Engage Voice | Configuring an account

To configure your account, you’ll want to navigate to Settings > Accounts and select the account you wish to edit. This will direct you to the General page, where you can configure any basic settings for the account. Let’s go over each configuration setting below.

Account Information settings

This section contains basic account setup settings. You’ll find that all the fields here are greyed out and inaccessible. These settings are available for you to view, but they’re only editable by your CSM, so please contact them if you would like to make changes to any of the fields listed here.
  • Start Date: The first day your account is considered active.
  • End Date: The day your account will deactivate (at midnight that day).
  • Security Key: A private security key used to differentiate users making API calls via our legacy system.
  • PCI Enabled: This setting indicates whether your account has enabled our PCI compliance-supporting tools.
  • Concurrent Logins: This setting indicates how many users can be logged into this account at the same time. The default is no limit.
  • Data Shard: This specifies the shard that houses your data.
  • Telephony Server Group: This field indicates which telephony server group this account belongs to.
  • Outbound Server: This field dictates which dialer will be used for outbound calls.
  • DNC Org ID: This is your Do Not Call organization’s identification number.
  • Account Payment Method: This field indicates whether this account is paid via a standard invoicing process or via a prepaid method.
  • Recording Retention (days): This setting specifies how many days the system will keep call recordings before deleting them.
  • Data Retention (days): This field refers to the length of time your data will be available for real-time reporting before it is archived in our historical database.

Account Defaults settings

In this section, you can configure default settings that will apply to the entire account, from primary timezone to Caller ID number.
  • Notification Email: Indicate the email address you wish to use for receiving notifications by default. You will occasionally have the opportunity to specify a different email address for select notifications within the system.

    For this setting, it’s typically a good practice to assign an email address that multiple people have access to. If only one person has access, this workflow can create a productivity bottleneck. And if that one person is unavailable — or, for example, leaves the company suddenly — all access to any data sent to that email address will be lost
  • Email From Address: When you receive system notification emails, this email address will represent the email’s ‘sender.’

    Please note: You might want to whitelist/add this address to your email contact list to ensure you receive important communications.
  • Default Caller ID: This is the default number that shows up as your caller identification number.
  • Offhook Caller ID: This allows you to enter a Caller ID for the system that the agent will see when they receive the system call that initiates an offhook session. Please note that agents will only see this number when using an external softphone or phone (as opposed to the system’s integrated softphone).
  • Phone Rec PIN: This is the PIN number you can use to access your phone recordings.
  • Recording Filename Format: This indicates the format in which you wish to see the filename of your recordings. Options include UIIUII-ANIUII-ANI-DNIS, and UII-DNIS-ANI.
  • Primary Timezone: The main timezone this account will be operating out of. Options: EasternCentralMountainPacificAlaskan, and Hawaiian.
  • Week Starts On: This setting indicates which day marks the beginning of the week for this account. Options: Sunday and Monday.
  • Manual Outbound Default Ring Time: This indicates the maximum length of time a manual outbound call will ring before the system disconnects it.
  • Agent Break Timer (min): This represents the length of time an agent’s break can last. The default is no limit.
  • Agent Lunch Timer (min): This represents the length of time an agent’s lunchtime can last. The default is no limit.
The remainder of the settings in this section deal with audio files. Check out Configuring an audio file to learn how to upload and select audio files to and from your audio libraries.
  • Offhook Whisper: Here, you can select an audio file to use as your offhook whisper. An offhook whisper is the coaching signal you can select to play at the start of every agent offhook session.
  • Offhook Whisper (Ghost Agent): Here, you can select the audio file you wish to use as an offhook whisper for your ghost agents.
  • Offhook Hold: Choose the audio file you would like agents to hear while they are waiting for inbound calls. Please note that if you have an offhook whisper audio file enabled as well, this file will be played after that one.
  • Hold File Default: Choose the audio file you wish to play for customers while they’re on hold. Please note that any hold files you’ve enabled on the queue or campaign level (that is, via Routing or Dialing) will override this setting.
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