System settings
  • 06 Sep 2023
  • 17 Minutes to read
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System settings

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Article Summary

Who should read this article: Administrators

Specify global settings for your contact center.

Introduction

The System settings page enables you to specify global settings for your contact center. Some settings can be overridden by settings at the feature level. To open the System settings page, in the Voiso navigation bar, navigate to Administration > System settings.

Important

Whenever you modify settings on the System settings page, remember to scroll to the bottom and click Save to make your changes active.

General

The General section enables you to specify settings for features that apply across all aspects of your contact center.

System Settings General Parameters

FeatureDescription
MOH classSelect the Music on Hold for the entire contact center. Choose the default music or upload your music files to the Media page.
WebRTC RingtoneSelect the ringtone for calls in the Agent Panel. Choose the default ringtone or upload your audio files to the Media page.
Time zoneView the time zone where the contact center is located. This can be different than the time zone of the User (agent, supervisor, admin, and so on). Contact Voiso Support Team to adjust this setting.
Extension lengthSpecify the number of digits in the phone extension number for agents and queues. The maximum length is 20 digits.
Omnichannel Sound NotificationsSpecify whether audio notifications are played to agents when events, such as a new message, occur in the Omnichannel Workspace.
Postcall enabledEnable agents to add a Wrap-up code at the end of a call. When enabled, the after-call work time is added to call results.
Restrict by host/subnetSpecify whether contact center access is restricted to certain IP addresses or entire subnets.
DynamicsCRM API URLIf your contact center uses Microsoft Dynamics CRM, specify the URL of your Dynamics CRM API.
DynamicsCRM web URLIf your contact center uses Microsoft Dynamics CRM, specify the URL of your Dynamics CRM website.
2FA enabledTwo-factor (2FA) authentication provides a higher level of security and protection for account users and systems than standard username/password login.
Record WhispersSpecify whether whisper coaching from a supervisor to an agent is recorded as part of the interaction or not. This feature is enabled by default.
Account Lock enabledRestrict users to a specific number of login attempts before being locked out of the contact center. Refer to Account lockout.

Call suppression

Calls to a phone number may be temporarily suppressed when the dialing limit (refer to Max number of attempts below) is reached.

Important

For teams assigned to a Dialer campaign, the Max Dial Attempts value of the campaign cannot exceed the Max number of attempts value.

The Call suppression section includes the following settings:

System Settings Call Suppression

FeatureDescription
Call suppression enabledSpecify whether global call suppression (hardcap) is enabled.
Exclude failed callsSpecify whether failed calls are excluded from the calculation of Max Dial Attempts for Call Suppression.
Max call attemptsSpecify the number of dial attempts made to a number before the number is added to the list of suppressed numbers.
Limit reached messageSpecify the Voice Message played to an agent when the maximum number of dial attempts to a number is reached.

Speech analytics

The Speech analytics section enables you to specify the Speech analytics feature settings.

The Voiso Speech Analytics service uses Artificial Intelligence (AI) and Machine Learning to process call audio recordings into text transcripts.

Custom keywords in a conversation are underlined in the transcript to make conversation review fast and easy. The highlighted keywords help supervisors instantly locate important parts of a conversation.

The Speech Analytics section includes the following settings:

System Settings Speech Analytics Parameters

FeatureDescription
Identify language automaticallySpecify that Voiso should automatically detect the language of a call using Artificial Intelligence (AI) and Machine Learning (ML), and then transcribe the call.
LanguagesSelect one of the supported languages for transcription.
Transcribe calls with talk time over x secSpecify the minimum call length, in seconds, for a call to be transcribed.

You can enable speech analytics and languages for individual users in the Edit User page. In the Voiso navigation bar, navigate to Users, then either edit an existing user or create a new user. Use the Speech recognition menu to enable the feature, then select a language from the Speech Language menu.

System Settings Speech Analytics in the Edit User View

Tip

Speech analytics and languages can be enabled for multiple users by importing a user CSV file.

Agent Panel metrics

Specify the metrics that display in the Agent metrics screen of the Agent Panel that make it easy for agents to gauge their performance.

