View and Edit Organisation Settings

Your organisation and any sub-organisations are set up by Content Guru but you may edit some details.

  1. Select Organisations > View Organisations. The screen columns have the following meanings:

Column

Meaning

ID

The organisation's unique system-generated ID.

Name

The organisation's name.

Created

The date the organisation was created on the storm platform.

Internal Prefix

The organisation's prefix for internal calls, if there is one.

External Prefix

The organisation's prefix for external outbound calls.

CLI

The organisation's telephone number.

  1. Click the Edit  button next to the organisation/sub-organisation.

For the meanings of the settings on the screen, refer to the on-screen field descriptions and the following notes:

Parameter

Notes

Use non-current licensing model

Do not change.

Enable restriction of agent channels

Do not change.

Enable multiple sessions

Do not change.

Internal Prefix Digit

The organisation's prefix for internal calls, if there is one.

External Prefix Digit

(optional) The prefix for external calls.

Note: this prefix must be used for all outbound calls to numbers that are not designated as emergency numbers on storm. This includes, for example, the NHS non-emergency number 111.

Default Domain

Do not change.

Outgoing Domain

Do not change.

Use Outgoing Domain in From Address?

When this check box is selected, the Outgoing Domain (or the Default Domain when Outgoing Domain is left blank) is used in the 'From' header for outgoing VoIP interconnect calls. When the Use Outgoing Domain in From Address? check box is cleared, the Specify Outgoing From Domain? check box is displayed. When the Specify Outgoing From Domain? check box is selected, the Outgoing From Domain field is displayed. Enter the domain to use in the 'From' header for outgoing VoIP interconnect calls in the Outgoing From Domain field.

Note: please contact your support representative before changing this setting as your call routing will be affected.

Outgoing Domain Billing Type

Do not change.

Organisation CLI

The CLI used for calls made from extensions at this organisation which either do not have a Destination Address assigned or have CLI Presentation set to Organisation.

Release Code

The code used for logging out of an end-user device such as an IP phone. The user enters * followed by this code (by default, the release code is set to '00000').

Supervisor PIN

The PIN used by supervisors to listen to calls by users in the groups they supervise.

Default Routing Collection

Do not change.

Routing Address Group

Do not change.

Hold Music

The drop-down list contains the audio files that have been configured for your organisation. This is not the same as the background music that callers to the Switchboard will hear.

Play Tone on Transfer?

Select this check box to play a tone to the person a call is being transferred to while the caller is being put through to them. If the check box is left clear, no tone will be played.

Default Call Park Music

Select the file to provide the music to be played to callers in a call park area (this can be overridden on a per extension basis - See Create a Call Park for more information).

Default Call Park Timeout

The duration (in seconds) that a caller is kept in a call park area if a timeout is not specified for the call park extension.

Outbound Proxy

Do not change.

Caller Display Format

Not all phones support this feature.

Display External Contact Names

Select this check box if the contact's name is to be displayed when a call is received from an internal or external number that the system recognises.

Auto-load Personal Portal Contact DTA

Provided to support legacy systems.

Require Personal Portal Authentication

Provided to support legacy systems.

Personal Portal Cookie Lifetime (Days)

Provided to support legacy systems.

User Password Lifetime (Days)

Provided to support legacy systems.

Administrator E-mail

Provided to support legacy systems.

Emergency Suffix Type

Do not change.

Currency

Do not change.

Supervisor Web Monitoring

Enables supervisors to perform monitoring via a supervised group using a button on the VIEW interface. See the VIEW User Guide for further details.

Supervisor Verification

Determines the security details supervisors use to access a supervised group - either the organisation PIN, or the supervisor's own PIN.

Ensure 'Use Agent Star Code and PIN' is selected.

Note: for security reasons it is not recommended to set 'Supervisor Verification' to the organisation PIN. 

