Here, you can see the master data for the current client, and change some parameters. Choose in the main menu, to view the data. Use the tabs to switch between different parameter sets. Master Data This data is read only. Options This page includes various options you can set for the client account. Some parameters can be changed: Number for status-based routing Number for status-based routing | If the status-based routing (see Agent Status) is used, the number to which the call is forwarded can be set with Editing Users. If no number is registered here, the number in the client settings is used. The status-based routing requires the operation of a PXB connector. |
Work Break Indicator % | The settings of the Client Work Break Indicator. The number of available pause slots N is calculated in proportion to the number of logged in agents. If, for example, 10 agents are logged in and 50% is set as a value, the Client Work Break Indicator shows the following: - < 5 agents in pause: Green
- 5 agents in pause: Yellow:
- > 5 agents in pause: Red:
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Delay of the first call termination
| If the agent changes to a status with telephony, the first call will only be delivered after the expiration of the delay time. This setting is useful for high frequency contact centers in which the agent should have a few seconds time at his disposal before the phone rings. By using the status-based routing this feature might be useful, since some PXB systems don’t immidiately switch off the call transfer, but only after a short delay. | Web service URL for the call answering function in Agent Home | Here the URL of the web service for the answering function in Agent Home via web portal is entered. | Monitor-URL | This parameter is used to specify the URL of a hotbutton monitor, if you use the hotbutton feature. |
Outdial Caller Number | This parameter determines how the calling party number is signalled when the client data settings are used for outdials. This number can be overwritten in the network IVR for example (assuming the rights assigned to your account allow this). | SMS Caller Number
| This parameter determines the calling party number signalled when SMS are sent. This number can be overwritten in the corresponding module in the network IVR (assuming the rights assigned to your account allow this). | LDAP server
| If you indicate an equivalent configured LDAP server here, all users with a LDAP account can be authenticate by the server when they login to the portal or use the SOAP interface. The requirement is that a LDAP user name is also registered at the user. Exemplary input: ldap://servername:389 | Default Language | The default language which is used, for example for emails which are generated in the account, and voice prompts. | Download File Name Template | This defines a download file name used when call specific recordings are downloaded from the web application. Note: the following special characters are removed from the filen ame: <>:"/\|?*, The following variables can be used: Variable | Meaning / Replacement |
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$AcdGroupsName | Name of the ACD Group (empty, if no ACD group was involved with the recording). | $AcdGroupsID | IDof the ACD Group (empty, if no ACD group was involved with the recording). | $AcdGroupsNumber | Number of the ACD Group (empty, if no ACD group was involved with the recording). | $AgentNumber | Number of the Agent (empty, if no agent was involved with the recording). | $AgentTel | Telephone number of the Agent (empty, if no agent was involved with the recording). | $Caller | Caller Number. | $ID | ID of the record in the jtel system. | $Date | Date of the recording in the format yyyyMMdd | $Time | Time of the recording in the format hhmmss | $ServiceNumber | Service Number - Field RootNumber. | $ServiceNumberName | Service Number - Field ServiceNumber. | $ServiceNumberName2 | Service Number - Field Name. | $Subject | Subject of the recording. | $StatisticsPartAID | ID aus der StatisticsPartA. | $UserData | The UserData field from StatisticsPartA. | $UsersID | ID of the user (empty, if no user was involved with the recording). | $UsersName | ID of the user (empty, if no user was involved with the recording). | $UsersUID | UID of the user (empty, if no user was involved with the recording). |
| Agent Home | Set a refresh interval for the data refresh in the agent home screens. | Supervisor | Set a refresh interval for the data refresh in the supervisor screens. | Import Directory Contacts | The system can automatically import CSV files containing Contact Data, using the configured directory name. The format of the import file is described under Contacts. This directory references the share drive, in the following format: //acd-store/shared/Data/clients/<ClientsID>/<DirectoryName>, for example: //acd-store/shared/Data/clients/1/contactImportDir Note: only the sub-directory name is configured. If a CSV file is copied to this directory, in the subdirectory "In", it is imported and then moved to the directory "Done". |
Routing Here you can setup black and white lists for the filtering of calls. Blacklist | A list of contacts, who are not allowed to call services of the client. | Whitelist
| A list of contacts, who are allowed to call services of the client. Note, that this option excludes all other callers! Only contacts belonging to the white list are allowed to call services of the account. |
Email Here you setup how emails are sent from the account. Email Sender | The sender used when emails are sent | Email Signature | This signature is attached to all emails sent by the system. | Minimum Email Size (in KB)
