Options

From V10.6.821, dialing locale settings are now obsolete and have been removed from the Options window; tenant based locale settings only are available.

These settings determine how Softdial CallGem™ controls the abandon performance according to the dialing location.

Some countries have more relaxed Abandon Rate regulations than others and some have no regulations.

The Dialing Locale setting allows users to configure the Abandon Rate control depending on the territory you are dialing into:

• Global
• USA
• UK
• Canada/ Mexico

If that territory has no Abandon Rate regulations, you may uncheck the Compliance with national regulations checkbox.

Normally the locale config will be set in the Tenant Configuration which overrides this global default setting.

These options determine the system behaviour on receipt of a Notify Event [NE] message (For more details, see Alert Monitor).

Option	Description
Enable Reporting	No longer used. This will be removed at some point
Force Campaign Shutdown on close	When a supervisor stops a campaign, Softdial Campaign Manager™ will normally wait until all calls have been completed and all agents logged out before closing the campaign
Close After...	Sometimes an agent may leave their station without logging out. This setting dictates the maximum time in seconds (from pressing the Stop Campaign button) after which any remaining agent logins will be killed and the campaign shutdown in a controlled manner
Warn Agents of Imminent Closure	If checked, a Campaign Shutting Down [CS] message will be sent to the agent layer advising the number of seconds to shutdown
Station Nailup Timeout	The time to wait before removing an agent from the agent pool (i.e. killing the agent) after a nailed up station is dropped
Attempt Reconnect on Dropped Nailed-Up Station	If checked, Softdial CallGem™ will attempt to reconnect a nailed-up station if it is dropped unexpectedly. Agents may sometimes 'hangup' their stations by accident e.g. during wrap. In this case, after wrap is completed and the call session is ended (with a Transaction Complete [TC]message), Softdial CallGem™ will attempt to reconnect the agent station. If nailup is unsuccessful, the agent will be 'killed' (removed from the agent pool).
Record All Calls (Blanket Recording)	This global setting is normally overridden by tenant, campaign or agent settings. If checked, all calls for all agents on all tenants will be recorded.
Record from Launch (capture call progress)	This setting is normally only used for diagnostic purposes. If checked, all call recordings will commence as soon as the call is launched such that the recording will contain all telephony progress tones and other information which may be helpful in determining optimum AMD parameter settings or reasons for call failures.