Help center
View helpful articles, tutorials and FAQs on the set-up and configuration
of the FocalScope omnichannel suite, according to best practice.
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General
Email ticketing
Voice
Live chat
Dashboards and reporting
End user manual
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Installation
Getting started
Welcome to AdministrationGet the most out of FocalScope knowledge-base articlesGet the best out of FocalScope with Google ChromeLanguage OptionsFontGlobal Hot KeysHow to import contacts from Outlook 2010 (and other email clients) into FocalScopeHow to synchronize your Google Calendar with FocalScopeHow to create an online knowledge base / FAQ using FocalScopeHow to Set up and use your SMS gateway in FocalScopeData storage
Understanding database purging / archiving nuances (specifically, disk-space usage)Data PurgingHow to use the FocalScope ArchiveViewerHow to archive old emails to free up disk spaceHow to delete (purge) old emails to free up disk spaceHow to archive and purge FocalScope dataHow do I restore a deleted folder?Why is email data purging not freeing up any disk space?Surveys
Getting started with system surveysHow to set up a survey form for automatic dispatchHow to embed a survey link into a Standard Response (includes setting category index)How to configure and use the survey API linkHow to configure and use the survey automation toolHow to configure survey exceptionsHow to display a completed survey form in a survey alertHow to use the survey API 'Survey Submit Field' placeholderReviewing the survey history recordGetting started
How to run the Setup Wizard on established FocalScope instancesFocalScope Email Ticket icons and what they meanHow to set / enforce global font size and style globallyHow to sign up for / log into your FocalScope trialHow to upgrade a FocalScope license keyEmail ParametersEmail language translation, automatic and on-demandCategoriesHow to configure and use FocalScope's Ticket CategoriesConfiguring the spellchecker in the Thick ClientHow to change the ticket-number format in FocalScopeSpam filter in FocalScopeCalendar SetupHow to use the Quick-Filter BarHow to create and use a mailing list in FocalScopeMass mailing in FocalScopeBasic controls
Ticketbox ticketing options explainedTicket due dateHow to use FocalScope RemindersHow to remind other agents (with pop-ups) about ticketing eventsLinking emails accross email accounts and ticketboxesReferencing a particular message in a new emailHow to properly paste Excel (or other) tables into FocalScope emailsHow to create and use FocalScope Standard Responses (canned replies)Auto Reply ResponsesHow to configure and enable FocalScope's Auto ResponderConfiguring a holiday Auto-ResponderHow to use FocalScope PlaceholdersHow to use FocalScope URL PlaceholdersHow to assign tickets using hotkeysPlacing an agent's account in Training ModeDelaying outgoing emails for quality-checking purposesSend on behalf permision in FocalScopeFolders and views
Configure Ticket FoldersFolder TreeAdding a new Ticket FolderAgent ViewsSetup Agent ViewsPermission to Ticket FoldersHow to use Agent Views to grant supervisors access to agents' personal foldersShared Folder TabsHow to add folders to Personal / Shared Folder TabsTicketbox ConsolidationRemote Ticket FoldersHow to restrict and preload Ticket Categories for a folderUsing the different message-list views in FocalScopeHow to configure and use Virtual Search foldersHow to quickly reset your message-list viewsHiding unnecessary folders from view in FocalScopeDisplaying hidden or inaccessible folders in FocalScopeRecover Deleted FoldersUsers and accounts
UsersUser GroupsPersonal Email AccountsShared Email AccountsSystem Email AccountHow to set up a free gmail account for use with FocalScopeHow to check for / troubleshoot an incorrect email passwordFAQ - How to reset an agent's login passwordEmail rules
Email RulesUnderstanding the rule scope for Email Processing RulesHow to set up FocalScope's Email Processing RulesRole of Dispatch Priority and how to set itSetting up 'email group' and 'ticket group' folders for use with Email Processing RulesHow to use full-text search Email Processing RulesHow to enable personal Email Processing RulesAlerts FolderRouting, queues and SLA
