General

You can change the type of transfer destination flow to external or vice versa at any time. Once you change the type, provide the details and click Save Changes. A pop-up message will indicate what happens when the action is taken. Once sure you want to change the type, click Proceed.

Click on the transfer destination name, remove/erase the number, add the new number, then click Save.

In either kind of transfer, an agent (U1) passes a customer call (U2) to another user  (U3).

• With a warm transfer, the user (U1) who initiates the transfer can stay connected to the customer (U2) and the transferred user (U3). The U1 and U3 can speak privately before U2 is added to the call
• With a cold transfer, the customer (U2) is connected directly to the user to whom the call is transferred (U3) and the agent initiating the cold transfer (U1) is disconnected from the call.

Go to  Settings > Transfers. You can disable allowing agents to select a transfer type and select either warm or cold transfers as the default one, then click Save.

Click on the transfer destination name, then click Delete Destination. A pop-up message  will indicate what happens when the action is taken. Once you’re sure you want to delete the destination, click Proceed.

Go to Channels > Outgoing and click Configuration. Select from the drop-down the number that you want to set as the default caller ID. The drop-down lists all the numbers that you have in your Contacto account.

Once you’ve selected a number, click Save.

1. Go to Channels > Outgoing and click External Caller IDs. Click Add New.
   
   
2. Provide the number (including country code) and an alias name.
   
   
3. Click Add External Caller ID.
   
   

Go to Settings > Outgoing and toggle the Caller ID setting to either allow agents to select a caller ID while making calls or force them to stick to the default caller ID. Click Save to save your changes

You can toggle recording of incoming and outgoing calls from the Settings > Other Settings page.

Go to Settings > Routings and can set the parameters under Agent capacity.