General
On the ''General'' page, you can manage your account's general settings.
These include:
- Defaults
- Caller information
- Security
- Integration
We will explain each section one by one.
Table of Contents
Introduction to General Settings
How to use the ''Defaults'' section
Defaults
Under the ''Defaults'' page you will see the following sections:
- Call Recording
- Calls
- Automatic logout
Call Recording
This section allows you to customize how calls are recorded.
Under ''Call Recording'' you have 2 options:
- Call Recording: This toggle allows you to enable or disable call recording. When the switch is turned on (as it is in the screenshot), all calls made through the system will be automatically recorded.
- Record Stereo: This option, also enabled, records calls in stereo, meaning that the two sides of the conversation (caller and receiver) will be recorded separately on different audio channels. This can provide clearer audio for playback, especially in situations where audio quality or understanding each participant clearly is important.
Calls
Under ''Calls'' you have the flexibility in customizing the audio experience during calls and ensure that time zones and tones are appropriately managed.
Here's what each option means:
Play Sound on Call Connection
This toggle enables or disables a sound that plays when a call successfully connects. If turned on (as in the screenshot), the caller will hear a sound once the connection is established.
Play Sound on Call Disconnection
This toggle controls whether a sound will play when a call disconnects.
Timezone
This dropdown allows you to set the correct timezone for the system. PBX.IM will adjust time-based settings and call logs according to this timezone.
Music on Hold
This setting lets you choose the music or audio that plays when a caller is placed on hold. You can select from the available music options using the dropdown menu.
Ringback Tone
This option allows you to choose the tone that callers hear while waiting for their call to be answered. Click on the field and select from the dropdown menu.
Call Waiting Tone
This setting determines the tone heard when a caller is waiting to be connected. Like the ringback tone, you can select a specific tone from the dropdown menu.
Automatic Logout
This section helps with maintaining security by automatically logging users out after a period of inactivity and ensure efficient call management by setting default routing destinations.
UI inactivity
This setting allows you to adjust the time after which a user will be automatically logged out due to inactivity within the user interface (UI). Drag the cursor to select the desired period.
Phone Inactivity
This slider controls the time after which a user will be automatically logged out due to phone inactivity. Similar to UI inactivity, drag the cursor to set the time.
Default Call Routing Destination
This setting determines where calls will be routed when the user is unavailable or logged out. You can choose between: User
- Time Condition
- Endpoint
- Queue
- Announcement
- Forward
- IVR
- Voicemail
- Ring Group
- Conference
KPI
Another thing that you can do in the ''General'' tab is to set up KPIs for your Calls Report and Queues Report. You can set the KPIs by moving the cursor along the line to set up the minimum and maximum number.
How to set the KPIs:
You have a slider where you need to set two values: range start and range end.
You can also set the maximum value using the input on the right. In the example below, you can see the box with the number 312. You can edit it with the maximum number you want.
Colors meaning:
Let's take an example for Calls Reports:
- If the total calls value in the Calls/Queue Reports falls between the range start and range end, the card will change to the color set between the knobs on the slider. Blue usually represents the neutral interval.
- If the value is higher than the range end, the card will switch to a third color. Green means you have met your KPIs.
- If the value is lower than the range start, the card will turn to the first color. Red indicates performance below KPIs.
You can check how your stats look like compared to your KIPs under the Calls Reports and Queues Reports .
Calls Reports
Calls
The total number of calls made during the selected period and type.
Answered Calls
Shows the percentage of calls that were answered. Higher Percentage are often better.
Unanswered Calls
Indicates the percentage of calls that did not get connected or answered. Lower Percentage are often better.
Avg Call Duration
Shows the Average duration of calls for the selected period and type. For this section you also have the option to swap colors to better reflect your needs. For example, you might want to associate green with the lower range.
To do that just click on this symbol:
Unique Calls
It measures the percentage of calls made or received by the agent to unique numbers. Higher percentages indicate a greater frequency of calls to different numbers.
