CyDesk User Guide

Table of Contents

Introduction

This document presents an overview of CyDesk. The CyDesk client is a web based CTI interface which brings additional contact centre functionality to each agent’s desktop.

Being an HTML browser based application, users of the software can log in into (and operate most functions of) CyDesk without having to install any software locally on their workstations. In addition, if CyDesk is deployed in the cloud, users can login from any location via the internet.

Features new to CyDesk

_{Note: many features depend on being configured in CyDesk Manager by your Administrator and/or availability in your PBX hardware}

Outlook CRM and Exchange Calendar system integration into the CyDesk Client

Link your local Microsoft Outlook contacts data straight into your CyDesk client. Very useful for users who have built up a valuable list of contacts in Microsoft Outlook over the years.

Conference Call

Bring in more than two parties on the call at once.

Park Call

Park calls and retrieve them from another extension.

Add Notes to a Call

The Edit Call Information feature enables agents to add notes to a call which will display as part of the call and transfer with a call to other agents.

Call Forward Profile

This is a feature where you can set Call Forwarding or DND status.

Silent Monitor

This is a feature in CyDesk allowing supervisors to listen to agents conversations without disturbing them.

ACD Support

If your PBX has ACD support and it's configured to ACD groups you have simple and affective ways to monitor this in CyDesk Web.

Twinning

This is a feature in some PBX models where you can have more than one handset or station, or device associated with your agent's extension and transfer between devices by parking a call.

Call History: - Show All or Filter by Category

Agents are now able to view their Call History listings in two primary modes; Date based and Category based. If an Agent chooses ‘Date’, calls are listed chronologically, most recent first. If an Agent chooses Category based listings, the Agent is also presented with the choice of which category? Inbound, Outbound, or Missed Calls?

Call History: - View the Call History of other Agents

Agents can view the Call History of other Agents, if they’re configured to have that permission. Please Note: Certain Agents can also be configured to have their Call History made unavailable for anyone else to see. For example, a Company Owner might wish to see the Call History of his employees but not vice versa. The configuration options for these features exist in CyDesk Manager, the central Administration portal.

Busy Agents: - Hover to View who they’re in a call with.

A highly useful feature which enables users to see at glance which Agents are on a call with.

Search for “everything” in Agents and Extensions by using blank search fields

List all Agents in your phone system by searching with blank criteria. This also applies for extensions. Quickly find and route a call to any Agent without needing to know their extension. Very useful in large call centers.

Select All from a Search Listing and “bulk add” to your Favourites

After performing a search, from the returned list it’s possible to “select all” and this will allow you to “bulk add” items to your favorites.

“Click to Dial” for Google Chrome

“Click to Dial” allows users of Google Chrome (with plugin installed) to open any web page and phone numbers displayed on that page will be underlined. Click on a number and CyDesk Web will populate your CyDesk Web Dial Pad allowing you to make a call straight from a web page.

How to Login or Logout to/from CyDesk

Logging in to CyDesk

1. Open CyDesk(we recommend using the Chrome Desktop App mentioned above)

2. Enter your username (this will be your Agent name setup in CyDesk Manager by your Administrator)

3. Enter your CyDesk Agent password (if required, the default is blank)

4. Click Sign In

5. Select the extension which is normally associated with your desk phone

6. If you want to go to break straight after signing in, select “break” as well

7. Click submit

8. If login is successful, then it will open the default page

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First Time Users: Accessing the CyDesk client

1. Your local IT Administrators will provide the relevant CyDesk URL for you

2. Open your provided site URL in any web browser of your choice

3. For example, a working URL to bookmark might be http://10.1.1.177:5000/

4. Note: You might want to save your CyDesk URL as a regular bookmark

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Chrome Users: Creating a Desktop icon link

The goal in this section is to help Chrome users create a permanent desktop app which specifically opens CyDesk. You can resize your CyDesk App to be any size and location, and those settings will operate independently of your normal Chrome browser.

1. “Create the page as a desktop application” which lives as a Shortcut on your Desktop

   1. In Chrome, Go to Menu > Cast, save and share > Install page as App

   2. Enter the name e.g. “CyDesk Web”

   3. Tick “Open as Window”

   4. Click Install Page as app

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2. Go to your Desktop and double click the “CyDesk Web” icon

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3. It will open CyDesk Web in a new browser window (without your typical address bar)

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4. In your Task bar at the bottom of screen, “Right click” on the icon in your Task bar which identifies CyDesk Web, and select “Pin this program to taskbar”. Doing this last specific step will store CyDesk Web as a permanent link on your Task Bar which you can open at any time.

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5. You should now be able to open CyDesk Web from both the icon in your Task bar and from the shortcut icon which was loaded on to your desktop

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Chrome Users: How to allow Notifications

(CyDesk is designed to use Notifications. They bring useful information to an Agent’s attention on an “as needed basis” in real time.) Open a Chrome browser

• In the top-right corner, click the menu icon:

• Click Settings and go to “Default browser”

• Make sure that Chrome is your default browser – if not then click on “Make Google Chrome the default browser”

• Click Show advancedon the URL tab

• Click allow Notifications

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Chrome Users: Installing the Click to dial plug-in

Navigate to the Chrome Web Store (https://chrome.google.com/webstore ) and search for ‘CyTrack’ and select ‘add to Chrome’.

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You will be prompted with an authorisation request to permit the extension to read content on websites you visit. This is required to recognise telephone numbers and enable the click to dial functionality. 

Once installed, you will notice the extension icon within the Chrome extension bar. As a one-time configuration, provide the following information;

• Desk Web URL – the URL address of the CyDesk gateway. i.e. http://mydeskwebserver.com:5000

• Prompt before dialling in DeskWeb – enable this feature if you wish to be prompted to dial, alternatively the extension will dial the applicable number with a single click

• Show phone icon – disabling this option will remove a ‘phone’ icon that is displayed beside the detected phone number

• Block URL – enter the web URL of any specific site that you require the Desk Web dialler to not function on. Multiple URL addresses can be entered, one entry at a time. 

