Configuring Communication Centre Definitions
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- p_demou (Deactivated)
- Frini Pouyiouka
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Table of Contents
Navigating to Communication Centre Definitions
CONFIGURATION > CRM APPLICATION > COMMUNICATION CENTRE > SET UP BUSINESS
What are Communication Centre Definitions?
Communication Centre Definitions are used to establish general business rules related to the functionality of the Communication Centre.
Communication Centre Definitions can be edited, deleted and have their Life Cycle State changed given that Validations & Restrictions are met.
- Navigate to Communication Centre Definitions and explore existing records via the Summary page.
Click on the link (name or number) of the record of your interest to access the Data Entry page and see more detail
Use the Actions Menu to create a NEW Definition, modify (EDIT), or DELETE an existing one.
Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Definition.
Check the Validations & Restrictions Table below for a list of available Actions when working with Communication Centre, including each Action's related validations and restrictions. View the Attributes Table for a comprehensive description of the Communication Centre fields.
Validations & Restrictions
| Action | Validations | Restrictions |
|---|---|---|
| General |
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| Delete |
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Attributes
An * indicates a field is mandatory
Name | Description |
|---|---|
| Main Information | |
| Number | An auto-generated number that uniquely identifies the Communication Centre Definitions |
| Name* | The name of the Definition |
| Alternative code* | An alternative code for the Definition. Unless otherwise specified, the codes for new Definitions default to the Definition's Name initials in capital letters. |
| Description | A description for the Definition |
| State | The state of the Definition which can be 'Active' or 'Inactive'. Only one 'Active' Definition can exist at a time. |
Number of Records AVAILABLE FROM CRM.COM R10.0.0 | Defines the maximum number of records that will be displayed in all of the Communication Centre's sections. If not specified, no restrictions will be applied so all information of the corresponding entity will be displayed. If specified, then in all entity sections, the specified number of records will be displayed. |
Search Settings Provides a list of available search settings divided by area | |
| Search Operator | The default search operator that will be used in Quick and Advanced Search. The options are:
|
| Contact Information | The Contact Information search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
The fields available and the order in which they will appear in each Search can be specified.
|
| Address | The Address search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
The fields available and the order in which they will appear in each Search can be specified.
|
| Accounts Receivable | The Accounts Receivable search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
The fields available and the order in which they will appear in each Search can be specified.
|
| Subscriptions | The Subscription search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
The fields available and the order in which they will appear in each Search can be specified.
|
Access Tokens AVAILABLE FROM CRM.COM R10.0.0 | The Access Token search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
The fields available and the order in which they will appear in each Search can be specified.
|
Rewards Participants AVAILABLE FROM CRM.COM R10.0.0 | The Rewards Participant search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
The fields available and the order in which they will appear in each Search can be specified.
|
Communications AVAILABLE FROM CRM.COM R10.0.0 | Defines the maximum number of Communications created by the logged in user, which should be retrieved when searching for a contact based on logged Communications. If specified, the logged Communications are retrieved in chronological descending order (latest first). |
Allowed Actions | |
| Allowed Actions | The actions available through the Communication Centre Action panel:
|
| CTI Settings | |
| Provider | A selection box with the available CTI Providers. Relevant fields are available based on the selected Provider's required configuration settings. Available Providers are:
|
| Enable | Enables or disables the CTI tool. If enabled, the tool will be available within the Communication Centre for all users. |
Asterisk Attributes The following attributes are available and mandatory if Asterisk Provider is selected
| |
| Hostname * | The Hostname of the Asterisk switch with which CRM.COM integrates |
| Port * | The Port of the Asterisk switch with which CRM.COM integrates |
| Username* | The Username required for integrating with Asterisk |
| Password* | The Password required for integrating with Asterisk. It is displayed on the screen in encrypted form. |
| Log Unhandled Events* | Determines whether CRM.COM will maintain logs regarding events received by Asterisk but not handled by CRM.COM. These events are not related to receiving or making calls. e.g. A redirection of a call event, from one agent to the another, made via the telephone system. If selected these events are also registered in CRM.COM log file. The file can be found on the application server along with the rest of the log files. Use the following paths to view the logs:
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| Log Information | |
| Log Details | The standard set of Log Details information available in all entities |