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
Number for status-based routing | If the status-based routing (see Agent Status) is used, the number to | ||||||||||||||||||||||||||||||||||||||
Work Break Indicator % | The settings of the Client Work Break Indicator. The number of available
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| If the agent changes to a status with telephony, the first call will only be | ||||||||||||||||||||||||||||||||||||||
Web service URL for the call | Here the URL of the web service for the answering function in Agent Home via | ||||||||||||||||||||||||||||||||||||||
Monitor-URL | This parameter is used to specify the URL of a hotbutton monitor, if you use the | ||||||||||||||||||||||||||||||||||||||
Outdial Caller Number | This parameter determines how the calling party number is signalled when the | ||||||||||||||||||||||||||||||||||||||
| This parameter determines the calling party number signalled when SMS are sent. | ||||||||||||||||||||||||||||||||||||||
| If you indicate an equivalent configured LDAP server here, all users with a LDAP | ||||||||||||||||||||||||||||||||||||||
Default Language | The default language which is used, for example for emails which are generated | ||||||||||||||||||||||||||||||||||||||
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:
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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. | ||||||||||||||||||||||||||||||||||||||
Import Directory Contacts | The system can automatically import CSV files containing Contact Data, using the configured directory name. 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 | 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 |
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 |
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 |
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 | This prompt is placed before the call enters the ACD |
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:
| 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 |