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.
| Group | Setting | Options | State |
|---|---|---|---|
| Call Center | |||
Join all my call centers | |||
| When Unity is Starting | Unchecked | ||
| Leave all my call centers | |||
| When Unity is closed | Unchecked | ||
| Agent | |||
| Include Call Center Calls in my call logs | Yes | ||
| ACD State | |||
| Startup | Unavailable | ||
| Desktop locked | Unavailable | ||
| Only show current ACD state button | Yes | ||
| Activate sign-out ACD state when Unity is closing | Activate | ||
| Statistics | Agent Columns | NumberOfCallsUnanswered | Set Column heading to “Bounced Calls” | |
| Call Center Columns | TotalMissedCalls | Remove | ||
| Call Center Columns | NumberOfCallsInQueue | Remove | ||
| Call Center Columns | Add NumberOfCallsAbandoned field and Set Column heading to “Bounced Calls” | ||
| Messaging | |||
| Voicemail | |||
| Enabled | Activate | ||
| Show visual voicemail tab | Activate | ||
| Send busy calls to voicemail | Activate | ||
| Send unsanswered calls to voicemail | Activate | ||
Items below are available for template | |||
| Appearance | |||
| Show missed call count in call log tab | Activate | ||
| Contact Search | |||
| Include external contacts in search | Activate | ||
| Show monitored users first | Activate | ||
| Include Department name in search | Disable | ||
| Clear the search box when activated | Activate | ||
| Include Contacts when | |||
| The name contains the search criteria | Activate | ||
| Contact Display | |||
| Show call duration | Activate | ||
| Menu Options when a call is dragged over a contact | |||
| Transfer call to extension | Activate | ||
| Transfer call to voicemail | Activate | ||
| Transfer call to mobile | Activate | ||
| Warm transfer call to extension | Activate | ||
| Warm transfer call to mobile | Activate | ||
| Park call on extension | Activate | ||
| Current Calls | |||
| Resize the current call list | Activate | ||
| Clipboard Integration | |||
| Enabled | Disable | ||
| Outlook Integration | |||
| Load contacts from public folders | Activate | ||
| Load contacts from my private folders | Activate | ||
| Use Outlook caching | Activate | ||
| Call Notifications | |||
| Perform auto answer when using click to dial | Activate | ||
| pop summary notification | Activate and 10 seconds | ||
| When call details clicked | pop Unity | Activate | ||
| Startup | |||
| Startup Application | Unity Agent | ||
| Auto start Unity on operating system boot | Activate | ||
| Update | |||
| Auto update Unity | Activate | ||
| Instant Messaging and Presence | |||
| Send Ims to offline Users | Disable | ||
| Show instant messages in docked panel | Activate | ||
| Play a notification sound | Disable | ||
| Show popup notifiction | Disable | ||
| Security | |||
| If the template can’t be loaded | Continue loading Unity | ||
| Connection | |||
| Authentication | |||
| Remember my login ID | Activate | ||
| Remember my Password | Activate | ||
| Call Centers | |||
| Default password | enter password | ||
| Alert when a call center login fails | Activate | ||