During CyReport installation or when connecting to a SQL Server instance, you may encounter the error below. This article provides some steps to help you troubleshoot this error. image-20220819-083511.png Use SQL Server Configuration Manager (source link

Users may require access to the CyTrack database via ODBC in order to access the following from a non-server pc: CyReport Manager CyReport Directory CyDesk Manager requires access to the CyTrack database in to order to load campaigns. CyDesk Manager requi

Adding devices in CyRecord (version >= CyDesk 6.0 R1 B4) This option provides additional configuration to complete the CyRecord configuration. Devices that need to be recorded are registered in this tab. Recording profiles for agents are also created in t

Follow the below steps to add additional Microsoft Speech Platform for multi lingual support: Install a Language for Windows Select Start > Settings > Time & language > Language & region. (refer to Install a language for Windows (microsoft.com) https://su

Administrator Drag and Drop Queue Handling When a caller is waiting in an incoming queue, the call may be routed in real-time to an available agent inside or outside the queue. The call is simply dragged from the queue to an available agent, thereby trans

Request for Conversation 1.png The 'Chat Request' screen will pop on the chat agent’s screen to inform that there is a chat request in the system. They can 'Accept' the request to start the chat, or 'Reject' to send the call to another agent. In this exa

This feature is designed to automatically route the call to the Survey (or intended) queue to ensure all calls that requires to be rated are transferred accordingly. More importantly, this will also maximize agent efficiency and minimize errors in sendin

The Embedded RC with Pop feature Allows ACO users to seamlessly integrate their telephony functions within CyDesk. Overview of ACO Embedded RC with Pop Feature How to enable Embeded RC from CyDesk Manager Open CyDesk Manager and edit the agent you would l

Avaya IP Office SIP Setup for CyCC Avaya SIP Endpoints Programming PABX must have sufficient licenses for SIP phone to be used by HMP. If CyQ is licensed with 4 announcement ports, the number of SIP phone licenses required is 4. Follow the steps below to

Avaya IP Office SMDR Configuration Select the 'SMDR' tab and enter the following information: Output: Select SMDR from the drop box IP Address: Enter the IP Address of the PC that the TIM Enterprise is installed TCP Port: Enter 9000 Records to buffer: Ent

Avaya Setup for CyDesk Requirements Overview Latest PABX firmware and TSP drivers supplied. TSP Driver Installed on Server and TESTED PABX Setup with a static IP address that is on the same network subnet as the server and physically patched to the switc

Call Account Codes CyDesk supports the notion of Call Account Codes, which are used to keep track of calls made for an account. When a call is active, the user can select ‘Enter the Account Code’ from the drop-down menu on the Active Call Window. Call Ac

Problem Scenario 1 Agent is unable to play the recorded message from a callback and agent has cannot access the callback recording path. Scenario 1 Troubleshooting Steps TAPI Configuration and Management in Windows (202781809)__name=arrow - 1 - 2.jpeg Ens

Call Backs not coming through to Agents Problem Customers can Leave Callback or Web Callback, but not coming through to agents. Troubleshooting Steps TAPI Configuration and Management in Windows (202781809)__name=arrow - 1 - 2.jpeg Ensure that Campaigns a

The active call window automatically appears when you are on a call. This is how you can see the information about the call, and control the call. Answer When an incoming call is received externally or internally, CyDesk will be displayed. It also shows

Calls are not being routed Problem No call is being routed. Troubleshooting Steps TAPI Configuration and Management in Windows (202781809)__name=arrow - 1 - 2.jpeg Ensure that the Dial-In-Device is already pointed to the pilot extension. TAPI Configuratio

Follow the steps below to change an SQL server to mixed mode if this is required for an install running the CyTrack database. Mixed mode will allow users to access the CyTrack Database using the CyTrackuser and password via odbc. Change the SQL server to

Overview This article provides step by step guide on how to resolve the CheckPSmodule Error when using Single Sign On (SSO) in CyDesk Manager on local installs. Steps Following the following steps to resolve the CheckPSmodule Error for CyDesk Manager SSO.

Issue: CyDesk will not log in properly. It remains stuck after pressing Sign In. Cause: Google Chrome has had a recent update and deprecated the support for a legacy version of the TLS protocol. Steps to Fix: Open Google Chrome Browser Type chrome://flags

Overview This article provides information on CyReport and ACO reporting when comparing the data between the two systems. Key filters and differences are discussed to assists users reconcile data between the two reporting systems. Incoming Handled To gen

CyCall Team Step 1.Create a CyCall Team for the agents to be in. This is necessary because this is what CyCall uses to determine if there are any agents available so it knows whether to dial out. Configuration%20of%20CyCall%20and%20CyCC%20for%20Pre-Emptiv

Configure CySMS SMS Server Configure CySMS (202783629)__name=SMS.png The configurations in this tab are only available if the system is licensed for SMS Server. Add – Adds a new SMS Profile using the SMS Profile Editor. Following are three examples showi

Configuring Announcements This tab contains a list of Announcement Server profiles for call queuing and announcement services. A new announcement server profile can be added by clicking on the ‘Add’ button in the ‘Announcement Server’ list and an existing

Configuring Campaigns - Call Completions Tab Completions Configuring Campaigns - Call Completions Tab_1.png Completion Type – Assign completion codes to the campaign. Default completion codes are automatically added and cannot be removed from the campaign

Configuring Campaigns - General Tab The next sections explain the configurations in each tab. Note as mentioned above, each campaign type has different set of tabs available for configuration, and the options inside each tab may also differ. General Confi

Configuring Campaigns – Advanced Progressive Mode Progressive campaigns have an extended option that automatically assigns completion codes after a pre-determined period when the call isn’t answered, the phone is busy or call cannot be completed. This set

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,

Configuring CRM Integrations - Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/300285962/Configuring+CRM+Integrations+-+Generic before reading below informati

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

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 ar

Configuring CRM Integrations Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/300285962/Configuring+CRM+Integrations+-+Generic before reading below information

Configuring CRM Integrations - SalesLogix When CyDesk is integrated with SalesLogix, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within SalesLogix etc. Sets of configuration options can be groupe

Configuring CRM Integrations - Simpro Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/300285962/Configuring+CRM+Integrations+-+Generic before reading below in

Configuring CRM Integrations for Campaigns - Integration Tab - Goldmine Integration Integration – The CRM or database application to load contact records for the campaign. Validation https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/28940720

Configuring CRM Integrations for Campaigns - Integration Tab - SalesLogix Integration – The CRM or database application to load contact records for the campaign. Validation https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/289407203/Configur

Configuring CRM Integrations for Campaigns - Integration Tab – Generic Integration – The CRM or database application to load contact records for the campaign. Validation https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/289407203/Configuring

Configuring CRM Integrations for Campaigns - Integration Tab – Microsoft CRM Integration – The CRM or database application to load contact records for the campaign. Validation http://support.cytrack.com/entries/23343528-Configuring-Number-Validations Tabl

