UNDER CONSTRUCTION v4.0  User Guide 23 September 2007

Getting started | Calls-tasks | Call macro &  Custom Forms | Email | Miscellaneous | Projects | Admin | Install

Administration
 

The system administrator (privilege level 10) has access to a range of functions not available to other ConsolQ users, such as:

. changing privilege levels for users
. deleting a call/task
. modifying system configuration
 

Staff system - user management
On the main menu select STAFF. To establishing a new ConsolQ user login type in a new username, complete first and last name details - a new user will created if there are sufficient licenses.  To change details about a user click on the appropriate user and complete more details then update.  You can then change the user privilege level or delete the user.

Privilege levels are as follows:

0 - Inactive user. Will not appear on reports or drop down lists.
1 - User can log a call but is not included in call centre 'staff whereabouts' group.  This level does not have access to staff user lists.  Level 1 is usually used for remote system users such as 'super users' who need to log a call but are not considered full time members of the team.
5 - Normal team member access.  Appears in 'staff whereabouts', access to email, staff management, change a client allocated to a call, events.
6 - As per 5 - but also allows the sending of email and also mark as "viewed" any system emails received. Level 5 users can view emails but not mark them as viewed.
7 - This or higher gives rights as a 'Change Manager' This role can approve a change and assign a reviewer.
10 - System administrator.  Has access to the System Administrator menu for configuration purposes. This level of access is also required to Delete a Task or Call, access password reset, access level and active users.

"System" Configuration
The following functions are available from the System icon on the ConsolQ task bar.  Note you must login as an administrator. The system option in the main tool bar is not seen until the administrator logs in.

Click on System and the following options are displayed:

Progress Title Configuration This screen allows the user to customise the names and colors of task of Progress Title configuration.  To add a new progress type click Add New. Type in a new Progress Title and click Submit.  To edit a Progress Title click Edit.

ConsolQ Settings (more detail is provided on the ConsolQ page) This screen allows the administrator to set up email and other items: SMTP Server name: (mandatory) POP3 Server: (optional) POP3 User Name: (Username for email server) POP3 Password: (Password for email server) System email address: Sender name: (mandatory) eg.Call centre/ business name. Call centre phone number that will appear on emails Call center fax number that will appear on emails Auto-reply to emails Send HTML - email format Include Call Info - in the email Email response message - to be included in auto-reply emails Auto-populate service note  - new service notes created will have current task category and ID Default allocated task time - set your standard time interval for each task Use Devices Y/N Some call centres may not deal with device related calls. An IT help desk may normally associate a call with a device eg. PC/printer.  If this the case then choose the Y option.  Device menu options will then appear when calls are being taken.  The N option will remove device associated menus.   For email click here

Add licenses To add new licenses select System/Add Licenses.  Paste the supplied license into the box and Submit.  Be sure that no additional characters are included.  The license count on the Add New Staff Member screen will update.

Attach your logo Browse to a .jpg file. This image will be displayed on the top left hand side of your "Call summary" page which is suitable for printing.

Task Categories and Custom Forms

List Management Add a new item and submit.  To edit the item select link, type changes and submit. To delete : The following items are configurable. Call Priorities eg. Urgent - same day, non-urgent Call Type eg. Password reset, Training Actual Call Type Area/ District Department Site Supplier

Delete a Call Type in call number and follow the prompts.  Note. No record of the call will be kept.

ConsolQ Client Administration Tool

The tool allows for import of a Novell Groupwise email address book into ConsolQ. Please contact wheresmary if you need this.

Email server
On first run click the settings button. Type in Data Base Server address, Data base user ID and the Database Password.

in v3.1 the email server was updated to allow for remote updates.

The file save path for incoming email file attachments - please configure to:

C:\inetpub\wwwroot\consolq\upload\filestorage\  (change drive as appropriate)

Click Save.

The system is then ready for use.