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This tab provides different options to set the current agent desktop and call transfer options.

  Settings

• Call Record Control Enabled - When selected, allows agents to pause/resume or stop call recording.
• Notes Enabled - When selected, allows agents to utilize a free-form text field that can be stored and exported to the CDR. Limit of 4000 characters.
• Account Number Validation for Inbound and Manual Calls - When checked, the agent needs to validate the account number that does not exist in the contact manager and is allowed to dial the existing account numbers.
• Account Number Required - When selected, requires the agent to enter an account number when no account is associated with the dialed phone number on an Inbound or Manual call.
• Display Not Ready Reason Codes - When selected, allows agents to choose a sub-code, also referred to as break code to further define why they are not able to take calls.
  • List of Not Ready Sub Codes - These are non-configurable
    • Lunch
    • Training
    • Break Time
    • Meeting
    • Technical Difficulty
    • Other
• Hold Enabled - Select the checkbox to display the Hold button on Agent Desktop.
• Screen Recording Control Enabled - When selected, allows agents to pause/resume or stop screen recording by using call control buttons.
• Screen Recording Control Percentage - Allows you to select the percentage of calls to be screen recorded.

• Messagebook Enabled: Indicates if the voice messagebook button appears on the Agent Panel for calls.
• Force Specific Case - enables specific cases that will be autoformatted on agent entered account number. Available options are as given below:

  • None - This is a default option. If selected, the account number will be the way the agent enters it.

  • Upper - The account number will be in the upper case.

  • Lower - The account number will be in the lower case.

• Quick Responsebook: Enables you to select a quick responsebook for chat. A quick responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.

Transfer Options

• Transfer Option Enabled - Enables the transfer button for agents to initiate Manual, Agent to Agent, or Phonebook Entry transfers.
• Agent To Agent Transfer Enabled - Allows agents to transfer calls to other available agents. Click the link next to the checkbox. You will have a default option and a custom option for an agent-to-agent transfer configuration. 
  • Default - Allows agents to transfer calls to other agents within the same call center.
  • Custom - Select the required option to transfer to specific agents based on Service, Service Group, or Agent Teams.
    • Service -  Allows the transfer to agents within the same service the agent is logged into.
    • Service Group -  Allows the transfer to agents that are logged into the selected Service Group.
    • Agent Teams - Allows the transfer to agents that are logged in and the part of the specified Agent Teams.
• Manual Transfer Enabled - Allows agents to manually transfer a call.
• Phonebook Transfer Enabled - Allows agents to transfer calls to predefined phone book entries.