System Account Settings

The Settings page contains general information about your account, including your contact information, language, login credentials and portal branding. It is also where you configure how customers will interact with you.

The Settings page includes the following key sections:

  • Profile where you specify your official provider name and languages that can be used on the system.
  • Administrator Account where to setup your administrator account credentials and language preferences.
  • Technical Support where you specify the public email and phone number where customers can get support and answers to queries.
  • Phone System Used displays information about the default inbound and outbound telephony provider for new VARs.
  • Appearance and Branding where you personalize the Web Portal interface with your corporate branding.
  • Live Chat where you activate and configure the live chat if you intend to offer this type of service to your customers.
  • Application Servers where you setup the application servers that will be used to process requests to the virtual assistant and its Web applications.

Profile

Profile fields specify the official provider name and languages that can be used on the system.

To access these fields, click Settings from the main menu, and go to the Profile section. If the section is collapsed, click the down arrow next to the Profile title to expand it.

Provider Name

The provider name is used to personalize the portal and reflect your brand name. This is the name that your customers will see in the signature of emails that you send them and at some locations on the Web portal.

To show or modify the brand name to display in the system emails and Web portal:

  • From the main menu, click Settings and go to the Profile section. If the section is collapsed, click the down arrow next to the Profile title to expand it.
  • Enter your personalized brand name in the Provider Name field.
  • Click Save to apply the change.

Language

The Language field under the Settings > Profile specifies the default language to be used when creating new customer accounts. You can change the default customer language at any time.

To specify your personal language preference and Web portal Interface language, go to Settings > Administrator Account.

Change Default Customer Language

  • From the main menu, click Settings and go to the Profile section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Language dropdown list and select one of the available languages.
  • Click Save to apply the change.

Administrator Account

This section is where you manage your System Administrator account credentials and personal language preferences.

To access these fields, click Settings from the main menu, and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.

Language

The Language field under the Settings > Administrator Account specifies the Web portal interface language for the System Administrator.

To specify the default language to be used when creating new customer accounts, go to Settings > Profile.

Change Your System Administrator Account Language Preference

  • From the main menu, click Settings and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Language dropdown list and select one of the available languages.
  • Click Save to apply the change.

Admin Email

The email address in this field is the private address that serves as your username to login to the Web portal as the System Administrator. It is also the email account that receives system notifications and messages.

To specify the public email and phone number where customers can reach you for support and queries, go to Settings > Technical Support.

Change Your Administrator Account Email Address

You can change the email address associated with your System Administrator account. All future email communications will use the new address that you specify (bills, notifications, credentials, etc.). The new email will become your new username when logging into the Web portal as the System Administrator.

To change your email address:

  • From the main menu, click Settings and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Update the Email Address field.
  • Click Save to apply the change.

Password

For security purposes, the Web portal does not display your password but allows you to change it as required using the Change Password button.

Change your password

To change your password after logging into the Web portal:

  • From the main menu, click Settings and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Change Password button.
  • A popup window will display.
  • Enter your Old Password for verification purposes.
  • Enter your New Password and re-type it for confirmation in the appropriate fields.  The password must have at least 8 alphanumeric characters with at least one capital letter, one digit and one special character. 
  • Click OK to apply the change.

NOTE: If you lost your password, go to the Web portal login page and click the Forgot PIN? link then enter your email. Your account credentials will be emailed to you. See  Login to Web Portal for details.

Main Administrator (User)

This field indicates the user account of the Main System Administrator (SysAdmin). It displays the User ID and Name of the system admin user.  The Main SysAdmin is the Super-User who has full authority on the system. There is only one Main System Administrator.

Change the Main System Administrator User

  • From the main menu, click Settings and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Edit icon next to the Main System Administrator user name. 
  • Select the new user who will be the Main System Administrator. This dropdown list is populated with VAR administrators and their delegates.
  • Click Save to apply the change. 

Delegate Administrators (Users)

The Main SysAdmin can grant and revoke administrator rights to selected VAR administrators to make them "Delegate-Administrators". Delegate-Administrators cannot add or remove administrators for the account.

Add a Delegate System Administrator

  • From the main menu, click Settings and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Add Delegate-Administrator button. 
  • Select the user who will be the new Delegate-Administrator for the system. This dropdown list is populated with VAR administrators and their delegates.
  • Click Save to apply the change.

The user will be added to the list of Delegate Administrators. 

Remove a Delegate System Administrator

  • From the main menu, click Settings and go to the Administrator Account section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the next to the Delegate-Administrator that you want to remove. 
  • Click OK to confirm the deletion.