Exclude pickup calls from missed calls

When cleared, when a call is made to a hunt group and the call is not answered, the missed call appears on each handset belonging to the hunt group.

Device Account Label Display Mode

Sets the account label displayed on a handset (provided the handset supports this feature) when a user logs in to the phone. The options are:

Disabled: the organisation default label when the device registers to the platform.

Extension: the user’s extension number, for example ‘223’

Full Name: the user’s first name and last name, for example ‘Bill Upton’

Extension - Full Name: for user’s extension and full name, for example ‘223 - Bill Upton’

Full Name - Extension: the users full name and extension ‘Bill Upton - 223’

Default Device Account Label

The text to be displayed when no user is starcoded into the phone.

Note: this option and the preceding one are currently only supported for certain handsets. Other devices will display the default organisation label when they register to the platform.

Enable scheduled agent logoff

When selected, the option Scheduled agent logoff time (see below) is displayed. When cleared, agents who do not log out of DTA remain logged in to DTA.

Scheduled agent logoff time

Enter the time when all agents who are logged in to the DTA will be logged off automatically. For example, enter 19:00 to automatically log off any agents who are still logged in at 7pm.

Agent Email Address

This can be overridden per site, per queue and per agent group.

Enable daily statistics reset

Do not change.

Daily statistics reset time

Do not change.

Enable CRM Integration

Allows you to enable or disable web services used to integrate with your CRM system. Tick the field to enable this functionality.

Play Busy Tone On Return to Response Script

If FLOW routes a call to a PBX user but detects that the destination is busy, this field determines whether the caller will be played the busy tone as the FLOW script resumes.

Organisation Language

Selects the default language that will be used to play system defined prompts within call treatments for this organisation. This default language can be overridden at the treatment level by changing the treatment language on the Add Treatment or Edit Treatment pages.

Include Supervisor in Recording

This applies when a supervisor barges in to a call.

Order history items by last interaction date

The most recent items are displayed first.

Assign function codes to custom unavailable states

When selected, functionality is enabled allowing you to assign keypad key sequences to your organisation's default custom user states. Organisations that do not use DTA may use this option, combined with a hardware template, to configure the quick-dial buttons on the telephone handset to use a starcode, and display a description of the button's function.

Enable End Conference button/End conference if one party remaining

These refer to the three-way conferences that users can set up in mid call.

Maximum Conference Duration

The maximum amount of time (in minutes) for which a conference is allowed to run if the owner leaves the conference before the other parties have finished talking. This cut-off is applied only if the conference owner has left the conference, and is intended to prevent such conferences from continuing indefinitely.

Note: the timeout applies from the point at which the conference started (and not the time the owner left the conference). If the owner leaves the conference after the timeout has been reached, the conference is immediately terminated and a prompt played to the other parties advising them that the conference has been ended.

Whisper Prompt Transfer Mode

Defines the circumstances in which a whisper prompt will be played to the target of the transfer when a call is transferred.

Enable Voice Quality Announcement

If any of your organisation's sites will handle voice calls over the internet (with potential degradation of audio quality), this check box allows you to configure how they will be handled by default.

Select this check box if the default is to play an announcement to callers. Then select the prompt to be played by default. You can then use the Inherit Voice Quality Announcement Settings? check box to select a different prompt for each site, if required.

Leave this check box blank, if, by default, no announcement will be played to callers (but you can set announcement prompts at site level).

Speed Dial Profile

Select the organisation-level speed dial profile.

Bypass Outbound Call Barring via Speed Dial Ranges

Select this check box to enable the functionality used to configure call barring profiles so that users can make outbound calls to barred numbers in a profile using speed dial values that are included in a speed dial profile.

Note: speed dial values cannot be used to override barred numbers inherited from a parent  organisation.

Enable webchat inactivity timer

Select this check box to enable web chat timeouts. Use the fields provided to define how long (in minutes) a web chat must have been idle before the guest is sent a warning message; and how long (in seconds) the guest has to respond to the warning message before the web chat is terminated.

