Client Help

• Client ID: The portal-assigned unique identifier code.
• Client Code: The portal-assigned company name identifier.
• Name: The client name, as displayed at the top of the portal.
• Created By: The name of the person who created your site.
• Last Modified By: The last person who adjusted a setting in the Client editor.

A breakdown of current call centers and their services and campaigns.

Displays all recent adjustments made using the Client editor.

The Billing tab of the Client window enables you to view the billable platform features. Features that are enabled on your portal display a green checkmark; those that are disabled display a red checkmark.

General

• Encrypted Fields: Enables you to modify the label of up to five dedicated encrypted fields for the Contact entity.

• Trusted Partners: Enables you to add trusted partners to your portal. 

  A Trusted Partner model allows two of your portal sites to share data between each other.

• Single Sign On: Enables you to log in to the portal through a 3rd party identity provider, such as Okta.

• API: Enables access to public Application Programming Interfaces (APIs). 

  The portal APIs help integrate the functionality of the platform with third-party applications, such as customer relationship management (CRM) systems and other systems that you use to manage your accounts and calling lists. You can also use the APIs to build custom applications that make use of features of the portal, such as custom agent desktops and reporting dashboards.

Channels

• Voice Channel: Enables the voice channel for communication between agents and customers.

  You can assign the voice channel to an agent through the Channels tab of the Agent Details window. 

• SMS Channel: Enables the Short Message Service (SMS) channel for communication between agents and customers. 

  You can assign the SMS channel to an agent through the Channels tab of the Agent Details window. 

• Email Channel: Enables the email channel for communication between agents and customers. 

  You can assign the email channel to an agent through the Channels tab of the Agent Details window. 

• Chat Channel: Enables the chat channel for communication between agents and customers. 

  You can assign the chat channel to an agent through the Channels tab of the Agent Details window. 

• Messaging Channel: Enables WhatsApp and Facebook Messenger channels for communication between agents and customers. 
  

  You can assign the WhatsApp and Facebook Messenger channels to an agent through the Channels tab of the Agent Details window. 

WFO

• Agent Scheduling: Enables you to create shifts for your agents and then assign shifts to your agents.
• Advanced Agent Scheduling: Enables you to use the advanced options for agent scheduling, such as the Adherence dashboard and forecast history. For information about the Adherence dashboard, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Adherence Help. For information about forecast history, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Forecast History Help.
• Work Queue: Enables you to view e-learning, agent scheduling, and arbitration tasks.
• E-Learning: Enables you to access e-learning tools within the portal and manage e-learning content.
• Agent Assist: Enable you to access Agent Assist tools that use speech-to-text processing to help your agents with necessary information and guidance during interactions.

Speech IQ

• QM: Enables you to use the Quality Monitoring tools.
• Speech Analytics: Enables you to analyze your recorded calls.

• Advanced TTS: Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases. 

  These TTS engines provide high-fidelity speech synthesis that sounds natural.

• Transcribe All Calls: Enables you to transcribe your calls.
• Sentiment Analyze All Calls: Enables you to analyze your recorded calls based on the sentiment of the customer.
• Sentiment Analysis Realtime: Enables you to analyze the sentiment of your interactions in real time.
• Call Summarization: Enables you to obtain a summary of the calls for further analysis.
• Intent Identification: Enables you to identify the intent in the interactions.

Recording

• Call Recording: Enables you to record calls between your agents and customers.
• Screen Recording: Enables you to record screens during a call between your agents and customers.

Analytics

• BI Analytics: Enables you to replace static reporting with fast graphical views of operational data. 

  The Analytics portal provides an integrated, highly scalable, and secure cloud Business Intelligence (BI) solution to create insightful and actionable intelligence that leverages your portal data.

Contact Management

• Attempt Supervisor: Enables you to access Attempt Supervisor to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user.
• Accounts: Enables you to manage accounts and use them in association with contacts and tickets.

• Designer Script: Enables you to create and manage the Agent Desktop experience by designing desktops for agents. It uses an interface that enables you to preview the Agent Desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (CRM) on the Agent Desktop and targeted scripts for guiding an agent to perform specific activities. 

  Script comes with the Designer Desktop, so you don't need a separate license.

Customer Care

• Ticketing: Enables ticketing.
• Knowledge Base: Enables the Knowledge Base portal.

