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System Settings

Overview

The System Settings allow administrators to configure key platform features that control call handling, data management, and system behavior. From this section, administrators can manage Call Recording Control, configure whether calls are answered on the first Bot or AI Agent response, and set the Data Retention Period for stored information. These settings ensure consistent system operation, compliance with policies, and efficient handling of conversations.

Go to Automation AI > App Settings > Advanced Settings > System Settings to access and configure these functionalities.
System Settings Page

Call Recording Control

By default, Contact Center AI records all voice interactions. Administrators can disable call recording for all voice interactions.

Steps to disable Call Recording Control:

  1. Click Call Recording Control.
    Call Recording Control

    Turn off the toggle to disable call recording for all voice interactions. Call Recording Control Disabled

Answer Call on First Bot/AI Agent Response

The feature plays a dial tone to the caller if there is a delay before the AI Agent delivers its first response on inbound calls. This improves the caller experience by indicating that the call is still connected, preventing confusion or the impression of a dropped call. Administrators can enable or disable this behavior using a configuration flag.

Steps to enable Answer Call on First Bot/AI Agent Response:

  1. Click Answer Call on First Bot Response.
    Answer Call on AI Agent Response

  2. Turn on the toggle to enable the functionality.
    Answer Call Enabled

    When calls transfer from an existing telephony provider to Kore, a connection event triggers once the call connects and the bot begins responding. In rare cases, the AI Agent’s response may be delayed due to processing or latency. This setting sends the connection event only when the AI Agent’s first response plays and plays a dial tone in the meantime, keeping callers engaged.