For admins with access to Configuration Manager
Indhold Profiles Agent Timers Work mode reasons Client configuration WebAgent MobileAgent SimpleAgent CallerID Queues Profiler Her vælges de profiler som man ønsker at tilkoble agenten. Vælg Agent timers fra allerede oprettede Timers, eller lav en ny via + Vælg Work mode reasons Clie...
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Description It's possible to Anonymize data, you can do this manually or automaticly. You can manually delete all data on all calls or you can do it on just one email/phone number at a time. you can also schedule automatic anonymization from two weeks to one year. How to Anonymize (Automatic) ...
DESCRIPTION Available on Available (A.o.A) makes it possible to set the agent to be available in the Zylinc cloud ifthe agent is available in their Teams client. This allows Simpel Agent to use Teams toforward calls without being considered busy until the call is ended after transferring the call...
Content: Register an app Add API permissions Add a Client Secret Get the Client ID and Tenant ID for the app App creation using CLI commands Description:In order to be able to import users into Zylinc Cloud from an Azure Active Directory an Application must be created in Azure.App creation in ...
Content Description Tenant ID Client ID Client Secret Date of the client secret expiration Description With user authentication, user authentication is activated against the company's Azure. This means that users and administrators can log in with Microsoft 365 credentials. The information belo...
In order to be able to authenticate Zylinc Cloud users against an Azure Active Directory an Application mustbe created in Azure.App creation in Azure portalGo to your Azure Active Directory in the Azure portal and follow the steps below.2. Register an AppClick App registrations, New registration....
In order to be able to synchronize Microsoft calendar appointments via the Microsoft Graph API an Application must be created in Azure.NOTE: These steps are only covering synchronization withonlinecalendars, not on-premise calendars.App creation in Azure portalGo to your Azure Active Directory in...
Content Description App creation in Azure portal Register an App Grant API permissions Get the Client and Tenant IDs for the application Add public client flows Configure Zylinc mailbox user Enable SMTP AUTH authentication Configure Send-As permissions Alternative: Using Powershell Description...
DescriptionThe Zylinc service uses a Microsoft Azure AD App Registration to Read or Read and Write Calendar information on all the Office365 Users.RequirementsZylinc Cloud installation: Minimum Version R4.0Platform 6.5: Minimum release 6.5u5.9 (Zylinc Exchange Sync v3 Provider MS Graph) For 6.5 ...
DescriptionDescriptionWhen calendar status is enabled, it is displayed with an icon and a timestamp indicating the time of the next status change.
Zylinc Cloud is able to integrate with Microsoft Exchange in order to provide calendar integration for customers that have not migrated their calendars to Office365.In order to do so, a Zylinc Calendar OnPremise Microsoft Exchange service must be installed within customer's network. Microsoft Exc...
Read this article to learn how to configure OAuth 2.0 authentication for Microsoft integrations in Zylinc. Automatic Migration from Basic AuthenticationMicrosoft is gradually phasing out Basic Authentication. Until Microsoft ends support, both Basic Authentication and OAuth 2.0 can be used.When B...
In this guide, you can learn how recordings are handled during call transfers in Zylinc Cloud and how to configure rules that control when recordings are allowed to continue.This feature helps ensure compliance, especially when calls are transferred to external parties.Recording behaviour now dep...
This document will describe the CSV format, expected by the CSV data provider. The exact same format is used for the CSV file upload feature. The format is flexible: The first row must contain the column headersColumn headers are case insensitiveColumns can appear in any orderThe "Email" column i...
Content Description How to create 'Custom announcements' If you have a recording: Upload file If you want to create a new one: Create audio o Use default voice and text to speech o Record yourself/ a voice Name your message Would you like to overwrite? Category Match the language ...
HTTP Request The caller information lookup service will perform HTTP GET request to given Endpoint URL when it comes to requesting caller information. If an API key is specified the request will be decorated with the X-API-Key header containing given API Key Request exampleGET https://external-se...
DescriptionRegistrer AppAllow permissionsAllow public client flowGather app informationsAllow IMAP og SMTP AuthDescriptionTo be able to transfer emails from your own setup into Email Queues, an app must be registered in Microsoft Entra ID. This is done to grant permissions so that Email Queues ca...
Content Follow this step-by-step guide to integrate Microsoft Teams into your Zylinc Cloud solution. Presence (Get Presence) Go to Entra/Azure New App registration Allow client flow Add API permissions Grant admin consent Add Client secret Obtain the client and tenant IDs for the application Cr...
Content Failover is what happens to a call when it has waited too long in a queue or no agent responds. If you do not define settings for failover, these calls will eventually disconnect and the customer will have to call again. You can set up Zylinc to handle failover-calls the way you want to –...
Content: - Description - Enable and define time period - Historical routing overrides latency and queue weight Description With historical routing, you can prioritize that if a person calls back, Zylinc will attempt to route the call to the agent the caller last spoke to. This way, the caller ...
Content Description: What is callback? Who would you like to reduce waiting time for? How automatic callback works for the caller What if the callback is answered by voicemail? Callback and queue setup How to create a callback configuration Enabled Automatic callback Activate callback offe...
ICON DESCRIPTION LEFT MENUBAR (VERTICAL) TOP MENUBAR (HORIZONTAL) CALLS AND QUEUES CALL HANDLING OTHER ICONS
1.1 Call recording It is possible to enable recording on a queue to record incoming calls. When call recording is configured on a queue, the calls entering the queue will be recorded throughout the entire call lifetime. For instance, if a user calls a queue with recording, is transferred to ano...
Permissions for Azure apps set-up Before you get started with your new Zylinc Cloud solution, you must open up for some mandatory permissions in your Azure environment. Some functions are necessary for Zylinc Cloud to function properly and some are optional. We recommend accepting all options a...
Description Teams Presence Federation i Teams Presence feature Information from Azure app Users with teams presence permissionsLimitation for Delegated Users Filter users on tags Description Teams PresencePresence in Microsoft Teams displays your current availability status – for example, A...
Content Description File Name Would you like to overwrite? Category Comment (if any) Customize the volume Description Music on hold (also known as music-on-hold, MOH, or waiting music) is recorded music that you play to fill the silence that a waiting caller would otherwise experience. Music ...
Initial configuration on NPS today portal URL: https://app.nps.today/ Username: Sent with the creation of the account to support@zylinc.com Password: Sent with the creation of the account to support@zylinc.com Add Campaign Select Name for the campaign Select template for the survey (only one is...
Content Description How to create a 'Personal greeting' If you have a recording: Upload file If you want to record a new one: Create audio Use default voice and text to speech Record yourself/ a voice Customize the volume Save! Description You can create a personalized greeting to be playe...
Description Select sources for presence federation to Microsoft Teams Select sources for presence federation to agent status Teams presence mapping DescriptionWith presence federation, availability status can be synchronized between Agent Status (Web Agent, Simple Agent, and Mobile Agent) and Mi...
Indhold Wrapup time Inquiry offer timeout private queue timeout Returned inquiry private queue timeout Beskrivelse wrap-up time Her indstilles det, i hvor lang tid en agent skal sættes på pause efter et indgående opkald Når en agent har er sat på pause, kan agenten se det i webagenten, via W...