Agents

The creation of campaings and agents are vitals for statistics, control and supervision of the call center, being a necessary requeriment to establish the organizational strategy.

^{The procedure is always the same, both when entering new agents, creating new campaigns or either eliminating one of those.}

New agents:

Whenever a new agent is created, it's properties must be set, such as which technoloy to use, autentication, type of telephone and restictions or permits that this agent will have.

One of the properties that will define the behavior of the agent inside the call center will be the context to which it's assigned, which will contain all the logic of calls , validation and logical post call to generate the statistics.

Once the agent is created, it is important to assign him to any existing campaign.

Notes:

Whenever an agent or a campaign is deleted, they will remain in the system historial without changing any data generated so far.

 ^{When creating a new agent using the same telephone number of an old one (usually when leaving the organization), this agent must be deleted, create a new one with the corresponding data and}

^{reassign him to the according campaign. Whenever an agent is deleted it is removed from the campaigns to which it belongs .}

  Create Agents

This option configures the administrative phones, voice mails and SIP and IAX2 agents with all their properties.

To configure agents and administrative phones we have the following:

Open

Important fields:

Name: Name of the agent to be deployed in the caller ID.

Phone: Phone number.

Password: Phone password.

Context: Associations which will direct the call attempts you make, this depends on the configuration of the dialplan.

Email: E-mail for sending the messages left on the mail box.

Group: Grouping for pickup, this functionality is used to group for example a number of phones (ex. 1) and among them will be able to take calls if they are in the same group. It can be a list.

Mail Box: Mail box, usually the phone number, it must be created in the Voicemail option, number @ context, or if you want to create automatically you should select the left option of the mail box.

Phone Type: Indicates the type of phone used the associated agent:

• Hardphone: Physical IP Phone (external).

• SoftPhone: Software IP Phone Integrated with uContact Agent (internal).

Language: Language for the system messages of the phone.

Transport: Indicates which transport protocol will be used:

• udp: Common udp protocol.

• tls: Encrypted protocol often used with the voice encryption option.

Encripted: Indicates if the voice communication will be encripted or not.

Type of account: Indicates the type of account that is being created.

• SIP: Account using SIP technology.
  
  

• IAX: Account using IAX technology.

Limit: It allows to assign a credit limit for the agent (usually used for vPBX).

Direct: Allows to define if the agent will have a direct line based on the incoming DID (usually used for vPBX).

Business: For vPBX. 

Codecs: Audio and video codecs that uses the Agent.

DTMF: Signalling type of telephone rings.

Administrative Phone: Administrative phones do not consume agent licences and can not belong to campaigns. Also the state of the same can not be seen at the contact section.

Permissions: When you select an agent from the list,on the lower rigth corner of the panel, you can see the licenses available per agent.

Batch upload: Allows to do a batch upload of agents by uploading a file.

File format: .csv

Security in uContact

^{uContact has a security module that allows to manage the system, assigning a profile to each user based on their role and needs.}

^{To be able to do this, whenever a user is generated you owe it to assign a specific security group where they are grouped by permissions and roles within the call center.}

In creating security groups must take some things to consider, the applications that this group will be allowed to use, the campaigns it will be allowed to see and the report groups will have acess to.

Everything that concerns security for campaigns and dialers, it is inherited through all the system, taking as example the recordings module, reports, supervision, etc. That will only show information of campaigns that will have visibility. This allows users assigned to the groups only have access to information related to their work and not to other campaigns which he is not assigned to.

^Notes:

^{Whenever a user is created in the system, it should be assigned to an existing group and in the case that there is no group that meet the needs, this group must be created before the user.}

Always new campaigns or dialers are created into the system, should be reflected in the security groups for users to see, as they can not see them as default. 

^{Each time you want to completely restrict the access to a user you can delete his information or disable him in the group of security module to which it belongs (users and security groups).}

Users

User managment menu.

In this module the system users will be configured, where you can change several options depending on the group each user is assigned.

