Configuring phone settings

You must have rights to modify or create user settings templates or user accounts.

You use this procedure to configure Communication Desktop settings for Sinch Contact Pro on-premise. We recommend defining these settings via a user settings template, but you can also define them separately for each user. The settings defined in the template are marked with an asterisk (*) in the user settings view.

Note: These settings are mainly for CDT used only in Sinch Contact Pro on-premise. Settings applicable to Communication Panel are mentioned separately.
  1. On the System Configurator main screen:

    • To define a user settings template, choose User and Role Management > User Settings Template and search for the template that you want to configure.

    • To define a user’s settings, choose User and Role Management > Users and search for the user whose settings you want to configure.

    The search result list appears.

  2. Choose the template or user by double-clicking it.
  3. Choose CDT Phone Settings.
  4. Configure the settings according to the following tables. If you want that the setting you have defined in the template cannot be changed on user-level, select Deny User-Level Modifications. Those settings are grayed out in the user settings view.
    Table 1. General Settings

    Field

    Function

    Autom. on Top (CDT only)

    Select this option if you want that the user interface appears automatically on the top of all open windows when there is an inbound call.

    Autom. Focus (CDT only)

    Select this option if you want that the focus is on the Answer button when there is an inbound contact.

    Enable the option Use Enter Key as Answer Button in the Contact Settings block if you want that users are able to accept inbound contacts by pressing the Enter key.

    Enable Transfer-On-Hold (CDT only)

    Select this option if you want the transfer-on-hold method is used when a call is transferred to an external number (for example to a mobile phone). In this method, the transferred call stays on the user’s contact list and if the person to whom the call is being transferred does not answer, the user is able to retrieve the call.

    Note:

    This method can only be used with calls that are transferred to external numbers.

    Restrict Call Disconnection (CDT only)

    Select this option if you want that the user is not able to disconnect calls when they are on hold.

    Call History Quota (CDT only)

    Choose the maximum number of calls that are saved and displayed in the personal call history in CDT (Tools > Calls). When the number of items exceeds the limit, only the latest items are saved.

    Added in SP05: To disable this function, choose the value 0. When this value is used, the Calls option in the Tools menu is disabled.

    Changed in SP05: Call details are no longer encrypted in the database.

    Call History Retention

    Removed in SP08.

    Choose the location where a user’s call history (answered, missed and dialed calls) is saved:

    • Workstation

      The call history data is saved into a client as an XML file.

    • Server

      The call history data is saved into the database.

    • None

      No call history is saved, and the Calls dialog window in CDT does not display the user’s call history.

    Visible A Number

    Choose an alternative A number (caller number) to be displayed instead of agent extension number when they make outbound calls.

    The setting applies also to Communication Panel and can be set in the Communication Panel application as well.

    Note the following:

    • To use calling line identification restriction (CLIR), choose Hidden. In the user settings template, use number 0.

    • If an agent blind transfers a call from an unknown number to an external number, the Visible A Number is shown as the caller number in the transfer destination.

    • If an agent uses simultaneous ring mode (SRM) device for outbound calls, the visible A number works as follows:

      When the system calls to the SRM device, the caller number is the agent's extension number. The second call is for the external number, and when this call is connected with the SRM device, the caller number shown to the customer is the defined visible A number.

    Conference PIN Code

    Enter an optional PIN code used for restricting the participation in a conference calls.

    Activate Not Ready Status when Presence Information Is Opened (CDT only)

    Select this option if you want that the Not Ready status is automatically activated when the Presence Information dialog box is opened.

    Activate Not Ready Status when Message Is Opened (CDT only)

    Select this option if you want that the Not Ready status is automatically activated when the Message dialog box is opened.

    Show Calls between Last and Current Session as Missed Calls (CDT only)

    Select this option if you want that the call attempts to the user between the last and the current session are shown with the missed call alert icon in CDT. Note that calls will be listed in the Calls dialog box under the Missed tab page regardless of the setting.

    Functionality changed in SP07. Earlier this setting was required to show the calls.

    Display Call Duration (CDT only)

    Select this option if you want that the title bar above the menu bar displays the duration of an active call.

    To activate a countdown timer that displays the wrap-up time in the CDT title bar, select this option and the option Activate Wrap-Up Status Automatically in Queue Management > CDT Settings. Note that clearing of the IE cache maybe required.

    Show Call Event Button (CDT only)

    Select this option if you want that the Show Call Event History button is displayed in the toolbar.

    Show Dial Pad Button in Compact UI Mode (CDT only) and Show Dial Pad Button in Normal UI Mode (CDT only)

    Select this option if you want that the Open Dial Pad Window button is displayed in the toolbar.

    Show Redial Button (CDT only)

    Select this option if you want that the Redial button is displayed in the contact view.

    Show Video Button (CDT only)

    Select this option if you want that the Open Video Window button is displayed in the contact view.

    Display Mobile Status (CDT only)

    Select this option if you want that the destination field displays the optional mobile number status. Displaying status information is possible only if the URL for Mobile Status Queries is defined in the Agent Server installation variables.

    Show Volume Control Button (CDT only)

    Select this option if you want that the Open Volume Control Window button is displayed in the toolbar.

    Show Ringback Button (CDT only)

    Select this option if you want that the Ringback button is displayed in the contact view.

    Display Phone Loading Confirmation (CDT only)

    Select this option if you want that a confirmation dialog box appears when users open a phone. For example, users can use CDT only as a directory and have a third-party phone for phone use.

    Display Switchboard Operator View and Functions (CDT only)

    Select this option if you want that the following functions are activated in CDT:

    • Mobile status selection in settings

    • External database usage

    • Additional technical status information (the number of calls waiting and the queue size if the calls are from a queue)

    • Additional tooltip information in the contact list row

    • Additional presence status information

    Display Answer Information for Queues (CDT only)

    Select this option if you want that an informative dialog window appears when there is an inbound call.

    The dialog window displays, for example, a greeting (such as This is customer service of Company XY. How may I help you?), or an informative message (such as A call from company X). Define the information content in Queue Management > Queues > CDT Settings > Queue Information.

    Table 2. Video Call

    Field

    Function

    Autostart (CDT only)

    Select this option if you want that a call is automatically turned into a video call when it is connected, and the video windows are reopened automatically when the user retrieves a call that has been on hold.

    Frame Rate (CDT only)

    Choose the high, medium, or low frame rate. The high frame rate refreshes the picture frequently but the picture is not as sharp as with the low frame rate. In most cases the Medium value is suitable but other values can be tested as well.

    Line Rate (CDT only)

    Choose the high, medium, or low line rate. The high line rate uses more bandwidth in the local area network (LAN) but the quality is better than with the low line rate. In most cases the Medium value is suitable but other values can be tested as well.

  5. Save your entries.