All configurations listed below are managed at the system level and currently apply to all tenants. Tenant-specific customization is not available for these settings.
|
Module/Area |
Configuration |
Scope/Notes |
|---|---|---|
|
General |
Voice |
Enabled/disabled for the complete solution |
|
|
WebRTC Video |
Enabled/disabled for the complete solution |
|
|
Spell Checker |
Enabled/disabled for the complete solution |
|
|
Wrap-up Time & Enable/Disable Wrap-up |
For the complete solution |
|
|
2FA (Two-Factor Authentication) |
Enabled/disabled for the complete solution |
|
|
Last Agent Routing |
For the complete solution |
|
|
Queue Priority |
Enabled/disabled for the complete solution |
|
Agent Desk |
Voice MRD (ID) |
Same across the CX solution |
|
|
PBX Extension Password |
Static across the CX solution |
|
|
Voice Events for CRM Integration |
Enabled/disabled for the complete solution |
|
|
WebRTC Video |
Enabled/disabled for the complete solution |
|
|
WebRTC Service Identifier |
Same across the CX solution |
|
|
CX Events for CRM Integration |
Enabled/disabled for the complete solution |
|
|
Spell Checker |
Enabled/disabled for the complete solution |
|
Agent Manager |
Wrap-up Time & Enable/Disable Wrap-up |
For the complete solution |
|
|
2FA |
Enabled/disabled for the complete solution |
|
Bot Framework |
Bot Suggestions Count |
Static for the complete solution |
|
|
Rasa Auth Token |
Static for the complete solution |
|
|
Events to Bot |
Enabled/disabled for the complete solution |
|
Conversation Manager |
Wrap-up Time & Enable/Disable Wrap-up |
For the complete solution |
|
|
Agent Username or Keycloak ID Processing |
For the complete solution |
|
|
System Events Processing |
Enabled/disabled for the complete solution |
|
|
Last Agent Routing (Landing call on previous agent) |
Enabled/disabled for the complete solution |
|
Conversation Monitor |
Wrap-up Enable/Disable |
For the complete solution |
|
|
Agent Username or Keycloak ID Processing |
For the complete solution |
|
Customer Widget |
Channel Identifier |
Static across the CX solution |
|
|
Custom Logo |
Enabled/disabled across the CX solution |
|
|
Additional Panel Display |
Enabled/disabled across the CX solution |
|
|
Agent’s Username Display |
Enabled/disabled across the CX solution |
|
|
Muting Notifications |
Enabled/disabled across the CX solution |
|
|
Video Call |
Enabled/disabled across the CX solution |
|
|
Video & Audio Call Icons |
Enabled/disabled across the CX solution |
|
|
System Notifications Visibility |
Enabled/disabled across the CX solution |
|
|
Session Resumption on New Tab |
Enabled/disabled across the CX solution |
|
Routing Engine |
Priority Queue |
Enabled/disabled across the CX solution |
|
|
Agent State Synchronization with MRD States |
Across the CX solution |
|
Unified Admin |
Review of Agent Chats for QM |
Enabled/disabled across the CX solution |
|
|
License Expiry Warning Days |
Static across the CX solution |
|
|
AI Evaluator |
Static across the CX solution |
|
Business Calendar |
Days for Recurrent Event Creation |
Static across the CX solution |