Contact Center > Online Contact > Service Guide (Consultation) > Global Management

Global Management menu in Consultation Management service consists of Contract Service Status, Organization Administrator, Company Information Management, CTI Management, Authority Log Management and Data Transfer menu.

Contract service status

Contract status

Through Contract status tab, you can add service to organization using Online Contact, edit basic information/contents of contract, set service usage state, and terminate service.

Click ① Add Service button to view ② Add Service screen for entering basic information for the service. The following items require input:

  • Type : Type of service to use (Consultation management, Issue management)
  • Service Name : Name of service to be used
  • Service ID : ID used to identify the service (becomes included in URL of the service’s Online Contact, and help center). English only
  • Help Center Language : Help Center language setting (Language code : ISO international standard code entry required, refer to the ISO code list below.)
  • Time zone : Time zone set in the help center
  • Service Banner : Can attach image. When uploaded, it becomes applied as the image of the service tab in Online Contact GNB and as a profile photo of the agent when chat consulting.
  • Editor type : The type of editor to be used in the service. Can be selected from HTML/TEXT. Applied in common to text editors provided in Online Contact, such as ticket template, mail layout, etc.

If more than two ① help center languauges are added to the service, ② language select box becomes added to the help center.

ISO International Standard Language Code

ISO 639 is a standardized notation used for international language classification. When adding help center language, please refer to the list below.

