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button to the left of each setting. Before the distribution you are asked to confirm your choices.In CallGuide Admin menu choice Agent application | Default settings in CallGuide Agent you make settings for the agents' applications CallGuide Agent and Edge Agent.
The settings you see might not apply to all users in the specified organisation area as agents can be given permission to do local changes to their work place.
. button to the left of each setting. Before the distribution you are asked to confirm your choices.
Below you see a description of all agent clients' settings, in alphabetical order.
Some settings are common between the two clients, i.e. the content covers what you see in both clients and in the CallGuide Admin Classic and Edge tabs.
For the settings only applicable to one of the clients you see the name CallGuide Agent or Edge Agent.
| Client setting | Description |
|---|---|
| Activate after automatic pause | This is where you set if the agent should be automatically reactivated after a specified amount of seconds after automatic pause due to e.g. that a call has not been answered or a failed routing.
For agents working with wireless telephones automatic reactivation after automatic pause is an most important since the agent may be away from the workstation and hence cannot manually activate himself. The time set for automatic reactivation should not exceed the time set for inactivity logout in CallGuide Admin Activities. |
| Activate CallGuide Agent on incoming contact | This setting is used when you do not work with CallGuide Agent active all the time. It activates CallGuide Agent and positions the window at the top when a contact is connected to you or when an email or outgoing call record has been routed to you. If CallGuide Agent is minimized, the window is opened up. |
| Always on top | You check this box if you want to have the CallGuide Agent window always on top on your screen, i.e. never hiding under other programs’ windows. |
| Answer/accept contacts automatically | Means that you do not have to click on the Answer or Accept button to accept an incoming contact.
When this option is active for a media, incoming contacts are automatically answered/accepted after the number of seconds specified as Delay. If the check box for a service is greyed out you do not have the access rights to this service. The exception is the Incoming calls, queue etc. choice as this setting also applies to externally incoming calls, internally incoming call and enquiry calls. Should CallGuide be configured to allow calls to be answered before contact data has arrive, the system cannot determine whether the call is coming from a waiting list or a queue. All incoming calls will then be answered according to the setting for Incoming calls, queue etc.. If the check box for Answer/accept contacts automatically is not checked when you click on OK, the settings you have made per service will be discarded as well. In Edge Agent incoming call, email and chat contacts picked from waiting lists are always auto-accepted. |
| Automatic search in CallGuide Answer | If the self learning FAQ CallGuide Answer is to be used for automatic search of answers, this is where you
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| Auto-search in Interaction View
Automatic search for interactions |
To see this setting you need the View Interaction View access function in your access role.
Choose when automatic search should be performed for different contact types. Interaction View will present a collected view of earlier interactions with present contact, using contact data as search criteria. To see archived interactions through automatic search this function has to be activated in the CallGuide Admin Organise | Automatic search – Interaction View window. See Interaction View in CallGuide Admin. Also see Basic facts about Interaction View. The functionality in CallGuide Agent is described in About the Interaction View function. If you use CallGuide Edge Agent, see Interactions in Edge Agent . |
| Auto-search in guide | To see the setting you need the View guide in Information Guide access function in your access role.
Specify how Information Guide is to be used in CallGuide Agent.
The guides are set up and activated in The information Guide window. |
| Auto-verify dialer connection | When you log on to a dialer campaign the initial call from CallGuide Dialer is automatically accepted in CallGuide Agent.
With this setting you do not have to verify that the call is actually coming from CallGuide Dialer. Considered mandatory if you are to use the Temporary workforce from dialer campaign function. |
| Change password | In Edge Agent you handle your password via the Client settings menu choice. |
| Continue enquiry until a ready agent is found | If the searched party isn't available at once, CallGuide can continue to call, until someone answers. |
| Email - Close contact when reply is sent | Specifies whether the email contact should be closed automatically when an email reply is sent. Then you do not have to click on Close in the CallGuide Agent Received email support function. |
| Email - Compose new email in... | Select whether outgoing emails from CallGuide Agent should be in Plain text or HTML format. |
| Email - Open reply when accepting mail | Emails can be automatically opened in reply mode when you accept an incoming email. Then you do not have to click on Answer in the Received email support function to open the Email reply support function in CallGuide Agent. |
| Email - Quote original text on reply | Specify whether incoming emails should be included in your reply mail and, if so, whether it should be seen first or after your text. |
| Email - Show received email as plain text | Specify whether all incoming emails should be seen as plain text in CallGuide Agent, or not.
