The Call, Voicemail, Email system and Chat tabs contain the settings per channel. Many of them exist in every channel; they are described first.
Settings in every channel
Signaling time
For this long, myContactCenter offers a conversation to an agent; for a call, the phone rings for this long. If the agent does not accept, the conversation returns to the queue and keeps its position and wait time, and the next attempt goes to another agent. For the agent, it counts as missed — this can put them into the activity Too many conversations not picked, see Activities.
Default 15 seconds, minimum 5 seconds. The flow can change the value for an individual conversation.
Warn handling time
If a conversation lasts longer than this time, the agent sees the Warn handling time window with Please finish this conversation soon. Only the agent sees the warning. It does not apply to calls that the agent starts themselves. 0 turns the warning off; that is the default.
Wrap-up
| Setting | Effect |
|---|---|
| Dynamic wrap-up | After the conversation ends, the agent is in wrap-up for the Wrap-up time and receives no conversations in any channel; afterwards they are available again by themselves. They can end the wrap-up early or extend it. With 0 seconds, there is no wrap-up. |
| Manual wrap-up | The agent stays in wrap-up until they end it themselves — at most for as long as the server configuration allows under Max manual wrap-up time. |
The default is dynamic wrap-up with 0 seconds. The skill in which the conversation ends is decisive. Wrap-up describes what wrap-up looks like for the agent.
Priority and VIP
All waiting conversations of all skills and channels are in one common order: first by priority, then by VIP level, then by wait time. In each case, the higher number comes first. An email with a higher priority therefore goes to an agent who is qualified for both before a call with a lower one.
| Setting | Effect | Default |
|---|---|---|
| Priority | the priority of the conversations of this skill and channel, 0 to 99 | 0 |
| Increase priority after time | After each period of this wait time, the conversation moves up to the next higher priority that another waiting conversation currently has — this way it catches up with the conversations ahead of it. 0 turns this off. | 0 |
| Best priority | A conversation does not rise any higher than this. Must be at least as high as Priority. | 99 |
| Treat as VIP after | If a conversation has no VIP class and waits longer than this time, it gets the level of the highest VIP class. 0 turns this off. | 0 |
A conversation gets a VIP class in the flow or through a VIP filter on the sender’s phone number or address — see VIP classes and filters. The VIP level only determines the order in the queue, not which agent receives the conversation.
Known agent
Customers who get in touch again preferably reach the agent they last spoke to. When a conversation ends, myContactCenter remembers the agent for the customer’s phone number.
| Setting | Effect | Default |
|---|---|---|
| Known agent | If the customer gets in touch again, the known agent counts as best qualified. If the agent is free, they receive the conversation; otherwise it goes to others without waiting. | off |
| Pin to known agent | The conversation waits for the known agent as long as they are logged in — at most until the Maximum wait time is reached. | off |
| Timespan for agent search | An agent counts as known for this long after the start of the last conversation. | 1 hour |
Call
The Call tab has four subtabs.
Inbound call
The settings from Settings in every channel for incoming calls, in the Special, Wrap-up, Call and Known agent groups. They also apply to callbacks, web callbacks and dial-ins.
Outbound call
| Setting | Effect |
|---|---|
| Record | Calls that agents start themselves for this skill, as well as callbacks and dial-ins, are recorded automatically as soon as the customer answers. |
| Record all participants | The customer is recorded too; otherwise only the agent. For callbacks and dial-ins, the consent the customer gave in the flow of the original call applies. |
| With transcription | A transcription is created for the recording. |
| Number to present | the phone number the called party sees |
| Mappings | a separate presented phone number per language: one Language and the Display Number per row |
The number the called party sees is determined in this order: the mapping for the conversation’s language, otherwise the Number to present, otherwise the phone system’s Standard signaling number from the server configuration, otherwise the agent’s direct dial number. This applies to calls that agents start for this skill, and to callbacks and web callbacks to the customer.
Callback
Callbacks are created in the flow — through the virtual queue or the callback scheduler — or as a web callback from your website. At the agreed time, myContactCenter first calls an agent and, once the agent accepts, dials the customer.
| Setting | Effect | Default |
|---|---|---|
| Max. callback attempts | how often myContactCenter calls the customer at most; at least one attempt | 0 |
| Max. Ring time for callback | how long the customer’s phone rings | 30 seconds |
| Wait time between callback attempts | interval between two attempts; 0 means immediately | 0 |
If the agent does not accept the callback within their signaling time plus another ten seconds, the callback returns to distribution. This does not count as an attempt at the customer. After three failed attempts with the same agent, another agent gets the callback.
Dial-in
With dial-in, the caller hangs up and still keeps their place in the queue. If they call again from the same phone number within the Dial in time span, the new call takes over this place. After that, the place expires. Default one hour. The flow determines whether a caller is offered dial-in.
Voicemail
The settings from Settings in every channel for voicemails that customers have left in the flow: signaling time, handling time warning, wrap-up, priority and known agent.
Email system
General
The settings from Settings in every channel for emails. Here, Best priority also applies to faxes. There is no separate tab for faxes; they are distributed with fixed values: signaling time 15 seconds, priority 0, no wrap-up.
Email server
| Setting | Effect |
|---|---|
| Sender mailbox | the sender address of this skill’s emails: replies, forwards, new emails from agents and emails from the flow. Exactly one valid address. If it is empty, the sender from the server configuration applies. |
| Sender display name | the name that the recipient sees next to the address |
Translation
The Output Settings group can only be used if Realtime translation is turned on on the Basic Data tab. It determines how a translated reply reaches the customer:
| Setting | Effect |
|---|---|
| Add ‘Automatically translated’ notice | The reply begins with a notice that it was translated automatically. |
| Show translated and original content together | The text that the agent wrote follows below the translation. |
Real-time translation describes when translation takes place.
Chat
The settings from Settings in every channel for chats, in the Chat distribution features, Wrap-up, Priority and Known agent groups. Here, the VIP setting is called Chat treat as VIP after.