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

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

Integration Settings

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

1. FreshSales:

   1. FreshSales Truncate Caller ID:
   2. Freshsales Search format type: This setting allows you to choose the format for phone numbers in the CRM. By default, the format is set to -1, meaning no specific format is applied. You can select from the following options: International, National, or Telco.
      1. International - Example: +91 xxxxxxxxxx
      2. National - Example: 099xxxxxxxx
      3. Telco - whatever number format is passed by the Telecom operator to the system.

2. Freshworks:

   1. Truncate Caller ID:

3. FreshWorks Ticket Fields:

4. 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

5. 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

6. Kapdesk:

   1. KAPDESK_DOMAIN:

7. SIP Settings:

   1. WebRTC Call Drop sound

8. 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
   Zendesk Search format type	You can choose the format for phone numbers in the CRM. The default value is set to -1, meaning no specific format is applied. You can select from the following options: International, National, or Telco.

9. Dynamics365

   1. Dynamics 365 Search format type: You can choose the format for phone numbers in the CRM. The default value is set to -1, meaning no specific format is applied. You can select from the following options: International, National, or Telco.

10. AgileCRM:

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

11. 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

12. Email Settings:

    Parameter	Description
    From Email	Recipient's username
    Subject	Email subject