Parameters (Teams)

Owned by Olesya Tantsyura
Last updated: Mar 21, 2024
3 min read

1. Description

It is intended for setting dialing parameters.

Consists of fields (Fig.1):

  1. Max count of missed activities;

  2. Delay time after missed activity;

  3. Task accept timeout;

  4. Call accept timeout;

  5. Chat accept timeout;

  6. Wrap up time.

Fig. 1. Parameters tab

1.1. Max count of missed activities

 Here enter the maximum number of unanswered calls that the Agent can have.  If the entered number is exceeded, an Agent is automatically displayed in the break_out status. This parameter is counted by distributed calls that the Agent missed, regardless of whether the client dropped it or the call was distributed to another Agent.

1.2. Delay time after missed activity

Here you enter the interval in seconds during which the Agent will not receive new calls if the Agent missed the call. The time is counted from the missed call to the start of a new call.

1.3.Task accept timeout

Here you can enter the maximum number of seconds to wait for the Agent to accept the task. If the task is not accepted during this time, the task will be distributed to the following free Agent.

If only one free Agent misses this call, the call will be distributed to this Agent again after the time entered in the Delay time after missed activity field.

1.4. Call accept timeout

Here you enter can the maximum number of seconds a Subscriber can wait to connect to an Agent. The call will be distributed to the following free Agent if the Subscriber is not connected to this Agent during this time.

If only one free Agent misses this call, the call will be distributed to this Agent again after the time entered in the Delay time after missed activity field.

1.5. Chat accept timeout

Here you can enter how long the subscriber's chat is distributed to one Agent. If the time is up and the Agent does not accept, the Subscriber is redirected to another Agent.

If you enter 0 - an attempt to connect with the first Agent will occur until the Subscriber leaves the chat.

1.6. Wrap up time

Here you enter the interval between calls in seconds, after which the next Subscriber will be connected to the Agent.

The time is counted from the end of the call or the end of call processing (if configured) to the beginning of the connection with the next Subscriber.

2. Opportunities

2.1. Change the timing

Goal

Change the timing

Goal

Change the timing

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams partition in the Admin application;

  3. Permission to edit or create in the Teams partition;

  4. Have at least one Team or create a new one.

Steps

 

  1. Click on the field you want to change.

  2. Make the necessary changes (the number can be set using the  buttons).

  3. Click the Save button.

Result

Data saved.