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

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