Settings: phone prefs, hours, users, and the audit log

Signed-in seats open Settings. The page is three sections, and not every seat sees all of them.

Who sees what

• My phone is on the page for every signed-in seat.
• Phone system and Company and users are for admins and supervisors.
• The Billing card is admin-only. It links to Billing.

This guide matches that page. /learn/settings redirects here.

My phone

Save my phone settings writes this seat’s prefs. The success toast says the softphone picks them up on the next poll.

• Status when you sign in is Available, Away, or Offline. It applies on the next sign-in. Away uses the Floor break presence. A live call is not interrupted.
• Outbound caller ID is Company default, or one of this company’s numbers.
• Ringtone is classic, bright, or soft. Play ringtone uses the saved volume (0–100).
• Microphone and Speaker list browser devices after Refresh audio devices. If the microphone permission is blocked, names may stay blank. Each list includes Browser default. There is no headset field on this form. Headset audio is still unproven.
• Auto-answer is off by default. When it is on, an inbound ring is answered after a short delay if you are not already on a call.
• Mute on answer starts the microphone muted when you accept.
• Hold music off holds in silence. On plays the Dialcove hold tone and logs call.hold_music.
• Browser notification for inbound ring fires only when the switch is on and the browser has already granted permission. Request notification permission asks the browser.
• After-call wrap-up is either “Return to Available when the call ends” or “Stay in wrap-up until the timer ends.”
• Your wrap-up seconds accepts 5–600. Blank uses the queue wrap-up timer. Stay-in-wrap-up waits that long, then the Floor sets you Available.
• Keyboard shortcuts are Answer, Hang up, Hold, Mute, and Transfer. The softphone listens while the Floor is focused and you are not typing in a field. The example on the page is Alt+A.
• Your mailbox greeting plays when a caller reaches your mailbox. The company greeting stays on Hours & greeting.
• Email me new voicemails uses the company address when the personal address is blank.

Wrap up, after-call work, and ACW still open the Floor dock. That is where you choose a disposition. Wrap-up settings, your wrap-up seconds, and queue wrap-up open Settings.

Phone system

Hours & greeting is on this page: tenant timezone, weekly open and close, the recorded greeting, the after-hours message, recording, and Forward to external number (Off, When closed, or Always). If that number does not answer, voicemail stays on the Dialcove number that was called. Timezone choices are Central (America/Chicago), Eastern, Mountain, Arizona, and Pacific. An unusable timezone stays on America/Chicago. Closed-hours voicemail is covered in After-hours voicemail.

Holiday overrides take a date, a name, and a Closed checkbox. Type the date as YYYY-MM-DD. A date that is not that form is refused with “Enter each holiday date as YYYY-MM-DD.” A closed holiday makes inbound hours treat that date as after hours in the tenant timezone.

Blocked numbers is the company block list (DNC). One number per line. An optional note can follow a comma, as in +16155550199, do not call. Inbound calls from these numbers are rejected. Outbound dials still go through and show a warning: Dialcove is still placing the call.

Email for new voicemails is the company default on the same form. When a voicemail lands, Twilio transcribes it and Dialcove emails the transcript to that address. Mail sends when Resend or SendGrid is configured. A failed transcription or a failed send is written to the ops log.

Voicemail email for this number is on each number card. Leave it blank to use the company email. A saved address overrides the company default for that number.

Default outbound caller ID is used when someone leaves My phone → Outbound caller ID on Company default. The menu is Queue or main number, or an active number on this account. Softphone and click-to-dial present this number.

Number health lists each Dialcove number as Healthy or Unhealthy. Unhealthy means voice webhooks are failing, or this number has had no successful inbound webhook in the last 24 hours. Each card shows the last successful webhook, the last inbound call logged, and webhook errors in a row.

Caller ID name (CNAM) is on the company profile, not on the holiday form. The page says caller ID name is stored in Dialcove and is not filed with the carrier. Dialcove does not claim verified CNAM.

Emergency address opens Emergency address. This line can't call 911. Hang up and dial 911 from a cell or landline.

Admins and supervisors can also set the main number, queue and IVR routes, SMS on a number, queue wrap-up seconds, queue skills, and queue members from this section. Max concurrent calls is set per person under Company. The softphone token and answer path refuse a new call when that cap is reached.

Users

Invite a user is a CSV import on Locations. Each new person gets a one-time set-password link that expires in 7 days. Dialcove does not show a temporary password. The person sets their own password from that link, and the link works once. Roles are agent, supervisor, and admin. Only an admin can grant admin.

Help “invite user” opens Settings. Add user and invite agent stay on Extensions. That directory shows the assigned role and does not create a login. There is no /users page.

Each person card can change role, department, skills, max concurrent calls (0–20, or blank for no cap), mailbox greeting, and voicemail email.

• Save writes that person.
• Deactivate blocks sign-in. Reactivate allows it again. You cannot deactivate your own login. Keep at least one active admin.
• Reset password sends a set-password link and signs out existing sessions. It does not show a temporary password.
• Force logout makes that person sign in again. It does not change the password.

Billing link

Admins see plan name, seat count, people on the floor, and up to five invoices when Billing returns them. Open billing goes to Billing. Settings does not charge a card.

Audit log

Recent changes lists the action, subject type, actor, and time for the latest settings changes. If nothing has been recorded, the page says “No settings changes recorded yet.” Admins and supervisors can read it. A failed load says the audit log could not be loaded.

Help phrases

On signed-in Help, settings, preferences, company settings, ringtone, blocked numbers, DNC, invite user, wrap-up settings, queue wrap-up, email for new voicemails, voicemail email for this number, default outbound caller ID, which number I call as, default outbound, number health, receiving calls, call forwarding, forward to external number, and forward calls open Settings. Caller ID name and branded caller ID stay on Connections.

On public Ask, the Settings phrases above open this guide. Caller ID name and branded caller ID stay on the Connections guide. Settings guide and settings tutorial open this guide from either place. Tutorials with no subject still opens the guide index.

What this guide does not claim

Headset audio is still unproven. This guide does not claim a headset pass. Live after-call work stays on the Floor. Caller ID name is not filed with the carrier. This line can't call 911. Hang up and dial 911 from a cell or landline. Settings does not charge a card. A new login uses a set-password link. Dialcove does not email a temporary password.