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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. 
      

      Info
      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.
      

      Info
      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 the users and agents to login 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, 1hr1hour, 2 hrshours, or 1 day. After the lapse period of the inactivity timeout 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.
  

  Info
  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 Show Inactivity Warning (Agent/User): Set this parameter to display Inactivity warning for users and agents before the session is timed out. For example, if you set 1min, a warning message appears one minute before the inactivity timer is activated and the user or the agent has to login must log in again.
• Maximum Session Timeout: You can set the browser session timeout for 5 mins, 15mins, 30 mins, 1hr, 2hrs, 1 day, or 7 days. This setting enables the user or the agent to stay in the session according to the setting 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

    Info

    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. 

  Info
  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. 

  Note
  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. 

  Note
  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). 

  Note
  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. 

  Info
  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. 

  Info
  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. 

  Info
  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. 

    Info
    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. 

  Info
  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. 

  Note
  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.