General Settings

Tenant-wide identity, sign-in and security, emergency, agent access, and diagnostic logging settings.

General Settings covers the tenant-wide configuration that doesn't belong to a single channel — locale and identity, sign-in security, emergency call handling, and how agents are logged out of or removed from skills, along with diagnostic log retention.

Accessing General Settings

Navigate to Admin (System) > System Settings > General
Each field is listed under its section heading, described below

Identity & Locale

Field	Description
Date Format	The format used to display dates throughout the application
Server Timezone	The time zone used for reporting and scheduled tasks
Server Country Code	The country used for phone number formatting and dialing rules

Sign-In & Security

Field	Description
Allow Only SSO Login	Requires single sign-on; password login is disabled when enabled
Remember Password Accessible	Allows browsers to offer to remember login passwords
Enable Username Suggestions	Offers username suggestions on the login screen
Security Banner	Displays a custom banner to all users when signing in, with editable banner text

Privacy & Emergency

Field	Description
Emergency Numbers	Numbers that trigger an emergency alert when dialed (for example, 911)
Emergency Alert Agent Locations	Optional per-agent location details (address, building, floor, room) shown in emergency alerts

📘
Emergency Calls Use the Agent's Assigned DID Automatically
When an agent dials one of the numbers configured in Emergency Numbers, the system automatically presents the agent's assigned outbound DID as the caller ID — no manual selection is required, even if the agent's last outbound call used a different DID. DID assignment is configured per Outbound SIP Extension — see SIP Extensions.

Agents & Access

Field	Description
No CCAC Required Agents	Agents who can receive calls without the agent dashboard open
Missed Call/Chat Action	What happens when an agent misses a call or chat — `Log agent out`, or `Keep logged in, make unavailable for` a configurable number of seconds
After Call Work Timer	Wrap-up time agents get after each call — `Initial time`, `Snooze increment`, and `Max snoozes`
Free Form Account Codes Enabled	Allows agents to enter free-form account codes in addition to predefined ones

Diagnostics & Logging

Field	Description
Event Log Max File Size	Maximum size of a single event log file
Event Log Max Total Size	Maximum combined size of all event log files

Updated 3 months ago