Admin Settings

Admin Settings Documentation

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:

  1. Login to the CloudAgent as an Admin
  2. Navigate to Admin > Settings > Admin settings
Admin Settings Navigation

Account Settings

Edit User

This section allows you to modify or update your account profile, including:

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

System Settings

  1. Display CRM options:
    • Embed: Shows the Screen Pop inside a frame on the same page
    • Pop-up: Opens the Screen Pop in a new window
    • Open in New Tab: 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

General Settings

This section provides administrators with control and management capabilities for their account. Below are the detailed settings:

Setting

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

Authentication Token for Plugin

Used for ZOHO integration

Send Callback immediately

Enables instant sending of 'call details' without 'Disposition'

Sync toolbar if reconnection occurs

Helps restore agent status after internet reconnection

Agent Login limit check

Sets maximum number of concurrent agent logins

PRI threshold Percentage

Determines PRI report generation threshold

Allow agent toolbar refresh

Enables agent toolbar refresh capability

Custom Recording URL

Allows custom URL for recording storage

Play Ring on Transfer or Conference

Provides audio feedback for call transfers

Machine detection check

Enables AMD detection for Autodialers

BargeIn Type

Options: SIP (automatic WebRTC) or Normal (manual number entry)

Contact Manager Field Count

Sets maximum fields in contact manager

Authorise data access

Controls data access permissions

Play disclaimer on manual call

Plays pre-defined disclaimer audio on manual calls

WhatsApp DIDs

List of WhatsApp DIDs for the account

Agent Creation Limit

Restricts number of creatable agents

Allowed IPs for APIs

Whitelist of IPs allowed to access CloudAgent APIs

Sub User Creation Limit

Controls sub-admin creation (-1 for unlimited)

Phone Number Creation Limit

Restricts offline agent numbers

Allow internal Calling for Agent

Enables agent-to-agent calls

Dynamic DID for Campaign

Enables dynamic DID functionality

Exception Calls Allowed per Agent

Sets consecutive unanswered calls limit

Outbound Dialing rule On

Controls dialing limits (None/Account/Campaign)

Max outbound dialing count

Sets maximum outbound attempts per number

Reporting CDR date range to 60 days

Extends CDR filtering range

Allow Agent Regular Login for SSO

This is to restrict password login for agents.

  • If enabled, agents can log in with the password and SSO.

  • If disabled, agents have to log in through SSO only.

Call Disposition Comment Preference

Sets comment requirement (Mandatory/Optional)

Show Customer Number from Last N numbers

Controls customer number display length

Mask number for Admin

If enabled, customer numbers will be masked for admins across reports, dashboards, and configuration modules.

Chat Outbound Dialing Rule

You can now restrict the number of SMS + WhatsApp messages sent to a single customer per day.

  1. None → No restriction

  2. Account Level → Limit applies across all campaigns of the account.

    a) Admin Setting Chat Max Outbound Dialing Count, sets daily limit.

  3. Campaign Level → Limit applies per campaign.

    b) Campaign setting Daily Outbound Limit per Number, sets the daily limit.

Integration Settings

FreshSales Settings

  1. FreshSales Truncate Caller ID
  2. Freshsales Search format type:
    • International (+91 xxxxxxxxxx)
    • National (099xxxxxxxx)
    • Telco (operator format)

Freshworks Settings

  1. Truncate Caller ID
  2. Ticket Fields:
FieldDescriptionTypeSize
callerIdCustomer mobile numberString255
callTypeCall type (Inbound/Manual/etc.)String20
ucidUnique caller IDBigInt20
monitorUcidTransfer call IDBigInt20
didDID numberString30
campaignNameCampaign routeString255
skillNameSkill routeString255
uuiUser to User infoString500
callStatusCall answer statusString50
agentIdAgent Login IDString255
agentNumberAgent phone numberString20
callStartTimeCall start timeTimeHH:MM:SS
callEndTimeCall end timeTimeHH:MM:SS
audioFileRecording file linkStringURL
durationCall durationTimeHH:MM:SS
dispositionACW dispositionString100

Other Integrations

The document includes settings for:

  • SalesForce
  • Kapdesk
  • SIP Settings
  • Zendesk
  • Dynamics365
  • AgileCRM
  • Hubspot

Alerts Configuration

Admins can set thresholds for:

  • Busy Threshold (secs)
  • ACW Threshold (secs)
  • Queue Threshold (secs)
  • Dialler Pending Data Threshold Count
  • Busy Threshold for Chat
  • Hold Threshold for Calls

Threshold Values:

  • Set to -1 to disable notifications
  • Any other value sets the time limit in seconds