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Once the extension options have been saved and configured, you will need to log out of CyDesk Web, and log back in for the dialer to work. Phone numbers will then be underlined indicating they can be clicked and CyDesk Web will dial them, as per the below example:

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Alerts and Dial Bar

The Alerts and Dial Bar is located on the top bar for quick access.

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Alerts

The Alert option notifies you of.

The Dial Bar opens up a dial pad to enter the number to make calls.

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Navigation Menu

The Navigation Menu is where you can access all the different options within CyDesk (Favourites, Recent Calls, Interactions etc.) this menu by default it at the footer.

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You can change it to appear as the header with the following steps:
1. Go to Edit Profile (or click on your profile picture at top left)
2. Under profile settings, check the 'Show Navigation Menu As Tab' option
3. Click on Save to update

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Changing your Status or Logging out

You can change your public Status or logout from CyDesk with the following steps:

1. Click on status underneath Agent Name

2. Select different status or scroll down to the bottom to Click logout

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How to Use the Search Functions

The Search Functions in CyDesk open endless possibilities for Users. If enabled on your Agent account in CyDesk Manager, you can search your company’s CRM and you can add those contacts into your regular Favourites lists.

In your Footer Icons, press 'Search'. If you do not see it, press 'More' to find it. Enter the search criteria in the search field and click on the “Search Icon” to commence a search.

You can search the following entities from the search page: (Note the dropdown options.)

1. Agents:  It will display the list of Agents matching the string in search field
   Use empty search string to list all Agents

2. Extensions:  It will display the list of extensions that include the numbers searched
   Use empty search string to list all Extensions

3. Queues:  It will display the list of all queues that matches the string regardless of being an active member of queue
   Use empty search string to list all Queues

4. CRM Entity:  It searches the entire CRM contacts for the string
   The minimum search string length is configured in your CRM settings.
   (The CRM an Agent searches is configured by an Administrator in CyDesk Manager)

5. Speed Dial:  It searches your list of system speed dials for the search string.
   Use empty search string to list all Speed Dials

6. Personal Speed Dial:  It searches your list of personal speed dials for the search string.
   Use empty search string to list all your Personal Speed Dials

7. Global:  It searches all your sub categories for the search string
   Use empty search string to return all items (Note: this could produce big lists)

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Searching and Dialing your CRM Contacts

CyDesk allows Agents to connect with an external CRM, search a contact and then do certain actions (e.g. dial the number, send SMS or add to Favourites, etc.)

Note: The choice of CRM available to your specific Agent profile is configured centrally in CyDesk Manager.

If agent is not logged into the CRM, then it will show in Alert that “CRM Login Failed”.

• Click on Alert

• Enter the credentials

• Click Login

To dial a CRM contact:

• Go to Search page (or press More then go to Search)

• Select the “CRM Entity” from drop down

• Enter the name
  * The minimum search string length is configurable in your user profile CRM settings

• Click Search button

• It will display the CRM contact

• To dial the contact, click on the actions menu next to the contact and select Call <number>

• If it’s useful, add the CRM contact to your favourites too

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Search Page Actions

After you Search for contacts using either CRM Entity, Agents or Global, etc., you can perform ‘single’ or ‘multiple’ actions on the returned list of contacts. For example,

Single Actions

1. An Agent can call any contact from the list or send an SMS

2. An Agent can add or remove a contact to/from their personal Favourites list

(Please note:  Personal Favourites are unique to each User.)

Multiple Actions

1. You can add or remove contacts to your Favourites List in bulk.

   1. Go to Actions then click Select All Items or select items one by one

   2. Go to Actions then click Add to Favourites or Remove from Favourites

      1. If adding, select the favourites group you want to place the entry/entries into

   3. To cancel Multiple Actions, choose Cancel Select

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Hover over other Agents to Identify their Call

Note:  This feature is also available for Agents who are added to your Personal Favourites.

If Agents have been configured in CyDesk Manager to allow their active calls to be visible to other Agents, AND if you are configured in CyDesk Manager to be allowed to view who other Agents are in calls with, whenever you see a red circle around any Agent object, you can hover your mouse over that Agent object and the associated Call details will be displayed.

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Alert Me When Available

This option is only applicable to agents with status: Logged out, On Break, and Busy. If this option is ticked for any agent, then it will prompt a message when an agent becomes available.

1. To select this option, click on action menu of an agent with following status:

   1. Logged out

   2. On Break

   3. Busy

2. Tick on “Alert me when available” - the tick color will change to darker

   1. Ticking again will remove the request and return the tick color will change to lighter

3. An alert is created when agent is available

   1. Call: Agent can call the available agent on extension

   2. Ignore: The alert is removed from the list

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How to Customise your Favourites

How to Add Contacts to your Favourites Page

Your Favourites are profile based, and will be visible whenever logging into CyDesk from any device. This is useful for Agents who need to move from one workstation to another as part of their daily duties.

This page shows an example of how to quickly add favourite contacts, queues, and teams. Please note the “Add to Favourites” function exists in many locations in the software.

To add a contact to your Favourites page, (by searching), follow the steps:

1. Go to Search page (or press More then go to Search)

2. Select the type of data you’d like to Search on…. (e.g. Agent, Extension, Queue, CRM Entity, Speed Dial, Personal Speed Dial, Global)

3. Enter a search string if you want to limit your search and hit the Search button

4. Click on the actions menu button of an item you are interested in

5. If it is already added in Favourites, then you will see a tick highlighted next to Favourite otherwise click on Favourite

6. Select the group (e.g. Favourites) to add the item to

7. Repeat the steps from 2 to 6 for other items

8. Go to Favourites page and expand “Favourites”

9. You will see all added contacts

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Creating a New Group

You can create a new group to organise your favourite items. If no group is created, then any added favourite items will show under the default group “Favourites”.

1. To create a group, click on Edit, then press Actions to see a list

2. Click New Group

3. Enter group name and Save

4. Click Done

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Creating a New Speed Dial

You can create a new Personal Speed Dial for frequently used contacts and numbers not already in the system. Personal Speed Dials are visible only to you. The new Speed Dial will show under the default “Favourites”.

