By default, account Administrators have access to the Channels app that, when installed, is accessible from within the Admin app. There, they can configure account-wide settings specific to each Channel being used on their account.
When the Voice Channel is selected, the Admin will have access to multiple tabs corresponding to different sets of settings related to Voice that can be configured account-wide:
- Settings - See below the details of each setting.
- Recordings - Configure how calls are recorded.
- Text-to-Speech voices.
On the Settings tab [1], the Admin can configure outgoing calls setting and call generic settings.
Outgoing calls settings
Use a Studio call flow for manual outgoing calls - When enabled, all manual outgoing calls from Conversations app will trigger the selected Outgoing call flow when the contact person answers the call. While the flow is being executed, the agent that placed the call will remain in line, hearing a waiting tone until the flow ends.
Outgoing call flow - If Outgoing call flows are created and published in Studio, Admin can select here the one that will be triggered for all manual outgoing calls using the Conversations app.
Call generic settings
When a user drops a conference - This setting allows Admins to configure what happens if an Agent drops from the conference unexpectedly either: End the call for everyone or Leave the Conference, allowing the remaining participants to continue.
Caller connection tone - When enabled, this feature plays a "beep" sound to the agent to indicate the call is now connected to the caller. Sometimes, the agent can be connected while a greeting is still playing (e.g. available agents greeting, etc) which can result in an awkward introduction to the caller. With this feature, agents can confidently know when they can start talking. This setting was migrated from Preferences.
Transfer caller ID configuration - Previously called Customer Caller ID Enabled in Preferences, this setting has been moved to Call Generic Settings. It retains the same functionality but now offers an improved interface, allowing admins to select which Caller ID to use when an agent transfers a call in Conversations—either to the Touchpoint or the Contact Number.