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Configuring general settings

Configure the general settings applied to all users.


Group settings take precedence over general settings.

See Available Roles


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Defining call permissions

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  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:
  • For the audio record type, upload an audio file or select an existing record from the drop-down list.

  • For the text-to-speech type, configure the synth language, voice, and spoken text.

  • You can also choose not to notify a customer.


In some countries, you are compelled by law to inform the other party that you are recording the call.

See Available Roles
  1. Enable the Internal call recording switch to record internal conversations of your agents.
  2. Select the storage period during which internal call recordings are available in the call history section.
General settings
  1. 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.
  2. 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.
  3. Click Save changes.

Getting contact information

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  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:
  • Standard variables stored in the CALL object: {{CALL.variable}}

  • Standard variables stored in the AGENT object: {{AGENT.variable}}

  • Variables from a scenario: {{VARIABLES.variable}}

  1. Click Save changes.
Contact details

Defining dialing settings

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  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.
Dialing settings

Managing agent statuses

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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.

  • Ready - Indicates that the agent is logged in to the account and is available to make/receive calls. This status is automatically assigned to the agent when they enable the Receive new switch. Ready agents can receive calls from queues and process chats from channels attached to queues.

  • Dialing - Indicates that a call is assigned to the agent. The agent remains in this status until they answer the call, the call is ended by the customer, or assigned to another agent. This status is followed by in service or banned statuses.

  • In service - Indicates that the agent is currently attending a customer call.

  • After service - Indicates that the agent is performing post-call activities, such as adding notes/tags. Once a customer ends a call, the agent status automatically changes to after service until the agent completes the post-call service. If required, you can set the after service time limit in queue settings.

  • Banned - Indicates that the agent failed to answer the call on time. The agent needs to manually change this status by clicking the Unban button next to the status.

  • Offline - Indicates that the agent is not logged in to the account.

System statuses

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.

  • Online - This is the default status that all agents are assigned when they log in to their Workspace. You can transfer calls to online agents and call them via the softphone. However, they do not automatically receive calls from queues.

  • DND (Do not disturb) - Indicates that the agent is not available to receive calls. DND agents can neither receive calls from queues nor can you transfer them calls/chats.

Manually assigned system statuses

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.

It is possible to rename a default status, but its meaning does not change. For example, if you rename available to away, the color and behavior associated with this status remain the same.

See Available Roles
  1. If you need, you can also add, change, or delete the description of a system status.
  2. Click Save.
Edit a status

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.

Agents do not see inactive statuses. Historical reporting of inactive statuses is not tracked.

See Available Roles
Add a custom status
  1. Click Add status.
  2. If required, drag and drop custom statuses to change the order they display for agents.
  3. To delete a custom status, click the Delete icon.

If you delete a status, the system also deletes all its historical reporting.

See Available Roles