1. Click on Edit, then press Actions to see a list

2. Click New Speed Dial

3. Enter the details

   1. Name - required

   2. Company - optional

   3. At least one of the following numbers

      1. Main Phone

      2. Home Number

      3. Mobile Number

      4. Other Number1

      5. Other Number2

   4. Notes - optional

4. Click Save

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Rearranging Favourite items with Drag and Drop

You can use Drag & Drop mouse movement to change the position of an entity in your Favourites page.

1. Click on Edit

2. Click and hold the mouse on the Favourite Entity then Drag to the new position and release the mouse

   1. You will see a dotted line appear, marking the current drop position

3. You can Drag within the same group or to another group

   1. You may need to first expand the group using the  action beside a group name

4. Press Done when complete

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Moving Favourite Groups Up or Down

1. Click on Edit

2. Click    beside the group you wish to move

3. Select Move Up or Move Down

   1. Options available depend on the existing position. The Favourites group cannot be moved

4. Press Done when complete

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Bulk Activity – Move Items to Different Group or Remove from Favourites

To move one or more entities in your Favourites page to and from different Groups.

1. Click on Actions

2. Select one or more items with their Checkboxes or Click "Select All Items" under Actions

   1. Use "Select None" to clear all checkboxes at once

   2. You can select from more than one group - ensure relevant groups are expanded using the  action

3. Click on Actions to open again if required, and select one of the following options:

   1. Move Group: When this option is selected, it will pop up a window with list of Favourite groups - select a group to move all selected items

   2. Remove from Favourites: Remove all selected items from Favourites

      1. With the exception of Personal Speed Dials, removing Favourite items does not delete them permanently from the system, and you can find and add them again from Search. Removing a Personal Speed Dial is permanent.

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Sharing Favourites

Administrator and Supervisor level users can share Favourite items with other Agents. This is often useful for convenience or conformity, perhaps within a Team or Organisation (Note: This requires the Agent sharing their favourites have Supervisor or Administrator user level)

1. Click on Actions

2. Select one or more items with their Checkboxes or Click "Select All Items" under Actions

   1. Use "Select None" to clear all checkboxes at once

   2. You can select from more than one group - ensure relevant groups are expanded using the  action

3. Click on Actions to open again if required

4. Press Share with Agents

   1. A popup window "Please Select Agents" will appear with a list of Agents

   2. Select one or more Agents to share the selected Favourite Items with

   3. Selecting "Move favourites to new group with Agent name" will create a new group in the target Agents' Favourites named "Shared by Agent Name"

      • A popup window will ask you to choose whether to move any matching Favourites already in the target Agent's Favourites to this new group

      • Note: You cannot have duplicates of Favourite items so if you select yes and the target Agent already has items you are sharing, they will be forcefully moved to the new group

   4. Press Copy

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How to use Interactions

Interactions page provides a history of all calls, emails and messages (SMS and WhatsApp) ordered by time or grouped by Missed Call, Outgoing Call, and Incoming Call.
Information can include:

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Interactions (done by you) grouped by Category

• This page provides a history of calls grouped by Missed Call, Outgoing Call, and Incoming Call.

• Click on Call History in the menu or press More then select Call History

  1. Press By Date and choose By Category

  2. You will see your Call History displayed in groups. Expand any group(s) to see the calls for that category

     1. Press Reload to refresh this list if required

  3. You can use the actions menu beside any call item to perform relevant actions, such as calling the number, creating a Personal Speed Dial, adding to Favourites or sending an SMS

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Call History made by other Agents

• Note: The ability for a given Agent to see the Call History made by other Agents is determined by your Administrator. Also, the permission for your Call History to be seen by other agents is also configured in CyDesk Manager by your Administrator.

  There are two methods to view other Agent's Call History

• Using Agent action

  • Do a Search for your other Agents or look up your Favourites, and then click on a given Agent’s action list

  • Click on the option "View Call History"

  • If required, you can refresh your Call History lists by clicking the button

  • From Call History

    1. Click on Call History in the menu or press More then select Call History

    2. Type part or all of the Agent's name into the Select Agent field

       1. If a match is detected it will show matching entries below the field. Click one of these if convenient or continue to type the name and press Enter

    3. If required, you can refresh your Call History lists by clicking the button

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Call Handling

• Agents can handle their calls in a number of ways, including Answer, Redirect, Hold and Transfer to other Agents.

  When there is an incoming / outgoing call the “Active Call” screen appears and the Agent's icon will change to a red circle outline. The screen shows call information along with some controls to handle the call.

  Incoming Call Screen - Call Controls and Information

  Incoming Call Screen will display call related information, such as Caller ID, Queue Name, and Duration. If an agent has logged in to CRM and caller information exists in CRM, then it will also display the CRM contact name hyperlinked to their page

  This screen may contain the following call controls to perform different actions:

• Answer – answers the call

  • Hang Up – disconnects the call

  • Redirect – forward the call to someone else. The Dial Pad will appear and you can enter a number to redirect the call to

  • Recording - Begins recording. If call is recording then icon will change to  with flashing text “REC”

    • To stop / start the recording, click the icon

  • Clipboard - copy the number to the clipboard

  • Extras - other call related actions

    • Edit Call Information - add notes related to this call

    • Set Account Code - associate an Account Code with this call

    • Recent Calls - list recent call activity for this number across the system i.e. other with Agents

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Active Call Screen - Call Controls and Information

• Active Call Screen will display call related information, such as Caller ID, Queue Name, and Duration. If an agent has logged in to CRM and caller information exists in CRM, then it will also display the CRM contact name hyperlinked to their page

  This screen may contain the following call controls to perform different actions:

• Hang Up – disconnects the call

  • Hold – hold the call

  • Park – park the call. You or another agent can then unpark the call from this or another extension

  • Transfer – transfer the call to another number. The Dial Pad will appear and you can enter a number to redirect the call to

  • Recording - Begins recording. If call is recording then icon will change to  with flashing text “REC”

    • To stop / start the recording, click the icon

  • Clipboard - copy the number to the clipboard

  • Extras - other call related actions

    • Edit Call Information - add notes related to this call

    • Dial Digits - use keypad to send numbers during a call

    • Call Another Number - Dial Pad will appear. Enter a number then press call. This call will be put on hold while you are connected to the new call. You can then hangup and reconnect to the held call, or transfer the held call to the dialled number

    • Set Completion Code - Add a Completion Code to this call

    • Set Account Code - associate an Account Code with this call

    • Recent Calls - list recent call activity for this number across the system i.e. with other Agents

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Pickup another Agent's Calls

• When a call is incoming and still ringing to another Agent, you can pickup their call. Note: This requires you to have the Authorisation to "See Other Agent's Calls" set by the Administrator.

