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Welcome to Maqsam

Learn the basic configurations you need to review to ensure your Maqsam account is set up correctly for agents and admins.

🔍 Overview of Getting Started with Maqsam

We are happy to have you join the Maqsam family. Below are a few basic configurations to review to make sure your Maqsam account is set up in a way that suits your needs.

To get started quickly, you can watch a short portal walkthrough video that provides an overview of the Maqsam interface.

📞 Your Maqsam Dialer

Make sure your dialer is in the correct state. To make outbound calls and receive inbound calls, your dialer must be online and available.

⚙️ General Permissions

Below are some key permissions to review once your Maqsam account is set up.

⚙️ Inbound and Outbound Permissions

For a user to make outbound calls and receive inbound calls, inbound and outbound permissions must be enabled from the user roles page.

  1. Navigate to Account Settings.

  2. Click User Roles.

  3. Select the desired role.

  4. Scroll to Agent Permissions.

  5. Enable Inbound Calls and/or Outbound Calls.

  6. Click Save.

⚙️ Dashboard Access

The dashboard displays account activity for a specific period of time. Admins can allow agents to access their own dashboard and activity.

  1. Go to Account Settings.

  2. Click General.

  3. Scroll down to All Settings.

  4. Enable Enable per-agent dashboard.

  5. Click Update.

⚙️ Live Page Access

The Live page displays agents’ states and calls in progress. Once enabled, agents can view the activity of all agents on the account.

  1. Go to Account Settings.

  2. Click General.

  3. Scroll down to All Settings.

  4. Enable Allow all agents to access live page.

  5. Click Update.

⚙️ Calls Page Access

Admins can control whether agents can access all calls or only their own calls.

  1. Go to Account Settings.

  2. Click General.

  3. Scroll down to All Settings.

  4. Enable Allow all agents to access all calls.

  5. Click Update.

⚙️ Unserviced Calls Page

The Unserviced Calls page displays dropped and abandoned calls. It shows calls for all agents regardless of the permissions set on the Calls page.

  1. Go to Account Settings.

  2. Click General.

  3. Scroll down to All Settings.

  4. Enable Allow all agents to access unserviced calls.

  5. Click Update.

⚙️ Phonebook Access

The Phonebook allows admins and agents to add and manage contacts within the Maqsam account.

  1. Go to Account Settings.

  2. Click General.

  3. Scroll down to All Settings.

  4. Enable Allow all users to access the phonebook.

  5. Click Update.

⚙️ Other Configurations

Below are additional configurations to keep in mind when setting up your Maqsam account.

⚙️ Service Level Wait Time

Service level wait time represents the ideal wait time for inbound calls before an agent answers.

  1. Go to Account Settings.

  2. Click General.

  3. Set the Service level wait time as desired.

  4. Click Update.

Once set, the service level rate on the dashboard will reflect this value.

⚙️ Outbound Countries

Admins can control which countries agents are allowed to make outbound calls to.

  1. Go to Account Settings.

  2. Click General.

  3. Configure countries.

  4. Allowlist or blacklist countries as needed.

  5. Click Update.

⚙️ Dialer Default Country

You can set the default outbound country on the agent dialer based on the country agents call most frequently.

  1. Go to Account Settings.

  2. Click General.

  3. Set the Default country in dialer.

  4. Click Update.