System-level Configurations-Limitations
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 |