UCaaS

• Emergency Services: Enables your agents to make an enhanced 911 (E911) call.
• Meetings: Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application.
• Chat: Enables agents to chat with other agents.
• PBX: Enables the portal cloud-based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution.

Limits

This section provides the view-only setting for platform limits.

• Contact Manager Record Limit: Displays the configured Contact Manager Record Limit. The options are: 
  • 1 million
  • 3 million
  • 6 million
  • 12 million
  • 20 million

Agent Licenses

The Agent Licenses section provides the table (view-only) with the following counts for Active Agent, SMS, Email, and Chat Licenses.

• Licenses: List of available licenses.
• Allotted: Number of allotted agents.
• Assigned: Number of assigned agents.
• Available: Number of available agents.
• Unique Agent MTD Login: The count of unique agent logins for the current month till date.

• Caller ID - Package ID: Allows users to select a CID package from the drop-down list. The package contains a list of toll free numbers, local caller ID numbers or a combination of both, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID. Clicking on the link next to the Caller ID - Package ID drop-down menu opens the CID Package section.
• Inbound Message: Selects the assigned inbound message. Clicking on the link next to the Inbound Message drop-down menu takes you to the Messages screen.

Inbound Phone:

Search for, view, and edit inbound phone numbers and their mappings. Search options include:

• Filter: Available options are: All, City, Inbound Number, and State.
• Search By: Available options are: Starts with, Contains, Ends with, and Regex.
  
• Number Type: Available options are: Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
• Routing URL: Allows users to select a Routing URL from the drop-down list when available.
  
• LCID Package: Allows users to select an LCID package from the drop-down list. The package contains a list of local caller ID numbers, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID.
• Status: Active or inactive.
• Emergency Service Activation Status: Allows you to search the phone numbers based on their emergency service activation status.  Select a status from the drop-down list and click the search icon.

Double-clicking on the inbound phone number row opens the Edit Phone screen, which allows you to update the associated inbound service, status, and description of the inbound phone number. The Edit Phone screen displays the following options: 

• Inbound Number: Displays the phone number listed as the inbound number.
• Description: Optional field that allows users to add notes/description.
• Direct Line for Agent: Displays the inbound phone number associated as direct line for an Agent. The associated Inbound number populates when the option is set up by the Customer Care Team or you can search and assign the Inbound number as Direct Line by using the drop-down list.
• Number Type: Displays the number type for the phone number (possible values are Agent at ready in, Agent Direct Line, Callback, Caller id, Extension, Group voice mail, Inbound, Other, and Personal voice mail).
• Number Usage: Displays the usage of a phone number. The phone number usage can be associated to the following:
  • Email: Select the Email option to assign the phone number to an email campaign.
  • Mail: Select the Mail option to assign the phone number to a mail campaign.
  • SMS: Select the SMS option to assign the phone number to an SMS campaign.
  • Voice: Select the Voice option to assign the phone number to a voice campaign.

• Inbound Service: Assigns an inbound service to the phone number. Click the link next to the Inbound Service drop-down menu to select a service.
• State: Identifies the state registered to the primary address of the contact.
• City: Identifies the city registered to the primary address of the contact.
• Status: Displays the editable field for the current status of the phone number. Possible values include Active and Inactive. 
• Activity Date: Displays the last activity date.

• Provisioned Date: Displays the date on which the phone number was assigned to the service.

• Emergency Service Activation Status: Allows you to search the phone numbers based on their emergency service activation status.  Select a status from the drop-down list and click the search icon. 
• Call Center: Allows to select the required call center.
• Created By: Displays the name of the person who added the number.
• Last Modified By: Displays the Last resource that adjusted a setting in the Phones Column grid.
• Filter: Filters the list of displayed entities by type.
• Associated Entities: The Associated Entities section shows if an Inbound number is part of a LCID package, Call-In Group, Agent Audio Path, Service Caller ID, Message template or Agent Phonebook.

To re-assign Local Caller ID packages to a different Inbound Service, click the Associate Service button. 

To disassociate a service, select the inbound phone number row and click X under the Disassociate Service column to disassociate services from a number. The record you selected is highlighted in green. Once you select Save, the associated service is removed.

Reporting on job history is available (and searchable) from here.

