Configuring Contact Center Settings

You must have rights to modify the contact center.

You use this procedure to define settings related contact center.

  1. On the System Configurator main screen, choose System Management > Channel Settings > Contact Center.
  2. Configure the settings according to the following table.

    Field

    Function

    Queue Status Interval

    Enter a value for how often CEM sends the queue status.

    Make sure that you use a value that is applicable in your system. In large systems, a value of some milliseconds affects system performance.

    Update Interval for User's Configuration Data

    Enter a value to define how often Communication Desktop (CDT) receives updated configuration data when you change users’ settings and rights. The CDT users receive the message Administrator has changed settings. Do you want to reload? when changes to the user configuration have been made. If users choose No, their settings and rights are not updated until they reload or log out and log in again.

    The default value is 10 minutes, and the minimum allowed value is 1 minute. To disable this feature, enter 0. If you change the value, the new value is taken into use immediately.

    The configuration data relating to this setting is:

    • Recording mode in System Services > Recording Settings

    • User information

    • User settings

    • Extensions

    • Profiles

    • User service rights

    • Queues

    • Scripts

    • Directory templates

    • Directory groups

    Added in SP04.

    Outbound-related settings are not included in this configuration data. The Refresh button on the main OB Campaigns tab sheet page is used for updating campaign data.

    Allow Queue Calls During Outbound Campaigns

    Select this option if you want that agents can pause an outbound campaign to serve in inbound queues when a condition set for an inbound phone queue triggers the need for extra resources. Define in the inbound phone queue’s Advanced Settings the limit when this inbound/outbound blending is required. For more information, see:

    Use Universal Queue for Routing

    Universal Queue is a new module that can manage contact routing together with CEM Servers. It does not require any separate configuration but current settings for priorities, skills, and waiting times apply. To take Universal Queue into use, select the checkbox, and restart all CEM Servers in the system.

    Note:

    When you select or unselect the checkbox Use Universal Queue for Routing, always restart all CEM Servers in the system.

    Added in 1611.
  3. Save your entries.