Configure Contact Connect so agents handle calls efficiently while customers experience shorter wait times and clearer communication.
Quick Start
1. Open Settings in Storable CRM and select Contact Center Configuration.
2. Configure core voice settings — timeouts and agent status behavior — in the Voice section.
3. Turn on callbacks, customize hold music, and adjust dashboard visibility, then click Save to apply changes.
Access Contact Connect Settings
As an administrator in Storable CRM, click the Settings (A) icon to open system configurations.
From the configuration menu, select Contact Center Configuration (B) to access Contact Connect settings.
Configure Voice And Notification Behavior
Blue – On Call
Green – Ready (available to take calls)
Yellow – Cooldown (temporarily unable to take calls)
Red – Inactive statuses such as Lunch or Break
Voice – If Video Calls are enabled, this section reads “Voice & Video Calls,” and settings (C) through (I) apply to video calls as well.
Set Agent Inactivity Timeout (C) to control how long an inactive agent remains logged in before their status is automatically set to Offline. This helps prevent callers from waiting in queues when no agent is actually available. If an agent’s Inactive status exceeds the configured time, their status is automatically set to Offline, but they remain logged in.
Set Agent Cool-down (D) to define how long agents stay in Cool-Down status after ending a call. Use this to give agents time for documentation or a short break before returning them to Ready status.
Set Cascade Timeout (E) to determine how long an agent has to answer before the call is offered to the next available agent. The default and recommended best practice is 15 seconds.
Enable Set Inactive After Cascading (F) to automatically change an agent’s status to Inactive when they do not answer a presented call and it cascades to another agent. This prevents additional calls from routing to agents who may not actually be available and requires them to manually set their status back to Ready.
Enable Set Inactive After Call Reject (G) to automatically set an agent’s status to inactive when they reject a call. Agents must then manually set their status back to Ready to resume receiving calls.
Enable Hide Queue Name On Inbound Call Notification (H) if you want to remove the queue name from the call notification. This is not recommended because queue information (for example, language-based queues) can be very helpful to agents. Use this only if you are concerned about agents selectively accepting calls based on the queue.
Enable Hide Caller Type On Inbound Call Notification Alert (I) if you want to remove the caller type (Lead, Customer, or Previous Customer) from the notification. This is not recommended, as caller type helps agents prioritize and personalize interactions. Use this only if you are concerned about agents selectively accepting calls based on caller type.
Configure Callback Options
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Use the Callbacks Toggle Switch (J) to turn Storable CRM’s callback feature on or off. When enabled, callers can press 8 to request a callback instead of waiting on hold. When an agent becomes available in the selected Callback Queue (K), the callback is presented, and the system connects the agent to the original caller. If you use callbacks, ensure your queue holds music or a message instructs callers to press 8 for a callback.
In the Callback Queue (K) dropdown, choose which queue (group of agents) should receive callback tasks. Most teams select Same as Inbound Call. If your queues are organized by language, using Same as Inbound Call helps ensure callbacks are handled in the correct language.
Configure Callback Expiration Time (L) to define how long a callback event remains in the Callback Queue (K) before it is canceled if no agent accepts it.
Enable Always Display To Live Agents (M) so that live agents assigned to the callback queue always see available callback tasks. This is the default behavior if you do not change the setting.
Configure Only Display To Live Agents From (N) to define a time window (in UTC) when callbacks are presented to agents. Set both a start and an end time. Outside this window, active callbacks remain in the queue and wait until the next start time before being routed to agents.
Use a UTC Time Zone Converter to help determine your time window
Upload Custom Hold Music
Open Select Hold Music (O) to view and choose from available audio files that play when callers are placed on hold by Storable CRM users. If you do not customize this, the default music plays automatically.
Click Preview Your Selected Music (P) to listen to the currently selected hold music and confirm it matches your expectations.
Click Download Your Selected Music (Q) to save the selected audio file to your computer, for example, to reuse it in other systems or share it with stakeholders.
Use Upload New Music (R) to add a new mp3 audio file (under 8MB) for hold music. Drag and drop the file into the upload area, or click Browse to select it from your computer. After upload, choose the new file in Select Hold Music (O) so that it plays for callers.
Control Dashboard Visibility
Enable Hide "Agent Status & Performance" Section And "Open Call Center Dashboard" Link From Agents (S) to restrict agents from seeing the in-app Agent Status & Performance Dashboard and the link to the Call Center Dashboard. This is generally not recommended because these dashboards help agents monitor performance and staffing coverage.
Enable Hide "Open Call Center Dashboard" Link From Non-admins (T) to hide the Call Center Dashboard link from all users except system administrators.
Save Your Configuration
When you finish updating Contact Connect settings, click Save (U) to apply your changes to the Contact Center.