Business Structure: Technical Tab
The Technical Tab under the Business Structure provides enterprise level settings. Any setting that is editable in this tab will be applied to all Business Processes and Agents. Many of these settings are enabled/disabled by default and set to certain parameters based on Evolve IP best practice recommendations for our Contact Center customers.
- Organization ID – this ID is given during the initial setup of the account and cannot be changed.
- Organization Prefix – this prefix is given during the initial setup of the account and cannot be changed.
- Organization Default Caller ID – the organization default Caller ID is provided during the initial setup of the account. It can be changed by reaching out to your Project Manager.
- TCPA Compliance – by default this setting is always disabled. It is only utilized if customers have purchased minute bundles for the Dialer and are running Campaigns through the Supervisor client.
- Shift Start Time – by default it is set to 00:00:00 indicating that the shift and contact center metrics will reset at midnight every night. This can be changed if you wish to reset the shift start time.
- Automatic Reset Shift – by default this will be enabled. The shift will automatically reset at the shift start time, without needing an Admin or Supervisor to perform the task.
- Max Concurrent Automatic Dialing Interactions – The total number of Concurrent Calls allowed when using the Dialer.
- Answering Machine Detection for Predictive/Power Dialer – by default this setting is always disabled. This will be available to Admins or Supervisors to enable if they have purchased minute bundles for the Dialer and are running Campaigns through the Supervisor client. When enabled and placing automatic calls, if a answering machine is detected the system will tag that call and leave a Voicemail if programmed to do so in the Business Flow.
- Incoming Interaction Notification sound – The sound that will play to agents or supervisors when receiving an incoming notification. The Project Manager will set this up on initial implementation.
- DNC List – by default this setting is disabled. When enabled, callers and agents are able to add numbers to the DNC list. When these numbers are added they are stored in the system and can no longer be dialed.
- Allow Manual Call to DNC – by default this setting is disabled. If enabled, Agents will have the ability to manually dial a number that is on the DNC list.
- Telephony Tone Notification for Incoming Calls – by default this setting is enabled. Provides a tone/ring to agents or supervisors when receiving an incoming call.
- Dialing Phone Expression – this is setup during initial implementation and should not be changed.
- SME Caller ID – Not applicable for Unified or Overlay Contact Center Solutions
- Agent Can See Other Agents State – by default this setting is enabled. Agents will be able to see the current state of other agents in their Agent Console directory.
- Use Customer Number as ANI on Manual Transfer – by default this setting is disabled. If enabled, the customers callerID would display to the third party upon transfer rather than the Business Process or Agent from which the call is being transferred.
- Max Delegates Due to Abandoned – be default this number is set to 25. This number can be adjusted. This will be the total max number of delegations to a supervisor due to Abandoned calls.
- PCI Compliance – by default this setting is disabled and is utilized by ECS Overlay solutions only. If enabled, this will provide Supervisors and Agents with the ability to Pause and Resume their call recordings.
- Campaign Date/Time Format – if utilizing the dialer, this can be adjusted to customer preference
- Agent Contact Search Max Records Default – by default this number is set to 50.