Contents

Configure Monitored Appearances

Requirements: For information about required rights, see Working with Monitored Appearances. Also, you should set up monitored appearances only for users at your site. You should not configure a monitored appearance for a user configured on a separate site (on another CIC server) or for multi-site users.

Use the Monitored Appearances property details pane to add, remove, and change the order of user queue in the Monitored Appearances view.

Tip: If you have the appropriate rights, you can also drag and drop a user from the Company Directory to the Monitored Appearances view to create a monitored appearance.

To add a monitored appearance:

Do one of the following:

- If you have not yet configured a monitored appearance, open the Configuration dialog box.
- If you already have one monitored appearance, on the Monitored Appearances pane, right-click below the last name and select Configuration.

If not already selected, in the Configuration dialog box, click the Monitored Appearances node.

In the Monitored Appearances property details pane, click Manage Users.

Result: The Monitored Appearance Selection dialog box opens.

Create a list of Selected User Queues by doing any of the following:
- From the Available User Queues list, select a user queue. Click Add to add the user queue name to the Selected User Queues list.
- Click Add all to add all the Available User Queues to the Selected User Queues list.
- From the Selected User Queues list, select a user queue name and click Remove.
- Click Remove all to remove all selected user queue names from the Selected User Queues list.
When the Selected User Queues list contains the names of the user queues you want to monitor, click OK.

Result: The Configuration dialog box reappears.

In the Monitored Appearances property details pane, select a Monitored Appearance from the list and, in the Settings section, configure its label and the behavior of alerts for this queue by doing any of the following:

Note: If all the users who are monitoring a user queue and the monitored user are all in a Do Not Disturb status, CIC doesn't alert any station. The call goes directly to voice mail. If any of the monitoring users or the monitored user are in an Available status, only that agent's station rings.

Label	Type a unique name for the monitored user. This is the name that appears on the Monitored Appearances view.
Active	Select the Active check box to display this user queue on the Monitored Appearances tab.
Ring telephone for calls	Select this to ring your telephone when a new interaction arrives on the monitored queue. Note: The Modify User Queues Access Control Right is required to enable the Ring telephone for calls or the Ring computer alerting options for a monitored appearance.
Ring computer Ring when on phone	Select Ring computer to hear a ringing sound on your computer when a new interaction arrives on the monitored queue. Tip: If you also check the Ring when on phone check box, incoming calls for the monitored user ring on your computer even if you are already on the phone. For more information about the ways the CIC client can notify you of incoming interactions, see Answer an Incoming Interaction.
Pop client	When selected, the arrival of an interaction on the monitored queue causes the CIC client to appear on top of any other application you are running. The Monitored Appearances view pops to the foreground if it was behind another view in the CIC client.
Display desktop alerts	Display a desktop alert for alerting interactions on this monitored appearance.
Call Ring Sound	Next to the Call Ring Sound text box, click the controls to select and then preview the distinctive sound played when new calls arrive on this monitored user queue. Note: This setting enables you to select a different sound for each of your monitored queues. For more information, see My Interactions Ring Sounds.