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Preferences overview

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By default, account Administrators have access to the 'Admin' section where they can configure account-wide settings in the 'Preferences' tab.

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Below you can find an overview of the Preferences with a brief explanation of each one.

Please note that some features will only be available on certain plans.

General Settings

Timezone

Your account's time zone.

Business Hours

Configure your account's opening hours.

Blacklist

Configure a blacklist of phone numbers that you wish to block from contacting you.

 

Routing Settings

Receive Calls in Browser / External Phone / SIP Phone

Configure in which devices your agents will receive Inbound calls.

Number of Agents to Ring

Number of agents to ring at a time when a new call comes in.

Intelligent Reconnect 

Allow callers that were disconnected within the past 5 minutes to have the option to resume their previous conversation.

After Hours IVR

When enabled, your numbers' IVRs will be active during closing hours.

Automatic Away

Force a status change to Away for any agent that fails to take a specified number of calls in sequence. 

Custom Error Message

Setup a text-to-speech message to play in the highly unlikely event of service disruption.

 

Queue Settings

Queue to Voicemail

Allow a customer in queue to request a Voicemail, and set the digit that will trigger this action.

Queue to Callback

Allow a customer in queue to request a Callback, and set the digit that will trigger this action.

Maximum Queue Size

When the specified number is reached, all additional callers will be sent to voicemail.

Forced Queuing

When enabled, your callers will remain in the waiting queue during business hours regardless of agent availability.

Waiting Time Limit

When this limit is reached for a queued call, it will be sent to voicemail or if-no-answer number.

 

Metrics Settings

Service Level Threshold

Calls answered within the chosen threshold will be considered as meeting Service Level.

Filter Short Abandoned Calls

Short calls that abandon before the chosen threshold will not be reported as abandoned.

 

Call Settings

Disposition Codes

Add or edit your Inbound and Outbound disposition codes.

Automatically Close Call Summary Window

The "Call Summary" window will automatically close after the set amount of time.

Inbound/Outbound Call Recording

Enable or disable recording of calls.

Agent-initiated Pause Recording

Allow your agents to pause the recording during a call.

Caller Connection Tone

When enabled, agents will hear a beep when they are connected with the caller.

Public Recordings

When enabled, agents will hear a beep when they are connected with the caller.

Dual Channel Recordings

When enabled, it will generate call recordings in stereo with the agent on one channel and the caller/callee on the other channel.

 

Agent Workflow

Custom Status

Add or edit Agent Status.

Default Agent Status

The status that agents are set to after logging in.

Timeout Inactivity

When an agent is logged in but there is no activity for the amount of time specified, their session will be terminated and they will be logged out of Talkdesk.

Desktop Notifications

When enabled, agents will be notified as they receive a call, even if their browser is minimized.

Outbound Caller ID Selection

"Customized" allows agents to select which Talkdesk number to use for outbound calls and "Automated" makes this process automatic.

Set External Favorites

Configure a list of favorite phone numbers.

Single Sign-On

Allow your agents to log into Talkdesk using your SSO provider.

 

 

Storage Settings

Delete Call and Voicemail Recordings

When enabled, call and voicemail recordings older than the selected period will be periodically removed.

Data Storage Provider

Define where you would like to store call and voicemail recordings.

 

Voicemail Settings

Voicemail Enabled

Configure if voicemail is enabled in your account.

Voicemail Transcriptions

Configure if voicemail transcriptions are enabled in your account.

Maximum Length

Maximum length for voicemail recordings in minutes.

 

Contact Profile

Custom Fields

Additional fields to be displayed on contact's profile.

 

Sentiment Settings

Sentiment Toggle (BETA)

Activate Sentiment, a tool that allows you to collect Customer Satisfaction data through text message surveys and agent assessments of customer Mood.

 

SMS Settings

SMS Toggle (BETA)

If you have Salesforce installed, you can activate your SMS (BETA) service here.

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