Configuring CRM Integrations for Campaigns -Integration Tab – ACT! Integration – The CRM or database application to load contact records for the campaign. Validation https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/289407203/Configuring+Num

Configuring CRM Integrations – HEAT Help Desk Logging Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/300285962/Configuring+CRM+Integrations+-+Generic before r

Configuring CRM Integrations – Xplan Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/300285962/Configuring+CRM+Integrations+-+Generic before reading below info

Configuring CyCall for ODBC Integration – Step 1 Configure ODBC Configuring CyCall for ODBC Integration – Step 2 Configure CyDesk Integration to ODBC Configuring CyCall for ODBC Integration – Step 3 Configure Campaign with ODBC https://cytrack.atlassian.n

Configuring CyCall for ODBC Integration – Step 2 Configure CyDesk Integration to ODBC Configuring CyCall for ODBC Integration – Step 1 Configure ODBC https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/290062526/Configuring+CyCall+for+ODBC+Int

Configuring CyCall for ODBC Integration – Step 3 Configure Campaign with ODBC (version >= CyDesk 6.0 R1 B4) Configuring CyCall for ODBC Integration – Step 1 Configure ODBC https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/290062526/Configur

Configuring CyCall for Pre-Emptive Dialling Configuring CyCall for Pre-Emptive Dialling (202783439)__name=1.jpeg This configuration in this tab is available only when Agent Mode is configured as Pre-emptive in the General tab. CyCall Profile – The name of

Configuring CyCall for SMS Block send and callback to SMS replies Configuring CyCall for SMS Block send and callback to SMS replies (202783449)__name=2.jpeg The configurations in this tab are not available unless the SMS agent mode is selected in the Gene

Configuring CyCall Pre-Emptive Dialling Settings The CyCall tab provides configuration options for the Pre-emptive dialer. Multiple profiles can be configured based on the desired rates of dialling and unsuccessful call classification. Configuring CyCall

Configuring CyCC - Advanced Configuration - Setting up Q-Lookup - Database Routing The Q-Lookup contains a list of database lookup profiles that can be used by CyCC to determine the queue the call must be assigned to, by searching against the caller numbe

Configuring CyCC - Advanced Configuration - Setting up Voice Message & SMS Alerts A queue can be utilized to record voice messages or make callback requests. The audio file can be copied to a network folder that can be accessed the users. An email notific

Configuring CyCC - Breaks (Presence) Break option allows the agents to manage presence and log out of the CyDesk system so they will not receive any calls. A new Break status can be added by clicking on the ‘Add’ button, and an existing one can be deleted

Configuring CyCC - Overview of Queue Types The Queues tab in CyDesk Manager is used to add, remove and configure queues for CyCC. There are several types of queue, and each queue type also has different set of tabs available for configuration: Auto Attend

Configuring CyCC - Partitions Agents, queues, campaigns, devices and break types can be placed into Partitions, which then can only be seen by the agents in that partition. This enables the system to be divided into logical units, or partitions, in order

Configuring CyCC - Queue Cascading Overview: Queue Cascading allows calls to follow the previous settings that are defined in the previous queue prior to it being overflowed or escalated. To enable queue cascading you will need to navigate to the General

Configuring CyCC - Queue Groups Queues can be grouped together for reporting to provide an overview. The call centre queue group combines the Inbound and outbound queues statistics. A new group can be added by clicking on the ‘Add’ button, and an existing

Configuring CyCC - Skills Skills The Skills tab is used to configure the necessary skills that Agents require to take phone calls from certain queues. The left hand side lists the available skill sets and the right hand side displays the skills belonging

Configuring CyCC for CyChat The configurations in this tab will allow integration to the CyChat Web Server. This configuration allows CyCC to accept web chat request and queue them to the next available agents in the queue. A new web chat integration prof

The configurations in this tab will allow integration to the CyLive Server. Each instance of CyLive needs to be configured CyCC is going to be used to escalate calls into CyLive. This configuration allows CyCC to determine which CyLive ports it can transf

Configuring CyCC for Web Callback Overview Configuring CyCC for Web Callback (202782369)__name=1.jpeg A Call-Back button or hyperlink can be placed on a website or in an email. A prospective customer can then click the link and be taken to a form to enter

Admin Page The Admin Page allows us to configure the CyChat system settings. It can be accessed by adding the AdminPage at the end of the CyChat URL. For example: http://red/CyChat/AdminPage http://red/CyChat/AdminPage The default User ID is admin, and it

?name=3.jpg This page allows custom greeting messages to be configured per Chat Agent, to change the default greeting message. Agent must first be configured in the 'Set Users' section before they can appear in this list. Simply type the Greeting Message

?name=4.jpg Chat Source is used as an identifier when routing the call to an agent. The options will be selectable in customer chat request form. This ‘Source Name’ setting must match with the identical setting in CyDesk Manager – CyChat tab. To add a ne

?name=6.jpg This page contains several key configurations that are completed during the installation process. Queue Server Port – the communication port to communicate with CyCC. Queue Server IP Address – the IP address of the CyCC server. CyChat Server A

?name=5.jpg This page allows CyDesk agents to be added into the CyChat system. Select the User Name from the list in the New User section, assign a password, and click on the 'Add' button to complete the process. You can also grant admin page access to th

?name=7.jpg This page allows configuration of wait messages. Wait messages are periodically sent to the customer chat request screen to advise the status of their chat request. The wait message is sent according to the position of the chat request in the

Configuring CyCX - Advanced Configuration - Number Routing (Routing Options) More complex routing options can be defined in the Routing tab e.g. multiple digits, transfer to a registered device / number / Queue / Caller Lookup service. The 'Add' button wi

Configuring CyCX - Configuring a Queue - The Agents Tab The Agents tab is where the agents that will receive the calls can be assigned into the queue. A new agent can be added by clicking on the ‘Add’ button, and an existing one can be deleted image-20200

Configuring CyCX - Configuring a Queue - The Announcements Tab The Announcements tab configures the order and duration of announcements made to callers while they are in the queue, as well as the call routing options. Configuring CyCC - Configuring a Queu

Configuring CyCX - Configuring a Queue - The Completions Tab After a queued call has been completed, CyDesk can be configured so the agent is required to enter a completion code. Codes can be assigned to the queue by clicking on the ‘Add’ button, and an e

Configuring CyCX - Configuring a Queue - The General Admin Tab The General tab allows the basic configuring of queue distribution and priority of the calls received in the queue. image2020-7-14_16-51-37.png Queue Name – Name of the queue. Links – Provide

Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation image2020-7-29_14-53-5.png GM Script – If CyDesk is integrated with GoldMine, a GoldMine script can be used when a call is answered from the queue. To select a script cli

Configuring CyCX - Configuring a Queue - The Overflows Tab In this tab we configure how the queued calls will overflow under certain conditions i.e. when the queue is disabled, or no agents are available. The queue can overflow to another queue, a number,

