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Communication Desktop (CDT)
The application offers a comprehensive range of functions related to enterprise telephony and contact center operations.
Contact Center Functions
E-Mail Handling
Handling Incoming E-Mails
Forwarding E-Mails

Communication Desktop (CDT)
The application offers a comprehensive range of functions related to enterprise telephony and contact center operations.
- User Interface
  Describes different areas of the user interface and used icons
- Getting Started
  Browser prerequisites, password change, and accessing and exiting the application
- Settings
  Configuring your CDT application
- Audio Devices and Volume Settings
  Configuring audio devices and adjusting volume
- Basic Functions
  Using ringback, voicemail, and recording functions and quick dial buttons and shortcut keys
- Search and Directory Functions
  Using search, creating personal directories, and modifying directory information
- Presence Information
  Using absence and presence profiles and modifying presence information
- Messaging Functions
  The Communication Desktop (CDT) application offers various messaging functions.
- Basic Phone Functions
  Using basic CDT phone functions
- Enterprise Telephony Functions
  Viewing call events and using call recording, video call, and conference call functions
- Contact Center Functions

Forwarding E-Mails

To forward the e-mail to another queue or to another agent, click either the To button or the Transfer button.

A dialog window opens and you can search for agents and queues.
Choose the queue or the agent and then click To, Cc, or Bcc and OK.

If you choose Transfer you are only allowed to choose one agent or queue.To allows you to choose several recipients by holding down Ctrl and clicking the agents or queues on the list. (Added in SP04)

Note:

When you forward an e-mail to another agent, the transfer list displays only the agents that have rights to serve in the queue from which the e-mail was picked.

You can only forward the e-mail internally. To send the e-mail to someone who is not in the Sinch Contact Center directory, enter the e-mail address into the To field and click the Send button.