| Agent | Sysadmin & Reseller | The fields visibility depends on the Interface user role. |
Options |
Play sound when chat messages are received | yes | yes | Play sound when chat messages are received by the current agent. |
Language for Announcements | yes | yes | Adjustement of Language for Announcements to the agent. |
Language for Texts and E-Mails | yes | yes | 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 Client | yes |
| Position of the form in Full Web Client. |
Activate in Mini Client | yes |
| Activate the feature in Mini Client. |
Position in Mini Client | yes |
| Position of the form in Mini Client . |
Show |
Pager Rows | yes | yes | Amount of Pager Rows in the menu Agent and Supervisor |
Supervisor Service Level (s) | yes | yes | Default for Supervisor Service Level parameter. |
Supervisor Short Hangups (s) | yes | yes | Default for Supervisor Short Hangups parameter. |
Supervisor Service Quota (%) | yes | yes | Default for Supervisor Service Quota parameter. |
Supervisor Start Time (hh:mm)
| yes | yes | 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) | yes | yes | Default for Supervisor Graph Interval parameter. |
Supervisor Zoom | yes | yes | Supervisor Zoom parameter. |
Number of Wallboard Columns | yes | yes | 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
Info |
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| - 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 - Calls to external destinations will never be signaled with the agents internal phone number by jtel.
- 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 Lenth' 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 Number | yes |
| 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 Number | yes |
| 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 Number | yes |
| 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 |
Password | yes | yes | Change the password of the user. |
PIN | yes |
| Change the PIN of the user. |