Objective

Applies To

• $${vcc}
• Call Recordings

Procedure

Configure a Secure FTP Client

• FileZilla - Minimum supported version 3.47.1
• Core FTP LE - Minimum supported version 2.2

• Host Name:
  • US-West <vcc-ftps-us1.8x8.com>
  • US-East <vcc-ftps-us2.8x8.com>
  • Canada <vcc-ftps-ca1.8x8.com>
  • United Kingdom UK2 <vcc-ftps-uk2.8x8.com>
  • United Kingdom UK3 <vcc-ftps-uk3.8x8.com>
    • For a complete list of the available platform URLs, refer to the 8x8 Contact Center Platform URL Guide.
• Username: The Tenant Name listed in Home > Profile > Tenant Name.
• Password: The password you entered in Home > Profile > SFTP Password.

Using FileZilla to Download Audio Files

Using Core FTP LE to Download Audio Files

Browse and Locate Recording Files

• An Index directory which contains one or more date-stamped, comma-separated values (CSV) index files named Iyyyymmdd.csv, where I indicates index.
• Time-stamped sub-directories grouped by day. Each sub-directory contains one or more time-stamped WAV audio files and index files with metadata about the audio files. Audio files are named Ryyyymmddttttttssss.wav, where R indicates recording, and the timestamp includes the date (yyyymmdd) and 24-hour Coordinated Universal Time (UTC) tttttt when the file was recorded by hour, minute and second, and ssss indicates a sequence to differentiate multiple files recorded at the same second. The directory structure of call recordings may be represented as follows:
  
  

Locating Local Call Recordings

Access the Index Files

1. Double-click the Index directory. The directory consists of index files time-stamped by day. You may view or download the index files in the directory. Each CSV index file lists the following information about that day's agent recording files:
   
   
   
   Note: Index files for a specific day are stored under the relevant sub-directory as well as the index directory. Two types of index files exist. One file contains more details than the other.

• CALL TYPE: Inbound Outbound, or Direct Agent Access call
• START TIME, STOP TIME: Local Tenant Time at which the call was answered and terminated by the agent
• AGENT NAME: Name of the agent who took the call
• CUSTOMER NUMBER: Phone number associated with the customer
• PHONE CHANNEL: Phone Channel number processing the call
• CALLED NUMBER: A phone number to which a call was placed (applicable to outbound calls)
• CASEID: Case number associated with the caller
• DURATION: Duration of the phone call
• FILENAME: Filename of the audio recording of the call
• DIRECTORY: The sub-directory in which the audio recording of the call is stored
• ACCOUNT: Account number associated with the caller
• START TIME UTC: Time represented in UTC at which the call was answered by the agent
• STOP TIME UTC: Time represented in UTC at which the call was terminated by the agent
• QUEUE: Queue type indicates outbound or inbound queue
• QUEUE NAME: Name of the queue the call was channelled to
• TRANSACTION ID: Unique number that identifies the phone call
• EXTERNAL VARIABLE 1&2: Data collected during the Interactive Voice Response
• OUTDIAL CODE: Codes associated with outbound calls
• WRAP UP CODE: Codes representing the call outcome

2. Go to the specified directory and download the call recording files.

Download Agent Call Recordings

1. Select a directory, and right-click to open the menu.
2. Select Download from the right-click menu. The SFTP client indicates a successful transfer.
   
   
3. To play downloaded call recordings, select a WAV file, and double-click to play the recording.

Contact Center Call Recording Storage Limits

Question

Applies To

• $${vcc}
• Call Recording

Answer

Queue Level (Inbound and Outbound)

Agent Level

IVR Level

Behaviour

• Today if Queue config or Agent config is set to record 100% it will record: (aka. recording setting take precedence)
• Today a call will be recorded up to the moment that we have an agent in the call
• When a new queue is created all recordings are defaulted to 0%
• When a new agent is created all recordings are defaulted to 0%
• IVR configuration overwrites Agent/Queue configuration
  • IVR configuration will be valid just during the interactions that passed through a recording node
• If a number, that is on the DTMF black-list, is been dialed from/to all recording settings will be ignored and no recording will happen

Scenarios

• Agent1 configured to (0% recorded)
• Agent2 configured to (100% recorded)
• Rule of thumb: any setting to record will take precedence over not record.

