settings.png

TABLE OF CONTENTS

Email Settings


SMTP Email - Enter the email address you will receive notifications to (Global alert email address).

SMTP Server - Enter your email server address.

SMTP Port - Enter the port used to send emails.

Use SSL - Tick this to use a secure connection when sending an email.

SMTP Email Address - Enter the email address you are sending emails from via the script.

SMTP Password - Enter the password for the above email address.

Confirm -  Enter the above password again.

Alert Interval

Enable Threshold Alerts - Ticking this box will enable alert emails to be sent to the specified email address.

Low Data Threshold - Here you can enter a time period of data remaining that, when hit, will send alerts out.

Interval - Here, you can set how often you would like to receive the alerts.

Max Alert Re-sends - Here, you can set the maximum number of alerts resent after the first.

Location Settings

The drop down here allows you to set the geographical location of your MaxContact system. 

Script Execution Policy

Load script from. When a Manual Dial or Inbound Call is sent to an agent which script should the agent see? The Script associated with the Default List on their current Campaign or the Script associated with the List the Lead is in? If no lead is found, the current campaign list will be used.


Call-back script. If a private call-back is placed by an agent, what script should the agent see? 


Inbound matched script. If a lead is found for an inbound call, what script should the agent see?


Inbound not matched script. If no lead is found for an inbound call, what script should the agent see?


Note - These settings override what is set in 'Load Script From', so any inbound (matched/not matched) calls will follow what is set here instead.

Inbound Settings

Lead Lookup Priority - Here you can set which lead the system will look up first when receiving inbound calls.


You can select from the following options;


In Case of Duplicate Leads - You can set the system to choose either the 'First Matched Lead' or to 'Show Search In (Web) Agent'.

  • 'First Matched Lead' will select the first match the system discovers.
  • 'Show Search In Agent' will give the agent a search bar to search for the lead.


Stats List After Lookup - Here, you can select from 'Matched Record's List' or 'List Assigned To The Inbound Plan'.  This is the list the call stats will be associated with after lead lookup.

  • 'Match Record's List' will add the stats to the record's list.
  • 'List Assigned to the Inbound Plan' will add the stats to the inbound plan list regardless of where the record actually lives.

EQT Settings

EQT = Estimated Queue Time


EQT Skip Time - This is the number of minutes, or less, which will cause EQT announcements to be skipped.

EQT Under Time - Here, you can set the number of minutes, or less, which will cause EQT announcements to say “under [n] minutes”.

EQT Around Time - This is the number of minutes, or less, which will cause EQT announcements to say “around [n] minutes”.

Agent Removal Actions

Remove Action Delay - Here, you can set the period of time the system will wait before sending to break/logging them off.  This needs to be entered in seconds. 

Removal Action - Here, you can select the option to go to break/Log off the agent after the time limit.

Removal Action Break - Here, you can select the type of break to assign the agent if that is the action being performed.

Default Result Code - Under 'Default Result Code' you can set the result code to assign the call when dispositioned.



With this option, you can set the agent to go on break or to log off, choose the type of break and select the result code to use when a campaign is paused. 


For example; If the agent left the call in wrap after a call and the campaign is paused, this setting will terminate the call with the chosen result code after the set amount of time.

If the agent is on a call, it will wait for them to finish the call and then if they don't terminate in the remove action delay time, it will auto terminate the call. This is only if the campaign is paused.


If the user is in any other status it will then just listen to the removal action.

Note - This does not act as an 'auto wrap/disposition feature.