Welcome to Maqsam
We are happy to have you join the Maqsam family! Below are few basic configurations to make sure your Maqsam account is set to what suits you best.
Your Maqsam Dialer
Make sure your dialer is in the correct state. If you want to make outbound calls and receive inbound calls; your dialer should be online and available.
General Permissions
Here are a few permissions to go through once your Maqsam account is set:
Inbound/Outbound Permissions
For a user to be able to make outbound call and take inbound call, they must have the Inbound and Outbound permissions enabled from the User roles page. Navigate to Account Settings > User Roles > Select desired role > Scroll to to Agent Permissions > Click on Inbound Calls and/or Ounbound Calls > Click Save.
Dashboard
The dashboard displays the activity on your account with a specific period of time. The admin can give agents access to their own dashboard and activity by going to Account Settings > General > scroll down to all settings > enable “enable per-agent dashboard” > Update.
Live Page
The live page displays the agents states activity on the account as well as the calls in progress. Once it’s enabled to the agent, the agent will be able to display the activity for all agents on the account. The admin can give agents access to the live page by going to Account Settings > General > scroll down to all settings > enable “Allow all agents to access live page” > Update.
Calls Page
The admin can allow the agent to access all calls or the agent’s calls only without displaying calls for other agents. The admin can control the calls page access by going to Account Settings > General > scroll down to all settings > enable “Allow all agents to access all calls” > Update.
Unserviced Calls
Unserviced Calls page is a pre-filtered calls page designed to display the dropped and abandoned calls, it also displays calls for all agents regardless of the permissions on the Calls page. The admin can allow access to the Unserviced Calls page by going to Account Settings > General > scroll down to all settings > enable “Allow all agents to access unserviced calls” > Update.
Phonebook
Phonebook allows the admin and agents to add contacts to the phonebook of your Maqsam account. The admin can allow agents access to the Phonebook page by going to Account Settings > General > scroll down to all settings > enable “Allow all users to access the phonebook” > Update.
Other Configurations
Below are some configurations to keep in mind when setting up your Maqsam account:
Service Level Wait Time
Service level wait time is the ideal wait time for inbound calls before the agent picks up the call. The admin can set it from their end by going to Account Settings > General > Set the service level wait time as desired > Update. Once it’s set, the Service level rate on the dashboard will be reflected based on it.
Outbound Countries
The admin can control the outbound countries list the agents can make outbound calls to by going to Account Settings > General > Configure countries > Allowlist and blacklist the countries as desired > Update.
Dialer Default Country
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