System Settings Agent Panel Metrics

MetricDescription
AACWTAverage After Call Work Time: The average time an agent spends in the After Call Work state.
ACAnswered Calls: The number of inbound calls an agent answered.
ACDAverage Call Duration: The average time callers spend on the phone with an agent. Includes hold time.
AHLDTAverage Hold Time: The average time callers spend on hold with an agent.
AHTAverage Handling Time: The average time an agent spends handling a call. Includes routing, talk, hold, and after call work time.
ANAAverage Non Answered: The average number of inbound calls routed to an agent that were not answered by the agent
Ans. Eff.Answered and Effective: The number of outbound calls that were connected and had a duration longer than X seconds, where X is a limit defined by the contact center administrator.
Ans. Not DVMAnswered (not Direct to Voicemail): The number of outbound calls that were answered by a person and had a duration of more than Y seconds, where Y is a limit defined by the contact center administrator.
Ans. Not Eff.Answered and Not Effective: The number of outbound calls that were connected and had a duration longer than Y seconds but less than X, where Y < X, and X and Y are limits defined by the contact center administrator.
Ans. RatioAnswer Ratio: The percentage of outbound calls that connected. It does not include short-duration (less than Y seconds) calls, where Y is a limit defined by the contact center administrator.
ATTAverage Talk Time: The average time callers spend speaking with an agent. It does not include hold time.
TTTTotal Talk Time: The total time an agent spends talking on calls. Includes talk and mute time.
DVMDirect to Voicemail: The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration of less than Y seconds and were assumed to be answered by voicemail, where Y is a limit defined by the contact center administrator.
HCHandled Calls: The number of inbound calls an agent handled. Calls transferred from other agents are included, but calls transferred to other agents are not included.
Incor. NmbrIncorrect Number: The number of outbound calls that could not be completed due to an incorrect called party number.
Last LoginThe date and time an agent last logged in.
New NmbrsNew Destination Number: The number of new destination numbers an agent tried to reach.
No Ans.No Answer: The number of outbound calls that reached the contact, but were not answered.
TCTotal Calls: Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls.
TICTotal Inbound Calls: The number of inbound calls routed to an agent.
Total Outbound CallsThe total number of outbound calls an agent placed.
Uniq. NmbrsUnique Numbers: The number of unique destination numbers an agent tried to reach.
0-1 minThe number of outbound calls with a duration of more than 0 and less than 60 seconds. Dialer calls included.
1-3 minThe number of outbound calls with a duration of more than 1 and less than 3 minutes. Dialer calls included.
3-10 minThe number of outbound calls with a duration of more than 3 and less than 10 minutes. Dialer calls included.
10+ minThe number of outbound calls with a duration of over 10 minutes. Dialer calls included.
After Call WorkThe duration an agent was in the After Call Work status after login.
AvailableThe duration an agent was in the Available status after login.
InboundThe duration an agent was in the Inbound status after login.
OfflineThe duration an agent was not connected to the network after login.
OutboundThe duration an agent was in the Outbound status after login.
UnavailableThe duration an agent was in the Unavailable (with reason) status after login.
Lunch, Coffee Break, Meeting, etc.The duration an agent was in each custom status after login.

Timers

The Timers settings specify limits on certain contact center activities and functions. When the value specified for the timer is reached, an action is triggered or statistic is recorded.

System Settings Timers

FeatureDescription
Direct to Voicemail Call Duration, secSpecify the outbound call duration in seconds. If the call duration is less than this value, it is assumed to be answered by voicemail (DVM).
Effective Call Duration, secSpecify the outbound call duration that is considered to be the minimum time for a call to be considered effective.
Answer timeout, secSpecify the duration that the system waits for an outbound call to be answered before terminating it.
Inqueue timeoutSpecify the duration that a call may wait in queue before being Terminated.
Agent answer timeout, secSpecify the duration that a call routed to an agent rings before being considered not answered.
Max away time, secSpecify the duration that an agent is away before the agent is automatically logged out. This timer does not apply to users who are administrators.
Max ACW time, secSpecify the maximum duration for which an agent may be in the After Call Work state.
IVR timeout, secSpecify the duration that a caller can remain in the IVR without making a selection before the call is disconnected.
Max online time, secSpecify the duration that an agent is logged in but does not answer any calls or do any other tasks before the agent's status is changed to away. This timer does not apply to users who are supervisors or administrators.
Voicemail timeout, secSpecify the maximum recording time for a Voicemail message from a contact before the call is disconnected.
Time to first response, secSpecify the duration before an interaction assigned to an agent reaches the maximum allowed time for a first response to a text interaction. A color-coded message is displayed in the Omnichannel Workspace that progresses from green to amber to red as the timeout approaches.
Time to reply, secSpecify the duration before an interaction assigned to an agent reaches the maximum allowed time for a reply to each text message from a contact. A color-coded message is displayed in the Omnichannel Workspace that progresses from green to amber to red as the timeout approaches.
Time to resolution, secSpecifies the maximum time that an agent has to archive an interaction. A color-coded message is displayed in the Omnichannel Workspace that progresses from green to amber to red as the timeout approaches.