Open

Username: You specify the name of the user to add.

Password: It specifies the password that the user has.

Confirm Password: It specifies the password again to verify it has been properly entered.

Enabled: It specifies whether the user is enabled or not, in case is not selected, the user can not access the system.

Group: Indicates the group to which the user belongs. That group will have certain permissions in both access to information as well as security options.

Last Change of password: It is established the date on which the last change of system password was made.

Permissions:

Password: It specifies the password that the user has.

Name: You specify the name of the user to add.

LastName: You specify the lastname of the user to add.

Permissions: 

• Local calls.

• Mobile calls.

• International calls.

Usually used for PBX.

Security Groups

Menu for managing the security groups.

This module allows you to define security groups that the system has, within the main functionality is to assign different access modules specified herein assigning separate campaigns and groups reports, to which it has access.

Group: Group name.

Description: Description of the group created.

Views: Assigns whether the group has access to system modules, if not enabled will not be seen by users who belong to that group.

They can choose from any to all views. These views are separated into boxes depending on the possible roles that can be assigned.

Campaigns: You can assign from none to all campaigns available in the system, the user assigned to this group will have access to all information of those campaigns.

Social Network campaigns will have the prefix SN- added to their name.

Groups Reports: From none to all groups can be assigned of the reports available in the system , the user assigned to this group will have access to all information of the groups assigned.

In the case of campaigns and groups reports , this information will be available to generate reports, on the other hand if the views of states and campaigns is enabled, you can view the campaign data which are assigned to the group to which the user belongs .

Business

  Menu for managing companies (usually used to vPBX or internal pricing).

Company Management or sections parameters of the company (usually used to vPBX or internal pricing).

Number: Number of the initial phone company (the first 3 digits for example of the extension).

Name: Name of the company

Payment: Type of payment used by the company:

• Postpaid: Payment type monthly statement.

• Prepaid: Payment type initial credit limit.

TimeZone: Select the time zone of the company.

Enabled: Indicates whether the company's account is enabled or not.

Carrier: Indicates whether the account is a carrier or not.

Email: Email address of contact in the company.

Phone: Phone number of the company.

City: City where your business is located.

Country: Country where the company is located.

User: User to enter the vPBX management portal (not used yet).

Password: Password to enter the administrative Portal vPBX (not used  yet).

Address: Address of the company.

Expiration: Expiration date of the account.

Balance: Company's current balance (amount owed).

Credit Limit: Credit limit assigned to the account to limit the call time.

Frozen Time: Variable used to define a time reserved for no overlap in the balance of the company.

Unfrozen Balance: Variable used to define the amount reserved for no overlap in the balance of the company.

Discount: Discount applied to the company.

DID: Company number used for both outgoing and incoming calls.

Note: Note meaningful data as a description of the company.

LDI regexp: Regular expression that indicates when the call is international.

LDL regexp: Regular expression that indicates when the call is local long distance.

LOC regexp: Regular expression that indicates when the local call.

MOB regexp: Regular expression that indicates when the call is to a mobile.

Time Range: Indicates the time range used in the initial flow (operating hours).

Days of Week: Indicates the days of the week used in the initial flow (operating hours).

Day of month: Indicates the days of the months of the year used in the initial flow (operating hours).

Months: Indicates the months of the year used in the initial flow (operating hours).

Gateway Local: Indicates the account he used for GW output for local calls (used in SIP dial string).

Gateway Mobile: Indicates which GW will use to output to mobile calls (used in SIP dial string).

Gateway LDL: Indicates which GW will use to output to local long distance calls (used in SIP dial string).

Gateway LDI: Indicates that output will use for long distance calls GW (used in SIP dial string).

My Gateway INT: Indicates whether the company uses its own GW for international calls.

My Gateway LOC: Indicates whether the company uses its own GW for local calls.

Alert: Credit limit alerts to warn the customer.

Voicemail

Option where voicemails are configured.

This module allows the creation of voicemails without the need to be associated to an agent.