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 closed-hours forward. 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.

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 shows the stored company address, or “No company emergency address yet.” Edit emergency address opens Emergency address. Dialcove stores the address and does not place 911.

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 asks for name, email, role, and department, then Create login. The temporary password is shown once on the page. Dialcove does not email it. Roles are agent, supervisor, and admin. Only an admin can grant admin. A supervisor can create an agent or a supervisor.

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 issues a new temporary password and signs out existing sessions.
• 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, and queue wrap-up open Settings.

On public Ask, those phrases open this 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. Dialcove does not place 911. Settings does not charge a card and does not email a temporary password.