If the check box is not ticked, the received mail will be displayed in the format it was sent in. |
| Email - Signature | If you enter a text of 512 characters as a maximum, it will be inserted at the end of an email sent from CallGuide Agent or CallGuide Edge Agent. |
| Fit height to displayed support functions | The height of the support function area in CallGuide Agent can adjust automatically to displayed support functions. The agent can enter a desired height for a specific support function by having just this support function open and then adjust the height using the mouse pointer.
The next time the support function is opened it is presented with the size the agent specified. This setting is saved between logins – unless CallGuide Agent has been closed without the support function having been closed first. |
| Flashing button | Tick to make the Answer button flash when a contact comes in and the Accept button flash when an email or an outgoing call record has been routed to you. |
| Handle CallGuide calls in... | If your CallGuide solution uses Telia Touchpoint Plus or CallGuide Voice, you can choose which type of telephone you use for talking. In a drop-down menu you find the following options:
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| Language |
In Edge Agent you select User interface language already when you log in. However, this can be changed in a client setting. See CallGuide Edge Agent application overview. |
| Maximize support functions automatically | Support functions that can use the entire function area in CallGuide Agent use only half the area if another support function is activated at the same time. This setting makes support functions always use the entire function area, where possible. |
| Minimise CallGuide Agent | Means that CallGuide Agent will automatically be minimized when you have answered a call/accepted a contact or when you have handled a contact. |
| Number of chats to display... | Select whether 2, 3 or 4 simultaneous chat panels should be visible in CallGuide Agent. |
| Notify on callback appointment | To get sound alert in CallGuide Edge Agent, when a callback appointment is due. |
| Open address book expanded | The address book in CallGuide Agent is opened with an open tree structure, i.e. expanded, to let you see the page that was open when the address book was last closed. |
| Remember enquiry filter settings | Specifies how to store the last selections using the enquiry function in CallGuide Agent Unifinder. If the box is not ticked, the selections are not saved.
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| Remember login specific queues | Specifies how CallGuide Agent will remember log in to or out from specific queues. If the options is not used you will, at work level change, automatically be logged in to all queues you are servicing.
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| Screen pop | Screen pop can e.g. be that a support system should open, based on supplied data in an IVR or supplied facts in an email or chat. If screen pop features are configured in your CallGuide solution, you can choose if you want to use it and if so, when the screen pop is to occur. Choices are before answer, after answer, when a contact is reactivated after parking, before and/or after wrap-up. |
| Show contact data automatically | Means that a contact data collection is displayed when e.g. a call is answered or a chat is accepted.
You choose for which type of contacts you want the contact data card or window to open automatically. |
| Show queue status info | Tick if you want to see compressed queue status by the CallGuide Agent icon in Windows’ system tray.
Also, specify if you want to Flash tray icon at queue situation, i.e. when threshold 2 is passed. |
| Sound | Means that your computer emits a sound signal when a contact comes in to CallGuide Agent. There can be different for contact from queue, new contact in waiting list and a VIP contact. The signals are seen in Windows Control Panel | Sound. |
| Support functions - Fit height to displayed support functions... | In CallGuide Agent you can set the desired height for a specific support function by only having this very support function open and then with your mouse pointer adjust the height. The next time the support function is opened it has your set size. The setting is also saved between logins. Examples of support functions that you may alter the size for are Statistics today, Interaction View described in About the Interaction View function and Waiting lists described in Basics about waiting lists in CallGuide. |
| Support functions - Maximise support functions automatically | Support functions that can use the entire function area in CallGuide Agent use only half the area if another support function is activated at the same time. This setting makes support functions always use the entire function area, if possible. |
| Support functions - Number of support functions to display... | The support functions area in CallGuide Agent enlarged to show up to four functions at the same time.
It is up to you to choose how many you want to see. The screen resolution affects what can be selected. |
| Unifinder- Email from address | Sender address for emails sent by operator from Unifinder. Choices are set in The Email and Work Item accounts window. Also see Add an email account.
The recipient sees this in the email’s sender field. |
| Unifinder- Email subject | Enter a central subject for emails sent by operator from CallGuide Unifinder.
The recipient sees this in the email's subject field. |
| Unifinder – Address books to search in | Select which address book(s) CallGuide Agent Unifinder shall search in.
Not marked, no search will be performed in any address book. |
| Web browser for co-browsing... | Specifies which web browser to use when CallGuide Agent starts co-browsing.
In a drop-down menu you find these options:
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