| Select a minimum size in KB which email attachments must have. When audio files are sent, the minimum size is achieved by adding noise to the end of the file. |
Maximum Email Size (in MB) | Select a maximum size in MB which email attachments can have. This maximum size only applies to ZIP files. A single file will even be sent if it exceeds this limit. ZIP files, containing only one file, will also be sent no matter what limit is set. | Email-Server
| Email-Server This setting is only necessary, if another server other than the system default email server is to be used for delivery. For example smtp.mydomain.com | Email User | The user name for authorisation using SMTP AUTH | Email Password | The password for authorisation using SMTP AUTH | Change Email Password | Enter a new password. | Confirm Change Email Password | Repeat the new password. |
FTP Export Here you setup how the system interacts by FTP when exporting voice and call recordings. FTP Server | The FTP server to use. Status |
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colour | Green |
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title | FROM RELEASE 3.23 |
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From release 3.23, you can specify the following in front of the server name: ftp:// → will use a normal FTP server, however optionally if detected a switch to ftps will be made. ftps:// → will use the FTPS protocol. sftp:// → will use the SFTP protocol. file:// → will copy the file on the file system (note, this is not useful on cloud installations). | FTP User | The user name for the FTP account | FTP Password | Click here to set the FTP password. | FTP Start Directory | An optional start directory from which all FTP requests start relative to the root directory on the FTP account. This directory is selected immediately after login. | FTP Conference Recordings Directory | The directory into which conference recording files should be uploaded. | FTP Call Recording Directory | The directory into which call recording files should be uploaded. |
FTP Call Recording File Name
| Here you can setup a file name, which is used when call recording files are uploaded to the FTP server. Example: MyCenter_ACD_$date_$time_$caller_$cparty_$agent_tel_$agent_number_$agent_name_$group_number_$group_name_
$caller.wav
Status |
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colour | Green |
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title | FROM RELEASE 3.23 |
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From release 3.23, it is possible to specify a / in the filename to create additional directories using variables. Also, from release 3.23 it is possible to use the following additional variable: $servicenumber_billingnumber which contains the billing number from the service number. |
FTP Import Here you setup how the system interacts by FTP, when importing data to the system. FTP Server | FTP Server | FTP User | The user name for the FTP account | FTP Password | Click here to set the FTP password. | FTP Start Directory | An optional start directory from which all FTP requests start relative to the root directory on the FTP account. This directory is selected immediately after login. |
Traffic Management Policy Offline Billing Policy | This defines rules for the maximum use of service numbers in this client account. |
Call Recording Here prompts which are played by the system before and after call recording is started or stopped can be setup (assuming your user account has rights to access this function). Depending on the country and the system being used, the possibility of changing entries here may be restricted. The following prompts are available: All Variants, Announcement before queue before start | This prompt is placed before the call enters the ACD queue, if the particular type of call recording is activated. | Announcement on start | This prompt is played, before recording is started. | Announcement on stop | This prompt is played, after recording is stopped. |
Prompt Management On this tab basic settings for prompt management are made: Standard Language
| Here you specify which language should be used for agents announcements when the required language is not available in the system. | Whisper Announcements via the Service Number Setting | When this option is selected, the language of whisper announcements to agents is determined by the language of the service number, and not the selected language of the agents. | System Announcements via the Service Number Setting | When this option is selected, the language of system announcements to agents is determined by the language setting of the service number and not the configured language of the agents. |
SalesForce This tab control the way SalesForce is integrated with the jtel ACD. These settings must be setup and correct, if the integration is to function correctly. Please see See SalesForce Client Master Data. SAP This tab control the way SAP is integrated with the jtel ACD. These settings must be setup and correct, if the integration is to function correctly. Please see See SAP Client Master Data Confluence This tab control the way jtel E-Mail client can be coupled with an Atlassian Confluence instance. Please see See Confluence Client Master Data. REST This tab contains authentication information about the jtel REST API / TTS REST v1 API: If you are using jtel REST API, here is where you create the bearer tokens for authentication. You can as well delete an existing one. TTS: If the Client is using TTS, the TTS Secret generated while subscribing the Client to TTS Service is stored here.
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