Standard Jobs

Jobs

Reporting jobs, their steps, and status are available from this section. You cannot edit or create new Reporting Jobs from here.

You can find the default input filter, as well as the flexible Properties section. Each property is a step in the call flow and can be a phrase or system instruction. You can look up a property by selecting the Lookup Properties button, add a property that is currently absent (so using default) by selecting the  Add Property button or remove a property by selecting the Delete Property button.

The Portal tab of the Client window enables you to configure the settings for the agent desktop and the portal.

Agent Portal Settings: 

• Agent Desktop: Default Automatic Call Distributor (ACD) screen for agents.

  This value is used only if the corresponding field in the service does not contain a value.

• Supervisor to Agent Chat: Indicates if a supervisor can initiate a chat with an agent.

• Default Agent Phonebook: Default phonebook for agents. 

  This value is used only if the corresponding field in the call center or service does not contain a value.

• Agent Call In Number Groups: Enables you to manage call-in numbers for your agents through the Agent Call In Number Groups window. 
• Use Agent Desktop Audio: Indicates if an agent can establish an audio connection by using their computer audio.
• Use Websockets: Indicates if the Agent Desktop uses the WebSockets protocol.

Portal Settings

• Large Logo: Enables you to add a large logo (200 pixels x 70 pixels) to your portal. This icon appears on the top-left corner of your portal. 
• Small Logo: Enables you to add a small logo (32 pixels x 32 pixels) to the portal.

Centralized control over security configuration options for portal users and agents.

Single Sign On (SSO)

The platform allows log in to the portal using 3rd party identity providers (IdP) (supports Okta). Using SSO administrative settings, permitted users can easily configure and manage identity provider settings.

• Enable Single Sign On: Click on the slider to enable or disable SSO functionality.
  

• Authentication Standard: Login standard to use for SSO. Available options are as below:
  • SAML: SAML is an acronym for Security Assertion Markup Language (SAML). This is the default option.
    
    • Url where you can get the SAML Metadata: Add the link of SAML metadata file and click the green arrow. This auto-populates the Single Sign On URL, Issuer URL and Certificate X.509 fields.
    • Single Sign On URL: The location where the portal launches to initiate the authentication process.
    • Issuer URL: It is also known as entity ID. It is used to validate the assertion.
    • Certificate X.509:  SAML uses an certificate to verify signed assertions.

    • Need Help?: Click on the See Instructions link. In this new window you will find the required information to fill in at your IdP configuration setup. 
      

      You need to add sign in URLs for the User and Agent.

  • OIDC: OIDC is an acronym for OpenID Connect.
    • Authorization ID: An authorization ID is an identifier that represents a set of privileges.
    • Authorization Secret: An Authorization secret is a secret known only to your application and the authorization server.

    • Isuer URL: It is also known as entity ID. It is used to validate the assertion.
      

      Your IdP provides the info about Authorization ID (Client ID) and Authorization Secret (Client secret).

    • Need Help?: Click on the See Instructions link. In this new window you will find the required information to complete at your IdP configuration setup. 

General

• Password Expire Days: Sets the number of days for the password expiration. Applies to both users and agents.

• Max Failed Login Attempts: Sets the number of password attempts after which the user is locked out
• Max Failed Login Attempts Agent: Sets the number of password attempts after which the agent is locked out

• Password Reuse Restriction Count: Sets the number of previous passwords that the user or agent cannot reuse when resetting the password. The minimum and default value for this field is 4 and the maximum value is 25.
• Browser Session Security:- Requires users to log back in any time the browser is closed
• Password Strength: By using a password strength slider, you can configure the password strength to Medium, Strong, or Very Strong (left to right). Hover the mouse on the password strength slider to get the description about the password requirements.
• Admin Set Passwords Are Temporary: Portal users and agents must change the password on the first login or when updating the password by the permitted portal user.

Session Timeout

You can enable or disable the session timeout parameters. 

• Browser Session Security: To ensure security, enable this parameter for users and agents to log in every time they launch the portal in a browser.
• Inactivity Timeout: You can set the inactivity timer for intervals of 5 mins, 15 mins, 30 mins, 1hour, 2 hours, or 1 day. After the period of inactivity exceeds the timer interval, a warning message appears to the user or agent. You can stay logged in by performing some activity in any of the tabs.
  
