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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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The Agents tab maintains the list of usernames for CyDesk. A new agent profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
By default the list is sorted by agent names in alphabetical order. You can change the sort method of this list by double-clicking on the column names.
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Name – The CyDesk username.
Integration – The CRM / database application that CyDesk will integrate with for this user.
Profile – The integration profile, according to the Integration mode selected.
Auto Break – CyDesk will be placed on this break when the screensaver becomes active.
User Level – Controls the security and feature accessibility for each CyDesk agents.
Standard User – for agents. No access to configuration or monitoring with CyDesk Manager. Unable to manage conference rooms, silent monitor, Send Notes or change other users’ status.
Supervisor – for team leaders. Able to Send Notes or change other user’s status. Full access to CyDesk Manager monitoring features, but access to the configuration area is not allowed.
Administrator – full access.
CyRecord Profile – agent recording profiles. The profile is configured in the CyRecord tab.
Calendar Profile – provides presence information by integrating a calendar application to CyDesk. The profile is configured in the Calendar tab
Hotkey Profile – the keyboard shortcut profile enabled / disabled for the agent. The profile is configured in the Hotkeys tab.
Mobile – Can be used to store the mobile phone number of the agent.
Home – Can be used to store the home phone number of the agent.
Other1 – An alternative phone number the agent may be contacted on.
Other2 – A second alternative phone number the agent may be contacted on.
IM Type – The Instant Messaging application to integrate with. Currently supported options are Windows Messenger or Office Communicator.
IM Signin - The email address entered here is used to identify the agent into the IM application.
Enable ‘Copy to Dial’ – When phone number is highlighted with the mouse then copied a screen will be displayed asking if you wish to dial that number.
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Confirm Before Dialling – Prompts for confirmation before dialling.
Leave Number in Clipboard – Leaves the number in the clipboard so it can be copied as a speed dial for future use.
Disable Manual Numbers – Disables the manual dialling of numbers using the ‘Dial Another Number’ option within CyDesk.
Allow SMS Sending – If this checkbox is enabled, the user will be allowed to send SMS via the CySMS module. This requires a subscription to the CySMS service.
Show Queued Calls – Allows the user to see calls waiting in their queues. This is useful for monitoring the queues, particularly for supervisors to be able to route those calls to other places.
Skill Set – This option allows skill sets and skill levels to be added to the agent, with level 1 (beginner) to 5 (expert).
Queues – This list the queues the agent is assigned to.
Individual Wrap-up Time – custom wrap-up timer for each agent. Wrap-up is activated at the end of each call and overrides any wrap-up configuration in queues or completion codes.
Allow login/out of specific queues – when this option is enabled, agents can choose to add / remove themselves from queues that they are assigned to.
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Maximum Chats – This option allows the number of maximum chats to be set.
Allow send/receive notes for anyone – This options allows the agent to send and receive notes from anyone.
Only see ‘my team’ - This option disables editing the team in the CyDesk Client and only agents part of the team are in CyDesk Client.
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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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| When an incoming call is received externally or internally, CyDesk will be displayed. It also shows the name and company of the person if CyDesk is integrated to a contact database e.g. MS Outlook or MS Dynamics. When CyCC system is used, agents will also be able to see the name of the queue for that http://call.To answer the call, click on the ‘Answer’ button. |
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Hang-up
| Once the call is answered, to end the call click the ‘Hang-up’ button |
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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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The user will then be prompted to enter an account code, which will be stored against that call in CyReport. |
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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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Auto Callback and SMS Alerts in
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CyCX: Enhancing Customer Experience
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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’.”
Use Case two: Customer has selected callback in queue while awaiting an agent, the customer hangs up and will receive and sms such as “Thank you for using our callback in queue feature, one of our agents will ring you shortly. If you wish you to opt out, reply ‘Stop’.”
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Callback scheduling notification: Informs them of their status and assures them of an impending callback.
