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Admin users can now receive in-app System Notifications within the Admin UI which will alert them of system events. How to use the Notification Center and how to configure the Global Settings for Notifications.

This will help provide you with transparency into the status of integrations, system timeouts, errors, and other critical events which may warrant attention and/or action when using the Convoso platform.

Users with the appropriate permissions will have the ability to enable/disable Notifications Account-wide, specifically for DNC Integration and Carrier SMS Notifications.  

 For Admin Users, currently, there are two supported use cases for Notifications: 

  1. External DNC Lookup Notifications (Manual Calls):
    When there are issues with External DNC Lookup Provider (e.g., DNC Provider is unresponsive) when manual or Preview Dial calls are placed.

  2. Daily SMS Rate Limit Notifications:
    When there are issues sending SMS Messages to T-Mobile numbers because the daily SMS Rate Limit for T-Mobile has been reached, (applies to Campaign Registry Campaigns.)

Note: Different Notifications will be displayed for when a call is skipped due to the DNC Lookup VS. when a call is manually placed by an Agent due to the DNC Lookup.

 

Notification Bell Icon

1.) Click the Bell Icon in the Main Menu bar to view System Notifications.

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  • A red circle badge on the Bell Icon will display the number of Unread Notifications.
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Note: Notifications and Notification Badges are persistent and non-blocking, meaning they do not prevent the User from performing other actions throughout the platform.
Badge Notifications persist on every page, so if the User navigates away from a page they will see the same Notification until it is dismissed or times-out.

 

After clicking the Bell Icon the Notifications Center will open.

Notifications Center

The Notifications Center allows Users to see a History of Notifications that the system has displayed for the Account.

  • Dismissed, or closed, Notifications will show up in the Notification Center as Unread.

  • Read, or acknowledged, Notifications will show up in the Notification Center as Read.

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  • In the Notification Center you can: 

    • View both Read and Unread Notifications, with the most recent Notifications on top.

    • See the timestamp of when the Notification was posted.

    • Mark Notifications as Read or Unread.

    • Mark all Notifications as Read.

    • View only Unread Notifications.
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      Note: Notifications older than seven (7) days will be deleted automatically.

    •  

2.) Click Read to acknowledge the Notification.

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  • Read Notifications will display an Eye Icon to indicate they have been acknowledged by a User.

  • Hover the cursor over the Eye Icon to see the name of the User who acknowledged the Notification.
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  • Notifications Toggle: Only Show Unread

    • Setting it to ON will only show unread Notifications.

    • Setting it to OFF will show all read and unread Notifications.
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  • Severity Level
    Click the Funnel Icon to see the Severity Level filters.
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    • Error - Red
      Most critical system errors.
    • Warning - Yellow
      Warning messages that Admins should take note of.
    • Info - Gray
      Informational updates that are not urgent.
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    • Click Clear All to remove all Severity Level filters.

Report Notifications

When a User runs a Report they are able to navigate to another page and perform other tasks within the system while the Report runs in the background.

  • When a Custom report has finished running the User will be made aware in the Notification Center.
  • Notifications only display when the user navigates away from the Report.
    • Notifications will not display while remaining on the same Report page.
  • There will be a View Report link in the Notification Center the User can click in order to load the Report.
    • Results will load automatically, Users will not have to click another button to load results.
  • Report results are generated at the User level (not Account level) so each User can run an instance of the same Report without overriding the other’s results. 
  • Only the User who ran the Report can see the Notification in the Notification Center History.
  • You will not receive a Notification in the Notification Center if a report returns no data.
    • You will get an error message stating that the Report returned no data.
  • Report results are removed after six hours.

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Global Settings: Notifications Settings

A new tab called Notification Settings has been added to the Global Settings page.

This tab will give you control over the types of real-time Notifications that appear in the Admin UI.

Note: Users with the Super Admin, Manager, or Admin ACL or a Custom ACL in the Account Settings Permission assigned to them can access this tab. 

System Notifications under Global Settings are global, meaning that all logged-in Admins receive the same notification simultaneously. This also means that any Admin User can acknowledge the Notification.

 

Process:

1.) Click the Account main menu.

2.) Click the Global Settings menu option.

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The Global Settings page will open.

3.) Click the Notification Settings tab.

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The Notifications Settings page will open.

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4.) In the Alerts & Notifications section, there are three settings for controlling Global Notification settings.

Note: These are Global Settings, which means any Admin can acknowledge the Notifications based on these settings.

 

DNC Integration Notifications

5.) Click the toggle switch to set this to On or Off.

  • This setting controls the displaying of Notifications for DNC Lookup Integration, specifically the Status of failed and error API responses from the configured External DNC Lookup Provider.

    • When set to ON, all active logged-in users will receive the Notifications on any page they are on. 

      • Currently, Users will only be notified if the DNC Check fails while placing a manual call or using Preview Dial. 
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        Note: The DNC Lookup Integration (Under Apps > DNC Lookup > Add DNC Provider > Single tab) MUST be configured correctly. 

Carrier SMS Notifications

6.) Click the toggle switch to set this to On or Off.

  • This setting controls the displaying of SMS Notifications so Users are made aware of the Status of failed sent SMS Messages to T-Mobile numbers, specifically, when the Daily Rate Limit for T-Mobile has been reached.

    • By default, this setting is set to ON for the whole Account.

      • When set to ON, all active logged-in users will receive the Notifications on any page they are on.
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Reporting Notifications

7.) Click the toggle switch to set this to On or Off.

  • This setting enables Notifications for Custom Reports.
    When a User runs a Report they are able to navigate to another page and perform other tasks within the system while the Report runs in the background.

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Notification Timeout (seconds)

8.) Enter a numerical value (representing the number of seconds) in the Notification Timeout field.

  • This setting allows you to specify how long (in seconds) that Notifications will be displayed before they timeout and are saved to the Notification Center History.

    • The minimum timeout allowed is 10 seconds.

    • The maximum allowed timeout is 60 seconds.
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Important: By default, the System Notifications are set to ON. It is highly recommended that you leave these settings set to ON. 

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9.) After configuring all the Global Settings, click the blue Apply Changes button.

 

 

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