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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.Call.DoCall

Whole Area visible / invisible

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 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.Team  (Valid from release 3.41)Call Transfer Tab: Team
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

AccessKeys.AcdAgent.Status.<ID> where ID is the desired agent status

 (Valid from release 3.41)

Switch to the desired Acd agent status using the defined access key