• Inbound interactions coming into queueA that is configured to (0% recorded)
• Agent1 configured to (0% recorded)
• Agent2 configured to (100% recorded)
• Rule of thumb: any setting to record will take precedence over not record.

• Inbound interactions coming into queueA that is configured to (100% recorded)
• Agent1 configured to (0% recorded)
• Agent2 configured to (100% recorded)
• Rule of thumb: any setting to record will take precedence over not record.

• Inbound interactions coming into queueA that is configured to (0% recorded)
• Agent1 configured to (0% recorded)
• Agent2 configured to (100% recorded)
• IVR node saying 100% is recorded
• Rule of thumb: IVR node overwrites all agent/queue config

Question

Applies To

• $${vcc}

 Answer

Objective

Applies To

• 8x8 Contact Center
• Configuration Manager for Contact Center

Procedure

1. Create or edit a custom Customer Field to flag phone numbers to block.
2. Create a Phone Script to recognize and end calls from customers with the blocked number flag set.
3. Create or edit a Customer Record with the phone number to block, and the blocked number flag set.

Create a Custom Customer Field for Blocked Numbers

1. In Configuration Manager for Contact Center, go to CRM > Fields > Customer Fields.
2. Click + to add a Customer Field.
3. For the Data Type, select Pick List.
   
   
4. Enter the following values:
   • Field Name: numberblocking
   • Display Label: Blocked Numbers
5. From the Pick List Values drop-down, select Edit Pick List Values.
6. Click + Pick List Value. Do this twice for a total of two values.
   
   
7. In the value column, name the default value Not Blocked and the second value Blocked.
8. Click Save.

Create a Script to Block Callers with the Blocked Flag Set

1. Go to Scripts. The Phone tab comes up by default.
2. Click Add new phone script.
3. Give the script a name and select the script you want to copy in the Copy script from drop-down.
4. Click Save.
5. Click Main IVR.
6. Add the Check ANI script object and label it Check for Blocked Numbers.
7. Click Contact Found, then Add, then add Check Picklist.
8. Name the pick list Block Calls.
   
   
9. Under Data to test, select the Blocked Numbers pick list you created.
10. Under Select Operator, select Is equal to.
11. Check the box next to Blocked.
12. Click OK.
13. In the IVR, click Matched, then Add, then add Hang Up.
14. Click Save.

Create a Customer Record with the Number to Be Blocked

1. Log into 8x8 Agent Workspace as an agent with the privileges to create and edit customers.
2. Go to the Customers tab in the CRM panel.
3. Click Search, then click Advanced.
4. On the Advanced search page, search by Voice, then type in the phone number you wish to block, without spaces or dashes.
5. If you find a customer record with the number to block, select that record and edit it, then proceed to Step 9.
6. If you did not find the number you want to block, click + New Customer at the top right of the search results.
7. Enter the required fields for the customer whose number you want to block. Note: A UK telephone number should save as E164 format, i.e., +44xxxxxxxxx.
   
   

9. Set the custom pick list field for blocked numbers to Blocked.
10. Click Save.

Objective

Applies To

• 8x8 Contact Center
• Configuration Manager for Contact Center
• Extensions

Resolution

Adjust the Agents' Settings

1. Log into Configuration Manager for Contact Center.
2. Select Users/Agents.
3. Edit the desired agent.
4. On the Phone tab:
   • Select Enable in IVR
   • Select Enable agent voicemail
5. Click Save.

Configure a DID Script

1. Log into Configuration Manager for Contact Center.
2. Select Scripts.
3. Click Add new phone script.
4. Name the script.
5. Select Copy script from, select Agent DID script.
6. Click Save.
7. Under MainIVR, add Transfer to Agent.
8. Note the options for Transfer to agent even if the status is.
   • Busy
   • On break
   • Working offline
   • Logged off
     
     

• If these options are selected, the call will be offered to the agent's even though the agent is Busy, On break, Working offline, or Logged off
• If these options are not selected, then add call routing for them

Example

1. Click Busy > Add.
2. Insert Object > select Transfer to Agent Voice Mail.
3. Fill in the Object tag as desired.
4. Select either a Personal Invite or Impersonal Invite.
5. Click OK.
6. Repeat for the other options as desired.
   
   
7. Set the script as the Default DID.
8. In the Script list, select the radio button for Default DID for the script.
9. Click Save.
   
