...
| Resource | What to check |
|---|---|
| portal.Acd.AgentHomeOnly |
|
Changed Functionality
In Agent Home Braille, the area "Outbound" is always visible.
| Info |
|---|
In addition to making an outbound call during a call, the user can use the function area to make a call transfer to a telephone number whilst a call is active. Using this area is equivalent to changing the active tab to "Number", and inputting a number into the input field, then pressing "Transfer". |
Removal of Functions
The following table shows functions which can be removed as necessary using the security group.
...
Functionality | Resource | Visibility of What (X = visible, no X = invisible / removed) |
|---|---|---|
| Header Area | portal.Acd.UsersProfilesButtons | Users profiles buttons and popup for running a user profile. |
portal.Acd.Header.Teams.Activity | Teams activity. | |
portal.Acd.Header.Teams.Availability | Teams availability. | |
| Tabs in Agent Home | portal.Acd.AgentHome.CallProcessing | Tab: Call Handling |
portal.Acd.AgentHome.CallHistory | Tab: Calls | |
portal.Acd.AgentHome.CurrentCalls | Tab: Queue | |
portal.Acd.AgentHome.DiallerCampaigns | Tab: Dialler | |
portal.Acd.AgentHome.InboundStatus | Tab: Inbound Status | |
portal.Acd.AgentHome.MediaEvents | Tab: Media Events | |
portal.Acd.AgentHome.MediaHistory | Tab: Media History | |
portal.Acd.AgentHome.Records | Tab: Dossier | |
Various Functions | portal.UserData.Clients.Options.ForeignSystem | Client wide URLs. |
portal.Acd.AgentHome.CallNotes | Function Area: Call Notes | |
portal.Acd.AgentHome.CallProcessing.CallRecording | Function Area: Call Recording | |
portal.Acd.AgentHome.CallProcessing.TransactionCodes | Tab: Transaction Codes (Simple). | |
portal.Acd.AgentHome.CallProcessing.TransactionCodes.Categories | Tab: Transaction Codes (Tree). | |
Call Handling Functions | portal.Acd.AgentHome.CallProcessing.CallbackRequest | Button: Callback |
portal.Acd.AgentHome.CallProcessing.DiallerAnsweringMachine | Button: Answering Machine | |
portal.Acd.AgentHome.CallProcessing.DiallerChangeStatus | Button: Result | |
portal.Acd.AgentHome.CallProcessing.GetSupervisor | Button: Supervisor | |
portal.Acd.AgentHome.CallProcessing.Hangup | Button: Hangup | |
portal.Acd.AgentHome.CallProcessing.HoldRetrieve | Button: Hold / Retrieve | |
portal.Acd.AgentHome.CallProcessing.JunkCall | Button: Junk Call | |
portal.Acd.AgentHome.CallProcessing.Offhook | Button: Offhook | |
portal.Acd.AgentHome.CallProcessing.Refer | Button: Refer | |
Make Outbound Call Area | portal.Acd.AgentHome.CallProcessing.Outbound.AcdGroups | Selection: ACD Group |
portal.Acd.AgentHome.CallProcessing.Outbound.MaxRingTime | Selection: Maximum Ring Time | |
portal.Acd.AgentHome.CallProcessing.Outbound.ServiceNumbers | Selection: Service Number | |
portal.Acd.AgentHome.CallProcessing.Outbound.UserCommunication | Selection: User Communication Numbers | |
portal.Acd.AgentHome.CallProcessing.Outbound.UserDefined | Selection: User Defined | |
Call Transfer Functions | portal.Acd.AgentHome.CallProcessing.CallTransfer.Agent | Call Transfer Tab: Agent |
portal.Acd.AgentHome.CallProcessing.CallTransfer.AnnounceNumber | Call Transfer Tab: Announcement | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.Group | Call Transfer Tab: Group | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.Number | Call Transfer Tab: Number | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser | Call Transfer Tab: PBX Users | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.Synonym | Call Transfer Tab: Synonym | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.Team | Call Transfer Tab: Team | |
portal.UserData.Categories.Settings | Call Transfer Tabs: Categories | |
Columns in PBX Users Call Transfer | portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.Availability | Column: Availability |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.Forwarding | Column: Redirected to | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.PhonePresent | Column: Phone Present | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.PhoneWithBgColor | Column: Phone and Status | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.TeamsActivity | Column: Teams Activity | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.TeamsAvailability | Column: Teams Availability | |
portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.UserInfo | Column: User Info |
Access Keys
The following access keys can be setup (for any user, not just users of Agent Home Braille):
| Access Key | Description |
|---|---|
| AccessKeys.AcdAgent.CallHandlingButtons.Answer | Button: Answer |
| AccessKeys.AcdAgent.CallHandlingButtons.CallbackCreate | Button: Callback |
| AccessKeys.AcdAgent.CallHandlingButtons.DiallerChangeStatus | Button: Result |
| AccessKeys.AcdAgent.CallHandlingButtons.Hangup | Button: Hangup |
| AccessKeys.AcdAgent.CallHandlingButtons.Hold | Button: Hold |
| AccessKeys.AcdAgent.CallHandlingButtons.JunkCall | Button: Junk Call |
| AccessKeys.AcdAgent.CallHandlingButtons.OutboundCall | Button: Call (Outbound) |
| AccessKeys.AcdAgent.CallHandlingButtons.Retrieve | Button: Retrieve |
| AccessKeys.AcdAgent.CallHandlingButtons.SendSMS | Button: SMS |
| AccessKeys.AcdAgent.Tab.CallTransfer | Tab: Call Handling |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Agent | Call Transfer Tab: Agent |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Announcement | Call Transfer Tab: Announcement |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Group | Call Transfer Tab: Group |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Number | Call Transfer Tab: Number |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.PBXUser | Call Transfer Tab: PBX User |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Synonym | Call Transfer Tab: Synonym |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.TransactionCodes | Call Transfer Tab: Transaction Codes |
| AccessKeys.AcdAgent.Tab.Calls | Tab: Calls |
| AccessKeys.AcdAgent.Tab.CurrentCalls | Tab: Queue |
| AccessKeys.AcdAgent.Tab.DiallerCampaigns | Tab: Dialler |
| AccessKeys.AcdAgent.Tab.InboundStatus | Tab: Inbound Status |
| AccessKeys.AcdAgent.Tab.MediaEvents | Tab: Media Events |
| AccessKeys.AcdAgent.Tab.MediaHistory | Tab: Media History |
| AccessKeys.DataTable.Filter | Data Table Filter Edit Box |