System settings
- 21 Feb 2024
- 19 Minutes to read
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System settings
- Updated on 21 Feb 2024
- 19 Minutes to read
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- DarkLight
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Article Summary
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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.
The System settings pages comprises the following sections:
- General
- Call Suppression
- Speech Analytics
- Scheduled Callback
- Agent Panel Metrics
- Timers
- Digital Channels
- Raw Data Streaming to Amazon SQS Settings
- Call Outcome Logging
- Call Notify API
- Security Log Streaming to Amazon SQS
- Call Recordings Replication to Amazon S3
- CRM Integration
- Feature Access Codes
General
The General section enables you to specify settings for features that apply across all aspects of your contact center.
| Feature | Description |
|---|---|
| MOH class | Select the Music on Hold for the entire contact center. Choose the default music or upload your music files to the Media page. |
| WebRTC Ringtone | Select the ringtone for calls in the Agent Panel. Choose the default ringtone or upload your audio files to the Media page. |
| Time zone | View 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 length | Specify the number of digits in the phone extension number for agents and queues. The maximum length is 20 digits. |
| Omnichannel Sound Notifications | Specify whether audio notifications are played to agents when events, such as a new message, occur in the Omnichannel Workspace. |
| Postcall enabled | Enable 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/subnet | Specify whether contact center access is restricted to certain IP addresses or entire subnets. |
| DynamicsCRM API URL | If your contact center uses Microsoft Dynamics CRM, specify the URL of your Dynamics CRM API. |
| DynamicsCRM web URL | If your contact center uses Microsoft Dynamics CRM, specify the URL of your Dynamics CRM website. |
| 2FA enabled | Two-factor (2FA) authentication provides a higher level of security and protection for account users and systems than standard username/password login. |
| Record Whispers | Specify 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 enabled | Restrict 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:
| Feature | Description |
|---|---|
| Call suppression enabled | Specify whether global call suppression (hardcap) is enabled. |
| Exclude failed calls | Specify whether failed calls are excluded from the calculation of Max Dial Attempts for Call Suppression. |
| Max call attempts | Specify the number of dial attempts made to a number before the number is added to the list of suppressed numbers. |
| Limit reached message | Specify 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:
| Feature | Description |
|---|---|
| Identify language automatically | Specify that Voiso should automatically detect the language of a call using Artificial Intelligence (AI) and Machine Learning (ML), and then transcribe the call. |
| Languages | Select one of the supported languages for transcription. |
| Transcribe calls with talk time over x sec | Specify 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.
The Voiso Speech Recognition engine supports the following languages:
- Arabic
- Dutch
- English
- French
- German
- Hindi
- Italian
- Polish
- Portuguese
- Spanish
Tip
Speech analytics and languages can be enabled for multiple users by importing a user CSV file.
Scheduled Callback
The Scheduled Callback section lets you enable this feature for your contact center.
Tip
Callbacks may be scheduled up to 30 days in advance.
Select Scheduled callback enabled to make callbacks available to agents who have the Display Scheduled Callback in WebRTC permission enabled for their Security Access Group.
| Setting | Description |
|---|---|
| Reschedule delay | The duration, in minutes, to wait before making an additional callback attempt if the previous attempt was unsuccessful. The default delay is 30 minutes. You can specify delay intervals between 0 and 10080 minutes (1 week) in 30 minute increments. |
| Maximum calling attempts | The number of call attempts Voiso should make before failover. If failover is enabled, Voiso makes the same number of call attempts again before the callback is cancelled. The default number of call attempts after the first unsuccessful attempt is 1. You can specify between 1 and 10 attempts before failover or cancelling the callback. |
| Failover destination | Select No to cancel the scheduled callback after the maximum number of calling attempts is reached. Select Yes to failover to a specified queue after the maximum number of calling attempts is reached. |
| Selected queue | The name of the failover destination queue. |
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.
| Metric | Description |
|---|---|
| AACWT | Average After Call Work Time: The average time an agent spends in the After Call Work state. |
| AC | Answered Calls: The number of inbound calls an agent answered. |
| ACD | Average Call Duration: The average time callers spend on the phone with an agent. Includes hold time. |
| AHLDT | Average Hold Time: The average time callers spend on hold with an agent. |
| AHT | Average Handling Time: The average time an agent spends handling a call. Includes routing, talk, hold, and after call work time. |
| ANA | Average 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 DVM | Answered (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. Ratio | Answer 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. |
| ATT | Average Talk Time: The average time callers spend speaking with an agent. It does not include hold time. |
| TTT | Total Talk Time: The total time an agent spends talking on calls. Includes talk and mute time. |
| DVM | Direct 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. |
| HC | Handled 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. Nmbr | Incorrect Number: The number of outbound calls that could not be completed due to an incorrect called party number. |
| Last Login | The date and time an agent last logged in. |
| New Nmbrs | New 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. |
| TC | Total Calls: Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls. |
| TIC | Total Inbound Calls: The number of inbound calls routed to an agent. |
| Total Outbound Calls | The total number of outbound calls an agent placed. |
| Uniq. Nmbrs | Unique Numbers: The number of unique destination numbers an agent tried to reach. |
| 0-1 min | The number of outbound calls with a duration of more than 0 and less than 60 seconds. Dialer calls included. |
| 1-3 min | The number of outbound calls with a duration of more than 1 and less than 3 minutes. Dialer calls included. |
| 3-10 min | The number of outbound calls with a duration of more than 3 and less than 10 minutes. Dialer calls included. |
| 10+ min | The number of outbound calls with a duration of over 10 minutes. Dialer calls included. |
| After Call Work | The duration an agent was in the After Call Work status after login. |
| Available | The duration an agent was in the Available status after login. |
| Inbound | The duration an agent was in the Inbound status after login. |
| Offline | The duration an agent was not connected to the network after login. |
| Outbound | The duration an agent was in the Outbound status after login. |
| Unavailable | The 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.
| Feature | Description |
|---|---|
| Direct to Voicemail Call Duration, sec | Specify 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, sec | Specify the outbound call duration that is considered to be the minimum time for a call to be considered effective. |
| Answer timeout, sec | Specify the duration that the system waits for an outbound call to be answered before terminating it. |
| Inqueue timeout | Specify the duration that a call may wait in queue before being Terminated. |
| Agent answer timeout, sec | Specify the duration that a call routed to an agent rings before being considered not answered. |
| Max away time, sec | Specify 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, sec | Specify the maximum duration for which an agent may be in the After Call Work state. |
| IVR timeout, sec | Specify the duration that a caller can remain in the IVR without making a selection before the call is disconnected. |
| Max online time, sec | Specify 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, sec | Specify the maximum recording time for a Voicemail message from a contact before the call is disconnected. |
| Time to first response, sec | Specify 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, sec | Specify 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, sec | Specifies 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.
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.
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.
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.
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.
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.
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>.mp3where 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.
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.
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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