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VidyoEngage Tenant Admin: Managing System Settings

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As a VidyoEngage™ Tenant Administrator, you can do the following from the System Settings menu:

  • Upload custom logos that are specific to your company’s branding
  • Set authentication settings for Local and SAML
  • Update email notification settings and send test emails 
  • Reset API token for both the agent and customer apps
  • Enable and disable VidyoReplay™ and/or the Verint® Recorder
  • Manage configurations for DocuSign® and Email/SMS notifications
  • Export interactions for recordkeeping

Each of these is explained in this article.

Uploading Logos

To upload logos:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > UPLOAD LOGO.
    The Upload Logo page appears.

    systemsettingsupload_logo.png

  3. Click Browse to locate and select the appropriate image file.

    Note: JPEG, JPG, GIF, and PNG files are currently supported.

  4. Click the Upload button to upload the file.

Setting Authentication 

The Authentications Settings option allows you to define the authentication type used by your admins and agents. If you have a mixed deployment where you are using both SAML and Local authentication types; you must select both authentication types. To select more than one value; hold down the control key when making selections.

To set the authentication settings:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > AUTHENTICATION.
    The Authentication page appears.

    authentication.png

  3. Click Local or SAML in the Authentication types: area. 

  4. Click Local or SAML in the Agent authentication types: area.

  5. Click the Update authentication settings button to upload the file.

 

Resetting API Tokens

The customer or the agent application uses API tokens to authenticate each of the RESTful APIs that are invoked. If enabled, an incorrect or missing API token in the RESTful APIs will be rejected.

To reset API tokens:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > API-TOKEN.

    api_token.png

  3. To reset the token, click the Reset Token option.

    The Do you really want to change the token? pop up displays. 

    change_token.png

  4. Select Ok to change the token or click Cancel to close out of the window. 

 

Update Email Notifications Settings

The Email Notifications Settings option allows you to input SMTP information for agents and admins to reset their passwords when local authentication is set.

To update or test email notification settings:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > EMAIL NOTIFICATIONS SETTINGS.

    email_notifications.png

  3. To update any of the fields in this page, click the Update email notifications settings option. 

  4. To send test emails, click Send test emails. 


Configuring Recording Control

You can disable or enable the recording option so that agents can use VidyoReplay to record their daily trainings and the Verint Recorder to record calls for legal compliance.

To configure recording control:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > RECORDING CONTROL.

    Recorder_No.png

  3. Leave the No Recorder checkbox selected if you want to disable the agent’s ability to record their interactions with customers.
    If you deselect the No Recorder checkbox, the VidyoReplay Recorder and Verint Recorder options display.

    Recorder_settings.png

  4. Leave the VidyoReplay Recorder and Verint Recorder checkboxes selected if you want to enable dual recording.
    Otherwise, select only one of the checkboxes depending on the option that better suits your needs, and select the corresponding recording options. For additional information, see the  Recording Configurations article.

    Note: The VidyoReplay Recorder and Verint Recorder start as soon as the agent joins the conference. If either of these recorders is enabled and an issue occurs with the recording, the call is disconnected.

Configuring Integrations

You can configure the following integrations from the INTEGRATIONS submenu:

  • DocuSign: This gives your agents the ability to easily share documents with customers so that they can review and provide an electronic signature during the video call.
  • Email and SMS Notifications: This gives you the ability to notify your agents via email and SMS regarding current calls that are placed in the multi-queue per skill routing.

Configuring Your DocuSign Settings

You will need to sign up for a DocuSign account prior to configuring the settings on the DocuSign tab. To sign up for a DocuSign account, navigate to https://go.docusign.com/o/trial/?tgr=com-trial-Header.

To configure your DocuSign settings:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
    The DocuSign tab is selected by default.

    DocuSign.png

  3. Click PencilButton.png in the Action column per field and enter a configuration name and value for the following fields:
    • Username
    • Password
    • IntegratorKey
    • BaseURL
    Click the Save button after entering the confirguration name and value per field.

Configuring Email Notifications

To configure email notifications:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
    The DocuSign tab is selected by default.

  3. Click the Email Notifications tab.

    EmailNotifications.png

  4. Click PencilButton.png in the Action column per field, and enter a configuration name and value for the following fields:
    • SMTP Hostname
    • SMTP Port
    • TLS
    • SMTP username
    Click the Save button after entering the confirguration name and value per field.

  5. Enter an email address in the To Email Address text box to test that the notifcation is sent appropriately.

  6. Click the Test button.

Configuring SMS Notifications

SMS notifications can be configured via Twilio™ or Nexmo®. You will need to sign up for a Twilio or Nexmo account prior to configuring the settings on the SMS Notifications tab.

Configuring SMS Notifications via Twilio

To configure SMS notifications via Twilio:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The AGENT page appears by default.

  2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
    The DocuSign tab is selected by default.

  3. Click the SMS Notifications tab.
    The Twilio radio button is selected by default.

    Twilio.png

  4. Click PencilButton.png in the Action column per field, and enter a configuration name and value for the following fields based on your Twilio account settings:
    • Twilio accountSid
    • Twilio authToken
    • Twilio FromNumber
    • Twilio Body
    Click the Save button after entering the configuration name and value per field.

  5. Enter an email address in the Send to Mobile Number text box to test that the notifcation is sent appropriately.

  6. Click the Test button.

Configuring SMS Notifications via Nexmo

To configure SMS notifications via Nexmo:

      1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
        For more information, see Logging in to the Tenant Admin Portal.
        The USERS page appears by default.

      2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
        The DocuSign tab is selected by default.

      3. Click the SMS Notifications tab.
        The Twilio radio button is selected by default.

        Nexmo.png

      4. Click the Nexmo radio button.
        A confirmation pop-up appears.

        NexmoConfirm.png

      5. Click the Ok button.
        Another confirmation pop-up appears confirming that the Nexmo radio button has been successfully selected.

        NexmoSuccess.png

      6. Click the Ok button.

        SMSNotifications.png

      7. Click PencilButton.png in the Action column per field, and enter a configuration name and value for the following fields based on your Nexmo account settings:
        • Nexmo api_key
        • Nexmo api_secret
        • Nexmo FromNumber
        • Nexmo Body
        Click the Save button after entering the confirguration name and value per field.

      8. Enter an email address in the Send to Mobile Number text box to test that the notifcation is sent appropriately.

      9. Click the Test button.

Exporting Interactions

To export interactions:

    1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
      For more information, see Logging in to the Tenant Admin Portal.
      The USERS page appears by default.

    2. Navigate to SYSTEM SETTINGS > EXPORT INTERACTION.

      SysSettingsExportInteraction.png

    3. Select a Start Date and End Date.

    4. Click the Export Tenant Interactions button.
      A CSV file is exported in Excel, which contains details regarding all of the interactions for this tenant.
      For additional information, see the Exporting Interaction History article.

Audit Logs

The Tenant Admin audit log now includes a mechanism that tracks each change per Tenant configuration (including old and new values).  In addition, the Tenant Admin audit log now includes Agent activities such as status changes, call-related activities, and a list of application window names that are have been shared during the call. Audit logs are kept for last 90 days and the option to download the audit log is also provided.

To export audit logs:

    1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
      For more information, see Logging in to the Tenant Admin Portal.
      The USERS page appears by default.

    2. Navigate to SYSTEM SETTINGS > Audit Logs.

      audit.png

    3. Click the Download button to export the audit logs to an Excel file.
      A CSV file is exported in Excel, which contains details regarding all of the interactions for this tenant.

    4. Click the Refresh button to refresh the audit log data.
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