Enable Priority Routing

Determines which method your organisation will implement to prioritise incoming communications in situations where agents are servicing multiple queues.

Leave the check box clear to use the default method, whereby priority is set at queue level, with configuration rules based on timeouts that move communications from one queue to another with a higher priority.

Select the check box to implement a method whereby priority is set at communication level, with configuration rules based on timeouts that increase a communication’s priority within a queue.

Note: this new functionality can be used only in conjunction with storm CONDUCTOR.

Call Hold

Enables calls to be put on hold.

Call Transfer

Enables calls to be transferred to another user, group or destination.

Call Forward

Enables calls to be forwarded. Select this check box to allow users to enable call forwarding from the DTA.

When this check box is selected, a panel is displayed that allows you to set the Call Forwarding Function Code. When a number is entered in this field, users can set call forwarding from the handset they are logged in on. The call forwarding function code is a * followed by the number PBX users can press on their handset to enable call forwarding. Users can either enter the call forwarding function code and then they can listen to the prompt telling them to enter the number to forward their calls to, or they can enter the call forwarding function code immediately followed by the telephone number they want to forward their calls to (without waiting for the prompt).

Note: when setting the Call Forwarding Function Code, ensure the code is not already used (for example, as a custom status or as a star code for starting call recording).

 

Examples:
If the call forwarding function code is set to *41, to forward all calls to extension 2222, the user would press *412222, or to forward all calls to the external number 01344304344, the user would press *4101344304344.

When a valid number has been entered, the user will hear a confirmation message indicating that call forwarding has been enabled.

Note: users will not be able to forward calls to emergency numbers such as 999.

To cancel call forwarding set on the handset, the user will press just the call forwarding function code (for example, *41).

If the user sets call forwarding on both the handset and from the DTA, the handset call forwarding rules will take precedence.

Edit Call Forwarding

Enables users to edit their own call forwarding rules. When cleared, users will not be able to edit their forwarding rules from the DTA. This option is available only when Call Forward is selected.

Contacts

Enables the corporate directory feature within the DTA interface and for the iPath softphone.

Contact Notes

Allows users to add notes against contacts in the corporate directory.

Pull to Ground

Enables calls to be pulled back to a user's desk phone after being forwarded elsewhere.

Call History

Enables users to view calls made, received and missed.

Recording

Enables call recording.

Recording Manager - Basic

Allows users to view, stream, download and search call recordings.

Recording Manager - Advanced

Allows users to manage, move, delete and score call recordings.

Unified Communications

Enables calls to be diverted to a voicemail inbox, with notifications sent (optionally) via email and SMS to the voicemail inbox owners. Those owners can then access their messages online via DTA. If you select this check box, the Default Mailbox Greeting drop-down list appears. Use it to select the default greeting prompt played to callers routed to voicemail if no personal greeting has been recorded by the individual user.

Conferencing

If enabled, users can have personal conferencing accounts created, allowing them to manage conferences using the Personal Portal.

Instant Messaging

If supported by your system, enables instant messages to be sent between logged-in users.

Presence

Enables live presence status updates to the corporate directory in the DTA interface and for the iPath softphone.

Twinning

Enables a PBX user account to be twinned with additional numbers in order to create a personal hunt group.

iPath

Allows users to log in to the iPath softphone.

SMS Voicemail Alerts

Enables SMS notifications for new voicemail messages.

Paging

Enables the paging feature, allowing users to trigger an intercom call to a hunt group, paging group or user. If you select the check box further fields appear:

Paging DTMF Code: when calling a user, the code to be entered during ringback to turn the call into a paging call. The code can be up to three digits long. If this field is left blank, the feature will not be enabled.

Paging Function Code: the code to be dialled to initiate a paging call to a user or hunt group. The code must be preceded by ** and followed by the extension number of the user or hunt group to be paged. The code can be up to five digits long. If this field is left blank, the feature will not be enabled.

