Nextiva Contact Center - User Settings

Each user has access to various settings they can control within the Nextiva Contact Center.  Some options will not be available depending on the user's role.  For example, agents will not be able to see the Supervisor field within the user settings.

Access Settings

1. Click on your avatar in the upper right-hand corner of the NCC page.
   
   
   
   
2. Select User Settings from the menu that appears.
   
   

The General tab allows you to define basic inbound and outbound options for your user.

Avatar

Click on your avatar image to upload a new avatar image for your user.

Default Dial Type

Control how outbound calls are made 

1. Campaign DID - Dial out using the main phone number for the default campaign selected.
   
   
2. With User DID - Dial out using your direct phone number.
   
   
3. With State DID - Use a number assigned to the campaign that makes the call appear local to the recipient.
   
   
4. Private - Block the outbound number.

Default Campaigns

Select the default campaign to use for voice, email, fax, and SMS.  This will affect what appears when you reach out to a customer or prospect.

Timezone

Set the timezone for your user.

Language Identifier

Set the language you would like the NCC client to default to for you.  Currently supported languages are:

• English
• French
• Portuguese
• Spanish

Chat Welcome Message

Set a welcome message that is presented automatically to customers or prospects when you accept a chat.

Voicemail Greeting

Upload a pre-recorded voicemail greeting for your user.

Record Voicemail Greeting

Record your own voicemail greeting directly into the client.

The Telephony section allows you to control how you interact with inbound voice calls.  

Phone Type

Select how calls are routed to you.

• WEBRTC - allows you to make and receive calls directly from your browser.  This is required for certain features to work correctly.
  
  
• SIP - Route calls to a SIP address
  
  
• PSTN - Forward calls to the specified number.
  
  

Work Offhook

If utilizing a WEBRTC connection, the system will maintain the WEBRTC connection with your browser after terminating a voice workitem.  This helps prevent delays when attempting to answer future inbound calls.

Verify Connection

Establish a WEBRTC connection with the NCC client immediately.  A handset icon and microphone icon should appear in the upper left-hand corner of the browser window.

Control the default ACD options for the contact center.

Auto Accept Workitem

Enabling this will cause you to automatically accept any workitem presented to you.

Auto Login to ACD

This feature allows you to automatically log into the ACD system when you log into NCC. 

ACD Login Status

If Auto Login to ACD is enabled, this will determine the ACD state that you are automatically logged into.

Queues

Select the ACD queues that you are logged into by default.

Channels

Select the channels you are set to use by default.

Control the visual and audio notifications played when receiving a workitem.

Each workitem type has the same settings

• Sound Notification - Select the type of sound played when you are presented with that workitem type.
• Repeat Until Answered - Determine if the sound plays only one time or repeats until the workitem is accepted or rejected.
• Enable Web Notification - Determine if browser-based notifications are used for that workitem.

Configure a notification to play for both inbound and outbound calls.

Once enabled you will have the option to set the delay before the notification plays.  

Remember to set a sound notification option and if desired, turn on web notifications as well.

Configure notifications to disposition workitems after the customer interaction is complete.

• Enable Disposition Notification - Toggle on to have a sound play to remind you to disposition the workitem
• Delay Notification After - Set an amount of time to wait before the disposition notification occurs.
• Sound Notification - Select the notification sound to play.

Configure the signature applied to all outbound emails you send through the NCC client.

Set the behavior of the dial pad.

Configure the behavior of the directory and notifications for messages that are received from other users on your account.

Pop-up Behavior

Control how the directory window behaves when calling other users on your account.

High Priority Messages

Set a custom notification sound for high-priority messages received through the NCC internal chat tool.

Agent Messages

Determine the notification behavior for direct messages received from other users on your account.

Queue Messages

Determine the behavior for any internal messages sent to the queues you are a member of.

Topic Messages

Determine the behavior for any internal messages sent to the topics you are assigned.

Set the audio devices used by the NCC web client for voice calls and notifications.

Call/Voice

Set the microphone and speaker used by the NCC client for voice calls.

NOTE: You may see the same headset listed as different options. These options are listed because of how your system considers different audio profiles or roles as separate devices, even though they all use the same physical headset.

• Communications - Headset: This option is tied to apps like Microsoft Teams, Zoom, or other softphones.
• Default - Headset: This option is for normal system sounds, music, or non-communication apps.
• Headset Microphone: This option is the raw input device directly detected by Windows. 

Other Output Devices

Choose the devices used by the NCC client for specific notifications and sound

Available only to supervisors, this allows you to manage the users, queues, and campaigns you monitor in your dashboards.

Determine if you would rather have the NCC menu as a sidebar or across the top.