1.2 Introduction to dashboard

1.2.1 I dashboard overview

The WCC agent user interface window consists of three main areas: (1) the left menu bar, (2) the upper status bar, and (3) the middle work area.

1.2.2 Toolbar

a. Search:

Search for all menus in the menu bar.

b. Dashboard:

Agent-level dashboard can understand the call status of the entire agent, active seats, did call in, etc.

c. User:

Clients:

Created by agent users.

Click [Add] to enter [General] settings:

• Realm: Each client must have a unique domain, usually using a domain name, which can be used for sip registration, web login, etc. Once the domain is set, it cannot be modified again.

• Client Name: Fill in a customer name, which can be changed at any time.

• Username: The user will use this username to log in to the system. Once set, it will no longer be modified and required.

• Password: The user will use the word password to log in to the system.

• Confirm password: Confirm your password again and make sure the password is the same twice. It is required.

• First name: Please fill in the name of this user.

• Last name: Please fill in the last name of this user, which is required.

• State: The status of the client user can be divided into normal, disabled and paused.

【Advanced】Settings:

• Multiple customer package: Allows the client to create multiple customer packages.

• Time Zone: Please select the time zone of this client, and it will not be modified once set.

• Event: The system can provide three docking methods: call event, agent event and call record, and three can be enabled at the same time:

• Call Events: You can get simple events such as the creation, answering, and hang up of a call.

• Agent Events: You can receive all events in a call along the way, such as agent ringing, agent answering, called ringing, called party answering, hang up, etc.

• CDR: After the call is over, the system will push the call record to the specified address.

• Event Post URL: If you need to receive events from the system, please provide an available address.

• Hidden rate: You can set whether this client user has a hidden exchange rate.

• Recording settings: Please select which type of call you need to be recorded.

• Recording format: Please select the recording formats: MP3 and WAV.

• Recording file format: You can customize the naming rules of recording files, and the available variables include:

  %agentNo,%caller,%callee%year,%mon,%day%hour,%min,%sec
  
  %agentNo: 坐席工号  
  %caller: 主叫号码  
  %callee: 被叫号码  
  %year,%mon,%day,%hour,%min,%sec: 年-月-日-时-分-秒
  

• IP White List: Set an IP in another location, which is inconsistent with the current IP. You cannot log in to this client at this time.

• Auto Deploy Username: refers to the agent deploying using a phone deployment template. After the deployment is successful, check the username that needs to be entered in the configuration.

• Auto Provision Password: It refers to the agent using a phone deployment template for deployment, and check the password that needs to be entered in the configuration after the deployment is successful.

  【话机自动部署具体操作步骤】

  1.在client编辑页面，设置自动部署用户名和密码

  

  2.在物理话机上获取MAC地址（在话机上点击菜单→状态设置，即可看到MAC地址）

  3.登录client用户，进入坐席编辑页面，在【高级】标签下选择提前编写好的话机部署模板，填写话机MAC地址，保存后，重新进入编辑页面，点击【预览】按钮

  

  4.需要填写自动部署用户名和自动部署密码，进入到下图页面后，复制url（红框内）

  

  5.（以yealink为例）登录话机ip地址，在【设置-自动更新】页面填写数据

  • 服务器url：上图红框内的url；

  • 用户名：自动部署用户名；

  • 密码：自动部署密码。

  

  6.点击【立刻更新】，静待几秒，即可部署完成。

  

【Call Settings】:

• Call profiles: According to your needs, you can set out outgoing call file for the user of this client, and you can choose multiple outgoing call files.

• SRTP: Enable encrypted voice stream. If the client has enabled encryption, the TLS mode needs to be turned on in response to registration.