• You must be able to see the Agent in either your Favourites or Search page

  1. When a call is incoming for that Agent, their icon will change to a red outline and status will show as busy

  2. Click on the Agents item actions and select Pickup Call

     • The call will now be connected to you

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Edit Call Information

• The feature enables agents to add notes to a call and display that information as part of the call details. These notes will transfer with the call to any other agents involved in the call and in a system with CRM can be recorded to the CRM.

• Click  icon in the call details section

  1. Click "Edit call information"

  2. Add notes to the call

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• Another agent can see the note displayed that information in the call details section

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• How to Transfer Calls

  Agents can transfer calls when an "Active Call" is visible in their CyDesk screen. There are two types of transfers supported in CyDesk, "Supervised" and "Unsupervised". Supervised, also known as a "Warm Transfer" gives the agent control over the transfer, while Unsupervised or "Cold Transfer" redirects the call without any further control.

  • Supervised Call Transfer

    1. Go to your Favourites Page to find the destination Agent, or perform a Search

    2. Click on the Actions Menu of the destination Agent

    3. Select "Hold then call agent" (if the Agent has multiple contacts you may see more than one entry to choose)

       1. Your existing call will be held and you will be in a call with this Agent

       2. Click on Complete Transfer to successfully transfer the call

       3. Click on Reconnect to disconnect the new call and connect with the original caller

  • Unsupervised Call Transfer

    1. Go to your Favourites Page to find the destination Agent, or perform a Search

    2. Click on the Actions Menu of the destination Agent

    3. Select "Transfer to agent" (if the Agent has multiple contacts you may see more than one entry to choose)

       1. The call will be transferred directly to this Agent

  • Unsupervised Call Transfer using Transfer Button

    1. Press Transfer

    2. Type in the destination number using the Dial Pad

    3. Press Transfer

       1. The call will be transferred directly to this number

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Unhold Call

• If you place a call on hold, you can press the Unhold button to resume the call.

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Work with Parked Calls

• If you Park a call, it will appear in your Waiting Calls screen. Parked calls may be picked up by any Agent from any extension. This is often convenient for taking a call at another extension if that extension is not logged in yet or if the Agent must logout and login at a new extension.

• Select Waiting Calls in the Menu or Press More and select Waiting Calls

  1. Select Parked Calls

  2. Press Unhold beside the call you want to resume

     1. The call will be reconnected to this extension

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Call Conferencing

• Agents can create a multi-party call with another Agent or number.

• Follow the steps for Supervised Call Transfer above

  1. Choose Conference instead of Complete Transfer or Reconnect

     1. You will now be in a multi-party call. Any party may end the call without the other two being disconnected

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Multiple Matches Found

• During an Active Call, if there are multiple entries in your linked CRM for a given contact number, and if you’re successfully logged in to your CRM, CyDesk will display the list of CRM Contacts associated with that contact number. You can click on “Multiple Matches Found” and, if required, you can select one of the contacts and link that specific contact with your call. This is particularly useful if you need to transfer the call to another Agent. When you transfer the call, it will display the linked contact name on CyDesk to the other agent.

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Alerts in the CyDesk client

• You’ll occasionally receive an Alert notification when using CyDesk. Here are some examples of the types of Alerts you might see while using the software:

• CRM Login Failed – appears right after login if the CRM is failed to login

  • Campaign Call / Call back – appears if there is a campaign call or call back request waiting for dial out 

  • Message / SMS – appears if the agent has received a message from another agent or SMS

  • Chat Request - appears when a CyChat request has been directed to this agent

  • Email Request - appears when a queued email is directed to this agent

• If you do receive an alert it will show the Alerts icon with red highlighting (i.e. number of alerts).

  • Click on alert to open the list

  • Unread alerts are shown in bold text

  • Click on View to open the page for further action

  • Click on ignore to remove alert from the list

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Using the inbuilt Dial Pad

• The Dial Pad exists in the Footer Menu. It allows you to make an outgoing call anytime, assuming you’re not already in an Active Call. You can also transfer an active call or conference in a number not in your Favourites or Search list, by using the Extra call options or manually holding the call first.

• Enter the number using Dial Pad and press green call button

  • Once the call is initiated then an Active Call Screen will appear, with normal call controls

  • The Dial Pad will change to Dial Digit window (i.e. Dial Digit window does not have green call button and it is only used for sending digits after the call is connected)

• Alternatively, you also can make an outside call using these following steps too:

  • Click on the Extra call options Menu button

  • Click Call Another Number

  • Enter the number and click green call button

  • It will put the current call on hold and start a new call

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Waiting Calls (in Queue)

• Note: As a prerequisite, the agent profile needs to be configured in CyDesk Manager with this option enabled.

  This option can be accessed from More > Waiting Calls and/or it will open by default after the agent has logged in.

  Mandatory Requirements

  An option called “Show Queued Calls” must be turned ON in your Agent profile within CyDesk Manager.

  Queued Calls - Receive

  If you wish, you can choose to receive a waiting call in queue, even if your status is “Busy” or on “Break” but please note, it is a choice which isn’t forced on you.

  Go to More > Waiting Calls

• Go to Queued Calls

  1. Expand the current call by clicking the down arrow next to the number

  2. Select Receive option

  3. Click Receive button

  4. If there is an active call, then it will put current call on hold and connect to the new call

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Queued Calls - Send to another agent

• If you’re a Supervisor, you can send a call in a Queue to another Agent even if they’re already busy with a call, or “on a Break.”

