Button Display

These button display options can be set at the Default User, User, Role or Workgroup level. These options determine which button displays on the My Interactions tab in the CIC clients.

Show Pickup Button

Select this option+ to display the Pickup button in the CIC clients. This allows users to answer the current call, or to take the current call off hold.

Show Disconnect Button

Select this option to display the Disconnect button in the CIC clients. This allows users to disconnect the current call.

Show Hold Button

Select this option to display the Hold button in the CIC clients. This allows users to place the selected call on hold.

Show Transfer Button

Select this option to display the Transfer button in the CIC clients. This allows users to open the Transfer window where they can select a transfer recipient and the type of transfer operation they want to perform. This button also controls access to the Park button. Users that have the ability to transfer and it also allows them add the Park button to the client.

Show Voice Mail Button

Select this option to display the Voice Mail button in the CIC clients. This allows users to transfer a call to their voicemail account.

Show Listen Button

Select this option to display the Listen button in the CIC clients. This allows users to listen to a caller leaving a message in their voicemail account, or to a conversation between two parties. The parties being listened to are not aware that they are being listened to.

Show Record Button

Select this option to display the Record button in the CIC clients. This allows user to record the currently selected call. The recording is saved as a .wav file. After the call is completed, the .wav file is attached to an email that is sent to the user.

Show Pause Button

Select this option to display the Pause button in the CIC clients. This allows users to control a recording session. Clicking Pause the first time briefly stops the recording session.

Show Mute Button

Select this option to display the Mute button in the CIC clients. This allows users to disable the mouthpiece on their telephones so that the other party or parties cannot hear what is being said.

Show Private Button

Select this option to display the Private button in the CIC clients. This allows users to prevent other Interaction Client users from recording or listening to their conversation. Depending upon the CIC configuration, a notification could be sent to the CIC administrator that the user is conducting a secure call.

Show Assistance Button

Select this option to display the Assistance button in Interaction Desktop. This allows Users who are members of a Workgroup to request assistance from a supervisor. When the agent presses the Assistance button, the request for help appears to all the available supervisors in the Workgroup. When a supervisor answers the request a dialog appears on the agent's screen.

Show Join Button

Select this option to display the Join button in the Interaction Desktop Client and Interaction Connect. This allows users who are Supervisors to join in on an interaction between other agents. The Join option is not available in Cisco TAPI configurations.

Show Coach Button

Select this option to display the Coach button on the toolbar in the Interaction Desktop and Interaction Connect. This allows users to add themselves to another agent's call on any user or station queue they have permission to monitor. This enables them to provide advice to the agent without the customer knowing that anyone is assisting on the call.

Show Secure Recording Button

Select this option to display the Secure Pause button on the toolbar in Interaction Desktop and Interaction Connect. This allows agents to initiate the secure recording pause by pressing the button. When pressed, all recordings of the interaction (and all recordings of any other monitors of this interaction, etc.) are paused for a configured period of time (see Secure Recording Pause Duration in Recording Processing Configuration). By default, this button is not displayed.

Select All

To display all of the buttons on the My Interactions tab in the CIC clients, click Select All.

Note: Each CIC client displays only the buttons it supports.  

Clear All

To clear the option boxes, when all the boxes are selected, click Clear All.

Note: If an option was inherited (indicated by a gray check mark) the box will not be cleared.