System Configurator (SC) is a tool for configuring both on-premise and cloud versions of the contact center software.

User interface elements, icons, and personalizing your settings

Accessing and exiting System Configurator

Searching for, copying, and deleting objects (such as users, queues, roles, and profiles), and using the language menu and the Personalize icon

Applying changes, reloading the user interface, activating session tracing, and handling error situations

Configuring voicemail, external agent, Communication Mobile Client (CMC), conference, recording, e-mail, SMS, Batch job server (BJS), IP desk phone, queue callback, and prompts

Configuring number ranges, authentication policies, links between modules (also viewing modules installed into the system), module-specific services, messaging Services, personal data retention times, channel settings, system languages, and custom prompt languages

Managing trunks (formerly gateways), switching routes, generic switching rules, locations, barring groups, and global switching settings

Defining how data is protected and displayed in Reporting, and statistic settings that affect both Reporting and Online Monitoring

Defining search templates and fields in the template, managing directory groups

Creating presence, conference and absence profiles that users use for example in the Communication Desktop (CDT) and Communication Panel applications to indicate their availability

Creating interactive scripts, callback scripts, and static scripts

Managing queues, queue groups, calendars, schedules, prompts, prompt files, skills, and reply templates and folders

Managing custom-made Interactive Voice Response (IVR) applications made with VoiceXML

Editing, starting, and stopping the campaigns that the outbound call center agents execute using Communication Panel

Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously

Importing and exporting various objects (such as OB campaigns, users, and queues), defining import and export related settings, viewing job details and adding new schedules, managing consents