Configuration
The Configuration menu gives you access to the settings of your contact centre. You can configure all parts of the system including Agents, Teams, Queues and your data. The Configuration menu can only be accessed by administrators, clicking on the 'gear' icon in the middle of the Navigation bar.
General
- Add a Time of Day (TOD) Policy Rule
- Agents, Teams and Queues
- Allocate Direct Dial-In (DDI) numbers
- Change log
- Download Call recording in bulk
- Text to speech
Manage Agents
- Edit an Agent's username and password
- Delete an Agent
- Assign Agents to Queues
- Add an Agent
- Edit an Agent
- Edit user settings for the Switchboard
Manage Queues
- EasyCallBack
- Auto-Disposition
- Stop Call Recording on Transfers
- Configure Idle Timer
- Set up Advanced Preview Dialling Mode
- Manage Queues
Manage Teams
Billing
CRM Accounts
Interactive Voice Response (IVR) creator
Outcomes and Tags
Phone Book
Plug-ins
Private Branch Exchange (PBX)
- Private Branch Exchange (PBX) overview
- Search and filter PBX accounts
- Add a PBX phone
- Edit a PBX phone
- Configure PBX voicemail
- Export your PBX configuration
System setup
- Idle Notifications
- Selecting a Language
- Selecting a Timezone
- Configure Force Agent Available
- Configure system options
- Configure agent features