Softphone Settings¶
Softphone Settings control how UCP looks and behaves for every user of an account: which calling, recording, contact center and menu features agents get, and how caller IDs are shown. They are account-wide; there is no per-user override on this page.
Where to find Softphone Settings¶
In the QVOICE Platform Admin Portal:
- Open Config.
- Under Account, open Softphones.
- Change the settings in the UCP section and save.
Agents pick up most changes the next time UCP reloads or they log in again. The Reload Site button at the end of the UCP section asks every open UCP session of the account to reload.
Which apps the settings apply to¶
The switches on this page configure UCP (in the browser and as the desktop app).
The Mobile UC app honors only these three:
- Disable Call Rate
- Disable Recordings Visibility
- Log agents out of their queues when they become unavailable: the platform applies it, whatever app the agent changes state from.
Every other switch on this page applies to UCP only.
Hide Caller ID and Hide Callee ID do not apply to Mobile UC
On Mobile UC, incoming and outgoing calls are shown on the phone's own call screen, and in the app's call log. Those screens display the real caller or callee number and cannot be masked from these settings. If agents must not see customer numbers, they need to handle calls in UCP.
Media and integration¶
| Setting | What it does |
|---|---|
| Audio Codecs | Preferred audio codecs for the UCP softphone, in priority order. Agents receive the list when UCP reloads or they log in again. |
| Video Codecs | Video codecs for the UCP softphone. Set them to let agents share their screen during a call with another UCP user; both sides need them. |
| Candidates | How UCP chooses network addresses for calls. all keeps the office network and the internet; Prefer public prefers an internet address but keeps an office fallback; Relay only requires a TURN URL with credentials and cannot be overridden by an agent. |
| ICE gathering timeout (ms) | How long UCP waits for network addresses before the call is answered. The default is 2500 ms. |
| Ringtone | Default ringtone played in UCP for incoming calls. Not Selected uses the built-in default. |
| CRM Home URL | Account-level CRM home page. When set, eligible call-center agents see CRM in the UCP sidebar, which embeds this HTTPS URL. Clear it and save to remove it. Per-queue CRM screen-pop URLs are configured on each queue. |
Calls¶
| Setting | What it does |
|---|---|
| Disable Early Media | UCP does not play early media (ringback or progress tones) before the call is answered. Use it if your carrier or device handles early media differently. |
| Disable Call Blind Transfer | Blind transfer is hidden or disabled in the UCP call screen. |
| Disable Call Disposition | Agents cannot set disposition codes after calls in UCP. |
| Disable Call Rate | The call rating control is hidden. Also applies to Mobile UC. |
| Movable Call Popup | The UCP call popup can be dragged around the screen. |
| Auto Answer (C2C) | Click-to-call and similar calls placed by the platform answer automatically in UCP, without an extra accept step. |
| UCP click2call | UCP places outbound calls as click-to-call: the agent's phone rings first, then the destination. When off, UCP dials directly from the softphone. |
Recordings¶
| Setting | What it does |
|---|---|
| Disable Recordings Visibility | Call recordings, their download and their transcriptions are hidden from every user, in UCP and in Mobile UC. Takes precedence over Download Recordings. |
| Download Recordings | Agents can download call recordings from UCP, where recordings are available for their role. Has no effect while Disable Recordings Visibility is on. |
Caller ID¶
| Setting | What it does |
|---|---|
| Hide Caller ID (Inbound Calls) | On incoming calls, UCP shows the masks below instead of the caller's name and number. |
| Caller ID Name Mask | Text shown instead of the caller's name while Hide Caller ID is on. Shown only when that switch is on. |
| Caller ID Number Mask | Text shown instead of the caller's number while Hide Caller ID is on. Shown only when that switch is on. |
| Hide Callee ID (Outbound Calls) | On outgoing calls, UCP hides or masks the number being called. |
These settings change what UCP displays; the caller ID itself still travels with the call. As explained above, they do not apply to Mobile UC.
Contact center¶
| Setting | What it does |
|---|---|
| Disable Agent State | Agents cannot change their state (for example Available or Away) from UCP. |
| Log agents out of their queues when they become unavailable | When an agent switches to an unavailable state (for example Lunch or Away), they are logged out of the queues they were in, and logged back into the same queues when they become available again. |
| Disable Queue Login Logout | Agents cannot log in to or out of individual queues from UCP. |
| Disable Queue Login Logout Group | Queue login and logout by agent group is disabled in UCP. |
| AI Assist UI Disable | Agents do not see live AI Assist captions or the CC control during calls. Audio still streams for supervisor monitoring. |
Sections and menus¶
| Setting | What it does |
|---|---|
| Disable Preferences | Agents cannot open the Preferences section in UCP. |
| Disable Missed Calls | The Missed Calls widget on the UCP home page is hidden for every agent. |
| Disable FMFM | Find Me / Follow Me settings are hidden or disabled in UCP. |
| Disable DND | Do Not Disturb controls are hidden or disabled in UCP. |
| Disable Devices section | The Devices section is hidden in UCP. |
| Disable Logout | The Logout control is hidden, so agents stay signed in to UCP. |
| Hide Desktop app link | The download link for the desktop app is hidden in UCP. |
| Hide Mobile app link | The download link for the mobile app is hidden in UCP. |
| CX Channels Full Screen | CX messaging channels open full screen instead of in a split panel in UCP. |
App¶
| Setting | What it does |
|---|---|
| Lite | UCP runs in Lite mode, with a reduced interface for simpler agent workflows. |
| Desktop App (PWA) | Whether agents can install UCP as a desktop app. Default follows the platform setting. Off also stops apps that are already installed; agents keep using UCP in the browser. Lite always keeps the app on. |
| Profile Images (From Gravatar) | UCP loads contact profile images from Gravatar, using the contact's email address. |