Contact center settings

A key factor in a well-configured contact center is how well the global contact centers are configured. This very important task ensures that your customers are routed to the correct agents and that the agents have the correct tools available to them as they handle customer interactions.

Tip

On the various screens, you select the check boxes next to the options that you want to enable. Each check box has three states:

• The option is inactive. To activate the option, click the check box once. The option is then set to the default setting as specified in the description in the tool tip.
  • A check mark indicates that the option is enabled. You can click once to disable the option.
  • No check mark indicates that the option is disabled. You can click once to enable the option.

After you configure your contact center settings, you can easily manage user accounts, because all the correct options will be available to you.

The settings can be configured in any order, however, some settings rely on other settings. Therefore, consider configuring your contact center in the following order:

Desktop Settings

Create desktop objects to customize the Agent Desktop for your agents. Objects include items that are specific to your business needs, such as disposition codes, Caller IDs, global favorites, and more. For more information, see Agent Desktop settings.

Skills

Create a list of skills that you can assign to Agent Groups. For more information, see Skills.

Agent groups

After you create a set of Skills, you can create Agents Groups. Agent groups are logical groupings of agent accounts, grouped by skill sets. See Agent Groups.

Desktop Options

Agent Setup includes a list of configuration options that you can customize for your contact center. Use these settings to enable, disable, or configure values for the various interaction channels and Agent Setup features that are available for your agents to use. For more information, see Desktop Options.

CRM Adapter settings

Configure options for the Gplus Adapter. For more information, see CRM Adapter settings.

Transactions

Sometimes it might be necessary override the desktop settings defined in Desktop Settings. Overrides allow you to manage business attributes that are applied at a transactional level, such as a call or a chat. To create business attribute overrides, see Transactions.

Templates

Templates allow you to create a set of configuration options that you can apply to agent accounts when you add an agent. The following diagram shows the relationship between the templates and the sequence in which the templates must be created:

To access the Manage Templates page, click Contact Center Settings, and then click Templates.

To add a template, select a template type, and then click Add. For each template that you create, ensure that you give the template a unique name.

Click the following links to learn how to configure each template type:

[+] Click to show DN template

DN template

DN Templates specify switch and folder where the DN needs to be created.

[+] Click to show Login template

Login template

Agent Login Templates specify switch, folder, and annex options.

In the Agent Login Name field, you can use a variable to specify the contents of the field, for example, {{person.userName}}.

[+] Click to show Place template

Place template

Place Templates must contain one or more DN Templates.

If your contact center has requirement to specify unique place names for different business groups or regions, type a place name variable. For example, the place name might be the same as the agent's phone number or as the agent user name. Place names can contain the following variables:

• {{person.userName}}
• {{person.emailAddress}}
• {{phone.number}}
• {{phone.description}}
• {{phone.index}}

You can also combine variables. For example: {{person.userName}}-{{phone.index}} creates JohnAppleseed-1 and JohnAppleseed-2 if JohnAppleseed has two phone numbers.

[+] Click to show Person template

Person Templates define properties such as Channels, Skills, Access Groups, Annex options, folder, and Supervisor role for newly created agents. You also need to select a place template and one or more login template. Then you can select the channels, skills, annex, and access groups that you want to apply to this template. Before you save the Person template, select the folder where the user is created.