  • If you have multiple tabs open, and you are working in one tab, the session remains active for all tabs. If all tabs are inactive, the session ends after it reaches the time duration set in the Inactivity Timeout field.
  • This setting applies to users and agents.
  
  
• Show Inactivity Warning (Agent/User): Set this parameter to display an inactivity warning for users and agents before the session is timed out. For example, if the inactivity timer is set to 5 mins, a warning message appears one minute before the inactivity timer is activated and the user or the agent must log in again.
• Maximum Session Timeout: The maximum time a session can stay active. After the maximum timeout is reached, even if you are active, the session is logged out and you must log back in. For example, if you set the Maximum Session Timeout to 2 hours, after 2 hours, the session is logged out automatically.

Subnet IP 

List of permitted IPs that can access the portal. Permitted users can add/delete the IPs, as well as export files in .csv format.

The Settings tab of the Client window enables you to configure the settings for your contact manager, data retention, recordings, agent monitoring, and so on.

General Settings

•  Service Groups: A selected checkbox indicates that you can view the monitor dashboard for service groups.
•  Restrict Strategies Scope: A selected checkbox indicates that the dialing strategies are restricted to certain call centers or services.
•  Language: Language displayed on the portal. This field contains the following options:
  • English (default)

  • Francais (French)

  • Espanol (Spanish)

•  Time Zone: Time zone used on the portal. The portal supports the following time zones:
  
  • AT = Canada/Atlantic
  • ET = US/Eastern
  • CT = US/Central
  • MT = US/Mountain
  • PT = US/Pacific
  • AL = US/Alaska
  • HI = US/Hawaii
  • CHT = Pacific/Guam
  • UK = Europe/London

  • CET = CET

    For International dialing requirements, the portal now supports your configured time zone. The configured time zone is reflected in the following sections of the portal:

    • Campaign upload scheduling input  
    • Campaign details actual start/end time
    • Campaign template / Segmentation editor scheduling input
    • Job History
    • Schedule campaign job 
    • Contact timing
    • Scheduled callback
    • Service inbound tab
    • Audit log/change history
• Dialing Country of Origin: Field for specifying the home country of the client. The following countries are supported:
  • United States of America
  • Canada
  • Mexico
  • United Kingdom
  • Columbia
  • India
  • Ireland

Contact Manager Settings

• Contact Management: A selected checkbox indicates that Contact Manager, including all its features, is enabled. 

• Campaign Updates Contact Manager: A selected checkbox indicates that Contact Manager is updated when a campaign is loaded. A cleared checkbox indicates that only those account numbers that do not exist in Contact Manager are added when a campaign is loaded.

• Days of Contact Retention: Number of days that a contact is retained within Contact Manager since the last load date. If the last load date is greater than the value in this field, the contact is removed. 

  You cannot modify the value in this field.

Contact Rules

• Contact Max Attempts Per Day: Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers. The value 0 in this field indicates unlimited attempts. 

  The corresponding field value for a service (service-level value) takes precedence over this field value.

• Contact Max Phone Attempts Per Day: Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers. The value 0 in this field indicates unlimited attempts. 

  The corresponding service-level value takes precedence over this field value.

• Contact Max Attempts Lifetime: Maximum number of contact attempts that can be made on a unique account in a lifetime, regardless of phone numbers. 
• Contact Max Phone Attempts Lifetime: Maximum number of contact attempts that can be made on a unique combination of account and phone number in a lifetime.
• Profile: Restriction policy used for contacting your customers.

KPI Settings

• Service Level Seconds: Number of seconds within which an agent must answer an inbound call to be compliant with Service Level Agreements (SLAs). 

  The corresponding service-level value takes precedence over this field value.

• Default Service Level Formula: Formula used to calculate the service level. You can view the details of a formula by using the ellipsis icon  that appears next to the field value.

Retention Settings

• Days of Screen Recordings: Number of days that screen recordings are retained on the platform. 

  While you cannot modify the value in this field, the following options are available: 3, 15, 30, 45, 60, 90, 180, and 365 days. If you want a different value, contact the Customer Care Team.

• Days of Call Recordings: Number of days that call recordings are retained on the platform. 

  You cannot modify the value in this field.

