Settings

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

The Settings page includes the following key sections:

General Information

The contact information is used to receive information about your account (User ID, PIN, access numbers and other notifications). It is also the default information used for support and billing.

To access these fields, click Settings from the main menu, and go to the General Information section.

Account SPID

The Account SPID is the VAR Account ID on a third-party Service Provider using Evatel as a value-added virtual assistant service on its phone system.  By default, this field is blank. The SPID is used to enable third-party applications to provision and manage accounts on your system. The SPID is supplied by the third-party system and is used to associate and sync account information.

To change your Account SPID:

  • From the main menu, click Settings and go to the General Information section.
  • Enter the code supplied by the third-party system in the Account SPID field.
  • Click Save to apply the change.

VAR Name

The VAR 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 view and edit the name shown on your system emails and Web portal:

  • From the main menu, click Settings and go to the General Information section.
  • Enter your name in the VAR Name field.
  • Click Save to apply the change.

Billing CAN

The alpha-numeric code represents your billing account code (CAN or Customer Account Number). This CAN code is automatically assigned to your account at creation. It used to calculate and manage your account billing based on your billing mode:

  1. If you are billing your customers directly: The system administrator uses your CAN to bill you for services used by your customers. This is your cost of services sold to your customers.
  2. If you are not billing your customers directly: The system administrator uses your CAN to pay you your revenue on the services used and paid by your customers. This is your net share of revenue from services sold to your customers.

You cannot edit your billing CAN code. To view your CAN, go to the Settings page, under the General Information section.

Click on your CAN to connect to the billing system and start a session in your VAR account.

Language

The Language field under the Settings > General Information 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.

To change the default language of your new customer accounts

  • From the main menu, click Settings and go to the General Information section.
  • Click the Language dropdown list and select one of the available languages.
  • Click Save to apply the change.

Address

Address fields (Address, City, Country, State/Province, Zip/Postal Code) are used for various purposes and should always be kept up to date. They are used to send you information about your account.

To view and edit your address

  • From the main menu, click Settings and go to the General Information section.
  • Update the address fields (address, city, country, province/state, zip/postal code) as needed.
  • Click Save to apply the change.

Administrator Account

This section is where you manage the VAR administrator account credentials, contact information 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 title to expand it.

VAR Admin Language

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

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

To Change Your VAR Admin Language

  • From the main menu, click Settings and go to the Administrator Account section. 
  • Click the Language dropdown list and select one of the available languages.
  • Click Save to apply the change.

VAR Admin Email Address

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

To manage your support email and phone number where customers can reach you for help, go to Settings > Technical Support.

To Change Your VAR Admin Email Address

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

To change your email address:

  • From the main menu, click Settings and go to the Administrator Account section.
  • Update the Email Address field.
  • Click Save to apply the change.

VAR Admin Phone Number

This phone number remains private and is used by the System Administrator to communicate with you about your VAR account.

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

Change Your VAR Admin Phone Number

To change the phone number associated with your VAR administrator account:

  • From the main menu, click Settings and go to the Administrator Account section.
  • Update the Phone Number field.
  • Click Save to apply the change.

VAR Admin 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.
  • Click the Change Password button. A popup window will display.
  • Enter your Old Password for verification purposes.
  • Enter your New Password and retype 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 VAR Administrator. It displays the User ID and name of the VAR who has full authority on the system. There is only one Main VAR Administrator.

Delegate Administrators (Users)

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

Add a Delegate VAR Administrator

  • 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 Company administrators and their delegates.
  • Click Save to apply the change.

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

Remove a Delegate VAR Administrator

  • Click the Delete icon 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.  

Default Phone System and Telephony Providers

This section displays information about the default phone system (PBX) and default inbound and outbound telephony providers used to handle your customers calls. You cannot edit this information.

 To view these parameters, click Settings from the main menu, and go to the Default Phone System and Telephony Providers section. 

Live Chat

You can configure and use a live chat to interact directly with customers requiring support or help. By default, live chat is not active when your account is created. This section is where you specify your live chat service hours and modify them as needed.

To access the live chat parameters, click Settings from the main menu, and go to the Live Chat section.

Before activating Live Chat, contact your System Administrator.

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.
  • Check the Activate box.
  • Configure the live chat service hours in English and French. See Live Chat Service Hours for details.
  • Click Save to apply the change.

Live Chat Service 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 Chat 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 Chat Service Hours for details.
  • Special Events for Chat 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 or Create Special Events for Chat Service Hours for details.

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

Chat Service Hours Priorities

Chat service 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 Chat Service Hours

Weekly chat service hours define your recurring live chat hours. You can specify the timeframes when live chat service is available to your customers. Default weekly chat 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 during weekends (Saturday and Sunday).

You can also add as many custom weekly service hours as you need. See Modify or Create Weekly Chat 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.
  • Modify an existing weekly chat service schedule
    • In the Weekly Chat 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 chat schedule
    • Click the New button.
    • 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 Schedules 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 chat service 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 chat service hours during your lunch break, check Add Lunch Schedule. A new weekly lunch schedule will be created under the Weekly Chat Service Hours Schedule table. You can modify the Lunch schedule after saving the current chat service hours schedule.

Create a Lunch Schedule

  • From the main menu, click Settings and go to the Live Chat section.
  • 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

Special Events Chat 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.
  • 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.
    • 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.