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 configuration area is presented in a tree/node layout which will be described in the next sections. Some nodes may not be available on your system due to insufficient software license.
Agents
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.
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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.
Other Functions
Existing agent profiles can be copied by selecting an agent to copy from and click the ‘Make Copy’ button. All settings are copied across and the new agent will be created with the name ‘Copy of X’ which can be modified further.
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Selected agent can have their password reset by clicking the ‘Reset Password’ button and enter the new password.
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Teams could also be setup in the Agents tab by clicking the Setup 'My Team' button. Agents could be added/removed in a team by clicking the left/right arrow buttons.
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An agent’s Teams setting can be copied to other agents by using the ‘Copy Teams’ button. Select the agent to copy from and highlight one or more agents to copy into.
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Speed Dials
CyDesk includes functionality for providing a list of speed dials that are available to and shared by all agents. These are managed in the Speed Dials node in CyDesk Manager under Administration node. A new speed dial can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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Each speed dial entry can contain up to five numbers, as shown below.
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Speed dials entered in this screen will become immediately available to all logged on agents, and any agents that log on in future.
Speed dials can also be entered, using a SQL script, directly into the CyTrack SQL Database ‘ctiSystemSpeedDials’ table. The ‘Reload’ button must be clicked before the agents can see them.
Example SQL script:
INSERT INTO ctiSystemSpeedDials (Name, Company, Main Phone, Mobile, Home, Other1, Other2)
VALUES (‘John Smith’, ‘ABC’, ‘1300 111 11, ‘+61 4 2321 0989’, ‘+61 7 3242 1122, ‘’, ‘’)
HotKeys
CyDesk includes functionality to allow the user to press a specific key sequence to perform actions such as answering a call, going on a break etc. The Hotkeys node within CyDesk Manager under Administration node contains a list of the keyboard shortcut profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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The check box enables the specific function, and pressing the Change button allows you to select the actual key sequence. Basic alphabets and numeric keys cannot be used as part of the key sequence e.g. A, LCTRL+A, LSHIFT+A, LCTRL + LSHIFT + A, etc.
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.
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:
You have 2 options in launching your CyDesk Manager:
Clicking on the desktop shortcut; or
Through the Start menu ► go to All Programs ► CyTrack Folder ► Select CyDesk Manager
Go to the File tab and select Login
Select the username on the drop-down menu and type in the password ► Click OK.
Your Username should be displayed on the top of the window, if you are logged-in.
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.
Log-in to CyDesk Manager. The user must have administrator rights.
2. Go to Options and select Configure.
Under Administration, select Queues
Select the Queue Type on the drop-down menu. In this guide, select 'Queue.'
Select the Queue you want to configure or view the settings.
This will launch the General Tab of the Configure Queue on CyDesk Manager.
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.
The Maximizer tab within CyDesk Manager contains a list of the Maximizer integration profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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Incoming Calls
Screen Pop Known Numbers – If the contact’s number is found in the Maximizer address book, the contact record will be opened in Maximizer.
‘Write a Note’ when answered – When an incoming call is answered, the ‘Write a Note’ window will be opened to allow agent to enter details of the call they are receiving, to be stored in the Notes section for that contact.
New Number ‘Search Company’ – If the caller cannot be identified, this option will enable Maximizer to display the ‘Search by Company’ screen.
Log Answered Calls – Generate automatic entries into the Maximizer Notes for incoming calls that are answered. These notes are formatted to appear in the Phone Log report within Maximizer. One of the fields in this report is Result. You can enter the appropriate Result Code for each of the different call types so they can be identified in the Phone Log report.
Log Unanswered Calls – Generate automatic entries into the Maximizer Notes for incoming calls that are missed. These notes are formatted to appear in the Phone Log report within Maximizer. One of the fields in this report is Result. You can enter the appropriate Result Code for each of the different call types so they can be identified in the Phone Log report.
Schedule Call Back – When enabled, a telephone call task will be scheduled to return the missed call.
Link CyRecord Files in History - When enabled, a link to the call recording file will be added to the Documents tab to allow subsequent playback of the recording.
Outgoing Calls
Screen Pop Known Numbers – If the contact’s number is found in the Maximizer address book, the contact record will be opened in Maximizer.
‘Write a Note’ when answered – When the outgoing call is answered, the ‘Write a Note’ window will opened to allow agent to enter details of the call they are making, to be stored in the History for that contact.
