Within the System Settings area of the Vonage Contact Center (VCC) Admin Portal you can perform the following tasks:
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 policy, Configuring short codes, Configuring single sign-on, Configuring licenses, Configuring agent states, Configuring emergency numbers, and Configuring post call quality rating.
The full list of options is described in detail in this section.
To edit System Settings, perform the following tasks:
From the VCC Admin Portal homepage, move your mouse pointer over the menu icons on the left of the page.
In the menu that appears, click System Settings. System Settings appears.
Click the Home tab and provide the following information:
|Number||The number for which you want to change the PIN. The list contains the numbers available in your account.|
The PIN number you must provide when required.
The following features require you to use a PIN number:
|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 Up Time|
The time in seconds that an agent spends in Wrap Up (Auto) after transferring a call. Transfer Wrap Up Time is an account-level setting.
The default value is 5.
|No Answer Time-Out|
When an agent makes an outbound call, VCC tries to connect the agent for the number of seconds you specify in No Answer Time-Out. The default is 15 seconds.
|Outbound Wrap-Up Time||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 Time. The default is 180 seconds. The agent can use this time to make notes about the previous call, for example.|
|Agent 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.
Available options are:
The default is Ready. For information about agent states, see Configuring agent states.
|No Answer Time-Out||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 Capacity Settings|
|Live (e.g. Phone)|
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.
|Non-Live (e.g. Case)|
The capacity of a non-live interaction, such as an email.
Default value is 25.
|Semi-Live (e.g. Chat)|
The capacity of a semi-live interaction, such as a web chat.
Default value is 33.
|Optimum Load Settings|
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 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.
|Account Location Settings|
|Account Location||The location of the call center.|
|National Number Display Format|
The format in which VCC displays phone numbers in ContactPad. For information on where this format is used in VCC in Salesforce, see Telephone number formats in Vonage Contact Center in Salesforce.
For example 01234567890
Phone numbers in national format only work in the local country.
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.
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 Host.
|API Authentication Token|
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.
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 Control|
|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 Settings||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.|
To save your changes, you must click Update in that section to save your changes.
From the System Settings 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-on, Configuring licenses, Configuring short codes, Configuring agent states and Configuring emergency numbers.