Settings

The Contivio Settings is a set of user-definable configurations which impact the behavior of the contact center.  There are seven options to navigate and manage which range from managing your speaker & microphone to call forwarding to logging customer support tickets.
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Side Bar Navigation
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Side Bar Settings.

App Configurations

Settings is the tenth (10th) and final option in the Contivio.com Side Bar – directly below Work Assignments.   Any changes to the Settings will have an immediate impact on the Apps.  An overview of the more common features a user might frequent are as follows: 
Audio Settings
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Audio Settings.
From ‘Audio Settings’ a user can set and manage their ‘Speaker’ and ‘Microphone’ options provided they’re using the Contivio.com App and not an IP phone..  They can also choose to turn their phone ringer off so they’re only notified of an incoming call by screen pop, if configured.

Local Ring – on outbound calls, ringer will ring before outside network is reached, instead of playing dead air while trying to access the network.
Call Handling
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Settings Call Handling.
‘Call Handling’ is a collection of user options to administer and govern your incoming voice calls.  There are four (4) settings to configure:

1.  Call Forwarding – set how incoming calls are directed for   each scenario:
  • All Calls – only referenced when signed in.
  • Busy – default status when signed out.
  • Unanswered
You can choose a drop-down option for each scenario.
  • Do not forward – Only can be selected for 'All Calls'
  • To Voicemail
  • To Phone – enter the forwarding number.
2.  Missed Calls – set your online ‘Status’ to automatically       update to ‘Busy’ after 1, 3, or 5 missed calls.
3.  Auto Answered Calls – set your incoming calls to connect   immediately or after 3, 5, 7, or 10 seconds. 
4.  Automatic Play of Audio Files – set the timing to inject a pre-recorded message into a call to ‘Off’, ‘Automatic after call answer’ (and continue with call), or ‘Automatic after call answer, hang up after file finishes’.

Warning:
To forward calls when signed out, make sure your ‘Busy’ status is set appropriately.  This is the default status for an offline user and overrides the ‘All Calls’ setting.
CRM & Call Data
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Settings CRM & Call Data.
‘CRM & Call Data’ is a collection of user options to manage the interactions between the Contivio Apps and the host CRM.  There are two settings to configure:

1.  Screen Pop – set the behavior of how media will automatically trigger your CRM to open by: 
  • Preference – set the media activation trigger to ‘Disabled’, ‘Enabled for all media’, ‘Enabled for voice only’, or ‘Enabled for message contact only’ (i.e., SMS, voicemail, chat and email).
  • Time – set in motion the ‘Screen Pop’ ‘When offered the contact’ or ‘After accepting the contact’.
  • Personal Calls – choose to activate a pre-configured ‘Screen Pop’ scenario for non-business related calls.
  • Browser – set your Internet navigation software preference.
2.  Wrap-up Expiry Warning – receive a warning when the wrap-up period is about to expire
3.  Post Wrap Up – decide to keep the Call Information (e.g., media ‘Dispositions’) for further updating after the communication has ended and the wrap-up period has expired.  Call Information can only be pushed to the CRM and dismissed manually by selecting the ‘Clear’ icon.
4. New Contact Resets Disposition – Disposition in the Call Information section will be reset once a new communication is received.
Phone Position & Notifications
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Settings Phone Position & Notifications.
‘Phone Position & Notifications’ are a collection of user options to manage the behavior of the Client App and the ‘Screen Pops’.  There are four (4) on/off settings to configure:
  1. Always on top – set the Client App to remain visible at all times, regardless of the active Window.
  2. Display notifications inside Contivio client – enable media alerts to pop up within the Client App.
  3. Display notifications on desktop – enable media alerts to pop up in the right-hand corner of your screen.  Always have this on if you're  only using the Toolbar App.
  4. Display Agent Script in Full Window – clarification needed, looks the same when on/off
My Connected Phones
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My Connected Phones
My Connected Phones shows which phones you're currently logged into. If you're using an IP phone, you'll see your 4-digit extension XXXX@yourcompany.com. If you are also logged into the Contivio softphone, you will see an IP address under there as well. 

Click on the red arrow to force log out of your IP phone. 
Security
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Settings Security.
From ‘Security’ settings, a user can change their password credentials.  Changing your password is a manual process, there are no automated settings to remind or force you to change it.
Customer Support
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Settings Customer Support.
‘Customer Support’ is a collection of options related to reporting help desk tickets.  There is one on/off setting to configure:
  • Remote Diagnostics – enables support to remotely access information about the Apps (e.g., App log files, phone SIP logs, and the list of recording file names).

To ‘Report an Issue’ is a simple two (3) step process:
  1. Your Email – enter your email address
  2. Issue Type – assign the category best describing your concern
  3. Description – define what is not occurring and what you expect to happen.

Upon hitting the ‘Submit’ button, the ticket is automatically emailed to support@contivio.com.  There is no need to send another email or log it into our online Support Portal.
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