View and Change Settings

General Settings

• Daily Pause Time: The default value is defined in System Configurator, optionally value can be set in Communication Panel. The default value is 30 minutes.
• Daily Work Time: The value is defined in System Configurator, optionally value can be set in Communication Panel. The default value is 8 hours.
• Auto-Answering: These settings may be grayed out, and can be viewed only. Added in 2005.

  If you can edit them, select the checkbox if you want to take auto-answering in use for Auto-Allocated Conversations, Picked 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, it cannot be edited. The default value is 5 seconds.

  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).

• Username: View your username. This value is saved in the browser session memory and kept until the cache is emptied.
• 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.

• Incoming Chat Tone, Chat Message Tone, Incoming Email Tone, Incoming Action Item Tone, Call Ringing Tone and Campaign Ringing Tone: Select the tone for each conversation type, or the option No Tone. You can listen to the selected tone with the Play button.

• Audio Device Brands: Select the audio device vendor. Your selection is saved and taken into use and only changed if you change the audio device in the settings.

  For prerequisites, see Jabra Headset Prerequisites.

  Added in 2005.

• Microphone Device, Playback Device, and Ringtone Device: 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 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.

• 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.Added in 2002.

Administrators can also enable and configure these settings in System Configurator.

• Simultaneous Ring Mode: Simultaneous ring function allows to define multiple audio devices for receiving inbound and outbound calls. Enable simultaneous ring mode, add phone number and select if this mode is used for inbound and/or outbound calls. Save your settings. The Simultaneous Ring Mode function can also be activated in System Configurator > User and Role Management > User Settings Template. Communication Panel will show a message when simultaneous ring mode is on and call is picked up in the other device.If call is picked in the other device, it is still possible to hang up the call in Communication Panel. The simultaneous ring mode is not supported to be used only for outbound. Communication Panel will show a notification if Simultaneous Ring settings need to be checked.

  If you do not have audio device available in the Communication Panel and the Simultaneous Ring Mode option is enabled, you can accept the call only in the external number. Transfer and record functions are available however consultation call is not possible.

  Call recording when the Simultaneous Ring Mode is enabled: When this mode is active direct and queue calls can be recorded if the call is picked up in the Communication Panel. User recording is not possible if call is picked up in the simultaneous ring external number. Call recording is only possible in the simultaneous ring external number when recording is configured for the queue.

• External Agent: External Agent function allows to accept queue calls and calls to your extension number without being logged on to Communication Panel. Enable the External Agent function, add external agent number and select the queues. Save your settings. When External Agent function is active, you will get a notification that the function is enabled when logging out from Communication Panel.