12-July-2022 Interaction Desktop - Genesys

PureConnect?

2023 R3

Generated:

09-November-2023

Content last updated:

Interaction Desktop

27-July-2020

Printed Help

See Change Log for summary of

changes.

Abstract

This document contains the application help for Interaction Desktop.

For the latest version of this document, see the PureConnect

Documentation Library at: .

For copyright and trademark information, see

.

1

Table of Contents

Table of Contents

Features

Access Control Rights

2

12

14

Account Codes

Attendant Profiles

Client Buttons

Directory Status

General Directories

Interaction

Phone Number

Plug-ins

Processes

Queue Columns

Response Management

Station Queues

Stations

Status Messages

User Queues

Users

Workgroup Queues

Workgroups

14

14

14

14

14

15

15

16

16

16

17

17

17

18

18

18

18

19

Security Rights

20

Client Rights

Interaction Command Rights

My Interaction Rights

Interaction Optimizer Rights

Tracker Policy Rights

User Rights

20

21

22

24

24

24

What's New in Interaction Desktop

26

2019 R4

2019 R3 Patch 04

2019 R3 Patch 03

2017 R3

2017 R1

2016 R4

2016 R3

2016 R2

2016 R1

2015 R3

2015 R2

2015 R1

26

26

26

26

26

27

27

27

28

28

28

28

Interactive Update

Accessibility Compliance

29

30

Getting Started

Menu Bar

Set status

Shortcut Keys

30

30

30

30

Quick Keys

Move within a view

30

31

Toolbar button

My Interactions

31

31

Report a Problem

Genesys Cloud for PureConnect features

32

33

Genesys Cloud

33

Start Genesys Cloud

Use Genesys Cloud

33

33

Using Mini Mode

34

Mini Mode Special Features

Mini Mode Views

34

34

Micro View

34

2

Mini View

35

Managing Mini Mode Views

37

Displaying Mini Mode

Switching to Interaction Desktop

Snapping and Pinning

Popping

37

37

37

37

Managing Interactions in the Mini View

Making a Call in the Mini View

Setting Your Status in Mini View

38

39

40

Using the Operator Console

41

Operator Console Special Features

Help for Operator Console Users

41

41

Call Transfer Shortcut Keys

41

Operator Console Keyboard Shortcuts

Rapid Transfer

44

44

Other Call Transfer Options

45

Whisper Mode

46

Using Views and Dialog Boxes

47

About dialog box

Call History

47

48

Displaying the Call History View

Using Call History to Make Calls

Call History Retention

49

49

49

Camp Desktop Alert

Create New View Dialog Box

Using the Dial Pad

Directory Properties Dialog Box

Interaction

Interaction Information View

Interaction Properties Dialog Box

50

50

52

53

53

53

54

Toolbar

Access from User Queue

Access from Call History

54

55

55

My Interactions

Phone Number Controls

Set Status Dialog Box

Shortcut Keys

56

58

59

59

Navigation

My Interactions and Other Queue Shortcuts

Directory Shortcuts

Command and menu shortcuts

Viewing Shortcut Keys

59

59

60

61

63

Supervisor Client Memos

64

Desktop pop-ups

Notification Area

64

64

Tips and Tricks

64

Keyboard Navigation

Transferring Calls

Copying Information to the Clipboard

64

64

64

Transfer Dialog Box

65

Using the Transfer dialog box

Status Information for Transfer recipient

66

67

Windows 7 Jump List

Windows 7 Thumbnail

68

69

Using the Toolbars

70

Custom Buttons

70

Customizing Toolbars

70

Using the Queue Control Toolbar

72

Queue Control Shortcuts and the shortcut menu

Queue Control Toolbar Buttons

72

73

Using the Directory Toolbar

92

Default Directory Toolbars

Customizing Toolbars

Call Transfer Shortcut Keys

93

94

94

3

Directory Toolbar Shortcuts

Directory Toolbar Buttons

96

98

Configuration Options

109

Understanding the Configuration Dialog Box

109

Accessing the Configuration Dialog Box

Using the Configuration Dialog Box

110

110

Add-in Architecture

Client Templates

112

112

Changes to Templates

Default or Built-In Templates

Manage Templates

Create a Template

Create a Mini Mode template

Edit a Template

Delete a Template

