- FocalScope Help
- Admin Manual
- Settings
- Email Ticketing
- Live Chat
- Phone System
- Telephony General
- Agents
- Call Log
- Call Flow
- Call Setup
- Sounds
- Alerts
- Troubleshooting
- How-To / FAQs
- 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?
- Tutorial: Step-by-step guide on configuring a call flow.
- Knowledge Base Software
- Survey
- Facebook and Twitter
- On Premise Installation
- .NET Framework 4.5 Installation
- Configure a Dedicated SQL Server
- Configure an Existing SQL Server
- Configure FocalScope Instance
- Disable Auto Close, Enable CLR & Verify Full-Text Search
- Download, Configure & Install SQL Server 2008
- FocalScope & Dependencies
- Integrate Jabber with FocalScope
- Set-up IIS Role and Services
- SQL Security Account
- SQL Views & Code
- Windows Account
- End User Manual
- Email Ticketing
- Access Standard Responses
- Agent Views
- Assign Tickets to Agents
- Create Auto Responders
- Create or Edit Email Messages
- Email View and Filter
- Flag Messages for Follow Up
- Introduction to Email Tickets
- Manage Standard Responses
- Post Message to Folder
- Save Search Results
- Search for E-mail Messages
- Signatures
- Ticket categories
- Ticket Status
- Live Chat
- Collaboration
- Welcome to FocalScope
- Email Ticketing
- Knowledge Base
- Email Ticketing
- Accessing emails of deleted users in FocalScope
- Archiving FocalScope Emails to SugarCRM
- Best practices for (re)configuring core FocalScope features
- Can I still access the emails of a deleted FocalScope user account?
- Configuring a holiday Auto-Responder
- Configuring the spellchecker in the Thick Client
- Delaying outgoing emails for quality-checking purposes
- Displaying hidden or inaccessible folders in FocalScope
- FAQ - How do I add a hyperlink to a new email?
- FAQ - How to 'recall' an email in FocalScope
- FAQ - How to reset an agent's login password
- FAQ - Why am I getting 'Access Denied' entries in search results?
- FAQ - Why are autoresponses not sent out?
- FocalScope Email Ticket icons and what they mean
- FocalScope slow performance diagnostic tool
- FocalScope won't receive emails after recreating email accounts
- Get the best out of FocalScope with Google Chrome
- Get the most out of FocalScope knowledge-base articles
- Guide on how to configure and use SLAs in FocalScope
- Hiding unnecessary folders from view in FocalScope
- How do I add a hyperlink to a new email
- How do I change the 'From' field format for email compositions?
- How do I delete multiple emails at once?
- How do I perform drag-and-drop, reply, and other commands on search results?
- How do I remove an email lock?
- How do I restore a deleted folder?
- How does the email unread / read status work?
- How does the read receipt feature work in FocalScope?
- How email loops occur between FocalScope and the email server
- How Outlook and Exchange can prevent FocalScope from receiving emails
- How the 'Reopened' ticket-state tab works
- How to activate FocalScope's Duplicate Attachment Suppressor
- How to add folders to Personal / Shared Folder Tabs
- How to add multiple personal email accounts to one user
- How to add the agent's picture in the signature
- How to assign tickets using hotkeys
- How to change the ticket-number format in FocalScope
- How to check for / troubleshoot an incorrect email password
- How to configure and enable FocalScope's Acknowledgment of Assignment feature
- How to configure and enable FocalScope's Auto Responder
- How to configure and use FocalScope Ticket Queues
- How to configure and use FocalScope's Ticket Categories
- How to configure and use FocalScope's Ticket Queue Equalizer
- How to configure and use Virtual Search folders
- How to create and use a mailing list in FocalScope
- How to create and use FocalScope Standard Responses (canned replies)
- How to drag and drop emails and tickets in FocalScope
- How to enable and use drag & drop to third-party applications
- How to enable and use FocalScope's Post-to-Folder feature
- How to enable automatic hyperlink detection in Thick Client
- How to enable email duplication detection and suppression in FocalScope
- How to enable personal Email Processing Rules
- How to properly paste Excel (or other) tables into FocalScope emails
- How to quickly reset your message-list views
- How to rapidly attach files and images to emails in FocalScope
- How to 'recall' an email in FocalScope
- How to recreate your signature in FocalScope
- How to relocate masses of tickets in FocalScope
- How to remind other agents (with pop-ups) about ticketing events
- How to resend previously jammed emails
- How to restrict and preload Ticket Categories for a folder
- How to reuse FocalScope emails to answer repeat queries
- How to reveal the BCC field
- How to run the Setup Wizard on established FocalScope instances
- How to safeguard emails from potentially dangerous content
- How to save an email in FocalScope as a file
- How to search for tickets, notes, and chats using the FocalScope Finder tool
- How to search Internal Notes attached to emails
- How to set / enforce global font size and style globally
- How to set up a free gmail account for use with FocalScope
- How to set up FocalScope's Email Processing Rules
- How to sign up for / log into your FocalScope trial
- How to switch a Gmail account from POP3 to IMAP
- How to upgrade a FocalScope license key
- How to use Agent Views to grant supervisors access to agents' personal folders
- How to use FocalScope Placeholders
- How to use FocalScope Reminders
- How to use FocalScope Search Accelerators
- How to use FocalScope URL Placeholders
- How to use full-text search Email Processing Rules
- How to use the Quick-Filter Bar
- I can't reply to an email, and I get a warning message from Internet Explorer
- Linking emails accross email accounts and ticketboxes
- Mass mailing in FocalScope
- Migrating from POP3 to IMAP
- Office365 and FocalScope - How to access a Shared Mailbox using FocalScope IMAP
- Overview of IMAP IDLE in FocalScope
- Overview of SLA parameters
- Pending More Info - Distribution list VS email account - Using valid email accounts in FocalScope
- Placing an agent's account in Training Mode
- Referencing a particular message in a new email
- Role of Dispatch Priority and how to set it
- Send on behalf permision in FocalScope
- Setting up 'email group' and 'ticket group' folders for use with Email Processing Rules
- Setting up the 'Add to Ticket Queue' action
- Spam filter in FocalScope
- Stray tickets resulting from ticket formatting changes
- The fonts in the interface appear too small and are difficult to read
- Ticketbox ticketing options explained
- Understanding the rule scope for Email Processing Rules
- Using the Contact Content Accelerator to add new contacts in FocalScope
- Using the different message-list views in FocalScope
- What is the difference between the 'Agent' and 'Being replied' columns?
