Basic Settings

In this tab, you can configure the essential settings for the operation of Contact Center.

Open

Enter the following information:

1. Cap for concurrent seats: The number of Gold/Platinum licenses sold to a new client

2. Cap for concurrent inbound calls: The maximum number of inbound calls that can be received

3. Days to keep recordings: The number of days to keep client call recordings
   The default is 30 days, but the number can be increased based on the contract set up with the client

4. Dialout seconds timeout to agent: The number of seconds that an IVR will attempt to make a connection on an inbound call to an agent before failing

5. Dialout seconds timeout to destination: The number of in seconds that an IVR will attempt to make a connection on an outbound call before failing

6. Country code: The default country code to use for outbound calls

7. Agent to Agent Chat enabled: If selected, Agents can use the Agent-to-Agent chat feature in CCA

8. Logoff all agents at a specific time: If selected, the system forces all Agents to log off at the time indicated in the box below the checkbox.
   Enabling forced log off will produce more accurate reports. For example, for the Agent Status Trace report, data is pushed from one database to another only after the Agents are logged off the system. If the Agents remain logged on all night and they log off in the morning, the data for the report will be inaccurate.

9. Ring all agents enabled: If selected, a maximum of 5 Agents will be contacted ('rung') when a call is presented to a queue

10. Voice monitoring enabled: If selected, supervisors will be able to listen in on live calls

11. Voice coaching enabled: If selected, supervisors will be able to ‘whisper’ to Agents while listening in on live calls.
    A supervisor can also barge in on a call by entering code #00. To barge in on a call, the supervisor must already be listening to a call, and then must enter the barge code on their telephone keypad. This will allow the supervisor to talk to the agent and caller at the same time, similar to a 3-way call.