Call settings - Comnica

Call settings

Call Settings are located in the Projects / Project list menu, by opening one of the projects and navigating to the Call Settings tab.

Click on the “Open settings” button to see the different call setting options.
Hovering over the Information icon a detailed description is available to every setting.
After modifying a setting, it can be saved by clicking on the “Update” button at the lower-right corner of the box.
After updating a setting the Agents need to re-login to the Client to be able to see the newly applied modifications.

1. Dialer and telephone exchange settings

Beep on connect

During manual call or callback, the software plays a beep sound to the agent upon connecting the call.

Beep on hangup

The software plays a beep sound to the agent upon ending the call.

Display common callbacks

Enables for the agents to see the common callbacks in the Client.

Number of call attempts*

The maximum number of unsuccessful call attempts per record.

Dial redials

Allows system to dial dedicated and common list callbacks automatically.

Strict tries number

If a call is successful (connected to an agent), the call attempts counter will not restart.

Call queue weight*

Agents are primarily getting calls from the higher weighted call queue.

Queue timeout (sec)*

The maximum time in seconds for how long the calls can wait in the queue.

Redial display limit (day)*

Managing how many days of callbacks to be due will be presented to the agent in the Client.

Dedicated callbacks to common list (minutes)*

The time after the system sets back the dedicated callbacks to common list.

Ringing timeout (sec)*

The max time for how long the agent is able to to answer a call in case of manual call handling.

2. Agent timeframe settings

Max pause time (sec)*

The value of the maximum amount of time that can be spent on a break. 10:00 minutes (600 seconds) by default.

Max talk time (sec)*

The maximum amount of talk-time in seconds. 10:00 minutes (600 seconds) by deafult.

Max prework time (sec)*

The value of the maximum amount of time that can be spent in pre-work status. 02:00 minutes (120 seconds) by deafult.

Max registering time (sec)*

The value of the maximum amount of time that can be spent in registering status. 10:00 minutes (600 seconds) by default.

By fine-tuning these values, you can set the maximum amount of time that agents are recommended to spend in a given state.

Time contraints displayed in the Client

The currently active agent status displays the elapsed time and max. time. For example: Pause – 00:54 / 05:00.
If the user exceeds the specified time, they will receive a floating notification message.
The status time display changes to a red font when the limit set in the call settings is exceeded.

3. Agent permission settings

Random record retrieval

Allows the agent to retrieve a record at random.

Advanced record search

Allows the agent to retrieve a record using the advanced record search function.

Create record

Allows the agent to create a new record.

Database fields highlighted in the select box will be shown in the other info column on the Clients interface callback list. If the ‘Advanced record search’ option is active then the selected database fields will act as search fileds on Clients interface advanced search box. If the ‘Create record’ option is active, then the selected database fields will act as editable record fields on the Client interface create record box. The list does not contain any contact fields, they are automatically displayed.

Pause voice recording

Allows the agent to pause voice recording.

Hold call

Allow agent to put calls on hold.

Initiate a new call while on hold

Allows an agent to initiate a new call while another one is on hold.

Mute call

Allow agents to mute a call.

Show lost calls

Show lost calls in callback list.

If the waiting time is longer than (sec)

Show lost calls that exceeded the set waiting time.

If the missed call within (sec)

Show missed calls within the specified time in the callback list.

Initiate a new call while in hold

Allows agent to initiate a new call while in hold state.

Auto answer

This option defines the method of call handling. The default setting is – active – which means that the agent will automatically join to the assigned call. If disabled, a modal is going to pop up every time, when the agent is about to recieve a call. On the pop-up window they can decide to take or refuse a a call.

4. User permissions

4.1 Adding/removing users

On the User permissions panel

Clicking on the Agents button you active users can be added to the project in the popup window.

Username– Project roles – Weight

The available permisson options are based on the user’s roles, which control the user’s access to different parts of the system.
Users can be added to multiple projects in the Users menu.

4.2 Project permissions, weight

On the User permission panel, click on a user and in a popup window you can change it’s project permissions or weight.

Project permissions:

client: requester permission to the project
operator: default, agent permission to the project
project_supervisor: supervisor permission to the project
qa: quality assurance permission to the project

Weight:

The dialer will give the call to the agent who is free and has the highest weighting value in the given queue. (10 is the highest value).