- When testing an email account, the message ‘Connection refused’ is displayed
- Why a ticket number referred to in an email does not correlate to a ticket in FocalScope
- 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?
- Why are some emails underlined?
- Why are the 'sent' and 'received' dates different from each other?
- Why are tickets placed 'on hold' appearing under the 'closed' tab?
- Why can I not see any tickets in the FocalScope message list?
- Why do ticket assignments change by themselves?
- Why is a personal or shared folder flashing red?
- Why is a recalled message assigned a different ticket number?
- Live Chat
- Live Chat for Website
- A note regarding the design of custom Live Chat UI templates
- Archiving FocalScope Live Chats to SugarCRM
- Enabling explicit confirmation of closed chats
- How to add an agent's picture to Live Chat
- How to configure a FocalScope Live Chat group
- How to configure and use FocalScope's Live Chat Categories
- How to integrate FocalScope's Live Chat into your website
- How to manually translate Live Chat UI elements
- How to prevent the automatic translation of Live Chat UI template buttons
- How to search for info inside Live Chat conversations
- How to use custom Live Chat UI templates
- The importance of the System Email Account for Live Chat
- Agent-to-Agent Chat - Jabber
- Live Chat for Website
- Phone System
- Knowledge Base Software
- Survey
- Getting started with system surveys
- How to configure and use the survey API link
- How to configure and use the survey automation tool
- How to configure survey exceptions
- How to display a completed survey form in a survey alert
- How to embed a survey link into a Standard Response (includes setting category index)
- How to set up a survey form for automatic dispatch
- How to use the survey API 'Survey Submit Field' placeholder
- Reviewing the survey history record
- Collaboration
- Reporting And Dashboards
- Configuring and using the 'tickets by category' report
- Creating custom pivot tables for FocalScope report
- Custom Excel templates for FocalScope - email statistics
- Custom Excel templates for FocalScope - emails per domain
- Custom Excel templates for FocalScope - Number of personal incoming emails per agent
- Custom Excel templates for FocalScope - response time summary
- Custom Excel templates for FocalScope - ticket statistics
- Custom Excel templates for FocalScope - weekly email statistics
- Custom Excel templates for FocalScope - weekly ticket statistics
- Explanation of fields in response-time reports
- Explanation of fields in the 'Compatibility - detailed email list' report
- Explanation of fields in the 'Live chat log' report
- Explanation of fields in the 'SLA conformation audit log' report
- FAQ - Excel warning when opening FocalScope raw (.xls) reports
- FAQ - How to correctly set the date range for reports
- FocalScope report filters explained
- Getting started with FocalScope reports
- Getting started with RDL and FocalScope reports
- Getting started with System Reports
- How to configure FocalScope Dashboards
- How to configure Focalscope Graphs in Dashboards
- How to convert V1 live reports to V2
- How to correctly set 'category mapping' for FocalScope reports
- How to create and configure a FocalScope report
- How to create new custom data fields in FocalScope reports
- How to download a live report
- How to download FocalScope reports from report notifications
- How to export FocalScope reports directly to a folder or FTP / web server
- How to focus on underlying data in Excel pivot tables / charts
- How to generate combined custom reports
- How to persistently store data in live reports
- How to schedule delivery and notification of a FocalScope report
- How to set up an exclusive reports folder in FocalScope
- How to use Excel as a report front end for FocalScope 'raw' report data
- How to use extended user properties with reports
- Installing the FocalScope shared reports module
- Managing custom RDL reports and custom report templates
- Shared Report parameters and filters explained
- The difference between raw and template-based reports in FocalScope
- Things to consider when configuring FocalScope reports
- Understanding 'incoming-reply' pairs for response-time reports
- Using custom Excel templates with live reports
- Using Excel to filter exported FocalScope report data
- When I open an Excel live report, I get an ‘Access denied’ error
- Wiping data from custom reports before uploading them to FocalScope
- Technology and Developer
- 2 - Configuring the reporting module to pull data from a shadow backup database
- Accessing SugarCRM contacts from FocalScope - Concept introduction
- Archiving FocalScope Emails to SugarCRM
- Archiving FocalScope Live Chats to SugarCRM
- Configuring the reporting module to pull data from a shadow backup database
- Creating CRM objects from FocalScope's user interface
- Creating custom (HTML) forms in FocalScope
- FAQ - How to reset an agent's login password
- FocalScope won't receive emails after recreating email accounts
- How to archive old emails to free up disk space
- How to backup and restore your FocalScope SQL database
