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Customize Monitored Appearance Alerts

Requirements: See Working with Monitored Appearances.

You can control the name displayed for each user queue in the Monitored Appearances view and determine how you are alerted when there is new activity on 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 view, right-click below the last name and select Configuration.

In the Configuration dialog box, click the Monitored Appearances node.

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.

After you finish configuring monitored appearances, click Apply.
To close the Configuration dialog box, click OK.