1 Configuring CyDesk
2 How to log-in to CyDesk Manager
3 CyDesk to automatically login to an extension upon start up
4 How to launch the General Settings Tab in CyDesk Manager
5 Configuring Integrations:
6 CRM Compatibility for CyDesk
7 Configuring CRM Configurations:
8 CyDesk Tray Utility
9 Call Control with CyDesk
10 Call Account Codes
11 Do Not Call
12 Auto Callback and SMS Alerts in CyCX: Enhancing Customer Experience
13 Smart Callback Filter (SCF)
14 Callback Assurance System (CAS) & After Hours Call Management System
15 Avaya ACO Embedded and ACO Desktop Client

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

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.

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 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.

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.

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.

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

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.

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 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.

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.

CyDesk to automatically login to an extension upon start up

Right click on CyDesk shortcut, select Properties and go to Shortcut.
In the field Target add the parameters user, extension and break and "/AutoLogin".

i.e. "C:\Program Files\CyTrack\CyDesk\DeskClient.exe" U:John E:106 B:Ready /AutoLogin

Then add the shortcut to the windows start up folder, so it launches the application upon log 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 Integrations:

Configuring Maximizer Integration

When CyDesk is integrated with Maximizer, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within Maximizer etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.

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.

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.

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.

(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 Microsoft Outlook® Integration

When CyDesk is integrated with Outlook, it provides services such as popping a contact record on an incoming call, logging the call to the journal etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.

The Outlook tab within CyDesk Manager contains a list of the Outlook 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

Pop Contact – If the contact’s number is found in the Outlook, the contact record will be opened in Outlook.
Pop Contact Journal Entry – A new window will be opened to create a journal for selected contact.
Log Call To Journal – A new journal entry will automatically be entered with every incoming call.
Log Unknown Number / No Number – Creates a new journal entry even when the contact is not found.
*Unanswered Callback Task – Creates a new Outlook task for calls missed from a contact.
*Callback Unknown Numbers – Creates a new callback task even for numbers not found in Outlook’s contacts.
Ignore Internal Calls – Internal calls do not cause screen pop or actions.

*The unanswered callback 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.

Outgoing Calls

Pop Contact – If the contact’s number is found in the Outlook, the contact record will be opened in Outlook.
Pop Contact Journal Entry – A new window will be opened to create a journal for selected contact.
Add CyDesk Button to Outlook – A button will be added to Outlook toolbar for dialing.
Log Call to Journal – A new journal entry will automatically be entered with every outgoing call.
Log Unknown Numbers – Creates a new journal entry even when the contact is not found.

The ‘Integration’ setting must be changed to Outlook and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.

Both CyDesk and Outlook must be running for this integration to work.

Additional Client Configuration

CyDesk Outlook Integration does not automatically use every possible Contact folder in a user’s Outlook. By default, it will only use the ‘Contacts’ folder. To use contacts from folders other than the ‘Contacts’ folder, run the OutlookFolderSelector.exe application which can be found in the installation folder for CyDesk.

This application allows the agent to select any other Contact folders that are to be used. The ‘Contact’ folders are shown in Bold font. Simply check the folders that contain the contacts you wish to integrate. The next time you restart CyDesk, the contacts inside the selected folders will be used as part of the Outlook integration.

This is a local setting that applies only to the local workstation and must be repeated if agent has multiple workstations.

Updated Outlook Calendar Integration with Office 365

Office365 credentials with access to everyone's calendar are required to set up Calendar profile.

Configuring Microsoft Outlook® Calendar Integration for Presence

Calendar

CyDesk can be configured to set an agents status to a break according to appointments in their Outlook Calendar. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.

Currently Outlook is the only calendar application that is integrated.

The Calendar tab within CyDesk Manager contains a list of the Calendar 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.

When a profile is added or edited, the profile displays with a list of entries that can cause an appointment in Outlook to trigger a break in CyDesk.

Adding or editing a Calendar Trigger will display the Edit Calendar Trigger Details screen as below.

Text to match in Appointment - This text can be anywhere in the text of the subject of the appointment, and is case insensitive. However the search is full-word. For example:

Lunch Meeting or With Phil meeting Jim & Pam would match.

Meetings all day would not cause a match

Break to Activate - This is the break that will be activated for the CyDesk user when the ‘Text to match in Appointment’ text is found in the appointment subject.
Priority - The priority is used to assist in the situation where more than one match is found, the match with the highest number in the priority field will be used.
Overwrite - If the agent is already on a break when this appointment becomes active, the break will change to the one selected here only if this tick box is ticked.
Auto-off - When the appointment finishes, the user will be taken off a break (or returned to the previous break they were on) only if this tick box is ticked.

Any of the profiles created for Calendar Integration can be selected from the ‘Calendar Profile’ drop down list in the Agent configuration screen as shown below.

Both CyDesk and Outlook must be running for this integration to work.

Configuring CRM Integrations - Dynamics CRM 2011

Configuring CRM Integrations -

Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information

General Settings

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

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.

Email

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 ODBC Database Integrations

CyDesk can be integrated with any application that supports ODBC and DDE. CyDesk has the option to integrate with other applications such as Microsoft Access etc than just the applications listed in the CyDesk Manager.

