Toaster notifications

Toaster notifications are browser-specific. They appear only when the Desktop browser tab is open in the background and not the active browser window or tab. Desktop becomes inactive in the following circumstances:

  • You’re using other browser windows or tabs.

  • You’re using other applications.

  • You minimize the Desktop window.

When Desktop isn’t active, a sound notification on the browser taskbar alerts you based on your configured settings. Click the notification to make Desktop active.

  • Your operating system and browser settings determine how the toaster notification appears.

  • The operating system and the browser must have toaster notification permissions enabled.

  • Allow browser permissions when prompted.

  • The position of these notifications depends on your specific operating system.

  • Toaster notifications replace existing notification pop-ups.

Chrome settings

On Windows 10 and 11, notifications may not appear in the browser. To make the notifications appear correctly and not in the built-in notification pane, select the Google’s Chrome Don’t allow sites to send notification function. When finished, the notification is shown in your operating system's original format.

If you're not using Google Chrome, see your browser's documentation for instructions.

Desktop notifications

Desktop notifications are displayed in the built-in notification panel. Note the following notification behaviors:

  • Notifications can be stacked.

  • Notifications can be automatically dismissed or closed.

  • Your administrator sets how many notifications can appear and how long it takes for them to close.

Handle sensitive data in toaster and desktop notifications

If the administrator has enabled Senstive data setting, various types of personally identifiable information (PII) and payment card information (PCI) are masked in toaster and desktop notifications. However, PCI information is masked only for social media channels. The following table provides more detailed information.

NotificationRestricted data
Audio call and SMSOnly the last four digits remain visible and the PII information remains masked.
EmailOnly the domain name remains visible. Also, PII and PCI in toaster and desktop notifications remain hidden.
WhatsApp Business, LiveChat, Apple Message for Business If the sender's name is set as a number, only the last four digits remain visible. In the case of an email in LiveChat, only the domain name is visible. Also, PII and PCI in toaster and desktop notifications remain hidden.

Enable or disable notification settings

Notifications keep you in the loop by alerting you to new events that require your attention, such as alerts, new messages, and state changes on Desktop.

Before you begin

Sign in to Webex Contact Center Agent Desktop.

1

Click User Profile.

2

In the User Settings section, click Notification Settings.

3

Toggle Enable Notifications to on.

By default, the Enable Notifications toggle is enabled and the notification center icon displays in the horizontal header.

4

Toggle Enable Silent Notifications to control the display of alerts. Enabling silent notifications delivers alerts to the notification center.

By default, the Enable Silent Notifications toggle is disabled.

5

Toggle Enable Sound Notifications to enable or disable sound notifications. You can adjust the volume using the slider.

  • Click to mute or click to unmute the sound.
  • Click to listen to the default sound.

By default, the Enable Sound Notifications toggle is enabled, and the volume is set to 80 percent.

The changes made to the notification settings are retained until you clear the browser cache. However, when you sign out and sign in again, the notification settings revert to their default values.

WebRTC Notification Settings

To ensure that you receive notifications consistently, you must check your settings, specifically the Do not disturb option for notifications. The Do not disturb option suppresses notifications to minimize distractions. However, you can configure it to receive notifications.

To turn on the Do not disturb option on Windows:

  1. Click Settings > System > Notifications.
  2. Turn on the Do not disturb toggle.

Set notifications on the Chrome browser

  1. Open the Chrome browser and click Settings > Privacy and security > Site settings > Notifications.
  2. Click Add next to Allowed to send notifications.
  3. Enter the URL of the site.
  4. Click Add.

Set notifications on the Microsoft Edge browser

  1. Open the Edge browser and click Settings > Cookies and site permissions > Notifications.
  2. Under Allow, enter the URL of the site.
  3. Click Add.

Set notifications on the Firefox browser

  1. Open the Firefox browser and click Settings > Privacy & Security > Permissions.
  2. Scroll to Permissions.
  3. Click Settings to the right of Notifications.
  4. Choose Allow or Block from the Status drop-down for any of the websites.

Set the duration of notification display on Windows.

  1. Click Settings > Accessibility > Visual effects.
  2. In the Dismiss notifications after this amount of time drop-down list, choose an option to define how long notifications are displayed.
If you’re customizing your desktop layout, first download the default desktop layout. Ensure that the time in "browserNotificationTimer" of the Desktop Layout is equal to the time you selected above.

You can receive notifications from calls, chats, emails, and social messaging conversations. The notification includes the customer's name, phone number, chat message, or request for information. However, if the administrator has enabled Senstive data setting, then ANIs, DNIS (for outgoing calls), and username in the email addresses remain masked in the notifications.

The notification includes the customer's name, phone number, chat message, or request for information. For example:

Action

Notification

When a call recording is resumed.

Auto Resume Recording

Recording will resume in 5 seconds.

