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Custom Buttons

Requirements: You need the appropriate View Client Buttons Access Control right to see all or selected custom buttons in the Queue Control toolbar.

Your CIC administrator can create custom buttons for the Queue Control toolbar which appears on the My Interactions view and other queue management views. Custom buttons can also appear in interaction forms for calls, chats, e-mails, callbacks, or work items.

A custom button can invoke a handler or launch a local application. A custom button can be available for use at all times or only when an interaction is selected, or only when a specific type of interaction (such as a work item) is selected, or only when an active (not disconnected) interaction is selected.

Custom buttons to which you have the appropriate rights are shown by default and are appended to the right side of the Queue Control toolbar. The actions performed by custom buttons are also listed on the shortcut menu.

You can move or remove a custom button from your Queue Control toolbar just like any other interaction button. Custom buttons can also be removed by the CIC administrator from your Queue Control toolbar, interaction forms, and the Customize Toolbar dialog box.

The behavior and appearance of custom buttons are defined in Interaction Administrator. Contact your CIC administrator for information on using custom buttons.

Note: Custom buttons defined in Interaction Administrator can appear in both Interaction Desktop and Interaction Connect. Custom buttons that invoke an add-in work only in Interaction Connect. Custom buttons that launch a local application work only in Interaction Desktop. Custom buttons that invoke a handler work in both CIC clients.