Configuring CyCX - Configuring a Queue - The Schedule Tab The Schedule tab controls the time period that the queue is active. If ‘Enable Time of Day Settings’ is checked then the queue will be enabled, and accept calls during the times set in the schedule

Configuring CyCX - Configuring a Queue - The Skills Tab Skills The Skills tab allows the skills based routing feature to be enabled for call distribution. If skills based routing is used, only the agents with the available skills can be added to the queue

Configuring CyCX for Callback-in-Queue Overview Configuring CyCC for Callback-in-Queue (202782379)__name=1.jpeg Callers in the Queue no longer need to wait - callers can be presented with an option to leave their details and a voice message and maintain t

Overview Configuring CyCC for Email Queuing (202782359)__name=1.jpeg CyCX can integrate with email servers thus emails can also be routed by CyCX. The emails are treated like a caller in a queue and will be routed to the next available agent. Options can

Configuring CyCX for Web Chat Overview Offer your customers and partners an easy way to get instant access to your team via Web-Chat Instant Messaging. CyChat is the perfect complement to our CyCX Connect Omni Channel Contact Centre solution. image-20200

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 admi

Step 15 The configuration of CyDesk is done from within CyDesk Manager, but there are certain items that need to be configured per workstation. If the machine running CyDesk Client is not connected to CyDesk Server, then a popup window box will appear up

Please find attached a guide on installing and configuring CyRecord O-Series Updated guide: Configuring and licensing O Series https://support.cytrack.com/hc/article_attachments/360001843016/Configuring_and_licensing_O_Series__002_.pdf CyRecord O Series

Please find attached a guide for installing and configuring CyRecord V-Series software CyRecord V Series Training Presentation.pptx https://support.cytrack.com/hc/en-us/article_attachments/115005542463/CyRecord_V_Series_Training_Presentation.pptx (4 MB)

Please refer to Configuring CyCC for Social Media http://support.cytrack.com/entries/23421912-Configuring-CyCC-for-Social-Media before reading this section Configuring CySocial for Facebook The SMTP tab in CyDesk Manager must be configured with one SMTP p

Please refer to Configuring CyCC for Social Media http://support.cytrack.com/entries/23421912-Configuring-CyCC-for-Social-Mediabefore reading this section Configuring CySocial – Twitter Call Back Create a new Queue with the Queue Type CyCall Team. You w

Please refer to Configuring CyCC for Social Media http://support.cytrack.com/entries/23421912-Configuring-CyCC-for-Social-Media before reading this section The SMTP tab in CyDesk Manager must be configured with one SMTP profile. Please consult Configuri

Configuring Email Server Integration Profiles Different Email Server integration profiles can be created in this window. This is used to enable the Email Queuing feature with CyCC. New emails that arrive into the inbox will be pushed to a queue, and distr

Configuring Holidays and Zones Configuring Holidays and Zones (202782319)__name=SystemConfiguration.jpeg Zones Queue behaviour can be automatically adjusted according to Holidays for the Zone in which a queue is based. Zones are primarily for centralized

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 pro

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 thes

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,

Configuring Number Validations The Validation tab enables the definition of sets of predefined conditions, used to remove invalid or incomplete numbers from a dataset prior to the calls being made through the CyCall outbound telemarketing campaign module.

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 Manage

Configuring Port mirroring for SIP recording Below is a Sample diagram showing the typical configuration for the port mirroring required for SIP recording image2023-2-2_17-27-57.png

Configuring SMTP SMTP profiles are used to send email notifications in different areas of the system. 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. Configuring SMTP (20278

Problem Unable to login to CyDesk Client. It is connected to the Server but the Server is not connected to the PABX Troubleshooting Steps Make sure CyDesk PBX Server service is running. Check CyDesk Config to ensure a PABX is selected on the PABX tab.

NOTE: This document is for the use of Cytrack Staff only. This process is not to be shared to external parties. From an existing Install: In C:\Program Files (x86)\CyTrack\CyReport\db Source a copy of the DatabaseSrc.bak. image-20210225-061701.png Make

Creating a Survey Queue This article will illustrate how to create or add a Survey Queue https://support.cytrack.com/hc/en-us/articles/204953609 into your system: 1. Login to CyDesk Manager 2. Navigate to the Queues section in the CyDesk Manager Con

Creating a Trigger Report: When break duration greater than specified time Scenario: Have an email subscription to report on agents who have 'Bathroom' or 'Coffee' break for more than 5 minutes to be sent twice daily, one at 12:00 p.m. that has data from

Creating a Voicemail Queue This article will guide you on how to configure and create a voicemail queue https://support.cytrack.com/hc/en-us/articles/204953849. To be able to record voice messages, the primary requirement is to create a voicemail queue in

Creating Completion Codes A completion code is used to mark the result of the call. This code is mostly used with CyCC inbound queue calls and CyCall outbound campaign calls. A new completion code can be added by clicking on the ‘Add’ button, and an exist

Creating Queue Assignments The Assignments tab is used to assign devices to different queues for the CyCC system. A new assignment can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon. Creating

Creating Recording Profiles in CyRecord Creating Recording Profiles in CyRecord (202783229)__name=4.jpeg A new CyRecord 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. You c

Below is the CRM compatibility table for CyDesk and functions that we are capable of delivering: CRM_Compatibility.jpg To download the file, click below. CRM Integration Matrix.pdf https://support.cytrack.com/hc/en-us/article_attachments/360000169175/

CSTA & Mux Clarification Grid for the Panasonic PBX This article is to provide guidance and clarification for when CSTA, SMDR or a Mux is required for interoperability and functionality between CyTrack modules. First of all, a Mux is not required to have

CSV Config Decoder We have modified the config decoder, as well as the configurable decoders, so that they now handle CSV formatted SMDR as well as fixed off set SMDR, which was all they could do in the past. This should mean that instead of me having to

Request for Chat Window The Customer Page is where the chat request is created. Internally it can be accessed by adding the Custome Page at the end of the CyChat URL. For example: http://red:8080/CyChat/CustomerPage http://red:8080/CyChat/CustomerPage The

Problem Customer calls in from Company ABC but their name and number do not appear to the Agent in CyDesk. Analysis CyDesk integrates with CRM to obtain customer information. Troubleshooting Steps If an ODBC entry is used on client workstations to connect

Attached is the Preinstall Form applicable for CyCC on Panasonic CyCC Pre-install Form v2 Panasonic with Record.docx https://support.cytrack.com/hc/en-us/article_attachments/115012037986/CyCC_Pre-install_Form_v2_Panasonic_with_Record.docx (200 KB)

?name=CyChat_ban.png Click here for What is CyChat http://support.cytrack.com/entries/23223512-What-is-CyChat- Click here if you would like one of our sales team to contact you http://www.cytrack.com/index.php/contacts#register-yourself Please see CyCha

CyCoach Architecture CyCoach runs as a web application hosted on an IIS Web Server. The application connects to the CyTrack Database to store the information for CyCoach and also to access the information that is stored by the CyDesk, CyRecord and CyRep

