Configuring the Client

Configuring the Client

Document number: 11369

Click on one of the following links for information on configuring your client:

Sorting and Moving Columns
Adding Contact Pages
Adding Private Contacts Pages
Adding Personal Speed Dial Pages
Creating a New Notebook
Reordering Notebook Tabs
Setting Interaction Client Sounds

Sorting and Moving Columns

You can sort any column within the Interaction Client by clicking on it: an arrow appears to indicate the current sort order. You can also rearrange columns by dragging the columns to the desired location. While moving, a line that displays the potential location of the field appears.

Sort Columns

Click on the First Name field.
Enter search text in the Search line. Results are based on the first name.
Repeat steps 1 and 2 with the Last Name field.

Move Columns

Click on the Number field. Drag this field to the left of the Queue field so that it appears in the first column. Place a call to view the change.
Move the Number field back to its original position between the Name and Duration fields.
Scroll to the right and select the Call ID field. Drag this field to the left of the Queue field so that it appears in the first column. Place a call to view the change.

Note : Place the Call ID field on the main viewing screen when troubleshooting an issue.

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Adding Contact Pages

Contact Pages contain lists of people and contact information about those people. You can create your own Contact Pages for frequently called numbers. A Private Contacts page is visible only on your own Interaction Client page.

Right-click to the right of the Company Directory tab in the Interaction Client
Select Insert Page.
Under Directory Pages, choose EIC Private Contacts, and then click on Add, then OK.
Select the new tab that appears in the lower half of the screen. Right-click and select Insert Record.
Enter the appropriate information and click OK. The new entry appears.

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Adding Private Contacts Pages

The Private Contacts page lets a user generate a private phone directory. This directory is visible only on the CIC Client. Click on the entry to call the person, or right-click on the entry to:

Choose a secondary number
View and edit a person's properties (depending on security levels)
Set the default number

To add a Private Contacts page:

Right-click in the gray area to the right of the Company Directory and select Insert Page.
Select a Private Speed Dial page and click Add, then OK.
Add an entry to this new page by dragging an entry from the Company Directory to the new tab displayed. View the new entry on the Speed Dial page.

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Adding Personal Speed Dial Pages

Speed dialing pages let a user quickly dial frequently-called numbers. Once a Speed Dial page is added to the Interaction Client, speed dial entries can be added. Either click on the entry to call the person, or right-click to:

Choose a secondary number
View and edit a person's properties
Set the default number

To add a Speed Dial Page:

Right-click in the gray area to the right of the Company Directory tab below My Status. Select Insert Page, then select Add Speed Dial Page.
Enter the name of the Speed Dial List. Click in the Public box only if you want other users to be able to use your list.
To add names to your Speed Dial List, you must drag and drop them from either the Company Directory list or your own EIC Private Contacts list.

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Creating a New Notebook

To view two or more pages from Interaction Client at the same time, create a new notebook by dragging a page from a notebook onto the desktop. You can also insert Notebook pages from the desktop into existing notebooks.

Click and drag the Workgroups tab from the Client notebook to the desktop (or anywhere off the Client notebook).

A new window displays the Workgroups page. Either page can be minimized as usual. Click on the phone icon in the system tray to retrieve both pages.

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Reordering Notebook Tabs

You can reorder the pages of any notebook, including the Interaction Client notebook, the Phone Book notebook, and new notebooks. The page with the left-most tab is always the active page when a notebook is opened.

To reorder Notebook Tabs:

Click and drag the Workgroups tab from the separate window back to the top section of the Client notebook. The abbreviation Ins appears in a folder to indicate when it can be placed. Otherwise the entire window moves to the new spot and remains separate.
To move the Workgroups tab to its original place, right-click on the gray area to the right of the Workgroups tab and select Modify Notebook.
Highlight the Workgroups line and click twice on the Add button to move Workgroups up between Line Details and Reports. Click OK. The Workgroups tab returns to its original location.

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Setting Interaction Client Sounds

Change the sound of incoming calls that ring through the computer speakers.

Note: Only the CIC Administrator can change the sound of calls alerting on queues other than the My Calls list.

Right-click in the gray area to the right of the My Calls notebook tab.
Choose Set Sounds from the menu. The Sound Selection dialog box appears.
Click on the Call Sounds tab, and then double-click in the white space on the Calls Sounds page. The Open dialog box appears.
Choose a sound from the list, or search for a sound in another directory. Click OK after making your selection.

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