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- Organization Name − Enter the name of your company or organization as it should be reflected in the page headers of several reports.
- Mailing Address − Enter the mailing address of your company or organization as it should be reflected in the page headers of several reports.
- Calling Name and Calling Number − Used for caller ID information when a representative places an outbound call (the name and number that will be seen on the receiving end's call display). You may also add a calling name and number for every team on the Agents page. Representatives will then have a choice of which name and number to select as their caller ID information when dialing out.
- Calling Name − Enter a maximum of sixteen characters, do not use any of the following symbols: \:@/"
- Calling Number − Enter a maximum of ten digits (no letters or symbols).
Nickname for chatting − Enter a nickname here if all agents responding to online chat requests should appear with the same name.
You may also define
nicknameInfo title FMI You can create a unique
on the AgentsNickname for each individual
Agent. For more information, see the Chatting section of the Agent General Information page.
- Default voicemail box − Enter an email address or addresses that will receive captured voicemails. Multiple email addresses should be separated by a comma (,) or semicolon (;). Voicemail is recorded and sent out as attachments within an email. For every voicemail captured, one email will be sent with one WAV file attached. WAV files are recognized by most audio players. This setting is applicable if your IVR design has After Hours or Holiday messaging before a caller can select a specific queue. Voicemail associated to a specific queue will be sent to the voicemail box configured for that queue. See Queues for information on configuring voicemail for each queue.
Recordings Period − Recordings are kept for up to 180 days by default, upon which they are permanently deleted from the system after that period of time. Recording retention periods may be optionally increased with subscriptions to extended recordings time. To change the duration recordings are kept, click the click here link located beside Recording Period to contact your Service Provider to request the change. (Additional fees may apply).
Note:Info title FMI You can provide your own cloud storage for call recordings and have the retention periods adjusted to any time interval with the help of your Service Provider.
For more information about setting up your own cloud storage, see Cloud Storage Settings.
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