• Days of Speech Analytics: Number of days that the Speech Analytics data is retained on the platform. The default value in this field is 365. You can, however, change the value to a number between 45 and 3653.

• Free days of call recording: Number of days that call recordings are available to you for free. The default value in this field is 15. 

  You cannot modify the value in this field. If you want a different value, contact the Customer Care Team.

Defaults

•  Strategy: Strategy used for contacting your customers.
•  Requeue Strategy: Strategy used to requeue campaigns.
•  AM Option: Answering machine option. This field contains the following options:
  •  Don't Leave Messages: If an answering machine is detected, no message is left and the call is disconnected.
  • Leave Messages: If an answering machine is detected, a message is left.
  • Transfer all Connections: Does not detect answering machines; all connections are transferred to agents. 
• Voice: Voice talent used for Interactive Voice Response (IVR).
• Scrub: Communication mode for which the phone numbers in the campaign should be scrubbed when the campaign is built. This field contains the following options:
  • None (default): No phone number is scrubbed.
  • Wireless: Scrubs all wireless phone numbers so that all landline numbers are contacted.
  • Landline: Scrubs all landline numbers so that all wireless phone numbers are contacted.
  • Segmented Wireless: Enables you to use different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the same campaign. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
• Quick Responsebook: Quick Responsebook for chat. A Quick Responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.

Advanced Features

• Segmentation: A selected checkbox indicates that the Segmentation feature is enabled.
• Report Only After All Retries: A selected checkbox indicates that campaigns are reported only after they complete re-attempts.
• Vertical: Business market (such as BPO or healthcare) based on which some optional features might be enabled. When you select the BPO option for the business market, you enable the optional Original Account Number field in Contacts. This field is typically used for an existing external account number from the original account issuer.  When enabled, the Original Account Number field is included in searches within the Contact Flow Editor's Lookup module, the Agent Desktop’s Screen Pop display, and the Contact Lookup Report.  
• Campaign Appends Allowed: A selected checkbox indicates that campaigns are allowed to be appended to an active campaign (that is, a campaign that is playing).
• Phone DNC Type: Type of Do-Not-Call option. This field displays one of the following values:
  • Legacy DNC (default): Manages a list of either account numbers or account and phone numbers to ensure that they are not called.

  • Dial-Time Phone DNC: Manages a list of phone numbers to ensure that they are not called. 

    To ensure that a phone number that is available in different portfolios can still be dialed, you can associate the number with a contact group.

•  Shadow Audio Packages: Real-time audio stream package that allows the portal to be integrated with third-party providers of speech analytics. 

  To enable Shadow Audio Packages, contact your Account Team.

• Record Owning Agent on Primary Channel: A selected checkbox indicates that the recording of a conversation between agents and that between an agent and a customer is enabled. 

  This feature is not supported for Shadow Audio Packages.

Agent Monitoring

• Monitoring Enabled: A selected checkbox indicates that you can listen to a call between your agent and customer in real time.
• Coaching Enabled: A selected checkbox indicates that you can listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
• Barging In Enabled: A selected checkbox indicates that you can voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.

Details on each service, including current dialing information, are available here. Using the cog icon in the upper right hand corner, you can specify the inclusion of fields, order, and which field is used to sort the list. Double-clicking a service name opens the Services editor.

A Trusted Partner model allows two of your portal sites to share data. A partner is a client of the portal that needs to have access rights to another client of the portal to audit or measure that client's work. The Trusted Partners tab enables you to view which clients and user access levels within those clients can act as a partner.

Once the partner is added by the portal, you (as a sysadmin) can view the widget for the partnered client with the icon. You need to approve the partnered client by clicking on the Approve button. To view the Approve button in the widget, hover the mouse on the widget.

Clicking on the icon displays the details of the third-party company or another partner of your portal that is set up for you. If you want to remove the partner, hover the mouse on the widget and click the Revoke button. You can also undo the revoke action by clicking on the Undo button. 

The Voice Talents available to assign to campaigns are controlled here (Available Voices column). Moving a Voice to the right column (Selected Voices) does not make them truly available. The appropriate audio must be stored in that Voice's database for all of your phrases. Missing audio can result in calls prematurely disconnecting. Contact customer care team to enable voice talents for your site.