?name=CyCoach_banner.jpg Click here for What is CyCoach http://support.cytrack.com/entries/67314776-What-is-CyCoach- Click here if you would like one of our sales team to contact you http://www.cytrack.com/index.php/contacts#register-yourself Please see C

CyCoach login What's in this article: 1. Steps on how to login to CyCoach 2. Description of the login page components Launching CyCoach CyCoach is a web application therefore, you may need to enter the URL on your browser manually, if a shortcut has n

For details on adding Questions and building Questionnaires for Assessment in CyCoach please refer to the attached CyCoach guide. CyCoach White Paper.pdf https://support.cytrack.com/hc/en-us/article_attachments/115007375966/CyCoach_White_Paper.pdf (3 MB)

CyCX – Updating Queue Announcements This guide shows the procedure on how to update existing queue announcements. 1. Log into CyDesk Manager on the actual server. Note: If you login to the CyDesk Manager on your computer, the 'Queue Announcements' option

Problem From the CyDesk Client the Agent is unable to see Incoming Calls and is also unable to make a call. Troubleshooting Steps Try restarting the Telephony service and then CyDesk PBX Server service on the Server. Use Julmar Phone Dialer to test whet

Step 13 The CYTRACK Installer will again start installing a few more component to completion. You will then get to the CyDesk Configuration Wizard as shown in the next step. ?name=1.jpg Step 14 The CyDesk Configuration Wizard will be launched next. ?name=

Configuring DeskTools The DeskTools service works with CyDesk to support features that are not provided in Browsers. You will need Desktools for the folliwing features: Outlook Integration - must be configured in Agent settings Copy to Dial - must be enab

Step 1 Ensure CyDesk Installation Requirements is ready. Refer to link below for full details: CyDesk Installation Requirements Step 2 Ensure CyReport is installed first if bundled as part of the product suite. Refer to link below for installation guide

CyDesk Installation Guide https://support.cytrack.com/entries/23670113-CyDesk-Installation-Guide Pre-Installation Requirements The requirements for CyDesk are divided into two parts: System Requirements TAPI Requirements 1. System Requirements Server R

image-20210225-065457.png 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 trai

Download the latest CyDesk Manager installation file Open your internet browser and login to our Cytrack Support Portal with URL Software Downloads & Updates https://cytrack.atlassian.net/wiki/external/NmE3MDAxZGUzZWFhNDY4ZWFjNDIxNmQxM2UwODM2NWE Locate th

CyDesk Manager Options To open CyDesk Manager Options Click CyDesk Manager Options (202782029)__name=arrow - 1.jpeg Options CyDesk Manager Options (202782029)__name=arrow - 1.jpeg CyDesk Manager Options CyDesk Manager Options (202782029)_1.png The CyDesk

Problem CyDesk Manager is unable to connect to the CyTrack Server Troubleshooting Steps Check if the server address setting in CyDesk Manager is correct. Open CyDesk Manager and click on options → Configure and select CyDesk Manager Options image-20220826

Attached is the preinstall form for use with Panasonic CyDesk Installs CyDesk Pre-install Form v2 - Panasonic.docx https://support.cytrack.com/hc/en-us/article_attachments/115009044286/CyDesk_Pre-install_Form_v2_-_Panasonic.docx (200 KB)

CyDesk Server Configuration CyDesk Server Configuration (202781999)__name=CyCC_CyDeskServerConfig.png CyDesk Server – Specifies the machine on which the CyDesk server is running. This is configurable using CyDesk Config. Port – Specifies the port on which

CyDesk Services CyDesk Services (202783959)__name=Services.jpeg This node shows the installed CYTRACK services, their current status, and startup configuration. Services can be started / stopped by using the right-click menu on each service under Status c

Right click on CyDesk shortcut, select Properties and go to Shortcut. In the field Target add the parameters user, extension and break and "/AutoLogin". 1.png i.e. "C:\Program Files\CyTrack\CyDesk\DeskClient.exe" U:John E:106 B:Ready /AutoLogin Then add t

From Release 21-2-3 onwards, The CyDesk pop alerts on activity have been moved to a new tray utility for anyone who has installed the client side tools (Or desk manager) Note: Any users wishing to install the client side tools can find instructions here:

Please note that our online manuals reflect features included in the latest version only - please check your version to ensure compatibility - and we recommend always engaging with CyTrack support to use the latest version Table of Contents Introduction T

?name=CyLive_ban.png Click here for What is CyLive http://support.cytrack.com/entries/23281082-What-is-CyLive- Click here if you would like one of our sales team to contact you http://www.cytrack.com/index.php/contacts#register-yourself Please see CyLive

CyLive Installation Guide This is for a new install of CyLive on a Single Server. Step 1 Run the Installer application with Administrator privileges. Step 2 If Microsoft .NET Framework 4.0 is not already installed, you will receive the message to install

Configuration guide for CyPulse Monitor Service Overview The purpose of the CyPulse Monitor Service is to have a service running which is separated from the rest of the services within the suite which can be used to trigger an alert if any of the services

Attached is the pre Install form for CyRecord CyRecord Panasonic Pre-install Form v3.docx https://support.cytrack.com/hc/en-us/article_attachments/115011457246/CyRecord_Panasonic_Pre-install_Form_v3.docx (200 KB)

Overview CyTrack has been providing telephony reporting and billing since 1995. We have one of the most powerful systems on the market as CyReport provides over 130 reports, and many of those reporting formats were compiled and designed around customer s

Attached is the preinstall form for Cyreport ACD Panasonic CyReport ACD Panasonic Pre-install Form.docx https://support.cytrack.com/hc/en-us/article_attachments/115005098126/CyReport_ACD_Panasonic_Pre-install_Form.docx (200 KB)

Introduction CyReport Analytics offers a robust report generation tool, empowering users to create customized reports and modify pre-existing system reports to align with their requirements. CyReport Analytics is compatible with a wide range of communica

Dashboard user guide Dashboards Log in to the application with valid credentials * If Windows SSO is enabled for your system then you may have the option to login with a Windows account image-20220201-095311.png After login, user lands on default Slider p

Configuring CyReport - CyReport Directory Manager CyReport Directory allows the administrator to assign items such as an extension number, account code, and/or authorization code to a user and logically group these users. Additional information such as e-

You may wish to review our Pre-Install Checklist for CyReport deployments that also assists in planning necessary and applicable information prior to commencing a CyReport deployment to site. CyReport Installation Step 1 Run the Installer application with

Step 10.5a - Select the Connection Type Click Next. ?name=newWizardConnTypeCTI.png Select CyReport CTI. Step 10.6a - select the Network address of the CYTRACK CTI and PABX Type Click Next. ?name=BICTIConn.png The network address of the call data sou

CyReport is slow to start up Problem CyReport is taking a long time to load on workstations. Troubleshooting Steps Configuring CyReport - Configure a Site (202782979)__name=arrow.jpeg Check if ODBC tracing has been turned on for their machine. The optio

image-20210225-233250.png Welcome to the CyReport Self-Paced, Self-Learning, Simulated Training Exercise. This simulated environment will guide you through the process of the CyReport https://support.cytrack.com/hc/en-us/articles/202782919Installation an