New Number ‘Search Contact’ – If the caller cannot be identified, this option will enable Maximizer to display the ‘Search by Contact’ screen.
Log Outgoing Calls – Generate automatic entries into the Maximizer Notes History for all outgoing calls. These notes are formatted to appear in the Phone Log report within Maximizer. One of the fields in this report is Result. You can enter the appropriate Result Code for each of the different call types so they can be identified in the Phone Log report.
Link CyRecord Files in History - When enabled, a link to the call recording file will be added to the Documents tab to allow subsequent playback of the recording.
The ‘Integration’ setting must be changed to Maximizer and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.
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Both CyDesk and Maximizer must be running for this integration to work.
Additional Client Configuration
Each CyDesk client must be configured with the Maximizer ODBC data source name, username and password. The ‘Maximizer Option’ button will be activated in the Configure section of CyDesk client, when this integration type is assigned in the agent profile.
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(CyDesk Maximizer Integration requires a ‘CYTRACKMAX’ user in the SQL with password ‘CYTRACKMAX ‘ with read only permissions to the Maximizer DB)
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.
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.
The ACT! tab within CyDesk Manager contains a list of the ACT! integration profiles. A new profile can be added by clicking on the ‘Add’ button and an existing one can be deleted by clicking on the ‘red bin’ icon.|
Incoming Calls
Screen Pop Known Numbers – If the contact’s number is found in ACT!, the contact record will be opened in ACT!. The screen pop will not occur if the users current record in ACT! requires saving.
‘Record History…’ when answered – When an incoming call is answered, the ‘Record History…’ windows will be opened to allow agent to enter details of the call they are receiving, to be stored in the History for that contact.
New Number ‘Lookup Contact’ – If the caller cannot be identified, this option will enable ACT! to display the ‘Lookup Contact’ screen.
Log Answered Calls – Generate automatic entries into the ACT! History for incoming calls that are answered.
Log Unanswered Calls – Generate automatic entries in the ACT! History for incoming calls that are missed.
Schedule Call Back – When enabled, a ‘Call’ Activity will be scheduled to return the missed call.
Link CyRecord Files in History - When enabled, a link to the call recording file will be added to the ACT! History Tab to allow subsequent playback of the recording.
Outgoing Calls
Screen Pop Known Numbers - If the contact’s number is found in ACT!, the contact record will be opened in ACT!
‘Record History…’ when answered – When the outgoing call is answered, the ‘Record History…’ windows will opened to allow agent to enter details of the call they are making, to be stored in the History for that contact.
New Number ‘Lookup Contact’ – If the caller cannot be identified, this option will enable ACT! to display the ‘Lookup Contact’ screen.
Log Outgoing Calls – Generate automatic entries into the ACT! History for all outgoing calls.
Link CyRecord Files in History - When enabled, a link to the call recording file will be added to the ACT! History Tab to allow subsequent playback of the recording.
The ‘Integration’ setting must be changed to ACT! and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.
Both CyDesk and ACT! must be running for this integration to work.
Additional Client Configuration
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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.
Configuring CRM Integrations -
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
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CRM Discovery Service – The address of the web service for authentication.
Organization – The name of the organization configured in Dynamics CRM 2011.
Credentials – This will be filled automatically according to the other settings below it.
Username – The name of the Dynamics CRM 2011 account to use.
Domain – The domain name of the Dynamics CRM 2011 account, if applicable.
Password – The password to the Dynamics CRM 2011 account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Create Callback Task – Creates a Task to remind agent of the missed call.
Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.
Outgoing Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Campaign Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Email
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Email in History – Creates a log of the email in History
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.
The Generic CRM tab within CyDesk Manager contains a list of the integration profiles to different applications. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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Name – The name of the integration profile.
Static – The integrations already supported by this layer.
DynamicsCRM2011Integration.Dynamics – Microsoft Dynamics CRM 2011 local / hosted / online.
DynamicsCRM41Integration.Dynamics –Microsoft Dynamics CRM 4 local / hosted / online.
HeatIntegration.HeatInterface - When CyDesk is integrated with Heat, it provides services such as popping a contact record on an incoming and outgoing call and so forth.
SimproIntegration.Simpro – Workforce Management application called Simpro.
XplanIntegration.Xplan – Investment Trends Planning application called Xplan.
All current built-in integration such as MSCRM, Goldmine, SalesLogix, Maximizer, ACT! will be moved to this layer in future versions. For now search for existing built in CRM integrations in the forum under each product name
Requires User Login – Enable this checkbox if local authentication is required.
