Configuration: Main Settings

The Configuration section is used to clearly define how the system will operate.

Main Settings contains Main Settings, Color Alarms and identification of specific IP Addresses that will not be automatically locked out.

Prevent Duplicated Phone Numbers in Campaigns:                      If checked, the system will exclude duplicate phone numbers within the same campaign.

Allow call transfers to an external number:                                    If checked, allows calls to be transferred to an external number.

Allow agents to mark leads as DNC:                                              If checked, allows agents to mark leads as DNC (Do Not Call).

Allow disposition DNC statuses:                                                    If checked, allows for DNC status disposition.

Hide device passwords from agents:                                             If checked, device passwords are hidden from agents.

Show right panel tab: "My Team" (For Supervisors and Agents):  If checked, the right panel tab "My Team" will be displayed for Supervisors and Agents.

Show right panel tab: "My Stats" (For Agents):                              If checked, the right panel tab will display "My Stats" for Agents.

Clear lists during dayend:                                                               If checked, lists will be cleared.

Require Account Number for Inbound & Manual calls only:   If checked, account numbers will be required for Inbound and Manual calls.

Color Alarms can be set and applied for All during Configuration, at the Team Level or the Agent Level.  These alarms an be defined/set on each status and are useful in alerting Supervisors and Workforce Management to agents who may need assistance, require additional training or coaching/development.  

System Administrators have the option to define IP addresses which will not be locked out after 5 unsuccessful tries.  Important to note:  Only 1 IP Address per row should be entered (see Red * below).

• Related Articles

• Configuration: States

  States The states tab contains a complete list of the US and includes the State short and full name.  States can be searched for by short name or full name. State Full Name may be edited from this view as well as the ability to specify NOT recording ...

• Configuration: User Types

  User Types can be managed from this tab.  There are three non-removable user types (see below) and additional user types can be defined if needed. When User Types are edited, the Admin defines "what they can see".         For an Agent, they will ...

• Configuration: Devices/Extensions

  The Devices/Extensions tab includes a list of all devices/extensions.  This is also where a new device/extension can be added.  Users can also search for devices/extensions by extension or device name. Field descriptions/definitions: Field            ...

• How do I verify Call Recording Restrictions (by State)

  In the list of states under the States submenu, each state that has recordings blocked will have a crossed out microphone icon with the word 'in' or 'out' depending on whether inbound or outbound recordings are blocked for that campaign.  Once the ...

• Configuration: Time Zones

  This tab is used to manage Time Zones.  Time Zones are used as default for all campaigns. Time Zones can be searched for by time zone or comment.  The "Calls limited to hours" defines the calling hours identified for the specific Time Zone.   Note:  ...