• Disconnection timeout: Time interval in minutes before an Agent is logged out after socket disconnection

• Enable audio split for voice recordings: Audio recordings will be split in several audio, one per participant. Consider that if you enable this option, no recording is saved if you select gsm as audio format, because it is incompatible. If you have some voice queues with gsm recording format, you will see this warning message with a link redirecting to the queues configured with this format

• Max attachment size in MB: Choose the attachments size limit in Omnichannel interactions (Allowed values are between 1 and 25) - remember to update nginx settings if necessary

• Max plugin size in MB (15MB by default): choose the plugin size limit (allowed values are between 1 and 50) - remember to update nginx settings if necessary

• Enable Voice Recording in new queues by default: enable the option to record automatically new voice queues (in the format selected below)

• Ends pause on single channel (disabled by default): this switch option allows agent to end pause only on specific channels (by activating a partial pause). If option is enabled, all webRTC agents can see on bar, when they pass in pause status, the opportunity to turn back in ready status also only on certain channels

• Invitation email: here you can select the created template (which includes the information about how to access, credentials, link) which can be sent by email to the new users or agents to login into the platform

• In invitation link base address you can instead indicate the Motion URL.
  These fields regulate the email sending and it is necessary to indicate both fields to send correctly the invitation emails.

So each new users/agents will receive the email and the invitation link base address will redirect him to login page, where user/agent has to insert a new password and automatically logged in.

• Enable Email Preview: this flag allows to enable the Agent to preview the last message exchanged in email interactions

• Search on Enter key: if selected, the request starts only after pressing Enter. If not selected, the request starts only after having entered at least 5 characters, as well as after pressing Enter (available from Rel. 2.5.11). This option is valid for all the Omni Desktop Interface sections of the Agent and in the sections that allow the search of values within a table by Admin or User (e.g. the Hopper table, Accounts Interactions, Chat Offline Messages, etc)

• Interaction tabs limit: Maximum number of tabs that can be opened on the Agent Omni Desktop interface (by default 20 tabs).
  When the maximum number of new tabs is reached, the Agent cannot have any further open tabs.
  But consider that if for example Agent1 closes a tab of the managed Chat1, this interaction remains assigned to Agent1 anyway. So if relative customer writes another message on Chat1, the interaction is passed to Agent1 anyway (if he/she is online) without considering the realtime max interaction tabs limit

• Enable close all button: by enabling this option, agents can close all open tabs. The “Close All” button will be shown after the minimum amount of open tabs configured here (by default 2 tabs).

• Search max days before limit: Maximum number of days Agents can set in Filtered Search. It represents the date range limitation (0 means no limitation) in filtered search for Agents Omnidesktop Interface in: Scheduled Calls, Voice, Abandoned calls, Recordings, Channels' Interactions sections. For example, if this value is set as 50 days, when Agents search last year Email Interactions, the system won’t show interactions and will return a message:

Agent Idle Auto Logout Timeout

Time interval in seconds before an automatic disconnection popup is presented to a WebRTC type agent, being idle (0=disabled). So for agents, it’s possible to enable the auto logout after the number of minutes indicated here in idle status (e.g. 300 seconds).

When an agent performs no operation for the number of seconds configured in the parameter, a modal is shown with the message “Disconnection due to inactivity”

If agent does not click on CONTINUE within 60 seconds, he will be automatically disconnected (otherwise the inactivity timer is reset).

• Finally, if you want, it’s possible to enable the Quick Assistant button to add a quick open button in the sidebar to enable the Agent Assistant

• Enforce Password History: when this selector is enabled, every time you change your password the system prevents you from using one you have already used before (remember: by default when you change a password you can never reuse the current one). The number of previous passwords to be checked can be entered in the field made available when this selector is active. The value must be less than or equal to 12.

• Disable MFA for all users: If toggle button is checked, Multifactor authentication will be disabled for all users. Users won’t be able to enable or disable MFA.

• Enforce MFA for Agents: Enforce agents to activate and use multifactor authentication to login

• Enforce MFA for Users: Enforce users to activate and use multifactor authentication to login

• Enforce SSO login for Agents: Enforce agents to use single sign on authentication to login

• Enforce SSO login for Users: Enforce users to use single sign on authentication to login

• Privacy Policy switch set that allows you to enable masking the:

  • Email Addresses: insert the number of characters of the customers' email addresses you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected; 

  • Names: insert the number of characters of the customers' names you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected; 

  • Numbers: insert the number of digits of the customers' phone you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected;

You can activate or deactivate each of the switches related to the elements whose privacy you want to ensure.

• Cookies Banner: Enable/disable the Cookies banner for Administrators, Agents, and Users accounts.

• Auto Gain Control: AGC can automatically adjust the microphone volume , so that participants receive a certain volume level , will not change the speaker and the microphone distance

• Echo Cancellation: AEC removes echoes, reverberation, and unwanted added sounds from a signal that passes through an acoustic space

• Noise Suppression: NS reduces background audio noise from surrounding environment, providing greater clarity

It is possible to enable MT users' presence visibility to Agents from their Omnidesktop Interface.

Enter the parameters of the application previously created in the Azure Portal: 

• MT Tenant ID: Insert the Directory (tenant) ID value

• MT App ID: Insert the Application (client) ID value

Visit this page for further info: https://xcally.atlassian.net/wiki/spaces/XM/pages/1916305416/Microsoft+Teams+Voice+Connector#XCALLY-Configuration

It is possible to choose the format that best respects your habits for:

• Date/Time

• Date

• Time

• Duration

• Timezone

The configuration is applied to the entire XCALLY environment.