Required security profile permissions: Stations Edit.
Station is the NICE inContact term for a physical device where an agent communicates with contacts, such as a phone or workstation. When agents log in to their agent application, they enter the station ID assigned to the device they are using.
This page also appears as the Details tab when you Edit a Station.
Station Information
- Station Name
- Enter a unique, descriptive name for the new station.
- Phone Number
- Enter the telephone number associated with the station.
- Caller ID
- Enter the phone number that you want to appear to recipients when they receive a call from this station. This does not have to be the same value as Phone Number. For example, some organizations prefer that their primary number appear in Caller ID. Enter the value as numerals only (that is, 9998881234, not 999-888-1234).
- Station Profile
- Enter the ID for the station profile to be associated with this station. The station profile ID can be viewed in the Station Profile Details.
- Station IP Address
- Enter the IP address for the station, if applicable.
Refusal Timeouts
- Chat
- Allows you to specify, in seconds, how long the system should attempt to route a chat to an agent in active status before considering the interaction refused and routing the chat to another agent. If you do not enter a value, the system uses the default value for your business unit, which is usually 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds.
- Allows you to specify, in seconds, how long the system should attempt to route an email to an agent in active status before considering the interaction refused and routing the email to another agent. If you do not enter a value, the system uses the default value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds. You must have omnichannel session handling enabled to configure the email timeout.
- Phone
- Allows you to specify, in seconds, how long the system should attempt to route a phone call to an agent in active status before considering the interaction refused and routing the call to another agent. If you do not enter a value, the system uses the default value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds.
- Voice Mail
- Allows you to specify, in seconds, how long the system should attempt to route a voice mail to an agent in active status before considering the message refused and routing the voice mail to another agent. If you do not enter a value, the system uses the default value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds.
- Work Item
- Allows you to specify, in seconds, how long the system should attempt to route a work item to an agent in active status before considering the item refused and routing it to another agent. If you do not enter a value, the system uses the default value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds.
