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Thirdlane

Preferences

Preferences hold the platform-wide policies and defaults that apply to the whole installation - update behavior, how long different kinds of records are retained, database performance options, and the top-level switches that govern Thirdlane Connect features. These are the highest-level settings on the system: where a switch here is off, the feature cannot be turned on for any tenant or user beneath it.

Note that telephony-specific defaults are configured separately in Default Values.

Generally you don’t have to do anything here as preferences are initialized to recommended default values after the installation. Some options may need to be changed for the older installation.

Enable system status check. Occasionally, a system update may be required to fix a critical issue. This option enables daily system status check.

Allow automatic system updates. This option enables automatic updates when required.

Store Voicemail in database. Controls whether Voicemail messages will be stored in the database, or as files on the file system.

Maintain Change Log. Controls whether changes made via Configuration Manager will be tracked and the history of changes will be available to system administrators.

Thirdlane Connect debugging. Controls whether Thirdlane Connect users will be allowed to manage logging and debugging on their devices.

Allow use of External Queue Members. Selecting this option will allow use of External Queue Members - i.e. route queue calls to connected PBXs registered as Queue Members. See Queues for more details.

Extensions Based Ring Groups. Extensions Based Ring Groups may be deprecated in the future. Please use Device Based Ring Groups where possible. See Hunt Groups for more details.

Allow oversubscription when specifying tenant limits. Oversubscription allows you to specify tenant limits limited only by your license irrespective of limits specified for other tenants. Note that oversubscription may result in errors when tenant administrators create new objects (like User Extensions) and exceed your total license limit.

Service Address. The host name users connect to. It is used in email templates as ${SERVICE_FQDN} and in invitation links. Set this whenever the system sits behind a proxy or load balancer, where the server’s own host name is not the address users can actually reach - otherwise links in Email Templates point somewhere unreachable. Leave empty to use the server host name. It is also the domain the default sender address is built from, so changing it changes who system email appears to come from unless an address has been set explicitly in Email Delivery.

Maximum date range. You can specify a range (in days) that users will be limited to when accessing CDR, and CDR and Call Center Reports. This is useful to prevent excessive load on the system.

Keep CDR records for. You can specify for how long to keep CDR records for. For multi-tenant system you can override this value for each tenant.

Keep Queue Log records for. You can specify for how long to keep Queue Log records for. For multi-tenant system you can override this value for each tenant.

Keep Voicemail for. You can specify for how long to keep Voicemail recordings for. For multi-tenant system you can override this value for each tenant.

Keep Recorded Calls for. You can specify for how long to keep call recordings for. For multi-tenant system you can override this value for each tenant.

Keep Change Log records for. You can specify for how long to keep Change Log records for. For multi-tenant system you can override this value for each tenant.

Keep Sign-in History for. Retention of sign-in sessions, failed login attempts, and SIP registration history, reported by Users and Access. These records carry source addresses and device information, which is personal data in most jurisdictions, so this is the retention period to set against your policy rather than to the maximum available.

Keep Feature Usage History for. Retention of the daily feature usage counters, also used by Users and Access. These are plain counters with no address or device data, so they can safely be kept far longer than sign-in history - long enough to show multi-year adoption trends. The two periods are deliberately separate for that reason.

Keep Reporting Data for. Retention of the pre-aggregated reporting summaries described in Call Logs Database.

Keep Sync Data for. Retention of the synchronization queue, history and command logs used to keep multiple servers in step. Relevant on clustered deployments; harmless elsewhere.

Partition CDR. Selecting “Partition CDR” (if it is shown as “No”) will partition ‘cdr’ database table by month to improve performance. Partitioning is enabled by default for newer installations.

Partition Queue Log. Selecting “Partition Queue Log” (if it is shown as “No”) will partition ‘queue_log’ database table by month to improve performance. Partitioning is enable by default for newer installations.

Partition Recordings. Selecting “Partition Recordings” (if it is shown as “No”) will partition ‘recordings’ database table. Partitioning is enabled by default for newer installations.

Thirdlane Connect

This section controls platform-wide policies for Thirdlane Connect features. These are top-level policies — when a feature is disabled here, it cannot be enabled at the tenant or user level.

Multi-login policy. Platform-wide multi-login policy. When disabled, no tenant or user can enable multi-login — it is turned off for all tenants and all user extensions across the platform. When enabled, each tenant can control multi-login independently for their users. Multi-login is always automatically disabled for users who are members of contact center Queues.

Important: Disabling the multi-login policy will immediately turn off multi-login for all tenants and all user extensions across the platform.

Omnichannel Messaging. Controls whether omnichannel messaging functionality is available. Disabling this will turn off messaging for all tenants.

Video conferencing. Controls whether video conferencing (Meetings) is available in Thirdlane Connect. This is the platform-side switch for the optional Meetings feature; when it is off, Connect users see voice calls only.

Direct calling. Controls whether direct calling functionality is available in Thirdlane Connect.

Best practices

  • Set retention periods to match your compliance and storage needs. Longer retention of CDR, Queue Log, Voicemail, Recorded Calls, and Change Log data aids auditing but consumes more storage; shorter retention saves space. Multi-tenant systems can override these per tenant.
  • Keep partitioning enabled. Partitioning the cdr, queue_log, and recordings tables by month keeps large deployments performant; it is on by default for newer installations.
  • Use Maximum date range to protect performance so users cannot run reports across unbounded time spans.
  • Treat platform switches as master controls. Disabling multi-login, omnichannel messaging, video conferencing, or direct calling here immediately turns the feature off everywhere - change these deliberately.