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.