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The Agents tab is where the agents that will receive the calls can be assigned into the queue. A new agent can be added by clicking on the ‘Add’ button, and an existing one can be deleted
Queue Mode – The call distribution mode. There are 5 available options on how the calls will be distributed.
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Agent Absent Time – The time the system allows a call to ring at the agent’s phone before it is routed to another agent , and the previous agent is automatically logged out for not answering the queued call.
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Hide Caller ID – Prevents the display of the Caller ID on the Call Window in the CyDesk Client.
Auto-Record Mode – Forces call recording to start when the call is answered by the agent.
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