CyDesk Laboratory Training
Welcome to the CyDesk Self-Paced, Self-Learning, Simulated Training Exercise.
This simulated environment will guide you through the process of the CyDesk Installation and cover basic Configuration Testing.
To complete this training, you must go through sections I, II, III, IV. The final section (sec. IV) will require you to send our Training Department an email as a final qualification to complete this training.
On a live environment, CyDesk works in conjunction with CyReport, therefore, CyReport needs to be installed first, or you can also perform an Advanced Installation where you can install both packages at the same time.
But for this Lab Training, you must go through and complete the CyReport Lab Training before going through the CyDesk Lab.
If you haven't gone through CyReport Lab Training, please click link below and complete all sections:
http://support.cytrack.com/hc/en-us/articles/202783909
a) Demo trial License
one will be provided otherwise, you can send a request by sending an email to support@cytrack.com.
b) System Requirements:
Windows 7 SP1 computer (minimum) or a Windows 2008 R2 Server.
Virtual Machines are supported.
Download the software ZIP package at :
http://cytrack.com/index.php/update-software
For this exercise, please select the .zip file on the download centre, or you may directly click the image below:
NOTES:
The .zip file contains all the CyTrack product packages.
For this exercise, select 'Advanced Installation' and select the CyDesk components when prompted.
For customer self-updates in the future, they need to download the individual installers per product.
2. Install CyDesk & configure the wizard using the below links with settings below:
Stage 1 - CyDesk Installation Guide
Stage 2 - CyDesk Configuration
During the CyDesk install wizard you will need to configure the install with the below settings:
PABX Integration – Virtual PABX
Digital Extension Range – 1000, 1001 & 1201, Trunks Range 1-4
Dialling Rules – 0011 International , 0 Line Out
CyRecord & Integration – Default Settings
Agents – Mike, Brent & Anna
3. You will need to ensure that the following services are started.
CyDesk Server
CyDesk PBX Server
CyReport Service
Click the link for reference:
http://support.cytrack.com/entries/23753668-CyDesk-Services
Server Install & Configuration Complete
Create a new agent account called CyTrack User and perform the below changes
Change the user account level to Administrator.
Assign the user a mobile number
Enable SMS sending & copy to dial
Click the link for reference:
http://support.cytrack.com/entries/23289587-Configuring-CyDesk
Assessment Requirements: Take screenshot of agent configuration window.
2. Create a new break called admin
Click the link for reference:
http://support.cytrack.com/entries/23290237-Configuring-CyCC-Breaks-Presence-
Assessment Requirements: Take screenshot of break configuration screen.
3. Create a 2 new completion codes with the titles New Request & Follow up.
Set Type with no retires & wrap up 30 seconds.
Click the link for reference:
http://support.cytrack.com/entries/23301076-Creating-Completion-Codes
Assessment Requirements: Take screenshot of configuration screen.
4. Create a new system speed dial with the following details.
CyTrack Support – CyTrack – Main: 075539800 – Other1: 1300 294 357
Click the link for reference:
http://support.cytrack.com/entries/23289587-Configuring-CyDesk
Assessment Requirements: Take Screenshot of speed dial configuration.
5. Create a Hotkey profile called Anna’s Profile, make the hot key F12 hold a call. Then assign the profile to the user Anna.
Click the link for reference:
http://support.cytrack.com/entries/23289587-Configuring-CyDesk
Assessment Requirements: Take Screenshot of Hotkey configuration window.
Create a personal speed dial of your choice.
Click the link for reference:
http://support.cytrack.com/entries/23215846-Personal-Speed-Dials
Assessment Requirements: Take Screenshot of speed dial configuration.
2. Add all users to your teams list.
Click the link for reference:
http://support.cytrack.com/entries/23254161-Setup-My-Team
Assessment Requirements: Take Screenshot of teams list
3. Change break status to admin.
Click the link for reference:
http://support.cytrack.com/entries/23215396-My-Status-Tab
Assessment Requirements: Take Screenshot of break set to admin.
4. Using the call simulator (C:\Program Files (x86)\CyTrack\CyDesk\Call Simulator.exe) call the extension you are logged into with the caller id 0755539800 and place the call on hold for 30 seconds.
Click the link for reference:
http://support.cytrack.com/entries/23277108-Call-Control-with-CyDesk
Assessment Requirements: Take Screenshot of active call window.
5. Check & clear your incoming call history.
Click the link for reference:
http://support.cytrack.com/entries/23215556-History
Assessment Requirements: Take Screenshot of history window.
To qualify for the CyTrack CyDesk Certification, please email all Assessment Requirements to training@cytrack.com
Subject: CyDesk Certification Requirements
Other submission notes:
Exported PDF and XLS files must be attached
For the screenshots:
If pasted, please label each item matching the item number of the requirement accordingly.
If saved and attached as an image, please indicate the file name matching the requirement on each file.