Guide on how to configure and use SLAs in FocalScopeBest practices for (re)configuring core FocalScope featuresOverview of SLA parametersAgent Ready StateHow to configure and use FocalScope Ticket QueuesHow to configure and use FocalScope's Ticket Queue EqualizerSetting up the 'Add to Ticket Queue' actionRound Robin QueuesCreate SLA ProfilesCreate SLA Working Hours ProfilesFocalScope SLA - fillter by folder and agentAdvanced controls
Add Ticket Status CodeHow the 'Reopened' ticket-state tab worksHow to enable automatic hyperlink detection in Thick ClientHow to enable and use FocalScope's Post-to-Folder featureHow to activate FocalScope's Duplicate Attachment SuppressorHow to enable email duplication detection and suppression in FocalScopeHow do I change the 'From' field format for email compositions?How to enable and use drag & drop to third-party applicationsHow to configure and enable FocalScope's Acknowledgment of Assignment featureHow to safeguard emails from potentially dangerous contentHow to relocate masses of tickets in FocalScopeRSS ReaderFrequently asked questions
FAQ - Why am I getting 'Access Denied' entries in search results?FAQ - Why are autoresponses not sent out?How does the email unread / read status work?How does the read receipt feature work in FocalScope?How do I remove an email lock?Why are some emails underlined?What is the difference between the 'Agent' and 'Being replied' columns?Why do ticket assignments change by themselves?Why are tickets placed 'on hold' appearing under the 'closed' tab?Why are the 'sent' and 'received' dates different from each other?Why a ticket number referred to in an email does not correlate to a ticket in FocalScopeWhy is a personal or shared folder flashing red?Why is a recalled message assigned a different ticket number?Troubleshooting
Why can I not see any tickets in the FocalScope message list?Why am I receiving my own emails?Why are FocalScope Reminders not sending notifications via email?Why are incoming emails delayed or not received at all?Why are new tickets not automatically assigned to agents?Why are outgoing emails delayed or not sent at all?FocalScope won't receive emails after recreating email accountsWhen testing an email account, the message ‘Connection refused’ is displayedI can't reply to an email, and I get a warning message from Internet ExplorerHow Outlook and Exchange can prevent FocalScope from receiving emailsStray tickets resulting from ticket formatting changesThe fonts in the interface appear too small and are difficult to readGetting started
Telephony ScreenGeneralEnquiry FormsInquiry Form Pop-upUpdating the FormWorking HoursAgent PropertiesMonitorStatus LogsPickup GroupsPause CodesAlertsSounds GeneralPhone Dial FunctionsRecording Archive FormatRecording ArchivingCall flow, routing and queues
Tutorial: Step-by-step guide on configuring a call flow.Dial GroupsDial ScriptsIVRListed NumbersListed numbers in rulesConferenceQueue MonitorQueues - InboundQueues - OutboundRouting - IncomingRouting - OutgoingVoicemailCall log, dashboards and reporting
Telephony DashboardCall Log - GeneralTelephony ReportsDispositionMissed IncomingVoice MessagesHow to publish call log in Screen/WorkspaceFrequently asked questions
How-To: How Do I Check Logs?How-To: How do i create new or update existing sound files?How-To: How do i enable voicemails for internal calls?How-To: How do i manage call log Permission In Workspace?How-To: How do i manage queue permissions?How-To: How do i record sound file on a SIP Device?How-To: How do i set specific Music On Hold for an inbound queue?How-To: What are the difference between the queue ring strategies?How-To: What is a sound resource group? How do i use it?Troubleshooting
How to troubleshoot empty voicemail messagesHow to troubleshoot UTC time in email notifications for phone callsTroubleshooting HTTP 403 "Access denied" in the PBX daemon logsAnonymous calls are not allowed.Password IncorrectThe number you have dialed cannot be recognized.The phone has already been taken by another agent.No instruction prompted when leaving VoicemailVoicemail to Email Related IssuesGetting started
How to integrate FocalScope's Live Chat into your websiteA note regarding the design of custom Live Chat UI templatesThe importance of the System Email Account for Live ChatHow to add an agent's picture to Live ChatHow to configure and use FocalScope's Live Chat CategoriesHow to search for info inside Live Chat conversationsCreate Live Chat TemplatesGenerate Live Chat LinksView Live Chat HistorySetup Live Chat GroupsAdvanced controls