   

Additional Information

Objective

Applies To

• 8x8 Contact Center
• Configuration Manager for Contact Center
• Schedules
• Holidays
• IVR
• Auto Attendant

Procedure

1. Click Home within Configuration Manager for Contact Center.
2. Select the Schedules tab.
3. Create a schedule by clicking on Add Schedule or amend a current schedule by double-clicking on the schedule name or alternatively clicking on the Pencil icon.
4. Within the setup for the Schedule, set your normal working hours under Weekly Schedule and then under Special Events and Holidays you can add your exceptions for the year, month, day etc.
   

   As special events are exceptions, the schedule will always follow the Weekly Schedule until the exception time starts and after the weekly time ends. This means if you want to open later than your Weekly Schedule you will be required to add a closed time slot into the exceptions to stop it opening as usual. See the examples of different scenarios below.

5. Examples of setups needed in the special Events for different scenarios: 
   • Open 8-6, want to close for a special lunch on Friday 23rd December 16 (such as a Christmas Lunch):
     
     
   • You want to open earlier on a specific day - in this example wanted to open 1hr earlier on Monday 19th Dec 16: 
     
   • Want to open 2hrs later ie on a bank holiday Monday:
     
     
   • Want to open later and close earlier on a bank holiday Monday: - 2 ways to do it: 
     First way (that is the clearest for all to read)
     
     
   • Second way
     
     
   • Setting up Choices in place of closed or open will mean the schedule will follow the "choice" options on the scripts instead of closed or open.
6. Once you have set your working hours and exceptions and given the schedule a name, click Save to exit the page. 

Note: If you have only amended the hours to close up early or set it to be closed then you do not need to go any further. However, if you have set a Choice #, read the next steps below.

1. Click on Scripts in Configuration Manager for Contact Center.
2. Create a script by clicking on Add New Phone Script or amend a current script by double-clicking on the script. 
   • Note: to make it easier and avoid any confusion, we advise you add descriptions for the respective choices you have set in the Comment field box on the new window that appears when you double-click on the script name.
     
     
     
      
3. The Script tab is where you can now go to implement the Choice # options associated with your schedule. You need to select the respective # (number) to link with the choice you set up within Special Events and Holidays.
   
   In this example, I will have it set to play a message that will inform the customer the business is now closed for the Christmas period and for them to leave a voicemail. This can be achieved by selecting either the Play (will play an audio file that was uploaded) or Say (will read out the text you entered) object and then adding the Forward to Voicemail Queue object.
   
   

Note: you must have set up the Voicemail queue with agents assigned to it in order for your agents to listen to the voicemail recordings!

What happens to calls that come into the Contact Center if it's closed?

• Hang Up - immediately hangup any calls entering the IVR queue.
• Forward to Queue - pass calls to another queue to handle.
• Forward to Voice Mail Queue - allow calls to go to voicemail.
• Forward to External Number - forward your calls to an external number outside of your center.

Question

Applies To

• 8x8 Contact Center

Answer

• Current queued-in and agent connected inbound calls
• Agent/customer connected webcallbacks (ie: there can be 100s of scheduled webcallbacks and are not counted),
• Agent to agent calls
• Manual dials

1. Suppose 10 inbound calls are in the queue, they are consuming 10 Voice Ports.
2. These 10 calls are accepted by agents, they are still consuming 10 Voice Ports. Once they have completed the calls you are back to 0 Voice Ports consumed.
3. Forward to External is never accepted by an agent - it will consume 1 Voice port for the full lifespan of the phone call.
4. The call recording leg is not counted towards Voice Port.
5. Outbound calls are never denied nor will they consume any port until answered.
6. Campaign Calls are not counted towards Voice Ports.
7. Scheduled webcallback isn't counted as Voice Port until connected.
8. Dialer will not consume any Voice Port.
9. eIVR call will not consume any Voice Port.

1. 20 Calls can enter and wait in the queue.
2. 17 calls can enter and wait in the queue and 3 can be in the accepted state.
3. 15 calls can wait in the queue and 5 can be in the accepted state.
4. In any of the above scenarios, if one more inbound call comes in, the caller will get a fast busy tone.

