Monitored Appearances

The options in this page allow you to set up monitored appearances to observe the activity of several personnel at the same time. This feature is particularly helpful if a person has a number of personnel for whom he or she manages calls.

For example, receptionists or secretaries can use monitored appearances to continuously observe a manager’s queue, control interactions, and perform tasks on his or her behalf, such as picking up or transferring calls and creating conferences.

Add

Click this button to add a user to monitor, then set the following options for the appearance:

Settings

Use this section to set up alerting options for a monitored appearance.

Label

To change the way the name appears in the Monitored Appearances page, in the Label box, type a new name. To list this monitored user on the My Interactions tab, select the Active check box.

To remove the user from the list, click to remove the checkmark from the Active check box.

Ring telephone for calls

Select this option to make the phone ring when a monitored user receives a phone call at his or her extension.

Ring Computer

Select this option to receive an audible alert through the computer’s speakers when the monitored user receives a telephone call at his or her extension.

Note: If the Ring when on phone option is selected, incoming calls for the monitored user ring on the computer when he or she is already on the phone.

Pop Client

Select this option to make the CIC client .appear on top of any other applications that are running when the monitored user receives an incoming interaction.

Display Desktop Alerts

Select this option to display a desktop alert (toast) when a monitored user receives a telephone call.

Call Ring Sound

Use this option to select the sound used by the computer when Ring Computer is selected and the monitored user receives a phone call.

Tip: Click the button next to the Call Ring Sound box to test the sound.

Click Remove to remove a monitored appearance. To change the order of monitored appearances, select the name of a monitored appearance and click Move Up or Move Down as needed.

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.

 

Related topics

Add a client configuration template

Client configuration template options