Channel Settings

The concept of channel is used to define a higher level of system settings than the queue. In channel settings, you can:

  • Define settings that determine certain contact center behavior.

  • Enter a Python customizer code into your system.

  • Configure channel-level settings that define the general system behavior.

    The defined settings are inherited from the channel level to the queue level. You can also define some of the channel settings at the queue level. These settings are marked with an asterisk (*) in the queue settings. An empty field or the option Not Defined in the queue settings means that the setting follows the channel setting. If you define the value at the queue level, it overrides the channel setting for this queue.

The image below describes the relation between channels, queues, and extensions.