Configuring CyReport - Using CyReport Manager Advanced CyReport configurations are carried out with the CyReport Manager. Run CyReport Manager from the CyReport Application Launcher. Configuring%20CyReport%20-%20Using%20CyReport%20Manager%20(202782949)__

Attached is the preinstall from for Cyreport for Panasonic along with the required SMDR options settings for the Panasonic NS series SMDR options Panasonic NS Series.pdf https://support.cytrack.com/hc/en-us/article_attachments/205965046/SMDR_options_Panas

title_banner.png New to CyReport? This article will guide you on the basics of CyReport, enough to get you started. Also, attached is a downloadable version at the end of the article. 2.png3.png4.png5.png6.png7.png8.png9.png10.png 11.png12.png To down

CyTrack Security Manager The main purpose of the Security manager application is to allow the Administrator/users of the system to edit and view permissions/restrictions regarding the CyReport products and the reports generated from this tool. The followi

?name=CySMS_ban.jpg Click here for What is CySMS http://support.cytrack.com/entries/23281052-What-is-CySMS- Click here if you would like one of our sales team to contact you http://www.cytrack.com/index.php/contacts#register-yourself Please see CySMS Br

Use Case One: Streamlining Customer Service Imagine a scenario where a customer initiates contact through an SMS message seeking assistance. With CySMS, the inbound message seamlessly enters the system, allowing for efficient queue management and routing

?name=CySocial_ban.png Click here for What is CySocial http://support.cytrack.com/entries/23281122-What-is-CySocial- Click here if you would like one of our sales team to contact you http://www.cytrack.com/index.php/contacts#register-yourself Please see

?name=CySocialfb.jpg CySocialTM Social Media Contact centre Integration Detailed Functionality & Features List Details With CySocial Facebook integration, we can take the Twitter call back concept one step further and actually monitor, queue and manage al

?name=CySocialtw.png CySocialTM Social Media Contact centre Integration Detailed Functionality & Features List Details Twitter sometimes described as the ‘SMS’ of the internet, allows people to enter messages no longer than 140 characters long based on th

?name=CySurvey+banner.jpg Click here for What is CySurvey http://support.cytrack.com/entries/66788077-What-is-CySurvey- Click here if you would like one of our sales team to contact you http://www.cytrack.com/index.php/contacts#register-yourself Please se

What does it mean to your business if you employ CySurvey? Real-time and raw information on the level of customer satisfaction, more significantly, dissatisfaction on every call/ interaction at your fingertips. A drill-down of an issue and giving your bus

Our 24/7 After Hours Assurance Service is an optional, annual subscription allowing you to register service requests through our Issue Resolution Service 24 hours a day, seven days a week. The service is provided by telephone and remote connection. In the

Activity Tracker and AutoPCI Description Activity Tracker enables CyTrack Administrators to monitor and record the applications Agents are using on their desktops. It is passive, and does not block or deny access to any programs, but may be useful in de

We are committed to providing you with professional and valuable Services whilst safeguarding your privacy. Full details can be found here: https://www.cytrack.com/privacy-policy/ https://www.cytrack.com/privacy-policy/

CyDesk Integration guide for Salesforce CRM 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

CyDesk Web Interface Default Ports: Can be changed during installation Port Server or Client TCP or UDP Functionality 5002 Server TCP Deskweb Notification Socket 5000 Server TCP Used by Deskweb HTTP for Login processing CyDesk Server Engine Ports: These a

Our Professional Services range from deployment & project services, through to support and assistance with modifications, additions and changes to your CyTrack System. For full details, please download the CyTrack Professional Services brochure https://st

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Dashboard hangs when accessed and does not load the login page or page fails to load. Delete cache and cookies in the Microsoft Edge Open Microsoft Edge, select Menu (3 dots icon on top right corner of the browser) > Settings > Privacy, search, and servic

Database error opening CyReport Problem When opening CyReport the error ‘Database Failed to Open’ is displayed. Troubleshooting Steps TAPI Configuration and Management in Windows (202781809)__name=arrow - 1 - 2.jpeg Check the System DSN ODBC settings. TAP

This article provides instructions to run sql scripts to prune extension duplicates in the ACD agents Extension list in CyDashboard. image-20221206-221118.png Stop CyReport Engine service. Backup Database ‘CyTrack’ run, against the database: select eas.id

This article provides instructions to run sql scripts to prune extension duplicates in the CyReport Directory. Stop CyReport Engine service. Backup Database ‘CyTrack’ run, against the database: delete from tblDirExtAcdStationState where id_ext not in (sel

cytrackio.png Procedure in Reference QMD-14 Deployment Services Purpose of Instruction To provide an end to end guide to the customer on the process of the deployment and transitioning into business as usual and after sale support services Over

The CyTrack Desk Web Dialer is now available from the Chrome store https://chrome.google.com/webstore/search/cytrack for enabling 'click to dial' capabilities when using CyDesk Web client within Chrome. The click to dial functionality is a great way in en

Diagnostics Diagnostics (202782669)__name=1.jpeg In the ‘Help’, there is a number of information that helps during a troubleshooting session. About CyDesk Manager – Displays the CyDesk banner where you can see the software version. This must always match

Digium Asterisk set-up for CyDesk This guide will show you how to set-up your Digium phone and start the CyDesk Asterisk service. Once configured and set-up accordingly, your CyDesk should be able to answer and place calls via the Digium Asterisk phone.

Directory not appearing on CyReport Filtering One reason that could make the directory not being listed when trying to use is as a filter for a report is because there are multiple trees in CyReport Directory. The directory is meant to have a single main

Do Not Call Description The Do Not Call feature allows Administrators to Add/ Remove/ View numbers of customers on a register who do not want to be called on the CyDesk Manager. The register is intended to regulate and minimize the number of unsolicite

Email Verification Email address: Package code: Challenge code: Submit

Emergency Mode Emergency Mode can be enabled to quickly switch CyCX into ‘Out of service’. Such feature is required during emergency situations e.g. fire or earthquake, and administrator wants to ensure call is still attended in the best possible way. Eme

Report – Report Export attached image-20230929-063746.png Dashboard: Box – Unreturned calls per group for today image-20230929-064104.png Box Custom Query: Unreturned – Highlighted ids will need to be updated based on group ID select Count (distinct tbl

Export & Print Report Export Report Reports can be exported into PDF or Excel formats from the Report Viewer by clicking on the ‘Export’ button on the menu bar. Save the export to a specified location. Print Report A report can be printed from the report

Extension based port mirroring diagram Extension based port mirroring diagram (211541186)_Diagram_-_CyTrack_CyRecord.png

