Persona App Settings for Call Controls
Updated
Customizing the call controls for agents can be done through the Persona App Manager within Sprinklr.
Sprinklr enables administrators to customize the call control experience for agents through Persona-level configurations. These settings ensure that agents see only the relevant call actions, dialer features, and workflows based on their role. All such configurations are managed within the Persona App Manager.
This article outlines how to access these settings and provides a detailed explanation of each configurable option.
Accessing Persona Settings for Call Controls
To configure Call Control settings at the persona level.
From the Launchpad, navigate to the Sprinklr Service tab.
Under Platform Modules, click All Settings.
In the left navigation pane, go to Miscellaneous → Persona App Manager.
Select the desired Persona and click Edit.
Navigate to Settings.
Expand the Voice Call section.
Note: If Voice Call is not available, click Add Configuration and add Voice Call.
Configuring App Settings
You can now configure all call control–related settings listed below.
Configuration Options
Base Settings
Entity Type - Defines the entity to be displayed when the agent lands on a page after answering a call. By default, Universal Case is selected.
Landing Page - Determines which screen the agent sees upon answering a call.
Care Console: Designed for agents (default).
Case Analytics: Typically used by Quality Managers
Supported Phone Tags - Phone numbers across teams can be tagged (e.g., internal, external).
At the persona level, you may:
Show only specific tagged phone numbers in Talk to Expert or Manual Outbound workflows
Restrict the dialer to only display numbers relevant to the agent’s team or function
When the phone tag is added to the agent profile, the phone tag will be displayed on the Agent screen when he is attempting to do warm transfer or blind transfer.
Call Event Actions
Should Open Landing Page on Accepting Call - Automatically opens the configured landing page as soon as an agent answers a call.
Should Open Landing Page on Call End - Automatically opens the landing page immediately after the call ends.
Dialer Settings
Auto Dialer Enabled Statuses - Controls whether auto-dialer functionalities are enabled for this persona.
Regex Validation for Phone Numbers (Manual Calling) - Enforces a custom regex pattern to validate manually dialed numbers.
Example: Allow only 8-digit numbers, Restrict to local numbering formats and so on. If the number does not match the regex, the agent cannot place the call.
Supported Countries for Manual Outbound Calling - Limits the dialer country list to only the configured countries.
Example: Allow agents to dial only Albania and Algeria—only these will appear in the country selector.
Call Controls Action
Remove Dialer if Single Dialer Is Shared - If only one dialer is assigned, the dialer dropdown will be hidden; the agent will use the pre-selected dialer automatically.
Disable Opening Connection Status on WebRTC Icon Click - The Connection Status details will not be visible when the agent clicks the VoIP icon.
Disable Mute Action - Hides or disables the Mute button in the Call Controls window.
Disable Hold Action - Prevents agents from placing a call on hold.
Disable View Case Action - Restricts access to the View Case button in call controls.
Disable Audio Settings - Disables the Audio Settings menu in call controls.
Disable Call Directory - Hides/disables the Call Directory panel.
Hide Recording Button - Removes the Record Call option from the agent view.
Hide DTMF Input - When a call is transferred/conferenced to an IVR, only the customer—not the agent—sees the dialpad for entering DTMF inputs.
Make Skill Selection Mandatory (Transfer/Conference) - Requires the agent to select a skill when transferring or conferencing a call.
Disable 0 Available Agents Queue Selection - Queues with zero available agents will not appear in the transfer/conference list.
Disable On-Call Agent Selection (Transfer/Conference) - Prevents selecting agents who are currently on an active call, ensuring smoother and more efficient transfers. The Disable On-Call Agents and Disable 0 Available Agents Queue Selection features in Sprinklr are designed to optimize call transfers and conferences, ensuring efficient call handling during high-volume scenarios. By disabling agents who are currently on a call or queues without available agents, this feature prevents unnecessary disruptions to both customers and agents. It helps streamline the transfer process and ensures that only available agents or queues are selected for calls, leading to better time management and resource allocation.
Remove Last Dialed Phone Number -
When enabled, after each successful call, the dialer resets the phone number field to blank.
The country code resets to default.
This prevents sensitive data exposure across users or sessions.
The setting applies to Manual Outbound, Case Outbound, and CTI Outbound.
Agent List Filter for Transfer/Conference - Allows filtering of agents shown in the transfer list based on custom field conditions. Example: Show only agents with Asset ID contains “1”.
Should Disable Hangup on Call Start - Prevents agents from hanging up immediately after answering.
Configure a Hangup Disable Time (example, 10 seconds).
The agent cannot disconnect until the timer expires.
After-Call IVR Survey - Allows selection of an IVR survey to trigger after call completion.
Applies to all agents under this persona.
The customer receives the survey.
Call Connect Beep Sound URL - Upload a custom beep audio file to the DAM and specify its URL here to customize the call connect sound.
Disable Focus on Accept Call - Prevents the Accept Call popup from taking automatic focus on inbound calls.
Hide Call Controls Label - Hides the Call Controls label on the interface. Commonly used for supervisors who only monitor calls rather than interact with them.