Agent Account

(Provided to support legacy systems)

Agent Calls

Allows CONTACT agents to handle queued calls.

Agent SMS

Allows CONTACT agents to handle SMS conversations via the DTA interface.

Agent Email

Allows CONTACT agents to handle email conversations via the DTA interface.

Agent Web Chat

Allows CONTACT agents to handle web chats via the DTA interface.

Agent Social Media

Allows CONTACT agents to handle social media interactions via the DTA interface.

Agent Group Opt-Out

Allows agents to opt out of agent groups via the DTA interface.

Directory Organisation Contacts

If your system uses Personal Portal, this enables custom directory contacts to be stored for the organisation.

Custom Agent States

Enables the creation of custom states against the organisation. These are configured in the DTA interface.

Contact DTA

Enables the DTA interface. This also enables the legacy Contact DTA screen in Personal Portal.

DTA Presence

Enables live presence status updates in the corporate directory in the DTA interface and for the iPath softphone.

DTA Queue View

Allows DTA interface users to view the Queue View page, which lists any messages in the selected queue group.

DTA Message Template

Allows DTA interface users to edit the message templates used when replying to multi-channel messages.

DTA Unprocessed Messages

Allows DTA interface users to view the unprocessed messages page. This page displays the messages which have not been processed by an agent.

Portal Settings

Enables the Settings menu in the DTA interface.

DTA Follow-up Messages

Enables the Follow-Up Messages option in the DTA interface, allowing users to view all message tagged as a potential follow-up.

DTA Allow Other PSTN

Allows users to enter a custom PSTN number to be used for a persistent outbound connection.

PADLOCK button

Displays a PADLOCK button in the DTA interface, allowing users to process card payments using PADLOCK. 

PADLOCK Multiple Payments

Allows users to initiate multiple PADLOCK payments within the same call.

DTA Delete Messages

Allows users to delete messages when in the DTA interface.

DTA Forward Messages

Allows users to forward messages when in the DTA interface.

DTA Ignore Messages

Allows users to ignore messages in the DTA interface.

DTA Complete Messages

Allows users to mark Twitter, SMS and email messages as complete (using a Done button) in the DTA interface when a reply is not required.

Desktop Task Assistant (DTA) Cold Transfer

Allows users to transfer (cold or warm) calls in the DTA interface.

Desktop Task Assistant (DTA) Immediate Conference

Allows users to immediately include a new caller in a conference in the DTA interface.

Monitor Supervised Agents

Allows supervisors to view the real-time activity of the agent groups to which they are assigned as supervisor.

Message History Reply

Allows users to reply to messages from the History panel in the DTA interface.

Message History Forward

Allows users to forward past messages from the History panel in the DTA interface.

Edit DTA Message Template Categories

Allows users to create and edit template categories used to assign message templates to agent groups.

View history of all interactions with any address

Allows agents to search DTA message history by any email address no matter which agent replied.

Enable DTA Re-queue

Allows agents to place messages or calls back into the queue for the selected channel.

Note: text-based messages are placed at the front of the queue, while voice calls are placed to the back of the queue they came from.

DTA Preview Emails

Allows agents to preview an email's contents and formatting before sending.

DTA Popup Audio Notifications

Plays an audio alert (in the DTA interface) to indicate that a new incoming web chat, email or SMS message has arrived.

DTA Popup Notifications

Enables browser notifications for new messages in the DTA interface.

DTA Switchboard Overview

Allows Switchboard users to view all queue entrants in a single screen.

DTA Personal Statistics

Allows agents to view their personal Activity Log and the time spent in each availability status in the DTA interface.

Hardware Auto Answer

Switch auto answer on or off for a hard phone. This option only applies to Cisco phones and must be used in conjunction with correct template settings. Device templates are associated with phones using the Hardware > Template Mappings option.

