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Settings

The settings of the operator application can be accessed in the user menu (upper left corner).

info

If the user has a template set up in the UCS administration (he does not have his own layout operator application), then it cannot change the settings. The settings are taken from the template.

Application​

  • The type of view into the application determines the purpose for which the application will be used. When choosing Wallboard control buttons are not displayed in the top bar. Instead of buttons for selecting the status shows the current date and time.
  • Tab menu position controls whether the tabs are displayed in the left part or hidden user menu (upper left corner).
  • Top menu buttons selects the visibility of function buttons.
    • SMS - processing of SMS messages.
    • Directory - shared and personal contact directories.
    • Call history - browsing and searching for calls made.
    • Search in CRM - whisperer for quick search in μCRM (displays in the right part, near the status control buttons).
  • Show Status Buttons selects which buttons to change the agent's status have be displayed in the upper right part.
  • AUX status affects whether the text in the status selection button is not ready all the time Not ready or whether the current reason for not being ready is displayed.
  • Date and time format affects the displayed format in several parts of the application (mainly in call history).
  • Reason of call - notification in which case it should be displayed after the end of the call system notification alerting the agent to enter the reason for the call.
  • CRM tab affects whether the μCRM client tab is automatically opened when incoming or an outgoing call. Choosing Open will only open the tab, not switch to it.
  • Label style sets how the tags should be displayed in different parts of the operator application.
  • Number of table rows per page determines how many rows should be displayed in the tables (additional lines are available using pagination).
  • Menu width with tabs allows you to adjust the width of the tabs in the right part of the operator application.

Dialing​

  • Behavior of the top bar when working with calls.
    • Search contacts when entering names or numbers affects field behavior for entering phone numbers. If it is checked, then when entering the phone number number or name, directories in UCS are searched in the form of a whisper.
    • Show outbound campaign selection will allow the agent to select via which outbound campaigns the call will be made.
    • The switch button will immediately open the list of operators if checked, then after pressing the button to transfer the call, a directory with contacts for reconnection. If this option is not active, then the directory is available for redirection using the top bar button when transferring a call.
  • Default link type determines which link type is preselected in the directory with contacts for switching.
  • Notify about ringing call will display a system notification about an incoming call with the option to pick up the call with the button in this system notification.

Call history​

  • Calls per page determines how many rows should be displayed in the call table calls. Additional calls are available through paging.
  • Column order determines whether the caller number is kept in one column i.e. the party that dialed the call is always in the same column, whether it is about incoming or outgoing call. When choosing Agent / Client, enter the Agent column lists the caller for outgoing calls and the called party for incoming calls. Similarly in the Client column lists the called party for outgoing calls and the caller for incoming calls.
  • Number click action affects the default phone click action number. The Dial option dials the phone number after clicking the left mouse button call. The Copy option copies the given phone number to the clipboard and using Ctrl+V is possible to insert the number elsewhere.
  • Show Columns determines which additional columns to have in the call history display.
  • Records, the Show Rating Button option determines whether u buttons to download/play the call recording also show the button to open agent rating forms.
  • Filter, the Save time range option determines whether to have it on restart applications in the filter to keep the previous call time limit. If unchecked, then when you open the call history, a filter with a range of minus two days will be prefilled from 0:00 to the current day until 23:59.
  • Metadata allows displaying columns with metadata stored for calls (e.g. from external information systems). A metadata key is a key stored in the database UCS, Column Name is the display name of the column in the call history.

Directories​

  • Number of contacts per page determines how many rows should be displayed in the contact table. Additional calls are available through paging.
  • Row Height allows you to set the Compact view to show more contacts. The standard height is suitable if a touch screen is used.
  • Personal Directory specifies whether it should be displayed in addition to the system directories tab with the user's personal address book.

Chat​

  • Show chat specifies whether to show internal chat in the right part of the bottom bar chat for communication between workers.
  • Maximum number of open conversations determines how many windows are open conversations is displayed in the bottom bar. If the number is exceeded, then the oldest conversation will automatically move to the session container. From this the container can be opened again by conversation.
  • Automatically open the last session in messages when another session is closed If the maximum number of open conversations has been exceeded and others have been moved into the container, then enabling this option will ensure that when closing any of the open conversations, the last conversation moved to the container will be opened again.
  • Get a sound alert when a message comes in will play a sound in an instant receiving a chat message from another user.

Supervisor Control​

  • Supervisor overview sets AUX reasons to be displayed in component Supervisory overview of agents.
  • Show Agent Profiles determines whether in the *Supervisory agent control displays the selection and activation of agent queue assignment profiles.

Night shift​

  • Button Position determines if there is a button for switching light and dark of the color profile to be displayed in the lower or upper bar.
  • Filter blue light when enabled, it is possible to set the time range will be displayed in yellow (filtered blue component of light).
  • Automatically change interface after sunrise/sunset when this option is selected and checking the box to the left of the selection will be based on sunset and sunrise switch dark and light color profile. You need to enable this functionality location tracking to calculate sunrise and sunset time.
  • Change interface after given time allows you to toggle between dark and light colored profile at a precise time.