Contact Center

1. Introduction

This manual provides step-by-step instructions on how to use the Contact Center features in OCCS. The Contact Center includes the following sections:

  • Calendar – Manage work schedules and holidays.

  • Email Accounts – Configure and manage email accounts.

  • View Attributes – Customize and manage attribute views.

Calendar

2.1 Adding a New Calendar

Step 1: Access the Calendar Section

  1. Navigate to the Contact Center from the left sidebar.

  2. Click on Calendar to enter the calendar management section.

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Step 2: Create a New Calendar

  1. Click the Add Calendar button.

  2. You will be directed to the Add Calendar page.

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  1. Fill in the required details:

    • Name (Mandatory): Enter the calendar name.

    • Description: Provide additional details if necessary.

  2. Click Next to proceed.

Step 3: Configure Holiday Selection

  1. Move to the Holiday Selection step.

  2. Add holiday details as needed.

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  1. Click Save to finalize the calendar setup.

2.2 Editing an Existing Calendar

Step 1: Open the Calendar for Editing

  1. Navigate to Contact Center > Calendar.

  2. Select the calendar you want to modify.

  3. Click on the Edit Calendar button.

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Step 2: Update Calendar Details

  1. Update the calendar name or description if necessary.

  2. Adjust the calendar year using the dropdown menu.

Step 3: Manage Holidays

In the Holiday Selection section, you can:

  1. Add a new holiday by clicking the Add button.

  2. Edit an existing holiday by clicking the pencil icon.

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  1. Delete a holiday by clicking the trash icon.

  2. Multiple Delete: Select multiple holidays using checkboxes and click the Delete Selected button.

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  1. Click Save to apply the changes.

2.3 Importing Holidays from CSV

  1. Click the Import from CSV button in the Holiday Selection section.

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  1. Upload a CSV file containing holiday details.

  2. Ensure the format matches system requirements to avoid errors.