Admin Settings
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
- Website
- API key
- Phone Number
System Settings
- Display CRM in
- Embed: This shows the Screen Pop inside a frame on the same page.
- Pop-up: This opens the Screen Pop in a new window.
- 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
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. |
| Show Customer Number from Last N numbers | This setting allows you to hide the customer number on the agent toolbar. If you set the value to 4, only the last four digits of the customer number will be displayed to the agent. |
Integration Settings
Here are the settings for each integration along with their descriptions.
-
FreshSales:
- FreshSales Truncate Caller ID:
- 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.
- International - Example: +91 xxxxxxxxxx
- National - Example: 099xxxxxxxx
- Telco - whatever number format is passed by the Telecom operator to the system.
-
Freshworks:
- 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 | |||
| Create Freshdesk Ticket On | New Call / Agent Answered | ||
| Freshworks Search format type | You can choose the format for phone numbers in the CRM. Default value is set to -1, meaning no specific format is applied. You can select from the following options: International, National, or Telco. |
-
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 -
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:
- KAPDESK_DOMAIN:
-
SIP Settings:
- 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 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. -
Dynamics365
- 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.
-
AgileCRM:
Parameter Description User Name CloudAgent Username API Key Available in CloudAgent admin login Domain -
Hubspot:
Parameter Description callerId callType monitorUcid did campaignName skillName uui callStatus agentId agentNumber callStartTime callEndTime audioFile duration disposition dispositionDescription agentStatus customerStatus callBackTime transferType transferTo -
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
Misecellaneous
Alerts
Admins and sub-admins can configure notifications for agent statuses by setting a threshold time for the following agent states.
- Busy Threshold (secs)
- ACW Threshold(secs)
- Queue Threshold(secs)
- Dialler Pending Data Threshold Count
- Busy Threshold for Chat
- Hold Threshold for Calls
Configuration Details:
- Value -1: Disables the notification for that status.
- Any other value: Enter the threshold time in seconds. When the time limit is reached, admins/sub-admins will receive a notification.
This allows for proactive monitoring of agent statuses based on the configured requirements.
Updated 4 days ago