Client-side flexibility: Clients can opt out of the callback by replying to the SMS with a customizable keyword.
Administrator control:
Triggering events: Specify situations that trigger SMS notifications, such as failed callback attempts or meeting defined criteria.
Tailored notifications: Customize triggers and personalize message content to fit specific needs.
Benefits:
Improved customer experience
Leverage abandoned calls
Increased operational efficiency
Enabling and Configuring the Auto Callback Feature with SMS Notifications
Enabling Auto Callback:
Set Callback Queue:
Right-click the desired queue and select "Edit."
In the queue configuration interface, navigate to the "Auto Callback" tab under "Other."
Choose the specific auto callback queue for SMS notifications.
Auto Callback Features:
Alerted by Abandoned Calls:
When a caller waits without assistance and presses 9, they are automatically added to the callback in queue. (CBIQ)
Hanging up also triggers auto callback registration, capturing potential lost business opportunities.
Callback Tab in Campaign:
A dedicated "Callback" tab facilitates configuring SMS notifications for callers who opt for a callback or drop out of the queue.
Configuring Callback Settings:
Access Callback Configuration:
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Auto Callback Feature
In the fast-paced world of customer service, every interaction counts. However, it is difficult to retain callers who hang up while waiting in the queue, resulting in missed opportunities. The Auto Callback feature reduces disappointments and is a game-changer in enhancing customer engagement and satisfaction.
Use Case one:
Consider a scenario where a customer hangs up while waiting in the queue. With Auto Callback, they are seamlessly added to the callback queue, ensuring their query is addressed promptly.
Use Case two:
Now imagine a customer who has selected the callback in queue option but decides to hang up before speaking to an agent. In this case, Auto Callback ensures that the customer receives a prompt callback without any hassle.
Description:
The Auto Callback feature offers a dynamic solution to the challenge of managing dropped calls effectively. Administrators can leverage this feature to automate callback scheduling, ensuring that customers are promptly contacted after hanging up in the queue.
How it Works:
Auto Callback simplifies the process of scheduling callbacks for customers who abandon calls while in the queue. Here’s how it operates:
Seamless Callback Integration: Customers who hang up while waiting in the queue are automatically added to the callback queue, ensuring their queries are addressed promptly.
Effortless Customer Experience: Customers who opt for the callback in queue option are assured of receiving a prompt callback, eliminating the need for them to take any additional steps.
Administrator Control: Administrators can customize callback scheduling parameters to meet specific business needs, ensuring efficient management of customer inquiries.
SMS Alerts in CyCX
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’.”
Use Case two: Customer has selected callback in queue while awaiting an agent, the customer hangs up and will receive and SMS such as “Thank you for using our callback in queue feature, one of our agents will ring you shortly. If you wish you to opt out, reply ‘Stop’.”
Description:
The SMS Alert feature in CyCX empowers administrators to automate SMS notifications based on specific triggers within the system. This functionality ensures efficient communication with customers while offering control and flexibility in managing communication preferences.
How it works:
This feature automatically schedules callbacks and sends SMS notifications to clients who abandon calls after waiting in the queue. Whether the wait was short or prolonged, clients receive:
Callback scheduling notification: Informs them of their status and assures them of an impending callback.
Client-side flexibility: Clients can opt out of the callback by replying to the SMS with a customizable keyword.
Administrator control:
Triggering events: Specify situations that trigger SMS notifications, such as failed callback attempts or meeting defined criteria.
Tailored notifications: Customize triggers and personalize message content to fit specific needs.
Benefits:
Improved customer experience
Leverage abandoned calls
Increased operational efficiency
Enabling and Configuring the Auto Callback Feature with SMS Notifications
Enabling Auto Callback:
Set Callback Queue:
Right-click the desired queue and select "Edit."
Access and adjust callback settings in the "Callbacks" tab.
Callback Campaign Features:
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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.
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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.
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In the queue configuration interface, navigate to the "Auto Callback" tab under "Other."
