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ResourceWhat to check
portal.Acd.AgentHomeOnly
  • as sysadmin under Resources, check the resource portal.Acd.AgentHomeOnly
    • make sure that the Resource is set to "Prohibit Inheritance"
    • make sure that execute rights "X" are setup for Clients and Users
  • as sysadmin and reseller adminin the relevant security group for the reseller and then the client
    • make sure that execute rights "X" are setup for Clients and Users
  • as client admin
    • configure "X" for the Security Group(s) for Braille Users only
  • Test the function. Users configured with this right, should be directed to Agent 

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:

...

Einstellung

...

Was Tun

...

Effekt

...

.

The availability of the function is controlled in all cases using the X (Excute) right on the resource.

AgentHomeBrailleBenutzer geht direkt auf Braille Agent Home nach Login (oder Agent Home, falls Braille Agent Home nicht zugeordnet ist)portal.AcdUsersProfilesButtonsVerschiedene Tabs im Braille-Agent Home ausblendenFunktionsbereiche im Call-Handling ausblenden.Diverse Call-Handling Funktionen ausblenden.Verschiedene Einstellungen für Outbound-Calls ausblenden.Verschiedene Arten der Weiterleitungen ausblenden.Verschiedene Spalten bei PBX Benutzer ausblenden.

Functionality

Resource

Visibility of What (X = visible, no X = invisible / removed)

Header Area

X der Braille Sicherheitsgruppe (auf Mandantenebene) zuordnen

Braille Agent Home ist nutzbar

Vererbung verhindern einschalten (auf sysadmin)

Dann recht “X” nach Oben reichen (Security Group bei sysadmin, reseller admin

Dann in die spezielle Sicherheitsgruppe für den Braille-User das “X” aktivieren (alle anderen Sicherheitsgruppen auf der Client Ebene nicht)

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.

X wegnehmen

Verschiedene Funktionen im Header ausblenden

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

X wegnehmen





portal.UserData.Clients.Options.ForeignSystem

X wegnehmen

Bereich “URLs” ausblendenClient 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

X wegnehmen









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

X wegnehmen





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

X wegnehmen








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

X wegnehmen

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

X wegnehmen

Column: User Info

Access Keys

Access keys can be set up by adding a setting to the user account settings:

  • Users ...
  • Edit a User
  • Settings
  • Add (or edit) a setting

The name of the setting is the access key you wish to setup.

The value of the setting, is the access key you would like to use. The accesskey is a single letter, for example "a" and the accesskey must be pressed in combination with:

  • Windows: the Alt key - so for "a" you would press "Alt+a"
  • Mac: Ctrl + Option - so for "a" you would press "Ctrl+Option+a"#
Warning

Note - some accesskeys cannot be used, as they are used by the browser itself. Please refer to your browser documentation on usable access keys.

The following access keys can be setup (for any user, not just users of Agent Home Braille).

Access Key (Name of Setting)Description
AccessKeys.AcdAgent.CallHandlingButtons.AnswerButton: Answer
AccessKeys.AcdAgent.CallHandlingButtons.CallbackCreateButton: Callback
AccessKeys.AcdAgent.CallHandlingButtons.DiallerChangeStatusButton: Result
AccessKeys.AcdAgent.CallHandlingButtons.HangupButton: Hangup
AccessKeys.AcdAgent.CallHandlingButtons.HoldButton: Hold
AccessKeys.AcdAgent.CallHandlingButtons.JunkCallButton: Junk Call
AccessKeys.AcdAgent.CallHandlingButtons.OutboundCallButton: Call (Outbound)
AccessKeys.AcdAgent.CallHandlingButtons.RetrieveButton: Retrieve
AccessKeys.AcdAgent.CallHandlingButtons.SendSMSButton: SMS
AccessKeys.AcdAgent.Tab.CallTransferTab: Call Handling
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.AgentCall Transfer Tab: Agent
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.AnnouncementCall Transfer Tab: Announcement
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.GroupCall Transfer Tab: Group
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.NumberCall Transfer Tab: Number
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.PBXUserCall Transfer Tab: PBX User
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.SynonymCall Transfer Tab: Synonym
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.TransactionCodesCall Transfer Tab: Transaction Codes
AccessKeys.AcdAgent.Tab.CallsTab: Calls
AccessKeys.AcdAgent.Tab.CurrentCallsTab: Queue
AccessKeys.AcdAgent.Tab.DiallerCampaignsTab: Dialler
AccessKeys.AcdAgent.Tab.InboundStatusTab: Inbound Status
AccessKeys.AcdAgent.Tab.MediaEventsTab: Media Events
AccessKeys.AcdAgent.Tab.MediaHistoryTab: Media History
AccessKeys.DataTable.FilterData Table Filter Edit Box