Intelligent Agent Core User Guide

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Communication Toolbar Settings

 
The Communication Toolbar is a hosting service to broker communication between a telephony integration (such as PureConnect) and the individual agents, via a toolbar on the agent's Desktop.
 
It should only be enabled if specifically required for a utilised telephony integration.
 
 
 
1

Enabled

1. Enabled
 
Controls whether the Communication Toolbar functionality is enabled for the System.
 
2

Default Provider

2. Default Provider
 
Chooses the integration that will be selected by default for the agent when operating the Communication Toolbar.
 
3

Pop Action

3. Pop Action
 
Controls whether a telephony event will trigger a record pop in Intelligent Agent when the telephony is in a ringing or connected state.
 
4

Disconnect Call on Workflow Completion

4. Disconnect Call on Workflow Completion
 
Controls whether the active telephony interaction will be automatically closed when the agent completes a record.