Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to access the Settings icon and configure Contact Center settings.
Access
(A) Settings icon - Click to access all available administrative settings.
- (B) Contact Center Configuration - Click to access all available Contact Center settings.
Configure Contact Center - Note: This will open by default after clicking on Contact Center Configuration.
Voice
(C) Agent Inactivity Timeout - Adjust the amount of time an Agent can be inactive before they are logged out of the system.
(D) Agent Cool-down - Adjust the amount of time an Agent is in Cool-Down status before being placed back in Active status.
(E) Set inactive after cascading checkbox - Click to indicate if an Agent is automatically set to Inactive status if they miss a call and it gets cascaded to another Agent.
(F) Set inactive after call reject checkbox - Click to indicate if an Agent is automatically set to Inactive status after they reject a call.
(G) Callback Task Expiration Time - Indicate how long a call back task will remain in a queue prior to being cleared from the system.
Save
(K) Save icon - Click to apply any changes made to the Contact Center.
(L) Cancel - Click to discard any changes made to the Contact Center.
Queues
(M) New Call Queue - Click to open the New Call Queue popup window. Click here for more detailed information on how to create a new call queue.
(N) Search - As you enter to search by queue name, the list will narrow to display possible matches.
- (O) Active/Archived/All - Click to search by specific queue status. The list initially defaults to Active.
- (P) Archive checkbox - Click the specific queue you wish to archive. Click Archive (Q) to remove the queue from available options.
- (R) Edit - Click to edit the specific call queue.
(S) Title - Edit the name of the call queue. This name will appear in lists and dropdowns. The queue name can include any character but cannot be the same as a previously used queue and cannot be blank.
(T) Number of agents to ring - Indicate how many Agents the call will ring at the same time.
(U) Delay between agent calls - Indicate how long a call should be delayed in going to the next Agent in the call route if unanswered by the previous Agent.
- (V) Hold music dropdown - You can select from the client’s previously uploaded hold music files, if available. Click the Play icon (W) to listen to the music.
- (X) Notify caller of queue status checkbox - This will replace the hold music with a repeated announcement indicating what number the caller is in the queue.
- (Y) Assigned agents dropdown - Click to assign Agents to a specific queue.
- (Z) Upload hold music - There are 2 ways to upload new hold music. You may click and drag a mp3 audio file into the window or click the window to access your computer’s file system.
- (AA) Cancel - Clicking will exit you from the Edit Call Queue pop-up window and discard any changes made.
- (BB) Save - Click to save changes made to the call queue. Note: Save becomes enabled once all information has been entered.
Inactive Reasons
(CC) Edit - Click to edit the reason. Some icons cannot be deleted and will not have the edit icon next to them. Click Save to update changes or Cancel to discard changes.
(DD) Delete - Click to remove an Inactive reason from available selection. Some icons cannot be deleted and will not have the delete icon next to them.
(EE) Add New Reason - Enter the reason title you wish to appear as an available option, then click the (FF) + sign to make the reason available.