• Go to More > Waiting Calls

  1. Go to Queued Calls

  2. Expand the current call by clicking the down arrow next to the number

  3. Select “Send to other agent” option

  4. Click Send button

  5. For other agent, if there is an active call then it will put current call on hold and connect to new call

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My Calls – Hold / Un-Hold / Hang Up

• If agent puts call on hold then it will display in My Calls tab within Waiting Calls page where he can do following actions with the call.

• Hang Up - will hang up the held call

  • Un-Hold - will put the active call on hold and Un-hold the current call

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Recent Calls (as distinct from Call History)

• This page displays the information about every incoming, outgoing and missed calls associated with a specific phone number. It’s important to note that these menus can be accessed while the call is in progress AND retrospectively after the call has finished. This can be useful to find out who recently spoke to the caller you are currently talking to.

• When a call is in progress, click on the  icon and click on Recent Calls

  1. It will open the "Recent Calls" page and display agent name, extension, date and time of a call for each incoming, outgoing and missed call associated with this caller id

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Recent Conversations and Sending Messages

• This page displays a list of conversations with other agents. Agents can send messages internally to another agent if they’re authorized to do so.

  Requirements

• An Agent’s profile in CyDesk Manager must enable the option to "Allow send/receive notes for anyone"

• AND the target agent must be logged in to CyDesk

Action Menu

• The “Send Message” option is available in an Agent’s action menu in multiple locations (e.g. Favourite, Search, Queue, and Team).

• Go to a page where Agent’s action menu is available (e.g. Favourite, Search, etc.)

  1. Click on the Action menu

  2. Click option “Send Message”

  3. Type a message

  4. Click the “Send Button” or press enter

• The list of conversations can be accessed from Recent Conversations page in “More” menu. Clicking on one of the row in Recent Conversation page will display the history of conversation with an Agent in separate page.

  Note:  The list of “recent messages” in the Recent Conversation page is volatile. It is meant primarily as an instant messenger service and it will disappear once an Agent has logged out.

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SMS Functions

• If an Agent is authorized to do so, an Agent can send an SMS to any other Agent’s mobile number, or to a CRM entity or to a custom number.

  The Send SMS option is available in the Action menu from multiple locations (e.g. Favourite, Search, Queue, and Team) for all outbound contacts who have a mobile number set in their profile. (Please Note: Outbound contacts are not only your fellow Agents, they can exist in data sources such as a linked CRM for example.)

  Requirements

  An Agent’s profile in CyDesk Manager must enable the option “Allow SMS Sending” for this function to operate correctly.

  How to Send an SMS

• Either

  • Go to a page where an action menu is available (e.g. Favourite, Search, etc.)

  • Click on Action menu

  • Click option "Send SMS"

  • It will open Send SMS page and loads the history of SMS with this number

  • Type a message

  • Click send button or press enter

  • An acknowledgement message "SMS sent successfully" will display briefly

  • Or

    1. Select Send SMS from the Menu or Press More then Send SMS

    2. Type the number into the Contact Number field

    3. Type a message

    4. Click send button or press enter

    5. An acknowledgement message "SMS sent successfully" will display briefly

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How to Use your Message History

• Your list of outbound SMS and What’s App transmissions can be accessed from the Message History page in “More” menu.

  The page will display the history of incoming and outgoing SMS transmissions in descending order. Agent can expand the SMS by clicking the down arrow  next to the number - it will display details of SMS.

How to Reply to a message

• Go to Message History in the Menu or press More > Message History

  1. Click on Action menu of received Message

  2. Click on Send Message for Reply

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Queues

• Note: Available when CyDesk is used in conjunction with CyCX.

  If an Agent is authorized to do so, an Agent or Supervisor can access Queues depending upon their rights. Agents and Supervisors can see:

• Queue Statistics

  1. Queue Actions

  2. Queue Display Settings

Queues Statistics

• An Agent can see Call, Queue, or Agent status within a Queue:

• Go to More > Queues

  1. Expand the Queue

  2. Expand the Team (if applicable)

  3. Following queue / call statistics are displayed:

     1.    : - Number of active calls

     2.    : - Maximum duration of a call among other active calls

     3.   : - Average duration of active queued calls

     4.    : - Maximum duration of a call today in this queue

     5.    : - Number of calls received

     6.    : - Number of abandoned calls

     7.    : - Number of logged in agents in this queue

     8.    : - Number of available agents

     9.    : - Number of agents busy

     10.    : - Number of agents on break

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Queue Actions

• Agent can perform following actions on Queue:

• Login / Logout of Queue: - Agent will not receive a call from this queue if logged out

  • Call the Queue: - Agent can call the queue to talk with any available agent in this queue

  • Favourite: - Agent can tick “Favourite” to include this queue in Favourites list

  • Hold then Call the queue: - Agent can put the current call on hold and then call the queue to consult with the next available agent

  • Transfer the call to the queue: - Agent can transfer the current call to this queue to be allocated to the next available agent

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Queue Display Settings

• Agent can reset display settings of a queue:

• All: - Display all queues

  1. Mmeber: - Display only membered queues

  2. Favourite: - Display queues which are marked as Favourite

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Teams

• Available when CyDesk is used in conjunction with CyCX.

  This page provides an agent or supervisor access to the Teams.

  Requirements

  CyDesk Server must be running in Team mode.

  Team Statistics

  Agent can see Call, Team, or Agent status within a Team:

• Go to More > Teams

  1. Expand a Team

  2. Following statistics are displayed:

     1.  - Number of logged in agents in this Team

     2.  - Number of available agents

     3. - Number of agents busy

     4.  - Number of agents on break

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Teams Actions

• Agent can perform the following actions on Teams:

• Send Message:  - Agents can send a message to a team if the option “Allow send/receive notes for anyone” in Agent’s profile is enabled in CyDesk Manager

  • Favourite:  - Agents can tick “Favourite” to include this team in their Favourites list

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Team Display Settings

• Agent can reset display settings of Team:

• All: - Display all Teams

  1. Member: - Display only membered Teams

  2. Favourite: - Display Teams which are marked as Favourite

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Campaign Calls

• Available when CyDesk is used in conjunction with CyCX in Queue mode (CyCall).