Total Talk Time
Indicates the total talk time for the selected period and type.
Queue reports
Just as you set KPIs for Call Reports, you can do the same for Queue Reports.
Call Volume
The total number of calls received during the selected period. This metric helps gauge the overall workload and call traffic volume.
Answered Calls
The percentage of calls answered by agents. Higher percentages indicate better response rates and efficient handling of calls.
Abandoned Calls
The percentage of calls that were disconnected before being answered by an agent. A higher percentage may indicate long wait times or caller dissatisfaction.
Calls Within SLA
The percentage of calls that were answered within the predefined Service Level Agreement (SLA) time. It reflects the efficiency of response times.
Average Wait Time
The average duration that callers waited before being answered. Lower values indicate shorter wait times and quicker response from agents.
Average Talk Time
The average duration of calls handled by agents. This metric can help evaluate the efficiency and effectiveness of call handling.
Max Wait Time
The longest wait time experienced by any caller within the selected period. This helps identify peak congestion and response time issues.
Timeout Calls
The percentage of calls that timed out before reaching an agent. High values could indicate issues with routing or insufficient agent availability.
Save and Apply
- Apply: Temporarily shows the changes on the report to see how it looks before saving.
- Save: Saves the changes you've done.
Quick KPI Preview
You also have the Quick KPI Preview option.
- When the toggle is ON, a card will display the selected KPI (e.g., the Answered Calls card in the example).
- When the toggle is OFF, the card will not be visible.
Call Limits
Another thing that you can do is set a no. of simultaneous calls limits for your users.
Simply type in the number you want.
How to edit ''Caller information''
Caller Information
Another section that you can find under ''General'' is ''Caller Information''.
Default Caller IDs
This section allows you to configure multiple default Caller ID numbers that will be used when making outbound calls.
Enable Caller ID by Destination Country
When this toggle is on, the system will allow you to assign specific Caller IDs based on the country you are calling. For example, if you are calling a number in a specific country, the system will automatically assign the corresponding Caller ID. This is useful for making calls appear as local to the recipient.
Destination Country
This dropdown allows you to select a specific destination country where a custom Caller ID can be applied.
Caller ID
Once you select a country, you can input a specific Caller ID that will be displayed for calls made to that country.
Add or Remove Caller ID Rules
- Trash Icon: Clicking the trash icon allows you to delete an existing Caller ID rule for a specific destination country.
- Plus Icon: Clicking the plus icon lets you add a new country and corresponding Caller ID rule to the list.
How to set up your security
Security
In the ''Security'' section you can configure authentication and access controls for login and call recordings.
You will see 3 main categories:
- Authentication Settings
- Login Access
- Call Recording Access
Authentication Settings
Under authentication settings you can set up 2FA and password expiration period.
Here's how each works:
2FA
This dropdown allows you to enable or disable two-factor authentication for added security. You can choose between:
- Enabled
- Disabled
- Enabled only on Suspicious Log In
Password Expiration Period
This slider allows you to set a time frame for how often users need to change their passwords. Drag the cursor to select the desired period.
Log Out All Users
In case of any security concern or password policy change you also have the option to forcefully log out all users from the system.
Login access
Allowed Countries
This dropdown allows you to restrict login access based on geographical location. If it is set to All countries, meaning login access is not restricted to any specific region.
Allow Access From IP Whitelist Only
This toggle, when enabled, restricts login access to only those IP addresses listed in the whitelist. This enhances security by ensuring only approved IP addresses can access the system. When enabled the system will display a field where you can specify the type of IP ranges you want to use.
Call Recording Access
Call Recording Access section is similar to the Login access settings.
Allowed Countries
Similar to login access, this dropdown lets you restrict access to call recordings based on geographical location
Allow Access From IP Whitelist Only
As with login access, this toggle restricts call recording access to specific whitelisted IP addresses when enabled.
You can find the same security settings on the Manage Your Company & Billing page. The options you select under 'General' will automatically populate in the 'My Company' section.