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

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)
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.

Role	Description
ROLE_USER	This 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_OUTBOUND	This role gives access to Outbound Dialer campaigns ( preview, progressive, IVR)
ROLE_BARGEIN	This enables the barge-in feature for admins/supervisors in the live dashboards ( all real-time dashboards you get in dashboard login )
ROLE_HOLD	This enables the Hold button for an agent in the toolbar.
ROLE_CONFERENCE	This enables the Conference button for an agent in the toolbar.
ROLE_MUTE	This enables the Mute button for an agent in the toolbar.
ROLE_DIRECTROUTING	Direct routing functionality
ROLE_CONSLTHOLDTRFR	This enables warm transfer button for agent in the toolbar.
ROLE_RATING	This 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_ALERTS	It enables the desktop alerts for Admin
ROLE_EMAIL_CAMPAIGN	Enables email campaigns for an account
ROLE_CALLBACKS	It enables callback / scheduling a callback for agents in the agent toolbar - disposition window
ROLE_SUBADMIN	Enables a tenant with sub admin user creation
ROLE_REP_MISSEDCALL	Enables MissedCall Report
ROLE_SMS	Enables SMS feature in Agent toolbar
ROLE_EMAIL_ALERTS	Enables Email Alerts for admin & supervisors
ROLE_BLENDED	This role gives Blended mode for agents in the toolbar
ROLE_SKILLDROPACTION	If 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_CALHIST	This role enables Agent call history tab in the agent toolbar.
ROLE_HOME_DASHBOARD	It enables a home dashboard for admin . This is the same graphical dashboard you will see under the dashboards dropdown.
ROLE_SIP	This role enables SIP option in Barge in window.
ROLE_CAMP_PRIORITY	For outbound campaign priorities - In outbound campaigns, you can set priority about which campaign data gets higher prirority to dial.
ROLE_DND_CHECK	This role is relevant for India. To be ignored
ROLE_CHAT	This role enables the chat feature for a tenant.
ROLE_RTC	It enables webrtc for customers. This role can be ignored for US customers as it is given by default.
ROLE_IVRDESIGNER_ALL	It enables complete access to IVR designer and its features. This works in combination with the IVR module.
ROLE_MARKETING	Not Applicable for US
ROLE_CALLPREFIX	This 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_PREDICTIVE	It enables the predictive dialer feature for a tenant /account
ROLE_HELP	It gives the help icon on admin / dashboards etc for users to access help documents online.
ROLE_CAMPAIGNSUB	While 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_IVRTRANSFER	This 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_CAMPAIGN	Callback 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_SALESFORCE	For customers who need salesforce integration, this role will be needed.
ROLE_FBCHAT	Role for Facebook chat integration.
ROLE_TWITTER	Role for Twitter Chat Integration.
ROLE_AGENTBULKUPLOAD	Role for Agent Bulk Creation feature. This enables bulk upload of agent profiles from excel sheet in admin > configurations > Agents page
ROLE_AGENTBULKUPLOAD	Role for Agent Bulk Creation feature. This enables bulk upload of agent profiles from excel sheet in admin > configurations > Agents page
ROLE_ACTIVITYSTREAM	This role enables real time alerts in dashboards for the supervisors monitoring dashboards.
ROLE_RETRYRULES	In automated dialers, you can set retries. If you want to setup advanced retry rules engine, this role provides that.
ROLE_SKILL_CHOLDTRFR	This 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_ENCRYPT	Password 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_BROA	This 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_RECORDING	Once 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_AMD	Role for Automatic Machine Detection feature which works with auto dialers. This feature has an additional cost per minute
ROLE_CAMPAIGNHOLDMUSIC	Role To assign and create custom Hold Music For the Campaign.
ROLE_DNC_REGULATION	Role 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_SENTIMENT	This role enables Sentiment analysis for a tenant. This feature will be at an additional cost .
ROLE_TRANSFER_RECORD	Role for Enable/Disable call recording on transfer call. This role gives agents a checkbox to disable audio recording before transferring a call.
ROLE_CALL_RECORDING	Role for Audio Record Enable or Disable
ROLE_CDR_CRT	Role for showing Customer Ring Time in CDR for outbound calls
ROLE_CDR_DUMP	Role for generating CDR Dump Report. Dump report gives multiple records for each call ( like queue, agent dial are separate records)
ROLE_DIDMasking	This 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_LOCATION	Usually, 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_USER	Role for copying IVR Flow from one Account to another Account
ROLE_SMS_CHAT	Role for Sms chat integration, it enables inbound sms to be accepted by agents and reply back to customers
ROLE_INTERNAL	Not Applicable for US
ROLE_AGENT_ONCALL	This 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_MASKING	Role 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_CHAT	Role for Whatsapp chat integration
ROLE_AGENT_AUTH	Role for Role-Based Agent Authentication
ROLE_A2A_CALLING	Role 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

