Editing System Settings

How do I configure basic Vonage Contact Center settings?

Within the System Settings 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.
    The following features require you to use a PIN number:

  • 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 System Settings, perform the following tasks:

  1. 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.

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

    SectionFieldDescription
    Change PIN

    Change PIN


    NumberThe number 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.

    The following features require you to use a PIN number:

    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 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.

    Outbound Settings

    Outbound Settings


    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 TimeWhen 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:

    • 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-OutWhen 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


    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.


    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 Settings


    Account LocationThe 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.

    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.


    Host

    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

    API Authentication Token


    Account 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.

    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

    Account Feature Control


    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 Number SettingsFor 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 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-onConfiguring licensesConfiguring short codesConfiguring agent states and Configuring emergency numbers