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Recommended Settings


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When deploying Unity Agent to Call Center agents we recommend the following setting be used. Some organizations may want to use Unity Agent Templates to enforce many of these settings.  These are accessible in Unity | Settings button (or Tools | Settings) and found on either Services or Settings tabs.

GroupSettingOptionsState
Call Center



Join all my call centers





When Unity is StartingUnchecked

Leave all my call centers



When Unity is closedUnchecked

Agent



Include Call Center Calls in my call logsYes

ACD State



StartupUnavailable


Desktop lockedUnavailable


Only show current ACD state buttonYes


Activate sign-out ACD state when Unity is closingActivate

StatisticsAgent Columns | NumberOfCallsUnansweredSet Column heading to “Bounced Calls”


Call Center Columns | TotalMissedCallsRemove


Call Center Columns | NumberOfCallsInQueueRemove


Call Center ColumnsAdd NumberOfCallsAbandoned field and Set Column heading to “Bounced Calls”
Messaging



Voicemail



EnabledActivate


Show visual voicemail tabActivate


Send busy calls to voicemailActivate


Send unsanswered calls to voicemailActivate

Items below are available for template

Appearance




Show missed call count in call log tabActivate

Contact Search



Include external contacts in searchActivate


Show monitored users firstActivate


Include Department name in searchDisable


Clear the search box when activatedActivate

Include Contacts when



The name contains the search criteriaActivate

Contact Display



Show call durationActivate

Menu Options when a call is dragged over a contact



Transfer call to extensionActivate


Transfer call to voicemailActivate


Transfer call to mobileActivate


Warm transfer call to extensionActivate


Warm transfer call to mobileActivate


Park call on extensionActivate

Current Calls



Resize the current call listActivate

Clipboard Integration



EnabledDisable

Outlook Integration



Load contacts from public foldersActivate


Load contacts from my private foldersActivate


Use Outlook cachingActivate

Call Notifications



Perform auto answer when using click to dialActivate


pop summary notificationActivate and 10 seconds


When call details clicked | pop UnityActivate

Startup



Startup ApplicationUnity Agent


Auto start Unity on operating system bootActivate

Update



Auto update UnityActivate

Instant Messaging and Presence



Send Ims to offline UsersDisable


Show instant messages in docked panelActivate


Play a notification soundDisable


Show popup notifictionDisable

Security



If the template can’t be loadedContinue loading Unity
Connection



Authentication



Remember my login IDActivate


Remember my PasswordActivate

Call Centers



Default passwordenter password


Alert when a call center login failsActivate

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