About SSOT = Singlecomm's Singlesource of Truth
- Emily Call (Unlicensed)
This document is an overview of the SSOT space and how it is used.
Welcome to<Singlecomm’s Singlesource of Truth >
This is a place where all documentation about our platform is stored, created, improved upon, and shared. Please see below for where to go to find the information you need.
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https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2798911565 | This is where anyone creating content for the space would go to understand how to add documentation, where to add it and all best practices to follow. It is important to always use labels and the applicable template. Templates can be found on this space as well as in the templates menu in Confluence. A confluence overview is here as well so that new users understand how things are organized. You can also link to the SSOT Jira project and the latest updates that have been made. |
https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2780037147 | Processes and requests that are managed by the Client Services Team, How-To Articles, Troubleshooting articles can be found here. There are also some documents that are only for internal teams but need to be turned into external documents may also be housed here i.e. FAQs that we are adding to but are still awaiting answers. |
Training Resources / Draft Dox | This is where all “client/ external facing” documents are managed. Some may be inprogress and finalized will show that they have been added to the helpdesk - currently clients access all documentation through Commandbar UI and http://help.singlecomm.com help desk |
https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2788491288 | All training videos, previous marketing videos, and How To videos are accessible here. Any client facing videos are only access through the helpdesk. |
https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2817261569 | This links to our Product Workgroup Confluence space so that anyone can see in progress and upcoming features / enhancements and the supporting documentation for those BEFORE they get finalized documentation added to this space. |
https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2861105189 | This section links to different documentation that exists relating to telco - such as vendor management details and some internal “how-tos” related to client requests. |
https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2841903123 | For sales teams and channel partners that may need demos for potential clients - this goes over best praxtices and how our demo clusters should be used to optimize the demo experience |
https://singlecomm.atlassian.net/wiki/spaces/SSOT/pages/2984837125 | The Ops team can easily create troubleshooting articles from the template and manage documents here for future use. All articles will eventually show under the internal resources but are here for easy access. The goal of these documents is to highlight common issues that may occur for clients and this should support the on call person as applicable |
SSOT Templates
additional links that may be helpful
*** internal documentation only
https://singlecomm.atlassian.net/wiki/spaces/CSR/pages/2868412417
https://singlecomm.atlassian.net/wiki/spaces/CSR
https://help.singlecomm.com Helpdesk
https://singlecomm.atlassian.net/wiki/spaces/CS2/pages/2875326500
Restrict search to this space's space key.
Space Index
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AAbout SSOT = Singlecomm's Singlesource of Truthnote This document is an overview of the SSOT space and how it is used. This document is an overview of the SSOT space and how it is used. Welcome to<Singlecomm’s Singlesource of Truth > This is a place where all documentation about our platform is store
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CCertifying Workstation Check ListTask Reference Value Status Processor (CPU) Intel i5 (6th) / AMD Ryzen 5 Memory (RAM) 4 GB Minimum / 8 GB Good/ 12 GB Better Storage (SSD/HDD) 256 GB SSD Graphics (GPU) Integrated is Good / Dedicated Better Monitor 1080p Resolution (1920x1080) Network Wi-
Client FAQs
ADD When clients ask for clarification, more information, or about anything more than the first time that you are training, please add them ALL here! It’s good information for everyone and we don’t know unless you go back and watch every recorded video! I
Configuring a PD Campaign to Return Contacts to Lead List (for Administrators)
Please Note:This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more. [Predictive Dialer should be configured in CX Route by the Account Execu
Configuring a PD Campaign to Update DNC Contacts (for Administrators)
Please Note:This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more. [Predictive Dialer should be configured on CX Route by the Account Execu
Configuring Scripts to Pop PD Contact Info (for Administrators)
Please Note:This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more. [Predictive Dialer should be configured on CX Route by the Account Execu
Configuring the Predictive Dialer (for Administrators)
Please Note:This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more. [Predictive Dialer should be configured by the Account Executive. Admini
Confluence Cheat Sheet
Can be used for: knowledge base, collaboration, training, communication, tracking work and thoughts A space is a collection of related pages. Pages are contained within Spaces. Your team may have hundreds of pages, all contained within a single space. S
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DDemo VideosThese videos can be used as a way to show anyone the high level view of the modules SC Workflow Demo Scripter Overview.mp4 ACD Overview_ SSG RTR ACD Highlevel_SSG.mp4 ACD Overview_ RTR ACD overview_ CuoreRTR.mp4 Analytics High Level Analytics Highlevel De
Difference between Print and Default media
The key difference between print media and default media lies in how content is displayed and formatted for different mediums. 1. Print Media Definition: Print media refers to content that is formatted specifically for printing on paper. Usage: It is opti
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GGlossary of SC TermsThe content in this article is appropriate for: Administrators, Supervisors, and Agents See also: [ACD] SC ACD Glossary [WorkFlow] SC WorkFlow Glossary [TAS] SC ACD TAS Module Glossary [Analytics] SC Analytics Glossary A-D Name Additional Info Definition
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SSC -TASSC -WorkFlow User Personas WorkflowAdmin
SC Branding Glossary
A-D Name Additional Info Definition Location SingleCommand E-K Name Additional Info Definition Location L-O Name Additional Info Definition Location P-S Name Additional Info Definition Location SC ACD SingleComm’s call dialer platform. Branding SC Anal
SC-ACD
User Personas: ACD Admin ACD Supervisor ACD Agent
SC-Analytics
Analytics User
Scripter to do List
for internal use only In Process for v3.3.? Nexa: Nexa: Nexa: Nexa: Requests Teri/LaSandra: Nexa: Should/Need to be reviewed: Nexa: Nexa: Nexa: Nexa: Suggested feature that came up during CPM discussion: Alonso said: let's create a new component to captur
SingleSource of Truth
This is where we will be adding all content that will eventually make up our SSOT - It may or may not always live here but with the Google integration, we are able to access meeting recordings and anything else that has been saved and shared. Also, linkin
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TTelco ManagementThis space was previously created to manage vendor information and should be kept up to date. https://singlecomm.atlassian.net/wiki/spaces/CAR @self
Training Resources / Draft Dox
Troubleshooting articles [TS] Related Articles
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UUsing the Predictive Dialer (for Supervisors)Please Note:This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more. The SingleComm Predictive Dialer pairs an IB call campaign with a dialer
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VVideo LibraryHigh level DEMO Videos (as requested by the sales team) For Demos (Videos) SC ACD How to assign an agent to a campaign in the ACD https://youtu.be/0I5ASEdecZ4 https://youtu.be/0I5ASEdecZ4 How to set up Dispatching Rules in the ACD https://youtu.be/jIai3Uv
Viewing Dialer Campaign Data in CX Explore
Please Note:This feature is currently still being developed and may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more. View Dialer Campaign Data in CX Explore Data from Dialer campaigns can b
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WWorkstation Minimal RequirementsMinimum Hardware Requirements (Singlecomm only) Component Minimum Specification Recommended Specification Processor (CPU) Intel Core i5 (6th Gen) / AMD Ryzen 5 Intel Core i5 (8th Gen) / AMD Ryzen 5 Memory (RAM) 4 GB DDR4 8 GB DDR4 or higher Storage (SSD/H
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