When multiple users edit the Call Associated Data (CAD) variable values at the same time.

Customer Information has been Updated

Your changes are overwritten with the updated call data.

When a screen pop is delivered successfully to you.

Screen Pop Delivered

Screen pop has been delivered to you.

Reopen Screen Pop or <Screen Pop hyperlink>

Based on the routing configuration that your administrator has set in Flow Designer, you can see either the customized display text or the Reopen Screen Pop hyperlink.

When another agent accepts your consult request.

Consult Connected

Your consult request has been accepted.

When another agent accepts your conference request.

Conference Connected

Your conference request has been accepted.

When a consult call request is put on hold.

Consult Call on Hold

Your consult call has been put on hold.

When a call is automatically wrapped up.

Auto Wrap Up

Your call has been wrapped up automatically.

When you receive a chat message from the customer.

Messages from John Doe

Ok I got it. Thank you!

When you send an attachment to the customer.

Messages from John Doe

Sent an attachment.

When you send the conference chat message to another agent.

Messages from Barbara Hecker

Hey, this is Barbara Hecker. How may I ...

When the customer ends a chat message.

End Chat from Jason Welch

Your chat has ended.

When you change your team.

Changed Team Successfully

You’re now signed in to Sales_Team.

When you receive an incoming call from the Webex App.

Incoming Call from Jane Doe

00:02

When you receive a chat message from the Webex App.

Message from John Doe

Ok I got it. Thank you!

When you receive a meeting request from the Webex App.

Incoming Meeting from Jane Doe's Personal Room

00:02

When a supervisor changes your state from the Supervisor Desktop.

<Supervisor name> changed your state to Available.

When a supervisor signs you out from the Supervisor Desktop.

Sign Out

You’ve been signed out by <Supervisor name>. Contact the supervisor or administrator for assistance.

You can receive notifications from calls, chats, emails, and social Messaging conversations. The notification includes the customer's name, phone number, chat message, or request for information. For example:

Action

Notification

Your administrator updates the team's list that you manage.

Open Managed Teams

Your managed teams list is updated by the administrator.

A call recording is resumed.

Auto Resume Recording

Recording will resume in 5 seconds.

Multiple users edit the Call Associated Data (CAD) variable values at the same time.

Customer Information has been Updated

Your changes are overwritten with the updated call data.

A screen pop is delivered successfully to you.

Screen Pop Delivered

Screen pop has been delivered to you.

Reopen Screen Pop or <Screen Pop hyperlink>

Note: Based on the routing configuration that your administrator has set in Flow Designer, you can see either the customized display text or the Reopen Screen Pop hyperlink.

Another agent accepts your consult request.

Consult Connected

Your consult request has been accepted.

Another agent accepts your conference request.

Conference Connected

Your conference request has been accepted.

A consult call request is put on hold.

Consult Call on Hold

Your consult call has been put on hold.

A call is automatically wrapped up.

Auto Wrap-Up

Your call has been wrapped up automatically.

You receive a chat message from the customer.

Messages from John Doe

Ok, I got it. Thank you!

You send an attachment to the customer.

Messages from John Doe

Sent an attachment.

You send the conference chat message to another agent.

Messages from Barbara Hecker

Hey, this is Barbara Hecker. How may I ...

The customer ends a chat message.

End Chat from Jason Welch

Your chat has ended.

You change your team.

Changed Team Successfully

You are now signed in to Sales_Team.

You receive an incoming call from Webex App.

Incoming Call from Jane Doe

00:02

You receive a chat message from Webex App.

Message from John Doe

Ok, I got it. Thank you!

You receive a meeting request from Webex App.

Incoming Meeting from Jane Doe's Personal Room

00:02

You receive a scheduled meeting request from Webex App.

Scheduled Meeting for Demo

In 5 minutes

Note: When the meeting name for a scheduled meeting is not defined, the default personal room name is displayed as the notification header. For example, Jane Doe's Personal Room.

If the meeting has started, the remaining time is replaced with the text Now.

Scheduled Meeting for Demo

Now

You sign out an agent.

Agent Sign Out

<Agent name> is signed out successfully.

Access your notification center

Desktop notifications inform you when new events occur that may require your attention. If you miss a notification, you can review it later in your notification center. Notifications include alerts, new messages, state changes, and more.

Before you begin

Make sure that you select the Enable Notifications option under the notification section to access the notification center. Learn more about notification settings in Set up and manage your notifications.

1

Click in the horizontal header.

The list of all unread notifications is displayed, along with the time elapsed after each notification.
2

(Optional) Click Mark All as Read to mark all of your messages as read and clear the unread notifications.

  • The icon displays a badge indicating the number of unread notifications (for example, ).

  • The desktop notification can be stacked, and can be automatically dismissed or closed by you. Click Ignore Notifications to dismiss the notifications.

  • The desktop notifications are cleared when you sign out of the desktop.