Tenant Resource Configuration

Scheduler

From 10.7.1219 - The Scheduler tab (Fig. 1) within Softdial One™ provides a mechanism for automating particular actions at particular times for each day of the week.

Scheduler - Agents tabScheduler - Services tab

Fig. 1 - Scheduler - Agents/ Services tabs

Each row displays one configured schedule. The columns (different for each type of schedule) correspond to fields set in the Schedule configuration dialogue.

Each day column ( M, Tu, W, etc) for each row has a scheduled times icon. This can be either:

Schedules are configured for particular resources. Down the left of the window are tabs which show schedules for these resources. The following are available:

At this release, only the above schedules are available. In time, this will replace the Scheduled Actions service entirely.

Actions available in the Scheduler tab are:

To create a new schedule , click New

The Schedule configuration dialogue appears.

To edit an existing schedule , either

  1. select a row
  2. click Edit

or

  1. double-click a row

The Schedule configuration dialogue appears.

To delete an existing schedule:

  1. select a row
  2. click Delete

To filter the list of configurations, enter some text. The list is updated as you enter text to show only those configurations with a field containing the search text.

When creating or editing a schedule, the Schedule configuration dialogue is displayed, showing the configuration options for a schedule.

The fields available in the dialogue depend on which resources (tabs down the left side) you are configuring:

Agent schedule configurationServices configuration dialogue

Fig. 2 - Agent/ Service schedule configuration dialogue

Possible fields are:

Setting Available for Details
  Agents Services  
Group Address No Yes

A queue name. Must match a Queue Name as set in the Campaigns & Queues tab

Once a Service schedule is created, its Group Address cannot be changed. Therefore, when editing, this field is not present.
Agent ID Yes No The agent ID. Must match an Endpoint Name as set in the Users & Endpoints tab
Campaign ID Yes Yes

The campaign ID. Must match a Campaign Name as set in the Campaigns & Queues tab

Once a Service schedule is created, its Campaign ID cannot be changed. Therefore, when editing, this field is not present.
Agent Description Yes No An extended description of the agent
Agent Extension Yes No The agent's phone extension number
Auto Wrap Yes No Whether or not Softdial CallGem™ will automatically generate a Wrap command and end the call transaction.
Virtual Agent Yes No Whether or not the agent is virtual (i.e. not a physical agent)
Retry Logon Yes No Whether or not a failed logon should be retried

This section contains start/ end fields for each day of the week.

To set times, either

  1. select a time from the drop down, or
  2. enter a time in the form HH:MM (where HH is 00 to 23, MM is 00 to 59). The fields also accept the form HH:MM AM or HH:MM PM, and the translation to 24 hour format will be made automatically.

The Save button is enabled when there are no errors in the Time Range fields, and all required fields are completed.