System parameters
Author: Łukasz Strumiński
Created: 2023-02-27. Updated: 2023-03-01.
The System parameters tab allows you to configure system settings in detail.
Tabela składa się z dwóch kolumn:
- Parameter - description of the parameter,
- Value - parameter value.
Did you know...💡
The 
icon indicates that the parameter is read-only and cannot be changed.
After changing the parameter value, confirm the changes by clicking the 
button at the bottom of the page.
CAMPAIGN PARAMETERS:
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Allow editing of the status and scripter of all customer records within the currently ringing record
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Number of seconds an agent has to validate a record before setting up another call
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Whether to automatically open a record card in a campaign (for automated agents)
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Number of attempts after which the telephone number is excluded from further call attempts
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Number of attempts after which the record is excluded from further ringing attempts
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Whether to include "Calls abandoned with choice" in calls handled
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Number of minutes after which a call scheduled for an agent falls through to another agent
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Names of fields from the campaign structure whose values are to be sent in API notifications
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Number of days after which a record is deactivated from ringing
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Close the record after setting the automatic status (0 - do not close, 1 - close)
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Maximum percentage of erroneous calls causing the dialer to stop
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Number of seconds an agent has to read a record before setting up a call
- Number of seconds waiting by the system to answer the call
ADVANCED ADMINISTRATION PARAMETERS:
-
Should I switch the status in campaigns to Do not call when the customer calls the inbound queue
-
Time on the basis of which parity for the campaign is calculated (in minutes)
- Period from which the data are presented on the wallboard
CAMPAIGN PARAMETERS:
Absolute number of attempts, excluding the record from subsequent ringing attempts (0 - infinite number)
The number of attempts to make a call to the selected number. Determines how many times the dialer will make a call, for example, to a number that is busy or unavailable. Once the preset number has been made, the dialer will make no further calls regardless of the set call status (taking into account My record and Call status). If set to 0, an infinite number of calls will be made. Default: 0
Do you allow calls to incorrect numbers
Specifies whether it will be possible to manually call the number from the campaign window if it is specified as invalid (wrong). Default: No
Allow editing of the status and scripter of all customer records within the currently ringing record
Determines whether the agent has the ability to edit all statuses and the client's scripter (survey) during the currently running call. Default: No
Do you allow the import of duplicate numbers
Specifies whether the system will import repeating numbers (applies to CSV campaigns). Default: No
Show contact history from all campaigns
Specifies whether the system should show the customer's contact history from campaigns in which they participated. Default: Yes
Number of seconds an agent has to validate a record before setting up another call
The number of seconds (wrap-up pause) an agent has to validate a record (set the status and close the record card) before setting up another call. If he/she does not close the record within the defined time, another record will be assigned to him/her. In the case of a manual or Click2Call campaign, the agent will be put on a wrap-up pause after the call is completed. Default: 20s
Whether to automatically open a record card in a campaign (for automated agents)
Determines whether the system will automatically open the customer's card. Applies to agents who are in automatic mode. Default: Yes
Presentation of an outgoing number
Specifies the number to which the dialer will be presented. The service requires contacting the operator.
Specifies whether the dialer number is to be visible or hidden (private/proprietary number). The service requires contacting the operator.
Number of attempts after which the telephone number is excluded from further call attempts
The number of attempts to make a call to the selected number. Determines how many times the dialer will make a call to a number that, for example, is busy or unavailable. It differs from the "Absolute number of attempts to exclude the record from consecutive calling attempts" parameter in that the attempts does not include My record status - that is, this status is not taken into account when counting attempts. Default value: none
Number of attempts after which the record is excluded from further ringing attempts
The number of attempts to make a call to the selected record (regardless of how many phone numbers are there). Determines how many times the dialer will make a call to a record that, for example, is busy or unavailable. It differs from the parameter "Absolute number of attempts to exclude the record from subsequent calling attempts" in that the attempts does not include the status of My record - that is, this status is not taken into account when counting attempts. Default value: 7
Manual call - allow numbers to be added to the database
Allows you to add numbers to the customer CRM database when the agent is in manual mode. Default: Yes
Manual call - allow manual ringing in the campaign
Allows campaign calls to be made when the agent is in manual mode. Default: Yes
Priority for inbound calls when handling campaigns
Allows the agent to prioritize calls from the hotline when in auto mode for a campaign. Default: Yes
Manual call - allow numbers in the database to be called
Allows you to make calls to numbers in your customers' CRM database. Default: Yes
Ability to select campaigns to which the dialer will not set up calls, despite the agents assigned to them. Default: campaign "Manual outbound calls "
Whether to include "Calls abandoned with choice" in calls handled
Ability to specify whether to include dropped calls with selection among calls handled by agents. Default: No
Number of minutes after which a call scheduled for an agent falls through to another agent
The time, expressed in minutes, after which a call assigned to an agent will go to the next person. By "call scheduled for an agent" we mean a record marked with the system status "My record". Default: 90 minutes. If you enter a value of 0 then the call will immediately go to another agent.