- How to close tickets in FocalScope using the SOAP API
- How to create and use custom FocalScope Accelerators
- How to delete (purge) old emails to free up disk space
- How to import data from LDAP into FocalScope personal or shared contact folders
- How to install additional FocalScope UI languages
- How to limit which IP addresses can access FocalScope
- How to query emails by ticket number and by folder using SOAP API calls
- How to use custom HTML forms to extend user properties
- How to use data binding and form relationships with custom (HTML) forms
- How to use FocalScope categories as custom fields and retrieve the associated tickets using SOAP API
- How to use the Remote Sendmail API
- HTML email formatting tools overview
- Importing HTML forms to FocalScope's custom form repository
- Integration - Concept introduction
- Integration of Email with GDS for travel agents in FocalScope
- Look up a SugarCRM contact from FocalScope Emails
- Look up a SugarCRM contact from FocalScope Live Chats
- Restricting access to FocalScope from certain IP addresses
- Restricting access to FocalScope from certain IP addresses 2
- Setting up a custom (HTML) forms folder
- Using SugarCRM custom fields when archiving FocalScope data
- Email Archiving
- How to archive and purge FocalScope data
- How to archive old emails to free up disk space
- How to delete (purge) old emails to free up disk space
- How to use the FocalScope ArchiveViewer
- Understanding database purging / archiving nuances (specifically, disk-space usage)
- Why is email data purging not freeing up any disk space?
- Mobile App
- Concept introduction - the FocalScope Mobile Client
- Configuring data synchronization for the FocalScope Mobile Client
- Downloading the FocalScope Mobile Client (Android devices)
- Downloading the FocalScope Mobile Client (Apple devices)
- Draft - How to use click-to-dial in the FocalScope Mobile Client
- How to hide a folder in the FocalScope Mobile Client
- Mobile Client settings and how they affect data synchronization
- On Premise Installation
- Configuring the reporting module to pull data from a shadow backup database
- Download preconfigured Thick Client from FocalScope login page
- How to access and modify the Thick Client file download options
- How to backup and restore your FocalScope SQL database
- How to configure the FocalScope server self-referencing URL
- How to download, configure, and update the FocalScope Thick Client
- How to enable custom UI extensions in FocalScope (On-Premise edition)
- How to install a FocalScope license key
- How to prime the FocalScope Thick Client msi for deployment
- How to properly operate a self-hosted FocalScope instance
- How to reconfigure or repair a FocalScope instance
- How to restore Full-Text Search functionality in FocalScope
- Logging into your new FocalScope instance for the first time
- On-premise FocalScope installation - Scenario: SQL Express installed on the same server as FocalScope
- Quick Setup Guide
- System requirements for on-premise installation
- Email Ticketing
- Admin Manual
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Conference
Call Flow - ConferenceTo modify or create new Conference, go to Conference in the telephony Menu Both creating new and editing will open a pop... |
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Dial Groups
Call Flow - Dial GroupsTo modify or create new Dial Groups, go to Call Flow > Dial Groups in the telephony MenuGeneral TabBoth creating new... |
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Dial Scripts
Call Flow - Dial ScriptsTo modify or create new Dial Script, go to Dial Script in the telephony Menu. Double click on an existing script to mod... |
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IVR
Call Flow - IVRTo modify or create new IVR, go to Call Flow > IVR in the telephony Menu.General TabBoth creating new and editing will open ... |
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Listed Numbers
Call Flow - Listed NumbersTo modify or create new listed numbers entry, go to Call Flow > Listed numbers in the Telephony Menu When creating a ... |
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Listed numbers in rules
Listed folders in rulesListed folders have no built-in meaning and priorities by themselves, that depends on how rules are programmed by the syste... |
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Queues - Inbound
Call Flow - Queues - InboundTo modify or create new queues, go to Call Flow > Queues - Inbound in the telephony MenuGeneral TabThere are a f... |
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Queues - Outbound
Call Flow - Queues - OutboundGeneral TabTo modify or create new outbound queues, go to Queues - Outbound in the telephony Menu There are a fe... |
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Routing - Incoming
Call Flow - Routing - IncomingTo modify or create new call routing, go to Routing - Incoming in the Telephony Menu.Double click on an existing ... |
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Routing - Outgoing
Call Flow - Routing - OutgoingTo modify or create new call routing, go to Call Flow > Routing - Outgoing in the Telephony Menu.Double click on an... |
