⚙️Initial configuration

Initial configuration

After going through the OMniLeads deploy process, we assume that the application is installed and available at the corresponding URL, so this section outlines the essential post-installation configuration steps.

Roles and permissions

This module is accessed from the menu Users and groups -> Roles and permissions. In this section of the mentioned module, you can list the predefined roles of the system, verify the specific permissions of each role, and finally create new custom roles with certain privileges or limitations according to your needs.

Below, the predefined roles are listed:

Cliente Webphone: This role, although it is created by default, is only used when the Click2Call addon is purchased and installed.
Agene: The users generated and assigned to this role will be able to access the agent console, with all the permissions that this implies (access to the webphone to trigger calls, the possibility of executing pauses, access to the agent's agenda and recordings, among others).
Referent: The users generated and assigned to this role will only be able to list all the campaigns, consult general reports of agents and calls, access the supervision of agents and campaigns.
Supervisor: The users generated and assigned to this role will be able to work with all the campaigns to which they are assigned (create, modify, delete and list), access the supervision and general reports of calls and agents. Also, they will be able to create users and groups of agents, but they will only be able to edit or delete agents that are assigned to a campaign to which they themselves are assigned. They will be able to search for recordings of their campaigns, list and upload contact bases and access the telephone module, where they will be able to work with some sections.
Manager: The users generated and assigned to this role will be able to carry out all the actions of a supervisor, and will also be able to view the Audits module.
Administrator: Users generated and assigned to this role have full access to the entire system. Only administrators can edit or delete users with Administrator profile.

To generate a custom role, you must access the menu Users and groups -> Roles and permissions -> Create role. The new role is assigned a name and then the permissions it will have are marked. In order not to start from scratch, the user can start from a base of permissions of a certain profile, and then continue customizing (adding or limiting permissions) until their role is ready.

The creation of a new role is exemplified below:

Creation of a new role: A new role is created and a name is assigned to it.

From the combo options of the new role created, you can imitate permissions from another existing role, or apply permissions from another existing role. The difference is that the first option sets the same permissions of the existing role, while the second option adds the permissions of the existing role to the permissions that have already been selected in the new role.

Saving the new role: Finally, the new created role is saved.

Users

We are going to differentiate between users of the "Agent" type and users of the "Administrative" type. The Agent users are the ones who manage the communications, and the Administrative users manage the application.

Important

Before creating an Agent user, at least one Agent Group must exist. To create a user, you must access the menu Users and groups -> User list -> New user.

There, a form is displayed to complete with the data of the new user. Within said forum, from the User role option, it will be determined if the new user will be of the "Agent" type or the "Administrative" type, according to the role associated with the created user.

Groups of Agents

In this section, the groups of agents are managed, groups that will be invoked in different modules of the system, such as when assigning users to campaigns, or in the extraction of reports, as well as in the supervision module.

Agent group creation

To create a group of agents, you must access the menu Users and groups -> New group of agents.

The fields displayed are:

Name: It is the name that you want to assign to the group of agents.
Unpause automatically: To understand this parameter, we must explain that in OMniLeads, after each call (of any nature) processed by an agent, the agent is forced to enter an ACW (After Call Work) pause, in which it remains inactive for the assigned campaigns, so that you can complete the qualification of the current call and finish its management. Now, to get out of said pause induced by the system, there are 2 possibilities, and that is where our parameter comes in, since on the one hand if we leave the value at "0" the agent must explicitly get out of the pause to continue operating, but if we enter a number (for example, 5 seconds), this implies that the agent assigned to this group, after falling into an ACW induced pause, the system will leave them online again after X seconds (as indicated in "Unpause automatically"). This parameter can be managed from the agent group, or from a campaign configuration, which will be mentioned later. Pause set: Here is the possibility of assigning a group of pauses (previously created) to the group of agents, so that the agents that are part of said group do not see all the pauses, but only those that are part of the group of assigned breaks.
Auto attend incoming calls: If this value is checked, then the calls coming from incoming campaigns will be connected to the agent without providing the possibility of notification (ring) and option to attend by the agent.
Auto attend dialer: If this value is checked, then the calls coming from campaigns with predictive dialer will be connected to the agent without providing the possibility of notification (ring) and option to answer by the agent.
Force qualification: If this value is checked, then all the calls that the agent makes or receives must be qualified before the agent becomes operational again. By selecting this option, the possibility of automatically unpausing the agent is disabled, since qualification becomes mandatory.
Forzar despausa: Si la opción de “Forzar calificación” está habilitada, entonces se ofrece ésta segunda opción para forzar la despausa, una vez calificada la llamada. Si éste valor no está checkeado, el agente tendrá que retomar operación de manera explícita luego de calificar la llamada.
Call outside of campaign: If this value is checked, it will allow the agent to make calls that do not fall within any campaign, taking into account that they will not leave a record of reports, recordings, etc.
Allow access to recordings: If this value is checked, the agent will have access to search, download and listen to their own recordings.
Allow access to the dashboard: If this value is checked, the agent will have access to the dashboard about his management.
Allow activation of On-Hold: If this value is set, this will allow agents to put a call on hold.
View console timers: If this value is checked, the agent will be able to see the operation and pause times that appear in the upper left corner of the agent console.
View console timers: If this value is checked, the agent will be able to see the operation and pause times that appear in the upper left corner of the agent console.
Limit personal schedules in days: If this value is checked, you can enter the maximum number of days that the agent will be allowed to use, when scheduling a call. That is, the agent will be able to schedule calls within the window of N days configured from this parameter.
Access to contacts as agent: If this value is checked, the agent will have access to the contact list, from the agent console.
Access to schedules as agent: If this value is checked, the agent will have access to the schedule, from the agent console.
Access to qualifications as an agent: If this value is checked, the agent will have access to the list of managed qualifications, from the agent console.
Access to preview campaigns as agent: If this value is checked, the agent will have access to the list of preview campaigns to which he is assigned, from the agent console.