Symptom

Applies To

• 8x8 Contact Center
• Agents
• Status

Resolution

Check Phone Number Configuration in My Profile

Make a Direct Outbound Phone Call to the Agent

• If the call does not complete, then you will need to contact your local phone provider.
• If you get the agent's voicemail, verify that the agent does not have the phone set to forward calls to voicemail or that the agent's vm and prompting timeout setting in the CM is set for a lower setting than the PBX voice mail setting. If this happens and you do not know how to clear the forward, you will need to contact your PBX/local provider.

Overview

Applies To

• 8x8 Contact Center
• Blended Interactions

Configuration

Agent to agent chat 

Concurrent interactions 

Blended Interactions

While working on a phone interaction, offer: 

While working on a chat interaction, offer:

Below here, the agent has phone and email enabled, so they will be offered each of these interaction types while working on chats.

While working on an email interaction, offer:

Below here, the agent has phone and chat enabled, so they will be offered each of these interaction types while working on an email.

Use Case 1 - Accept a phone call while working on an email

Settings in configuration manager 

• Max number of digital interactions is set to 3
• Max number of emails set to 1. 

• Offer chat - NO
• Offer phone - YES

No other options are selected. This means that if an agent is handling an email interaction, and they are on a phone queue as well, they will be offered an inbound phone call. However, if they are on a phone call, they will not be offered an email. 

Agent experience

As there are no settings for blending chat here, even though that have digital interactions set to 3, if they are working on a digital interaction, they will not receive any interactions for another media type.

Use Case 2 - Blending chat and email together

Setting in configuration manager 

• Max number of digital interactions is set to 2.
• Max number of emails set to 2. 

• Offer email - YES
• Offer phone - NO

• Offer chat - YES
• Offer phone - NO

This then means that chat and email will be blended together. However, phone calls will be not offered while working on either interaction type.

Agent experience

For the agent, they will be offered just chat and email interactions together. If they want to stop receiving any more interactions, they can use the Stop new option, if they offered interactions straight after each other. If they reject an interaction, this will automatically stop them from receiving any further interactions and put then into the work offline status when they finish.

Use Case 3 - Blending chats and phone together

Settings in configuration manager

• Max number of digital interactions is set to 4.
• Max number of emails set to 1. 

• Offer chat - YES
• Offer email - NO

• Offer phone - YES
• Offer email - NO

• Offer phone - NO
• Offer chat - NO

This agent is not on email queues anyway. However, if they did get put onto an email queue, this setting means that once they accept an email, until they have finished with it, they will not receive a phone call or chat. 

Agent experience

As the agent can receive up to 5 interactions (4 chats and 1 phone) they may need to use the stop new option more, if they are unable to provide all the customers they are speaking to the best experience.

Use Case 4 - Blending phone/chat/email together

Settings in configuration manager

• Max number of digital interactions is set to 1.
• Max number of emails set to 1. 

• Offer chat - YES
• Offer email - YES

• Offer phone - YES
• Offer email - YES

• Offer phone - YES
• Offer chat - YES

They will be offered both phone and chat while working on an email.

Agent experience

Switch off blended interactions

Agent doesn’t want anymore interactions

Stop new

Reject offered interaction

Reporting

Analytics

In the below, the handling time shown for the email is the amount of time they had that email in their Agent Workspace panel, even though for 4:39 minutes, they were dealing with phone call and not focused on the email. 

In the analytics area, go to the agent status report.

Supervisor Workspace

Inside Supervisor Workspace, you will be able to see the concurrent interactions that are currently in progress, along with the time the agent has been handling them for.

Limitations

Objective

Applies To

• 8x8 Contact Center Scripting
• Number Blocking

Procedure

1. In the part of the script where you want the caller blocked, add a Test Variable object.
   
   
2. Edit the object using the $callerPhoneNumber condition = ANI of caller you want to block. This number needs to match the inbound ANI Contact Center is seeing in the script and in a lot of cases might not include a +1.
   
   
3. If true, add a hang up object.
4. If false, go to the area that will resume the script for normal processing.
5. If needing to block multiple numbers, you can simply continue to add test variables.
6. Once complete, go to Customer Experience to ensure blocking is working. Filter should be set to Hang Up by System.
   
