See also: Call Centre System Controls Form
This form is displayed when you select System parameters from the CM System Maintenance menu, or you select Parameter defaults from the CM Kerridge Utilities menu.
It enables you to set system parameters for the following parts of CM:
CRM Cost Centre: Code representing the CRM cost centre for customer contact management
Priority to select outbound calls: The minimum priority a user needs to select outbound calls
Priority to over ride best time to call The minimum CM priority an agents requires to override the best time to call flag restrictions in the home page.
Use Tasks?: Not applicable
Decision maker required?: When ticked, a question (specified in Decision maker text) must be resolved before a call can be completed or recycled
Decision maker text: A question (referred to in Decision maker required?) that must be resolved before a call can be completed or recycled
Try Later interval (minutes): Period for re-queuing calls labeled try later
Turn call backs and try later calls to magenta: The number of minutes before a call back or try later call is due when its grid line changes colour to purple
Popup outstanding calls when receiving an inbound call?: When ticked, during an inbound call outstanding calls for the same customer are displayed
Show predicted/actual contact chain: Historic field no longer used.
Telephony Integration?: Use the drop-down menu to select from:
- No telephony
- Soft Phone
- Kphone
- TAPI
Auto Home Page refresh:
Normal: Number of seconds that elapses between the system's checking for new calls
Maximum: Number of seconds that elapses between the system's checking for new calls, and impending try laters and call backs
Auto lock time: the number of second elapsed before the Home page automatically locks 0 second will prevent the suto lock.
Home Page 4th button
This group of fields are historic and have no effect.
Identity token text: text which appears on the Identity tab in the home page, the field enables text entry of upto 50 characters.
Review Token Text: text which appears on the Review tab in the home page, the field enables text entry of upto 50 characters
Script token text: text which appears above the script selection drop downs on the review tab of the Home page, the field enables text entry of upto 18 characters
Amber warning number: When the number of queued calls in the list drops below this figure, the light changes from green to amber
Automatically delete call lists?: If ticked, expired lists or those with no calls left are deleted
Script log archiving: The number of days that elapse before script logs are moved to an archive
Delete from script log archive: The number of days that elapse before script logs are moved to an archive
Dynamic recycle icon: If ticked, the dynamic recycle bin icon is displayed in the Administrator when there are recycled calls
Warn when allocating a call, if agent is due to go on holiday in: Number of days to check ahead when allocating a call.
Tip: If Warn when allocating a call... holiday in contains N, no warning is given.
Shift:
No. of shift breaks: How many breaks in the shift
Shift length in hours: The shift's duration
Shift start time: When the shift begins
Breaks:
Start: When the break begins
Length: Break duration in minutes
Note: The number of active Start and Length pairs is dictated by the value in No. of shift breaks, any extra Start and Length pairs being inactive.
Working Days:
Monday..Sunday: If ticked, the day(s) the agent is at work
Inbound:
Script code: Identifies scripts available for inbound calls displayed as buttons on the Home page tab for quick selection
Note: Up to eight script codes are displayed.
Telephony:
Default inbound script: Identifies the script used for incoming calls if no other is specified
Point of Sale:
Default WIP load script: This is the script to be used when a booking is loaded from the Call activity form outstanding wip grid
Reports in Administrator:
Report ID: Identifies reports available in Administrator
Note: Up to ten report identifiers are displayed.
Courtesy call (Successful follow-up):
Courtesy call reason: Courtesy call contact code
Call back days: The number of days, after the contact is followed up, to make the call
Call back hours: The number of hours, after the contact is followed up, to make the call
Courtesy call script: Identifies the script to use when making the call
Chase-up call (Overdue follow-up):
Chase up reason: Call back reason for chase-up calls (contact code)
Chase up days: The number of days, after the contact is overdue, to make the call
Chase up hours: The number of hours, after the contact is overdue, to make the call
Chase up call script: Identifies the script to use when making the call
Chase up contact code: The code for chasing up an overdue contact
Chase up call list no: Identifies a call list of chase up calls
Chase up call list description: Text associated with the chase-up call list
PUSH BUTTONS:
See the GEDIT form