CallTrack Settings

Enable CTI integration with the Advisor Console

This enables CTI integration with the Advisor Desktop and allows agents to manage availability for Phone from the Advisor Desktop.

• Access level: Partition setting

• Default value: No

• Value options: Yes, No

Enables Phone process and instance nodes in the System Console

This enables configuration for phone processes in the application at the system level. The Enable CTI Integration with the Advisor Console setting must be enabled for this setting to function.

• Access level: Partition setting 

• Default value: No

• Value options: Yes, No

Enable call control buttons in the Advisor Console

This enables call control buttons in the Advisor Desktop. Call buttons are only visible if the Enable CTI Integration with the Advisor Desktop setting is set enabled.

• Access level: Partition setting 

• Default value: No

• Value options: Yes, No

Display Phone field on Login page for Single Sign-On

This enables the user to use the phone and login in to the application at the same time.

• Access level: Partition setting

• Default value: No

• Value options: Yes, No

Chat - Make agents unavailable when network connection fails

Make agents unavailable for chat when network connection fails between the Solve application and the CTI application.

• Access level: Partition setting

• Default value: No

• Value options: Yes, No

Enable external phone book

This enables external phone book tab for transfers, conferencing, and custom implementations.

• Access level: Partition setting

• Default value: No

• Value options: Yes, No

Enable number pad

This enables number pad for dialing the phone numbers, transfers, conferencing, and entering IVR Data.

• Access level: Partition setting 

• Default value: No

• Value options: Yes, No

Amazon Connect Url

Provide the CCP URL to help integrate the application with Amazon Connect.

• Access level: Partition setting

• Default value: —