Editing Configuration (Account Settings)

How do I configure basic Vonage Contact Center settings?

Within the Configuration area of the Vonage Contact Center (VCC) Admin Portal you can perform the following tasks:

  • Set PIN numbers for the telephone numbers associated with your account.
    You need a PIN number to change your interaction plan remotely. For information about changing your interaction plan, see Changing the active interaction plan remotely.

  • Configure various outbound call settings
  • Set an account's location and the default display format for telephone numbers
  • Set an account's API key
  • Generate an account's API authentication token
  • Configure integration with Skype for Business
  • Specify emergency numbers

You can also access the Passwords, Short Codes, Single Sign-On, Licences, Agent States, Emergency Numbers configuration, and Post Call Quality Rating areas. For more information about these areas, see Configuring password policyConfiguring short codesConfiguring single sign-onConfiguring licensesConfiguring agent statesConfiguring emergency numbers, and Configuring post call quality rating.

The full list of options is described in detail in this section.

To edit Configuration, perform the following tasks:

  1. Log in to the VCC Admin Portal and go to Configuration (within Account Settings). Configuration appears.

  2. Click the Home tab and provide the following information:

    SectionFieldDescription
    Interaction plan PIN

    A PIN is required to change the interaction plan remotely. Most likely used in a disaster situation.


    Interaction planThe interaction plan for which you want to change the PIN. The list contains the numbers available in your account.

    PIN

    The PIN you must provide when required.

    You need a PIN number to change your interaction plan remotely. For information about changing your interaction plan, see Changing the active interaction plan remotely.

    Transfer settings

    Transfer string 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 time (seconds)

    The time in seconds that an agent spends in Wrap Up (Auto) after transferring a call. Transfer wrap time (seconds) is an account-level setting.

    The default value is 5.

    Outbound settings



    Outbound time-out (seconds, maximum 180)

    When an agent makes an outbound call, VCC tries to connect the agent to the target agent, short code, queue, and interaction plan for the number of seconds you specify in Outbound time-out. The default is 15 seconds.


    Outbound wrap 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 time. The default is 180 seconds. The agent can use this time to make notes about the previous call, for example.

    Post 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 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.

      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



    No answer 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 time-out. 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 capacities



    Live 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.


    Semi-live interactions (such as chats)[1-100]

    The capacity of a semi-live interaction, such as an email.

    Default value is 33.


    Non-live interactions (such as cases)[1-100]

    The capacity of a non-live interaction, such as a web chat.

    Default value is 25.

    Optimum load



    Optimum load

    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.


    Maximum 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 contactsFor information about configuring callback numbers, see Configuring IT contacts for your account.
    Account location



    LocationThe location of the call center.

    Number display 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.

    National Number Display Format
    National format

    For example 01234567890

    Phone numbers in national format only work in the local country.

    International format

    For example +441234567890

    Phone numbers include:

    • a + sign to indicate that the number is international
    • a country code, such as 44
    • a region code, such as 1234
    • an extension number, such as 567890

    Phone numbers in international format work internationally.


    Region

    The 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.

    You cannot edit the value of Region.

    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 token to generate a new token.

    If you generate a new token, any previous tokens will no longer work. You must update old tokens to the new token value.
    Feature permissions

    VariousIf 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 numbers (bulk)/(single)For information about configuring callback numbers, see Configuring names for callback numbers.
    Skype For BusinessFor information about configuring integration with Skype for Business, see Configuring integration with Skype for Business.

    To save your changes, you must click Update in that section to save your changes.

From the Configuration page, you can use the tabs at the top of the page to access the Passwords, Single Sign-On, Licences, Short Codes, Agent States and Emergency Numbers configuration areas. For more information about these areas, see Configuring password policy, Configuring single sign-onConfiguring licensesConfiguring short codesConfiguring agent states and Configuring emergency numbers


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