System Settings Tab

this section defines global behaviors for your ameyo system user mapping policy maps a user's machine to their phone device this is used to assign telephony channels make sure to enable the call manager at the backend and configure voice resource and call contexts in it before configuring user mapping policies a the administrator can select the phone mapper type values from the drop down to map the extensions with particular ip this option can be used to avoid wrong selection of telephony channel by the user while logging into the system the view of "mapping policy" tab will be changed for every user mapping policy selected here ip multiple user call leg details provider (licensable) this mapper can be used to map an ip with multiple call contexts the applied settings will be applicable for the user who gets the option to select the call context while logging into system this phone mapper type will be enabled after procuring appropriate license component at the center userid mapped call leg details provider (licensable) select it define the default extensions for the selected users the selected users will not be asked to select the extensions after selecting the campaigns at their logon after selecting this option, you have to browse "mapping policy tab" to select the default single or multiple extensions for the users user id based call leg details provider (licensable) this mapper can be used if webrtc is being used this phone mapper type will be enabled after procuring appropriate license component at the center after selecting this policy, the following option is displayed just below it you have to configure webrtc also to use this mapping policy reference document https //sites google com/a/ameyo com/engineering/media pages/webrtc knowledge base/webphone webrtc softphone select this option to let the system select any extension if webrtc is not available manual user call leg details provider (licensable) this mapper policy can be used when no mapping needs to be done ip user call leg details provider (licensable) select it to map one ip with single extension the agent need not to select the extension as the ip is already mapped with an extension while logging into the system the applied settings will be applicable for the user who gets the option to select the call context while logging into system it is the default option knowledge base settings the administrator can define the knowledge base page url here supervisor, agents, and other users will view this page on the home screen of their workbenches modify the value of "knowledge base url" field it's default value is given below\ http //${servername} ${serverport}/ after login behaviour using this feature, the administrator can define the after login behaviour it contains the following two options any one of them can be selected only system the system should automatically make agent available to make the agent automatically available, check "auto available" box user select this option to let agent decide whether to make available or not auto answer if "enable auto answer" is checked then call will be auto answered in all the campaigns of the contact center users with auto call on status will automatically receive the auto dialed and inbound calls and they do not have to answer each call manually only first call offered to the user needs to be answered manually after that all calls thrown by dialer will be auto answered internal chat (licensable) enables or disables the internal chat feature for all users after enabling it, the supervisor, agents, and other users can use the internal chat to communicate with each other a static chat icon will be displayed on the bottom right corner of the interface of every user this feature is licensable, hence for further information on the same, contact support team of ameyo break reasons (licensable) allows you to create and delete the break reasons (e g , lunch, training) that agents can select created break reasons will be applied at system level and same will be visible to agents on ameyo web access while going on break, agents can select the respective break reason this feature is licensable, hence for further information on the same, contact support team of ameyo to add click add , enter a name, and click apply to delete click " yes " to delete the selected break reason deleting a break reason will impact all users, queues, and campaigns where this break reason has been applied already make sure to modify their settings you cannot modify a break reason instead of it, delete a break and add a new one reload configuration these buttons force ameyo to re read its configuration files this is often needed after making backend changes after clicking a button to reload the selected configuration, you have to logout from administrator console and then login again to make it effective a reload metric configuration reloads metric settings b reload processing configuration reloads processing settings c reload logging configuration reloads logging settings d reload license configuration reloads the license configurations e reload system configuration parameter reloads system configuration parameters reloading the "system configuration parameter" also reload the "ic configuration parameter" with one click this button also reloads the autoclose and autoexpire timers with one click there is no need to reload them separately following parameters will be reloaded from here iscustomereditable shouldrunheatvaluetimer smsnotificationcredentials autoclose timer autoexpire timer f reload server preference store reloads server preference store after the changes in mapping policies, always reload the server preference store if there is a change in licenses then reload both license configuration and server preference store crm integration here, the administrator can enable the access to the third party apps including crms such as zoho, zendesk, salesforce, microsoft dynamics, freshsales, and freshdesk mint for some apps like zendesk crm and zoho desk, the oauth for single sign on have to be enabled before authorizing the access the following screenshot displays the authorization of ameyo application server to microsoft dynamics after authorizing a linked third party app, the administrator can click "server side dumping" toggle switch to enable the server side dumping of the data like call duration, etc the administrator can click "unauthorize" button to unauthorize the configured third party app