DTA Select Presentation CLI

Allows users to select their presentation CLI for outbound calls. Users must also be assigned one or more contracts to be able to use this feature.

DTA Select Presentation CLI All Calls

Allows users to select their presentation CLI for every outbound call. Users must be assigned one or more contracts to be able to use this feature.

DTA Cherry Pick Emails

Allows agents to cherry pick emails to service from queues. This option enables this feature for the organisation.

Phone Display Status

On Panasonic phones only, when a custom status is applied using a starcode and this option is selected, the status is displayed on the phone.

DTA Retweet

Allows users to retweet a Twitter message.

DTA Move Message to Personal Queue

Allows a supervisor to move messages to another user's personal queue.

DTA Export Tweet by Email

Allows an agent to export Tweets via email if the agent has the Compose New Outbound Emails user right.

DTA Switchboard Preview Message

Allows a switchboard operator to preview a message.

DTA Add Callback Number

Allows an agent to enter a new number for a customer when they select a callback completion code.

DTA Replace Callback Number

Allows an agent to replace a customer's existing number with a new one when they select a callback completion code.

DTA One-Off Callback Number

Allows an agent to enter a new number for a customer, for one-time-only use, when they select a callback completion code.

DTA Use Original CLI for Redial

Allows an agent to redial a customer using the presentation CLI stored against the original call's CDR.

DTA Set Agent Available

Allows a supervisor to change an agent's status to 'Available' from 'Unavailable'.

DTA Set Agent Logged Off

Allows a supervisor to set an agent's status to 'Logged off'.

DTA Transfer Messages to Queue

Enables DTA functionality that allows an agent to forward emails into a queue, where they are then handled according to that queue’s settings. (Typically this would be a queue set up specifically for the purpose, either to allow agents to select the emails they wish to action or to route emails to specific agents.)

BLF As Status Indicator

Enables functionality that links the BLF function of an agent’s telephone to custom unavailable states. With this setting enabled, when an agent types in a key sequence used to put themselves in a custom unavailable state, their BLF will be activated.

DTA Follow-up Agent Group Messages

Enables DTA functionality that allows an agent to open and action a message that was marked as requiring follow-up by an agent in the same agent group.

DTA Quality Report

Allows users to report issues relating to calls or DTA performance from within the DTA interface.

DTA Unavailable When Listening to Recording

Allows agents to set themselves in an 'unavailable' state when listening to a call recording in the DTA interface.

DTA Supervisor Broadcast

Allows supervisors to broadcast messages to agent groups assigned to them.

Display Wait Time in Corporate Directory

Displays the current wait time for callers in queues in the DTA interface.

Keep Corporate Directory Open

Ensures that the corporate directory is kept open in the DTA interface after a user has performed an action on a contact.

View Scheduled Callbacks

Allows agents to view OUTBOUND scheduled callbacks in the DTA interface.

Search OUTBOUND Records

Allows agents to search for OUTBOUND records in the DTA interface.

Web iPath

Allows users to make and receive telephone calls from their web browser.

MTA Login

Allows users to make and receive telephone calls using mobile devices.

Reset User Passwords

Allows supervisors to reset users' passwords in the DTA interface.

DTA User-to-User Messaging

Allows user-to-user messaging in the DTA interface.

DTA Edit Email Thread

Allows agents to edit all parts of an email when replying to or forwarding it.

On hold after blind transfer

Puts the caller on hold when a call is transferred, and shows the caller as being on hold in the DTA interface for the user to whom the call was transferred. (The purpose of the setting is to allow the user to whom the call is being transferred time to prepare before speaking to the caller.)

DTA My Numbers

Allows users to manage their numbers in the DTA interface.

DTA Manage Agent Groups

Allows supervisors to manage their agent groups in the DTA interface.

DTA Manage Hunt Groups

Allows supervisors to manage their hunt groups in the DTA interface.

  1. If you have made changes, click Update Organisation.