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:
- Login to the CloudAgent as an Admin
- Navigate to Admin > Settings > Admin settings
Account Settings
Edit User
This section allows you to modify or update your account profile, including:
- Name
- Username
- Website
- API key
- Phone Number
System Settings
- 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)
- 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 Regular Login for SSO | Enables username/password fallback for SSO |
| Call Disposition Comment Preference | Sets comment requirement (Mandatory/Optional) |
| Show Customer Number from Last N numbers | Controls customer number display length |
Integration Settings
FreshSales Settings
- FreshSales Truncate Caller ID
- Freshsales Search format type:
- International (+91 xxxxxxxxxx)
- National (099xxxxxxxx)
- Telco (operator format)
Freshworks Settings
- Truncate Caller ID
- Ticket Fields:
| Field | Description | Type | Size |
|---|---|---|---|
| callerId | Customer mobile number | String | 255 |
| callType | Call type (Inbound/Manual/etc.) | String | 20 |
| ucid | Unique caller ID | BigInt | 20 |
| monitorUcid | Transfer call ID | BigInt | 20 |
| did | DID number | String | 30 |
| campaignName | Campaign route | String | 255 |
| skillName | Skill route | String | 255 |
| uui | User to User info | String | 500 |
| callStatus | Call answer status | String | 50 |
| agentId | Agent Login ID | String | 255 |
| agentNumber | Agent phone number | String | 20 |
| callStartTime | Call start time | Time | HH:MM:SS |
| callEndTime | Call end time | Time | HH:MM:SS |
| audioFile | Recording file link | String | URL |
| duration | Call duration | Time | HH:MM:SS |
| disposition | ACW disposition | String | 100 |
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
Updated 10 days ago