Parameter	Description
EMAIL_ALERTS	Enabling this option will trigger email alerts for administrators.
Callback hit tries	Callback hit attempts to establish connections when sending 'Call details' back to the CRM. This helps in cases where call records fail to transmit due to network issues.
Authentication Token for Plugin	This is used for ZOHO integration.
Send Callback immediately	This function enables the instant sending of 'call details' without including the 'Disposition'. Otherwise, there will be a delay of up to 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.
Agent Login limit check	Sets the maximum number of agents allowed to log in based on the total number of agents available in your account.
PRI threshold Percentage	Based on the percentage given the PRI report will be generated accordingly
Allow agent toolbar refresh	Allows the agent to refresh the toolbar.
Custom Recording URL	The customer can give his customized URL to push the recordings.
Play Ring on Transfer or Conference	This option gives a response that the call has been transferred.
Machine detection check	This enables AMD detection to work on Autodialers (PROGRESSIVE/PREDICTIVE CAMPAIGNS)
BargeIn Type	There are 2 types of BargeIn  SIP = Automatically call will get barged in through Webrtc Normal = Admin has to enter a number manually to BargeIn
Contact Manager Field Count	This setting determines the maximum number of fields that can be added to the contact manager.
Authorise data access	The customer should enable this option to access the data.
Play disclaimer on manual call	When making manual calls, a pre-defined disclaimer audio will be played. Provide the URL of the audio file to be used.
WhatsApp DIDs	In this setting, add the list of WhatsApp DIDs for your account.
Agent Creation Limit	This setting restricts the number of agents that can be created for the account. Input the desired numerical value for the agent creation limit.
Allowed IPs for APIs	This 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.
Sub User Creation Limit	This 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 Limit	This 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 Agent	This 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.
Dynamic DID for Campaign	Enable this setting, then only the dynamic DID feature works for your account.
Exception Calls Allowed per Agent	Specify the maximum number of consecutive unanswered calls per agent. If an agent misses this set number of consecutive calls, their status changes to "EXCEPTION," reflecting the same status on the dashboard.
Outbound Dialing rule On	None: Choose this option if you wish to deactivate the maximum outbound dialing limit for a number within your account. Account: Select this option to enable the maximum dialing limit for a number across your entire account. Campaign: Activates the maximum daily dialing limit for a number at the campaign level. For more details on how the dialing limit works, refer to the Rules Management article.
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.
Reporting CDR date range to 60 days	This option enables the customer to filter CDR for 60 days (by default it is 30 days).
Allow Regular Login for SSO	If Single Sign-On (SSO) encounters any issues, the system permits regular login using a username and password as an alternative.
Call Disposition Comment Preference	This 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.

Integration Settings

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

FreshSales:
1. FreshSales Truncate Caller ID:
Freshworks:
1. Truncate Caller ID:
FreshWorks Ticket Fields:

Parameter	Description	Return Type	Size
callerId	Customer mobile number mapped by phone field	String	255
callType	Call type whether it is an Inbound, Manual, Preview, Progressive, etc.,	String	20
ucid	Unique caller ID used for monitoring call details	BigInt	20
monitorUcid	Unique caller ID used for monitoring transfer call details	BigInt	20
did	DID is a predefined number in campaign through which Agent calls route.	String	30
campaignName	Name of the campaign through which the call is routed	String	255
skillName	Name of the skill through which the call is routed	String	255
uui	User to User call information	String	500
callStatus	Status whether customer Answered or Unanswered the call	String	50
agentId	Agent Login ID	String	255
agentNumber	Phone number with which Agent is logged in	String	20
callStartTime	Time at which the call has started	Time	HH:MM:SS
callEndTime	Time at which the call has ended	Time	HH:MM:SS
audioFile	Recording file link of that particular call	String	http://recordings.xx x/xxx/xxx.mp3
duration	Duration of that particular call	Time	HH:MM:SS
disposition	Disposition set by customer in ACW(after call work) mode	String	100
dispositionDescription

SalesForce:

Parameter Description
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

Parameter	Description
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

SalesForce Task Fields:

Paramater	Description	Return Type	Size
callerId	Customer Phone number	String	255
ucid	Unique caller ID used for monitoring call details	BigInt	20
monitorUcid	Unique caller ID used for monitoring call details	BigInt	20
did	DID is a predefined number in campaign through which Agent calls route.	String	30
campaignName	Name of the campaign through which the call is routed	String	255
skillName	Name of the skill through which the call is routed	String	255
uui	User to User call information	String	500
callStatus	Status whether customer Answered or Unanswered the call	String	50
agentId	Agent Login ID	String	255
agentNumber	Phone number with which Agent is logged in	String	20
callStartTime	Time at which the call has started	Time	HH:MM:SS
callEndTime	Time at which the call has ended	Time	HH:MM:SS
duration	Total call duration	Time	HH:MM:SS
disposition	Disposition set by customer in ACW(after call work) mode	String	100
dispositionDescription
agentStatus	Status of the Agent	String	50
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
transferType	Determines whether the transfer is done to a skill, campaign, IVR, or to an agent
transferTo	Shows the agent who has received the call after the transfer

Kapdesk:
1. KAPDESK_DOMAIN:
SIP Settings:
1. WebRTC Call Drop sound
Zendesk:

Parameter Description
Create Ticket
Value of UUI is
Create Ticket on

Zendesk Ticket Fields Description
callerId
callType
ucid
monitorUcid
did
campaignName
skillName
uui
callStatus
agentId
agentNumber
callStartTime
callEndTime
audioFile
duration
AgileCRM:

Parameter Description
User Name CloudAgent Username
API Key Available in CloudAgent admin login
Domain

Parameter	Description
Create Ticket
Value of UUI is
Create Ticket on

Zendesk Ticket Fields	Description
callerId
callType
ucid
monitorUcid
did
campaignName
skillName
uui
callStatus
agentId
agentNumber
callStartTime
callEndTime
audioFile
duration

Parameter	Description
User Name	CloudAgent Username
API Key	Available in CloudAgent admin login
Domain

Alerts:

Parameter	Description
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

Email Settings:

Parameter Description
From Email Recipient's username
Subject Email subject