Editing Configuration (Account Settings)

Interaction plan PIN

A PIN is required to change the interaction plan remotely. Most likely used in a disaster situation.

Interaction plan

The interaction plan for which you want to change the PIN. The list contains the numbers available in your account.

PIN

The PIN you must provide when required.

You need a PIN number to change your interaction plan remotely. For information about changing your interaction plan, see Changing the active interaction plan remotely.

Transfer settings

Transfer string limit length

The length of an applet transfer string and the maximum length of a short code. The default length is 4.

For information about applet transfer strings, see Configuring applet transfer strings.

For information about short codes, see Configuring short codes.

Transfer wrap time (seconds)

The time in seconds that an agent spends in Wrap Up (Auto) after transferring a call. Transfer wrap time (seconds) is an account-level setting.

The default value is 5.

Outbound settings

Outbound time-out (seconds, maximum 180)

When an agent makes an outbound call, VCC tries to connect the agent to the target agent, short code, queue, and interaction plan for the number of seconds you specify in Outbound time-out. The default is 15 seconds.

Outbound wrap time (seconds)

When an agent completes a call, they go into the Wrap Up (Auto) state after making an outbound call for the number of seconds you specify in Outbound wrap time. The default is 180 seconds. The agent can use this time to make notes about the previous call, for example.

Post wrap state/Post call state

After the agent leaves the Wrap Up (Auto) state at the end of a completed call, the agent goes into the state that you specify in Post wrap state/Post call state.

Available options are:

• Ready

• Ready (Offline)

• Leave Unchanged. The agent goes back into their pre-call state when they complete their outbound call.

  Salesforce only

  This option works only with calls made using Click to dial or Connect in Salesforce. If an agent makes an outbound call using the Make Call button in ContactPad, they go into Ready (Offline) state when they complete the call.

The default is Ready. For information about agent states, see Configuring agent states.

Extended wrap settings

Inbound Extended Wrap Period

Enter a value between 10 and 86,400 seconds (up to 24 hours).

This applies to interactions across all VCC channels and external integrations (e.g., Salesforce).

By default, these settings are empty, and the timer uses the standard auto-wrapup duration.

Once a value is defined:

• Targeted extension: Clicking Extend Wrap increases the timer to that value.

• Recurring use: Agents can still use "Extend Wrap" multiple times; each click resets the timer to your specified duration.

To learn more see, Extended wrap in ContactPad.

Outbound Extended Wrap Period

Consult settings

No answer time-out (seconds, maximum 180)

When an agent clicks to consult with a third-party during a call, VCC attempts to connect the call to the specified agent or telephone number. VCC attempts to connect the call for the number of seconds you specify in No answer time-out. The default is 45 seconds. After this time the consult times out and an error message appears in ContactPad. Allowed values are in inclusive range from 5 seconds to 180 seconds.

Interaction capacities

Interaction capacities indicate the percentage of an agent's capacity used by each interaction type. You can configure these percentages at account level here or, if enabled for your account, for individual agents in User Admin. For information about configuring capacity used by different interaction types, see the How do I set interaction capacity for an agent user? section in Configuring individual users.

Live interactions (such as calls)[51-100]

The percentage of an agent's capacity used by a live interaction, such as a phone call.

Default value is 100.

Semi-live interactions (such as chats)[1-100]

The percentage of an agent's capacity used by a semi-live interaction, such as a webchat.

Default value is 100 or 33, depending on your account settings.

Non-live interactions (such as cases)[1-100]

The percentage of an agent's capacity used by a non-live interaction, such as an email.

Default value is 100 or 25, depending on your account settings.

Optimum load

Optimum load

The ideal capacity that an agent's assigned interactions should consume. VCC preferentially routes interactions to agents whose assigned interactions consume closest to but less than their optimum load. 

Default value is 65.

Maximum idle time

Maximum time that agents able to handle interactions can be idle. An idle agent is one that is available but not working on any interactions. If any potential agents have been idle for longer than the configured time, VCC temporarily disables optimum load and routes the interactions accordingly.

Default value is 30 minutes.

IT contacts

For information about configuring callback numbers, see Configuring IT contacts for your account.

Account location

Location

The location of the call center.

Number display format

The format in which VCC displays phone numbers, for example, in ContactPad. The setting also affects the display of callback numbers for calls routed by the Call Connect Router applet. Numbers in Salesforce when using VCC in Salesforce also use this setting. For information on where this format is used in VCC in Salesforce, see Telephone number formats in Vonage Contact Center in Salesforce.

Region

The host, or cloud, that your VCC account is in. Some features require you to know the cloud your account is in and not just the region.

Your location

API authentication token

Key

You will need your account key to use the various VCC APIs. For information on APIs, see Vonage Contact Center APIs. You will also need to provide an API authentication token. If you do not have a record of this token, you must click Generate token to generate a new token.

Feature permissions

Various

If account feature control is enabled for your account, the features that you can control appear as check boxes. Select the check box or check boxes of the features you want to enable for your account. For more information, see Controlling features for your account.

Callback numbers (bulk)/(single)

For information about configuring callback numbers, see Configuring names for callback numbers.

Skype For Business

For information about configuring integration with Skype for Business, see Configuring integration with Skype for Business.