The user will be removed from the list of Delegate Administrators.  

Technical Support

As a System Administrator, you are expected to manage value-added reseller (VAR) support requests and queries. The technical support section is where you specify the public email and phone number where VARs can reach your technical support group. This information will be displayed to VARs on their Web portal.

To change the email and phone number of your customer support:

  • From the main menu, click Settings and go to the Technical Support section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • In the Support Email field, enter the email address that VARs use for support and queries.
  • In the Support Phone field, enter the phone number that VARs dial for support and queries.
  • Click Save to apply the change.

Telephony Provider Used

This section displays information about the default inbound and outbound telephony provider that will be automatically assigned to new VAR accounts.

The information is populated from the PBX & Trunks page. If the required telephony provider is not in the list, you will need to add the new telephony provider before proceeding. See Create a Telephony Provider for details.

To access these fields, click Settings from the main menu, and go to the Telephony Provider Used section. If the section is collapsed, click the down arrow next to the section title to expand it.

Appearance and Branding

As a System Administrator you can personalize the appearance of your Web portal and mobile applications with  your logo and theme colors.

To access these fields, click Settings from the main menu, and go to the Appearance and Branding section. If the section is collapsed, click the down arrow next to the section title to expand it.

Configure Web Portal Theme Colors

You can choose a primary and secondary theme colors to display various elements of the Web portal:

  • From the main menu, click Settings and go to the Appearance and Branding section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • From the Color #1 dropdown list, select the primary/dominant theme color.
  • From the Color #2 dropdown list, select the secondary theme color.
  • Click Save to apply the change.

Show your Logo

You can incorporate your logo on the Web portal and mobile app by uploading an image file of your logo. The image file should be in JPG, PNG or GIF format, scaled to 143 x 59 pixels and with a size less than 30KB. This logo will be displayed for all your customers.

To feature your logo on the Web portal and mobile app:

  • From the main menu, click Settings and go to the Appearance and Branding section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Choose File button next to the Logo image label.
  • From the popup window displayed, find and select your logo file and click Open to confirm.
  • Click Save to apply the change.

Show your Favicon

In addition to your logo, you have the option to upload a favicon to further customize the platform to your branding. A favicon is an icon (usually similar to your logo) associated with a URL that is usually displayed in a browser's address bar or tab or next to the site name in a bookmark list. The favicon should be in PNG, GIF ou ICO format, scaled to 16x16 pixels and with a size less than 500 bytes (0.5KB).

To feature your favicon on the Web portal and mobile app:

  • From the main menu, click Settings and go to the Appearance and Branding section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the Choose File button next to the Favicon image label.
  • From the popup window displayed, find and select your Favicon file and click Open to confirm.
  • Click Save to apply the change.

Live Chat

Your telephony and virtual assistant platform supports live chat to interact directly with customers requiring support or seeking information. By default, live chat is not active when your account is created. This section is where you specify the working days and hours of your live chat service. 

To access these fields, click Settings from the main menu, and go to the Live Chat section. If the section is collapsed, click the down arrow next to the section title to expand it.

Before activating Live Chat, refer to the user guides and other documentation provided with your System Administrator package.

To activate and configure live chat settings after deploying the chat software:

  • From the main menu, click Settings and go to the Live Chat section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Check the Activate box.
  • Configure the live chat service days and hours in English and French. See Live Chat Service Hours for details.
  • Click Save to apply the change.

Live Chat Service Days and Hours

You can configure when your live chat service is available to customers during weekdays, weekends, and on special events like statutory holidays.

There are two types of service hours:

  • Weekly Service Hours: Defines when live chat services are available during weekdays and weekends. You specify the hours when the chat service is available for each day of the week. Default weekly service hours are automatically created with your account. You can also create as many custom weekly service hours as you need. See Modify or Create Weekly Service Hours for details.
  • Special Events Service Hours: Defines when live chat services are available during specific periods of the year such as statutory holidays. Special Events take precedence over the Weekly Service Hours. See Modify of Create Special Event Service Hours for details.

Service hours types are subject to a priority level in case timeframes overlap between schedules. See Service Hour Priorities for details.

Service Hour Priorities

Service hours schedules are applied based on priority levels. For example, a special event such as a statutory holiday will have precedence over the weekly service hours. Priorities are as follows:

  • Special events service hours
  • Weekly service hours
    • Weekends
    • Lunch
    • Working Hours

Weekly Service Hours

Weekly service hours define your recurring live chat hours. You specify the timeframe when live chat service is available to your customers. Default weekly service hours are automatically created with your account. The default weekly schedule covers 2 basic periods:

  • Weekdays: Defines the timeframe when live chat services are available from Monday to Friday.
  • Weekends: Defines live chat availability hours during weekends (Saturday and Sunday).