Extensions are not shown in CyDesk Manager Problem In CyDesk Manager- no extensions are visible. Troubleshooting Steps TAPI Configuration and Management in Windows (202781809)__name=arrow - 1 - 2.jpeg Go to Control Panel - Phone and Modem - Advanced and c

Extensions are showing offline/unavailable in CyDesk Manager Problem In CyDesk Manager - under the PABX - all/some Extensions are showing offline Extensions are showing offline_unavailable in CyDesk Manager (202781699)__name=1.jpeg Troubleshooting Steps C

CyTrack has an efficient online help desk with a first-rate online queueing service, which ensures that all requests created through this service gets addressed in the shortest possible time. The service/ support desk has a wide coverage and is manned by

Overview Clearing Stuck Calls in CyDesk Stuck calls are calls that are no longer active on the PABX but for various reasons are still believed to be in progress. Often this will be reported by customers as “Calls are not dropping onto the Agents”. Typic

If CyRecord O Series is being installed, the server will require physical space to accommodate the PCI-E cards and USB devices required for recording. Please see table below for specific slots and devices required based on the trunks being recorded. imag

A second Network Card is required for SIP recording using CyRecord V Series. This will be done by port mirroring of the SIP/RTP data at the customer switch. Please ensure the switch is capable of supporting Port mirroring. If the Customer utilizes SIP tru

How to Assign Completion Codes for Abandoned Calls This brief guide will show you how to assign completion codes for abandoned calls. Prerequisites: You must have access to CyDesk Manager Completion Codes must be created for Steps 4 & 5 below How to As

What is Sleep Mode Sleep Mode is a feature available in Chrome and Microsoft Edge browsers. It temporarily puts all tabs other than the current one into a sleep state, helping to conserve memory, extend battery life, and enhance the speed of your computer

How to extract decoder details to SQL This 4-step guide (for Installers) will show you how to extract decoder details to SQL and have a file saved for easy access and use. How to extract decoder details to SQL (204423055)_1_step_1_label.png Place the extr

Installation Procedure: Please ensure dotNet 4 is installed on your Server. It is available from the Microsoft Download Website. If dotNet 4 is installed, you may skip to step 2. Run dotNetFx40.exe to begin the dotNet 4 installation. ?name=1.jpg A

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 ri

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: 1. You have 2 options in launching your CyDesk Manager: Clicking on the desktop sho

How to open and login to CyReport The CyReport Web Application allows users to run reports, subscribe to scheduled reports, print and export reports in Excel or PDF format for further manipulation. CyReport Web is a web based client which only requires a

Why Setup CyDesk Client as an App For optimal performance of the CyDesk client when running in Chrome or MS Edge browsers, it's recommended to run the CyDesk client as an 'App'. Both browsers offer an 'App' option, which Cytrack mandates as the optimal se

Setting up ODBC and CSV import for Telemarketing.mp4

Problem After doing a complete uninstall of CyTrack – the new install attempt fails Troubleshooting Steps ==>Ensure you have followed the CyTrack Uninstallation Guide and that all Services were stopped before commencing with the uninstall ==>Check that

Download the Installer Save the teamviewer Host installer to your machine. Note: Make sure your browser and virus-protection software allow downloads DOWNLOAD https://web.cytrack.com/wp-content/uploads/Deploy.exe 2. Run the Software When downloading is co

Download the Additional Software Zip from http://www.cytrack.com/index.php/update-software http://www.cytrack.com/index.php/update-software This zip contains files needed for the main application install as well, so place it somewhere accessible from both

The CySurvey application is developed as a powerful but simple survey solution that enables you to ask your customer questions that requests a score from a specific range, such as, a 0 – 10 score. Callers can immediately rate a service after a call by si

Summary This document describes how to setup mobile extension for a single station in iPECS vUCP so when you call a station number it’ll also ring the mobile number specified. Continuing from the above this document will also show you how to create a new

Mail Setting Before a Subscription can be enabled, the following CyReport Settings must be configured first. On the main CyReport Web Interface, click on ‘Settings’. Select ‘Mail Settings’ from the list on the right hand plain. Enter your SMTP det

Maintaining the correct office/ business hours for Daylight Savings Time Maintaining the correct office_ business hours for Daylight Savings Time (205263273)_Clock_Chara_2.png CyCC and CyCall queue time of Day scheduling is based off the server time. As

Managing Campaigns The buttons in the Campaigns tab allows the selected campaign to be loaded and controlled. Managing Campaigns (202783459)__name=Camp1.png Load – Integrates with the configured source and loads the contact records into the campaign. This

Managing Queue Priority, Skill Based Routing and Queue Mode Managing Queue Priority CyCC utilizes a sophisticated Queue Priority Formula which is used to prioritize a queue over others. The queue with the highest priority (depicted by a larger number) wi

Master Report Glossary This article contains the following definitions for the elements and items in Master Report: Columns in Master Report Options in Master Report Selection Option Values Mapping of terminology in Master Report Master Report Glossary (2

This article contains the following definitions for the elements and items in Master Report: Columns in Master Report Options in Master Report Selection Option Values Mapping of terminology in Master Report image-20210225-071228.png Following list conta

Monitor CyDesk agents The display indicates the agent’s status, by expanding the tree we can see the queues an agent is a member of and the current extension the agent is logged in at. Monitor CyDesk agents (202782059)_1.png When an agent is on a call to

Monitor PABX The display shows activity of all devices which are being monitored, i.e. the CyDesk system is receiving information from the telephone system about that extension. If this is not the case, if the telephone is not being monitored for any reas

Monitoring Campaigns To display the current campaigns status. Campaigns are grouped by their campaign type. Monitoring Campaigns (202783389)_1.png New – Number of calls yet to be made in the campaign Queued – Number of calls ready to be made Ready – Numbe

Monitoring Queue & Statistics Display the Statistics of the Queue and the agents who are members of the Queue. Queues are grouped by their queue type. Monitoring Queue & Statistics (202782039)_1.png In – Number of Agents assigned into the queue Avl– Numbe

Multi-Site Configurations In response to the need for timely, transparent, and efficient reporting across multiple sites or business locations, CyTrack has developed the Multisite Configurations. CyTrack’s multisite reporting solution has significantly im

New Completion Codes to classify Abandoned Calls CyTrack developed and added a new feature that would ensure all incoming calls would have a completion code. These are calls that were not routed to, or did not get answered by an Agent. Calls such as: Ne

No Announcements Played Problem Announcements are not being played when calls come in. Troubleshooting Steps CyReport Installation Guide (CTI logging Configuration) (202783899)__name=arrow - 1 - 2 - 3 - 4.jpeg If Using a Dialogic board for handling Call q

Panasonic NS1000 SMDR (System Message Data Recording) Call Data (SMDR) can be output to the LAN (as well as via RS232c). Maintenance (1.1) -> Main -> SMDR Options. Both the port number and the SMDR password can be changed if needed. Panasonic NS1000 S

Panasonic SIP Setup for CyCC Panasonic NS1000 SIP Programming Ensure SIP extension is Licensed on the Panasonic NS1000. The PABX must have sufficient licenses for SIP Extension to be used by HMP. If CyCC is licensed for 4 announcement ports, the number

