CONTACT HUB CONFIG

Contact Hub confiiguration

Contact Hub configuration allows you to set a number of key settings for how the Contact Hub operate.

Stop code set

Allows you to select which Activity Code set is used when a user selects the Stop button in the Contact Hub.

When a user stops the Contact Hub they are required to select a reason as to why they have stoppped working. The Stop code set provides a standard list of responses for the agent to select from.

Create a new lead for every inbound call

When using Contact Hub to recieve inbound calls this option controls how each inbound call is associated with a lead.

When enabled each call will generate a new lead in the system.

If this option isn't enabled then the Caller ID of the inbound call will be used to search all Active Allocations for a matching lead. If a match is found then that lead is popped. User will still have the option to manually create a new lead if a match isn't found or the found match isn't suitable.

Allocation to use when creating new lead

If the system needs to create a new lead due to the 'Create a new lead for every inbound call' being selected then this is the Allocation that the new lead will be inserted into. This allocation will then control which Screen Layout is used to display the lead.