Configuration

Menu for managing the system configuration.


General

Here you can find and edit the basic settings of the system.

Be careful, do not use incorrect values as this would lead to system instability.

Telephony

 

Address: Portal address.

Local Address: Portal address IP.

User: Uses root user by default but other user could be defined. (AsteriskUser)

Password: User password Operating System of the PBX (default: password is that you must install the operating system), changing here also changes automatically in the OS, not directly change the operating system because the system will fail. (AsterisUserPass)

Recordings Backup Address: IP of the Recordings Backup server, this can be a storage server or any server that has the old recordings and has access via http, this means that there must be a web server (any), that can access the files of the recordings through their url. Example: http://IPBACKUPRECORDS/GUIDgrabacion.gsm should be able to access the recording. (BackupRecordsIP)

Integra Server Address: IP of PBX server. (AsteriskIP)

External IPP: Apps server IP.

Asterisk SSH Port: Port to connect through SSH. (AsteriskSSHPort)

Stun Server: Stun's server address, allows the NAT clients to configure calls to a VOIP provider located outside from their local network.

Email

Host: It must specify the host (mail server) to be used for sending emails. (EMailSMTPHost)

Port: It must specify the port used for SMTP connection. (EMailSMTPPort)

Auth: Specifies the type of authentication required Mail Service mails. (EMailAuth)

Username: It must specify the user account used by the mail with authentication reasons. (EMailUsername)

Password: It specifies the password in encrypted format in a mail forwarding account for shipping. (EMailPassword)

Alerts Email: Email you want to report in case of system problems. (AlertsEmail)

AMD

 

Add dispositions to the list by writing it and then press on the ‘+' button.In order to delete a disposition from the list, first select it and then press on the '-’ button.

Audit

 

Enable Audit Log: If logs all system actions.

Log

Log File: If checked, saved the log in a file.

ELK Address: If checked the log can be visualized in Elastic Search, Log Stash and Kibana.

Log Level: System log level (SEVERE, INFO, WARNING).

Agents

Breaks: Separated by ; lists the different states of breaks that may occur in the system. If the administrator wishes to add a new break, simply write the name of this one and click on the "+" button. This new break will be added to the list below and the platform users can now use it as a status.

Show DTMF: Set whether the DTMF typed from the keyboard in the integrated Phone will be displayed or not, with 0 being not display the digits or 1 will show the digits. This functionality is primarily used for cases when passwords are entered. And do not want to show them on screen. (ShowDTMFAgent)

Chat: By activating this option, agents wont be able to chat between them, they can only start an interaction with supervisors. This option won't affect the supervisors in the system, they can start chat interactions with anyone in the portal.

Allow chat between agents: Allow agents to chat with other agents.

Show campaign's agents: Allow agents to see which other agents belong to the same campaign. 

Hide Agent Status: If this option is activated, agents won't be able to see other agents status.

Hide SMS Agent: Agents won't be able to start SMS interactions.

Edit Phonebook: If activates, supervisors and agents will be able to add or delete contacts on their Phonebook. On the contrary, only supervisor will be able to do it.

Show campaigns status by agents: If deactivated, agents won't be able to see this icon , which represents the following.
Search other agents interactions: If this option is activated, when agents search for interactions they can see the interactions completed by other agents. By default, when you open the search modal, you will always see your own interactions.

Enable hot keys: Allows agents to use Ctrl + M to mute / unmute the call

Ring on speakers: 

  • When activated, the agents will feel the ring of the call by the speakers and not in the headphones.

  • When inactive, agents will have the option to decide where to listen to the ring from their profile.

End Wrapup: When this option is activated the agents will have the possibility to cut their Wrapup time to connect more calls.

Agent Volume: Controls the volume of some call sounds like hang up, answer and keyboard key press.

License

 

License: License generated by Integra.

System

Reports Max Rows: For large generated reports, this ones will be line limited by the number configured here.

Title: Site's name that will appear on the explorer's tab.

Batch Downloaded Format: Format in which the recordings are downloaded into the disk. For example: YYYYMMDDHHmm-AGENT-SRC-DST

The options are the following:

  • Date format - YYYYMMDDHHmm, DDMMYYYYHHmm or MMDDYYYYHHmm

  • Agent name - AGENT or PAGENT

  • source - SRC

  • destination - DST

  • userfield - UFLD

  • campaign - CAMP

Fax Channels: It must specify the output channel used for sending faxes. (FaxOutboundChannel)

Password Regular Expression: Regular expression to validate passwords in the system. There will be a default one already configured.

