General Settings

The Customer Settings section displays configuration options specific to each customer account. These settings control key features of the contact center platform and are accessible to Admin users through the Customer Portal.

These settings allow customization of system behavior to better align with business needs, including time zone adjustments for reporting, session timeouts for security, and role-based configuration syncing.

Available Settings

Setting	Description	Default
Time Zone	Converts timestamps in reports (e.g., call logs, status records) to this selected time zone.	Time zone of your customer account
Session Timeout	Defines the duration (in minutes) after which inactive users are automatically logged out for security purposes.	120
Sync Agent User Add-On Role with PBX Configuration	When enabled, the Agent User Add-On role is automatically assigned to Essential Users when they are configured as agents in the PBX system. The role is removed if they are later removed from the agent configuration.	Disabled

Compliance

For organizations handling sensitive or regulated data, it's important to limit the retention of personally identifiable information (PII) in call records. This is especially critical in industries such as healthcare, finance, or any business with data privacy obligations.

Suppress CName Setting

The Suppress CName option helps enforce data privacy by removing caller name associations from call records.

When enabled:
- Caller ID names (CName) and contact match data are not stored in historical records.
- Prevents the ability to search by name or phone number to locate call data.
- Adds a layer of protection against linking telephone numbers with personal identities.

This setting is recommended for companies with heightened compliance requirements or privacy policies aimed at removing PII from communication data.