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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

Determine Workstation Telephone NumberWhen selected, the IP address and computer name passed by the mini client are compared to the workstations table when agents log in. If a match is found, the telephone number for the agent is set according to the workstation entry.

Destination number for status based call forwarding

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.

Check redirection status before connecting ACD call



Work Break Slot 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:



First Call Delay

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.

Show Status Time at AgentShows agent status duration (hh:mm:ss) in the agent status area

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.

innovaphone PBX Integration URLThe URL with which the MyPBX innovaphone application is loaded. For example: http://innovaphone.localdomain/PBX0/MY/client.htm
Synchronise Users from PBX
Synchronise PBX Users from PBX
Phone Status Synchronisation Mode

Monitor-URL

This parameter is used to specify the URL of a hotbutton monitor, if you use the hotbutton feature.

Outdial Account Code


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).

Provider


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).

Username / Account
Password
Group / API ID / Service


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:

VariableMeaning / Replacement
$AcdGroupsNameName of the ACD Group (empty, if no ACD group was involved with the recording).
$AcdGroupsIDIDof the ACD Group (empty, if no ACD group was involved with the recording).
$AcdGroupsNumberNumber of the ACD Group (empty, if no ACD group was involved with the recording).
$AgentNumberNumber of the Agent (empty, if no agent was involved with the recording).
$AgentTelTelephone number of the Agent (empty, if no agent was involved with the recording).
$CallerCaller Number.
$IDID of the record in the jtel system.
$DateDate of the recording in the format yyyyMMdd
$TimeTime of the recording in the format hhmmss
$ServiceNumberService Number - Field RootNumber.
$ServiceNumberNameService Number - Field ServiceNumber.
$ServiceNumberName2Service Number - Field Name.
$SubjectSubject of the recording.
$StatisticsPartAIDID aus der StatisticsPartA.
$UserDataThe UserData field from StatisticsPartA.
$UsersIDID of the user (empty, if no user was involved with the recording).
$UsersNameID of the user (empty, if no user was involved with the recording).
$UsersUIDUID 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.

Display Name
URL 1 Display Name 
URL 1
URL 2 Display Name 
URL 2
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.

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.

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.

See SAP Client Master Data

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.

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