Language Code List
ISO Language Name Language Name Language Code
Korean 한국어 ko
Japanese 日本語 ja
English English en
Chinese 中文 zh
Traditional Chinese 中文(繁體) zh_TW
Cantonese 粵語 yue
Thai ไทย th
Vietnamese Tiếng Việt vi
Indonesian Indonesia id
Malay Melayu ms
Russian русский ru
French français fr
German Deutsch de
Spanish, Castilian Español es
Spanish (Latin America) Español(Latinoamérica) es_LA
Portuguese (Portugal) Português pt
Portuguese (Brazil) Português(Brasil) pt_BR
Italian Italiano it
Arabic العربية ar
Turkish Türkçe tr
Dutch, Flemish Nederlands nl
Polish polski pl
Abkhazian аҧсшәа ab
Afar Afaraf aa
Aragonese aragonés an
Assamese অসমীয়া as
Avaric,Avar авар мацӀ av
Avestan avesta ae
Aymara aymar aru ay
Bambara bamanankan bm
Bislama Bislama bi
Croatian hrvatsk hr
Bashkir башҡорт теле ba
Acoli Lwo ach
Afrikaans Afrikaans af
Akan Akan ak
Chamorro Chamoru ch
Azerbaijani Azərbaycan az
Chechen нохчийн мотт ce
Balinese Basa Bali ban
Sundanese Basa Sunda su
Cebuano Binisayâ ceb
Chuvash чӑваш чӗлхи cv
Bosnian bosanski bs
Cornish Kernewek kw
Breton Brezhoneg br
Catalan; Valencian català ca
Cree ᓀᐦᐃᔭᐍᐏᐣ cr
Czech čeština cs
Shona chiShona sn
Corsican Corsu co
Welsh Cymraeg cy
Divehi, Dhivehi, Maldivian ދިވެހި dv
Danish dansk da
Dzongkha རྫོང་ཁ dz
Yoruba Èdè Yorùbá yo
Estonian eesti et
Esperanto Esperanto eo
Basque euskara eu
Ewe Èʋegbe ee
Tagalog Tagalog tl
Filipino; Pilipino Filipino fil
Fijian vosa Vakaviti fj
Faroese føroyskt fo
Western Frisian Frysk fy
Fulah Pular ff
Ga gaa
Irish Gaeilge ga
Gaelic; Scottish Gaelic Gàidhlig gd
Galician galego gl
Guarani Avañe'ẽ gn
Haitian; Haitian Creole Kreyòl ayisyen ht
Hausa Hausa ha
Hawaiian ʻŌlelo Hawaiʻi haw
Bemba Chibemba bem
Igbo Igbo ig
Herero Otjiherero hz
Rundi Ikirundi rn
Interlingua (International Auxiliary Language Association) Interlingua ia
Hiri Motu Hiri Motu ho
Xhosa isiXhosa xh
Zulu isiZulu zu
Icelandic íslenska is
Javanese Jawa jv
Interlingue, Occidental Occidental ie
Kinyarwanda Ikinyarwanda rw
Swahili Kiswahili sw
Klingon; tlhIngan-Hol Klingon tlh
Inupiaq Iñupiaq ik
Kongo Kikongo kg
Ido Ido io
Latin Latin la
Inuktitut ᐃᓄᒃᑎᑐᑦ iu
Latvian latviešu lv
Tonga (Tonga Islands) lea fakatonga to
Lithuanian lietuvių lt
Kalaallisut, Greenlandic kalaallisut kl
Lingala lingála ln
Lozi Lozi loz
Kanuri Kanuri kr
Luba-Lulua Tshiluba lua
Kashmiri कॉशुर ks
Ganda Luganda lg
Hungarian magyar hu
Malagasy Malagasy mg
Kikuyu, Gikuyu Gĩkũyũ ki
Maltese Malti mt
Norwegian norsk no
Komi коми кыв kv
Norwegian Nynorsk; Nynorsk, Norwegian norsk nynorsk nn
Pedi; Sepedi; Northern Sotho Northern Sotho nso
Chichewa; Chewa; Nyanja chinyanja ny
Kurdish Kurdî ku
Uzbek Oʻzbek uz
Kuanyama, Kwanyama Kuanyama kj
Occitan Occitan oc
Oromo Oromoo om
Luxembourgish, Letzeburgesch Lëtzebuergesch lb
Romanian; Moldavian; Moldovan Română ro
Romansh Rumantsch rm
Limburgan, Limburger, Limburgish Limburgs li
Quechua Runa Simi qu
Nyankole Runyankore nyn
Albanian Shqip sq
Luba-Katanga Kiluba lu
Slovak slovenčina sk
Slovenian slovenščina sl
Manx Gaelg gv
Somali Soomaali so
Sotho, Southern Sesotho st
Serbian српски sr
Serbian (Montenegro) srpski(Crna Gora) sr_ME
Serbian (Latin) srpski(latinica) sr_LN
Finnish suomi fi
Swedish svenska sv
Maori te reo Māori mi
Tswana Setswana tn
Marshallese Kajin M̧ajeļ mh
Tumbuka Tumbuka tum
Turkmen türkmen dili tk
Nauru Dorerin Naoero na
Twi Twi tw
Navajo, Navaho Diné bizaad nv
Wolof Wolof wo
Greek, Modern (1453–) Ελληνικά el
North Ndebele isiNdebele nd
Belarusian беларуская be
Bulgarian български bg
Ndonga Owambo ng
Kirghiz, Kyrgyz кыргызча ky
Norwegian Bokmål Norsk Bokmål nb
Kazakh қазақ тілі kk
Macedonian македонски mk
Sichuan Yi, Nuosu ꆈꌠ꒿ ii
Mongolian монгол mn
South Ndebele isiNdebele nr
Tatar татар tt
Ojibwa ᐊᓂᔑᓈᐯᒧᐎᓐ oj
Tajik тоҷикӣ tg
Church Slavic, Old Slavonic, Church Slavonic, Old Bulgarian, Old Church Slavonic ѩзыкъ словѣньскъ cu
Ukrainian Українська uk
Georgian ქართული ka
Armenian Հայերեն hy
Ossetian, Ossetic ирон ӕвзаг os
Yiddish ייִדיש yi
Hebrew עברית he
Pali पालि pi
Uighur, Uyghur ئۇيغۇرچە‎ ug
Urdu اردو ur
Pashto, Pushto پښتو ps
Sindhi سنڌي sd
Persian فارسی fa
Tigrinya ትግርኛ ti
Amharic አማርኛ am
Nepali नेपाली ne
Marathi मराठी mr
Hindi हिन्दी hi
Sanskrit संस्कृतम्, 𑌸𑌂𑌸𑍍𑌕𑍃𑌤𑌮𑍍 sa
Bengali বাংলা bn
Sardinian sardu sc
Punjabi, Panjabi ਪੰਜਾਬੀ pa
Gujarati ગુજરાતી gu
Northern Sami Davvisámegiella se
Oriya ଓଡ଼ିଆ or
Samoan gagana fa'a Samoa sm
Sango yângâ tî sängö sg
Tamil தமிழ் ta
Telugu తెలుగు te
Kannada ಕನ್ನಡ kn
Malayalam മലയാളം ml
Sinhala, Sinhalese සිංහල si
Lao ລາວ lo
Burmese မြန်မာ my
Central Khmer ខ្មែរ km
Cherokee ᏣᎳᎩ chr
Swati SiSwati ss
Tibetan བོད་ཡིག bo
Tsonga Xitsonga ts
Tahitian Reo Tahiti ty
Venda Tshivenḓa ve
Volapük Volapük vo
Walloon Walon wa
Zhuang, Chuang Saɯ cueŋƅ za

