Administration settings

Under the Administration menu you’ll find a number of different settings that apply to the system. You need to be an administrator to get access to these settings.
- System Pause: This where you enable the ability to set your user in pause mode. When the user is in pause, the system is dimmed and you need to step out of pause mode in order to continue the work. If this item is not available to you, you need to get in touch with Herobase to activate this feature on your Corporate.

- Contact page customisation: There area couple of different ways to change the contact page and this is where you set the default customisation and on what organizational level the customisation can be edited.
  - Page layout can be standard or reversed. Note that the Result area of the page will always be centered
  - The Data view can be Standard, Centered or compact where the compact view will place the lead master data into two columns.
  - The position of the status bar can be placed on top or bottom of the page.
Enable the various options and head over to the contact page. Here you can try out what option best suits you and the agents purposes. This is also mentioned in the article Contact page layout

- Contact page hotkeys: Hotkeys on the Contact page allows the agent to use the keyboard for a number of frequently used actions. When activated, there is a set of default keyboard shortcuts which can be changed by an administrator. Simply enter the desired key or combination of keys and click save.
Note that some keys and key combinations will trigger actions inside the browser (F12 and Ctrl+r for example) can thereby not be used. Please consult the user guides for your browser to find out what hotkeys are already “taken”.
You should also make sure that all hotkeys are unique. The hotkey kombination will not work if there are more than 1 with the same key combination.

- Campaign page hot keys
On the Campaign selection page, there are also 2 hot keys that can be configured:

- Freeze dialer buttons position
Sometimes you may find it irritating when the buttons in the dialing panel (where the dial controls are) move around as you proceed through the lead flow. In the menu Administration/Settings you’ll find a control where you can freeze all the buttons in their original place. This also means that all buttons are visible but only the ones you can use right now are active.
You can also select at which organisational level this setting applies. This is done by selecting Corporate, Organisation or User.

On the contact page it will look like this:

Contact page color theme
You can change the color theme on the contact page and at the writing of this document, there are 3 themes to choose from: Original, Grayscale, and Cobalt. On the page Administration/Settings, there is a menu there select the theme and also on what organisational level this setting is applied:
- Corporate: All users in the corporate get the setting you select in this menu
- Organisation: All users get the setting you select in this menu. You can also change this setting for each Team by going into the page Organization and select a team. To the right of the organization tree you’ll find a link named “Edit org settings [Team name]”. When clicked, this link will bring to the settings for this particular team. Set the color theme for the team and all users in that team with get the selected color theme.
- User: Same as Organisation except changes can be applied to individual users.
- Settings for the team “SalesTeam1” where there are 8 agents
- Settings for the team “SalesTeam1” where there are 8 agents

- Settings for a user can be found at the bottom of the page when you have clicked a user in the Organisation tree

Report time multiplier:
On the page Administration/settings you can add a multiplier for the total time that is logged in the Report admin. This is typically used when agents have several tasks connected to the closure of a lead but is not handled in the Hero Outbound Contact Page. For example when the lead is closed, the agent should send a confirmation e-mail, update an external CRM-system, book an appointment for a travelling sales person, or suchlike. These activities are not handled on the contact page and in the Report Admin there is no way to track this work.
When you use this multiplier, the factor that you've entered is used to multiply the following columns in the Report Admin:
Amount of Total Hours
- Success per Total Hours
- Success + Not interested per Total Hours

The multiplier can be applied to Corporate, Team or User. This allows you to differentiate the Total Time in the reports for teams/users that only work on the Contact Page from those who also perform other activities related to the closures.

Note that the multiplier is NOT added to the column "Call - Total time spend on the contact page". Also note that the "Time usage" is not affected by the multiplier.


Password security

In Hero Outbound you, as an administrator, can require your users to use a strong password. As you are handling valuable assets in the system it makes good sense to protect it from incorrect use or even theft.
However, recent research shows that enforcing a too complex password can have the opposite effect as users feel that they need to write the password down as it is too complex to remember. That Post-It note will very likely be put in a convenient place as the user need that password quite frequently.
In Hero Outbound you can use various strengths of the password and even vary the strength for different teams and users.¨
Go to “Administration” and click “Settings”. Scroll to the area headlined “Password strength settings”.

In the screenshot above, you will see the 3 main areas.

  1. Enable password strength turns this function on or off. You can apply the function in 3 levels:
    • Corporate: All users in all teams will be required to create passwords with the configured strength
    • Organisation: You can set different strengths for the different teams in your organisation
    • User: You can set strength criteria for each user individually
  2. You can apply 4 different parameters that will be checked in the creation of a new password:
    • Length: The passwords must be 8 characters or longer. Any type of character will work.
    • Uppercase: The password must have a combination of lowercase and uppercase characters.
    • Number: The password must have a combination of letters and numbers
    • Special character: The password must contain characters that are not letters or numbers (½§!”#¤%&/()=+ for example).
  3. If you tick the box “All above required” you will combine all the criteria so that the password need to minimum 8 characters, use uppercase letters, contain at least 1 number and at least one special character. 1Cra2yPa§§W0Rd, for example.

These settings apply to new passwords. Old passwords that does not meet the requirements will continue to work. If you for example click “Forgot my password” and then use the link  to change the password, the new password will have to meet the strength parameters set.

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