Admin Settings

Introduction

The Admin Settings section deals with different configurations that administrators can manage. This involves Account-level settings, General settings accessible to account-level administrators or supervisors, and Integration settings.

Accessing the settings

Here's how you can reach the admin settings page.

  • Login to the CloudAgent as an Admin.
  • Navigate to Admin > Settings > Admin settings.

Account Settings

Edit User

This section of the admin settings is used to modify or update your account profile. This includes:

  • Name
  • Username
  • Email
  • API key
  • Phone Number

System Settings

  1. Display CRM in
    1. Embed: This shows the Screen Pop inside a frame on the same page.
    2. Pop-up: This opens the Screen Pop in a new window.
    3. Open in New Tab: This opens the Screen Pop in a new tab. (Available on in-ccaas.ozonetel.com & ccaas.ozonetel.com)
  2. Callback Url: Modify or add the callback URL here

Current Roles:

Within this tab, administrators can easily review the roles assigned to the account. Refer to the table below for an explanation of the diverse roles available within Ozonetel's system.

RoleDescription
ROLE_USERThis Role allows the tenant to get basic contact center features like Inbound, manual & dashboards, including all the softphone features (Answer, Hold, Transfer, Conference, Mute)
ROLE_OUTBOUNDThis role gives access to Outbound Dialer campaigns ( preview, progressive, IVR)
ROLE_BARGEINThis enables the barge-in feature for admins/supervisors in the live dashboards ( all real-time dashboards you get in dashboard login )
ROLE_HOLDThis enables the Hold button for an agent in the toolbar.
ROLE_CONFERENCEThis enables the Conference button for an agent in the toolbar.
ROLE_MUTEThis enables the Mute button for an agent in the toolbar.
ROLE_DIRECTROUTINGDirect routing functionality
ROLE_CONSLTHOLDTRFRThis enables warm transfer button for agent in the toolbar.
ROLE_RATINGThis role enables the rating /feedback option for admin/supervisor on the CDR report. You will notice a STAR rating option and a blank field to till comments in the CDR against each call.
ROLE_ADMIN_ALERTSIt enables the desktop alerts for Admin
ROLE_EMAIL_CAMPAIGNEnables email campaigns for an account
ROLE_CALLBACKSIt enables callback / scheduling a callback for agents in the agent toolbar - disposition window
ROLE_SUBADMINEnables a tenant with sub admin user creation
ROLE_REP_MISSEDCALLEnables MissedCall Report
ROLE_SMSEnables SMS feature in Agent toolbar
ROLE_EMAIL_ALERTSEnables Email Alerts for admin & supervisors
ROLE_BLENDEDThis role gives Blended mode for agents in the toolbar
ROLE_SKILLDROPACTIONIf a call is disconnected in a skill, there are certain actions you can automate if this role is enabled. The actions you can do are shown in the skill page itself. These actions are separate from fallback rules & usually helpful for api / programming integrations
ROLE_AGENT_CALHISTThis role enables Agent call history tab in the agent toolbar.
ROLE_HOME_DASHBOARDIt enables a home dashboard for admin . This is the same graphical dashboard you will see under the dashboards dropdown.
ROLE_SIPThis role enables SIP option in Barge in window.
ROLE_CAMP_PRIORITYFor outbound campaign priorities - In outbound campaigns, you can set priority about which campaign data gets higher prirority to dial.
ROLE_DND_CHECKThis role is relevant for India. To be ignored
ROLE_CHATThis role enables the chat feature for a tenant.
ROLE_RTCIt enables webrtc for customers. This role can be ignored for US customers as it is given by default.
ROLE_IVRDESIGNER_ALLIt enables complete access to IVR designer and its features. This works in combination with the IVR module.
ROLE_MARKETINGNot Applicable for US
ROLE_CALLPREFIXThis role enables a call prefix field in inbound ( manual dialing) & outbound campaigns. By using this field, you can prefix a string to the number agents dial or being dialed from dialer. Example; Upload 10 digit numbers to dialer or agent types 10 digit number & you can append +1 or +44 to prefix the iSD code
ROLE_PREDICTIVEIt enables the predictive dialer feature for a tenant /account
ROLE_HELPIt gives the help icon on admin / dashboards etc for users to access help documents online.
ROLE_CAMPAIGNSUBWhile the sub admin is enabled for a tenant, if you want to restrict data access based on campaigns to the sub admin , you have to enable this feature. Once enabled, for each sub admin, you will have assign campaigns for which data is visible to the sub admin