This issue can also manifest as an SQL error being signaled each midnight, since CyReport Engine is set to run this stored procedure each midnight. To resolve, permission needs to be granted to the user that CyReport Engine uses to access the database. In

Personal information and data security (also referred to as data protection) is the relationship between the collection and dissemination of data, the public expectation of privacy, the technology used, and the legal issues surrounding them. Find out more

Queue Details View When user right-clicks on a queue and selects ‘Show Details’ Queue Details View (202782009)__name=Usermanual_select_queue_details.png the Queue Details View screen will be displayed as shown below. This screen provides a graphic represe

CyDesk Navigate to C:\Program Files (x86)\CyTrack\CyDesk(64Bit OS) or C:\Program Files\CyTrack\CyDesk(32Bit OS) and run the DeskLicensingProgram.exe ?name=1.jpg CyReport Navigate to C:\Program Files (x86)\CyTrack\CyReport\bin (64Bit OS) or C:\Program File

Voice Recording Storage Anynode G.711 mono = 8.000 bytes / s G.711 stereo = 16.000 bytes / s GSM = 1.625 bytes / s MP3 mono = 2.000 bytes / s MP3 stereo = 4.000 bytes / s We would usually use MP3 mono – 2kb per second, 7.2mb per hour

If I log into the Recording software for V Series I can see ongoing calls in the active call list but they're not then appearing in the list of recorded calls. First check if the software is showing warnings about being unlicensed. if so apply the requi

The Telephony service must be configured to properly recover itself – and most importantly reconnect CyDesk PBX service – in the event of a TAPI service failure. CYTRACK recommends the creation of a simple batch file called RESTART_TAPI that executes the

CyCx can be setup to playback the phone number a caller has entered in a Call-Back in Queue. The system will play the entered number back to the caller and give caller option to confirm or re-enter the number. To use the replay option, the following wave

Report Schedules Creating a new Schedule New schedule can be added at the time of subscription by simply clicking on the plus (+) sign next to the ‘Schedule’ option. Click on 'Save' once a schedule has been specified.

Report Subscription Once a Report Template is saved, CyReport Web allows users to subscribe to the report based on a defined schedule. Below we will look at an hourly schedule to be emailed to a recipient. To Setup a Report Subscription, open a saved re

Reporting List Guide for CyReport The CyReport Reporting List Guide Provides a very intuitive tool to monitor the customer service and operation performance of the business. You can easily check and analyse if your level of service and staff are adequ

Resetting an Announcement Port The administrator may reset an announcement port by right-clicking on the port in the device list and selecting Reset Port. The port reset will disconnect any active call in the port. This feature should only be used for tro

In the case the dashboard application is not accessible due to all licenses used up and an administrator is not able to log off users using the Dashboard ‘Click to logout current user from other instances’ button, IIS services can be restarted to release

Restarting TAPI When there is an issue with TAPI that requires the service to be restarted, it is very critical to stop any running applications that utilize TAPI, such as TAPI Soft Phone or CyDesk PBX service. TAPI may fail to restart otherwise, and migh

Run a New Report To Run a New Report, select a report of your choice from the ‘New Report’ folder and click on it to open the three step reports wizard. In this example, we are going to run a report for CyDesk agent break. Click on ‘Call Center’ to o

smdr_file.txt https://support.cytrack.com/hc/en-us/article_attachments/202174603/smdr_file.txt (40 KB)

User Ext.csv https://support.cytrack.com/hc/en-us/article_attachments/202020446/User_Ext.csv (134 Bytes)

Once a report has been run, the report template with the selected criteria can be saved for future use. The ‘Save’ or ‘Save As’ button on the Top menu allows a user to save the report to a specified folder. 1.png2.png Report Templates can be saved in the

Scripting Example - Step 1 Get Started image2020-8-5_11-41-2.pngTo get started open the ‘Script Designer’ and choose File > New. This will automatically insert a Step Box of the type Say into the design panel. The Say Step is often the step which works be

Scripting Example - Step 2 Special Settings Staying with the <Say 1> Step, open the configuration screen and go to the Say Settings tab and you will find a number of text boxes, any text box that is coloured yellow has some special functionality. As an e

Scripting Example - Step 3 Transitions The Transition tab is where you will tell the script what to do when an input from a caller is detected, if the Next Step column of the transition list is left empty, the call will finish when that transition is dete

Scripting Example - Step 4 Adding Further Steps To create subsequent steps, click on a step icon from the tool box docked to the left of the designer and then click onto the design panel where you want the step to appear. Do this now for the Make Call Ste

Scripting Example - Step 5 Advanced Configuration & Routing In the <Make Call 1> configuration screen, enter some text into the TTS text box e.g. "Transferring you to Sales". Then in the 'Number to Dial' text box enter the extension number of the Sales de

SQL Server Reporting Services Rest can be used to manage and automate your reporting. This document cover queries that can be used on data records. Please click on the file link to access the document.

Service Level Percentage Formula This short guide will show you how to calculate the Service Level Percentage of your contact centre. The Service Level or SL is equal to the Calls Answered within the Service Level over the Calls received less the sum of S

Overview This article provides instructions on how to setup single sign on (SSO) across all the Cytrack modules. Setting up Single Sign On (SSO) for CyDesk Follow the following steps to setup Single Sign On (SSO) for CyDesk. Open CyDesk Manager Select Opt

Setting up the Survey Queue This article contains the following guides: Steps on how to set-up the Survey Queue https://support.cytrack.com/hc/en-us/articles/204953609 For guidance on adding or creating a Survey Queue, click HERE https://support.cytrack.

Setting up the Voicemail Queue After adding/ creating a voicemail queue https://cytrack.atlassian.net/wiki/spaces/SUPPORTARTICLES/pages/300253348/Creating+a+Voicemail+Queue?search_id=51099e06-9c1a-4133-8f5b-e3b1a311362b, you will now be able to set-up the

This article provides instructions for manually setting up ODBC Connection to the CyTrack database. On the Start page, type ODBC Data Sources. The ODBC Data Sources Desktop App should appear as a choice. Refer to Microsoft article Open the ODBC Data Sourc

Overview To enable SSO for CyReport Teams App (For single tenant) we would need to register application in customer azure active directory. This article provides steps to register application in azure active directory. Azure AD provides access to your tab

Using wireshark to troubleshoot SIP Port Registraion Failure may log an error ‘590 Destination unreachable (port unreachable)’. image-20220819-085057.png This error indicates that the port on the PABX may not be configured correctly. A common cause of thi

SQL Server Install Fails after Uninstalling CyTrack Problem After doing a complete uninstall of CyTrack – the new install attempt fails while installing SQL Server Troubleshooting Steps Configuring CyReport - Configure a Site (202782979)__name=arrow.jpeg

CyReport Installation Step 1 Run the Installer application with Administrator privileges. image-20210225-235601.png Step 2 If Microsoft .NET Framework 4.0 is not already installed, you will receive the message to install it Select Yes. image-20210225-23

CyDesk Installation Guide https://support.cytrack.com/entries/23670113-CyDesk-Installation-Guide Step 12 The CyDesk Configuration Wizard will be launched next. image-20210225-235715.png Step 12.1 - The CyDesk license information is displayed Click Next. ?