How to configure a FocalScope Live Chat groupResponsive Live ChatEnabling explicit confirmation of closed chatsHow to manually translate Live Chat UI elementsHow to prevent the automatic translation of Live Chat UI template buttonsHow to use custom Live Chat UI templatesInternal chat
JabberThe benefits of Jabber chat and how to set it upHow to allow Jabber pop-ups in Internet ExplorerHow to restore Jabber chat functionalityDiscuss an Email Agent-to-AgentIdle DetectionSocial media
FocalScope Facebook integration setup guideFocalScope-Twitter integration guideUsing FocalScope-Twitter integrationGetting started
Getting started with FocalScope reportsGetting started with RDL and FocalScope reportsGetting started with System ReportsThings to consider when configuring FocalScope reportsFocalScope report filters explainedUnderstanding 'incoming-reply' pairs for response-time reportsInstalling the FocalScope shared reports moduleHow to create and configure a FocalScope reportHow to configure FocalScope DashboardsHow to configure Focalscope Graphs in DashboardsAdvanced controls
How to create new custom data fields in FocalScope reportsManaging custom RDL reports and custom report templatesHow to convert V1 live reports to V2How to correctly set 'category mapping' for FocalScope reportsConfiguring and using the 'tickets by category' reportCreating custom pivot tables for FocalScope reportHow to set up an exclusive reports folder in FocalScopeHow to use Excel as a report front end for FocalScope 'raw' report dataHow to use extended user properties with reportsWiping data from custom reports before uploading them to FocalScopeExporting your data
How to download FocalScope reports from report notificationsHow to schedule delivery and notification of a FocalScope reportShared Report parameters and filters explainedUsing Excel to filter exported FocalScope report dataHow to generate combined custom reportsHow to persistently store data in live reportsHow to export FocalScope reports directly to a folder or FTP / web serverReport templates
Using custom Excel templates with live reportsCustom Excel templates for FocalScope - email statisticsCustom Excel templates for FocalScope - emails per domainCustom Excel templates for FocalScope - Number of personal incoming emails per agentCustom Excel templates for FocalScope - response time summaryCustom Excel templates for FocalScope - ticket statisticsCustom Excel templates for FocalScope - weekly email statisticsCustom Excel templates for FocalScope - weekly ticket statisticsFrequently asked questions
FAQ - Excel warning when opening FocalScope raw (.xls) reportsFAQ - How to correctly set the date range for reportsHow to download a live reportExplanation of fields in response-time reportsExplanation of fields in the 'Compatibility - detailed email list' reportExplanation of fields in the 'Live chat log' reportExplanation of fields in the 'SLA conformation audit log' reportThe difference between raw and template-based reports in FocalScopeWhen I open an Excel live report, I get an ‘Access denied’ errorHow to focus on underlying data in Excel pivot tables / chartsGetting started
Welcome to FocalScopeHTML email formatting tools overviewAgent ViewsSignaturesHow to add the agent's picture in the signatureImport and Export ContactsManage ContactsBasic controls
Post Message to FolderDocument CentreExpose a document center folder for Internet accessHow to use CalendarManage Events CalendarUse Mobile APPConfigure and Access Mobile APPSearch for E-mail MessagesSave Search ResultsEmail ticketing
Introduction to Email TicketsCreate or Edit Email MessagesEmail View and FilterTicket categoriesTicket StatusFlag Messages for Follow UpAssign Tickets to AgentsStandard Reply ResponsesAccess Standard ResponsesManage Standard ResponsesCreate Auto RespondersLive chat
Live ChatsAdd a Jabber ContactDiscuss a Message with Another AgentJabber Contacts and StatusJabber SettingsBroadcast Message to Multiple UsersSearch for Live Chat InformationFrequently asked questions
