Overview
The Global Settings page allows Admins to configure the default values for many features across the Account.
The Timezone and Caller ID settings on this page impact many of the Account's General Settings. Some of these settings will also control your Agent's experience in their Interface as well.
These Settings carry over into various Convoso's features and can only be controlled from this page.
Contents
Before You Begin
This article walks through the various settings on the Global Settings tab.
- See In-App System Notifications to learn more about the Notifications tab.
- See Configure API Settings to learn more about the API Settings tab.
Configuring Global Settings
1.) Click the Account main menu.
2.) Click the Global Settings menu option.
The Global Settings page will open on the Global Settings tab.
Global Settings Tab
- You can see In-App System Notifications if you want to learn about the Notification Settings tab.
3.) Configure the Global Settings as needed (some settings may not be available for your account):
| Setting Name | Description | |
|---|---|---|
A |
Force Dispo Comments | Forces agents to add comments when changing a Lead’s Disposition status. |
B |
Hide Phone Number | Hides the phone number in the Lead form within the Agent Interface. |
C |
Force Transfer Caller ID | Uses the Lead’s phone number on all Campaigns when transferring to a third-party number. |
D |
Allow Upload Status/User | Allows uploading a Lead List with the original Status and the User who handled the call. This feature should not be used without prior explanation/approval. |
E |
Hide Lead History | Hides the Lead’s call and disposition history from the Agent. |
F |
Force Agent Logout | Forces an Agent to be logged out of the system after a specified amount of time. |
G |
IP Access List | Restricts account access to only the IP addresses listed. |
H |
Layout Size | Controls the size of fields in the Layout Form based on percentage selections. |
I |
Default Phone Code | Sets the default Country Code during Campaign creation. |
J |
Default Caller ID | Sets the default Caller ID during Campaign creation (Convoso DIDs only). |
K |
Default GMT | Sets the default GMT during User and Queue creation. |
L |
Hide Call Attempts | Hides Call Attempts in the Agent Interface. |
M |
Force Continue Recording | Determines whether Force Continue Recording is enabled in the Agent Interface transfer window. |
N |
Remove from Agent? | Allows removal of default NOT READY and/or LOGOUT statuses from the Agent Interface, or leaves defaults unchanged. |
| Setting Name | Description | |
|---|---|---|
O |
Delete All Logs After X Days | Allows you to choose how long logs are retained on the account before deletion. The selected duration applies to all log types. |
P |
Format of Displayed Dates | Defines the format used for all dates displayed across the account. |
Q |
Remove Callbacks with Final Status | When enabled, any scheduled callbacks are removed once a Lead is dispositioned with a Final Status, and the Lead will not be called again. |
R |
Enable Quick Dispositions | Allows Agents to disposition calls more quickly by assigning dispositions to End the Call or Blind Transfer to a predefined number. Enabled by default for new accounts. Custom dispositions are configured under Campaign Dispositions. |
S |
Area Code or State Time Zone Conversion | Uses the Lead’s State or Area Code to determine the Lead’s timezone. |
T |
Allow Callbacks for StateTracker Blocked Leads? | When enabled, Agents can call Leads blocked by StateTracker rules after the maximum number of contact attempts has been reached. |
U |
Enable CCID Remediation | Prevents flagged DIDs from being used for calls within ACID lists. The percentage represents the maximum threshold of rested numbers while ensuring calls continue. One phone number per area code remains unrested to maintain call cadence. |
V |
Allow Bypass of Keeping 1 DID Active per Area Code | When enabled, area codes within ACID lists that have fully rested numbers will use ACID list calculations, which may result in calls using a random phone number from the ACID list. |
W |
Allow Trusted Devices | Allows Agents to mark a device as a trusted (known) device for a set number of days, bypassing multi-factor authentication during that period. |
X |
Expand Report Restrictions to Assigned Users & Campaigns | Restricts Admin access to Call Logs and Recordings to only assigned Users and Campaigns when enabled. When disabled, Admins can access all Users and Campaigns. |
Y |
Restrict Agent Monitor User Access Level by Default | When enabled, users with Agent Monitor access restrictions will not automatically gain access to newly created users by default. |
4.) Click the blue Apply Changes button to save your Settings.
Security Tab
The Security tab contains settings for Multi-Factor Authentication via email.
There are two settings on the Security tab:
-
Email
A On/Off Toggle. Click the toggle to On to have the authentication login process send emails to users to confirm their login. -
Allow Trusted Decide for Email
Click the drop-down to select a number of days for which a device a user is using can be remembered, which means the user will not have to re-authenticate their login for however many days are selected.- After the selected number of days has passed the user will have to go through the email authentication login process again.
See more: Multi-factor Authentication
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