Stage 1- CyReport Installation http://support.cytrack.com/entries/23215433-CyReport-Installation-Guide Stage 2 - CyDesk Configuration http://support.cytrack.com/entries/23667396-CyDesk-Configuration-Guide%20%20 Stage 3 - HMP Configuration http://support.c

Stage 1- CyReport Installation http://support.cytrack.com/entries/23215433-CyReport-Installation-Guide Stage 2 - CyDesk Configuration http://support.cytrack.com/entries/23667396-CyDesk-Configuration-Guide%20%20 Stage 3 - HMP Configuration http://support.c

Step 1 Open CyDesk Manager ==> Select Options ==> Select Configure ==> Login to CyDesk Manager Configuration Step 2 Go into the Announcements tab ==> Create an Announcement Server profile to integrate Dialogic HMP with the PBX. ?name=1.jpg Step 3 Double

Greeting files for each queue can easily be copied using CyDesk Announcement Manager. Step 1 Run the CyDesk Manager from the Start Menu ==> Programs ==> CyTrack. Step 2 Go To Option ==> Configure and click Queue Announcements under Administration Node. S

Stuck Call in CyDesk Client Problem Tom is using CyDesk to monitor and control extension 207. After the call has ended on the actual telephony device, CyDesk does not clear the call and it still shows an active call. Analysis On the server, we use TAPI So

System Reset CyTrack Services CyDesk Server CyDesk Server is the main engine for the CyTrack Solution it allows all other services to connect. CyDesk PABX Server CyDesk PABX Server communicates to the windows telephony service to show active extensions. O

TAPI Configuration and Management in Windows Microsoft Windows provides tapimgmt.msc to manage TAPI. This can be used to view the TSP and devices registered with TAPI on this machine. Note This tool is not available by default in Windows XP TAPI Configura

TAPI Managed by own Service Host TAPI Managed by own Service Host. TAPI is a Windows service, i.e. it is a DLL that Windows runs inside a shared instance of SVCHOST.EXE. The below command will make TAPI run in its own instance of SVCHOST.EXE If there are

TAPI Tools CYTRACK recommends the use of the following tools to assist any TAPI troubleshooting and/or analysis: TAPI Soft Phone TAPI Call Monitor Calls are not being routed (202781889)__name=arrow - 1 - 2 - 3 - 4.jpeg TAPI Soft Phone https://support.cytr

The Campaign Tab The Campaigns node in CyDesk Manager is used to add, remove and configure campaigns for outbound telemarketing or callback. There are several types of campaigns, and each queue type also has different set of tabs available for configurati

The Designer Tools The Designer Tools (202783689)__name=2.jpeg Pointer The tool to move steps around the designer. The Designer Tools (202783689)__name=3.jpeg If Expression This function enables a script to vary by evaluating two variables. Examp

The Routing tab on CyDesk Manager Figure 1

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ACD Group Combo Box image-20230929-063509.pngimage-20230929-063522.png Group Name – this is the name of the Ring Group as programmed in the PABX system. Agents In – Number of extensions logged into the Ring Group Busy – Extensions busy on call (any type o

TSP Driver / Telephony Service Crashes When Accessed If the TSP Driver has an unused NIC selected, it will crash the Telephony Service. This will affect the operation of CYTRACK applications which rely on the TAPI. You will need to access the TSP Driver C

If users are unable to access Dashboard App from within teams i.e., the app is running slow or is not loading, use the following steps to troubleshoot and resolve the issue. Clear cache from windows In the task bar search for settings , go to Apps section

Problem Tom is trying to listen to the company’s Announcement greetings on the handset - but is unable to hear any announcements that are being played. Troubleshooting Steps Make sure the configurations are correct in CyDesk/CyDesk Manager. Check the an

Table of Contents Updating of public SSL certificate is applicable in the following sections. Updating/adding public SSL certificate for CCX Desk / CyDesk Save your SSL certificate (Cert must include the private key) onto the required server, remember w

Use of Https Url Authorisation program This is where you can download this. HttpsAuthorizer.exe

Using CyScript Designer CyLive includes a designer tool so that those businesses that wish to can take on simple administration tasks and changes and even design their own complex IVR scripts and features. Multiple scripts can be designed and opened simul

File Menu ?name=Dashboard_01.png New – create a new Dashboard canvas, and set the ‘Configuration File Settings’ in Options to default to local configuration file when the Dashboard is reopened. Open – open a saved XML local configuration file. Use the exp

Overview This article provides a guide for recommended columns to be used when reporting on Agent handling time. Adding ‘Agent Duration’ The agent duration column reports on the duration of call by an agent. Use the steps below to add/update columns in th

Using Wireshark There can be instances where we may require analyzing the network traffic so as to find the cause of the problem. To do this we can use Wireshark. Wireshark is a network protocol analyzer. It is "free software", you can download from ht

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What is CyCall ? What is CyCall _ (202783399)__name=CyCall_ban.jpeg Click here to connect to the CyCall Web Pages https://web.cytrack.com/cycall-omni-channel-outbound-and-tele-marketing-contact-centre/ Click here if you would like one of our sales team to

What is CyCC ? What is CyCC _ (202782079)__name=CyCC_ban.png Click here to connect to the CyCC Web Pages https://web.cytrack.com/cycx-omni-channel-contact-centre/ Click here if you would like one of our sales team to contact you https://web.cytrack.com/co

What is CyChat ? What is CyChat _ (202783309)__name=CyChat_ban.png Click here to connect to the CyChat Web Pages https://web.cytrack.com/cychat-web-chat-service-solution/ Click here if you would like one of our sales team to contact you https://web.cytrac

What is CyCoach? What is CyCoach_ (202783859)__name=CyCoach_banner.jpeg CyCoach is a web application that is aimed to provide coaching/training functionalities to the call centre staff and also to assess the quality of the services provided by the call ce

What is CyLive? What is CyLive_ (202783649)__name=CyLive_ban.png Click here to connect to the CyLive Web Pages https://web.cytrack.com/cylive-intelligent-ivr-and-design-tool/ Click here if you would like one of our sales team to contact you http://www.cyt

What is CyRecord ? What is CyRecord _ (202783209)__name=CyRecord_ban.jpeg Click here to connect to the CyRecord Web Pages https://web.cytrack.com/cyrecord-call-recording-and-reporting/ Click here if you would like one of our sales team to contact you http

What is CySMS? What is CySMS_ (202783619)__name=CySMS_ban.jpeg Whether it’s reaching your customers wherever they are to deliver the information they need in an instant, or simply adding a personal touch to your customer service through messaging, SMS is

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