System Wide Agent Settings

Version 1

    Details

    This Article will go over the settings in IPCM for Global or System wide (Everyone) settings and configurations for Agents in IPCM.


    Resolution

    The Advanced Configuration page for the Contact Center server enables you to configure system‐wide agent settings, including the WrapUp Timeout option, Not Ready reason settings, and agent audit settings for all agents system‐wide.
    The agent group setting (refer to Create Agent Groups on page 74) overrides the system‐wide setting, and the agent setting (refer to Agent Settings Tab on page 79) overrides the agent group setting.

     ** Note: For information regarding the other settings on this tab, not explained in the following procedures, refer to the online help topic "Contact Center Server Configuration: Additional Contact Center Configurations." **

     ►To Configure Agent WrapUp Timeout System‐Wide:
    1 In the Management Portal, click System Configuration>Contact Center Server>Advanced Configuration. The Advanced Configuration page opens.
    2 In the Agent WrapUp Timeout field, select on if you want to enable the Agent Wrap‐Up Timeout option for all agents system‐wide, or off if you do not. The default setting is off (disabled), meaning that agents must manually set themselves to the Ready state after taking a call.
    3 If you selected on in the Agent WrapUp Timeout field, specify in the Seconds field the number of seconds an agent can be in the After‐Call Work state before the server automatically switches the agent to the Ready state.
    4 Click the Update and Commit Changes buttons to apply the change, or click the Discard
    Changes button to discard the change.
    ►To Configure System‐Wide Not Ready Reason Settings:
    1 In the Management Portal, click System Configuration>Contact Center Server>Advanced Configuration. The Advanced Configuration page opens.
    2 In the Not Ready Reasons Are Mandatory field, select yes if you want it mandatory for all agents system‐wide to designate a Not Ready reason, or no if you do not. The default setting is no (disabled), meaning agents do not have to specify a Not Ready reason.
    3 In the Initial Agent Status field, select Ready if you want that status to be set for the agent
    upon login; select Not Ready if you want that status set for the agent upon login.
    4 If you set the Initial Agent Status to Not Ready, you can specify the Not Ready reason default
    (if you created additional Not Ready reasons, or made changes to the names of the default
    reasons, they will appear in the list of options):
    • <no reason>
    • Lunch
    • Break
    • Meeting
    • Away from Desk
    5 Click the Update and Commit Changes buttons to apply the change, or click the Discard
    Changes button to discard the change.
    ►To Configure System‐Wide Agent Audit Settings:
    1 In the Management Portal, click System Configuration>Contact Center Server>Advanced Configuration. The Advanced Configuration page opens.
    2 In the Audit agents field, specify if you want to record agent state changes in the IPCM database for historical reports:
    • Yes ‐ Select this option to enable auditing for agents.
    • No ‐ Select this option to disable auditing for agents.
    3 Click the Update and Commit Changes buttons to apply the change, or click the Discard Changes button to discard the change.