Learn how to configure your User Settings.
There are a variety of user settings you should familiarize yourself with before logging in to the ACD and accepting calls or attempting to make calls. The user settings pop-up provides you with the ability to make certain general changes, telephony changes, notifications, and ACD behavior.
NOTE:: Some settings may be locked or defaulted to a certain value depending on how your administrator set up your profile in the system. You should obtain a list of default settings from your supervisor.
The user settings icon is situated in the right-hand cluster in the horizontal navigation bar. When you click on the icon, a user settings pop-up widget will appear in the middle of your workspace.
The user settings pop-up widget defaults to the first tab which is the “General” tab. Here, you are able to set:
The second tab in the user settings pop-up widget is the “Telephony” tab, which is situated underneath the “General” tab. Here, you are able to view:
Your Phone Type (WebRTC, regular phone number, etc.) set by the administrator Your direct phone number if one is assigned to you
In addition, you can select to work OffHook or OnHook. If you choose OffHook, that means an audio channel to the ACD is persistent so you don’t have to “go off hook” physically on your hard line or VoIP telephone instrument. If you choose OnHook, you are in a mode where you have to physically go off hook on your telephone instrument to answer a call.
At the bottom of the list in the user settings, you can verify your telephony connection by clicking on the “Call Me!” button. When you do this the system will generate a short tone indicating an incoming call and the handset icon in the upper, right-hand corner of the horizontal navigation bar will turn red. Click the red handset icon to hang up on the test call.
The third tab in the user settings pop-up widget is the “Notification” tab, which is situated underneath the “Telephony” tab. Here, you are able to select:
The fourth and last tab in the user settings pop-up widget is the “ACD” tab, which is situated underneath the “Notification” tab. Here, you are able to select options for:
If you set the “Auto Login to the ACD” to the green position, that means that when you login to the system, you will automatically be logged in to the ACD. Some agents like the idea of logging in to the ACD manually and setting their availability manual when they start a shift. This gives time to review notes, instructions from your supervisor, and yesterday’s KPI stats before you get started. But other agents may wish to get right to work handling workitems right away. If you are unsure what to do, speak to your supervisor for suggestions.
You also can change your default agent status upon logging in to the ACD automatically. For example, you can use the status drop-down list to choose to be in a Busy state upon logging in to the ACD. In this case, you have to manually change your status to “available” in the horizontal navigation bar before you are able to receive incoming workitems or a workitem for a progressive outbound campaign.
In the middle of the user settings pop-up widget on the ACD tab you will see a list of queues you can participate in with a stack of check boxes next to each queue. To make yourself available to service a queue, simply click the checkbox to put an “X” in the box. Likewise, you can un-check a queue’s box to take yourself out of rotation in that queue.
On the bottom of the user settings pop-up widget on the ACD tab you will see a list of media channels you can accept. These also have a stack of check boxes next to each channel. As with the queue selection, you can make yourself ready for a certain media type by clicking the checkbox to put an “X” in the box. Likewise, you can un-check a channel’s box to disable that media channel.
Once you’ve placed the call, the active workitem will enable the Scripts/FAQ, Information, and Events tabs in the active workitem screen. Scripts are programmed by your system administrator and are there to help you with compliance and best practice suggestions on what to say to the caller. You may notice STEP NUMBERS next to scripts. These are progressive milestones in your script dialog. You must affirm each step by clicking on the number to indicate you’ve complied with the script before the next script is enabled.
Once a call is active, the call control widget will display numerous call control options. They are:
NOTE: Mute, Conference, and Terminate functions are also available in the horizontal navigation bar.
On both incoming and outgoing workitems, you may see a red text message at the top of the active workitem screen that says “No contact found, please assign one.” At this point you have two options: a) You can scroll down to contacts and add one to associate the workitem with; or b) You can create a new contact to associate the workitem with.
To link a workitem with an existing contact, use the magnifying glass next to the Contacts label to search for the appropriate contact. Once you are in the appropriate contact record, click the “Assign Contact” icon to link the contact to the active workitem.
Once you’ve located the exiting contact you are looking for, you need to click on the “Assign Contact” icon next to the contact record for that person. Once you do this, the red warning at the top of the page goes away, and the person’s name will appear in the active workitem display.
You can also create a brand new contact to associate the active workitem with. To do this, simply click on the “+” icon next to the Contact label in the active workitem screen. This will produce an “add Contact” pop-up widget. Just fill in the person’s name, address, city, etc. and click “OK” on the bottom of the pop-up to save the contact.
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