Alerting

This dialog box displays the alerting configuration options in the General section and the Parked Call section.

General Alerting

Ring Telephone for Calls

Select this option to make the telephone ring when a call comes to a CIC client. If Ring Always setting for the station is enabled, then the Ring Always setting overrides this setting. If the station is a remote station, then the Ring Always setting overrides this setting.

Ring Computer

Selecting this option causes incoming interactions to ring through the computer's speakers. This feature does not work if the computer does not have a sound card installed. Ring When On Phone - When selected, incoming interactions ring on the computer when an agent is already on the phone.

Pop Client

If this option is selected, an incoming interaction causes the CIC client to appear on top of any other applications that are running, but does become the active window. This feature avoids interrupting  work in another application.

Pop for Work Items

If this option is selected and a work item (collection of routed forms) is received, the CIC client appears on top of any other applications that are running, but does not become the active window. A work item appears in the 'My Work Items' tab in the CIC client, along with descriptive information.  

Auto Select Interactions After Disconnect

CIC allows multiple interactions in the My Interactions queue. However, actions (such as mute, record, and transfer) can only be performed on the currently selected, or highlighted, interaction.

If there are multiple active interactions in the My Interactions queue, choosing this option causes the CIC client to automatically search and select the most recent or next interaction that is not disconnected.

Otherwise, the CIC client automatically selects the interaction that was most recently connected.

By default, if there are no active interactions in the My Interactions queue, when an alerting interaction appears, it is automatically selected.

Timeout for Incoming Calls (in seconds)

Typically, 6 seconds covers one ring and a pause, so 18 seconds should allow three full ring cycles. The default is 30 seconds. Negative numbers are not valid. The Timeout for ACD calls is controlled separately by the Workgroup configuration.

Parked Call Alerting

These options include:

Display Desktop Alert for New Parked Calls

Select this option to display a "pop up" window when calls are on hold (parked) while the agent is on a phone call. This window is displayed on top of all other applications, and pops-up only on new calls parked on the agent's queue.

Play Audio Alert for New Parked Calls

Select this option to play an audio alert when calls are on hold (parked) while the agent is on a phone call, and select one option below:

• Once (default): Plays audio alert for parked calls one time only.

• At regular intervals: Plays audio alerts for parked calls at specified intervals.
  
  Minutes between alerts: Specify the minutes between alerts.

Allow User to Modify Any of These Values

Select this check box to allow users assigned to this template and the master administrator to change any of these settings.