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Number Validation Table: The validation table allows for the creation of validation rules to ensure that the caller's number is valid. For example, if a caller's number is private or suppressed, the validation table prevents the registration of callback requests with invalid numbers, thereby optimizing the callback process by ensuring that valid contact details are available for follow-up.
Send SMS on Receipt checkbox: Upon enabling the auto callback feature, the system automatically registers callers who hang up in the auto callback queue. In addition to this, by checking the "Send SMS on Receipt" checkbox, administrators can configure the system to send an SMS to the caller when they are placed in the auto callback queue. The text of the SMS message to be sent can be customized.
SMS Validation: The validation table allows for the creation of validation rules to ensure that the caller's number is valid. For example, if a caller's number is private or a landline number, the validation table prevents the registration of the number as sending an SMS to that number would be futile.
Send SMS on Unsuccessful Callback checkbox: When a callback attempt is unsuccessful, typically due to the client not answering the call, the system can be configured to send an SMS notification to the client. This notification informs the client of the unsuccessful attempt to reach them and provides options such as trying again later or opting out by replying with the word "cancel". Administrators can customize the content of this SMS message and provide clear instructions to the caller.
Text to Stop SMS and calls: The "Text to Stop SMS and calls" field allows administrators to specify the keyword that callers should use if they wish to opt out of receiving further SMS notifications and callback attempts. The specified keyword, such as "cancel", (it could be any word of your choosing) must be used for this purpose. Once a caller responds with the designated keyword, the system acknowledges the cancellation, the system sends a confirmation message, such as "Thank you, your callback has been cancelled". Administrators can tailor the message in this field.
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Avaya ACO Embedded Client
The Embedded RC with Pop feature Allows ACO users to seamlessly integrate their telephony functions within CyDesk.
Overview of ACO Embedded RC with Pop Feature
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How to enable Embeded RC from CyDesk Manager
Open CyDesk Manager and edit the agent you would like to enable Embeded RC.
Select the “Options” tab, click on the “Embedded RC” drop down and select “With Popup”.
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Pop up Icon & Dial Pad
Click on the Pop up Icon to open the Avaya Cloud Phone within CyDesk. When using CyDesk with the embedded RC mode, the dial pad is only accessible on the pop up for dialing and selecting call menus.
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Call History, Messages & Settings
Users can also access Call History, Messages for Voice, Fax and Text, Contacts including Calender Integration and Avaya profile settings for Avaya Cloud Phone from within the Pop up.
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Setting up Audio on ACO Embedded RC with Pop
Follow the steps below to access and configure the RC Embedded Audio.
Click on pop up icon to open the Avaya Cloud Phone
Click on More Menu denoted by the 3 elipses on the Avaya Cloud Phone Header and select Settings
Click on Audio in Settings
Select the correct Output and Input devices and click on Save
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Diagnostics
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In the ‘Help’, there is a number of information that helps during a troubleshooting session.
About CyDesk Manager – Displays the CyDesk banner where you can see the software version. This must always match the CyDesk Manager version when opened on the server.
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Create Diagnostic Snapshot on Server – Instructs CyDesk Server to create a diagnostic XML file of all the system configurations and information. The XML file is named CyTrackStats plus creation timestamp and stored in the ‘Log File Path’ folder.
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