Setting Call Center general properties

  1. Click the Call Center heading.

  2. Click the General Properties link.

    The Call Center Properties page appears.

  3. To enable the Primary Alert time select the Primary Alert check box and enter the Primary Alert time. The default Primary Alert time is zero seconds.

  4. To enable the Secondary Alert time select the Secondary Alert check box and enter the Secondary Alert Time. The Secondary Alert time must be greater than the Primary alert time.

  5. If you use Call Center Reporting, in the CC Reporting Server Password box type the password that Call Center Reporting users must enter to collect data. Type the password again in the Confirm Password box.

  6. If you use Call Center Reporting, select the Enable CC Reporting Data Stream check box to enable reporting data to be collected.

  7. From the Reserved Channels list box select the number of voice channels you want to reserve for Call Center.

  8. From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds. The default is 12 seconds.

  9. From the Supervisor Help From options select all skillsets or agent’s skillsets only.

  10. From the Enable Caller ID options select how you want caller information to be displayed on agent telephones:

    Name with number backup: displays the caller's name for 3 seconds and then the skillset name. If the caller's name is not available, the caller's number is shown.

    Number only: displays the caller's number for 3 seconds and then the skillset name.

    None: displays the skillset name.

  11. Click the Submit button.