Introduction

Selecting the right distribution method for incoming calls is a fundamental step in optimising your contact centre’s efficiency and customer experience. The Contact Point platform offers five distinct selection modes, each designed to balance agent workload and ensure callers are connected to the most appropriate representative.

Longest Idle

The Fair Workhorse
This is the most common distribution method. The system identifies which agent has been in the “Available” state for the longest period without receiving a call and delivers the next caller to them.

• Best for: General customer service queues where all agents have similar training.
• Why use it: It ensures a fair distribution of work across the team and prevents any single agent from being overwhelmed while others sit idle.

Skills Based Routing

The Specialist Approach
Skills-based routing prioritises expertise. Agents are assigned proficiency levels for specific tasks (e.g., Technical Support, Billing, or Specific Language). The system looks for the agent with the highest skill tier who is currently available; if multiple agents share that tier, it defaults to the “Longest Idle” agent within that group.

• Best for: Complex environments requiring specialised knowledge or language support.
• Why use it: It ensures the customer is connected to the person best equipped to solve their problem on the first attempt.

Circular (Round Robin)

The Consistent Sequence
Circular routing follows a fixed list of agents. When a call arrives, the system starts at the top of the list and works its way down to find the first available agent. Crucially, if an agent was busy but becomes available during the selection process, the system “remembers” their place in the list and will offer them the call if it is their turn.

• Best for: Sales teams or groups where a strict, sequential order of opportunity is required.
• Why use it: It provides a predictable pattern of call delivery that honours the agent’s fixed position in the hierarchy.

Terminal

The Forward-Only Sequence
Terminal routing is similar to Circular but with one key difference: it does not backtrack. If a call is being offered and an agent who was previously “Busy” becomes “Available,” the system will not return to their position in the list for the current call. That agent must wait until the cycle completes and starts again from the top of the list.

• Best for: Specific administrative workflows where skipping agents who aren’t ready at the exact start of the search is preferred.
• Why use it: It speeds up the selection process by moving in one direction only, reducing the “hunting” time for a single call.

Manual

The “Cherry-Pick” Method
In Manual mode, calls are not automatically “pushed” to agents. Instead, callers wait in a visible queue. Agents can see the list of waiting calls and must manually “pull” or select the specific call they wish to answer.

• Best for: Highly specialised desk-side support or environments where agents need to see caller data or “Case Type” before committing to the interaction.
• Why use it: It gives agents autonomy to prioritise specific high-value or urgent tasks based on the information displayed in the queue.

Why do I see the federated user is not configured to access the platform message when trying to login

Users may report that when attempting to login using the ‘Login To O365′ option a message saying “The federated user is not configured to access the platform. Please contact your Administrator for assistance.’

Why does the user see this message?

When a Login to O365 attempt is made, Microsoft return the Federated user name to the application. The application then looks up the user records and match the account.

The user will see this message as their account in the Users and Teams section either does not have an entry in the Federated User name field or the entry within the Federated User name field is incorrect and does not match with what was returned by Microsoft.

How to resolve this message

Edit the users record in the Users and Teams section of the Administration tool, navigate to the General tab in the User profile section.

If the Federated User name field is not completed for the user, add it.

If the Federated User name field is completed, check the entry and correct any mistakes.

Once this is complete, ask the user to try logging in again.

Introduction

This article describes the options for call recording settings via the Queues section of the Premier Contact Point Administration module.

Background

Inbound and outbound calls in Premier Contact Point can be recorded. The configuration of call recording is set a queue based level and there are various options available for how calls can  be recorded providing flexibility amongst different queues.

How to access the call recording settings

1. Select Queues from the Administration menu panel, then click on a queue to edit it.
   
2. Navigate to the Recording section from the blue menu panel to access the recording settings for the queue.
   

This will display the queue recording settings, each setting is described in more detail below.

GENERAL RECORDING SETTINGS

VOICE RECORDING SETTINGS

Introduction

This article describes the processes for disabling the Aux state profile in the Users and Teams section of the Premier Contact Point administration module.

Background

While logged into agent desktop agents use status reasons to control their availability. When a user changes status, the various status reasons are captured along with their duration. Changes of status are reflected on real time dashboards and captured for historical reporting purposes. In some cases, customers may want to disable the Aux state profile, making it unavailable for use.

How to disable the Aux state profile

1. Select Users and Teams from the Administration menu panel.
2. Navigate to the Groups tab, click on Default from the list and then click edit.
   
3. Select Agent Parameters from the menu panel, then untick the ‘Aux state profile’ option. Then click Save.
   

This will remove the Aux state profile option from all users within the default Group.

Introduction

This article assists with the configuration of an Okta integration app for the purpose of single sign on with Contact Point.

Background

Users logging into Contact Point have various options, including:

• Basic authentication
• Single sign on using Office 365, Google or Okta

Configuring Okta

To configure the Okta integration app you’ll need to have administrator access to the Okta admin portal.

1. In the Okta admin web portal, navigate to Applications and select Create App Integration.
2. Select the following value for the Sign-in method: OIDC – OpenID Connect.
3. Select the following value for the Application type: Web Application.
   
   
4. Click Next.
5. Enter the value Premier Contact Point in the App integration name field.
6. If you’d like to add the Premier Contact Point logo just ask us for the latest logo image.
7. In the Grant type section, select the value Client Credentials and Refresh Token.
8. In the Sign-in redirect URIs section, select Allow wildcard * in sign-in URI redirect, remove the localhost example URI by clicking the x next to the URI entry.
9. Click the button + Add URI and enter this value, https://*.premiercontactpoint.com/openid
10.  In the Sign-out redirect URIs section, remove the localhost example URI by clicking the x next to the URI entry. No URI will be populated here.
11. In the Assignments section, select the controlled access option that best suits your needs.
12. Click Save.

An example of the configuration page is below:

Configuring Contact Point

Information we need from you

You’ll need to provide us with the client id and client secret for the Okta integration app you just configured.

These can be found by navigating in the Okta admin web portal to Applications and then by clicking on the Premier Contact Point application name, copy the Client ID and send it to servicedesk@premiercontactpoint.com.au, we’ll also need the Client secret but be sure to treat this like a password and send it to us via a secure/alternative method.

User configuration

To configure Contact Point you’ll need administrator access.

1. Navigate to the Administration tool.
2. Using the left hand menu, select Users and Teams.
3. Edit the first user that will login with Okta either by double clicking their name or selecting the checkbox to the left of their name and clicking the edit button.
4. For each user you’ll need to add their Okta email address into the Federated User name field.
   
5. Repeat for all users.

All done! We’ll confirm back to you when your client id and secret has been allowed on our end and once done you’ll be able to sign in via Okta.