   

Objective

Applies To

• Contact Center
• Call Recordings

Procedure

1. Download and install an FTP client (eg, Core FTP minimum supported version 2.2 (LE and Pro Versions)) or Filezilla (minimum supported version 3.47.1)). The FTP client must be compliant with TLS 1.2 or better.
2. In the Host field of your FTP client, enter your FTP URL, if you do not know your FTP URL for your tenant you can refer to the 8x8 Contact Center Platform URL Guide.
3. Username:
   • If you do not use SSO to login into Contact Center (Mode 1): Enter the username used by your tenant Primary Administrator to log in to the Contact Center. You may access this information from the initial communication email that shares the tenant login credentials.
   • If you do use SSO to login into Contact Center (Mode 2 & 3): Enter your tenant name. You may access this information from the initial communication email that shares the tenant login credentials.
4. Password: This is the password that the primary administrator entered in Configuration Manager for Contact Center. Home > Profile > FTPES Password.

Symptom

Applies To

• 8x8 Contact Center
• Admin Console

Resolution

• Interaction offer timeout = 30
• Admin Console Call Forwarding Delay = 60

Check the Interaction Offer Timeout in Configuration Manager for Contact Center

1. Log in to Contact Center Configuration Manager.
2. Select Users/Agents. The agent list is displayed.
3. Double click an agent’s name to see the Edit Agent dialog.
4. Select the Properties tab.
5. Adjust the Interaction offer timeout to 30. Note: The value is in seconds.

Check the 8x8 Work Phone Call Forwarding Delay

Admin Console Users

1. Log in to Admin Console.
2. Select Users
3. Click Edit (pencil icon)
4. Select Call Forwarding
5. Edit When user does not answer the call within 15 seconds
6. Set it to 60

Cause

Objective

Applies To

• 8x8 Contact Center 
• Configuration Manager 
• Admin Console

Procedure

Admin Console

1. Log in to Admin Console.
2. Click Users.
3. Click Create User.
4. Complete Basic Information.
5. Under Services and permissions select a service.
   • For X Series users, select the appropriate X series bundle that supports Contact Center services.  
6. Enter an extension number. A specific extension number can be chosen, or use the default extension that the system auto-populates.
7. Click Save.

Configuration Manager

1. Log in to Configuration Manager.
2. Click Agent.
3. Click Edit.
4. Under the General tab, enter the following details: 
   • Agent Group
   • Agent Primary Langauge
   • Current Country
5. Click Save.
6. Under the Phone tab, enter or change details in the following headers:
   • Workplace
   • Outbound Calling
   • Automatic Call Recording
   • Agent Recording Controls
7. Under the Queues tab, assign queues by checking Assigned and Enabled.
8. Click Save.
9. If the user is a supervisor, under the Supervisor tab, toggle This user is supervisor to on.
10. Under the Assigned column, Assign the proper queues.
11. Click Save.

Objective

Applies To

• 8x8 Contact Center
• Dedicated VCC Extension
• Account Manager Migrations Only
• Admin Console 1.25.5 or Higher

Procedure

Enable a user with a dedicated VCC extension

1. Log in to 8x8 Admin Console.
2. From the menu, select Users.
3. From the list of the users, select a user assigned with an 8x8 Work extension only (remove any 8x8 Contact Center licenses assigned). Note: You must select a user assigned to a 8x8 Contact Center-enabled site.
4. Select More Options (three dots), then select Enable as dedicated VCC extension. In the Users list, users assigned with dedicated VCC extensions are marked with a headset icon.
   
5. At the prompt, select Continue. The selected user will be enabled with a dedicated VCC extension. The user can then use the extension to handle 8x8 Contact Center calls with a desk phone or the 8x8 Work for Desktop app.
   
   
   
6. From the application panel, navigate to Configuration Manager for Contact Center.
7. From the menu, select Users. Notice that enabling a user with a VCC dedicated extension has created a new user in 8x8 Contact Center. You are now ready to configure the agent.
8. Go to Channels. You will see that a new channel appears on the list. This is the phone number assigned to the user in 8x8 Admin Console.

Additional Information

Limitations and Known Issues

• Phone number
• Extension Number
• Licenses
• Call Forwarding Rules (within the Admin Console)

Objective

Applies To

• 8x8 Contact Center
• Chat

Use Criteria

Procedure

1. Log in to Configuration Manager for Contact Center.
2. Navigate to Scripts and go to the Chat tab.
3. Click to edit the desired chat script.
4. In the chat script tree, select the root node and click the add link.
   