The ‘Configure Integration’ button will open the next configuration screen.
Additional Client Configuration
The ‘Integration’ setting must be changed to Generic Integration and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.
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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 - 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.
The Goldmine tab within CyDesk Manager contains a list of the Goldmine integration profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
Incoming Calls
Screen Pop Existing Number – Display their Goldmine contact record if the number of the caller is known.
Use New Contact Window – A new contact window will be opened when a screen pop occurs, rather than the existing record being changed
New Number Lookup Contact - In the case that the number of an incoming call is not found in the contact database, a Lookup Contact window to be displayed.
Complete Scheduled Call – When an incoming call results in an identified contact, a complete schedule call item is opened, linked to the contact.
Complete Unscheduled Call – When an incoming call results in an identified contact, a completed unscheduled call item is created, linked to the contact.
Auto-Restore When Minimised – This option will restore the CyDesk client when an incoming call is received and minimised when the call ends.
Ignore Internal Calls – GoldMine will not pop the contact of a call that is on an internal extension.
Outgoing Calls
Screen Pop Existing Number – Display their Goldmine contact record if the number of the caller is known.
Use New Contact Window – A new contact window will be opened when a screen pop occurs, rather than the existing record being changed.
New Number Lookup Contact - In the case that the number of an outgoing call is not found in the contact database, a Lookup Contact window to be displayed.
Completed Scheduled Call – Completes a pending action for the contact.
Complete Unscheduled Call – Creates a new unscheduled call action for the contact.
Goldmine Fields to Search
This specifies the phone number fields in GoldMine that CyDesk will search for a contacts number. Additional contacts can only be searched if the SQL version of GoldMine is installed.
Goldmine History Settings
The GoldMine History Settings group together options describing what information on call history should be automatically logged into GoldMine.
For each row the ‘Log’ checkbox determines if calls of that type should be logged. The ‘Code’ box determines which history code that the event is given, and the ‘Result’ box describes the result that the history item is given.
If the ‘Callback’ check box is checked, a pending call action is automatically created. This feature should only be selected if an incoming call rings on one CyDesk agent only. Otherwise all the agents who did not answer the call will receive a missed call record and a call back scheduled.
If the ‘Campaign Name’ option is enabled for the CyCall row, when a CyCall Campaign Call is logged in the History of GoldMine, the name of the Campaign will be inserted at the start of the Reference text.
Miscellaneous
Lookup Incoming Number (DNIS) – This option tells CyDesk to use the number the caller dialled rather than the callers own number, for the GoldMine searches on incoming calls.
Start GoldMine Timer – CyDesk will start the Goldmine timer when a call begins.
The ‘Integration’ setting must be changed to Goldmine and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.
Both CyDesk and Goldmine must be running for this integration to work.
Additional Client Configuration
The following DLL files must be copied from the Goldmine program files folder to the Windows System folder i.e. C:\Windows\System32. The name of the files may differ slightly depending upon the version of Goldmine.
GM7S32.DLL
GM7TP32.DLL
GMSSL32.DLL
GMXML.DLL
Configuring CRM Integrations – HEAT Help Desk Logging
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
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HEAT DSN – The address of access HEAT.
Credentials – This will be filled automatically according to the other settings below it.
Username – The name of the HEAT account to use.
Domain – The domain name of the HEAT account, if applicable.
Password – The password to the HEAT account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.
Outgoing Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.
Campaign Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Log Email in History – Creates a log of the email in HEAT database.
HEAT Remote Integration
General Settings
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HEAT Gateway Server – The address of access HEAT Gateway Server.
Screen Pop URL – Url of Heat Application to allow screen pops
Credentials – This will be filled automatically according to the other settings below it.
Username – The name of the HEAT Remote account to use.
Domain – The domain name of the HEAT Remote account, if applicable.
Password – The password to the HEAT Remote account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in HEAT Remote.
Log Unlinked Call History – Creates a log of the call in HEAT Remote even when contact is not found in HEAT Remote.
Create Callback Task – Creates a Task to remind agent of the missed call.
Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in HEAT Remote Gateway.
Outgoing Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HTEAT database.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in HEAT Remote.
Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.
Campaign Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
Email
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Email in History – Creates a log of the email in HEAT database.
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.
The SalesLogix tab within CyDesk Manager contains a list of the SalesLogix integration profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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Incoming Calls
Display Contact if known – Display their SalesLogix contact record if the number of the caller is known.