The ODBC tab within CyDesk Manager contains a list of the ODBC integration profiles. A new integration profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

Name – The name of the ODBC integration profile.
Datasource – The ODBC name that connects to the data source
Primary ID – The field in the ODBC data source that will be used as the contact identifier.
Additional Tables – Link multiple tables.
Name Field – The field in the ODBC data source that will be used as the name of the contact.
Company Field – The field in the ODBC data source that will be used as the company name of the contact.
Verification Settings – The field in the ODBC data source that will be used to verify the validity of the record.
Phone Number Fields – The field in the ODBC data source that contains phone numbers of the contact. This will be matched against the caller number of the active call. Multiple fields can be added into the list

The ‘Integration’ setting must be changed to ODBC and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.

Call Event Functions

The Call Event Functions table is used to trigger actions to occur when certain events are fired, such as when an incoming call starts ringing, when an incoming call is answered and when campaign calls are presented.

A new function can be added by clicking on the ‘Add’ button in the ‘Call Event Functions’ list, and an existing one can be deleted by clicking on the ‘red bin’ icon.

Name – The name of the action.

Description – Text to describe the configured action.

Action – The list of actions that can be performed. We will not explain every action in detail with this document.

DDEExecute – Connects to a third party DDE Service and send commands.
Pop Access 2007 – Opens a form in Microsoft Access
ShellExecute – Starts an external application.
SendKeys – A well documented function within languages such as Visual Basic or C#, where ‘special keys’ are enclosed in curly braces, such as {TAB}.

Additional Client Configuration

The ODBC data source, with the exact same name and configuration, must exist in each agent machines.

CyTrack Integration for SalesForce

Salesforce

CyTrack supports integration of Salesforce CRM for Agents to perform searches and enable screen popping of caller details.

Please see the CyDesk User Guide for details on using this integration.

Prior Configuration

API Access

Your Salesforce instance must be enabled for API access. To use this you must be running a supported version. Please refer to Salesforce documentation for details.

API Tokens and Multi Factor Authentication

You may also need your users to know their API tokens, or you may disable this requirement on your instance. For full details please refer to Salesforce documentation, and details are subject to change, however we provide a basic guide here to configuring this.

Salesforce may enforce 2FA/MFA (Two-factor or Multi-Factor) authentication for your users unless you configure the Trusted IP Ranges. By doing this you can tell your Salesforce instance what range(s) of IP addresses you are defining as safe for users to access Salesforce without extra authentication, such as an API token or Authenticator app.

WARNING – This may reduce your security so do so at your own risk and after careful consideration. CyTrack is not responsible for your site security.

To set trusted IP range(s) so users do not need to use API token or 2FA:

In Salesforce, select Setup
Enter Network Access in the quick find box then select Network Access
Click New
Enter a valid IP range in the Start and End IP range fields. Must be valid IPv4 range.
Click Save

If you choose to continue to use API tokens as part of your security or for access outside the Trusted IP ranges, please note:

Users will need to know their API token. If they do not know this they can reset their token using the following procedure:

o Open Settings

o Enter Reset My Security Token into the Quick Find box and select Reset My Security Token

o Read the notice and if you wish to reset your token click the Reset Security Token button

o Follow the steps.

Once users know their token, they simply append it to their regular password when logging in to CRM, such as when challenged in CyDesk for CRM login details.

For example, if your regular password is MyP@ssword and your API token is zElJwHtYIOghetsJTS then you would use MyP@sswordzElJwHtYIOghetsJTS as the password for logging in.

Configure CyTrack

To begin, you need to open CyDesk Manager, and proceed to the configuration screen.

CyDesk Manager->Options->Configure

Then Integration -> CyDesk Web -> Web CRM Integration

Press Add (or double-click an existing entry)

Type in a name for the integration, and select the Integration type.

Select Requires User Login, then press Configure Integration

General Settings

Credentials – Optional credentials to test the API interface. Press the [..] button to expand the fields below.

Username – The name of the Salesforce CRM account to use.

Domain – The domain name of the Salesforce CRM account, if applicable.

Password – The password to the Salesforce CRM account. Unless this requirement is disabled as noted earlier, you will need to append the API token to the regular password, as described in the Prior Configuration section above.

i.e. <LoginPassword><API Token>

The [Login] button will test the credentials and advise when successful.

If you receive this message, then you most likely do not have API access enabled for your Salesforce instance.

If you receive this message, you need to ensure you have included the correct API Token appended to the regular password for the Salesforce CRM account you supplied. You may need to follow the Salesforce documentation to reset this token.

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.

Do not log Unanswered Calls – Ignores logging of unanswered calls.

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.

Email

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.

Press OK when done to save

Agent Configuration

Now configure an Agent to use that CRM

In CyDesk Manager, navigate to Agents and open the Agent (double-click)

Select the Integration type and set the Profile. Press OK to save.

Once the Agent logs out of CyDesk and back in again they will pick up this new setting.

CRM Compatibility for CyDesk

Below is the CRM compatibility table for CyDesk and functions that we are capable of delivering:

To download the file, click below.

CRM Integration Matrix.pdf (80 KB)

Configuring CRM Configurations:

Configuring CRM Configurations - ACT!

When CyDesk is integrated with ACT!, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within ACT! etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.

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

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 - 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.

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.

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.

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

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

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

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

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.

Email

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

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

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

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

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

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 - 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

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

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

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

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.

Email

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

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

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.