  Agents can handle campaign calls in this page.

  Note: In certain circumstances it might be necessary for an Agent to avoid a Call-back and to transfer a Campaign Call to another Agent. This can be achieved by specifically selecting Transfer to Another Agent without Dialling.

  If you navigate away from the Campaign screen for some reason, such as to view Favourites or perform a Search, you can return by pressing More > Campaign.

  Preview Campaign Call

  Call information is loaded on screen and allows agent to initiate the call manually.

• Agent gets a pop up with assigned call information

  1. Click Dial to initiate the call when call information is loaded

  2. Edit the number to dial a different number

  3. Select completion code without dialling, during or after the call

  4. Click on Submit button to submit the completion code 

  5. Click Hang Up button to disconnect the call

  6. An Agent becomes available for their next call automatically when

     1. Current call is disconnected AND a completion code is entered

     2. OR if an Agent enters a Completion Code without dialling (Please Note: This option must be enabled in CyDesk Manager)

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Progressive Campaign Call

• Call information is loaded on screen and the call is initiated automatically

• If browser is not on focus (minimized or in background) then it will create pop up with call information and View button

  1. Click View button to see the active call screen and completion code

  2. Select completion code during or after the call and click Submit button

  3. Click Hang Up button to disconnect the call

  4. An Agent becomes available when a current call is disconnected AND a completion code is entered

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Queue Call Back

• When a queue call back request is assigned to an Agent then it will display pop up with the caller information:

• Click View button to see more information

  1. Click Play Link to play the recorded callback audio message

  2. Edit the number to make call on different number

  3. Click Dial to initiate the call

  4. Select completion code before, during or after the call and click Submit button

  5. Click Hang Up button to disconnect the call

  6. Agent becomes available when current call is handled completely

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Web Call Backs

• When a web call back request is assigned to an Agent then it will display pop up with the caller information:

   

• Click View button to see more information

  1. Click Open Link to view the page the customer was using to submit this Web Callback

  2. Notes field displays a message from requester

  3. Edit the number to make call on different number

  4. Click Dial to initiate the call

  5. Select completion code before, during or after the call and click Submit button

  6. Click Hang Up button to disconnect the call

  7. Agent becomes available when current call is handled completely

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Email

• When an email is assigned to an Agent, then it will create an alert in Desk Web.

   

• Click on View in alert to display the email information or go to Email

  1. The page will display email information (i.e. From, Subject, and Queue)

  2. Email is forwarded to Agent’s email address Note: This must be configured in the Agent's profile in CyDesk Manager

  3. Agent status will remain busy until completion code is entered

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Customising CyDesk to meet your preferences

• This page provides some examples on how to set up your personal profile settings.  Examples of the functions you might want to use are:

   

• Changing your Login password

  • Updating or removing your profile photo

  • Displaying and editing your personal settings

  • Displaying and editing your audio playback volume settings

How to Change your Login Password

• Perform the following:

   

• Go to Edit Profile (or click on your profile picture at top left)

  1. It will open the Edit Profile Page

  2. Enter Current Password or leave blank if none

  3. Enter New Password in following two fields to confirm

  4. Tick Show Password to display entered password

  5. Click Change Password to update the login password

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How to Update or Remove your Profile Picture

• To change your profile picture, perform the following steps:

   

• Click on the picture at the top right

  1. It will open your Edit Profile Page

  2. Expand Profile Picture

  3. Click Choose/Edit Profile Picture

  4. Select the picture (must be in JPEG or PNG format, recommended 128x128 pixels size)

  5. Click Update to set new profile picture

  6. Click Remove to remove existing profile picture

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How to Display and Edit your Profile Settings

There two types of display: Standard and Compact View

Standard View– Shows the Agent’s picture, status, break icon, and time on status. The status of an Agent can be identified by the coloured circle around the picture (refer to Status Colour Scheme below). Once the status of an Agent is changed then it automatically updates itself. 

Status Colour Scheme:

Green – Available

• Red – Busy

  1. Yellow – Break

  2. Grey – Offline

  3. Blue – Wrap Up

• Compact View – Shows the status, break icon, and time on status.

   

  Description of compact view icons:

Available       Break       Busy – Break       Offline       Busy

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• How to activate Compact View Settings

  Agents can change the display type from compact to standard, or vice versa in Edit Profile page:

  1. Click on picture at top left or go to More > Edit Profile

  2. It will open the Edit Profile Page

  3. Expand Profile Settings

  4. Tick/Untick Compact View option

  5. Choose the number if columns to display. CyDesk will progressively attempt to display up to this number of columns depending on the browser window width you set

  6. Click Save Changes

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• It will change the view in My Favourites, Search, Queue and Teams page 

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How to activate Expand Multiple Panels Settings

• Agents can change the display type of panels where all of them can be expanded at one time, or only one:

• Click on picture at top right

  1. It will open the Edit Profile Page

  2. Expand Profile Settings

  3. Tick/Untick Expand Multiple Panels option

  4. Click Save Changes

  5. It will change the view in My Favourites, Search, Queue and Teams page

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How to Hide Logged Out Agents

• In a call centre with many agents, users may not wish to see logged out agents in their Favourites page:

   

• Click on picture at top left right

  1. It will open the Edit Profile Page

  2. Expand Profile Settings

  3. Tick/Untick “Hide Logged Out Agents” option 

  4. Click Save Changes

  5. It will hide all logged out agents from My Favourites page if the options are ticked

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How to Adjust your Volume Settings

• CyDesk can generate audio alerts when required, for example, a new message from another Agent or an incoming queue call. You can set the volume in these steps:

   

• Click on your picture at top left or go to More > Edit Profile

  1. It will open Edit Profile Page

  2. Expand Profile Settings

  3. Slide the Volume bar to right to increase the volume or left to decrease it

  4. Click Save Change 

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Enabling Jabra Headset Integration

Make sure your Jabra headset is updated to the latest firmware using Jabra Direct before you begin.