   
   
5. In the Insert object form, select Chat as a popup.
   
   
   
6. Fill the required fields and click OK.
   
   
   
7. Save the script.

Additional Information

Question

Applies To

• 8x8 Contact Center
• Transaction Assignment

Answer

Examples

Example A

Example B

Objective

Applies To

• 8x8 Contact Center
• Configuration Manager for Contact Center

Procedure

1. Log in to your 8x8 Application Panel.
2. Select Admin Console.
3. Select SMS.
4. Select Campaign.
5. Ensure that Your Campaign's Status is verified.
   • Note: For details on how to complete the SMS campaign registration in the Admin Console, see SMS Campaign Registration Admin Console Configuration.
6. Contact your 8x8 Account Manager or sales representative to add the required license for SMS channels for 8x8 Contact Center.
   • Example: SMS Enabled Local Number-VOSVC0219-US.
7. Ensure that the phone numbers for use with the SMS channels are available in the Admin Console.
   • Note: The phone numbers will be assigned to the 8x8 Contact Center during the process to provision the SMS channels. 
8. Your 8x8 Account Manager or sales representative will create an order to provision the SMS channels.

Additional Information

Symptom

Applies To

• 8x8 Contact Center
• 8x8 Agent Workspace
• Call Monitoring

Resolution

1. First, make sure that the supervisor is able to receive calls from 8x8 Contact Center:
   1. Have the supervisor log into the 8x8 Agent Workspace.
   2. Have the supervisor choose to work offline.
   3. Have the supervisor bring up their Profile and click on the Make Verification Call button.
      • If the supervisor gets the verification call proceed to step 2.
      • If the supervisor did not get the verification call work with them to get their workplace phone settings corrected.
   4. Once verification is working have the supervisor attempt to monitor an agent again, if that doesn't work proceed to step 2.
2. Next, Reset the supervisor's supervisor status.
   1. As administrator log into the Contact Center Configuration manager.
   2. Bring up the supervisor's user record for editing.
   3. Click on the Supervisor tab.
   4. Uncheck the This user is supervisor checkbox.
   5. Save the record.
   6. Click on the Supervisor tab.
   7. Check the This user is supervisor checkbox.
   8. Save the record.
   9. Have the supervisor log out of the Agent Workspace if they are logged in and then log back in and check if they're able to monitor now.

Symptom

Applies To

• Configuration Manager for Contact Center 
• Agent Status 

Resolution

1. Log in to Contact Center Configuration Manager.
2. Click Queues/Skills. 
3. Under the Inbound Phone queue, click Edit (pencil icon). 
4. Navigate to the Properties tab.
5. Increase Post Processing Timeout to the appropriate amount.
6. Click Save. 

Cause

Symptom

Applies To

• 8x8 Contact Center
• SMTP Server
• Sender Policy Framework (SPF)

Resolution

Cause

Additional Information

Objective

Applies To

• 8x8 Contact Center

Procedure

1. Log in to your 8x8 Application Panel.
2. Select 8x8 Contact Center.

Configuration Manager for Contact Center

Agent Workspace

Question

Applies To

• 8x8 Contact Center
• CRM 

Answer

Objective

Applies To

• Historical Reporting
• 8x8 Contact Center Dashboard

Procedure

1. In 8x8 Contact Center, go to Home > Profile > Miscellaneous Tenant Settings.
2. Under Other Time Zone, select Edit.
3. Add the needed time zone.
4. Select Save.
   
   

Objective

Applies To

• 8x8 Contact Center
• Post Call Survey

Procedure

1. In Configuration Manager navigate to Scripts and select Add new phone script.
2. Enter the script name as desired and on the Script Type select Post call survey.
   
   
   
    
3. You can create the PCS script by adding the IVR object Question and choosing between different types like Scale, Yes/No and Voice Comment for example:

   If using Yes/No the default options are set to Yes = 1, No = 0, this cannot be changed to other vaules.

   
   
   
4. Further details of how the Scale question is being configured:
   
   
    
   

   Do not add punctuation such as commas inside your question as punctuation inside the question is not supported and can cause issues with the post call survey or the results.

5. The PCS script is not directly assigned a channel but is rather called from another script.

Note: For testing the PCS script you can temporarily assign a channel number to it.

Additional Information