You can also add as many custom weekly service hours as you need. See Modify or Create Weekly Service Hours for details.

Modify or Create Weekly Live Chat Service Hours

  • From the main menu, click Settings and go to the Live Chat section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Modify an existing weekly service schedule
    • In the Weekly Service Hours Schedule table, click the name of the schedule to modify (Weekdays, Weekends or any other custom schedule that you have previously created).
    • A new page enables you to edit the schedule.
  • Create a new weekly schedule
    • Click the New button above the Weekly Service Hours Schedule table.
    • A new page will enable you to configure the schedule.
    • In the Timeframe Name field, enter a descriptive name for your new weekly schedule.
  • See below for information on the various fields and sections.

Days of the week to which the weekly schedule applies

Under the Weekly Schedule section, define the days of the week and hours when the schedule applies. Check the boxes corresponding to the days of the week when you are working. For example, check boxes M, T, W, T, F for Monday, Tuesday, Wednesday, Thursday and Friday. Check Enable this schedule for all weekdays to check all days of the week.

Timeframe

Enter your work hours Start Time and End Time. To be available 24 hours, check Enable this schedule all day long instead of setting a start and end Time.

To create specific service hours rules during your lunch break, check Add Lunch Schedule. A new weekly lunch schedule will be created under the Weekly Service Hours Schedule table. You can modify the Lunch schedule after saving the current service hours schedule.

Create a Lunch Schedule

  • From the main menu, click Settings and go to the Live Chat section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • In the Weekly Service Hours Schedule section, click Working Hours.
  • Check the Add Lunch Schedule box.
  • Click Save to apply the changes.
  • You will see a new entry named Lunch under the Weekly Service Hours Schedule table.
  • You must now configure your Lunch Schedule. See Modify a Lunch Schedule.

Modify a Lunch Schedule

  • From the main menu, click Settings and go to the Live Chat section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click Lunch in the Weekly Service Hours table. If you don't see a Lunch schedule, refer to Create a Lunch Schedule.
  • Follow the instructions under Modify or Create Weekly Service Hours Schedule.

Special Events Service Hours Schedules

Special Events Service Hours Schedules define your live chat service hours during specific periods of the year such as statutory holidays. Special Events take precedence over Weekly Schedules.

You can add as many special events schedules as you need. See Modify or Create a Special Event for details.

Modify or Create a Special Event (statutory holidays, etc.)

  • From the main menu, click Settings and go to the Live Chat section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Modify an existing special event
    • Click the name of the event to modify in the Special Events Service Hours table.
    • A new page will enable you to edit the schedule.
  • Add a new special event
    • Click the New button above the Special Events Service Hours table.
    • A new page will enable you to configure the schedule.
    • In the Timeframe Name field, enter a descriptive name for your new special event schedule.
  • Specify the Start Date and Time and the End Date and Time for the event.
  • Click Save to apply the change.

Application Servers

This section is where you configure the application servers used for the virtual assistant and its Web applications. One of these servers is the “master” while the others are “slaves” that can replace the Master in case of failure.

To access these fields, click Settings from the main menu, and go to the Application Servers section. If the section is collapsed, click the down arrow next to the section title to expand it.

Application server options:

  • Host Name: Enter a descriptive name for the server. Example: Master Server or Backup Server
  • IP Address: Enter the IP address of the server.
  • Role: Select an option from the list
    • Master: Main server that is used to process requests to the virtual assistant and its Web applications.
    • Slave: Backup server that will be used if the master server is down.

Modify Application Servers

To modify the application servers that can be used to process requests to the virtual assistant and its Web applications:

  • From the main menu, click Settings and go to the Application Servers section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the name of the server to modify.
  • Update the fields as required. See Application Server Options for details.
  • Click Save to apply changes.

Add an Application Server

To add an application server that can be used to process requests to the virtual assistant and its Web applications:

  • From the main menu, click Settings and go to the Application Servers section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the New button at the top right of the table.
  • Fill in the fields as required. See Application Server Options for details.
  • Click Save to add the server.

Delete an Application Server

To delete an application server used to process requests to the virtual assistant and its Web applications:

  • From the main menu, click Settings and go to the Application Servers section. If the section is collapsed, click the down arrow next to the section title to expand it.
  • Click the icon in the row of the application server that you wish to delete.
  • Click OK to confirm.
  • Click Save to add the server.