My preferences¶

My preferences menu allows you to manage personal settings, communication status, and account configuration.

To access this menu, click your name in the bottom corner of the left navigation panel. From this menu, you can quickly update your availability status or open the full preferences page.

Update your availability status¶

The availability status indicates the current state of a user in the system and their ability to handle calls and chats.

• Available: You are active and ready to receive calls and chat messages. Agents can use this status at the start of their shift or when returning from a break.
• Away: You are temporarily unavailable but still logged in, for example, away from your desk for a short period.
• Unavailable
• On break: You are on a scheduled break and not available to receive calls or chats. Agents can use this status during formal break periods defined in their team's schedule.
• After-call work: You are completing tasks related to a recently finished call, such as updating records, adding notes, or completing wrap-up steps. This status is factored into after-call work time calculations. See Average Agent After-Call Work Time for details.
• Do Not Disturb: You are unavailable and should not be interrupted. Incoming calls and chats will not be routed to you while this status is active.

Manage general account settings¶

My preferences > the General tab contains general account and profile settings.

Personal details¶

This section displays your personal account information:

• First Name
• Last Name
• Email
• Location

You can update your first name, last name, and location. Your email address cannot be changed from this page. If your email needs to be updated, contact your Administrator.

Account credentials¶

Use this section to update your account password.

Security settings¶

This section shows the status of Two-Factor Authentication (2FA). Two-factor authentication is configured by the Administrator and cannot be edited by Supervisors.

Profile settings¶

This section provides a summary of your assigned platform configuration, including assigned roles, groups, phone numbers, and extensions.

These settings are displayed here for reference.

Manage call settings¶

My preferences > the Call settings tab allows you to configure how your calls are handled.

Outbound number¶

Select the number used as your default caller ID when placing outbound calls. Optionally, you can also set a number for a dynamic caller ID.

Incoming call options¶

This section allows you to configure how incoming calls are handled when they reach your extension.

• Destination if no answer – Choose where the call should be routed if you do not answer: Voicemail / IVR / Queue / Team / Another Agent / Hang up.
• Ring time (seconds) – Define how long your extension rings before the call follows the no-answer destination rule.
• Notify missed calls by email – Configure when email notifications are sent for missed calls: Disabled / All calls / Direct calls only / Queues & Ring Groups only.
• Call waiting – Enable or disable call waiting while you are already on a call: ON / OFF
• Auto answer calls – Define whether calls should be automatically answered: Disabled / All calls / Click-to-Call only
• Log missed calls for queue calls – Enable or disable logging of missed calls originating from queues: ON / OFF
• Blind transfer caller ID – Select which caller ID is presented during a blind transfer: Local / Remote

Call recording¶

This section displays your call recording configuration.

Call recording settings are managed by authorised administrators in the Admin Dashboard and cannot be modified by Supervisors.

Available settings include:

• Call Recording – Shows whether call recording is enabled on your account.
• AI Insights – Shows whether AI-powered insights, i.e. summaries, actions, and notes, are enabled on your account (available with CX Add-on)

Call forwarding¶

Enable Call Forwarding to configure how calls should be redirected when forwarding is active.

When Call Forwarding is ON, the following options become available:

• Inbound caller ID – Select which caller ID is displayed to the forwarded destination: Remote / Local
• Direct calls only – Apply call forwarding only to direct calls: ON / OFF
• Ring extension first for (seconds) – Define how long your extension rings before forwarding begins.
• Require confirmation – Require the recipient to confirm the forwarded call before it is connected: ON / OFF
• Outgoing message – Select or create a message played before forwarding: None / Select existing / Add new. Messages can be added by uploading an audio file or generating one using Text-to-Speech.
• Ring strategy – Define how the system attempts to connect a forwarded call:
• Ring all – All configured numbers ring at the same time. The call connects to the first recipient who answers.
• Hunt – Numbers are called sequentially in order. If the first destination does not answer within the defined ring time, the system tries the next number in the list.
• Memory hunt – Similar to Hunt, but the system remembers which destination answered the previous call and starts with that destination next time. This helps reduce connection time when the same person typically answers.
• Destination if no answer – Define where the call should go if forwarding does not result in an answer: Voicemail / IVR / Queue / Team / Another Agent / Hang up
• Number notifications recipient – Enter numbers that should receive notifications about forwarded calls.
• Ring time (seconds) – Define how long the forwarded destination rings before applying the no-answer rule.

Manage voicemail & greetings¶

My preferences > the Voicemail & greetings tab allows you to configure voicemail behaviour, manage voicemail access, and personalise how your name is announced within the system.

Voicemail settings¶

This section controls how voicemail messages are handled and delivered.

• Notify via email – Enable or disable email notifications when a voicemail is received: ON / OFF
  Email notifications recipient – Enter one or more email addresses that should receive voicemail notifications.
• Email voicemail transcript – Enable voicemail transcription in notification emails: ON / OFF
• Outgoing message – Select or create the message played when callers reach your voicemail: None / Select existing / Add new. Messages can be added by uploading an audio file or generating one using Text-to-Speech.

Voicemail access¶

This section provides instructions and credentials required to access your voicemail.

• Mailbox number – Your unique voicemail mailbox identifier.
• Mailbox password – Password used to access your voicemail. You can update your mailbox password.

Personalization¶

This feature allows callers to find your extension by searching for your first and last name.

You can configure the audio recording of your name, which is used by the system for directory searches and announcements.

• Enter your name for a default audio recording to be automatically generated.
• Alternatively, you can replace it by uploading a custom audio file or generating a recording using Text-to-Speech.