• Click on your profile picture at the top right to open the menu.

• Select ‘Profile Settings’ to access device and personal settings.

• Click the ‘HDI Consent’ button to proceed with the integration.

• Choose your Jabra headset from the dropdown 'Select Device' list to set it as the primary device.

• Click ‘Save Changes’ to complete the setup.

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Once connected, the headset icon will appear in the top left corner, indicating successful integration. Your headset is now ready to use with CyDesk.

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Customize menu

• Agents can change the position of menu items and sort the items in the task bar(e.g. Dial Pad, Favourites, and Interactions, etc. This page can be accessed from the task bar> Customize Menu.

• The check box is the option to show the more menu on the task bar or not, incase you disable this feature by unchecking the box, you can access it by clicking the profile picture(Edit Profile) on the top right hand side corner and then clicking on Customize Menu.

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Moving Menu Items

• To change the position of an item, agent can use the buttons Move Up and Move Down:

   

• Select the Item 

  1. Click Move Up to move it up

  2. Click Move Down to move it down

  3. Click Save to apply the changes

  4. When saved, it will display a message “Changes are Saved”

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Show more Items in the Menu Footer

• An Agent can increase or decrease number of menu icons in the footer by changing the width of their browser. Expanding the width will add more items and vice versa.

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How to Restore Default Settings

• Agents can restore default settings by clicking “Restore to Default” and then Clicking Yes.

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List of Alerts and Notifications in Chrome

CyDesk creates an alert / pop up for an Agent to notify about certain events (e.g. Force Break, Email, Message, Campaign Call, etc.) when browser is minimized or not on top.

Campaign Call / Queue Call Back / Web Call Back

When campaign call is assigned to an agent then a pop up will display

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Force Break

A notification and popup is displayed when agent is placed on break forcefully by supervisor

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Incoming Call

When an agent receives an incoming call

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Missed Call

When an agent missed a call

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Email

When an email is assigned to an Agent

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Incoming Message

When an agent receives message from another agent

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Calendar Break

When an agent is put on break due to scheduled appointment in calendar

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Alert Me When Available

When an agent turn on “Alert Me When Available” for any offline, busy or on break agent, and the agent becomes available then it displays an alert and notification.

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Using "About CyDesk" and User Guide

• To verify which version of CyDesk you are using, do the following:

   

• Go to More > About CyDesk

  1. It will display a pop up with Version e.g. 1.0.1.38

• To access the CyDesk User Guide, do the following:

   

  • Press the  button in the heading area

  • Or

  • Go to More > About CyDesk

    • Press the  button

  • A new window will open displaying this CyDesk User Guide

Integration with Outlook and Exchange Calendar System

Requirements

Exchange calendar integration configured in CyDesk Manager and set in Agent profile

About the Feature

If agent has a meeting established it in the Outlook Calender then the CyDesk will detect it and change the status presence to match

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As soon as the system recognizes that the agent is on a meeting it has giving a choice to change status to "Available"

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If the agent selected 'NO', the system detects that the agent is off the meeting and it automatically returns status to "Available"

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CRM integration with CyDesk

Note: The choice of CRM available to your specific Agent profile is configured centrally in CyDesk Manager.

CRM Calls Activity

• Click on caller's name from the list of calls

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• The CRM window pops up where you can see that call is listed in the call activity. Click on the link to see more details about the call including a link to the call record.

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• Click on the link to play the call recording.

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CRM Call to Dial

This feature enables you to initiate a call right from the CRM. Click on the phone icon in supported CRMs

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CRM settings

Click on the Agent Profile Picture to Edit Profile. Select CRM Settings and select the options within.

Re-Enter Credentials - You may need to select this if the system administrator requires you to enter the CRM credentials.

CRM search string minimum lengthThis setting enables user to set a minimum lenght of characters for performing a search of entity in the CRM. This is useful if you have a few entries in your CRM. If you have a lot of entries of course you may want to increase it that you get less hits and because you may return a lot of details on your screen.

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Silent Monitor

This feature must be enabled in CyDesk Manager

This is a feature in CyDesk allowing supervisors to listeni to agents conversations without disturbing them. You may wish to do this for training purposes or for supporting and monitoring agents when they are handling calls.

In this example, when Chandima receives a call and answers it, Robert will see a new option in the call actions menu - "Silent Monitor". This sets up a special "listen only" call to Chandima, and Robert only has the option to "Hang Up".

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Although Robert can only listen during the call, he does have a way to communicate with Chandima. If he wanted to support him within a call, he can use the CyDesk instant messaging function. And when Robert is finished, he can hang up to end the monitoring.

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While Chandima remains on the call, Robert can hang up and reuse the "Silent Monitor" feature to monitor another call. And if an Agent hangs up during monitoring, Roberts's connection is automatically hung up.

Put Agent on Break

If you have Supervisor or Administrator user level, you can change the Break status of another Agent. You can put them on a Break or make them Available.

• Locate the Agent you wish to set their Break status in your Favourites or perform a Search

  1. Click on the Agent actions

  2. Choose Put on Break

     1. A popup with the available Break statuses will appear

     2. Choose the status you want to set the Agent to. You can make them available if already on a Break

        • Agent status will change. They will also receive a popup notifying them

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Work with Call Recording

If your CyDesk system has call recording (CyRecord), you may have the ability to manage whether calls are recorded or not. This is configured by the Administrator in your settings.

Manage Recording

If you have been granted control, you will see a  or  icon in your active call screen, during the incoming call phase as well as the active call phase. The Administrator can set Recording on by default, or allow the Agent to turn it on. You can turn Recording on and off during a call (for example for privacy reasons). During recording, the REC icon will flash.

In some CyDesk systems, if AutoPCI is enabled, you may see call recording automatically stop and/or resume depending on your use of other applications e.g. Credit Card entry tools. This helps relieve the Agent of the task of stopping and starting call recording.

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Playback Recorded Calls

If you have recorded calls, you will see a PLAY icon beside entries in your Call History. And if you have permission to view other Agent's call history, you can play their recorded calls.

