• Min Internal: the minimum internal number (Extension) that can be assigned to Agents and Users.

• RTL Support enable/disable switch - RTL Support for Arabic, Persian and Hebrew languages

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

• Max attachment size in MB: Choose the attachments size limit in Omnichannel interactions (Allowed values are between 1 and 25)

• Split Report: use this flag to disable splitting reports exceeding a configurable length. The default values are shown when this flag is enabled and can be changed.

• 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

• Message Alignment: chose the way you want the messages from the Agent and the Customer are displayed in the interaction view. The possible choices are: 

  • alternate (each message type is aligned to alternate sides of the the screen)

  • left (all messages of all types are aligned on the left side of the screen)

  • right (all messages of all types are aligned on the right side of the screen).

• Whatsapp Connector Interactions Reload Timeout: enter here the value in seconds of how often you want the system to reload the interactions made for the channel (0 = real time update).

• Interaction tabs limit: Maximum number of tabs that can be opened on the Agent Omni Desktop interface (by default 20 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 Whatsapp Interactions sections. For example, if this value is set as 50 days, when Agents search last year WA Interactions, the system won’t show interactions and will return the message “No available interaction. Limited search results by admin settings to max 50 days before”

• Security Suite (Default=Enabled for new installations, Default=Disabled for installation updates): this setting enables a set of security rules for Administrators, Agents and Users accounts. If these rules are not enabled, you have no constraints in password length or duration. If they are enabled, this  means that:

  • The secure password format allowed is:

    • Minimum length of 8 characters

    • At least one lowercase letter

    • At least one uppercase letter

    • At least one digit

    • At least one symbol in the range ~!@#$%^&-_=+[{]}.

  • The password is automatically reset and must be reinserted at the first user/admin or agent login (this doesn't apply to telephones): remember that the new password must be different from the old one.

• Password Lifespan: The number of days before the password expires and needs to be changed (this rule applies only to users/admin and agents, not to telephones)

• Allowed login attempts before locking: in this field, the Administrator can set how many incorrect login attempts will be accepted before a user/agent becomes temporary blocked (Default=5; Unlimited=0)

• Minutes to wait before automatic unlock: in this field the Administrator can set the amount of time a user must wait after being blocked for exceeding the maximum number of wrong login attempts (Default=10; No automatic unlock=0).

• 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.

• Switch to Enable/Disable Single Sign-On with Google 

• Switch to Enable/Disable Single Sign-On with Active Direcory

• Switch to Enable/Disable Single Sign-On with SAML

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

• Date/Time

• Date

• Time

• Duration

The configuration is applied to the entire XCALLY environment.

1. Retrieve License Token: The Token must be reported to the Licensing Staff any time you need system changes.
   Please follow this process to copy the token: clicking on the token code, the token is copied to clipboard and can be pasted anywhere. A notification to confirm the operation success will appear (Token copied!). 

2. Update License: clicking on the icon a dedicated section pops up to update your license. Here you can insert your new license manually to update it 

3. Download License Log File: clicking the download icon, the License Log File is downloaded. A notification to confirm the operation success will appear (License log file downloaded!).