Static Configuration
Configuration of agents for inbound calls can be made within the Name Space Editor (Fig. 1).
Fig. 1 - V10 Name Space Editor
Adding an item or editing an existing one opens the User Editor window (Fig. 2):
User Editor Dialogue
Permissions
The authentication levels allowed from V10:
| Permission Level | Description |
|---|---|
| User | Regular call center agent. Has permissions for any agent functions |
| Supervisor | As agent, but can monitor/ coach and can issue Kill Agent [KA] and Move Agent [MA] commands |
| Configuration | Access to configuration (not yet implemented) |
| System | Currently same as 'Super User' (reserved for future use) |
| Job Control | Softdial Campaign Manager™ Start and Stop campaigns, Reload, Suspend |
| Campaign Admin | All Softdial Campaign Manager™ functions |
| Super User | All roles |
Currently, the Softdial Campaign Manager™ Web Client can only be accessed with Super User authentication.
Station Properties
These check boxes (Fig. 2) are self-explanatory.
Queues
The Queues section includes a 'command' window which can be used to enter messages in SDMP format (as in Dialer Chat). These messages are sent to Softdial CallGem™ when the user logs on.
SDMP message and parameter codes entered here must be upper case.
In Fig. 2, the agent Jane will become a member of queue 250 when she logs on. This will ready her for inbound calls that are bound for queue 250. To set Jane's priority in the queue, a Group Order (queue order) value of 10 has also been set. For an explanation of Agent Priority / Group Order, see Inbound ACD Campaign.