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Configuring CyDesk
Using CyDesk Manager
CyDesk Manager allows administrators to configure system settings in real-time. To access the configuration screen, click on ‘Options’ and select ‘Configure’. You will be required to login as a CyDesk user with administrator privileges. By default 'Administrator' password is CyTrack
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Answer – to answer a call.
Hold – to put a call on hold or unhold.
Hangup – to end a call.
Dial – to open the dial window in the Active Call panel.
Transfer – to complete the transfer.
Park – to put the call on park.
Speed Dials – to open the Speed Dials panel.
History – to open the History panel.
Break / Ready – to switch between Ready status and the Auto-Break status configured in the agent’s profile.
Speed Dials – to open the Speed Dials panel
Show CyDesk – to bring the CyDesk interface to the foreground.
Dial Highlighted – make a call using the highlighted number. Copy to Dial must be enabled in the agent’s profile.
CyQ ‘Next Call’ – requests the next call in the queue, even when the agent is on a break or wrap-up.
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How to log-in to CyDesk Manager
Below are the steps on how to launch and login to the CyDesk Manager to manage the CyDesk Client configuration and settings, as follows:
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Your Username should be displayed on the top of the window, if you are logged-in.
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CyDesk to automatically login to an extension upon start up
Right click on CyDesk shortcut, select Properties and go to Shortcut.
In the field Target add the parameters user, extension and break and "/AutoLogin".
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Then add the shortcut to the windows start up folder, so it launches the application upon log in.
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How to launch the General Settings Tab in CyDesk Manager
This article will show you a step-by-step procedure on how to launch the General Settings Tab in CyDesk Manager. This window contains the general settings of the queue type you have set up.
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This will launch the General Tab of the Configure Queue on CyDesk Manager.
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Configuring Integrations:
Configuring Maximizer Integration
When CyDesk is integrated with Maximizer, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within Maximizer etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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Database – The ODBC data source name to the Maximizer database.
Username – The name of a valid Maximizer account.
Password – The password to the Maximizer account.
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Configuring Microsoft Outlook® Integration
When CyDesk is integrated with Outlook, it provides services such as popping a contact record on an incoming call, logging the call to the journal etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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Office365 credentials with access to everyone's calendar are required to set up Calendar profile.
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Configuring Microsoft Outlook® Calendar Integration for Presence
Calendar
CyDesk can be configured to set an agents status to a break according to appointments in their Outlook Calendar. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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Log Email in History – Creates a log of the email in History
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Configuring ODBC Database Integrations
CyDesk can be integrated with any application that supports ODBC and DDE. CyDesk has the option to integrate with other applications such as Microsoft Access etc than just the applications listed in the CyDesk Manager.
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The ODBC data source, with the exact same name and configuration, must exist in each agent machines.
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CyTrack Integration for SalesForce
Salesforce
CyTrack supports integration of Salesforce CRM for Agents to perform searches and enable screen popping of caller details.
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Once the Agent logs out of CyDesk and back in again they will pick up this new setting.
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CRM Compatibility for CyDesk
Below is the CRM compatibility table for CyDesk and functions that we are capable of delivering:
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CRM Integration Matrix.pdf (80 KB)
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Configuring CRM Configurations:
Configuring CRM Configurations - ACT!
When CyDesk is integrated with ACT!, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within ACT! etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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DESK.ACT.Plugin.dll can be found in the installation folder of CyDesk, and it will need to be manually copied to the Plug-ins folder of ACT to enable the integration. Note that this integration will only work with the .NET Versions of ACT!, i.e. ACT! Version 7, 2005 etc and subsequent versions.
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Configuring CRM Integrations - Generic
CyDesk has a Generic CRM layer that simplifies the configuration and expected behaviour of the integration. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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If ‘Requires User Login’ is ticked, the Generic CRM integration window will be displayed when CyDesk client is launched. Use the credentials section to configure the correct username, password and domain. None of the other the settings are configurable from this screen.
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Configuring CRM Integrations – HEAT Help Desk Logging
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
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Log Email in History – Creates a log of the email in HEAT database.
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Configuring CRM Integrations - Goldmine®
When CyDesk is integrated with GoldMine, it provides services such as popping a contact record on an incoming call, allowing dialling of contact numbers within GoldMine etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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GM7S32.DLL
GM7TP32.DLL
GMSSL32.DLL
GMXML.DLL
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Configuring CRM Integrations – HEAT Help Desk Logging
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
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Log Email in History – Creates a log of the email in HEAT database.
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Configuring CRM Integrations - SalesLogix
When CyDesk is integrated with SalesLogix, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within SalesLogix etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
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Both CyDesk and SalesLogix must be running for this integration to work.
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Configuring CRM Integrations - Simpro
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
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Log Email in History – Creates a log of the email in SimPro database.
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Configuring CRM Integrations – Xplan
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
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Log Email in History – Creates a log of the email in the Xplan database.
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Configuring CRM Integrations - Hubspot
Configuring CRM Integrations
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CyDesk Tray Utility
From Release 21-2-3 onwards,
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There’s also an option for sound on Ring – which will enable agents to have their PC make a noise when a call is ringing rather than just ringing in their headphones
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Call Control with CyDesk
The active call window automatically appears when you are on a call. This is how you can see the information about the call, and control the call.
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 Agent can also access the list of recent calls in relation to the phone number by clicking on the magnifying glass icon in the active call window. |  |
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Call Account Codes
CyDesk supports the notion of Call Account Codes, which are used to keep track of calls made for an account.
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Do Not Call
Description
The Do Not Call feature allows Administrators to Add/ Remove/ View numbers of customers on a register who do not want to be called on the CyDesk Manager. The register is intended to regulate and minimize the number of unsolicited calls from within your country or anywhere overseas.
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Step 2: Click Delete, located on the buttons on top of the columns.
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SMS Alerts in CyCx: Enhancing Customer Experience
Use case one: Customer hangs up in the queue and will receive an SMS such as “Sorry we missed your call, we have added you to our callback in queue and will be in touch with you shortly. If you wish you to opt out, reply ‘Stop’.”
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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.
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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.
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