After entering all the basic information, press the next button to go to ③ Contract Details. On the Contract Details screen, you can activate functions from the consultation functions provided by Online Contact for your service, and calculate Estimated Cost that reflect your choice. After completing the contract details, press Contract button to complete the contract.

If you leave without going through all the steps of entering basic information and contract details when adding service, the status of service will be displayed inactivated, and the steps that were not progressed will be indicated by the button Enrollment. For services which contract steps are completed, you can edit basic and contract information through the ① Edit button, activate or inactivate service through ② State button, and terminate service through ③ Terminate button. Please note that terminate button becomes active only when the status of the service is inactivated.

Rate status

Rate status tab allows you to view monthly charges by type, individual service, and total through Search button. Service status will be displayed together if charges are set to be viewed based on individual services.

[FAQ] I want to know about the charge criteria.[FAQ] When and how will the charge be paid?

Organization Information

In Organization Information tab, ① NHN Cloud Organization Information, ② OC Organization Information is available.

NHN Cloud Organization Information

In the menu, users can check the information written below, and the same information could be checked and modified in NHN Cloud Console → Organization Management → Default Organization Setting tab.

  • NHN Cloud Organization Name : The name set when the organization was created.
  • NHN Cloud Organization ID : Unique ID given to each organization when the organization was created. Used to create authentication token required when using Open API.
  • NHN Cloud Organization Domain : The name set when selecting a service after creating an organization.

OC Organization Information

In the menu, users can check the information written below. OC Organization Key could be changed by Change API Key button, and OC URL changes together when changing the NHN Cloud Organization Domain.

  • OC Organization Key : Key used in the authentication phase when trying to process actions performed for organizational management through API.
  • OC URL : The access URL for Online Contact. Created in the following form : https://Organization Domain.oc.toast.com

Organization Adminstrator

Organization Administrator has access to functions related to managing organization, agents, and organization administrators. Since consulting and service management functions are not available only by the organization administrator authority, getting administrator or agent authority from [Service Management → Agent] menu is needed to consult, or set service. The user whom you want to grant permission must be registered as an IAM member.

[FAQ] Types and difference between permissions

Register as an IAM Member

  • Click ① Invite Members button → Enter name, ID, email
  • NHN Cloud CONSOLE → Manage Member → IAM Member tab → Click Register IAM Member button → Enter ID, name, mail, and mobile phone number

Select one of the above two methods to register IAM member. After registering, click ② Add Organization Administrator → click View Agent → Search registered IAM Member by entering name/account/email, and add IAM Member as organization administrator. To newly registered IAM Members, password change mail will be sent to the registered email. Logging in Online Contact becomes available after setting password through email.

