Agent tab 1
• Enable Settings: On\Off decides if the settings section on the CT Client Personalization tab will be visible to the agent
• Log To File: On\Off decides if log is written to desktop or server
• Hidden: On\Off decides if the CT Client will run hidden from view, note – cannot be turned On if the user is required to interact with the CT Client application
• Hot Seat: On\Off decides if the computer hostname will be used to map the phone extension to use. The phone extension can be registered in 3 different ways: 1. the user have the extension configured under their windows login profile. 2. The computer hostname is used to map to the extension (the template has a list of computer hostname to phone extension mapping) 3. The user is prompted to enter their phone extension.
• Prompt Extension: If turned On the user will be prompted to enter their extension
• Force Disposition: Future Feature. On\Off decides if the disposition will be forced
• Enable Plugins: Yes\No to enable the plugin functionality within the CT Client application. If you have developed custom plugin(s) for CT Client or deployed CT Salesforce Connector Click to Dial, this setting must be set to Yes.
• Personalization: If Yes, the Personalization tab in CT Client is visible to the user. The Personalization tab allows the end user to change CT Client theme, save and restore layout and more.
• Presence: If Yes, the Presence tab in CT Client is visible to the end user. The Presence tab allows end user to view other end user’s state and initiate call.
• Inbound Disposition: Select Disposition group as configured at the server level Site/site name/Resources/Disposition for inbound calls
• Outbound Disposition Group: Select Disposition group as configured at the server level Site/Resources/Disposition for outbound calls.
• Inbound ACD Disposition: When set to ‘No’, disables disposition code requirements for non-ACD calls, e.g., direct calls to agent.
• Maximum History Records: The number of history items shown in the CT Client History tab.
• Forced Application Shutdown After: Automatically shuts down CT Client at a specified time. Enter value as military time. Examples: 08:29 = 8:29AM, 22:17 = 10:17PM.
• Plugin Directory: Relative path to CT Client installation folder. Folder where custom connectors and plugins are located.
• Call List Items Display: The number of call list items to retrieve (as displayed in the CT Client application’s Outbound tab).
• Require Close Password: On\Off decides if the user must enter a password in order to close the CT Client application. The password entered in the “Close Password” text box will be used.