Requirements & Complaints Configuration

This article describes in detail how to set up and configure Requirements/Complaints structure in Tegsoft. By following the directions in this article, one can enable Tegsoft Requirements/ Complaints for their contact center.

1. Incoming E-mail Server Setup 

Please follow the steps below for incoming e-mail server setup.

You will need your email provider's incoming server settings (POP or IMAP).

Step 1 - Go to System Management.
Step 2 - Go to E-mail Accounts Management.
Step 3 - Click Add (+) button.
Step 4 - Set the parameters.
Step 5 - Click Save button.

The parameters in Step 4 are described in the table below.

Then, whether the e-mail account configuration is done correctly should be checked with the e-mail receiving test. For this, please follow the steps below.

Step 1 – Click check mark.
Step 2 – Go to Test mail receiving tab.
Step 3 – Click check mark.

2. Outgoing E-mail Server Setup

Please follow the steps below for outgoing e-mail server setup.

You will need your email provider's outgoing server settings (SMTP).

Step 1 - Go to System Management.
Step 2 - Go to E-mail Accounts Management.
Step 3 - Click Add (+) button.
Step 4 - Set the parameters.
Step 5 - Click Save button.

The parameters in Step 4 are described in the table below.

Then, whether the e-mail account configuration is done correctly should be checked with the e-mail sending test. For this, please follow the steps below.

Step 1 – Click check mark.
Step 2 – Go to Test mail receiving tab.
Step 3 – Click check mark.

3. Requirements & Complaints Configuration

After the e-mail accounts are defined, the scheme of the requirements and complaint is created, and related parameters are defined.

Please follow the steps below to configure your requirements or complaints.

3.1. Access to Menu

➤ Go to Requirements Complaints ➔ Requirements & Complaints Settings in Tegsoft.

3.2. Extension Parameters

While creating the requirement, in addition to the default parameters, customizable parameters are defined on this tab.

➤ Go to Extension Parameters tab.
➤ Select a default parameter from the list to customize it.
➤ Enter the details of the parameter.
➤ Save the settings.

3.3. Status

While creating the requirement, status options for the requirement are defined on this tab.

➤ Go to Status tab.
➤ Click Add (+) button.
➤ Enter the details of the status.
➤ Save the settings.

3.4. Categories

The requirements/complaints hierarchy is Department ➔ Requirement/Complaint Types ➔ Categories, from general to specific. Categories are assigned to types, types to departments. Therefore, categories are defined first on this tab.

➤ Go to Categories tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Select in which cases the category will be visible.
➤ Select the states of the extension parameters.
    (Tree different states can be selected for parameters; open, mandatory, and closed.)
➤ Save the settings.

3.5. Requirement/Complaint Types

Requirement or complaint types, which are a supergroup of categories, are defined in this tab.

➤ Go to Requirement/Complaint Types tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Select in which cases the type will be visible.
➤ Assign the relevant categories to the Type.
➤ Select the states of the extension parameters.
    (Tree different states can be selected for parameters; open, mandatory, and closed.)
➤ Save the settings.

3.6. Department

Departments, which are a top group of categories and types, are defined in this tab.

➤ Go to Department tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Select in which cases the department will be visible.
➤ Assign the relevant types to the department.

➤ Assign the related contacts to the department.
➤ Assign the allowed users to the department.
➤ Save the settings.

3.7. E-mail Rules

E-mail rules and conditions are defined in this tab.

➤ Go to E-mail Rules tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Define the parameters in the Routing section.
➤ Define the parameters in the Requirements Management section.
➤ Save the settings.

3.8. Routing

After the configurations in the previous steps are completed, the routing rules are configured from this tab.

➤ Go to Routing tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Define the parameters in the Routing section.
➤ Define the parameters in the Requirements Management section.
➤ Save the settings.

After all the configuration steps are completed successfully, a new requirement is able to be created with an e-mail sent to the defined e-mail address or from the requirements page.

Main screen of the Requirements Management 

Detail screen of Requirement

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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