Settings

You can view and define the most important user options.

  1. Choose User Menu > Settings.
  2. Select the setting you want to change. See descriptions below.
  3. Click Save. To close without saving, click Cancel or the View Settings icon.
    Table 1. General Settings
    Setting Description
    Daily Pause Time The default value is defined by your administrator in System Configurator. Optionally, you may be allowed to set the value in Communication Panel. The default value is 30 minutes.
    Daily Work Time The value is defined by your administrator in System Configurator. Optionally, you may be allowed to set the value in Communication Panel. The default value is 8 hours.
    Auto-Answering If these settings are grayed out, you can only view them.

    If you can edit them, select the checkbox if you want to use auto-answering for Auto-Allocated Conversations and Direct Conversations. Direct conversations are conversations that don't come or go through queues.

    The Delay for Auto-Answering shows how many seconds the offering screen is displayed. The default value is 5 seconds. Admin can also define the value in System Configurator taking into account the auto-answering time does not exceed the queue conversation offering times.

    Note:

    If the value is set to less than 3 seconds, the offering screen may not be displayed but the conversation is connected directly.
    Personal Wrap-Up Time The time you remain in the wrap-up status after a direct conversation has ended. If the setting is grayed out, you cannot change the value defined in System Configurator.
    Note: This setting does not affect auto-allocated or picked conversations. The wrap-up time for these comes from the queue's settings in System Configurator (Queue Management > Queues > CDT Settings > Wrap-Up Time).
    Automate Sending First Chat Response Use this setting with chat queues, where a default reply template has been defined. Select this option if you want that the defined reply template is automatically sent as an initial response when you accept a chat conversation offering.

    Some settings are for viewing only, and you cannot change them in this application.

    Table 2. User InfoSome settings are for viewing only, and you cannot change them in this application.
    Setting Description
    Username View your username.
    Phone Extension View your phone number.
    Visible A Number Define if your own number or the queue number is displayed as the caller number in outbound calls, or if the number is hidden. The setting must be enabled by the administrator. The default value can be changed also in System Configurator.
    Chat Address View your chat address.
    Table 3. Audio Settings: Tones
    Setting Description
    Chat

    Chat Message

    Email

    Action Item

    Call

    Campaign Call

    		 Select the tone for each conversation type or the option No Tone. You can listen to the selected tone with the Play button.

    Call Waiting

    		 Select the tone played to alert of any additional incoming calls to your personal call queue. Administrators define the number of incoming calls allowed in your personal call queue in System Configurator (User and Role Management > Users > [user] > Contact Settings > Maximum Number of Waiting Calls)

    Table 4. Audio Settings: Audio Devices
    Setting Description
    Brands You can select a vendor's audio device here only if the vendor's audio device software has been installed in your system. For prerequisites, see the Communication Panel section in the Operation Guide.

    Microphone

    Playback

    Ringtone

    		 Select the devices you want to use for outgoing and incoming audio and playing ringtones. Note that you can only select devices if you are using Chrome, Edge or Opera browser. Device options are defined in the operating system. If you remove a device or a device is no longer available, Communication Panel uses the default device defined in the operating system.

    Table 5. User Interface
    Setting Description
    Language Select the user interface language from the drop-down list. This selection applies to all user interfaces where the selected language is supported. The selection also sets the help page language when the help page is opened from the Help button.

    Operating System Region settings are not applicable, but the time format (12/24) follows the selected language.
    Theme Select the theme that sets the UI appearance. Your selection is saved and activated automatically when you log in to Communication Panel again.
    Table 6. Simultaneous Ring Mode (SRM) and External Agent Settings
    Setting Field
    Simultaneous Ring Mode

    The simultaneous ring mode (SRM) function allows you to define an external audio device also for handling inbound and outbound calls (for example a mobile phone). You can also use SRM if you don't have a workstation audio device available for Communication Panel.

    Note that admins define whether these settings are available for configuration in Communication Panel. They can activate the simultaneous ring mode function for you in System Configurator > User and Role Management > User/ > User Settings Template > Multiterminal Desktop/Simultaneous Ring.

    To enable simultaneous ring mode:

    1. Add your phone number.
    2. Select if the device is to be used for inbound and outbound calls (or inbound only).
    3. Save your settings.

    Communication Panel will show the simultaneous ring mode icon when the SRM is set and available for use. An incoming call will be offered in both Communication Panel and the SRM device and you decide where to accept the call. If you answer the call from the SRM device, you are only able to talk, mute, and hang up the call. Hold and warm transfer are not possible although recording control and hang up are via Communication Panel. Only answering the call from the Communication Panel provides all call features.

    Note: Direct and queue calls can be recorded if you pick up the call in Communication Panel. SRM audio is only recorded when the recording is configured for the queue.

    Limitations in SRM use:

    • A supervisor providing agent guidance cannot use SRM for monitoring calls.
    • Handling campaign calls is not supported with SRM.
    • SRM can be used either:
      • for both inbound and outbound calls, or
      • inbound only
      Note:

      Using SRM for outbound calls only is not supported.

    • SRM can be used as the sole audio device for inbound and outbound calls.
    External Agent

    The external agent function allows to accept queue calls and calls to your extension number without being logged on to Communication Panel.

    Note that admins define whether these settings are available for configuration in Communication Panel.

    To enable the external agent function:

    1. Add the number you want to use as your external agent number.
    2. Select the queues.
    3. Save your settings.
    When the function is active, you will get a notification that the external agent function is enabled when logging out from Communication Panel.
    Emergency Locations
    To choose or create an emergency location, see Using E911 in Communication Panel.
    Note: This feature is applicable only in the US.

    Table 7. PDF OptionsIf administrators have defined that you can save and print conversations (you'll see the button), conversation details and content are automatically included. You can change the selection if needed.
    Setting Description
    Conversation Details Information from the Conversation Details extension
    Conversation Content The text and images displayed from the conversation
    Internal Notes The conversation's notes entered from the Internal Notes extension
    Table 8. Miscellaneous Settings
    Setting Description
    Password Enter your current password, and then the new password twice. Contact your admnistrator for information about password policy - how often the password must be changed and what requirements the password needs to fulfill.
    Log
    The default value of Medium is defined by your administrator in System Configurator. The icon shows where the logging level has been set:
    • : in the user settings template
    • : for your user account only
    Optionally, you may be allowed to change the log level in Communication Panel. The changed level is only valid during your current session. When you log out and back in to Communication Panel, it follows the setting in System Configurator.

    In error situations, try to download logs immediately. These can be attached to a support ticket and used in an investigation.

    About View version and copyright information.