Names of fields from the campaign structure whose values are to be sent in API notifications
This parameter was created to send fields from the campaign structure (if any) whose values are to be sent in API notifications for campaigns. Within this parameter, enter fields from the campaign structure (field names) after the comma. In the case of using notifications for campaigns, then after completing this parameter, information about the fields in the structure (their values) will be sent there.
Number of days after which a record is deactivated from ringing
The number of days after which calls are no longer made to a given number. Default: 0
Specifies the number length (number of digits) prefix for campaign numbers. Default: 6 digits
Activate the tab after the record has been opened
Specifies whether to make the card active when the customer card is opened. Default: Yes
Close the record after setting the automatic status (0 - do not close, 1 - close)
The parameter allows you to decide whether the record card will be closed after setting the automatic status (e.g. Call when the number is busy). If set to 0, the card will not be closed, 1 - the card will be closed. Default: 0
Disconnect the call after the record has been saved
After the agent saves the record, the call will be automatically disconnected (applies to predictive dialer). Default value: No
Specifies the maximum number of drops, that is, calls to a number (customer) that did not receive an agent. A drop is when the system reached the customer, but there was no free agent to give the call. One of the reasons why spikes can occur is if the over-call rate is set too high. If such calls exceed the defined value then the dialer will not ring for a while. Default: 5
Maximum percentage of erroneous calls causing the dialer to stop
The maximum number of invalid calls (wrong numbers or unable to complete a call), beyond which the dialer will be stopped. Default: 60
Maximum value of the overcall rate
This parameter allows you to optimize the performance of the predictive dialer. It indicates the maximum number of customer calls the dialer is to make including the currently running calls. When this value is exceeded, the automatic operation of the dialer (predictive) is partially stopped. Default: 10
Minimum value of the overcall rate
This parameter allows you to optimize the performance of the predictive dialer. It denotes the minimum number of customer calls the dialer is to make including the currently running calls. When this value is exceeded, the automatic operation of the dialer (predictive) is partially stopped. Default: 1
Did you know...💡
The parameters "Maximum value of the overcall rate" and "Minimum value of the overcall rate" are related to each other and counted per agent, and depend on the availability of agents. Example: If we have 2 agents with the maximum value at 10 and the minimum value at 4 then the dialer for these agents will make such calls in the range of 8-20. Similarly, if there were 4 agents then with the same values of the overcall rate will already be 16-40.
Whether to use the detection of answering machines
The mechanism detects answering machines (including fax machines). Default: No
Number of seconds an agent has to read a record before setting up a call
The time, expressed in seconds, that the agent has to read the record card before the call is set up. This parameter applies to the preview dialer. Default: 0
Show the closing icon on the record tab
The parameter allows you to decide whether the closing icon (cross) should be visible on the record card. Default: Yes
Encoding of special characters in SMS
The parameter allows you to specify how special characters will be encoded in sent SMS. Default: 16 bits (maximum 70 bits).
Number of seconds waiting by the system to answer the call
The time, expressed in seconds, that the system will wait until the person to whom the call is made answers the phone. Default: 25
ADVANCED ADMINISTRATION PARAMETERS:
The parameter allows you to set the default queue to which calls are routed on the IVR.
The parameter allows you to set the default SMS mailbox, which, when there is more than one active mailbox for sending, will be automatically selected.
Link to external CRM for e-mail addresses
Parametr pozwala na otwarcie w osobnej karcie przeglądarki wprowadzonego linku w ramach karty klienta/zgłoszenia/czatu na bazie adresu e-mail. Zmienna dla adresu e-mail ma postać {{EMAIL}}.
Link to external CRM for telephone numbers
The parameter allows you to open in a separate browser tab the entered link within the customer card based on the phone number. The variable for the phone number is of the form {{PHONE_NUMBER}}.
Blocking the editing and deletion of users
Ability to block editing and deletion of system users. The parameter is read-only. Default: No
Open a window with tickets after the agent answers the call
Allows you to specify whether a notification window will automatically open when a call is received at the hotline. Default: Yes
Should I switch the status in campaigns to Do not call when the customer calls the inbound queue
Ability to specify whether after a customer calls the hotline himself, the status of his record will be set to Do not call.
Time on the basis of which parity for the campaign is calculated (in minutes)
The time expressed in minutes, based on which the parity in the campaign is calculated. Default: 60 minutes
Whether to play information on working hours
The parameter allows you to set whether the information about working hours will be read. Default: Yes
Showing customer data during a call. Default: No
Period from which the data are presented on the wallboard
The time (expressed in hours) from which data is presented on the wallboard. Default: 1 hour
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