Configuring the Personal Center

Procedure

1. Sign in to the AICC as an agent, click the business account in the upper right corner, and select Personal Center from the drop-down list.
   Figure 1 Personal center
   

2. View employee information.

   On the left, basic information about the agent is displayed, including the business account, username, phone number, email address, position, and manager.

3. View agent information.
   1. Click the Agent Info tab to view the agent information.
   2. View the agent ID, agent type, role, softphone number, registration server address, and skill queue on the Agent Info tab page.
   3. Click to download the VRC client to the local PC.
      

      If the screen recording and screen inspection features are not enabled and the system parameter VRC download address is not set, the Download VRC button is not displayed.

   4. Click to download the softphone client to the local PC.
      

      If the WebRTC feature is enabled for an agent, the Download OpenEye button is not displayed.

   5. Click Reset Softphone Password to reset the current softphone login password.
      Figure 2 Resetting the softphone password
      

      Verification Code is available only when Two-factor Authentication Method is set to SMS verification code or Email verification code. You can click Send Code to obtain a verification code.

   6. In softphone number status, check the sign-in status of the softphone. You can also click Unregister to sign out of the softphone.
   7. Click Modify to update Fixed-Line Number/Agent Mobile.

4. Configure personalized settings.
   1. Click the Personalized Settings tab.
   2. Click Edit and configure personalized settings.
      Figure 3 Personal Center - Personalized Settings page
      
      • Conversation Head Portrait: Click Change Avatar to customize an avatar for an agent during a session. Currently, eight avatars are provided.
      • Session Nickname: Agent nickname for a customized session. The value contains a maximum of 20 characters and cannot contain the following special characters: +~!@#$%&*()/=+{};:'",<.>?
      • Personal Work Email: Personal work email address. An email address can be bound to only one agent. If an agent is configured with a personal work email, the priority of the personal work email route is higher than that of the skill queue route in the email channel.
      • Personalized Greetings:
        • Click . You can add a maximum of four greetings in different time segments.
        • Time Range: Select the time range for using the greeting. The start time ranges from 00:00 to 23:00, and the end time ranges from 01:00 to 00:00.
        • Greetings: Content of a customized greeting. The value contains a maximum of 200 characters and cannot contain the following special characters: <>'"/\
        • Click to delete unnecessary greetings.
      • Personal Email Signature:

        A personalized signature can be set for an agent. The signature priority is as follows: agent signature > tenant signature. The tenant signature is the email signature selected in the email channel.

      • E-Name Card:
        

        You must have the Generate an agent electronic business card permission to generate and download an electronic business card.

        • Click Edit to set a personalized QR code.
        • Organization Unit: Select an OU that can be accessed by an agent.
        • Channel Selection: Select an application channel of the agent QR code.
        • Click to generate a personalized agent QR code. An agent can share a link or QR code. A customer can scan the QR code to access the link and directly request the agent to provide services through the WhatsApp channel.
      • Channel concurrency configuration: Specify whether to use the OU configuration for the number of concurrent channels.
      • Multimedia Sessions Concurrently Processed by Agent: Maximum number of multimedia customers concurrently served by the agent. The parameter priority is as follows: agent parameter > OU parameter > tenant parameter (if the value of the tenant parameter is the smallest, the tenant parameter is used). If this agent parameter is empty, it does not take effect.

        If the agent is not bound to a business account, this parameter is not displayed. The value ranges from 1 to 60.

   3. Click Save.

5. Set agent parameters.
   1. Click the Agent parameters tab.
      Figure 4 Agent parameters
      

      Table 1 Agent parameters

      Parameter Name	Parameter Value	Description
      Callout Caller	Default value: - (customized by the agent)	Calling number used by an agent to make an outbound call.
      Agent answer mode	Automatic answer Manual response Default value: Automatic answer	Agent answering mode. The options are Automatic answer and Manual response. The default value is empty, which is consistent with the tenant configuration. If the tenant-level configuration is configured by the agent, the default value is Automatic answer.
      Whether to integrate the OpenEye on the web page	No Yes Consistent with the tenant level Default value: Consistent with the tenant level	Whether to integrate the OpenEye softphone in the web system. The options are No, Yes, and Consistent with the tenant level. To implement this function, the OpenEye must be installed on the local PC of the agent.
      Web-integrated OpenEye Video Display	Default value: - (customized by the agent)	Video display of the OpenEye integrated with the web system. This parameter is valid only when Whether to integrate the OpenEye on the web page is enabled. For example, in the value 0,0,800,380,PiP,Fit, 0,0 indicates the X and Y coordinates of the video position (the upper left corner of the screen is the coordinate origin), 800,380 indicates the width and height of the window, PiP indicates the layout of the video image (PiP indicates picture-in-picture, and SbS indicates side-by-side), and Fit indicates the display mode of the video image (Fit indicates that the video is adapted according to its original proportions with black borders on both sides, and Cut indicates that the video is displayed at full size according to its original proportions and cropped if necessary).
      Whether to play audio and video call alert tones when the browser is maximized	Yes No Default value: No	Whether to play the ringtone of a voice or video incoming call from a customer when the browser is maximized.
      WebRTC auto-registration with sign-in	Yes No Default value: Yes	Whether the WebRTC is automatically registered when an agent signs in.
      Mode in Which an Agent Signs In to a Skill Queue	The options are as follows: Automatic Specified Default value: Specified	Mode in which an agent signs in to a skill queue. The options are Automatic (automatically sign in to the skill queue configured for the agent) and Specified (sign in to a specified skill queue). The parameter modification takes effect after the page is refreshed.

   2. Select an agent parameter, click Edit, and change the value of Parameter Value.
   3. Click Save.
   4. (Optional) Click Reset to restore agent parameter values to the default values.
   5. Click Sync to synchronize the modified agent parameters to the cache.
   6. After configurations are modified successfully, sign in again for the modification to take effect.
   7. (Optional) Select agent parameters in batches and click Batch Reset to restore agent parameter values to default values in batches. Click Batch Sync to synchronize the modified agent parameter values to the cache in batches.