Use New Contact Window – A new contact window will be opened when a screen pop occurs, rather than the existing record being changed
New Number Lookup Contact - In the case that the number of an incoming call is not found in the contact database, a Lookup Contact window to be displayed.
Show ‘Complete Activity’ menu screen – When an incoming call results in an identified contact, a complete activity item is opened, linked to the contact.
Show new ‘Complete Phone Call’ screen – When an incoming call results in an identified contact, a complete phone call item is created, linked to the contact.
Log Calls to History – Generate automatic entries into the SalesLogix History.
Schedule Activity for missed calls - When enabled, an Activity will be scheduled to return the missed call.
Outgoing Calls
Display Contact if known – Display their SalesLogix contact record if the number of the caller is known.
Use New Contact Window – A new contact window will be opened when a screen pop occurs, rather than the existing record being changed
New Number Lookup Contact - In the case that the number of an incoming call is not found in the contact database, a Lookup Contact window to be displayed.
Show ‘Complete Activity’ menu screen – When an incoming call results in an identified contact, a complete activity item is opened, linked to the contact.
Show new ‘Complete Phone Call’ screen – When an incoming call results in an identified contact, a complete phone call item is created, linked to the contact.
Log Calls to History – Generate automatic entries into the SalesLogix History.
Other Options
Contact Phone Fields – Tick all SalesLogix contact phone fields that will be integrated with CyDesk.
Use Account if no Contact found – When enabled, the system searches Account if there is no match with Contact.
Account Phone Fields – Tick all SalesLogix account phone fields that will be integrated with CyDesk.
The ‘Integration’ setting must be changed to SalesLogix and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.
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Both CyDesk and SalesLogix must be running for this integration to work.
Configuring CRM Integrations - Simpro
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
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SimPro URL – The address of access SimPro.
Organization – The name of the organization configured in SimPro.
Credentials – This will be filled automatically according to the other settings below it.
Username – The name of the SimPro account to use.
Domain – The domain name of the SimPro account, if applicable.
Password – The password to the SimPro account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the SimPro database.
Attach Recording – Creates a link to the call recording file in the SimPro database.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Log Unlinked Call History – Creates a log of the call in SimPro, even when contact is not found.
Outgoing Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the SimPro database.
Attach Recording – Creates a link to the call recording file in the SimPro database.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Log Unlinked Call History – Creates a log of the call in SimPro, even when contact is not found.
Campaign Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the SimPro database.
Attach Recording – Creates a link to the call recording file in the SimPro database.
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Log Email in History – Creates a log of the email in SimPro database.
Configuring CRM Integrations – Xplan
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
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Xplan Server URL – The address of access Xplan.
Credentials – This will be filled automatically according to the other settings below it.
Username – The name of the SimPro account to use.
Domain – The domain name of the SimPro account, if applicable.
Password – The password to the SimPro account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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Screen Pop – Displays the contact information when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the Xplan database.
Attach Recording – Creates a link to the call recording file in the Xplan database.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Log Unlinked Call History – Creates a log of the call in Xplan, even when contact is not found.
Outgoing Call
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Screen Pop – Displays the contact information when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the Xplan database.
Attach Recording – Creates a link to the call recording file in the Xplan database.
Ignore Internal Calls – Disables all integration features when dialing an internal destination.
Log Unlinked Call History – Creates a log of the call in Xplan, even when contact is not found.
Campaign Call
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Screen Pop – Displays the contact information when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the Xplan database.
Attach Recording – Creates a link to the call recording file in the Xplan database.
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Log Email in History – Creates a log of the email in the Xplan database.
Configuring CRM Integrations - Hubspot
Configuring CRM Integrations
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
Integration Editor
Name – The Hubspot profile name.
Integration – Select from dropdown list ‘Hubspot CRM’
Requires User Login – Leave unchecked
Configure Integration – Refer to section below
Runs in Local Mode – Leave unchecked
Configure Integration
General Settings
Access Token – Refer to Hubspot article for creating access token: Migrate an API key integration to a private app (hubspot.com). Also refer to https://cytrack.atlassian.net/wiki/spaces/CSD/pages/1935245313/Configuring+CRM+Integrations+-+Hubspot#Create-a-new-private-app-and-generate-Access-Token and https://cytrack.atlassian.net/wiki/spaces/CSD/pages/1935245313/Configuring+CRM+Integrations+-+Hubspot#Hubspot-Softphone-Integration
Credentials – This will be filled automatically according to the other settings below it.
