Configuring CCS Desk

Using CCS Desk Manager

CCS Desk 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 CCS Desk user with administrator privileges

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 CCS Desk.  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.

Name – The CCS Desk username.

Integration – The CRM / database application that CCS Desk will integrate with for this user.

Profile – The integration profile, according to the Integration mode selected.

Auto Break – CCS Desk will be placed on this break when the screensaver becomes active.

User Level – Controls the security and feature accessibility for each CCS Desk agents.

• Standard User – for agents. No access to configuration or monitoring with CCS Desk 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 CCS Desk Manager monitoring features, but access to the configuration area is not allowed.
• Administrator– full access.

CCS Record Profile – agent recording profiles. The profile is configured in the CCS Record tab.

Calendar Profile – provides presence information by integrating a calendar application to CCS Desk. 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 Sign in - 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.

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 CCS Desk.

Allow SMS Sending – If this checkbox is enabled, the user will be allowed to send SMS via the CCS SMS module. This requires a subscription to the CCS SMS 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.

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 CCS Desk Client and only agents part of the team are in CCS Desk 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.

Selected agent can have their password reset by clicking the ‘Reset Password’ button and enter the new password.

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.

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.

Speed Dials

CCS Desk 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 CCS Desk 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.

Each speed dial entry can contain up to five numbers, as shown below.

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 iPECS CCS 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

CCS Desk 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 CCS Desk 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.

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.
• SpeedDials – 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.
• SpeedDials – to open the Speed Dials panel
• Show CCS Desk– to bring the CCS Desk interface to the foreground.
• Dial Highlighted– make a call using the highlighted number. Copy to Dial must be enabled in the agent’s profile.
• CCS Q ‘Next Call’– requests the next call in the queue, even when the agent is on a break or wrap-up.

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