Contents
- Introduction
- General Information
- Contact Center Configuration Process
- 1 Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Initial General Configuration
As the main source of information for all types of contact center configuration tasks, this guide generally follows the structure of the main menu of the Contact Center Administrator application. This enables the reader to easily find information about specific configuration resources using the table of contents. This also means that the order in which the information is presented in this guide is not necessarily the order in which you configure the resources of your contact center during your solution setup.
The recommended order of the most common contact center configuration tasks is described in this section. Each configuration step is referenced to a specific topic where more details can be found. Note that every configuration step recommended below is optional and depends on your specific environment. Because every contact center is unique, it is impossible to suggest a process that would universally apply to all possible types of installations. Use the information below as general guidelines only.
The table below suggests the order of the initial general contact center configuration that can be recommended regardless of whether the contact center will be used for inbound services, or outbound campaigns, or both.
| Step | Action | Section of This Guide |
|---|---|---|
| 1 | Log in with the default user name and password. | Login Procedure |
| 2 | Adjust the application settings such as the time zone and language. | Application Settings |
| 3 | Change the password. | Application Settings |
| 4 | Configure the voicemail system. | Voicemail |
| 5 | Create accounts for the other users who will be performing the configuration tasks discussed below. Initially, these users can be members of the default Administrators team. Assign them roles that will enable them to perform their tasks. | Users and Roles |
| 6 | Specify the email settings. | Email Settings |
| 7 | Prepare and upload custom audio treatments, shared voice segments, and default voicemail greeting. | Audio Treatments, Shared Voice Segments, and Voicemail |
| 8 | Review and change the default values of the general settings that apply to the entire contact center. | General Settings |
| 9 | Specify the desired percentage of recorded calls and, if necessary, change the default quality assessment categories. | Call Recording and Grading Categories |
| 10 | Define operational schedules of your contact center. | Calendars and Hours of Operation |
| 11 | Create agent teams. | Teams |
| 12 | Create or import agents and assign them to teams. If you plan to use chat media to serve your customers and/or for internal communications, consider uploading photos for all users. Note that users may be able to configure many of their own settings and upload their own photos. | Users |
| 13 | Create or import supervisors and assign supervisors to agent teams. | Users |
For configuration steps specific to different types of services, follow these links: