Contents

General Options

Requirements: You need the Customize Client Security right to configure general options.Client templates can contain configuration settings that determine your general options and control whether you can alter configuration settings.

To set general options:

In the Configuration dialog box, select the General node.

In the General properties details pane, in the Interactions section, select the appropriate options:

Hide disconnected interactions

Select this check box to remove interactions from My Interactions or other queue immediately after you disconnect them.

Confirm drag and drop operations

Select this check box to display a confirmation dialog box anytime you perform a drag and drop operation such as dragging and dropping a call on another call to create a conference call. For more information, see Drag and Drop a Call on Another Call.

Confirm single click dialing

Select this check box to display a confirmation dialog box anytime you start a call by single-clicking on a number in your Call History, or Company directory. This gives you the opportunity to click Yes or No before the call is dialed.

Note: If you enable both Advanced Dialing Options and Confirm single click dialing, the confirmation dialog box does not appear. However, clicking OK in the Advanced Dialing Options dialog box is the same as clicking Yes in the confirmation dialog box.

In the Notification Area section, select the appropriate options:

Show actual status icon in system tray

Select this check box to replace the CIC client icon with an icon associated with your status (Available, Away from Desk, etc.).

Minimize to the notification area instead of the task bar

Select this check box to remove the CIC client icon from the Windows taskbar when you close the CIC client workspace.

This setting controls what happens on the Windows taskbar when you close the workspace, instead of exiting the CIC client entirely. When you close the workspace, the CIC client continues to run. To restore the CIC client workspace, single-click the taskbar icon or notification area icon. For more information, see Exiting.

Note: This setting has no effect if you have already pinned the CIC client application to the Windows taskbar. If the application is pinned, the task bar icon remains when you close the CIC client.

In the remaining, unlabeled section, select the appropriate options:

Automatically play voice mail interactions

The option controls what happens after an agent picks up an ACD-routed voice mail interaction in the My Interactions view and an email form containing the voice mail attachment opens.

Do one of the following:

Select this check box to open the Interaction Voicemail Player automatically and immediately play the voice mail.

Tip: Interaction Voicemail Player configuration options affect this selection. If Interaction Voicemail Player is not set to be your default voice mail player, then voice mail opens in your default.wav player (Windows Media Player, Real Player, etc.). Also, if Play voice mail automatically on open is not selected in the Interaction Voicemail Player options, the Voicemail Player opens, but you must click the Play button to hear the voice mail. For more information, see Configuring Interaction Voicemail Player.

Clear this check box if you prefer to manually open the voice mail attachment in the email form.

Note: An ACD-routed voice mail interaction is a voice mail left by a customer who dials into a workgroup queue. This voice mail is sent to the workgroup email Inbox as an attachment to an email. The email is then sent to the first available agent in the workgroup. It appears in the agent’s My Interactions view as an ACD-routed voice mail interaction.

Sort account codes by account number

Select this check box to sort account codes by account numbers within the CIC client.

Click Apply to save your selections.
Click OK to close the dialog box.