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.

You can check the new Online Contact Guide by changing the language to Korean. We will also provide the English version as soon as possible.

Contract service status

Contract status

Through Contract status tab, you can ① add service to organization using Online Contact, ② edit basic information/contents of contract, ③ set service usage state, and ④ 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	Gã	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 ① Search button. ② 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