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.

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.

CyDesk Tray Utility

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: https://cytrack.atlassian.net/wiki/spaces/CSD/pages/1437138949/CyDesk+User+Guide#Configuring-DeskTools

You should have an icon in your tray tools with a Cytrack logo on a white background.

If you open this it’ll launch a tray tool that will persist a notification in the bottom right of your screen if there are calls or alerts present

You can use the little cog button form the dark pane to pop the configuration pane where you select which alerts you wish to receive

Which should then get you persistent alerts in the bottom right which you can click to clear (Rather than having them disappear after a few seconds)

There’s also an option for sound on Ring – which will enable agents to have their PC make a noise when a call is ringing rather than just ringing in their headphones

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.

The user will then be prompted to enter an account code, which will be stored against that call in CyReport.

SMS Alerts in CyCx: Enhancing Customer Experience

Use case one: Customer hangs up in the queue and will receive an SMS such as “Sorry we missed your call, we have added you to our callback in queue and will be in touch with you shortly. If you wish you to opt out, reply ‘Stop’.”

Use Case two: Customer has selected callback in queue while awaiting an agent, the customer hangs up and will receive and sms such as “Thank you for using our callback in queue feature, one of our agents will ring you shortly. If you wish you to opt out, reply ‘Stop’.”

Description:
The SMS Alert feature in CyCx empowers administrators to automate SMS notifications based on specific triggers within the system. This functionality ensures efficient communication with customers while offering control and flexibility in managing communication preferences.

How it works:
This feature automatically schedules callbacks and sends SMS notifications to clients who abandon calls after waiting in the queue. Whether the wait was short or prolonged, clients receive:

Callback scheduling notification: Informs them of their status and assures them of an impending callback.

Client-side flexibility: Clients can opt out of the callback by replying to the SMS with a customizable keyword.

Administrator control:

Triggering events: Specify situations that trigger SMS notifications, such as failed callback attempts or meeting defined criteria.
Tailored notifications: Customize triggers and personalize message content to fit specific needs.

Benefits:

Improved customer experience
Leverage abandoned calls
Increased operational efficiency

Enabling and Configuring the Auto Callback Feature with SMS Notifications

Enabling Auto Callback:

Set Callback Queue:

Right-click the desired queue and select "Edit."
In the queue configuration interface, navigate to the "Auto Callback" tab under "Other."
Choose the specific auto callback queue for SMS notifications.

Auto Callback Features:

Alerted by Abandoned Calls:

When a caller waits without assistance and presses 9, they are automatically added to the callback in queue. (CBIQ)
Hanging up also triggers auto callback registration, capturing potential lost business opportunities.

Callback Tab in Campaign:

A dedicated "Callback" tab facilitates configuring SMS notifications for callers who opt for a callback or drop out of the queue.

Configuring Callback Settings:

Access Callback Configuration:

Right-click the callback associated with the chosen queue and select "Edit."
Access and adjust callback settings in the "Callbacks" tab.

Callback Campaign Features:

Number Validation Table: The validation table allows for the creation of validation rules to ensure that the caller's number is valid. For example, if a caller's number is private or suppressed, the validation table prevents the registration of callback requests with invalid numbers, thereby optimizing the callback process by ensuring that valid contact details are available for follow-up.
Send SMS on Receipt checkbox: Upon enabling the auto callback feature, the system automatically registers callers who hang up in the auto callback queue. In addition to this, by checking the "Send SMS on Receipt" checkbox, administrators can configure the system to send an SMS to the caller when they are placed in the auto callback queue. The text of the SMS message to be sent can be customized.
SMS Validation: The validation table allows for the creation of validation rules to ensure that the caller's number is valid. For example, if a caller's number is private or a landline number, the validation table prevents the registration of the number as sending an SMS to that number would be futile.
Send SMS on Unsuccessful Callback checkbox: When a callback attempt is unsuccessful, typically due to the client not answering the call, the system can be configured to send an SMS notification to the client. This notification informs the client of the unsuccessful attempt to reach them and provides options such as trying again later or opting out by replying with the word "cancel". Administrators can customize the content of this SMS message and provide clear instructions to the caller.
Text to Stop SMS and calls: The "Text to Stop SMS and calls" field allows administrators to specify the keyword that callers should use if they wish to opt out of receiving further SMS notifications and callback attempts. The specified keyword, such as "cancel", (it could be any word of your choosing) must be used for this purpose. Once a caller responds with the designated keyword, the system acknowledges the cancellation, the system sends a confirmation message, such as "Thank you, your callback has been cancelled". Administrators can tailor the message in this field.

CyDesk Manager User Guide