Content
Comnica Contact Center
Introduction - First steps
Managing projects
Calls (audio files)
Reports and statistics
User management
Developer and general information
Comnica SmartSMS
Login, Basic concepts
Once your Comnica CC is ready to use, you will receive an e-mail notification with the following:
- Information about the path to the Admin page (https://companyname.comnica.cc).
- Login details of one admin level user (username, temporary password).
During the first login, it is necessary to replace the temporary password.
- Access the administration interface – https://companyname.comnica.cc.
- Navigate to the provided url (https://companyname.comnica.cc) and enter your username and temporary password.
- Click on the Login button.
- Modify your temporary password and click on the Save button in the bottom-right corner.
- Enter your username and new password to log back in to the Admin page.
Two-Factor Authentication (2FA)
Only with an Admin or a Supervisor role you are able to activate Two-Factor Authentication for Comnica CC.
- Click on CC settings menu,
- then on ‘You can find your generic settings here’,
- after that you can activate the Two-factor authentication option.
- Finally click on the Save button.
After activating this option, first enter the username and password, then in a new window enter the 6 digit code provided via text message.
To change the password of a user with Administrator role, please follow the instructions, listed below:
- Log in to the Administration interface by using the Username and Password, provided via email.
Click on the Profile icon at the bottom left corner, below the menu.- Enter your current password and then the desired one.
- You will then be logged out by the system and you can log back in by using your new password.
Basic concepts
Comnica CC
Our web based contact center solution.
User interfaces
Administration interface
The web interface, “control panel” of our Comnica CC software through which users can modify their settings, track several parameters of the contact center service, retrieve project and system level reports and statistics.
Client (web based)
Call management interface for Comnica CC. Allows you to both initiate and receive calls.
Monitor
Web based monitoring system to follow ongoing calls and project statistics live.
Ratio
Ratio – adjustable dial strength per project to determine the maximum number of calls you can make per agent.
In case it is set too high, there is a higher chance of calls to be dropped.Priority
Priority – among the activities running in parallel, the more important ones can be highlighted. The priority value can be set per project and record. The system won’t initiate calls from a project where the priority is lower as long as there is a callable record in a project where the priority is set to be a higher amount.
Wallboard
The wallboard makes it simple to monitor the status of active calls and agents within the call center system.
Database
A database is an organized collection of structured customer information, or data.
Project
Its building blocks are the database, the script which used to display and retrieve customer data, the call queue(s) to initiate calls, and statistics that indicate call results.
Customer
A record defined for a specific project. Depending on your project, you have unique parameters (such as home address, monthly fee, contract number) that appear on the interface during a call.
Record
A database entry to be processed by the dialer.
User roles
Admin
Highest user role, as an Admin, you have access to all the available functionalities.
Supervisor
Manages and monitors agents work and the status of running Projects.
Requester
The procurer of the projects whose products or services will be sold during the calls.
Agent
A system-defined user who can initiate and receive calls.
