Tenant Settings
You can use the Webex Contact Center Management Portal to configure the tenants that your administrator provisions for your enterprise. To view the tenant settings for your enterprise, click your enterprise name under the Provisioning module in the navigation bar.
Click the following tabs to configure the tenant settings:
General Settings
The General Settings tab displays the following settings.
In the following table, the cross mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.
To modify the settings, click Edit at the bottom of the page.
Setting |
Description |
Tenant |
Partner |
Webex Contact Center |
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Tenant Details |
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Name |
The name of your enterprise. |
✓ |
✓ |
✓ |
Description |
(Optional) The description for your enterprise. |
✓ |
✓ |
✓ |
Time Zone |
The time zone that you provision for your enterprise. For more information, see About Time Zones. |
✓ |
✓ |
✓ |
Status |
The status of the tenant. You cannot change the status of the tenant. |
Desktop settings
The Desktop section displays the following settings.
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Agent experience: Set the inactivity timeout and auto wrap-up interval.
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Voice features: Enable or disable force default DN, end call, and end consult.
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RONA timeouts: Configure RONA (Redirection on No Answer) timeouts for unanswered calls.
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System settings: Set lost connection recovery timeouts.
Manage RONA timeouts
The contact center administrators can manage the Redirection on No Answer (RONA) timeout settings for agents and customers.
To configure the RONA timeout settings for both inbound and outbound call scenarios:
Procedure
Step 1 |
Log in to the customer organization on Control Hub. |
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Step 2 |
Navigate to . |
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Step 3 |
In the RONA timeouts section, enter the timeout values in seconds, for the channels. The table shows the default value and the allowed range for the RONA timeout settings.
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Step 4 |
Click Save. |
Provisioning
The Provisioning tab displays the following settings. The partner administrator and the Webex Contact Center administrator specify these settings.
To modify the settings, click Edit at the bottom of the page.
Setting |
Description |
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System Profile |
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Workforce Options |
Allows the supervisors to manage the human resources. Supervisors can proactively analyze and adjust for daily realities and make smarter decisions to manage resources to optimize service levels. Workforce Options enable one or more of the following Workforce Optimization options for your enterprise:
The availability of these features depends on your license. Contact your organization administrator for more information. |
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Campaign Management |
Enables the third-party software List and the Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports. The availability of this feature depends on your license. Contact your organization administrator for more information. |
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Speech Enabled IVR |
If this setting is Yes, your enterprise allows customers to post questions or concerns in plain language to the system. The availability of this feature depends on your license. Contact your organization administrator for more information. |
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Web Callback Option |
It is a default feature that enables Web Callback for your enterprise. For more information, see About Web Callback. |
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Recording Storage |
The number of months for which the system stores the call recordings. The system calculates the time using the formula: There are 31 days in a month. The system adds a day to the total number of days before deleting the recordings. Thus, 1 month means 32 days, 2 months mean ((31*2)+1) days = 63 days, and so on.
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Settings
The Settings tab displays the following settings. An asterisk (*) indicates that the settings are not available to tenants with standard licenses.
In the table below, the ✓ mark in the Tenant column indicates the settings that authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.
To modify the settings, click Edit at the bottom of the page.
Setting |
Description |
Tenant |
Partner |
Webex Contact Center |
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---|---|---|---|---|---|---|
Call Settings | ||||||
Short Call Threshold |
The time interval, in seconds, to determine whether the call is short or abandoned. |
✓ |
✓ |
✓ |
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Sudden Disconnect Threshold |
The time interval, in seconds, to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected if the call terminates within this time interval after it reaches a destination site. |
✓ |
✓ |
✓ |
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Maximum Active Contacts |
The maximum number of active conversations that you allow for the channel type. The maximum number of inbound or outbound conversations cannot exceed this value.
