StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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  1. II. System Features
  2. 9. Settings
  3. 9.1 Service management (Customer service)
  4. 9.1.4 Configure receiving channels
  5. Channels

Call settings

PreviousBlacklist numbersNextSIP account

Call settings are settings that are generally applied to all system calls.

  • Auto create ticket: enable/disable the recording feature for all inbound and outbound calls. If the case in the queue setting has enabled ticket generation for inbound calls but in the call settings is not enabled, the ticket will not be created.

  • Allow notify when there is an incoming call: turn on/off the feature of notification (alert) of incoming calls when the call comes to the User.

  • Merge missed tickets created from the same contact within the day: users will have 4 options in this setting.

Note: only applied during the day, the next day (after 12pm) still create another ticket.

- Combine all missed calls into one ticket: all missed calls of the same Customer when calling into the system will be included in one ticket.

- Each missed call is a ticket: the system will create a ticket for each missed call.

- Merge missed calls into one ticket and missed calls into one ticket: all incoming calls of the same Customer, if missed calls, will be included in the same ticket. Same goes for missed calls.

- Merge missed calls of the same queue into one ticket and missed calls into the same ticket: all calls to the same queue of the same Customer, if missed calls, will be put in the same ticket. Outgoing calls to the same customer, if missed, will be included in the same ticket.

  • Popup answer URL: when the User makes an outgoing call and the Customer picks up the phone or when the Customer calls in and the User picks up the phone, the system automatically opens a new page according to the assigned URL.

  • Inbound call iframe URL (Ticket): open the iframe in the ticket to embed the Website in the ticket when there is an incoming call.

Hình ảnh: đang lỗi hệ thống

  • Callout iframe URL (Ticket): Opens an iframe in a ticket to embed the Website in the ticket when making an outbound call.

Hình ảnh: đang lỗi hệ thống

  • Embeded URL in popup Webphone: a window will be opened when clicking on the softphone on the system according to the assigned URL.

  • SLA target percent: Percentage of calls that are listened successfully according to the set time. For example: SLA target percent is 80% and the specified time of satisfactory listening is 20s. 4 calls are heard <= 20s, 1 call is heard after 20s. Thus, the rate of answering the phone <= 20s is 80% (4/5) – meeting the set requirements.

  • SLA answer within: the maximum time a user can answer the phone to reach the SLA target percent.

  • End the call when the connection is lost (seconds): after the specified time, if the call is still disconnected, the system will automatically disconnect the call.

  • Ringtone: this is the ringtone User is heard when a call comes in.

Image 1: Call settings
Image 2: Merge missed tickets created from the same contact within the day
Image 5: Embeded URL in popup Webphone