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 shown may not be available for your account):
ID |
Field Name | Description |
|---|---|---|
A |
Force Dispo Comments | Force adding comments when changing the disposition status |
B |
Hide Phone Number | Hide the phone number in the lead form |
C |
Force Transfer Caller ID | Use a lead's phone number on all campaigns when transferring to a third-party number |
D |
Allow Upload Status/User | Prevents admin from using this feature without asking us first to explain it |
E |
Hide Lead History | Hides Lead Call and Dispo History from Agents |
F |
Force Agent Logout | Forces client to log agent out if paused for set time |
G |
IP Access List | IP Access List |
H |
Layout Size | Size of the fields in layout form |
I |
Default Phone Code | Default value for Phone Code during Campaign creation |
J |
Default Caller ID | Default value for Caller ID during Campaign creation |
K |
Default GMT | Default value for GMT during User and Queue creation (*We Observe Standard Daylight Savings Time) |
L |
Hide Call Attempts | Hide Call Attempts in Agent interface |
M |
Force Continue Recording | Force Continue Recording in Agent interface transfer window |
N |
Remove from Agent? | Remove default NOT READY and LOGOUT statuses from Agent interface |
O |
Delete All Logs After X Days | Delete all call, agent, user logs, etc. after X number of days |
P |
Format of Displayed Dates | Choose which date format will be displayed |
Q |
Remove Callbacks with Final Status | If turned on, when a lead is dispositioned with a Final status, if it had a scheduled Callback, that Callback will be removed and the lead will not be called again. |
R |
Enable Quick Dispositions | If turned on, your agents will see the Quick Dispositions widget which allows them to more quickly disposition calls with less clicks. You will also need to configure which dispositions will display in the widget under Campaigns > Dispositions. |
S |
Area Code or Address Time Zone Conversion | When a new lead comes in we need to determine what timezone they're in. If you select Area Code, we will use their area code to determine the appropriate time zone. If you select Address, we will use the zip code data in the lead information to set the time zone (if you select Address, and the zip code is not there for any given lead, we will use the state; if state is not present, we will use the area code). |
T |
Allow Callbacks for StateTracker Blocked Leads? | If turned on, it will allow callbacks for the leads blocked by StateTracker rules after the maximum number of contact attempts for a lead has been reached. |
U |
Enable CCID Remediation | When turned on, DIDs that are flagged will not be used for calls within ACID lists. The % represents the maximum threshold that will be rested to ensure calls continue to be placed. Additionally, a single phone number per area code will remain unrested to ensure proper call cadences. |
V |
Enable Google SSO Login | When Enabled, allows users to login using an existing Gmail / Google Workspace Account. The email address used must match the user email for the users account. |
W |
SMS | Enable or Disable SMS as a Multi-Factor Authentication Method. |
X |
SSO Client Secret | Single Sign On Client Secret. |
Y |
Token URL | Single Sign On Token URL. |
Z |
Expand Report Restrictions to Assigned Users & Campaigns | When turned on, Admins will only be able to view Call Logs, Recordings, and Lead Manage Page from the assigned users and campaigns within the Admin Data Level under User and Campaign Settings. When turned off, Admins will be able to have access to all users and all campaigns with Call Logs and Recordings. |
AA |
Restrict Access Levels by Default | If enabled, Users with Access restrictions enabled, will not be granted access to new users in Agent Monitor and Report Exports by default. |
BB |
Enable Daily Analysis Limit (Account-Level) | Limits the number of conversations analyzed across this account each day. |
CC |
Max calls to analyze | Limits how many call recordings will be analyzed for this account for Conversation Intelligence (up to 50). Once the limit is reached, additional calls will be skipped. |
DD |
Past Due Grace Window (Minutes) | Defines the number of minutes a callback can remain overdue before it is automatically marked as Past Due. Default: 5 minutes. Range (5–120). |
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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