Configuring CDT Settings

You must have rights to modify the queue or to create queues.

You use this procedure to configure the queue settings related to Communication Desktop (CDT). Queue Contact Information is applied to Communication Panel as well.

  1. Communication PanelOn the System Configurator main screen, choose Queue Management > Queues.
  2. Search for the queue whose settings you want to configure.

    The search result list appears.

  3. Choose the queue by double-clicking it.
  4. Choose CDT Settings.
  5. Configure the settings according to the following table.

    Queue Type

    Field

    Function

    Phone, e-mail, and chat

    Activate Wrap-Up Status Automatically

    Select this option if you want that the Not Ready and Wrap-Up statuses are given to agents automatically when they use the e-mail view.

    To activate a countdown timer that displays the wrap-up time in the CDT title bar, select this option and the option Display Call Duration in User and Role Management > User Settings Template > CDT Phone Settings. Note that clearing of the IE cache may be required.

    Phone, e-mail, and chat

    Activate Not-Ready Status After Rejecting Contact

    Select this option if you want that agents are given the Not Ready status automatically when they reject a queue contact.

    Phone, e-mail, and chat

    Wrap-Up Time

    Enter the value to define how long agents remain in the Wrap-Up status when they disconnect a queue or personal contact.

    The queue wrap-up time overrides the wrap-up time defined in User and Role Management > Users/User Settings Template > Contact Settings for queue calls. Personal calls follow the wrap-up time of user settings.

    Phone, e-mail, and chat

    Use Rest Time After Scripting

    Select this option if you want that the agents remain in the Wrap-Up status also after they have completed a script.

    E-mail and chat

    Default Reply Template

    Select the default reply template for this queue. The template list displays all reply templates in the system; to add a new template, see Managing Reply Templates. Added in SP08.

    Note:

    To have the template available to users in CDT, do the following in Queue Management > Reply Templates for the folder where the template is located:

    • Add the queue to the Queues assignment block.

    • Add the users or user group to the Access Rights assignment block

    Phone, e-mail, and chat

    Handling Time Limit

    Enter the time after which the destination field displays a message informing the agent that the handling time limit has been reached.

    Phone, e-mail, and chat

    Target Directory for Searches

    Enter a queue-specific search group that is automatically selected to be the target directory when an agent receives an inbound contact from this queue.

    Phone, e-mail, and chat

    Queue Contact Information

    Enter the content of an informative dialog window that appears when there is an inbound queue contact.

    The following variables are available:

    • %ANUMBER%

    • %FIRSTBNUMBER%

    • %FIRSTQUEUENAME%

    • %LASTBNUMBER%

    • %CALLID% Can be used only in CDT.

    • %QUEUENAME%

    • %EXTRADATA%

    Use the BR tag for line breaks.

    example:

    The following answer information is defined in SC:

    A call from %ANUMBER% BR to%FIRSTBNUMBER% BR Hello my name is [your name] and you have called to the %QUEUENAME% queue. How may I help you?

    This information is displayed for end-users as follows:

    A call from 010234567

    to 522

    Hello my name is [your name] and you have called to the Customer Support queue. How may I help you?

    Note:

    To display the queue information to CDT users, you must also select Display Answer Information for Queues in the CDT phone settings of a user or a user settings template.

    Queue Contact Information can be displayed in Communication Panel as well. The information is displayed for all queue users, no separate activation is required. Added in 1911. Support for variables added in 2002.

  6. Save your entries.