Last updated on Apr 6
2 min read
Do Not allow calls outside business hours: This feature blocks outgoing calls outside of designated business hours.
Caller ID: Displays the provided phone number to the recipient.
Dial Access List: Allows you to select a pre-defined list of countries that are permitted for outgoing calls.
Dial Plan: Based on your selection, this feature adjusts the country code for dialed phone numbers. It can also inherit a Dial Plan at the team level.
Enable agents to pause call recordings: When this checkbox is selected, agents can pause call recordings directly from the dock.
Recording Ruleset: You can now set different recording rules for different users or destinations.
Source: Use this field to select a specific country or choose "any" to allow calls from any location.
Destination: Use this field to select a specific individual to receive the call.
Action: The following call recording options are supported:
Agent + Contact: This option records calls for both the agent and the customer.
Agent Only: This option records calls only for the agent making the call.
Contact Only: This option records calls only for the customer on the call.
Off: This is the default setting and disables call recording options.
Hold Music: Enables to set hold music is played when the customer is put on hold by the agent.
After call work (ACW): Sets ideal duration for a team member to select tags and take notes post call.
CSAT: If enabled, a CSAT response is recorded post call.