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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
Outbound Campaigns
Receiving OB Calls from Inbound Queues

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

Receiving OB Calls from Inbound Queues

You can receive Outbound campaign calls from an inbound queue when the following conditions are fulfilled:

Administrators have configured the campaign with the QueueDialer dialer type, and with an inbound queue.
You are logged on to CDT. Campaign calls cannot be received to MTD terminals, nor as an external agent.
You are logged on to the inbound call queue that is defined for the campaign.

You do not need to join the campaign. When the call is allocated to you the OB tab opens automatically. Either preview and progressive mode calls can be offered.

Limitations

Pause and Leave Campaign buttons are not enabled:

To pause, select an appropriate absence profile.
Joining and leaving the campaign is not possible but camapaign calls are allocated from the queue as long as there are calls available, or agents to take them.

Added in 1705.