Digital Channels

When the Voiso Omnichannel feature is enabled for your contact center, the Digital Channels section is displayed in the System settings page. This section lists the name of the Channels that are connected to your contact center, the channel type, and the date the channel was added to your contact center. You can have multiple channels of each type associated with your contact center.

System Settings Digital Channels

Raw Data Streaming to Amazon SQS settings

Voiso provides raw data streaming for contact center interactions to Amazon's Simple Queue Service (Amazon SQS) for client-end processing. This is a one-way-only process. Voiso cannot interact with your data once it is on Amazon SQS.

Tip

This feature is also available for developers as a pre-built integration.

System Settings AWS SQS Settings

To activate this feature, select Enabled, then specify the following parameters defined in your Amazon account:

  • Queue URL
  • Access Key ID
  • Secret Access Key

Call Outcome Logging

Voiso Call Outcome Logging feature supports Voiso integration with your CRM or other third-party systems. When a call is completed, Voiso uses the Call Outcome Logging webhook to send call related data to the specified endpoint.

System Settings Call Outcome Logging

To activate this feature, select Enabled, then specify the URL of the endpoint.

Call Notify API

The Voiso Call Notify API feature supports Voiso integration with your CRM or other third-party system. When an inbound call is answered by an agent, Voiso uses the Call Notify webhook to send a data array to your endpoint when the call is answered.

System Settings Call Notify API

To activate this feature, select Enabled, then specify the URL of the endpoint.

Security Log Streaming to Amazon SQS

Voiso provides the Security Log Streaming to Amazon SQS integration for client-end processing. This is a one-way-only process. Voiso cannot interact with your data once it is on Amazon SQS.

Tip

This feature is also available for developers as a pre-built integration.

System Settings Security Log Streaming

To activate this feature, select Enabled, then specify the following parameters defined in your Amazon SQS account:

  • Queue URL
  • Access Key ID
  • Secret Access Key

Call recordings replication to Amazon S3

If your contact center uses the Voiso Professional Plan or higher, you have the option to replicate call recordings to your Amazon S3 bucket using the Call recordings replication to Amazon S3 integration.

Tip

This feature is also available for developers as a pre-built integration.

When this feature is enabled for your contact center, the Call recordings replication to Amazon S3 section is available for you.

System Settings Call Recordings Upload To Amazon S3

To activate this feature, select Enabled, then specify the name of the Amazon S3 bucket in the Bucket field to which you want to stream recordings.

The Region and AWS User fields are pre-filled by Voiso based on the cluster information. When you configure your bucket on Amazon, copy the information from the AWS User field into your S3 bucket policy.

If Speech analytics is enabled for your account, you can select Upload Call transcriptions to also stream call transcripts to your S3 bucket.

The following folder and file structure is used for call recordings:

  • One folder per calendar day
  • Folders are named using a year, month, day tree structure. For example: 2023 > 03 > 13.
  • Call recording files are named as follows: <uuid>.mp3 where UUID is the universally unique identifier number assigned to the call (For example, refer to the screenshot).
  • You can find RTF files of call transcriptions in the same bucket with the call recordings, in the Transcriptions folder. The call transcript file naming format is <uuid>.rtf.

System Settings Amazon S3 UUID

CRM integration

If you have your Customer Relationship Management (CRM) platform integrated with Voiso, the specific settings for that CRM are displayed in these sections. For detailed information about how to use these sections for your specific CRM platform, refer to CRM integration.

Feature access codes

If your contact center uses Hardware Phone or third-party softphones instead of the Voiso WebRTC Softphone, you can allow supervisors to dial a code that enables them to engage with a call being handled by an agent. Use the fields in this section to specify the number that a supervisor enters into their dialpad to silently monitor a call, whisper coach an agent without the contact hearing the supervisor, or barge into a call.

System Settings Feature Access Codes

For a supervisor to use this feature, their user account must have the Allow Feature Access Code option enabled.

To use the feature, the supervisor must dial the access code and then the agent's extension. For example: *22*<agent extention>


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