Primas CX User Guide
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Step-by-step guide

  • Go to Linkscope Web application and if you're not already signed in, select Sign in.

  • From the Linkscope Web application, you click to Configuration → FreedomQ →  FQ Option at the menu.


 ADD FQ Option

  1. Click  button, the Add popup is displayed.

  2. From the Add popup, you enter all information into the fields. Then click  button. 



    1. Note:
      • Normal FQ: This is Normal FQ from FQ Config.
      • Open Hour: The time we start offering the callback.
      • Close Hour:  The close time we stop offering the callback.
      • Minimum Queue Position: If the current number of calls in a queue is over this number and the EWT is over the minimum EWT, the system starts offering the callback. Otherwise, the system won't offer the callback to the caller.
      • Maximum Queue Position: If the number of calls in the queue is over this value, the system will stop offering the callback.
      • Minimum EWT: If EWT for a queue is over this value (MINUTE) and the number of calls in the queue is over the minimum Queue Position number, the system starts offering the callback. Otherwise, the system won't offer the callback to the caller.
      • Maximum EWT: If the EWT for a queue is over this value (MINUTE), the system will stop offering the callback.
      • EWT Buffer: When the system offers the callback, it will prompt to the caller the EWT = the current EWT plus this buffer value.
      • Callback Caller ID: When the system callback to a customer, this phone number be will displayed as the calling number.
      • Delivery Attempts: This value tells the system how many times it will reschedule to callback if the call gets FAILED signal when system callbacks customer.
      • Delivery Interval No Answer:  This value tells the system how many times it will reschedule to callback if the call gets a NOANSWER signal when system callbacks customer.
      • Delivery Interval on Busy: This value tells the system how many times it will reschedule to callback if the call gets a BUSY signal when system callbacks customer.
      • FQ Cleanup time-frame: this value tells the system to cleanup the callback token if the callback time of the token has already passed over this value (HOUR). 
      • Offer FreedomQ: indicate whether the system offers a callback to customer.
      • Offer Queue Position: indicates whether the system plays the queue position to customer when it offers a callback to customer.
      • Offer EWT: indicates whether the system plays the EWT information to customer when it offers a callback to customer.
  3.  If the system shows this message, you created successfully FQ Option.



EDIT FQ Option

  1. On the FQ Option List table, select any row you want to edit.



  2. Click  button on that row. The Edit popup is displayed. 
  3. Form Edit popup, edit queue options. Then click the image2019-8-13_17-37-41.png button. 



    If the system shows this message, you edit successfully FQ Option.

DELETE FQ Option

  1. On the FQ Option List table, select any row you want to deleted.



  2. Click  button on that row.

  3.  There're alert displays after you click to this button. Select OK.



     If the system shows this message, you deleted successfully FQ Option.


IMPORT FROM/ EXPORT TO AN EXCEL FILE

  • To import data from excel file: 
  1. At select file (.xls) label, click Select files button.



  2. Select an excel file that you want to import and click Open button.



  3. Click the Import button.



  • To export data from excel file: 
  1. On the page below, click the Export Excel button.



  2. Check the File Name (default page name), Save as type (*XLS file). Then click Save button.