Contact Center Settings
The Contact Center settings page holds the rules that apply to every queue and every agent.
| Menu | Settings > Contact Center |
| Permission | Manage the Contact Center |
The page has three tabs. A tab only appears when its feature is enabled.
Recording governance
Needs the Contact Center Call Recording feature.
| Field | What it does |
|---|---|
| Recording enabled | Master switch for call recording. |
| Consent model | All parties must consent (the default) or Single party consent is sufficient. |
| Require explicit consent capture | With all-party consent, recording waits until consent has been captured. |
| Retention (days) | How long recordings are kept before they may be erased. 0 keeps them forever. |
| Apply legal hold by default | New recordings start under legal hold, so they cannot be deleted. |
| Allow agents to pause recording | Shows the Pause recording button in the agent workspace. |
| Maximum secure-pause window (seconds) | A paused recording resumes on its own after this long. 0 means no limit. |
| Require a reason to pause | The agent must type a reason before pausing. |
Default numbers
The numbers used for an agent who has none of their own.
| Field | What it does |
|---|---|
| Default phone number | Returned for an agent who is on no number's Agents who dial from this number list, for example by the Find Agent Numbers workflow task. Picked from the Omnichannel Addresses used for voice calls. Calls themselves still fall back to the provider's default caller ID. |
| Default SMS number | The number an agent who is on no number's Agents who text from this number list texts from: the messaging composer starts new conversations from it, and the Find Agent Numbers workflow task returns it. Picked from the Omnichannel Addresses used for text messages. |
External transfer destinations
The outside numbers agents and IVR menus may transfer calls to.
- Add a row for each destination with a Display name (for example After-hours answering service) and its E.164 address (for example
+17025550199). - Untick Enabled to keep a row but stop offering it.
- Tick Let agents transfer to numbers that are not on this list only if agents may type any number. Agents also need the Transfer calls externally permission.
Emergency and premium-rate numbers are always refused.
Secure Data Capture
Needs the Contact Center Secure Data Capture feature. It lets an agent send the customer a one-time link to type card or bank details themselves, so the agent never hears or sees them.
| Field | What it does |
|---|---|
| Enable agent-assisted secure data capture | Master switch. Shows Collect data securely in the agent workspace. |
| Capture link lifetime (seconds) | How long the link works. 30 to 3600, default 300. |
| Pause recording during capture | Pauses the call recording while the customer enters the data. On by default. |
Card numbers are checked, only the last four digits are kept, and the security code is never stored.