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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 and ACO Desktop 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
Diagnostics
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In the ‘Help’, there is a number of information that helps during a troubleshooting session.
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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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Setting up an ACO Desktop App:
Access CyDesk:
Launch the CyDesk application.
Click on the RC pop-up icon.
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Navigate to Settings:
Upon clicking the pop-up, the dialing pad interface will appear.
Locate and click on the cogwheel icon to access settings.
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Access Calling Settings:
Within the settings menu, locate and click on "calling".
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Select Call Source:
In the calling settings, find the drop-down list that allows to make and receive calls using the computer's microphone and speaker.
By default, the setting might be configured to use the browser for calls.
Change it to "Avaya Cloud app" from the embedded browser option.
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Save Settings:
After making the change, click on the "save" button.
A prompt will appear to confirm the settings have been saved and to make sure that you have the Avaya Cloud Desktop Application is installed on your computer.
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Launch Avaya Cloud Desktop App:
Locate the Avaya Cloud Desktop Application icon on your computer's desktop or in the applications menu.
Double-click to launch the application.
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Log In and Initiate Calls:
Enter your credentials to log in to the Avaya Cloud Desktop Application.
Once logged in, you are ready to start receiving and making calls using the ACO Desktop App.
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Suggested Reading:
CyDesk User Guide
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