Basics about working in Light mode

When you log in, ACE detects whether you are using server based CTI, or that TAPI is installed on your computer. See If not, the application is started in Light Mode.

You can choose to always start the application in Light Mode by configuring Light Mode as a telephony connection. You do this either in ACE Configuration Utility or centrally.

When you are logged in to Interact you see a Light Mode card as described in Accept and end calls in Light Mode. In to ACE Agent you see the words Light Mode in the Title bar of the main window.

Which functions are used in Light Mode

When you use the application in Light Mode, you can have calls routed to you but you cannot carry out any telephony functions on the computer. Calls are handled through your telephone.

Because you are using a separate telephone, the application's telephony functions are unavailable, such as

• Make call
• Mute
• Enquiry
• DTMF

In this list you see which functions can be used

Answer call	Available as long as you are not in a call.
Make call Retrieve Associate	None of these buttons are available.
Never arrived	Available for email contacts where emails are processed in a separate email client.
Alternate	Alternate is not available.
Park	Park is available for chat and email contacts.
Accept chat or other media	Available for chat, emails, callback, and preview campaign (as well as some dialer campaign records).
Enquiry Assistance	Button for Enquiry in ACE Agent / Assistance in ACE Interact is displayed to be able to requeue chats and emails.
Transfer Conference	None of these buttons are available.
Record	Recording works in Light Mode as well.
Voice mail	Voice mail is available in ACE Agent but only gives a message that you can call the voice mail manually.