Setting Organization Parameters

Prerequisites

Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > System Management > Organization Parameter.
   Figure 1 Organization Parameter page
   

   Table 1 Organization parameters

   Parameter			Description
   Connection Management	Call Control	Agent Answering Mode	Agent answering mode. The options are Custom, Automatic, and Manual.
   		Call Processing After Agent Rejection	Call processing after an agent manually rejects a call. The options are Return call to original queue and set agent to busy and Release call and set agent to idle.
   	Agent Status	After-Call Agent State	State that an agent automatically enters after a call ends. The options are Idle and Wrap-up.
   		Signed-in Agent State	State that an agent automatically enters after sign-in. The options are Idle, Wrap-up, and Busy.
   		Forcibly End Agent Rest After Timeout	Whether to forcibly end an agent's rest when the rest times out. The options are No and Yes.
   		Internal Message Template for Notifying Supervisor of Agent Rest Timeout	Template for sending an internal message to the supervisor when an agent's rest times out. Set this parameter to the internal message notification template ID. If this parameter is not set, no internal message is sent to the supervisor when an agent's rest times out.
   		Mode in Which an Agent Signs In to a Skill Queue	Mode in which an agent signs in to a skill queue. The parameter modification takes effect after the page is refreshed. NOTE: If this organization parameter is set to Agent-defined, the value of the agent parameter Mode in Which an Agent Signs In to a Skill Queue is used. If this organization parameter is set to Automatic or Specified, the value of this parameter is used.
   Service Channels	Common	Multimedia Sessions Concurrently Processed by Agent	Number of multimedia sessions that can be handled by an agent concurrently. Value range: 1–60 Default value: 5 NOTE: In the text chat scenario, if the CTI specifications are eight vCPUs and 32 GB memory, and 60 text chats are initiated to an agent within 6 seconds (Multimedia Sessions Concurrently Processed by Agent is set to 60), a maximum of 10 sessions can be connected.
   		Indicates Whether to Enable the New Special List for Multimedia.	Whether to use the new special list function for multimedia channels. The options are No and Yes.
   	Email	Max. Email Cc Recipients	Number of email Cc recipients when a maximum of 4,096 characters are allowed. The value ranges from 0 to 50. The default value is 20.
   		Max. Email Bcc Recipients	Number of email Bcc recipients when a maximum of 4,096 characters are allowed. The value ranges from 0 to 50. The default value is 20.
   		Max. Email Forwarding Recipients	Number of email forwarding recipients when a maximum of 4,096 characters are allowed. The value ranges from 1 to 50. The default value is 20.
   		Max. Email Drafts Added by Agent	Maximum number of email drafts added by an agent. The value ranges from 1 to 50. The default value is 20.
   		Max. Size of Images in Email	Maximum size of images in a reply email edited by an email agent. The value ranges from 0 to 1024, in KB. The default value is 300.

2. Search for the parameter to be modified based on Parameter Name and Description, click Edit in the Operation column, and enter the parameter value in the Parameter Value column.
3. Click Save.
4. (Optional) Click Synchronize or Reset to synchronize or reset the value in the Parameter Value column.