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Here, you can see the master data for the current client, and change some parameters. Choose User Data - Client Master Data 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
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. | A list of contacts, who are allowed to call services of the client. Note, | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Email Sender | The sender used when emails are sent | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Email Signature | This signature is attached to all emails sent by the system. | Select a minimum size in KB which email attachments must have. | Select a maximum size in MB which email attachments can have. | Email-ServerEmail-Server This setting is only necessary, if another server | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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 Server | The FTP server to use.
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 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
FTP Conference Recordings Directory | The directory into which conference recording files should be | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
FTP Call Recording Directory | The directory into which call recording files should be uploaded. |
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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. | |||||||||||||||||||||||||
Display Name | The Display Name of a Foreign System can be defined here | |||||||||||||||||||||||||
URL 1 Display Name | The Display Name of the first Foreign System URL can be defined here | |||||||||||||||||||||||||
URL 1 | The first Foreign system URL is defined here | |||||||||||||||||||||||||
URL 2 Display Name | The Display Name of the second Foreign System URL can be defined here | |||||||||||||||||||||||||
URL 2 | The second Foreign system URL is defined here | |||||||||||||||||||||||||
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. |
| A list of contacts, who are allowed to call services of the client. Note, |
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. |
| Select a minimum size in KB which email attachments must have. |
Maximum Email Size (in MB) | Select a maximum size in MB which email attachments can have. |
| Email-Server This setting is only necessary, if another server |
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.
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 | ||||||
FTP Conference Recordings Directory | The directory into which conference recording files should be | ||||||
FTP Call Recording Directory | The directory into which call recording files should be uploaded. | ||||||
| Here you can setup a file name, which is used when call recording Example: MyCenter_ACD_$date_$time_$caller_$cparty_$agent_tel_$agent_number_$agent_name_$group_number_$group_name_ $caller.wav
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 |
Call Recording
Here prompts which are played by the system before and after call recording is started or stopped can be configured (assuming your user account has rights to access this function, and the function is configured). Depending on the country and the system being used, the possibility of changing entries here may be restricted. The following prompts are available:
Permanent / can not be switched off | Announcement before queue before start | This prompt is played before the call enters the ACD queue. |
Permanent / can be switched off (opt out) | Announcement before queue before start | This prompt is played before the call enters the ACD |
Announcement on stop | This prompt is played, after recording is stopped. | |
Manual / can be switched on- off | Announcement on start | This prompt is played, before recording is started. |
Announcement on stop | This prompt is played, after recording is stopped. | |
Every x calls to agent / can be switched off (opt out) | Announcement on start | This prompt is played, before recording is started. |
Announcement on stop | This prompt is played, after recording is stopped. | |
Caler Opt-In by DTMF | Announcement Menu for Opt-In before Queue | This prompt is played during the caller Opt-In |
Announcement Recording On | This prompt is played, if recording is activated by caller Opt-In. | |
Announcement Recording Off | This prompt is played, if recording is deactivated by caller Opt-In. | |
Call Monitoring | Announcement on start | This prompt is played, when call monitoring is started by a supervisor. |
Prompt Management
On this tab basic settings for prompt management are made:
| Here you specify which language should be used for agents |
Whisper Announcements via the | When this option is selected, the language of whisper |
System Announcements via the | When this option is selected, the language of system |
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.
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.
Confluence
This tab control the way jtel E-Mail client can be coupled with an Atlassian Confluence instance.
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.
Teams PBX Rules
This tab controls Teams PBX rules: The overall PBX user availability can depend or not from the Teams availability. Here you can:
Activate / Deactivate Teams PBX rules.
Regard as Busy when in Teams Activity: Comma separated Teams activities in which PBX Users availability will be busy. Example: DoNotDisturb,InACall. In that case, if the PBX user Teams activity is DoNotDisturb or InACall, the overall PBX user availability will be busy.
Regard as Available when in Teams Activity: Comma separated Teams activities in which PBX Users availability will be available. Example: Available. In that case, if the PBX user Teams activity isAvailable, the overall PBX user availability will be available.
P.S. Possible Teams activities are: Available, Away, BeRightBack, Blocked, Busy, DoNotDisturb, InACall, InAConferenceCall, Inactive, InAMeeting, Offline, OffWork, OutOfOffice, PresenceUnknown, Presenting, UrgentInterruptionsOnly
FTP Call Recording File NameHere you can setup a file name, which is used when call recording
files are uploaded to the FTP server.
Status | ||||
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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 LanguageHere 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
announcements to agents is determined by the language
setting of the service number and not the configured language of the agents
.
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Hier können Sie die Stammdaten des aktuellen Mandanten ansehen und teilweise ändern. Wählen Sie Benutzerdaten — Stammdaten Mandant im Hauptmenü. Über die Reiter gelangen Sie zu den Eingabemasken. Stammdaten Hier können Sie nichts ändern. Optionen Verschiedene Optionen für Mandanten. Einige Einstellungen können Sie ändern:
Routing Hier können Sie Black- und Whitelisten für die Filterung von Anrufen einstellen.
Hier treffen Sie Einstellungen für den Versand von E-Mails.
FTP Export Hier treffen Sie Einstellungen für den Umgang mit einem-FTP für den Export von Aufzeichnungen und Mitschnitten.
FTP Import Hier treffen Sie Einstellungen für den Umgang mit FTP-Server für den Import.
Trafficverwaltungsrichtlinie
Aufzeichnungen Hier werden Ansagen vor und nach Gesprächsaufzeichnungen ausgewählt, sofern diese Funktion für den Benutzer freigeschaltet ist. Je nach Land und System kann diese Möglichkeit eingeschränkt sein. Verschiedene Ansagen stehen zur Verfügung:
Ansagemanagement Hier werden einige grundsätzliche Einstellungen für das Ansagemanagement getroffen:
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