How do I add a hyperlink to a new emailHow do I delete multiple emails at once?How do I perform drag-and-drop, reply, and other commands on search results?How to drag and drop emails and tickets in FocalScopeHow to resend previously jammed emailsHow to reuse FocalScope emails to answer repeat queriesHow to reveal the BCC fieldHow to save an email in FocalScope as a fileHow to search for tickets, notes, and chats using the FocalScope Finder toolHow to search Internal Notes attached to emailsHow to rapidly attach files and images to emails in FocalScopeHow to 'recall' an email in FocalScopeHow to recreate your signature in FocalScopeGeneral
How to install additional FocalScope UI languagesConfiguring the reporting module to pull data from a shadow backup databaseCreating custom (HTML) forms in FocalScopeHow to use custom HTML forms to extend user propertiesHow to use data binding and form relationships with custom (HTML) formsImporting HTML forms to FocalScope's custom form repositorySetting up a custom (HTML) forms folderHow to limit which IP addresses can access FocalScopeRestricting access to FocalScope from certain IP addressesFocalScope slow performance diagnostic toolTwo-Factor AuthenticationEmail ticketing
How to add multiple personal email accounts to one userSmart POP and SMTPOffice365 and FocalScope - How to access a Shared Mailbox using FocalScope IMAPHow to switch a Gmail account from POP3 to IMAPMigrating from POP3 to IMAPOverview of IMAP IDLE in FocalScopeAccessing emails of deleted users in FocalScopeHow email loops occur between FocalScope and the email serverIntegrations
Integration - Concept introductionHow to import data from LDAP into FocalScope personal or shared contact foldersIntegration of Email with GDS for travel agents in FocalScopeCreating CRM objects from FocalScope's user interfaceAccessing SugarCRM contacts from FocalScope - Concept introductionArchiving FocalScope Emails to SugarCRMArchiving FocalScope Live Chats to SugarCRMLook up a SugarCRM contact from FocalScope EmailsLook up a SugarCRM contact from FocalScope Live ChatsUsing SugarCRM custom fields when archiving FocalScope dataVoice
Integration - Call APIIntegration - Call EventsFSVM Configuration of Recording ArchivingHow to parse phone numbers and reference resulting tokens in rulesAccelerators
AcceleratorsHow to use FocalScope Search AcceleratorsUsing the Contact Content Accelerator to add new contacts in FocalScopeCreate AcceleratorsHow to create and use custom FocalScope AcceleratorsAPI
How to use FocalScope categories as custom fields and retrieve the associated tickets using SOAP APIHow to use the Remote Sendmail APIHow to close tickets in FocalScope using the SOAP APIHow to query emails by ticket number and by folder using SOAP API callsDesktop thick client
How to download, configure, and update the FocalScope Thick ClientDownload preconfigured Thick Client from FocalScope login pageHow to access and modify the Thick Client file download optionsKeyboard shortcut in the Thick ClientHow to prime the FocalScope Thick Client msi for deploymentDeep Linking and the Thick ClientFocalScope app
Concept introduction - the FocalScope Mobile ClientDownloading the FocalScope Mobile Client (Android devices)Downloading the FocalScope Mobile Client (Apple devices)Mobile Client settings and how they affect data synchronizationConfiguring data synchronization for the FocalScope Mobile ClientHow to hide a folder in the FocalScope Mobile ClientOn-premise deployment
Quick Setup GuideOn-premise FocalScope installation - Scenario: SQL Express installed on the same server as FocalScopeSystem requirements for on-premise installation.NET Framework 4.5 InstallationDownload, Configure & Install SQL Server 2008FocalScope & DependenciesIntegrate Jabber with FocalScopeLogging into your new FocalScope instance for the first timeWindows AccountSQL Security AccountSQL Views & CodeOn-premise FAQs
Configure FocalScope InstanceHow to install a FocalScope license keyHow to backup and restore your FocalScope SQL databaseHow to reconfigure or repair a FocalScope instanceHow to restore Full-Text Search functionality in FocalScopeHow to enable custom UI extensions in FocalScope (On-Premise edition)How to properly operate a self-hosted FocalScope instanceHow to configure the FocalScope server self-referencing URLDisable Auto Close, Enable CLR & Verify Full-Text SearchSet-up IIS Role and ServicesConfigure a Dedicated SQL ServerConfigure an Existing SQL ServerLet us help
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