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Log in to the VCC Admin Portal and go to Configuration (within Account Settings). Configuration appears.
Click the Home tab and provide the following information:
Section Field Description Change PIN Number The numberInteraction plan PIN A PIN is required to change the interaction plan remotely. Most likely used in a disaster situation.
Interaction plan The interaction plan for which you want to change the PIN. The list contains the numbers available in your account. PIN The PIN number you must provide when required.
Insert excerpt _ExcerptPINnumber _ExcerptPINnumber nopanel true Transfer Settingssettings Transfer String Limit Lengthstring limit length The length of an applet transfer string and the maximum length of a short code. The default length is 4.
For information about applet transfer strings, see Configuring applet transfer strings.
For information about short codes, see Configuring short codes.
Transfer Wrap Up Timewrap time (seconds) The time in seconds that an agent spends in Wrap Up (Auto) after transferring a call. Transfer Wrap Up Time is wrap time (seconds) is an account-level setting.
The default value is 5.
Outbound Settings settings Outbound time-out (seconds, maximum 180) When an agent makes an outbound call, VCC tries VCC tries to connect the agent to the target agenttarget agent, short code, queue, and interaction plan for plan for the number of seconds you specify in No Answer Time-Out Outbound time-out. The default is 15 seconds.
Outbound Wrap-Up Timewrap time (seconds) When an agent completes a call, they go into the Wrap Up (Auto) state after making an outbound call for the number of seconds you specify in Outbound Wrap-Up Timewrap time. The default is 180 seconds. The agent can use this time to make notes about the previous call, for example. Agent Post Call StatePost wrap state/Post call state After the agent leaves the Wrap Up (Auto) state at the end of a completed call, the agent goes into the state that you specify in Agent Post Call State Post wrap state/Post call state.
Available options are:
- Ready
- Ready (Offline)
Leave Unchanged. The agent goes back into their pre-call state when they complete their outbound call.
Note title Salesforce only This option works only with calls made using Click to dial or Connect in Salesforce. If an agent makes an outbound call using the Make Call button in ContactPad, they go into Ready (Offline) state when they complete the call.
The default is Ready. For information about agent states, see Configuring agent states.
Consult Settings settings No Answer Time-Outanswer time-out (seconds, maximum 180) When an agent clicks to consult with a third-party during a call, VCC attempts to connect the call to the specified agent or telephone number. VCC attempts to connect the call for the number of seconds you specify in No Answer Timeanswer time-Outout. The default is 45 seconds. After this time the consult times out and an error message appears in ContactPad. Allowed values are in inclusive range from 5 seconds to 180 seconds. Interaction Capacity Settingscapacities Live (e.g. Phone)interactions (such as calls)[51-100] The capacity of a live interaction, such as a phone call.
Default value is 100.
The minimum capacity of live interactions is 51. This minimum ensures that an agent can never work on more than one live interaction at the same time. The agent can, however, work on semi- or non-live interactions while working on a live interaction. The number and type of other interactions depends on the other interaction types' capacity settings.
NonSemi-Live (e.g. Case)live interactions (such as chats)[1-100] The capacity of a nonsemi-live interaction, such as an email.
Default value is 2533.
SemiNon-Live (e.g. Chat)live interactions (such as cases)[1-100] The capacity of a seminon-live interaction, such as a web chat.
Default value is 3325.
Optimum Load Settings load Optimum Loadload The ideal capacity that an agent's assigned interactions should consume. VCC preferentially routes interactions to agents whose assigned interactions consume closest to but less than their optimum load.
Default value is 65.
Max Idle TimeMaximum idle time Maximum time that agents able to handle interactions can be idle. An idle agent is one that is available but not working on any interactions. If any potential agents have been idle for longer than the configured time, VCC temporarily disables optimum load and routes the interactions accordingly.
Default value is 30 minutes.
IT Contactscontacts For information about configuring callback numbers, see Configuring IT contacts for your account. Account Location Settings location Account Location The location of the call center. National Number Display Formatdisplay format The format in which VCC displays phone numbers, for example, in ContactPad. The setting also affects the display of callback numbers for calls routed by the Call Connect Router applet. Numbers in Salesforce when using VCC in Salesforce also use this setting. For information on where this format is used in VCC in Salesforce, see Telephone number formats in Vonage Contact Center in Salesforce.
Insert excerpt _ExcerptPhoneNumberFormat _ExcerptPhoneNumberFormat nopanel true HostRegion HostThe host, or cloud, that your VCC account is in. Some features require you to know the cloud your account is in and not just the region.
Note You cannot edit the value of Region. API Authentication Token Account Your location API authentication token Key You will need your account key to use the various VCC APIs. For information on APIs, see Vonage Contact Center APIs. You will also need to provide an API authentication token. If you do not have a record of this token, you must click Generate new API authentication token to generate a new token.
Note If you generate a new token, any previous tokens will no longer work. You must update old tokens to the new token value. Account Feature Controlpermissions Various If account feature control is enabled for your account, the features that you can control appear as check boxes. Select the check box or check boxes of the features you want to enable for your account. For more information, see Controlling features for your account. Callback Number Settingsnumbers (bulk)/(single) For information about configuring callback numbers, see Configuring names for callback numbers. Skype For Business For information about configuring integration with Skype for Business, see Configuring integration with Skype for Business. Info To save your changes, you must click Update in that section to save your changes.
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