Softdial Repository™

Centralized management and configuration of shared resources

At a Glance

About Softdial Repository™

Softdial Repository™ is a web-based configuration center designed for the Softdial Contact Center™ (SCC) platform. This tool allows system administrators for both tenants and landlords to efficiently manage and centralize various resources used in the SCC system. These resources encompass user profiles, group configurations, campaign settings, queue parameters, sound assets, and disposition codes, among others. By leveraging the Repository, administrators can streamline their tasks, save time, and ensure consistency across their SCC operation.

Browser based

Administrators can have full control over contact center configurations, regardless of their location, whether they are at home, in the center, or working remotely. This flexibility allows for quick responses to emergencies and configuration requests using any device with a web browser.

Administrators can configure items within seconds, and these configurations are then accessible by:

– All users within a specific tenant (for tenant users)

– All tenants (for landlord users)

In a hosted multi-tenant environment, tenants and landlords can access different configuration items to suit their specific needs.

Tenant administrators have the ability to:

(for each campaign):

Allocate automated agents to manage sessions.
Define predefined greetings to be played during specific events.
Configure the available buttons for agents working on that campaign.

(for each queue):

Define timeout, overflow, and other timers.
Allocate users to the queue.
Configure SLAs (Service Level Agreements).
Adjust blending priorities between queues.
Specify the sounds heard by customers waiting in the queue.

(for each user):

Establish a name, password, and permission level.
Determine the number of potential simultaneous session slots, such as 1 voice, 3 email, 2 chat. Max of 6.

Create disposition codes for sessions handled by agents.

Specify the allowed reasons for an agent's break.

Upload personalized audio files to be used for customers and agents.

Configure automated actions, such as initiating specific campaigns, to occur automatically when a tenant is launched.

Establish destination queues for specific source and destination patterns.

Allocate agents to specific groups or teams.

Schedule agents to log in/out and queues to be in/out of service at specific times on particular days.

Configure precise outbound rules to determine who can be contacted and when they can be contacted.

Landlord administrators can:

Specify the handling of each communication channel (such as chat, email, voice, etc.) within SCC.

Establish disposition codes for both agent and non-agent sessions across all tenants.

Configure additional landlord-level users.

Establish destination tenants for specific source/destination patterns.

Disaster recovery

Since Softdial Repository serves as a unified central store, it can be effectively backed up, simplifying the recovery process in the event of system failures. Configuration items are readily accessible, facilitating a smooth and rapid system reinstallation. This ensures that all agents and campaigns can quickly return to operation without the need for manual data entry.

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