Client Master Data

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

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:

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
$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. 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. FROM RELEASE 3.23 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 FROM RELEASE 3.23 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.

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Client Master Data