Customer Settings

This page is used to make high-level changes to (Undefined variable: terminology-people-customer.Who Operates a Call Centre? (singular, article))'s account.

  1. Access the details page for the intended Customer.

    1. Type the Customer’s name into the search field at the top of any page.
    2. Click the intended Customer in the search results. This opens the Customer Details page.
  1. Select the (Undefined variable: terminology-page-Customers.Which page tab contains configuration settings for a customer?) tab.

Your access to certain options will depend on your role and the permissions granted to your user account. There are some settings here that can only be seen or modified by a system administrator, so contact one if you require assistance.

Features

The following section contains an incomplete list of Customer settings, which will be expanded over time.

Setting Description Further Reading
Allow the Customer to use the audio uploader Grants permission for the Customer to access their list of audio prompts and hold music, and make changes as needed. Audio Prompts: Overview / Hold Music
Use Price List Select a suitable price list for this Customer when using the audio uploader and associated features. Price Lists: Overview
Setting Description Further Reading
Allows the Customer to build list based outdialler services A list-based outdialler is a means of performing a series of semi-automated calls based on an outdialler list. Agents on such calls will have a script to follow, and the responses given to this script will be recorded against the relevant entry in the outdialler list. Adding a List-based Outdialler Widget
Setting Description Further Reading
Allow the Customer to request pregenerated call log reports Many of the manual reports available via the Admin portal can be scheduled to run automatically, and be delivered to nominated parties via e-mail or FTP. Automated Call Log Reports
Use Price List Use the drop-down to choose how this feature should be billed, if different to the default for this Customer. Price Lists: Overview
Setting Description Further Reading
Keep screen recordings for x days If screen recording is enabled, this determines how many days the visual aspect of the recording is stored by the system. Screen Recording
Setting Description Further Reading
Standard PCI Level 2 compliant system The default setting. Payments made with this method involve the caller entering details while not connected to an Agent, helping to ensure those details remain private.  
Level 2 in-conversation credit card collection Payments made with this method occur while the caller is speaking to an Agent. While details are keyed in, DTMF suppression is used to improve the privacy of the exchange.  
RealCredit Level 1 If RealCredit Level 1 payment processing has been enabled, you can assign it to the Customer here. Enabling RealCredit L1 Card Processing for (Undefined variable: terminology-people-customer.Who Operates a Call Centre? (capitalised single, article))
Use Price List Use the drop-down to choose how this feature should be billed, if different to the default for this Customer. Price Lists: Overview
Setting Description Further Reading
Allows the use of operator groups Organising Agents into groups permits them to be more efficiently allocated to queues, included in reports, and more. Agent Groups
Setting Description Further Reading
Allow the use of Websocket API The WebSocket API is a method of interacting with the Admin portal via third-party applications. Using special Commands, it can be used to perform a range of actions, including creating or deleting entities such as Agents and website users. Whether a command is successful or not, the API supplies feedback in the form of Event data.

Further Reading