Support Dashboard: Global Settings - Preferences

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Timezone

The Talkdesk Instance default timezone, which is a per instance setting. This settings is configurable in Talkdesk Workspace

 

Default prefix

The default prefix outbound calls will leverage, which is a per instance setting. This settings is configurable in Talkdesk Workspace

 

Ring groups

Add Ring Groups

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Pops-up a window enabling uploading a a ring group file. The file MUST follow this template but, obviously, be modified to the customer's desired setup.

yalm file: 

ring_groups:- ringgroup1- ringgroup2- ringgroup3- ringgroup4

 

Remove Ring Groups

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By design, the operation in the support dashboard to remove ring groups from a Talkdesk Instance works with the assumption that the customer has already removed all for the ring groups association, i.e., that the ring groups to be removed have no association with:

  • Agents via Admin :: Agents (active and deactivated)
  • Numbers via Admin :: Numbers configuration, including Studio flows using these numbers
  • Teams via Admin :: Teams configuration

Feature flag

List the Talkdesk Instances feature flag and their status

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Support access

Support access ENABLE is the default value for a new Talkdesk Express, i.e. enables Impersonation to happen as an instance wide setting. This settings is configurable in Talkdesk Workspace.

 

Recording retention period

Recording retention period is the time Talkdesk will keep the Talkdesk Instance’s call recording. This settings is configurable in Talkdesk Workspace

 

Recording custom storage

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Dual channel recordings

Recording will capture both channels, i.e. the caller and the agent, which is a per instance setting. This settings is configurable in Talkdesk Workspace

 

Hold music

The ability for music to be played to the caller when on hold, which is a per instance setting. This settings is configurable in Talkdesk Workspace

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