ROLE_IVRTRANSFERThis role will enabled IVR transfer feature in agent toolbar. Usually helpful when running feedback surveys or when agents have to route customers back to the main iVR.
ROLE_CBK_CAMPAIGNCallback URL allows data to be sent to a URL after end of call. This role enables setting up a custom callback URL for each campaign. If this role is not allowed, the tenant will have a common callback URL which can be configured in profile of that tenant.
ROLE_SALESFORCEFor customers who need salesforce integration, this role will be needed.
ROLE_FBCHATRole for Facebook chat integration.
ROLE_TWITTERRole for Twitter Chat Integration.
ROLE_AGENTBULKUPLOADRole for Agent Bulk Creation feature. This enables bulk upload of agent profiles from excel sheet in admin > configurations > Agents page
ROLE_AGENTBULKUPLOADRole for Agent Bulk Creation feature. This enables bulk upload of agent profiles from excel sheet in admin > configurations > Agents page
ROLE_ACTIVITYSTREAMThis role enables real time alerts in dashboards for the supervisors monitoring dashboards.
ROLE_RETRYRULESIn automated dialers, you can set retries. If you want to setup advanced retry rules engine, this role provides that.
ROLE_SKILL_CHOLDTRFRThis role enables users to perform warm transfers within skill transfers. It is not assigned by default; instead, it is selectively assigned to users based on specific requirements.
ROLE_APWD_ENCRYPTPassword Encryption for agents in case we are using CRM single sign on apis and password has to be encrypted so we do not get the CRM password.
ROLE_ADMIN_CHAT_BROAThis role enables admin to broadcast common messages across agents or to specific agents. This is a one way broadcast and agents cannot reply back.
ROLE_SECURE_RECORDINGOnce this role is enabled, audio recordings can not be played unless the recordings are in private bucket. To be enabled only after consulting Mavenir
ROLE_AMDRole for Automatic Machine Detection feature which works with auto dialers. This feature has an additional cost per minute
ROLE_CAMPAIGNHOLDMUSICRole To assign and create custom Hold Music For the Campaign.
ROLE_DNC_REGULATIONRole For DNC Regulartion Timings in USA. This works with auto dialers so that we dial to customers based on their timezone which is determined by their phone number NPA-NXX ( FIRST 6 digits)
ROLE_SENTIMENTThis role enables Sentiment analysis for a tenant. This feature will be at an additional cost .
ROLE_TRANSFER_RECORDRole for Enable/Disable call recording on transfer call. This role gives agents a checkbox to disable audio recording before transferring a call.
ROLE_CALL_RECORDINGRole for Audio Record Enable or Disable
ROLE_CDR_CRTRole for showing Customer Ring Time in CDR for outbound calls
ROLE_CDR_DUMPRole for generating CDR Dump Report. Dump report gives multiple records for each call ( like queue, agent dial are separate records)
ROLE_DIDMaskingThis feature is used for local presence where customer wants to show a local number to the caller when dialing outbound calls. It will work if customer has subscribed to multiple DIDs from various locations.
ROLE_SIP_LOCATIONUsually, agents are in one location so we use a single webrtc server for connecting all agents. But in case agents are in different continents and we need to connect agents from different POPS(points of presence) , this role is enabled and then we can map agent IDs to specific webrtc servers.
ROLE_IVR_COPY_USERRole for copying IVR Flow from one Account to another Account
ROLE_SMS_CHATRole for Sms chat integration, it enables inbound sms to be accepted by agents and reply back to customers
ROLE_INTERNALNot Applicable for US
ROLE_AGENT_ONCALLThis role enables agents to stay on call on webrtc while the customer side calls get disconnected. This is needed in PSTN markets and not so relevant in USA.
ROLE_CUST_MASKINGRole for masking Customer Numbers to Sub-Admins.If you don’t want supervisors to see customer numbers in CDR< this role can be enabled.
ROLE_WHATSAPP_CHATRole for Whatsapp chat integration
ROLE_AGENT_AUTHRole for Role-Based Agent Authentication
ROLE_A2A_CALLINGRole for Agent To Agent Calling. Once this role is enabled, and it is selected in a campaign. If calls land on that campaign, agents who are part of skills in the campaign will get calls irrespective of mode - which means they will get calls even in manual or chat mode as well.

