The Settings module allows you to configure the organisation-wide settings for the contact centre.
Where to find Settings
Open the Workspace.
Select Settings from the Administration menu.
1. Security Settings
These settings are set by the administration team and apply to all workspace users. These settings specify password and login protocols that are enforced for workspace and toolbar users
What you should do
Minimum Password Length
Enter a number that will be used to ensure a minimum number of characters in a password
Maximum Password Length
Enter a number that will be used to ensure a maximum number of characters in a password
Select a Security Level between One and Four
Maximum Wrong Password Attempts
Enter a number that sets how many failed login attempts are allowed before an account is disabled
Allow Multiple Workspace Logins
Enables multiple users to log in to the Workspace1 using the same user details, or one user can log in from multiple locations
This will reduce the ability to audit who does what on the system
Max Inactivity Period (Days)
Enter the number of days of inactivity after which an account will be disabled (this only applies to the Workspace)
Session Time Out Period (Mins)
Enter the number of minutes of inactivity after which a user will be automatically logged out (this only applies to the Workspace, not to Agents)
Enable Login History
Click the checkbox to enable the recording and display of the login history.
Enable Login CAPTCHA
Click the Checkbox to enable the use of a login CAPTCHA2 after a failed login.
Enable Agents to Change Password
Click the Checkbox to enable agents to change their own password, rather than having to use a password set by the Supervisor
Agents are never permitted to share a login account
The CAPTCHA ("Completely Automated Public Turing test to tell Computers and Humans Apart") is a display of distorted text, that the user has to enter in order to prove to the system that they are a human user. Its purpose is to combat any automated bots which might attempt to breach the system's user access controls
Password Security Levels
The Password Security Level is used to define how many groups, as described below, need to be present in a password. The higher the number, the less guessable (and therefore, the more secure) is the password.
This is the lowest Security level. The password can contain characters from only one group. e.g. password, 654321, MY LOGIN
The password must contain characters from at least two groups. e.g. PassWorD, 6a4b2c, MY$LOGIN#
The password must contain characters from at least three groups. e.g. James(007)Bond, A1b2c3D, My$LogIn#
The password must contain characters from all four groups.
Password Validation will always ensure that the User Name, the First Name, or the Last Name are not used as a part (or the whole) of the password. For example, for a user named Bob Willis, bob123 and abcWillis are not permissible passwords.
Password Security is used to enforce complexity in passwords by ensuring that they are composed of a mix of characters from multiple different groups:
Upper case alphabetic: ABCDEFGHIJKLMNOPQRSTUVWXYZ
Lower case alphabetic: abcdefghijklmnopqrstuvwxyz
This table demonstrates how many possibilities a password can have as the number of digits and the number of source groups increases. The number of possibilities directly affects the ability to guess a password.
a-z, A-Z, 0-9
a-z, A-Z, 0-9, [other]
2. General Settings
These settings are set by the administration team and apply to all workspace users.
What you should do
Wake up Agent Auto-pause Period (Mins)
If an agent's phone has been ringing for 20 seconds (ie the agent is set to System Calls Agent) the system assumes the agent is not available and puts them into auto-pause then tries a different agent. This feature takes agents off auto-pause after a set period (ie 'wakes' them up) either 1,2,3,4,5,10 minutes. The default setting is disabled
3. Agent Toolbar Settings
These settings are used to define agent settings in the toolbar
What you should do
Select Toolbar Background
Here you can choose what agents see in the top half of the screen of Agent Toolbar while they are not on a call. They can have an image or website
Website (HTTPS only)
Enter the website you would like to display or the site where the image is hosted
These settings are set by the administration team and apply to all Agent Toolbar agents.
4. LDAP Settings
These settings define how the Lightweight Directory Access Protocol (LDAP) is applied across the organisation.
LDAP is a protocol for accessing and maintaining distributed directory information services over an Internet Protocol (IP) network. It is used here to provide a "single sign-on" where one password for a user is shared between many services, such as applying a company login code to web pages.
What you should do
Enter the IP address for the LDAP server to be used to verify a log-on name and password.
Enter the directory structure that your LDAP database uses, e.g. cn=%user%,ou=People,dc=acme,dc=com,dc=au
Click the checkbox to enable the use of Transport Layer Security (TLS), which is a cryptographic protocol designed to provide communications security over a computer network.
Administrators, please note:
If LDAP is enabled, TCP or UDP port 389 will be used. Please ensure that this port is open and available
5. Predictive Dialler Settings
These settings control how the predictive dialler manages its call abandonment rates and how restricted the agent is when dialling has commenced on their behalf.
A Predictive Dialler is a software module that dials a list of telephone numbers and connects any answered calls to available agents.
In an Outbound Campaign, the Dialler makes calls to the leads provided. The dialler can be configured using this section.
A dialler is a software module that dials a list of telephone numbers and connects any answered calls to available agents.
The Cloud Contact Centre predictive dialler uses statistical algorithms to minimize the time that agents spend waiting between conversations while minimizing the occurrence of someone answering when no agent is available. The predictive dialler is also adaptive, which means it is continually updating predictive dialling probabilities and monitoring nuisance ratios for performance and compliance with legislation.
