Call settings
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.
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