General Settings

This part gives you, as an admin, the power to control and manage your account using the given settings. In this section, you'll discover different things you can handle as an admin. Details of each setting are explained below

ParameterDescription
EMAIL_ALERTSEnabling this option will trigger email alerts for administrators.
Callback hit tries Used when we send “Call details” back to CRM. This helps when call records are not sent due to any network failure.
Authentication Token for Plugin This is used for ZOHO integration.
Send Callback immediatelyThis is used when the “call details” are to be sent immediately. During this time, “Disposition” is not sent. Otherwise, there will be a delay of 5 min along with the Disposition.
Sync toolbar if reconnection occurs This helps when Agent PC has reconnected with internet fluctuation and agent status is back to its earlier status.
PRI threshold PercentageBased on the percentage given the PRI report will be generated accordingly
Custom Recording URLThe customer can give his customized URL to push the recordings.
Play Ring on Transfer or ConferenceThis option gives a response that the call has been transferred.
Machine detection checkThis enables AMD detection to work on Autodialers (PROGRESSIVE/PREDICTIVE CAMPAIGNS)
BargeIn TypeThere are 2 types of BargeIn 

SIP = Automatically call will get barged in through Webrtc

Normal = Admin has to enter a number manually to BargeIn
Exception Calls Allowed per AgentBased on the value given for the number of consecutive calls the agent status will be changed to EXCEPTION and this will reflect on the supervisor dashboard.
Reporting CDR date range to 60 daysThis option enables the customer to filter CDR for 60 days (by default it is 30 days).
Allow Regular Login for SSOIf Single Sign-On (SSO) encounters any issues, the system permits regular login using a username and password as an alternative.
Authorise data accessThe customer should enable this option to access the data.
Allowed IPs for APIsThis setting enables super admins to specify a list of authorized IP addresses through which CloudAgent APIs can be accessible.

Any incoming API requests from IP addresses that are not included in the whitelist will be denied, effectively preventing unauthorized access attempts.
Call Disposition Comment PreferenceThis setting allows the admin to enable or disable the mandatory preference for comments when disposing of a call. The available options include:

Mandatory: Select this option to require agents to provide comments when disposing of a call.
Optional: Choose this option to make the comment field non-mandatory when disposing of a call.
Sub User Creation LimitThis setting allows you, as an admin, to specify the number of sub-admin creation limits. Here are some key points to note:

- If the limit is set to 0 (zero), you won't see the "Add Sub-Admin" button.
- If the value is set to -1, it means there is no limit for sub-admin creation (unlimited).
Phone Number Creation LimitThis setting empowers the super admin to establish a restriction on the number of offline agents. When the set limit is reached, no additional offline agents (phone numbers) can be added until the super admin adjusts the limit.
Allow internal Calling for AgentThis setting enables agents to make agent-to-agent calls.

To enable this feature, please review the following considerations:

1. When setting up the inbound campaign, mark the 'Internal Calling' checkbox in the configuration.
2. Ensure to use of an appropriate DID for the campaign. There should be a dedicated campaign for internal calling.
3. Once the campaign is established, the available agents will be visible on the agent toolbar.
4. Note that the second agent receiving the call will not have access to call controls.
5. Note that there will be a single UCID record in the CDR. Consider using the disposition to facilitate easy identification of call reports.
Outbound Dialing rule OnNone: Choose this option if you wish to deactivate the maximum outbound dialing limit for a number within your account.
Account: Account - Select this option to enable the maximum dialing limit for a number within your account.
Max outbound dialing count"Max Outbound Dialing Count" allows the admin to set the maximum number of outbound dialing attempts for a number at the account level.

