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Summary of Profile Tab Options

Summarizes the options available in the Home page, Profile tab.

Profile tab option Description

Tenant Name

Shows the name of your tenant. It can be your company name.

The 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 the Agent 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 the 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 Agent Console can select their preferred language separately.

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.

Salesforce Users Limit The number of agents allowed to access integration with Salesforce.
Administration & File Transfer Passwords  

Current Configuration Manager Password

New Password (min.8 chars.)

Retype New Password

Allows changing the password for Configuration Manager account. To change the password, enter the current password first, and then enter the new password.

Note: The password must be 8 characters long.

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 more information about agent recording files, See Configuring Phone Properties. For information on downloading agent recordings, See "Accessing Agent Recording Files"

Miscellaneous Tenant Settings

Time Zone

Refers to your contact center's local time zone.

Specifying the time zone enables the Configuration Manager to:

Tenant Label

Refers to the Tenant Label that appears on top of the Configuration Manager browser window. You can label the tenant different from Tenant ID.

Allow Agents to change name

Allows agents to change their login name for the Agent Console.

Allow Agents to Change Screenpop

Allows agents to change Screenpop window properties such as opening a new Screenpop window, and modifying the size and position of the window from the Agent Console.

Enable SSL for Agent GUI

By default, the Enable SSL for Agent GUI check box is selected and the Configuration Manager uses secure communications.

8x8 strongly recommends that you always use secure communications when working with the 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. Simultaneously agent hears a beep notification to prepare them for the call.
Enable Agent's My Recording Functionality If enabled agents can access My Recording feature from the Agent Console's main menu. This options 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 pop-up If enabled, agents can disable the warning message before transferring the interaction to an unattended queue.

Service Notification - Email Addresses

Administrator's Email(s)

Lists the tenant administrator's email address.

If an Email Channel attempts to retrieve queued emails, and that retrieval attempt fails, then the Configuration Manager sends email notification to the administrator.

For more information about Email Channels, see Configuring 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 Centerl support.

Spam Black / White List

If an Email Channel page, Email Script tab, 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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