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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
Integration
SAP CRM Integration

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 (Communication Desktop) 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

SAP CRM Integration

In the CRM integration, you are logged on to both IC WebClient and CDT and you handle contacts in IC WebClient. For information about IC WebClient functions, see the SAP CRM documentation on the help portal (http://help.sap.com/crm).

Note:

Although the IC WebClient user interface allows forwarding chat sessions to agents, in the integration, you can only forward chat sessions via queues and not directly to other agents.