Integration Settings

Here are the settings for each integration along with their descriptions.

  1. FreshSales:

    1. FreshSales Truncate Caller ID:
  2. Freshworks:

    1. Truncate Caller ID:
  3. FreshWorks Ticket Fields:

ParameterDescriptionReturn TypeSize
callerIdCustomer mobile number mapped by phone fieldString255
callTypeCall type whether it is an Inbound, Manual, Preview, Progressive etc.,String20
ucidUnique caller ID used for monitoring call detailsBigInt20
monitorUcidUnique caller ID used for monitoring transfer call detailsBigInt20
didDID is a predefined number in campaign through which Agent calls route.String30
campaignNameName of the campaign through which the call is routedString255
skillNameName of the skill through which the call is routedString255
uuiUser to User call informationString500
callStatusStatus whether customer Answered or Unanswered the callString50
agentIdAgent Login IDString255
agentNumberPhone number with which Agent is logged inString20
callStartTimeTime at which the call has startedTimeHH:MM:SS
callEndTimeTime at which the call has endedTimeHH:MM:SS
audioFileRecording file link of that particular callStringhttp://recordings.xx
x/xxx/xxx.mp3
durationDuration of that particular callTimeHH:MM:SS
dispositionDisposition set by customer in ACW(after call work) modeString100
dispositionDescription
  1. SalesForce:

    ParameterDescription
    Phone Feild ID
    IS_SAVE_LOG
    Log Each Call as
    Log Associate To
    Recording URL
    Associate2ActivePage
    ScreenPop Type
    Salesforce OAuth Client Id
    Salesforce OAuth Client Secret
  2. SalesForce Task Fields:

    ParamaterDescriptionReturn TypeSize
    callerIdCustomer Phone numberString255
    ucidUnique caller ID used for monitoring call detailsBigInt20
    monitorUcidUnique caller ID used for monitoring call detailsBigInt20
    didDID is a predefined number in campaign through which Agent calls route.String30
    campaignNameName of the campaign through which the call is routedString255
    skillNameName of the skill through which the call is routedString255
    uuiUser to User call informationString500
    callStatusStatus whether customer Answered or Unanswered the callString50
    agentIdAgent Login IDString255
    agentNumberPhone number with which Agent is logged inString20
    callStartTimeTime at which the call has startedTimeHH:MM:SS
    callEndTimeTime at which the call has endedTimeHH:MM:SS
    durationTotal call durationTimeHH:MM:SS
    dispositionDisposition set by customer in ACW(after call work) modeString100
    dispositionDescription
    agentStatusStatus of the AgentString50
    Enable Click2Call
    Enable search for click2call
    DateTime For salesforce call fields
    Salesforce OAuth Client Id
    Salesforce OAuth Client Secret
    Allow Refresh after call log creation or updation
    transferTypeDetermines whether the transfer is done to a skill, campaign, IVR, or to an agent
    transferToShows the agent who has received the call after the transfer
  3. Kapdesk:

    1. KAPDESK_DOMAIN:
  4. SIP Settings:

    1. WebRTC Call Drop sound
  5. Zendesk:

    ParameterDescription
    Create Ticket
    Value of UUI is
    Create Ticket on
    Zendesk Ticket FieldsDescription
    callerId
    callType
    ucid
    monitorUcid
    did
    campaignName
    skillName
    uui
    callStatus
    agentId
    agentNumber
    callStartTime
    callEndTime
    audioFile
    duration
  6. AgileCRM:

    ParameterDescription
    User NameCloudAgent Username
    API KeyAvailable in CloudAgent admin login
    Domain
  7. Alerts:

    ParameterDescription
    Busy Threshold (secs)Alerts if Agent's status is busy time is more than the set threshold time
    ACW Threshold(secs)Alerts if Agent's status is ACW more than the set threshold time
    Queue Threshold(secs)Alerts if calls are in queue more than the set threshold time
    Dialler Pending Data Threshold Count
  8. Email Settings:

    ParameterDescription
    From EmailRecipient's username
    SubjectEmail subject