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✓ |
✓ |
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Inbound Maximum Active Contacts |
The maximum number of active inbound conversations for any channel. This includes calls, emails, or chats from all the sites, teams, DNs, queue, and ongoing calls, emails, or chats. The system drops any contact beyond this number. |
✓ |
✓ |
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Outdial Maximum Active Contacts |
The maximum number of active outdial calls, emails, or chats across the tenant at any point in time. |
✓ |
✓ |
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Other Settings |
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Allow Agent Threshold |
If you set Yes, the system enables the Agent Threshold Alert feature for your enterprise. All tenants with a Standard or a Premium license have Agent Threshold Alert. Note: As of now, this feature is not available. |
✓ |
✓ |
✓ |
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Maximum Callback Attempts |
The number of times the system attempts a requested callback if the initial callback attempt fails. |
✓ |
✓ |
✓ |
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Retry Callback Interval |
The number of seconds between the callback attempts in case the initial callback attempt fails. |
✓ |
✓ |
✓ |
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Pause/Resume Enabled |
If you set Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information. If you set No, you can later enable this feature for individual queues.
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✓ |
✓ |
✓ |
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Recording Pause Duration |
This setting specifies the time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call. |
✓ |
✓ |
✓ |
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Record All Calls |
If you set Yes, the system records all inbound and outdial calls. If you set No, the system records calls based on the settings for each queue. |
✓ |
✓ |
✓ |
Module Permissions
Note |
These configurations are accessible only to the Cisco Solution Assurance team. To configure these settings, contact the Cisco Solution Assurance team. |
In the following table, the check mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.
To modify the settings, click Edit at the bottom of the page.
Setting |
Description |
Tenant |
Partner |
Webex Contact Center |
---|---|---|---|---|
SBR Enabled |
Set to Yes to enable the Skills-Based Routing (SBR) feature for your enterprise. |
✓ |
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Maximum Skills |
The maximum number of skills that you can define for your enterprise. |
✓ |
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Maximum Text Skills |
The maximum number of text skills that you can define for your enterprise. |
✓ |
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Multimedia Enabled |
Set to Yes to enable the Multimedia feature for your enterprise. For more information, see Configure Multimedia Profiles. |
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Maximum Channels Per Profile |
The maximum number of channels that you can specify for a multimedia profile. You can use this feature, only if your administrator enables the Multimedia feature for your enterprise. For more information, see Multimedia Profiles. |
✓ |
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Voice Callback Enabled |
Set Yes to enable the Callback call control block for call control scripts. For more information, see Callback Block. A Yes setting here automatically enables Web Callback Enabled. |
✓ |
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Web Callback Enabled |
Set Yes to enable the Web Callback feature for your enterprise. Note: When you enable Voice Callback Enabled, the system automatically enables Web Callback Enabled. You cannot disable it from here. |
✓ |
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Recording Management Enabled |
Set to Yes to enable the Recording Management module for your enterprise. |
✓ |
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Recording Pruning Strategy |
Enable the Recording Management module to specify the recording pruning strategy for your enterprise. |
✓ |
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Pruning Value |
Specify the value for the recording pruning strategy. Time Based strategy is the only available strategy. The system calculates the Time Based pruning strategy according to your Additional Recording Storage license. For the Time Based strategy, define the number of days to retain the recordings. The system deletes the recordings after the specified number of days. |
✓ |
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Analytics Enabled |
Set to Yes to enable the Reporting and Analytics module and the Business Rule module. |
✓ |
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Pruning Value |
Specifies the value for the selected recording pruning strategy as either 0 for No Pruning or one of the following values:
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✓ |
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Recording Pruning Strategy |
If the Recording Management module is enabled for your enterprise, specify the recording pruning strategy for the enterprise: No Pruning, Time Based, Agent Minutes, or Storage Based. When a change is made to this setting, an email is sent to all users who are authorized to change the setting. |
✓ |
Other Permissions
Only the Cisco Solution Assurance team can configure the settings described in the table below. To configure these settings, contact the Cisco Solution Assurance team.
Setting |
Description |
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Number of CAD Variables |
The maximum number of active call-associated data (CAD) variables that you can configure. For more information, see Call-Associated Data Variables. |
Maximum Address Books |
The maximum number of address books that you can configure for your enterprise. For more information, see Create an Address Book. |
Maximum Entry Points and Queues |
The maximum number of entry points and queues that you can configure for your enterprise. |
Enabled Leg Recording |
Set this option to Yes to create the following files for each recorded call:
Currently, Enabled Leg Recording is a custom setting. Set this option to No to disable Enabled Leg Recording. |
Multiple Time Zone Enabled |
Set this option to Yes to associate the entry points and queues with time zones. If you do not specify a time zone, the system provisions a time zone for your enterprise. Set this option to No to disable Multiple Time Zone Enabled. |