Communication Desktop (CDT)

The application offers a comprehensive range of functions related to enterprise telephony and contact center operations.

Contact center agents, switchboard operators, and other corporate users can use the same application in different ways depending on their needs and user rights.

This documentation describes the following:


Function	Description
User interface	Describes User interface elements, icons and modes The menu bar elements The destination field
Getting started	Explains how to Access and exit CDT Change your password Configure your Internet Explorer settings
Settings	Explains how to adjust the CDT settings in Tools > Settings.
Audio devices and volume settings	Lists audio device types and explains how to adjust volume and how to view data flow information of an active call.
Basic functions	Describes The ringback function Quick dial buttons Shortcut keys Voicemail
Search and directory functions	Explains how to Search for items in the directory and how the language priorities affect the search results Create and modify directory information
Presence information	Explains Profile types and the default behavior of profiles How to use profiles How to modify presence information of other users
Messaging functions	Explains how to send Instant messages E-mails via Tools > Send Message SMS messages
Basic phone functions	Explains how to Make, answer, end, and reject calls Put calls on hold Transfer and connect calls
Enterprise telephony functions	Explains how to View missed, answered, and dialed calls in the Calls dialog window View events of an active call Record calls Use the call waiting tone Set up a conference call Enter DTMF digits during active calls Make a video call
Contact center functions	The queue section describes: Queue modes and agent statuses Information on the queue list How to log on to and log off from a queue How to use the manager-assistant function Integration options The history section explains How contacts are displayed How to search for contacts How to view contact details The dashboard section describes how the daily statistics are compiled. The supervisor section explains the functions available for users with the supervisor role. The scripting section lists and describes the three different script types. The chat section explains how to serve in a chat queue. The e-mail section explains how to serve in an e-mail queue. The Outbound section explains how to serve in an Outbound campaign.