• Press Play to open up a new window with Playback buttons

  • You may need to login using Reporting credentials - Contact your Administrator if you need this

  • Press the Play icon if playback doesn't begin automatically

  • You can press Save to download a copy of the call recording audio file to your PC

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Using Copy to Dial

When enabled an Agent can copy phone numbers to the the Windows Clipboard and CyDesk will attempt to dial them. You can enable confirmation so CyDesk will ask before dialling. These settings must be enabled in your settings by an Administrator or Supervisor.

• Locate a number within another Windows application e.g. Web page

  1. Copy to the Windows Clipboard in the usual way

     • Often by highlighting using mouse then right-click and select Copy, or using keyboard shortcuts such as CTRL-C

  2. CyDesk will prompt for confirmation if the setting "Confirm before Dialling" is enabled in Agent settings

  3. CyDesk will attempt to dial the number in the same way as if you used the Dial Pad

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Configuring DeskTools

The DeskTools service works with CyDesk to support features that are not provided in Browsers. You will need Desktools for the following features:

• Outlook Integration - must be configured in Agent settings

• Copy to Dial - must be enabled in Agent settings

• Hotkeys - must be configured in CyDesk Manager

• AutoPCI - must be configured in Agent settings

• Screen Recording - must be configured in Agent settings

• Single Sign-On - must be configured in CyDesk Manager

• CyDesk Tray Utility - to control CyDesk persistent alerts

To check if Desktools are available, choose the Edit Profile tab and if you see Download Desktools, they are not currently installed.

To Install Desktools (NOTE: you may need Administrator rights to install software on your PC):

• Press Download Desktools

• A popup will open with a Confirmation message

• Press Download to start the downloading of the CyDeskWebUtils.msi package

• It will generate the download and show the progress, followed by downloading the package to your PC/li>

• The process and location of the download is browser dependent

• Locate and run the CyDeskWebUtils.msi package

• Follow the prompts to complete the installation

• You will need to logoff CyDesk and login again to initiate the connection between CyDesk and Desktools

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Swap and Hold Call Management System

Overview

The Swap and Hold Call Management System is designed to facilitate seamless communication for businesses that need to manage multiple calls simultaneously. This feature is particularly beneficial for organizations that act as intermediaries between clients and third parties, ensuring smooth and efficient call handling.

Use Case One: Handling Multiple Calls

A customer service agent receives an incoming call from a customer inquiring about a booking. The agent answers the call, gathers the necessary information, and needs to contact the hotel to confirm details. The agent uses the Swap and Hold feature to place the customer on hold, dials the hotel, and switches back and forth between the customer and the hotel as needed. This process allows the agent to relay information between both parties without disconnecting either call.

Use Case Two: Conference Call Setup

An agent receives a call from a customer and needs to bring in a third party, such as a hotel representative, for a conference call. The agent places the customer on hold, calls the hotel, and once connected, uses the Swap and Hold feature to communicate with both parties individually. When ready, the agent merges the calls into a three-way conference, ensuring all participants can discuss the booking details together.

Feature: Swap and Hold

The Swap and Hold feature allows agents to manage multiple calls by placing one call on hold while dialing and speaking to another. This functionality is crucial for businesses that frequently act as intermediaries and need to communicate with different parties without disconnecting any calls.

Steps to Use Swap and Hold:

1. Answering an Incoming Call:

   • The agent sees an incoming call and presses the answer button.

   • The call is connected, and the agent is now speaking with the customer.

2. Making a New Call:

   • The agent selects the option to call another number.

   • The original call is placed on hold.

   • The agent can manually dial the new number or select it from the favorites or directory.

   • To manually dial the number click on the three dots and select call another number and then type in the number you want to call.

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3. Swapping Between Calls:

   • Once the new call is connected, the agent can click on the three dots and can now see the option for Swap and Hold.

   • By pressing the Swap and Hold button, the agent can switch between the two calls.

   • This allows the agent to communicate with each party individually, ensuring smooth information relay.

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4. Conference Call:

   • If a conference call is needed, the agent can merge the calls by pressing the conference button.

   • All parties are then connected, enabling a group call.

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5. Complete Transfer:

   • If the agent does not need to be a part of the call, he can use the complete transfer option.

   • This will connect the two parties and dial the agent out of the call.
     
     

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6. Using the Directory:

   • Instead of dialing manually, the agent can search for a number in the directory.

   • This can be an external number or an internal extension.

   • The agent can place the current call on hold, search for the number by clicking search on the bottom panel.
     
     

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   • The agent can look for the number in the search bar and initiate the new call.
     
     

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7. Managing Calls:

   • The agent can swap and hold between calls as needed.

   • Options are available to transfer the call, hang up, or initiate a conference.

Description

The Swap and Hold feature empowers agents to manage multiple calls efficiently. This capability is essential for businesses that need to act as intermediaries, such as travel agencies or customer service centers, where agents frequently communicate with both customers and third-party service providers.

How It Works

The Swap and Hold Call Management System utilizes intuitive call-handling logic to ensure seamless communication:

• Incoming Call Handling: Agents answer incoming calls and can immediately place them on hold to initiate another call.

• New Call Initiation: Agents can dial new numbers manually or use the directory to find external or internal contacts.

• Swap and Hold Functionality: Agents can switch between calls with ease, maintaining communication with multiple parties.

• Conference Call Setup: When necessary, agents can merge calls into a conference, connecting all parties for a group discussion.

Benefits

• Improved Communication: Ensures smooth interaction between multiple parties, enhancing the overall customer service experience.

• Operational Efficiency: Allows agents to handle multiple calls without disconnecting, saving time and improving productivity.

• Flexibility: Supports manual dialing and directory searches, providing agents with multiple options to initiate new calls.

• Customer Satisfaction: Meets the needs of customers who require agents to act as intermediaries, ensuring their inquiries are handled efficiently.

The Swap and Hold Call Management System is a valuable addition for businesses that require dynamic call handling capabilities. By enabling agents to swap and hold calls seamlessly, it enhances communication efficiency and ensures exceptional customer service. This feature not only streamlines operations but also reinforces the commitment to delivering high-quality support.