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General Configuration

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General Configuration

 

The Cloud Contact Center Platform is highly configurable. Some configuration options must be made by Staff when your Contact Center is initially created. You as Administrator can configure other options as needed. This chapter describes the configuration options on the Edit Contact Center page's General tab.

 

To set general options for your Contact Center:

 

·         Click the Configure menu, then select Edit Call Center.

 

Call Center > General Tab Fields

 

  • There are MANY configuration options for Contact Centers. This chapter describes the most commonly used options. If you have questions about fields not described here, contact your Account Manager.

 

Field Name

Data Type

Notes

Callcenter Name

String

This is primarily used by staff, who need to administer multiple Contact Center instances.

Agent Per-minute Fee

Number

The default per-minute rate, in pennies, that agents are paid for time on calls. 

Agent Pay Account Name

String 

The name of the bank account used to pay Agents.

Agent Paid By

String 

The name of the payer that appears on Agent checks.

Minimum Invoice Amount

Number

Minimum value of invoices (in pennies) required for a check to be issued. If the agent has been terminated, we ignore this value and cut them a check regardless of amount.

Invoice Adjustment Email

String 

Specify a comma separated list of email addresses to notify when an invoice is adjusted via the web tools.

Invoice Adjustment Email (CC)

String

Specify a comma separated list of email addresses to copy (CC:) when an invoice is adjusted via the web tools. 

Agent Invoice Billing Address

String

The 'Bill To' address to be shown on Agent invoices. To separate lines, use HTML <br /> tags.

Invoice Terms

String

The terms of payment to display on the "new invoice" page. To separate lines, use HTML <br /> tags.

Default Queue IVR

Number

The ID of the IVR to use as the default Queue IVR. 

Expiration Interval for blocked ani

Number

Contact Center Administrators can add ANIs to a list of blocked numbers (e.g. if a prank caller abuses the system). This field sets the number of days an ANI will remain blocked after being added to the list.

Time Zone

Select

Set the default time zone for your Contact Center. While dates and times are stored internally in EST5DT ("Eastern" Time), visible date/time strings will be expressed according to your local time zone. Individual users can set their own time zone through the My Accounts or Edit Users pages.

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Last modified
10:45, 11 Sep 2014

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