Overview of Global settings (V2)

This article guides you through several settings on the babelforce platform in the section Global settings. This section covers all settings that apply for every call flow, group, queue, etc. that you might have set up in your manager.

The global settings comprise of four subsections that we will go through in the following:

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1. Telephony

2. Phonebook

3. Live logging

4. Agent presence

Let's start with the first one:

 

 

1. Telephony - General agent device call settings and recording control

1.1 Reachability Timeout: most settings for the agent reachability are configured within the call flow, like reachability of agents belonging to certain groups or having certain tags. However, a few are of general purpose: 

mceclip2.png Timeout on Busy - number of seconds an agents stays on line status "busy", if the platform detects that their phone is busy. The default value is 180 seconds.

Timeout on Unreachable - number of seconds to keep an agent on line status "unreachable", if the platform detects that the phone device cannot be reached, e.g. if the phone or device is disconnected, the SIP account is not registered, or the device cannot be reached through the office network. The default is 10 seconds. It is common to increase this setting to 180 seconds or more once a network and the devices are optimized. It is set to 10 seconds by default to deal with networks that have issues with intermittent loss of connectivity at times. If that's the case there is no point in not trying to reach the agent again for many minutes, if the device is actually reachable again after a few seconds.

Timeout on Declined - number of seconds to keep an agent on line status "declined" if the platform detects that the agent has declined a call. The default value is 180 seconds.

NOTE: The line status that we determine depends on the response we get from your devices and through the network. Devices sometimes return "busy" when the user has "declined" a call, or vice versa. Therfore, your settings should take that into account.

 

1.2 WrapUp permissions:

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Allow cancel - if this setting is activated, the agents can cancel the wrapup from within their babelConnect app.

Allow extended - if this setting is activated, the agents can extend the wrapup from within their babelConnect app. 

Max extension period - the maximum time an agent can manually extend the wrapup time.

 If you want to have a closer look at our wrap-up functionality, head over to this article.

 

1.3 Recording Control: if your plan includes call recording control, your agents can control recordings from within the babelConnect app or other widgets/apps connected to babelforce. In the global settings you can adjust the following:

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Hide agent recording controls - hides recording controls if activated.

Allow Delete - if activated this allows your agents to directly delete a call recording from within the babelConnect app. Otherwise, only an admin with access to the babelforce manager app can delete call recordings.

Label used for flagging - define the tag used to flag recordings. If the agent presses the "Flag" button for a recording, the tag "flagged" will be added to that recorded object in babelforce by default. You can change the tag label if you wish.

Allowed Tags for tagging -here you can define your own custom tags so that agents can select these tags for recordings.

 

1.4 Post-Call Settings:

mceclip5.pngYou can use these settings to conduct surveys, for instance. It's a rather complex topic that is only relevant for experts. For more information feel free to read this article.

 

 Now, let's move on to the second part:

 2. Phonebook:

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In the section "Phonebook" you can add all your numbers and the respective labels to keep an overview of the numbers stored in your account. For more information, have a look at this article.

That was a short one. Let's continue with

3. Live logging

mceclip7.pngActivate or de-activate live logging - live-logging is available under Reporting > Live Logs, through the API and through one of the babelforce push streams. Live logging is deactivated by default. If activated, it enables you to monitor your call flow step by step. We encourage you to use it extensively when setting up or changing your call flow or your automation as it simplifies debugging.

4. Agent presence:

This section allows you to define your own custom agent statuses:

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Apart from "Available" which is the only green presence status available, and "Busy", these statuses allow agents to set customized busy status labels defined by you. This could be "busy - lunch", "busy - break", "busy - internal docs", etc. Note that only the "Busy" statuses (hence, the ones where the agent is not available to take calls) can be customized. If you want to know more about this topics, head over to our articles on agent availability in the babelConnect App.

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