Personal settings in Admin Portal
If enabled for your account, you can access user settings through the Personal settings tab in the navigation bar.
In this section, you can configure message settings, voicemail greetings, and WebRTC options (if enabled for your account).
Account settings
In Account settings, you can edit your details and change the password.
Messages
In Messages, you can customize notification preferences.
Auto accept
You can choose if semi-live interactions, for example, SMS and Webchat, are automatically accepted when they arrive in ContactPad.
Non-editable auto-accept settings
Audible notifications
Agents can turn audible notifications on or off.
If they turn notifications on, a sound is played when a non-call interaction arrives for them. They can then configure the audio device or devices in which the notification is played.
If they turn notifications off, they do not need to configure any further settings.
For information about configuring message settings, see Call notifications in ContactPad.
Voicemail greeting
When an inbound call from a contact reaches an agent's voicemail, the agent's voicemail greeting is played. An inbound call will reach an agent's voicemail when the agent is unable to accept the incoming call. Calls will reach the agent's voicemail only when they are to the agent's personal queue and if a VoiceMail applet is configured and included in the applicable interaction plan. For information about configuring the VoiceMail applet, see
In Voicemail greeting, agents can listen to the default voicemail message. They can optionally set a custom voicemail greeting by recording a new one or uploading an existing file.
For information about configuring a voicemail greeting, see Voicemail in ContactPad.
Quick voice messages
In Quick voice messages, agents can record/upload messages to be played at the beginning, during, and at the end of the call. They can also configure their default quick voice messages.
For more information about configuring quick voice messages, see Quick voice messages in ContactPad.
WebRTC options
If enabled for your account, agents can access WebRTC options through the Personal settings.
| Setting | Description |
|---|---|
Auto accept (if enabled for your account) | |
| Inbound | If you select the Inbound check box, when you receive an inbound call, the call will automatically be answered and you are connected to the caller. This setting overrides your account settings. Select or clear the Inbound check box to enable or disable the auto-answer feature. By default, the check box is cleared. |
| Outbound | If you select the Outbound check box, when you make an outbound call, the call will automatically be initiated the call and you hear ringing until you are connected to the target number or agent. This setting overrides your account settings. Select or clear the Outbound check box to enable or disable the auto-answer feature. By default, the check box is selected. |
Audio devices | |
| Primary ringing volume | The volume of ringing in the primary output device. Select a ringing volume from 0% to 100%. The default level is 100%. |
| Primary output device | A list of available output audio devices. Specify the audio device (speakers) you want to use. By default, the default device for your system is used. When you receive an inbound call or make an outbound call, unless you have selected Auto answer, you will hear ringing in your selected device. When the call is connected, you will hear the other party through the device. |
| Secondary ringing device | A list of available output audio devices. Optionally specify the secondary ringing device (speakers) you want to use. By default, no secondary ringing device is used. When you receive an inbound call or make an outbound call, unless you have selected Auto answer, you will hear ringing in your primary audio device. You can optionally select a secondary ringing device. If you do not answer the call within the time period you specify, you will also hear ringing in your secondary ringing device. When the call is connected, you will hear the other party through your primary audio device. |
| Secondary ringing delay | The number of seconds before ringing starts in the secondary ringing device. Specify the number of seconds to wait before ringing starts in your secondary ringing device. By default, the delay is 0 seconds. |
| Play a short tone when the call ends | Select the Play a short tone when the call ends check box to enable a call end tone. When a connected call is disconnected by either the agent or the customer, a short tone is played. By default the check box is selected. The volume of the tone is determined by the ringing volume you select in Primary ringing volume. |
Noise cancellation (available if accent conversion is enabled for your account)Noise cancellation removes background noise, other than voices, from audio for clearer communication. Maximum audio device sample rate We support noise cancellation with a maximum sample rate used by speakers and microphones of 96 KHz. | |
| Inbound noise cancellation (speaker) | If you select this check box, background noise, other than voices, will be removed from inbound audio. You won't hear background noise from where your contact is calling. |
| Outbound noise cancellation (microphone) | If you select this check box, background noise, other than voices, will be removed from outbound audio. Your contact won't hear background noise from where you are calling. |
| Outbound background voice cancellation | Background voice cancellation removes voices too. If you select this check box, your voice may be removed from outbound audio if you're far from your microphone or using a laptop mic. Your contact will not be able to hear your voice. Use a suitable microphone and stay close to it to prevent this. This setting takes effect on restarting browser. |
Accent conversion (if enabled for your account) | |
| Accent conversion | If you select this check box, your accent during the call is modified to standard English to facilitate your caller's understanding. You can check how your modified accent sounds by testing the feature in the settings. Currently, we support Indian, Filipino, and Latin American accent conversion. We encourage testing accent conversion before using it in a call. By testing it, you can ensure that your machine can handle the feature and that you are satisfied with the result. If your machine can't handle accent conversion, the feature might disable itself automatically or you might become inaudible to your caller. |
Advanced | |
If you select this check box, during the call you can see the volume levels of your and your customer's audio.
Your audio level is in color in the right half of the banner; your customer's is in gray in the left half. | |
Audio optimization settings | |
| Echo cancellation | If you select this check box, echo is prevented and the callers don't hear their own voice. |
| Basic noise suppression | If you select this check box, some background noise is reduced using browser-based noise suppression. |
| Automatic gain control | If you select this checkbox, your microphone volume is automatically adjusted to maintain consistent sound level. |
For general assistance, please contact Customer Support.
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