NextOS Call Center: Change Profile Settings

After a call center has been created, many of the base settings can be changed or revised through the profile settings within the call center.  To make modifications:

1. Navigate to your Call Center
   
   
2. Click the Profile link under the Basic column.
   
   
   
   
3. Update the settings as needed.
   
   
   • Name - Name of the call center.
      
   • Calling Line ID Last Name - Last name for the internal caller-ID for the call center.
      
   • Calling Line ID First Name* - First name for the internal caller-ID for the call center.
      
   • Department - If using departments, set the department the call center should be in.  Commonly left at None.
      
   • Time Zone - Set the time zone for schedules applied to the call center.  By default, it shares a time zone with the location it is built on.
      
   • Routing Type - Choose how calls are prioritized when being routed to agents.
      
     • Priority Based - Routes to the first available agent using the selected ring pattern.
        
     • Skill Based - Routes calls based on agent skill level (1 = highest, 20 = lowest).
        
   • Group Policy - Choose how calls ring agents' phones.
      
     • Circular - Routes calls in order through agents, starting where it left off.
        
     • Regular - Always starts with the first agent in the list.
        
     • Simultaneous - Rings all available agents at once (not compatible with skill-based routing).
        
     • Uniform - Routes to the agent idle the longest (considers skill level if skill-based routing is used).
        
     • Weighted Call Distribution - Routes based on assigned percentages (not compatible with skill-based routing).
        
   • Bandwidth and QoS Settings - Skip this box entirely. Nextiva does not use or support these features.
      
   • Call Center Settings
      
     • Queue Length - Maximum number of calls the queue can hold before overflowing.
        
     • Play ringing when offering call - Callers will hear ringing instead of music when the call is being offered to an agent.
        
     • Reset caller statistics upon entry to queue - If callers have been waiting on hold in other queues the time they have already waited will be counted against this queue unless this box is checked.
        
     • Enable video support - Nextiva does not support video on hold.
        
     • Allow Callers to dial ____ to escape out of queue - If checked, callers can press a key to be routed out of the queue following the busy forwarding settings of the queue.  By default, this attempts to route to the voicemail box of the queue.
        
   • Reporting Settings
      
     • Enable Call Center External Reporting - Enable reporting on the call center.  IF THIS IS NOT CHECKED, NO REPORTS CAN BE RUN ON THIS CALL CENTER.
        
   • Agent Settings
      
     • Allow agents to join Call Centers - Enables agents (or supervisors) to join/unjoin call centers.
        
     • Allow Call Waiting on agents - Allows calls to be offered to agents already on a call.
        
     • Enable calls to agents in wrap-up state - Allows calls to be routed to agents in wrap-up.
        
     • Enable maximum ACD wrap-up timer - Sets a maximum wrap-up time (Max: 2 minutes).
        
     • Automatically set agent state to ______ after call - Defines the agent’s ACD state after a call.
        
     • Automatically answer calls after waiting ___ seconds - Auto-answers calls on the agent’s primary device after a set time.
       
       
4. When all configuration changes are finished, click Apply.
   
   NOTE: If changing from Priority Based to Skill Based, the agents in the call center will all be assigned a skill level of 1 (highest).