Configuring General Contact Center Settings

  1. Choose Tools > Settings > Contact Center > General.
  2. Configure the settings according to the following tables.
    Table 1. Properties

    Field

    Function

    Refresh History

    Choose how often the information on the History tab page is refreshed.

    If administrators have defined an update interval for each tab page, they override your user-specific settings.

    You can also update the information manually by clicking the tab.

    Refresh Dashboard

    Choose how often the information on the Dashboard tab page is refreshed.

    If administrators have defined an update interval for each tab page, they override your user-specific settings.

    You can also update the information manually by clicking the tab.

    Refresh E-Mail

    Choose how often the information on the E-Mail tab page is refreshed.

    If administrators have defined an update interval for each tab page, they override your user-specific settings.

    You can also update the information manually by clicking the tab.
    Table 2. Supervising Restrictions

    Field

    Function

    Deny Supervision

    Select this option if you want to deny supervising actions.

    Deny Silent Listening

    Select this option if you want that the supervisor is not able to use the Listen (Silent) function. The other supervising actions are still available to the supervisor.
    Table 3. E-Mail

    Field

    Function

    Autom. Focus

    Select this option if you want that the E-Mail view appears automatically when required.

    Allow Personal Address

    Select this option if you want that your personal e-mail address is available in the selection list of the From field.

    Search Limit

    Choose the maximum amount of e-mails displayed in the list view. The displayed number includes the e-mails on your Pending E-Mails list and e-mails in the hunt group queues. (Added in SP04)
    Table 4. View

    Field

    Function

    Show Supervision Button

    Select this option if you want that the Supervision Restrictions button is shown in the toolbar.

    Show All Queues in Dashboard

    To show all queues to which you have rights, select this option. The queues that do not have contacts and the queues to which you have not been logged on are also showed. When this option is not selected, the view shows only the queues you have selected to be displayed in the queue list in the contact view. Note that if you have rights to tens or hundreds of queues, the loading of the view takes some time.

    Changed in SP07.
  3. Click Apply.