Username – Not required
Domain – Not required
Password – Not required
The ‘Login’ button will test the credentials and advise when successful - Not required
Incoming Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Create Callback Task – Creates a Task to remind agent of the missed call.
Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.
Outgoing Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM
Campaign Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
OmniChannel
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Integration in History – Creates a log of the interaction in History
Create a New Private App & Generate Access Token
In your HubSpot account, click the settings icon in the main navigation bar.
In the left sidebar menu, navigate to Integrations > Private Apps.
Click Create private app.
On the Basic Info tab, configure the details of your app:
Enter your app's name.
Hover over the placeholder logo and click the upload icon to upload a square image that will serve as the logo for your app.
Enter a description for your app.
Click the Scopes tab.
Next, select following scopes
crm.lists.read
crm.lists.write
crm.objects.contacts.read
crm.objects.contacts.write
account-info.security.read
oauth
After you're done selecting your scopes, click Create app in the top right. You can always make changes to your app after you create it.
In the dialog box, review the info about your app's access token, then click Continue creating.
With your private app created, click Show token under your access token to reveal it.
Insert this access token to CyDesk (instead of old API Key)
HubSpot Softphone Integration
This section covers the requirements for enabling CyDesk click to dial functionality from within Hubspot.
Step 1: Create a developer account in HubSpot
If you don't already have a HubSpot developer account, sign up for one here.
Step 2: Create a an app in HubSpot
For this we need a developer account (which we created in step 1)
Once you’re set up and signed in, you'll start on the developer account homepage, where you'll have the option to create your first app or create a test account. Click “Create an app."
You can also start from the Apps dashboard using the “Create app” button.
In create app page you will two tabs i.e. App info and Auth
Next, you’ll fill out some basic information and settings for your app.
In the next tab i.e., Auth, we will get App Id which we need to copy and store
In Auth page enter redirectURL to “cytrack.io”. It is important to copy the URL exactly as in quotes otherwise the verification will fail.
At the bottom of the page to add new scopes to app, from the available scopes select crm.objects.contacts with Read access
Step 3: Install the app on customers main hubspot portal
In step 2 we created an App, now we get an OAuth URL
Copy that OAuth URL and enter it in new browser tab and install it to the customers main account.
After successful install it will redirect to redirectURL (https://www.cytrack.io/ ) and provide code in url. Copy this code and insert it into script1 file found in https://cytrack.atlassian.net/wiki/spaces/CSD/pages/1935245313/Configuring+CRM+Integrations+-+Hubspot#Script-Files.
Also update the ClientId and ClientSecret in script1.
Then execute the script1 file.
Step 4: Now generate HubSpot API key.
Go to the developer account homepage then click on Apps in top menu. It will take you to Apps page. On this click on “Get HubSpot API key”.
This will generate the Hubspost API key. Store this api key.
Step 5: Now Add SoftPhone in Hubspot
For this we need to execute the script2 file found in https://cytrack.atlassian.net/wiki/spaces/CSD/pages/1935245313/Configuring+CRM+Integrations+-+Hubspot#Script-Files.
Update App Id that we got in step 2 into script 2 file.
Update hapikey (the the api key which we generated in step 4) that into script 2 file.
Update url script 2 file to "https://server-teams-production.azurewebsites.net/hubspot-integration?url=https://server:5000" (after URL enter customers DeskWeb path)
Script Files
CyDesk Tray Utility
From Release 21-2-3 onwards,
The CyDesk pop alerts on activity have been moved to a new tray utility for anyone who has installed the client side tools (Or desk manager)
Note: Any users wishing to install the client side tools can find instructions here: https://cytrack.atlassian.net/wiki/spaces/CSD/pages/1437138949/CyDesk+User+Guide#Configuring-DeskTools
You should have an icon in your tray tools with a Cytrack logo on a white background.
If you open this it’ll launch a tray tool that will persist a notification in the bottom right of your screen if there are calls or alerts present
You can use the little cog button form the dark pane to pop the configuration pane where you select which alerts you wish to receive
Which should then get you persistent alerts in the bottom right which you can click to clear (Rather than having them disappear after a few seconds)
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
Call Account Codes
CyDesk supports the notion of Call Account Codes, which are used to keep track of calls made for an account.
When a call is active, the user can select ‘Enter the Account Code’ from the drop-down menu on the Active Call Window.
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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’.”
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."
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:
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.