Choose the specific auto callback queue for SMS notifications.
Auto Callback Features:
Alerted by Abandoned Calls:
When a caller waits without assistance and presses 9, they are automatically added to the callback in queue. (CBIQ)
Hanging up also triggers auto callback registration, capturing potential lost business opportunities.
Callback Tab in Campaign:
A dedicated "Callback" tab facilitates configuring SMS notifications for callers who opt for a callback or drop out of the queue.
Configuring Callback Settings:
Access Callback Configuration:
Right-click the callback associated with the chosen queue and select "Edit."
Access and adjust callback settings in the "Callbacks" tab.
Callback Campaign Features:
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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 a landline numbersuppressed, the validation table prevents the registration of the number as sending an SMS to that number would be futilecallback requests with invalid numbers, thereby optimizing the callback process by ensuring that valid contact details are available for follow-up.
Send SMS on Unsuccessful Callback Receipt checkbox: When a callback attempt is unsuccessful, typically due to the client not answering the call, the system can be configured 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 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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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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Smart Callback Filter (SCF)
Overview
The Smart Callback Filter (SCF) is feature designed to streamline call management and enhance customer service efficiency. By intelligently filtering and eliminating duplicate callback requests, SCF ensures that customer calls are handled in the most efficient manner, especially in high-volume or after-hours scenarios.
Use Case One: Efficient Handling of Repeated Calls
A customer, in an attempt to reach support, makes multiple calls to the queue without getting through to an agent. Using the Auto Call Back feature each attempt automatically triggers a callback request. With SCF, only the first request is registered, preventing duplicate callbacks and optimizing agent workload.
Scenario:
Customer calls the support queue and opts for a callback.
Customer hangs up and calls again, repeating this several times.
SCF registers only the first callback request, ensuring the customer receives a single callback, thus preventing any frustration or confusion from multiple calls.
Use Case Two: Preventing Duplicate Callbacks in High-Volume Periods
During peak times, a significant increase in call volume leads to many customers opting for callbacks. SCF intelligently identifies and filters duplicate requests from the same number, ensuring each customer is scheduled for just one callback.
Scenario:
Several customers call into the support queue during a peak period, with some making multiple callback requests.
SCF detects and filters out duplicate requests from the same phone numbers.
Agents are then able to manage callbacks more efficiently, focusing on reaching out to each customer without handling multiple calls to the same number.
Description
SCF leverages advanced algorithms to identify duplicate callback requests within a campaign, ensuring that customers are not overwhelmed with multiple callbacks for the same query. This feature is crucial for maintaining operational efficiency and improving customer satisfaction by addressing their concerns promptly and effectively.
Benefits
Improved Customer Experience: By eliminating repeated callbacks, SCF ensures a smoother and more satisfactory interaction for customers.
Leverage Abandoned Calls: Converts potential missed opportunities into a single, effective callback, thereby capturing and retaining customer interest.
Increased Operational Efficiency: Streamlines the callback process, allowing agents to focus on delivering quality service rather than managing excessive callback requests.
Setting Up the Smart Callback Filter
Enabling SCF:
Access Queue Settings:
Navigate to the queue settings and right-click on the desired queue and select "Edit."
Configure Callbacks:
Within the queue configuration, locate the "Callbacks" section, check the “Don’t add if already in this campaign” box and select the appropriate completion code to avoid adding duplicate numbers in the Call Back in Queue for agents.
For example in the campaign view below the second duplicate call has been automatically completed by SCF.
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Callback Assurance System (CAS) & After Hours Call Management System
Overview
The Callback Assurance System (CAS) is tailored to enhance customer service efficiency, especially for businesses operating across various time zones or requiring round-the-clock support, such as the hospitality industry. CAS ensures that every customer call, regardless of when it's made, receives the attention it deserves, seamlessly bridging the gap between customer expectations and service availability.
