Configuring Public Resources

Modifying Policy Information
A tenant administrator can directly modify the agent call policy of the tenant space without contacting O&M personnel. The policy information includes the call allocation mode, rest queuing policy, whether to release calls not answered for a long period, and whether to set agents who do not answer for a long period to the busy state.
Viewing Interconnection Parameters
Interconnection parameters are the AK/SK authentication information of the current tenant space. When a tenant invokes the AICC through the API management platform, the AK/SK can be used to obtain a token.
Configuring Parameters
A tenant administrator can configure tenant parameters to control the running mode and function rules of the system. For details about the parameters, see the Description column.
Adding Customer Numbers to the Special List
An agent can add customers who make harassing calls to the blocklist. Calls from blocklisted customers are not transferred to manual service and do not occupy manual resources. The agent can add VIP customers to the redlist to receive notifications of calls from redlisted customers.
Configuring the Channel Special List
A tenant administrator can restrict specified or all channels by special list level.
Managing Certificates
A tenant administrator can import certificates for management purposes.
Configuring Email Special List Rules
A tenant administrator configures the email special list, which is the email address blocklist, to block emails that do not need to be received. Agents cannot send emails to blocklisted email addresses (including email addresses of recipients, Cc recipients, and Bcc recipients).
Configuring SMS Special List Rules
A tenant administrator configures the SMS special list, that is, the mobile number blocklist, to block SMS messages that do not need to be received. Agents cannot send SMS messages to blocklisted mobile numbers.
Configuring Resource Dump Tasks
A tenant administrator creates resource dump tasks to transfer business resource data to specified locations.
Managing Menus
The preset menus in the system can be searched. In addition, a tenant administrator can create or delete customized menus.
Managing Email Signatures
After a tenant administrator adds an email signature, enables the email signature switch, and selects the email signature during email channel configuration, the configured email signature is carried when an agent replies to or forwards an email. This section describes how to add an email signature.
Configuring Message Flow Control Rules
A tenant administrator can configure message flow control rules to control WhatsApp and SMS messages.
Configuring UC Integration
A tenant administrator can configure authentication information for the AICC to connect to Microsoft Teams and synchronize online experts of Microsoft Teams. AICC agents can initiate call transfer, help seeking, and three-party calls to experts of Microsoft Teams as required.
Managing Emails
A tenant administrator can view and manage customer emails and forward emails to specified employees on the Email page.
Configuring External Numbers
A tenant administrator can configure external numbers so that agents can select external numbers from the external number list during call transfer, consultation, and three-party calls.
Querying Operation Logs
Operation logs are used for security audit of user operations. An administrator can query operation logs to view operation records.
Querying Sign-in Logs
Sign-in logs are used to trace agent operations, facilitating fault locating. Agent sign-in records on a specified date can be queried.