If account feature control is enabled for your account, you can control individual features for your account. You can switch features on or off in the Account Feature Control section in System Settings. For information about the Account Feature Control section, see Editing System Settings.
| Feature | Description | ||
|---|---|---|---|
| Automatically answer Inbound WebRTC calls (legacy) | If you switch on this feature, when an agent, who is using ContactPad with WebRTC, receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller.
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| Automatically answer Outbound WebRTC calls (legacy) | If you switch on this feature, when an agent, who is using ContactPad with WebRTC, makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent.
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Override Agents WebRTC Settings | If you switch on this feature, the Override Agents WebRTC Setting - Outbound Auto Answer and Override Agents WebRTC Setting - Inbound Auto Answer take effect. | ||
Override Agents WebRTC Setting - Outbound Auto Answer | If you switch on this feature, when an agent makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent. This setting affects all agents in your account, and overrides the individual agents' settings in the WebRTC for NewVoiceMedia extension for Chrome. For information about auto-answer, see Using ContactPad with WebRTC.
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| Override Agents WebRTC Setting - Inbound Auto Answer | If you switch on this feature, when an agent receives an inbound call, ContactPad automatically answers the call and connects the agent to the caller. This setting affects all agents in your account, and overrides the individual agents' settings in the WebRTC for NewVoiceMedia extension for Chrome. For information about auto-answer, see Using ContactPad with WebRTC.
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| Agents can set their intended state | If you switch on this feature, an agent can set the state that the agent wants to be in after their current interaction. For information about intended states, see Agent states. | ||
| Inbound missed call behaviour - Leave agents in 'No Answer' state | If an agent does not answer an inbound call, their state changes to No Answer. If you switch on this feature, the agent remains in No Answer state until they manually change their state. This setting applies to all agents and overrides any Max Unexpected(s) settings in User Admin or Real Time. For information about Max Unexpected(s) settings, see Configuring groups.
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| New Call Recording Player in Search Results | If you switch on this feature, when a user clicks to listen to a call recording in the list of search results in Call Recordings, the recording appears in the call recording player. For information about the call recording player, see Call Recordings. | ||
| Agents cannot make outbound calls whilst in Wrap Up state | If you switch on this feature, agents cannot make outbound calls whilst in a Wrap Up state. For information about agent states, see Agent states. | ||
| Always Pop Matching Record in Salesforce Lightning and Lightning Console | If you switch on this feature, NewVoiceMedia will always pop matching records in Salesforce Lightning Experience apps. For information about Salesforce record popping, see Salesforce record display and popping in NewVoiceMediaVonage Contact Center. | ||
| Agents can't change their state while Logging the Call | If you switch on this feature, agents remain in Logging the Call state at the end of a call until they set a disposition code for the call. This setting truly enforces enforced disposition codes. For information about the enforced disposition codes feature, see Disposition codes. | ||
| Show call recording comments (requires new Call Recording Player) | If you switch on this feature, when a user clicks to listen to a call recording, any comments about the recording appear in the call recording player.
For information about call recording comments in the call recording player, see Call Recordings. | ||
| Allow Enforced Disposition Codes setting for agents | If you switch on this feature, supervisors can enable and disable the enforced disposition codes feature for individual agents. For information about the enforced disposition codes feature and for enabling the feature for individual agents, see Disposition codes and How do I enable enforced disposition codes feature for an agent? in Configuring individual users. |
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