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Summary of Profile Settings

The following table summarizes the options available under Home > Profile:

Profile tab option Description
Tenant Name Shows the name of your tenant. It can be your company name. Configuration Manager adds the value of the Company Name text entry area to the top of the Configuration Manager browser window.
Support Level Indicates your tenant's support level.
Concurrent Access Limit Indicates the maximum simultaneous users that can log into Agent Console or Supervisor Console. Each Concurrent Access requires a Named User. One Concurrent Access and one Named User is synonymous with an agent seat. Named User can also be equivalent to an additional login.
Default Caller ID Specifies the default caller ID for the tenant. This number is displayed to the dialed party as the caller’s phone number when placing an outbound call from Virtual Contact Center.
Version Package Specifies the version of Virtual Contact Center.
Named Users Limit Indicates the maximum number of named users that can be added to the tenant. This field displays your current subscription plus one or two for authorized customer support users. Named User functionality provides for unique personal identity with roles (agent or supervisor) and permissions.

Note: Each Tenant is pre-configured with one or two Named Users at no charge. These are used by authorized customer support personnel for troubleshooting purposes. You can identify the pre-configured users by an assigned group of Virtual Contact Center support.

Language  Read-only reminder of the language used to display the Configuration Manager user interface. This language setting was applied as requested when your Virtual Contact Center tenant was originally created, and it cannot be changed.

Note: Your agents can select their preferred language separately in Agent Console.

Revision Represents the revision number of Virtual Contact Center.
Configured Users Indicates the number of Named Users currently setup in the tenant. The difference between the Named Users Limit and Configured Users are the remaining Named Users quantity that can be profiled.
Administration & File Transfer Passwords
Current Configuration Manager Password  
Configuration Manager - Change Password
New Password  
Retype New Password  
Secure File Transfer Protocol (FTPES)- set password
Password (min.8 chars.)
Retype Password
Enables setting up a password for Secure File Transfer Protocol of agent call recoding files.
For details on agent recording files, refer to Configure Phone Settings.
For details on downloading agent recordings, refer to Access Agent Recorded Calls.
Miscellaneous Tenant Settings
Default Time Zone Refers to your contact center's local time zone. Specifying the time zone enables Configuration Manager to:
  • Correctly interpret the hours of operation specified in the Schedule tab.
    For details on the Schedule tab, refer to Define Business Hours and Schedules.
  • Display time-stamped events in local time.
Other Time Zone Virtual Contact Center supports time zone for global operation by allowing multiple time zone selections within the same tenant. Multiple time zones helps tenants with offices across the world. Supervisors can monitor queue and agent activities based on the local time zone.
Tenant Label Refers to the Tenant Label that appears on top of Configuration Manager browser window. You can label the tenant differently from the Tenant ID.
Default Agent Display Name Select whether you want to display the word "Agent" or the agent's first name. The agent display appears in Agent Console.
Allow Agents to Change Display Name If enabled, it allows agents to change their display name in the Agent Console's Profile page. Display Name helps agents save time and effort to introduce themselves to customers every time they start a new chat. The agent's display name appears in the Agent Console's control panel, Profile page, chat window, and CRM case created after a chat session. It can be modified by the Virtual Contact Center administrator in the Configuration Manager, or if permitted, by the agents in Agent Console. The changes immediately show up in both applications. To prevent agents from changing their display name at the tenant level, clear the Allow Agents to Change the Display Name checkbox under Home > Profile.
Allow Agents to Change Screenpop Allows agents to change screen pop window properties, such as opening a new screen pop window, and modifying the size and position of the window from Agent Console.
Allow Agents to Reject Interactions This option is enabled by default allowing agents to reject interactions. If disabled, the Reject button in Agent Console is disabled preventing agents from rejecting the interactions they are offered. The Reject button in Agent Console appears when an interaction is offered to the agent. You can set up this ability for an agent group, or individual agents. If you disable this option at the tenant level, the checkbox will not show up for agent groups or individual agents.
Enable SSL for Agent GUI By default, the Enable SSL for Agent GUI check box is selected and Configuration Manager uses secure communications.
8x8 strongly recommends that you always use secure communications when working with Configuration Manager. If you temporarily need to disable secure communications for purposes of troubleshooting, clear the check box.
Enable Enhanced Ringtone If enabled, the caller hears continued queue music until an agent accepts the call. Once the call is accepted, a short alerting ringtone is played back to the caller to signal the start of the interaction. At the same time, the agent hears a beep notification to prepare them for the call.
Enable Agent's My Recording Functionality If enabled agents can access the My Recording feature from the Agent Console main menu. This option allows agents to record a voice message for the incoming calls.
Enable transferring to queues with no working agents If enabled, allows agents to transfer interactions to an unattended queue. If disabled, prevents agents from transferring interactions to an unattended queue.
Allow agents to configure warning message popup If enabled, agents can disable the warning message before transferring the interaction to an unattended queue.
Enable off-hook Connection Mode

Off-hook is a persistent connection from the agent’s device to Virtual Contact Center. It removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface. To enable off-hook connection mode for the tenant, log in to Configuration Manager as an administrator and click Enable Off-hook Connection Mode in Home > Profile. Once it is enabled by administrators, agents can click Enable Off-hook Connection it in their Agent Console's user profile.

Service Notification - Email Addresses
Administrator's Email(s) Lists the Primary Administrator's email address.
If an Email Channel attempts to retrieve queued emails, and that retrieval attempt fails, then Configuration Manager sends email notification to the administrator.
For details on Email Channels, refer to Set up Email Channels.
Maintenance Email Distribution List(s) Lists the email distribution list(s) to which maintenance issues regarding the tenant are mailed.
Tenant Email - SPAM filtering parameters
Spam Threshold Level Choose how strictly Configuration Manager filters administrative email messages for unsolicited junk email or spam. By default, Configuration Manager sets the Spam Threshold Level equal to 5. Choose a lower number to apply stricter spam filtering.
Do not choose a spam threshold setting lower than 3 or higher than 7 unless directed to by Virtual Contact Center support.
Spam Black / White List If the Email Script tab in the Email Channel page includes a Check Spam script object, then:
  • Spam Black List: Enter the email addresses whose communications should be classified as spam.
  • Spam White List: Enter the email addresses which should not be classified as spam.
Both the Spam Black List and Spam White List text entry areas support the use of asterisks (*) as wild-card characters.
Tenant Logo
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