Administration: Settings
If you are an Administrator, you can manage and edit various settings related to Outbound.
Read through the article, or click a link below to get started.
In this article:
- Email SMTP Settings
- Password Strength Settings
- System Pause
- Contact Page Customisation
- Contact Page Hot Keys
- Campaign Page Hot Keys
- Report Settings
- Redial Restrictions
- Common
- Dialing Settings
Most Administration Settings on this page have a toggle to enable or disable the setting.
When enabled you can choose to apply it to different parts of your organisation. Here's how it works:
Corporate will enforce the settings to all users in your organisation
Organisation works on a team level, meaning different teams in your organisation can have different settings. This is configured in Manage Organisation > Settings.
User will allow each user to configure their own choice of settings, also in Manage Organisation > Settings.
To access the Settings, expand the Administration drop-down menu and select Settings.
Email SMTP Settings
Under Email SMTP Settings, you can configure a custom SMTP server, or connect SendGrid via an API key:
- Provider: Choose your own email provider from the drop-down menu. SendGrid is the default for all new accounts, but you can choose a custom provider
- API Key: Copy the API key, or click the eye icon to view it
If you have chosen Provider > Custom like in the image below, you will see different options. Gather this information from your own SMTP provider and enter it below:
- SMTP Server
- Port
- Use Secure Communication (SSL)
- User Name
- Password
Using your Gmail account to send emails? You'll need an App Password from Google. Head to this guide to find out how to do this.
Under Testing you can send a test email to ensure the SMTP settings are correct:
- Email From: The email address that will be shown in the from field
- Email To: The email address that the test email will be sent to
Click Check to test the SMTP settings by sending a test email.
Read more about SMTP setup here.
Password Strength Settings
Password Strength Settings allows you to configure how strong passwords for Outbound need to be.
Check the boxes of all of the desired password requirements.
Please note that Password Strength Settings only apply to new passwords. However, if a user with an old password clicks 'Forgot my Password,' then the new password will be created according to the settings applied here.
System Pause
Under Enabling Pause for an Admin, you can allow an admin to pause a session in Outbound , choosing a number of default reasons, or creating custom reasons in Administration Pauses:
Detailed Pause statistics can be viewed in Time Usage.
Timeusage Timeslot Size lets you configure the size in minutes that each System Pause time slot will be. Use the arrows to adjust the time slot size in minutes.
Contact Page Customisation
Colour Theme lets you customise the Contact Page with different colour themes.
Page Layout Edit Mode determines the layout of the Contact Page:
- Standard will display the Lead Master Data on the left side of the screen
- Reversed will display it on the right side.
- Result Master Data will always be displayed in the center of the screen.
Data View Mode allows you to change the layout and position of Lead Master Data:
- Standard will display the Lead Master Data in the full width of the section, with Data Fields in a list view
- Centered will display it in the middle
- Compact with display the Data Fields in two columns, removing the need for scrolling.
Status Bar Position determines the placement of the Status Bar in the Dialer.
Dialer Buttons Position determines the position of the Contact Page Dialer Buttons:
- Fixed will display the Dialer buttons in the same position all the time
- Dynamic will change how the buttons are displayed and arranged, depending on the relevant actions needed by the agent.
Show Agent that Admin is Monitoring their Call will enable or disable the notification an agent will receive when a team leader or administrator is monitoring their call through the Live Operations page.
Contact Page Hot Keys
Under Hot Keys Enabling and Managing, you can configure a number of keyboard shortcuts for frequently used actions:
- Set the shortcut combination for each hot key in the appropriate fields. Each combination must be unique for the hot key to work.
Please note that hot keys in Outbound cannot be the same combination as those configured in your chosen browser.
Consult the user guides for your browser to make sure you don't duplicate any hot keys.
Campaign Page Hot Keys
Like hot keys, Campaign Page Hot Keys lets you configure a number of keyboard shortcuts for frequently used actions on the Campaign Page:
- Set the shortcut combination for each hot key in the appropriate fields. Each combination must be unique for the hot key to work.
Please note that hot keys in Outbound cannot be the same combination as those configured in your chosen browser.
Consult the user guides for your browser to make sure you don't duplicate any hot keys.
Report Settings
Under Enable Total Time Multiplier, you can multiply the time entered in the Report Admin KPI columns to account for agent activity spent away from from the Contact Page:
For example, if you estimate that users in your organisation spend 20% of their work day outside of the Contact Page, set the Total Time Multiplier by 1.2 to account for a standard 8 hour work day.
Redial Restrictions
Under Redial Restrictions, you can restrict an agent's access to Private and VIP Redials if their Campaign access has been revoked. This will ensure that teams will only be able to call leads in the Campaigns they have access to:
- Enabled will allow agents to only access VIP and Private Redials in Campaigns that they have access to.
Please note that VIP Redials will still be tied to the agent that set them, but will not appear in the Dialer when Redial Restrictions are enabled.
Common
Incoming Connection Mode allows for Corporates, Teams, or Users to decide how incoming calls should be answered:
- Immediately will connect the agent and lead immediately
- Click connect, list view will allow agents to select from a list of multiple incoming calls when there are more than one
- Click connect, small info will allow agents to view lead information before connecting to the call.
If this setting is disabled, then the incoming call will connect immediately.
Dialing Settings
Under Alternate Unprocessed Leads and Redials, you can enable the Dialer to pick between unprocessed leads and redials, which changes the statistical chance of connecting to a lead.
When you have finished, click Save to save any new Administration settings, or Cancel to exit without saving.