112

113

113

114

115

116

117

Miscellaneous Configuration Options

Automatic Status Changer

117

117

Special Circumstances

Configuring Automatic Status Changer

Configure Your IP Phone

Email Configuration

General Options

Outlook Dialing

117

119

121

122

123

125

Voicemail Message View

Alerting Options

126

126

Desktop Alerts

General Alerting Options

My Interactions Ring Sounds

Parked Call Alerting Options

Voice Mail / Fax Paging

126

127

129

130

130

Call Options

132

Calls Configuration

Call Coverage Options

About Personal Prompts

132

135

141

Working with Monitored Appearances

144

Monitored Appearances View

Activate and Deactivate Monitored Appearances

Configure Monitored Appearances

Customize Monitored Appearance Alerts

Delete a Monitored Appearance

144

145

145

147

149

Customizing the Interface

149

Add or Remove View Columns

Add or Close Views

Change View Layout

Change View Order

Customize Columns

Customizing Toolbars

Lock View Layout

Move Views

Reset Queue Column Display

Reset View Layout

Resize a Docking Zone

150

150

152

153

154

154

156

156

158

159

160

SIP Soft Phone

161

Starting the SIP Soft Phone

Security

Requirements

SIP Soft Phone Provisioning Wizard

SIP Hard Phone

SIP PC Audio

USB Audio Device

161

161

161

162

162

162

163

Working with Account and Wrap-Up Codes

164

Advanced Dialing Options

164

Configuration Requirements

Using the Advanced Dialing Options dialog box

164

164

Assign Codes to an Incoming Interaction

166

4

Assign Codes to an Outgoing Interaction

Numerically Sort Account Codes

Understanding Account Codes

166

167

168

Account Code Restrictions

168

Understanding Wrap-Up Codes

168

Assigning a Wrap-Up Code

Wrap-Up Code Prompt

169

169

Working with Callback Requests

170

Callback Interaction

Callback Window

Monitor a Callback Request

Respond to a Callback Request

Manage Callback Requests

170

170

173

174

174

Add Notes to an Interaction

Assign Codes to an Interaction

Use Response Management for an Incoming Interaction

175

175

176

Working with Calls

177

Call Security

177

Call Security Icons and Alerts

177

Emergency Call Alerts

178

E-mail Message Alert

Alert Message Hyperlink

Pop-up alert

Working with Emergency Call Alerts

178

179

179

181

Making Calls

181

Call an Operator

Call Back a Disconnected Call

Click to Dial a Directory Contact

Click to Dial a Web Page Hyperlink

Dial a Long-Distance Number

Dial a Number Inside the Organization

Dial a Number Outside the Organization

Dial a Number Using Speed Dial

Dial a Recently Dialed Number

Dial on Behalf of a Workgroup

Disconnect a Call

Entering Telephone Numbers

Make a Call Using a Dial Button

Make a Call using the Enter a name or number to dial field

Place a Call on Hold

Understanding an Interaction¡¯s State

182

182

183

184

185

186

187

187

188

189

190

190

190

190

192

192

Picking Up Calls

194

Answer an Incoming Interaction

Caller Name

194

195

Park a Call on Orbit

196

To park a call on orbit:

196

Pick Up a Call From a Queue

197

To pick up a call from a queue:

197

Pick Up a Call from an Orbit

197

To pick up a call from an orbit:

197

Pick Up a Call from Voice Mail

198

To pick up a call from voice mail:

Place a Call on Hold

198

198

Transferring Calls

199

Drag and Drop a Call on a Name in a Directory

Park a Call on Another Person¡¯s Extension

Transfer a Call After Consulting the Recipient

Transfer a Call to a Directory Entry

199

199

200

203

Transfer a Call to a Workgroup

204

Using the Workgroups and Profiles Directory to Transfer a Call

Transfer a Call to an Attendant Profile

205

206

Transfer a Call to Another Person¡¯s Voice Mail

Transfer a Call to Your Voice Mail

208

209

To transfer a call to your voice mail, do one of the following:

Transfer a Call Using a Transfer Button

209

209

5

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