Configuring general settings

Configure the general settings applied to all users.

1. Log in to your Voximplant Kit account.
2. On the left sidebar, click Settings > General. The General window opens.
3. Go to the Call permissions tab.
4. Enable the Outbound calls switch to allow all users to perform outbound calls.
5. From the Caller ID drop-down list, select the default phone number to be used for outbound calls.
6. Enable the Agents can change caller ID for outbound calls via softphone switch if you want to allow agents to select an alternative caller id for making external outbound calls using the softphone.
7. Enable the Outbound call recording switch to record outbound calls to customers.
8. Select the storage period from the drop-down list. This is the period when outbound call recordings are available in the call history section.
9. If you want to inform a customer that their call is being recorded, select the notification type from the drop-down list. Depending on the type of the notification (audio or text-to-speech), do the following:

10. Enable the Internal call recording switch to record internal conversations of your agents.
11. Select the storage period during which internal call recordings are available in the call history section.

12. Enable the Hold notifications switch so that your contact center agents receive reminders that a customer is on hold after a certain period of time and set this time is seconds. When the switch is disabled, your contact center agents do not receive any hold notifications. You can also configure hold notifications individually for a queue in the queue settings.
13. If you want the system to play an audio record while a customer is on hold, enable the Audio record on hold switch. After you activate it, upload an audio file or select an existing record from the drop-down list.
14. Click Save changes.

1. Go to the Contact details tab.
2. Enable the switch if you want to retrieve data from a third-party source and integrate it into the agents’ workspace without having to store it on your server.
3. Optionally, set up a sample URL using variables from the call and/or customer data as follows:

4. Click Save changes.

1. Go to the Dialing settings tab.
2. Define the Max. waiting time applied to all users. This value is the maximum time that a customer must wait to be connected to the contact center.
3. Enable the Audio recording on dialing switch if you want the system to play an audio recording while customers are dialing all users/groups/queues.
4. You can select an audio recording from the existing Audio Library or upload your own .mp3 file.
5. Play the recording to make sure this is the one you need.
6. In addition, you can enable or disable the Audio recording on dialing setting for all groups and/or queues. If enabled, select or upload an audio file to play to customers while dialing queues/groups.
7. Click Save changes.

The agent's status is used to determine whether an agent can make and receive calls. It has a direct impact on call routing and load distribution in your contact center.

By default, Voximplant Kit offers you six system statuses that are automatically assigned to agents. They are always enabled for users. You can neither delete nor deactivate them. The display order of system statuses cannot be changed.

Additionally, there are two system statuses that agents can manually assign to themselves. The only difference from the auto-assigned statuses is that you can change their display order.

You can personalize system statuses as follows:

1. Go to the Statuses tab.
2. Click the Edit icon.
3. Change the Status name, if required. Note that after renaming a status, all its historical statistics will be displayed with the updated status name.

4. If you need, you can also add, change, or delete the description of a system status.
5. Click Save.

In addition to system statuses, you can define custom agent statuses, like break, lunch, meeting, etc. This makes it simple for your teams to be on the same page and helps you gain visibility into each agent's activity.

To add a custom agent status:

1. On the Statuses tab, click Add.
2. Enter the Status name.
3. Enter additional information for the status in the Description field.
4. Every custom status you add is active by default, and all users can see and select it. To deactivate a status, disable the Active status switch.

5. Click Add status.
6. If required, drag and drop custom statuses to change the order they display for agents.
7. To delete a custom status, click the Delete icon.