Admin Config & Features
Number Masking
Number Masking allows organizations to make customer phone numbers confidential, hiding them from agents and other users. This feature ensures compliance with IT regulatory standards and industry requirements regarding consumer data privacy.
VoiceMail
Voicemail is a feature that stores Voice Messages left by Customers when their call is not connected to an agent for any reason. This feature is licensable and can be configured at both the Campaign-level , Queue-level and User-level .
VoiceLogs / VLA
The Voicelogs tab, or Voicelogs Analysis (VLA) , provides a centralized interface for authorized users to search, filter, listen to, and manage call recordings (voicelogs) and their associated metadata. This feature is crucial for Quality Assurance (QA) , monitoring agent performance, and ensuring regulatory compliance by providing robust tools for scoring, downloading, and amplifying call audio.
Local IVR
A "Local IVR" is a full-fledged Interactive Voice Response (IVR) system that runs locally within a campaign's context. While a standard IVR typically handles incoming customer calls before they reach an agent, a Local IVR is often used during an active call.
Prompts Management
Prompts are voice messages (audio files) that are played to customers during call interactions, typically within Interactive Voice Response (IVR) systems or for features like Voicemail. Prompts are configured at the campaign level by Administrators or Supervisors.
Disposition Plan, Codes & Class
Dispositions are a core feature used to classify the outcome of customer interactions, primarily calls. The entire feature is managed through three components Disposition Code The specific reason an agent selects for call disconnection.
Holiday/Office Timings
The Holiday/Office Timings feature defines the official working hours and holidays for the contact center. It is a fundamental function for managing call center availability, ensuring that system actions and customer interactions adhere to the defined operational schedule.
Callback Management
The Callback feature enables agents to schedule a return call to a customer, primarily used for follow-up or when a customer requests to be called back. The feature supports various callback types, including Queue Callback, Campaign Callback, Self Callback, and Preview Callback .
Customer Provider types
Customer Providers define the strategy for sourcing, prioritizing, and managing customer contact numbers for dialing campaigns. The system supports various providers, each designed for specific outbound campaign goals and complexity levels, including Campaign Based , Lead Based , and the advanced PACE Based Customer Provider.
Fetch Order Policy
The Fetch Order Policy is a specialized, licensable feature found in the Advanced Settings of voice campaigns that controls the sequential logic of customer number retrieval for outbound dialing. Its purpose is to define the exact order in which the dialer fetches customer records from the leads, ensuring critical numbers are prioritized according to business strategy.
Advanced Campaign Configuration
The Advanced settings tab in campaign configuration is where administrators define the core, often technical, operational parameters for a specific campaign. These settings control the campaign’s data sources, disposition logic, user interface, and outbound dialing algorithm performance.
Campaign Settings
Campaign Settings refer to the core set of configurable parameters that dictate the operational behavior, capacity, and service performance of a specific voice campaign (such as Inbound, Outbound, or Predictive). These settings are crucial for establishing system constraints, managing customer interactions, and defining the logic for call identification and routing based on time and service levels.
ACW - After call Work
ACW (After Call Work) Settings define the mandatory time duration an agent is allowed to dispose of or "wrap" a call after the call has been disconnected. This duration starts upon call disconnection and ends upon its disposition .
Customer Distribution Rules
The Customer Distribution Rules feature automates the segregation and distribution of customer data within the system. Its core purpose is to replace the centralized "Customer Segregation" rule functionality and manage customer data at the process-level itself, rather than the system-level.
Reporting & Analytics
Reporting & Analytics provides supervisors and administrators with access to a wide range of historical data and performance metrics for the contact center. These reports are essential for tracking KPIs, monitoring agent performance, understanding campaign effectiveness, and making data-driven business decisions.
Call Recording
Call Recording is the process of capturing the audio of phone conversations. The recordings are stored securely and can be retrieved for quality assurance, training, dispute resolution, and compliance purposes.
System-wide Call Recording
System-wide Call Recording Rules allow administrators to define global policies for call recording that apply across the entire platform, independent of individual campaign settings. This is used to enforce broad compliance and quality standards.
Quality Scoring/ QA Parameters
Quality Audits, or Call Scoring, is the process of evaluating agent interactions against a predefined set of QA Parameters. Supervisors or dedicated Analysts score recorded interactions to measure performance, ensure adherence to standards, and identify coaching opportunities.
Mapping Policies
The Mapping Policies tab in the Administrator Console is used to define rules for associating users (agents) with their telephony details, such as their extension (phone number) and Call Context. The specific interface and configuration steps available in this tab depend entirely on the User Mapping Policy selected in the System Settings tab.
Report Scheduling & Exporting
This feature provides supervisors and administrators with the flexibility to export report data for offline analysis and to schedule reports to be run automatically at regular intervals. This ensures that stakeholders receive timely performance data without manual intervention.