  【 client不开启srtp，而不同话机类型开启srtp情况】

  话机类型/情况	协议类型	话机是否开启srtp	是否能注册上	注册时是否需要开启tls	能否通话
  yealink	UDP	√	√	×	可以正常通话
  	TLS	√	√	√	可以正常通话
  rectel2	TLS	√	√	√	可以正常通话
  AGEphone	UDP	√	√	×	可以正常通话

  【client开启srtp，而不同话机类型不开启srtp的情况】

  话机类型/情况	协议类型	是否能注册上	注册时是否开启tls	能否通话
  yealink	UDP	√	×	做主叫，呼出坐席和外线，坐席和外线会振铃，接通后立刻挂断
  				做被叫，外线和坐席都呼不进来，会听到忙音
  	TLS	√	√	做主叫，呼出坐席和外线，坐席和外线会振铃，接通后立刻挂断
  				做被叫，外线和坐席都呼不进来，会听到忙音
  rectel2	UDP	√	×	不能正常通话，内线外线都打不出去
  AGEphone	UDP	√	×	做主叫，呼出坐席和外线，坐席和外线会振铃，接通后没有声音
  				做被叫，外线和坐席都呼不进来，会听到忙音

• CallerId policy: Users can set polling rules for calling numbers for client, and the change rules will take effect when multiple calling numbers are set.

• CallerId restriction: Please enter all calling numbers that can be used by the client. If there is no input, it means that the customer can choose to use any calling number.

【AI】Settings:

• AI params: Contact the administrator to configure.

• 【API 限制】设置

• SMS: Please set the maximum limit number of SMS calls. When the call exceeds the limit number, stop the call.

• Notification: Please set the maximum limit number of notification calls. When the call exceeds the limit number, stop the call.

• Get Data: Please set the maximum limit number of broadcast calls. When the call exceeds the limit number, stop the call.

• Dial: Please set the maximum limit number of click call calls. When the call exceeds the limit number, stop the call.

【Customer Information】Settings:

• Company Name: Please fill in the company name.

• Registration Address: Please fill in the registration address.

• Telephone: Please fill in the contact number.

• website: Please fill in the company website.

• Email: Please fill in the email.

• V.A.T Reg Number: Please fill in the tax number.

• Bank Name: Please fill in the account opening bank.

• Account Name: Please fill in the account name.

• Account Number: Please fill in your account.

• Office Address: Please fill in the office address.

【Message】Settings:

• Email Server: Select the mail server to manage as the mail server based on the name of the added mail server.

• SMS Profile: Please select a SMS Profile as the route to configure the customer’s SMS message according to the added SMS file name.

【Other】Settings:

• Ban Agent Login From Web: You can set whether the agent can log in from the web page. If the agent is prohibited from logging in with the web, the agent cannot log in directly with the account and password. The page will prompt “The administrator has prohibited logging from the web”.

• Account Session Timeout: Login account timeout time.

• Agent Session Timeout: The agent login timeout time.

• Agent Browser Timeout: If the agent is set to work with the browser, when the browser is closed and this timeout time is reached, the system will check out all dynamically checked-in agent groups (unit: seconds).

• Hide Page Componentst: The hidden page will not be displayed in the left menu of the client (the left side is displayed by default, and the right side is hidden).

Account:

Accounts are used to manage users of the system, such as adding agents, querying reports, updating configurations, etc. By configuring different permission roles for the account, different accounts can have different functional permissions.

Click [Add] to enter [General] Settings:

• Username: The user will use this username to log in to the system.

• State: You can temporarily disable this account.

• First name: Please enter the user’s name.

• Last name: Please enter the user’s last name.

• Password: The user will use the word password to log in to the system.

• Confirm password: Please enter your password again to ensure that your passwords are the same twice.

• Role: The role is used to set the pages that this account can access and the permissions that you have on that page.

【Advanced】Settings:

Memo: You can set some comment information about this account here.

Roles:

Roles are used to control the permissions that users have.

**In the [Add/Edit] role permissions, you can set the [General] setting to name the role.

【edit】:

• Role Name: Please name this permission role.

【Advanced】Settings:

Controls the advanced display permissions for the user page under this role and whether the display is created by the user himself.

【Privilege】Set:

Controls page display permissions for users with this role.

d. Billing:

Billing:

It is the billing of the client. Creating the client will automatically generate the corresponding customer bill. Deleting the client will also delete the corresponding customer bill.

