Settings
The Contivio Settings is a set of user-definable configurations which impact the behavior of the contact center. There are seven options to navigate and manage which range from managing your speaker & microphone to call forwarding to logging customer support tickets.
App Configurations
Settings is the tenth (10th) and final option in the Contivio.com Side Bar – directly below Work Assignments. Any changes to the Settings will have an immediate impact on the Apps. An overview of the more common features a user might frequent are as follows:
Audio Settings
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From ‘Audio Settings’ a user can set and manage their ‘Speaker’ and ‘Microphone’ options provided they’re using the Contivio.com App and not an IP phone.. They can also choose to turn their phone ringer off so they’re only notified of an incoming call by screen pop, if configured.
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Call Handling
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‘Call Handling’ is a collection of user options to administer and govern your incoming voice calls. There are four (4) settings to configure:
1. Call Forwarding – set how incoming calls are directed for each scenario:
3. Auto Answered Calls – set your incoming calls to connect immediately or after 3, 5, 7, or 10 seconds. 4. Automatic Play of Audio Files – set the timing to inject a pre-recorded message into a call to ‘Off’, ‘Automatic after call answer’ (and continue with call), or ‘Automatic after call answer, hang up after file finishes’. Warning: To forward calls when signed out, make sure your ‘Busy’ status is set appropriately. This is the default status for an offline user and overrides the ‘All Calls’ setting. |
CRM & Call Data
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‘CRM & Call Data’ is a collection of user options to manage the interactions between the Contivio Apps and the host CRM. There are two settings to configure:
1. Screen Pop – set the behavior of how media will automatically trigger your CRM to open by:
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Phone Position & Notifications
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‘Phone Position & Notifications’ are a collection of user options to manage the behavior of the Client App and the ‘Screen Pops’. There are three (3) on/off settings to configure:
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My Connected Phones
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My Connected Phones shows which phones you're currently logged into. If you're using an IP phone, you'll see your 4-digit extension [email protected]. If you are also logged into the Contivio softphone, you will see an IP address under there as well.
Click on the red arrow to force log out of your IP phone. |
Customer Support
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‘Customer Support’ is a collection of options related to reporting help desk tickets. There is one on/off setting to configure:
To ‘Report an Issue’ is a simple two (3) step process:
Upon hitting the ‘Submit’ button, the ticket is automatically emailed to [email protected]. There is no need to send another email or log it into our online Support Portal. |