Under Global elements, you manage what flows and agents work with:
| Area | Purpose |
|---|---|
| Mailboxes | myContactCenter collects emails and faxes from these mailboxes, and agents write through them. |
| Boilerplates | Prepared texts for emails, faxes and chats — for agents to insert and for flows to send. |
| Dictionaries | Word lists for the agents’ spell check, per language. |
| Announcements and music | The media that flows play: announcements, hold music, signal tones — as an audio file or as text that a voice reads aloud. |
| External databases | Connections to your own databases, from which flows read data. |
Each area has its own permission: Mailbox configuration, Boilerplate configuration, Spell checker dictionary configuration, Media configuration and External database configuration.
The flows themselves, which use this content, are described in a chapter of their own.
Mailboxes
How to set up the IMAP mailboxes from which myContactCenter collects emails and faxes, which folders it creates there, when it filters emails as spam and how to test the connection.
Boilerplates
How to create prepared texts for emails, faxes and chats — per language, with placeholders and input fields — which skills they apply to, how agents get the matching boilerplate suggested and how flows send them.
Dictionaries
How to load dictionaries for the spell check and assign them to a language so that agents can have their emails checked in the customer's language.
Announcements and music
How to create announcements, hold music and signal tones for flows — as an audio file or as text that a voice reads aloud — per skill and language, and which file is played at runtime.
External databases
How to give flows access to your own databases — Microsoft SQL Server, PostgreSQL or MySQL, via an SSH tunnel if needed.