Use Case One: Direct Callback Registration
A customer contacts a hotel booking platform to inquire about a booking but reaches the service outside normal operation hours. Unable to connect with an agent immediately, the customer is presented with the option to request a callback. Once confirmed, a callback is registered and CAS can be configured to send an SMS to the customer: "We've received your request and will call you back shortly. To cancel, reply 'STOP'."
Use Case Two: After-Hours Callback Handling
When an agent receives a call during after-hours but is unable to answer it (i.e the agent does not press1 to accept the call after the call is answered or the call rings out for 20secs), the customer can leave a callback request. The assigned after-hours agent will receive the customer's callback number via text message and can return the call. Upon successfully making the callback, the system removes the customer's number from the callback queue and marks it as completed by an agent. (Call back needs to happen on from Avaya IX Workplace app on the mobile to remove the customers number from call back).
Use Case Three: Agent-Aided Callback Decision
An agent, upon receiving a call notification through CAS, is prompted to press 1 to accept the call. This action (of pressing 1) can also trigger the call to start recording. If the agent is in an environment not conducive to a professional call (e.g., a noisy background), choosing not to respond or pressing another key reroutes the call to the callback queue. If SMS service is configured, the customer is then informed via SMS: "Your call is important to us. We'll reach out to you soon. Reply 'STOP' to cancel the callback."
Description
CAS intelligently handles incoming calls by offering a callback option when immediate connection with a service agent is not possible. This feature is crucial for service-oriented businesses, ensuring that customer inquiries are addressed promptly, even outside traditional working hours. Upon opting for a callback, customers are reassured with an SMS notification, confirming their request, and providing peace of mind.
How It Works
The Callback Assurance System employs sophisticated logic to manage customer calls effectively:
Callback Scheduling Notification: Automates the notification process to inform customers of their callback status, ensuring transparency and reliability.
Client-Side Flexibility: Allows customers to easily opt-out of the callback service with a simple SMS command, providing control over their communication preferences.
Administrator Control:
Triggering Events: Administrators can define specific triggers for sending out SMS notifications, adapting the system to various operational scenarios.
Tailored Notifications: Customizable SMS templates enable personalization according to the business's tone and customer service strategies.
Supervisor Control:
Remote Mobile Login/Logout: Supervisors can manage agent availability during after-hours by remotely logging agents in or out on their mobile devices, ensuring that calls are directed to the right agents at the right times.
Supervisor-Controlled Remote Mobile Login
The CAS includes a feature that allows supervisors to manage after-hours call handling effectively:
Remote Agent Login: Supervisors can log in to the system after hours to manage agent availability. If a customer calls and needs to speak to someone, the call can be directed to an after-hours queue. The supervisor can then log in an agent remotely to ensure the call is handled.
For instance, if the supervisor knows that "Cytrack" is scheduled to handle after-hours calls:
1. They can search for Cytrack in the system.
2. Click the three lines.
3. Select the option for remote mobile login, and ensure that Cytrack's mobile device receives the after-hours calls.
This setup remains active until the agent's roster period ends.
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Remote Agent Logout: Once the agent's after-hours shift is over, the supervisor can remotely log out the agent, using the same steps to login the agent but instead of login they can select log out agent option. This ensures that Cytrack will no longer receive after-hours calls, effectively managing agent availability and preventing unnecessary disruptions.
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Benefits
Enhanced Customer Experience: CAS guarantees that customers receive timely support, significantly improving their interaction with the business.
Optimization of Missed Calls: By converting potential missed opportunities into scheduled callbacks, businesses can maintain engagement with their customers.
Streamlined Operations: Automates the management of incoming calls during peak times or outside standard hours, optimizing resource allocation and agent productivity.
The Callback Assurance System is a strategic addition to businesses like the hospitality industry, where customer satisfaction is paramount. CAS not only ensures efficient call management but also reinforces the company's commitment to exceptional service delivery.
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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.
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
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.
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