Company Information Management

In this menu, you can set company information, terms and conditions in the footer area of the PC/mobile help center. Press ① Add button to display setting screen, which allows you to set ② company information, ③ trademarks and copyrights, and ④ terms of use. If you press Save button after entering the information, the configuration you have set will be added to the list. You can select the added configuration from Service Management → Help Center → Default Settings menu, and ⑤ apply it in the help center.

CTI Management

In CTI Management menu, you could set CTI information to connect with Online Contact, and manage CTI ID, CTI NO of each call consultation agent. This menu is only viewable in services which Ticket Management → Include call(using CTI) function is activated in contract details.

CTI Setting

From CTI Setting menu, you could set CTI to connect with call consultation function of Online Contact.

The ① Versions of CTI which is able to choose are as follows:

  • IPCC (Private): Private service. Please consult with us beforehand from Online Contact help center if use is wanted.(Online Contact Help Center Shortcut)
  • Mobile Contact: Can choose after Mobile Contact is activated in NHN Cloud Console.

After choosing the version of CTI, please input tenant ID, service name which you received from IPCC or Mobile Contact administrator in the ② Tenant ID, ③ Tenant Name input box. If ④ CTI Log Monitoring function is enabled, CTI log will be recorded on a daily basis. The recorded log could be downloaded through CTI Log Download function which is accessible by clicking the account name at the top right of the screen.

CTI Agent Management

You can assign CTI information to agents who will be conducting call consultation among the agents registered in your organization.

The CTI agent list shows the agents in your organization who are authorized to call from one or more services.

You can ① search for an agent by name, email, CTI ID, CTI NO, and service information, and enter or modify CTI ID and CTI NO through ② Modify button.(CTI ID and CTI NO cannot be duplicated between counselors.) If CTI information has been entered correctly, the agent can proceed with CTI login through the call widget.

If it is difficult to obtain CTI information, please contact the Online Contact help center. (Online Contact Help Center Shortcut)

Authority Log Management

① Logs are recorded when you change the permissions of agents inside the organization. This menu manages logs about change of permission by the organization administrator or administrator. You can ② search by entering some of the information, including the date and time of operation, operated contents, name, IP, service, or ID.

Data Transfer

If consultation data should be transferred to Online Contact, you could upload data and create tickets through Data Transfer menu.

If you click ① Add button, you can access to the screen for downloading transfer template. Select the service you want to transfer consultation data, and click ② Download to download the transfer template of the service. The field configuration set for the service is reflected in the downloaded template, thus re-download of the template is needed when the field configuration had changes.

After downloading the template, click Next button to access Register Data screen. You can upload the file you created by clicking ③ Add button, and after checking the service and file name once more, click ④ Confirm button to complete data registration.

You can delete the reserved transfer cases before the transfer is processed, and if the transfer is completed, delete button will be deactivated.

My Performance

Through clicking ① account name displayed in the upper right corner of the screen, you could access to ② My Performance menu. In this menu, detailed real-time cumulative data about ticket, call, chat consultation in currently accessed service is shown.

Detailed performance classifications for different types of consultations are as follows:

③ Ticket Achievements

  • New
  • Open
  • Solved
  • Closed

④ Call Achievements

  • IB Call (number of calls/minute)
  • OB Call (number of calls/minute)
  • Ready
  • Transfer
  • Ticket Treatment
  • Chat Treatment
  • Rest
  • Eat
  • Education
  • Report
  • Meeting
  • Monitor

⑤ Chat Achievements

  • Ready
  • Online
  • Rest

Privacy Settings

Through clicking ① account name displayed in the upper right corner of the screen, ② privacy settings menu is showed. User’s personal settings could be accessed and edited through this menu.

[FAQ] How can I change or delete my ID, email, and name?[FAQ] How can I change my password?

Accessible Information

  • Account
  • Name
  • Nickname (Editable) : Displayed when communicating through chat, mail
  • Phone number
  • Email
  • Language (Editable) : Language in your environment, apart from service’s language setting
  • Assign ticket(Editable) : If consulting is not available due to vacation, etc., can set ticket allocation status
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