Observations: should not be changed.

  • AsteriskManagerPass: Password AMI connectivity.

  • AsteriskManagerUser: User connectivity AMI (default: 5038)

  • AsteriskManagerPort: AMI port listening (default: supervisor).

Report Max Days: Maximum number of reports scheduled to be sent per day.

Dialers: In this section you can establish what kind of Dialers can be created in the system. By default they will all be selected, but just press the Ctrl key to select the desired ones and save to apply the change.

Security

Password expiration: After this amount of days, the user will be automatically asked to change their password.

Failed login attempts: It is the amount of chances a user has to log into their account. After certain amount of tries, the account will get automatically disabled.

Last used passwords: It remembers the last X amount of passwords used by the user, so that when they change it, they cannot use one of them.

Disable inactive user: If the user is inactive after the number of days established in this field, the account will be disabled.

 

 


Data sources

Data source management menu.

Data sources configuration to use in the system, either from call flows or reports.

DSN Name: Data source name is the one used from reports, and IVRs.

Engine: Database engine data source.

Description: Description of the DSN.

Data Base: Name of the Database.

Username: user to connect to the database.

Password: to connect to the database.

Server: IP where the database is located.

Port: Port where the database listens (automatically suggested according to engine selected).

Three sources of data on the system by default:

  1. Data: Access to the main data base.

  2. Repo: Access to the data on the repository base.

  3. Backup: Usually is the same as Repo unless it is wanted to run queries of the reports and search for recordings on a replicated server.


Tasks

Menu system management tasks.

The tasks module allows automating certain types of tasks that you want to control recurrently in the call center, allowing critical report on the status of these via email or SMS.

Name: Name of the alert to create.

Schedule: Frequency at which the alert is executed. For more details click on the next link: Schedule.

Alert: Being able to be alert type email, SMS or notification for all campaign members

Destination: Email address o cellphone number, depending on the type of alert that defined (SMS o mail).

Enabled: If the alert is ON or OFF.

Type: Alert type to define, having predefined as follows:

  • Automatic Report: Definition of an automated generated report.

  • AbandonRateAlert: Defining an alert to monitor a particular campaign if the level exceeds a certain percentage drop.

  • ACDAvailables: Defining an alert to monitor a campaign in the maximum amount of free agents who might be in it.

  • ACDCallsAlert: Defining an alert to monitor if you get to call up glued to a particular campaign.

  • ACDMidWaitAlert: Defining an alert to monitor in a campaign the maximum average waiting time in the campaign.

  • ACDNoAvaiable: Defining an alert to monitor whether a campaign is idle.

  • MySQLExec: Definition of store procedures or query's scheduled to be executed.

  • ExecScript: Executes a script on the server.

  • ServiceLevelAlert: Defines an alert to monitor ServiceLevel of a Campaign

  • AgentAlert: Defines IdleTime or a Break and a threshold to notify agents if they are above it.

Parameter: Parameter name to take (default is right on the grid parameters are available and loaded by selecting the name of it).

Value: Value of the parameter to control.

Specific parameters for the different types of alerts:

MySQLExec:

  • Database: Indicates the data source to be used to execute the statements

  • Query: Indicates the query that is going to be executed in the defined data source.

Automatic Report:

  • Required fields

    • Report=Name of the.jrxml .

    • Format= Out format , html, doc,pdf,excel.

    • REPORT_LOCALE: es, en, pt.

  • Optional fields

    • INITIAL_DATE: Fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 00:00:00.

    • FINAL_DATE: Fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 23:59:59.

    • QUEUES: Queues in format ‘Cola1’,’Cola2’.

    • AGENTS: Agent with the same format as queues.

AgentAlert:

This will notify the agent or all agents in the campaign if the Threshold is exceeded.

  • Queue: campaign to notify

  • Agent: name of the agent or "all" if you want to notify all of the agents on the campaign

  • Alert:  IdleTime or  Name of the Break to check for 

  • Threshold:  time in seconds for the max time.

  • Message: Message to send to the agent.