Call Center Consulting

Is the Maximum Duration for Backup Recordings in the Call Center 15 Days?

Recording file management is configured when you create a call center instance. The backup duration can be 3 months, 6 months, 12 months, or 24 months.

How Do I Query a Tenant ID?

Sign in to the call center and choose Channel Configuration > Call Center Configuration > Basic Information. On the Basic Information page, view the tenant space ID.

What Can I Do If Google Chrome Displays a Message Indicating an Early Flash Version?

Upgrade Google Chrome to 70 or later.

What Can I Do If a Call Is Still in Speaker Mode After I Connect My Phone to the Headset?

Right-click the volume icon, select the playback device, and enable the speaker of the headset on the playback tab page.

How Do I Set the Microphone in the Adobe Flash Player?

In the microphone settings, you can select a microphone and adjust its sensitivity to reduce the echo generated by the speaker.

What Can I Do If the Flash Plugin of the Workbench Breaks Down?

• The flash version is unstable. Check the flash version of other engineers.
• The NVIDIA video card driver conflicts with the flash hardware acceleration. You can upgrade the driver and disable the flash player hardware acceleration.
• The crash-proof sandbox is faulty on the old CPU. Disable the sandbox protection.
  • Windows (32-bit): C:\windows\system32\macromed\flash
  • Windows (64-bit): C:\windows\syswow64\macromed\flash

    Download the recording file, open mms.cfg in Notepad, and add ProtectedMode=0.

What Software and Hardware Devices Are Required for the Call Center?

• Hardware: computer, headset, and microphone
• Software: Google Chrome (70 or later is recommended)

Does the Call Center Allow Users to View Historical Records Such As Calls, Text Chats, and Images?

Recordings can be downloaded, and texts and images can be viewed online.

What Can I Do If My Account Has No Access Permission?

This is caused by incorrect agent account configuration. For details about the configuration, see Managing Employees.

Can the Initial Password Be Changed Later?

Yes.

• When you log in to the system for the first time, the system prompts you to change the initial password.
• The password validity period is 90 days. When the password is about to expire, the system prompts you to change the password.
• If you forget the password, contact the administrator to change the password.

Can I Change the Style of the Call Center Page?

Yes. For details, see Configuring a Page.

Does the Call Center Support Call Recording?

Yes.

What Types of Indicator Reports Does the Call Center Support?

The call center supports agent indicator monitoring. Administrators can view data related to VDNs, IVRs, and voice skill queues in their own tenant space. For details, see Performing Agent Monitoring and Inspections.

Can Indicator Reports Be Customized?

Yes. For details, see Configuring Fullscreen Monitoring.

Can the Call Center Be Integrated with My Existing System or Other Third-Party Systems?

Yes. Third-party systems can directly integrate the lightweight connection bar of the CEC to enable their customer service systems to provide manual voice customer services. For details about the integration method, see Agent Integration.

How Do I Enable TTS in the Call Center?

You need to subscribe to TTS and ASR resources when adding a call center instance so that the TTS function can be enabled in the tenant space.

Why Do My Credentials Not Work When I Re-log in to the Call Center?

If the login fails for three consecutive times, the account will be locked for 5 minutes. You can contact the administrator to unlock the account or reset the password.

What Can I Do If the Resource Center Is Incorrectly Displayed?

If the navigation bar is incorrectly displayed, clear the cache and log in to the browser again. If the problem persists, contact CEC operations personnel.

What Are the Functions of the CMS?

CC-CMS: agent monitoring service, which implements the functions such as fullscreen monitoring, agent monitoring, and report query. It is used for monitoring indicators.

Does the Latest Platform Version Support Fax Sending?

The platform version does not support this function. You may see that the platform has the description of writing faxes, but no actual application is available. Therefore, the CEC solution does not recommend this function.

Can the CCDIS and CCUCS Web Be Co-deployed As Written in the Documentation?

The CCDIS and WAS cannot be co-deployed.

The code structure of the CCDIS is similar to that of the WAS, including the CCUCS. Therefore, the CCDIS, WAS, and CCUCS cannot be co-deployed and use their own configuration page entries. However, the IP addresses of the CCDIS and CCUCS must be configured on the WAS.

Does the Latest Version Support Dual-Channel Recording?

No for now. This function is expected to be supported in 8.16.0 and later.