User Settings allows agents to configure defaults for workitems, enable notifications, as well as other settings. This chapter will cover certain settings that users can configure for their accounts.
User Settings can be divided into the following sections:
- General
- Telephony
- ACD
- Notification
- Disposition
- Email Signature
- Dial Pad
- Directory
- Sound
- Supervisor
Accessing User Settings
To access User Settings, click on the dropdown arrow under the User icon and select User Settings.
User Settings – General
The General tab allows users to select several defaults for outbound workitems. Users can configure:
- Default Dial Type (To read more about dial types, see Dial Pad Dial Types.)
- Default Outbound Campaign
- Default Email Campaign
- Default Fax Campaign
- Default SMS Campaign
- Time Zone
- Language Identifier
- Chat Welcome Message
- Voicemail Greeting
To change their default settings, Users can use the drop-down icon and scroll through the options available to them or type the specific option they want.
User Settings – Telephony
The Telephony tab shows the phone type and number for a user. There are different fields to fill out depending on the phone type selected. If there is a direct number, it was assigned to a user. Users can also enable the Work Offhook option.
To verify if the phone connection works, users can click the Call Me! button at the bottom of the pop-up window.
User Settings – ACD
The ACD tab allows users to automatically accept workitems, and automatically log in to the ACD. Users can set an ACD login status, as well as what queues to receive workitems from, and what communication channel they would like to use.
To enable the toggle options, the toggles must be switched to the right.
User Settings – Notification
The Notification tab allows users to enable web notifications from Chrome when not working directly in the Nextiva system.
The Notification tab is made up of 3 separate sections: Voice Workitems, Digital Workitems and Digital Messages. You can set a sound notification, enable web notifications for each section. There is also an option to Always Show notifications.
For Windows, the notification appears in the bottom right corner of the screen, for Mac, the top right corner. Clicking on the notification will direct users to Nextiva.
To enable, the toggle must be switched to the right.
User Settings – Duration Notification
The Duration Notification Tab allows you to enable a notification for different types of calls when you have been active on that call for a certain amount of time.
User Settings – Hold Notification
The User Settings Hold Notification Tab allows you to enable a notification for different types of calls when you have put that call on hold for a certain amount of time.
User Settings – Disposition
The Disposition tab allows users to enable notifications if a disposition for a workitem wasn’t selected. Delay Notification is the amount of time after a workitem until the notification appears.
User Settings – Email Signature
The Email Signature tab allows you to add a signature that will automatically be added to email workitems. The Email Signature section will have an editor that can help you with the formatting of the signature.
For the Email Signature in the User Settings, the layout will be divided into 3 parts:
- More Text (Text Options) – For text formatting.
- More Paragraph (Paragraph Options) – For paragraph formatting.
- More Rich (Insert Options) – To insert links and images.
User Settings – Dial Pad
The Dial Pad tab allows you to leave the dial pad on the screen after dialing or leaving it there.
You now can choose between the full dial pad view and the quick dial pad. The full dial pad is what agents are used to seeing accessible from the dial pad icon in the header bar.
To select the full view or minimized view the user goes into his setting in the Dial Pad tab and chooses between the Full View or Minimized in the Dialpad Type drop-down.
NOTE: If minimized is selected the dial pad icon will be removed but still accessible from the minimized dialpad.
The inline dialpad will be placed in the middle of the screen, but it can be dragged to another location using the white bar located on the top of the window.
The inline dialpad will have a drop-down of previously dialed phone numbers that will appear when the agent starts typing. You can change the dialed campaign by using the campaign button. By default, it will have the outbound campaign set in the user settings, but you can change it. The change will be reset the next time you log in to Nextiva. You can also choose the dial type by right clicking the dial icon where the different dial types will be presented. By default, the dial type will be the same one configured in the user settings. A changed dial type is not saved per session and must be changed each time.
A changed dial type is not saved per session and must be changed each time.
NOTE: The number needs to be filled out to be able to right-click the dial pad icon and see the options.
Clicking on the icon before the dial icon brings the dial pad to pop-up window size.
User Settings – Directory
The Directory Tab is made up of three separate sections: Pop-up behavior, High Priority Messages and Agent Messages. Pop-up behavior allows you to control if and when the dial pad disappears from the user interface after dialing.
In the Messages section you can select sounds for sound notifications. For Agent Messages and Topic Messages you can choose to enable notifications. For Queue Messages, you can choose which queues you want message notifications for.
User Settings – Supervisor
The Supervisor tab lets you choose what users, queues, campaigns, and users in queue you want to supervise.
NOTE: Scroll to see all of the options to fill out
User Settings – Sound
The Sound tab allows users to configure where sounds for various notifications from the Nextiva system will come from on their device