**Click [Edit] to execute the [General] settings.

• ID: The unique ID of the data.

• Client Name: The customer name is the name of the new dealer user and cannot be modified.

• Realm: The domain name is the domain name of the newly added agent user and cannot be modified.

【Billing】Settings:

• Fees to be paid: The fees to be paid for this period.

• Maximum number of seats: The maximum number of seats allowed.

• Payment Method: Select payment method to advance or postpay.

• Credit Limit: Set the available credit Limit.

• Monthly Rental: Set the monthly rent amount.

• SMS: You can learn more about the consumption of SMS this month, the remaining time of the month, the number of SMSs manually added, and select the SMS rate.

• Exhaust: Can learn more about the consumption of money exhaled this month and the rest of this month.

• Actual call: When the system calls the agent, the agent calls back to the customer, and the customer will incur the charge when answering the call.

• Call call: Settings for the call process billing status of the system to the agent-bound phone.

【Bills and Reminders】Set:

• Reminder for insufficient balance: Set the number of reminders after insufficient balance.

• Reminder method: Select the reminder method of your mobile phone number or email address.

  Billing Email Address: Fill in the email address where the bill was received.

  Click the drop-down menu on the set customer page and select [Recharge] to record the customer’s recharge amount and transaction time. If necessary, you can also fill in the notes information.

  

  

e. Voice settings:

DID number:

The DID number refers to the telephone number provided by the telecom operator that can be called into the system. It is the access number when an external call is in, that is, the called number. It is the telephone number announced by the company to the public, and can also be understood as the number dialed by the customer.

**Click [Edit] to enter the [General] settings: Agent users (dealer level) can edit/modify [DID name] and [Client].

• ID: Data unique ID.

• DID Number: Once the did number assigned at the root level is assigned to the agent, the agent cannot change the number.

• DID Name: The DID Name is used to help you identify this number in the system. If the DID name is set, it is used during statistics.

• Client: Assign this did to client.

• Status: When the DID number is disabled, the incoming call will be denied.

• Number of incoming calls: The number of incoming calls this did number this month.

• Incoming minutes: The number of minutes this DID number calls this month.

• Properties: The home information of the DID number (configured in the number homepage menu) will be displayed here.

• Last used date: The last time this number is called.

【Advanced】Settings:

You can choose a country and fill in the notes. These are set at the previous level and the agent level cannot be modified.

Display number:

The displayed number is the calling number, which is the number when calling the customer.

Click [Edit] to edit [External Number]

• ID: Data unique ID.

• External Number: Please enter the display number you want to add.

• Supplier: The agent level can only be viewed, and the editing vendor cannot be changed.

• Client: You can select a client for this display number.

f. Call settings:

Telephone deployment template:

The phone deployment template can be configured directly by the phone settings, and the template content can be added independently for default configuration, which can save more time when using multiple phones.

Click [Add] to enter [General] settings:

• Template name: Please fill in the template name.

• Telephone brand: Please enter the phone model.

• Template content: Please fill in the template content.

g. Monitoring management:

Real-time monitoring:

Agent Team Seating: Select the seat group to be monitored under the client. The seat needs to be checked in and called into the seat group to display data.

Agent Group: Select the agent group that needs to be monitored, that is, the agent group that has incoming calls and active on the same day.

Agent: Select the client to be monitored and continue to select the seat to be monitored. The seat needs to be checked in the seat group to display data.

h. Logging:

Log Record: The system user behavior is recorded as a log.

system:

Backstage tasks:

Background tasks are allowed to program tasks in the system, and they are usually time consuming, such as importing and exporting reports.

Company Information:

On this page you can view and edit the system’s company information.

1.2.3 Toolbar

a. Backstage tasks

You can view the tasks in progress in the background here, as shown in the figure: If there are no tasks in progress, they will be displayed as zero.

b. Notification

Some new messages will be displayed.

c. Language

Agent users can select common language types from this drop-down menu.

d. My information

Including [My Files] and [Exit]

[My Profile] can edit the information of the agent user.

[Logout] Log out of the current login page.