Configuring CDT Audio Settings

Note: These settings are not supported in Communication Panel.
You must have rights to modify or create user settings templates or user accounts.

You use this procedure to configure user-specific CDT settings. We recommend defining these settings via a user settings template, but you can also define them separately for each user. The settings defined in the template are marked with an asterisk (*) in the user settings view.

  1. On the System Configurator main screen:

    • To define a user settings template, choose User and Role Management > User Settings Template and search for the template that you want to configure.

    • To define a user’s settings, choose User and Role Management > Users and search for the user whose settings you want to configure.

    The search result list appears.

  2. Choose the template or user by double-clicking it.
  3. Choose CDT Audio Settings.
  4. Configure the settings according to the following tables.

    If you want that the setting you have defined in the template cannot be changed, select Deny User-Level Modifications. These settings are grayed out in the user settings view. To make modifications to these settings later, you must deselect the option Deny User-Level Modifications before you can edit them.

    Table 1. Settings for Calls

    Field

    Function

    Show Mute Button (CDT only)

    Select this option if you want that the Mute button is available for activating and deactivating the microphone.

    Handset

    Removed in SP07.

    Choose the serial port for an audio device that uses a COM port. If the user uses a USB or other device, select the None value.

    Use DirectX (CDT only)

    Select this option if you want that the Terminal component on the workstation uses the DirectX technology for audio handling. Although this may improve the sound quality, this function should be tested before taking it into use.
    Table 2. Ringing Tones for Calls

    Field

    Function

    Call Waiting Tone Prompt (CDT only)

    Choose whether the default prompt is used as the call waiting tone. The default is knocking.wav.

    Call Waiting Tone Type (CDT only)

    Choose whether CDT plays the call waiting tone only once or until the call is abandoned or offered to the user as the next actual inbound call.

    Ringing Tone Prompt (CDT only)

    Choose which ringing tone CDT uses. To use the default tone, choose the RingIn.wav file (from the %TEMP% directory). If you want to use one of the predefined ringing tones instead of the default tone, select an appropriate value from the dropdown menu.

    Ringing Tone File (Incoming), CDT only

    Enter the optional ringing tone file name for direct calls.

    USB Ringing Tone (CDT only)

    If the user uses a USB device, you must choose the option to use the internal ringing tone of the device. In this case any other ringing tone values have no effect.

    The option Cyberphone has been removed in SP07.

    Alert Tone Prompt (CDT only)

    Choose whether the default alert tone prompt is used.

    Alert Tone Type (CDT only)

    Choose whether CDT plays the alert tone only once or until the call is abandoned or offered to the user as the next actual inbound call.

    Ringing Tone File for Queues (CDT only)

    Enter the optional ringing tone file name for queue calls.

    Ringing Tone Prompt for Queues (CDT only)

    Choose which ringing tone CDT uses. If you choose the Default value, the software uses the RingIn.wav file (from the %TEMP% directory). If you want to use one of the predefined ringing tones instead of the default tone, select an appropriate value from the drop-down menu.

    Ringing Tone Type for Queues

    Choose whether CDT plays the ringing tone only once or until the call is abandoned or offered to the user as the next actual inbound call.

    USB Ringing Tone for Queues

    If the user uses a USB device, you must choose the option to use the internal ringing tone of the device. In that case any other ringing tone values have no effect.

    The option Cyberphone has been removed in SP07.

    The ringing tone options for e-mails and chats have been added in SP07.

    Table 3. Ringing Tones for E-Mails and Chats

    Field

    Function

    Ringing Tone Prompt for Allocated Chats (CDT only)

    Choose which notification tone CDT uses when a chat contact is allocated to an agent.

    Ringing Tone File for Allocated Chats (CDT only)

    If you chose a personal file for the ringing tone prompt, enter the file name.

    Ringing Tone Type for Allocated Chats (CDT only)

    Choose whether CDT plays the notification tone only once or several times.

    If a personal file is used as a notification tone with the option Play Continuously and the tone is longer than 5 seconds, only the first 5 seconds are played and then the playing starts from the beginning until the contact is answered or rejected, or the answer timeout is reached.

    The option Play Once plays the entire tone.

    Ringing Tone Prompt for Allocated E-Mails (CDT only)

    Choose which notification tone CDT uses when an e-mail is allocated to an agent.

    Ringing Tone File for Allocated E-Mails (CDT only)

    If you chose a personal file for the ringing tone prompt, enter the file name.

    Ringing Tone Type for Allocated E-Mails (CDT only)

    Choose whether CDT plays the notification tone only once or several times.

    If a personal file is used as a notification tone with the option Play Continuously and the tone is longer than 5 seconds, only the first 5 seconds are played and then the playing starts from the beginning until the contact is answered or rejected, or the answer timeout is reached.

    The option Play Once plays the entire tone.

    Ringing Tone Prompt for Forwarded E-Mails (CDT only)

    Choose which notification tone CDT uses when an e-mail is forwarded to an agent.

    Ringing Tone File for Forwarded E-Mails (CDT only)

    If you chose a personal file for the ringing tone prompt, enter the file name.
    Table 4. Volume Control

    Field

    Function

    Amplify Audio (CDT only)

    Choose the multiplier for amplifying or attenuating the level of outgoing and incoming voice. The value is between -3 and 3.

    Amplify Microphone (CDT only)

    Choose the multiplier for amplifying or attenuating the level of outgoing and incoming voice. The value is between -3 and 3.

    Comfort Noise (CDT only)

    Select this option if you want that the system generates subdued artificial background noise during an active call. For example, completely silent gaps during the voice transmission may lead to assumptions that the connection has been lost. Comfort noise may also improve the sound quality. This background noise is not audible to the caller (only agents can hear it).
  5. Save your entries.