What you should do
Dialler Maximum Abandon Rate (%)
Enter a number that the predictive dialler will use as its upper limit for abandoned calls. When the abandoned calls % approaches this figure, the adaptive dialler will lower its call ratios. Some telecommunication authorities mandate a maximum abandoned calls rate. Also, see the Campaign Dialler Performance report.
The default setting is 3%.
Limit Actions when Dialling
The dialler starts dialling one or more calls for an agent as soon as the agent's state changes to 'Available'. So, if the agent goes to pause, or logs out, or makes a manual call, the dialler may not be able to find an available agent to whom to allocate any of the dialled calls which are answered. This can lead to a dialler hangup. You can prevent this happening by enabling this setting, which causes the pause, log out and manual call functions to be disabled when the system is dialling for the agent.
The default setting is enabled.
When this feature is enabled, the agent will be unable to log out except in one of two states:
In all other agent states, any attempt to log out will be rejected with an error message saying: "Logout is not permitted from the current state".
If there are no leads left to be called, pause, log out, and make manual call will not be disabled, irrespective of the state of this setting.
6. Call Settings
These settings determine the organisation settings for:
how call recordings are managed
whether manual calls can be assigned to campaigns
what CLI is offered by default
the default dialler strategy used for each list used in an outbound campaign
What you should do
The CLI (Caller Line Identification) is the phone number that is displayed to the called party when a call is connected. This can be set at the Organisation level with this setting. However, it can be overridden, in specific circumstances by the Agent CLI setting in Edit Agent Details and/or the Campaign CLI setting in Create or Edit Outbound Campaign.
Enable Call Recording
Click the checkbox to enable the recording of calls between contacts and agents. Only the contact leg of calls is recorded. This means the recording captures everything the contact says and hears (apart from on-hold music, which is not recorded). Consequently, any agent-agent discussions (for example, during an attended transfer) will not be recorded.
Manual calls that are not associated with a campaign will not be recorded.
Encrypt Call Recording
Click the checkbox to enable the encryption of recordings of calls between contacts and agents. When enabled, this feature prevents call recordings from being downloaded to the desktop as an MP3 file. An encrypted recording can only be replayed in the workspace, however, copies of encrypted call recordings can be requested from the ipSCAPE Helpdesk.
Default MOH Playlist
Select the playlist that will be used by default for music on hold. See Resources > Files > Playlists.
Agent Campaign Selection on Manual Calls
When a manual call is made by an agent, it is automatically allocated to a campaign where possible. So, for example, if the agent has just hung up a call with a contact, but has not yet wrapped the call, then any manual call they make at that point will be allocated to that lead and that campaign, under the assumption it is related to that lead and that campaign. However, if the manual call is made when the agent is in pause mode, no such allocation assumption can be made, and this setting will be used to dictate what the agent experiences.
Agent Ring Timeout
This can be used for Remote Agents. When set, the system will attempt to connect to the Agent and if the Agent does not answer within the specified time, the agent state will be automatically set to auto-pause.
External Ring Timeout
This can be used to set the time out for Outbound Calls. When set, the system will mark the call as "No answer" if the Customer does not answer the call in the specified time.
7. Timezone Settings
These settings define two parameters that adjust the operation of the system to meet local conventions - the organisation timezone and the date format used in all record displays.
The Organisation Timezone defines the location of the contact centre and implicitly defines the rules for the application of daylight savings time. It is used to control when events occur in the system, to try and ensure all operations take place at times that are convenient to the affected parties. However, since a contact centre may have agents in multiple timezones, and be servicing contacts in multiple timezones, separate timezone settings are also available for users, agents, contacts and campaigns. Obviously, if the contact centre's operations are confined to just one timezone, all these timezone settings will be the same.
The Organisation Timezone can be selected by first selecting the region, and then the specific timezone within that region, from the drop-down lists.
The fields in the drop-down lists use the IANA Timezone database. The IANA convention refers to timezones using a concatenation of the region and the local timezone description, separated by a '/' character. For example, "Australia/Sydney".
Date Display Format
The date format affects how dates are displayed for all users throughout the system. Multiple formats are supported, reflecting the main date formatting conventions used around the world.
8. Channel Settings
These settings define the default email channel to be used for sending emails. An email campaign is most likely to use a campaign-specific email channel, however, this setting determines the channel used for the sending of generated reports, call recordings, and system alerts.
The channel settings define the default email channel to be used for sending emails. The SMTP server settings for the selected channel are used for this purpose.
The default Email Channel is used in the following situations:
When sending scheduled reports or report snapshots to users.
When sending a call recording by email.
What you should do
Default Email Channel
Click on the field to open the drop-down selection list.
Select an email channel from the list.
Note: You must configure an email channel for it to appear in the ‘Default Email Channel’ dropdown.
9. Chat Settings
These settings define how the organisation manages chat campaigns.
What you should do
Maximum active chats
Set the number of concurrent chats in which an agent is allowed to participate. Select between one and five.
Set the default chat theme for the organisation. A campaign may use the default theme or may set its own theme for the campaign.
Note: You must set up a Chat Theme before it appears in the Chat Theme drop-down box.