Settings

Global contact center service settings

Navigate to Administration | Settings

General

Setting	Description
Timezone	Default Timezone for all users
Grant Permissions to Remote Media	Enables queues and IVRs
Grant Permissions to Local Media	Enables recording and sentiment.
Grant Permissions to the Teams Config Api	Enables creation of Teams resource accounts.

User Management

Setting	Description
Allow Users to register to the system	If this is disabled, users can only be added by the admin.
New registered users are active by default	If this is disabled, new users will not be active (and can not login) until admin manually activates the account.
Use Security image question (captcha) on registration
Cookie consent enabled
Email confirmation required for login

Security

Setting	Description
Password Complexity	Options to configure password policy
User Lock Out	Options to configure user lockout on failed login attempts

Invoice Information

Setting	Description
Legal Name	N/A
Address	N/A
Tax/VatNo	N/A

External Services

Setting	Description
Microsoft Azure Cognitive Services	See Microsoft Azure Cognitive Services
Recording Storage Location	See External Recording Storage
Teams API Service Account	See Teams API Service Account
Presence API	See Presence API Service Account

Other Settings

Setting	Description
Hide bot on a call's participant list	When this setting is enabled, an agent answering a queue call will not see the queue bot as a participant in the call.
Allow agents to receive queue calls while connected to a direct recorded call	When this setting is enabled, recorded direct calls (direct inbound/outbound PSTN calls, peer to peer Teams calls, Teams meetings) will not affect queue call routing. In other words, queue calls will still route to agents that are connected to direct calls that are being recorded. Known limitations: 1. If a queue call is answered when connected to a direct call, the agent panel will not update with the queue call information. 2. Queues with Toast alert method will not display the alert in the agent panel.
Disable Short Missed Alerts	Short Missed Alerts are interactions that are missed after alerting an agent for less than the configured queue Alert Timeout. These alerts are excluded from missed alert calculations in summary reports. Enabling this setting will mark all alerts as missed regardless of how long the agent was alerted.