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Call Center Configuration Overview

Section Call Center Configuration is where global (i.e., contact-center wide) system settings are defined. These include hours of operation and calendars, user language and auxiliary skills, omni-channel routing, integration accounts, and so forth. When you first being configuring your contact center, this is one of the most important sections to spend time on; the settings here affect other areas of configuration including the rate at which your agents receive interactions, when customers can contact your center, how scenarios are defined, and much more.

Sections

The following is a list of sections in the Contact Center Administrator application, section Call Center Configuration.

• General Settings
• Integration Accounts
• Identification
• Knowledge Base
• Calendars
• Hours of Operation
• State Calling Hours
• Auxiliary Skills
• Language Skills
• Audio Treatments
• Shared Voice Segments
• Voicemail
• Phone Devices
• Omni-Channel Routing
• Chat Settings
• Email Settings

Call Center Configuration

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