | x |
| x |
Maximum Post Call Interval Web | x |
| x |
Additional Post Call Interval Phone | x |
| x |
Maximum Post Call Interval Phone | x |
| x |
Redistribute Seen Voice Mails After Agent Logout |
| x | x |
Redistribute Seen Faxes After Agent Logout |
| x | x |
Redistribute Seen SMS After Agent Logout |
| x | x |
Redistribute Seen Call Backs After Agent Logout |
| x | x |
Redistribute Seen E-Mails After Agent Logout |
| x | x |
Redistribute Seen Tickets After Agent Logout |
| x | x |
Maximum One Transaction Code per Call | x |
| x |
Mandatory Transaction Code | x |
| x |
Automatic TC at the end of the Post Call | x |
| x |
TC Display Options | x |
| x |
Match Dialler Contacts on Incoming Calls (overrides Contacts) : | x |
| x |
Result Code on Inbound Dialler Contact Match (no TAC) | x |
| x |
Holidaylist | x |
| x |
Opening Times | x |
| x |
Daily Autologout Active |
| x | x |
Execution Time |
| x | x |
Work Break Slot Indicator % |
| x | x |
Minimum Agent Logout Check Active |
| x | x |
Minimum Agent Logout Check Count |
| x | x |
Email to Supervisor on Long Calls |
| x | x |
Minimum Agent Count (Email to Supervisor) |
| x | x |
Email Supervisor when Service Level Falls Below (%) |
| x | x |
Email an Supervisor on No calls Within |
| x | x |
Confirm automatically created callback requests by SMS | x |
| x |
Confirm caller created callback requests by SMS | x |
| x |
Confirm agent created callback requests by SMS | x |
| x |
Duplicate callback event prevention | x |
| x |
Minimum Free Time |
| x | x |
Minimum Time between Events |
| x | x |
Open Callbacks |
| x | x |
Service Level (s) |
| x | x |
Long Calls (m) |
| x | x |
Minimum Logged In Agents for Display in Supervisor |
| x | x |
Display in Aggregation Group when less than Minimum |
| x | x |
Agents |
| x | x |
Skill Adjustment |
| x | x |
Rules | x |
| x |
Synonyms | x |
| x |
External Destinations | x |
| x |
Transaction Codes | x |
| x |
Confluence |
| x | x |