Name

Enter a name for the desktop profile. You can create a desktop profile from a copy of another agent profile. When you copy a profile, the system renames the copy. The copy name consists of the name of the profile from which the copy is made and the words copy_of appended as a prefix. You can retain the name the system assigned to the file or rename it.

Description

Enter a description for the desktop profile.

Parent Type

Choose a parent type:

• Tenant: The desktop profile is available to all sites at your enterprise.

• Site: The desktop profile is available to a specific site.

Screen Popups

Toggle On or Off to specify whether you want to allow external pop-up screens.

Last Agent Routing

Toggle On or Off to specify whether you want to keep the last routing.

Wrap-up codes

Manual

Auto

Agent available

(Optional) Enter a description for the desktop profile.

Wrap-up codes

All

Specific

Idle codes

All

Specific

Entry Point/Queue Transfer Targets

Specify the entry points or queues that the agents can choose from the Queue drop-down list on the Agent Desktop:

• Select All to make all entry points and queues available.

• Select None if you don’t want to make any entry points or queues available as transfer targets.

• Select Specific to make specific entry points and queues available; then choose entry points and queues from the drop-down list.

Consult To Queue

Toggle Consult to queue if you want the agent to be able to select a queue in the Queue drop-down list as a target for a consultation. The target must be an inbound queue.

• If the agent selects an entry point as the target, the system disables the Consult button.

• The system supports Consult to Queue only for queues that have teams serving them. If the agent attempts to consult to a queue that only redirects to another entry point or queue, the system displays a Consult Failed message.

Buddy Teams

Specify the teams that the agents can choose from the Agent drop-down list on the Agent Desktop.

Agents can consult, conference, and transfer calls to other agents from the teams that they choose.

• Select All to make the agents on all teams available.

• Select None if you don’t want to make any teams available for consultation, conference, or call transfer.

• Select Specific to make agents on specific teams available; then select teams from the drop-down list.

Microsoft Teams/Webex App

Toggle ON the Display user details setting in Microsoft Teams to enable the agents to view the presence of the subject matter experts and search by name, department, and role of the users from Microsoft Teams when initiating consult or transfer of calls.

Toggle ON the Display user details setting in Webex App to enable the agents to view the presence of the subject matter experts and search by name of the users from Webex App when initiating consult or transfer of calls.

Toggle ON the State synchronisation setting in Microsoft Teams/Webex App to synchronize the states between the Microsoft Teams/Webex App and Desktop.

Outdial enabled

Toggle Outdial to enable if you want the agent to be able to make outdial calls. After you have enabled the outdial, you’ll have to select an outdial entry point.

Outdial Entry Points

If you toggle Outdial to be enabled, choose an entry point that the agent can use to make outdial calls from the drop-down list in the Outdial Entry Point field.

Address book

Choose an address book from the drop-down list in the Address Book field. An address book includes the speed-dial numbers that the agent can choose from to make outdial and consult calls.

Outdial ANI

This setting appears only if you have toggled Outdial to enable. From the drop-down list in the Outdial ANI field, choose the name associated with the list of phone numbers that the agent can use to make an outdial call. The system uses the number that the agent uses as the caller ID for the call. For more information, see manage Outdial ANI.

Dial Plan enabled

If you toggle Dial plan to enable, the agent can make ad hoc outdial calls.

Select Dial Plan

This setting appears only if you toggled Dial Plan to enable. Choose one or more dial plans for the system to use to validate the Dial Numbers (DN) that the agent enters in the Enter number to call field.

Two default dial plans are available. You can also create custom dial plans for your enterprise. The default dial plans are:

• US accepts input text such as the following:

  18005551234
1-800-555-1234
1 (800) 555-1234

• Any Format accepts input such as the following:

  123
5551234
555-1234
1-800-FLOWERS
(800) 555-1234
John.Smith

Voice Channel options

• Agent DN: Allows agents to sign in using a DN.

• Extension: Allows agents to sign in through a specific extension number.

• Desktop: Allows agents to sign in through a browser.

Validation for Agent DN

Click Unrestricted to allow agents to use any DN to sign in through the Station Credentials prompt on the Agent Desktop.

To restrict the DN that the agent can enter, click one of the following:

• Provisioned DN restricts the sign-in DN to the default value you provision for the agent.

  Note: To provision or change an agent's default DN, edit the agent's user settings. Choose Provisioning > User > Edit > Agent Settings and enter a DN in the Default DN field. If you don’t provision a DN, the agent can enter any DN to sign in.

• Validation using Dial Plans restricts the sign-in DN to the all or specific dial plan that you give in the Validation Criteria setting.

Select Dial Plans

This setting appears only if you set Validation for Agent DN to a validation criteria.

Select the dial plan to use for the DN validation:

• Click All to validate the DN against all available dial plan formats.
• Click Specific to validate the DN against one or more dial plans that you can choose from the Select Validation Criteria drop-down list.

Agent Statistics

Toggle Agent statistics to specify whether you want the agents to view their personal statistics in Agent Desktop.

Queue Statistics

This setting controls whether the agent can display statistics for all or some queues in the Agent Personal Statistics tab. Do one of the following:

• Select All to enable the agent to display statistics for all queues.

• Select None to prevent the agent from displaying queue statistics.

• Select Specific and then choose the queues from the Select Queues drop-down list to enable the agent to display statistics for specific queues.

Logged-in Team Statistics

Team Statistics

This setting controls whether the agent can display statistics for all or some teams in the Agent Personal Statistics tab. Do one of the following:

• Select All to enable the agent to display statistics for all teams.

• Select None to prevent the agent from displaying teams statistics.

• Select Specific and then choose the teams from the Select Teams drop-down list to enable the agent to display statistics for specific teams.

  You can allow only Agent Based Teams to be added, can't add capacity based teams (CBT).

Setting

Description

Default Value

Select this to inherit the values given at the tenant level configuration.

Custom Value

Type the value in minutes to set the idle timeout. Enter any value 3–10,000 minutes in the text box. This overrides the value given at the tenant level configuration.