Introduction

This article describes the processes for creating new external directory collection in the Global Settings section of the Premier Contact Point administration module.

Background

Users logged into agent desktop have access to the internal and external phone directory collections using the Outbound and Conference functions. The internal and external directory collections contain lists of commonly used numbers, allowing agents to quickly initiate outbound, consult and conference calls much quicker than manually entering a number.

Direction collections can be one of two types

• External – these collections will appear on the Externals tab of the Outbound / Conference function
• Internal – these collections will appear on the Internals tab of the Outbound / Conference function

In addition to a given name and surname, directory collections can be configured to display up to an additional six pieces of information about the contact.

Each queue on the system can be assigned one internal and one external Directory Collection.

How to create a new external directory collection

1. Select Global Settings from the Administration menu panel.
2. Navigate to the Directory Collections tab, then click add.
   
3. Enter a Directory collection name and Description (optional).
4. Select External from the drop-down Directory type.
   
5. Click Save

Now that you have created your first directory collection, it is time to configure the directory labels.

Directory labels allow you to include up to six custom pieces of information about the contact.

Directory Labels can be configured using four different field types

• Phone Number – This will allow a landline phone number to be entered
• Mobile Number – This will allow a mobile phone number to be entered
• Email Address – This will allow an email address to be entered
• Info – This will allow a free form data entry, e.g. Company Name, Role

Any fields configured as the ‘Info’ type can also be used to apply optional sorting to the directory collection when viewed in the agent desktop.

Creating Custom Directory Labels

1. Select Global Settings from the Administration menu panel.
2. Navigate to the Directory Collections tab, select the directory name you have just created, then click edit.
3. Navigate to the Directory Labels tab.
4. Click the tick-box for Directory field 1.
5. In the Label field enter ‘Mobile Phone’.
6. From the drop-down Field type, select Mobile Number.
   
7. Apply any additional required directory labels by repeating Step 4 to Step 7.
8. Click Save.

If sorting is required, click the tick-box next to Sorting level 1 and then from the drop-down Label menu, select one of the Info type fields configured in the Directory Labels section.

Now that Directory Labels have been created you can now start to add entries to the Directory Collection.

Adding entries to the Directory Collection

1. Select Global Settings from the Administration menu panel.
2. Navigate to the Directory Collections tab, select the Directory Name you have just created, then click edit.
3. Select Contents from the Global Settings menu panel, then click add.
   
4. Enter the new entry in the pop-up window, then click Save.
   
5. Click Save.

Add more entries as required, if multiple entries are required use the Save & Add Another option on the pop-up window.

Data can also be importing using the Import feature. To use the import feature, click on the import button and follow the instructions provided to prepare an XLSX or CSV file.

Assigning Directory Collections to a queue

Once the directory collection has been prepared it needs to be assigned to queues to make it visible to agents on the agent desktop.

1. Select Queues from the Administration menu panel.
2. Select the queue which you want to apply the directory collection on, then click edit.
   
3. Select Agent Parameters from the Queues menu panel.
4. Navigate to the Directory Lists tab.
5. From the drop-down Global External directory list select the Directory Collection name you created.
   
6. Click SAVE

If you have created an Internal collection these can be assigned using the Global Internal drop-down options.

Introduction

This article describes the processes and user configuration required in order to enable users to reset their own passwords.

Background

The ‘Forgot Password’ feature will allow users to reset their password without requiring assistance from Supervisors or Administrators, by requesting a secure password reset code.

How to Enable the ‘Forgot Password’ functionality

1. Select Advanced from the Administration menu panel.
2. Select the tenancy from the Tenants tab and click Edit.
3. Select the Password Policy option from the Advanced menu panel.
   
4. Select Password Policy from the Administration menu panel.
5. Set the Password reset code delivery options: Determine how your users will receive the one-time secure password reset code, either via Email or SMS.
6. Set the Maximum number of reset attempts: Set the number of consecutive times the user will be able to receive a password reset code.
7. Set the Password reset code expiry time (mins): Set the length of time a password reset code will be valid, from the time it is requested.
   
8. Click Save.

User configuration

To effectively utilise the ‘Forgot Password’ feature, users will require either an email address or mobile phone number in their user profile (depending on the delivery option selected for the password reset code). Ideally, both an email address and a mobile phone number should be populated for each user; if the reset code delivery method is changed in future, this step will not need to be carried out again for existing users.

To configure a user profile:

1. Select Users and Teams from the Administration menu panel.
2. Select the user to configure and click Edit.
3. Populate the Email address and/or Mobile phone number fields on the General Information tab.
   
4. Click Save and repeat for all required users.

User process

1. Once ‘Forgot Password’ has been enabled in the Administration module, here is how users will be able to utilise the feature:
   
2. The ‘Forgot Password?’ button is located below the log in fields on the Premier Contact Point homepage
   
3. Clicking ‘Forgot Password?’ will request that a password reset code be sent to the user via the method nominated during setup of the feature
   
4. Once the user has received their reset code, they then click Continue to proceed to the process of resetting their password.