Add audio packages in other languages

The generic audios that the external agents or telephones will listen to come by default in English, being configurable in the incoming or outgoing routes, so that if the telephone channel meets any indication through generic audio within the flow of a call, it could be reproduced according to the indicated language.

If the instance needs to use other languages, they can be installed through the Telephony Module in the Audio packages section, where new languages can be added.

Select the desired language and press the "Save" option, the language pack will be downloaded and installed.

Music on hold

Within the module Telephony -> Audios -> Waiting Music Lists, it is possible to manage playlists with files in the 16-bit wav format. The lists generated here can be used in incoming campaigns when queuing callers. It should be noted that playlists that are in use by a campaign or that have assigned files cannot be deleted.

Once a new list is created, the desired music must be added, through files in .wav format to be loaded from your computer. Only playlists that have at least one music uploaded will be available for use in inbound campaigns.

Pauses

Agents can enter a pause each time they wish to be unaffected to attend to new communications, in such a way that an incoming campaign or with a predictive dialer is prevented from delivering a new call. Additionally, pause states are useful for tracking productivity and measuring agent session times. Pauses can be generated by users with said permission, and can be of the "Recreational" or "Productive" type.

Pause Creation

To generate a new pause, you must access the Pauses menu -> List of pauses -> New:

From the form that is displayed, a name is assigned, the type of pause is selected, and the changes are saved.

When presenting the agent session reports, the total breaks are divided into recreational breaks and productive breaks, which allows us to measure the productivity of our agents more accurately.

Pause groups creation

Pause groups allow, as their name indicates, to group certain previously created pauses, to be assigned to groups of agents. In this way, the agents that are part of a certain group of agents, with a certain group of pauses, will be able to use only the pauses of said group from their agent console, and they will not have access to all the pauses that have been given. high in the system. To generate a set of pauses, access the menu Pauses -> Sets of pauses -> New:

From the form that is displayed, a name is assigned, previously created breaks are added to the new group, and the changes are saved.

Important

Keep in mind that in order to obtain a successful login, we must have a MICROPHONE available at the workstation from which the agent login was made. If this is not true, then the login will be faulty. Once we access with our agent, if everything goes well, a popup will be displayed requesting permission to take control of the microphone:

When enabling the permission, we must listen to an audio that the system plays, indicating the successful login:

Instance registry

This step is not mandatory, since the system can work perfectly without registering. However, it IS necessary to have the instance registered when purchasing an addon or subscribing the platform to manufacturer support. Finally, for those certified integrators (who have approved the official OMniLeads certification program), after registering the instance, they will be able to sign the installation with the certification code, thus leaving a record that the platform has been deployed and configured. by a manufacturer-certified IT administrator.

The fields requested there must be completed, and then an e-mail will be received with the instance code:

Then, each time we enter the registration section from the Help -> Register menu, we will get an output that reports the fact that the instance has already been registered:

The registration process asks for required values like username, email address and password, making optional the phone field.

Once the OML instance is successfully registered, an email is sent to the address entered. In case you want to get the email again you can use the “Resend” button.

Is important to note that if you want register several OML instances with the same email address you must enter the same password. In other cases you should use a different email address.