Personalizing the Agent Console

Access the Personalization page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then CTI Configuration, and then Configure CTI Agents, and then Personalization

This example illustrates the fields and controls on the Personalization page. You can find definitions for the fields and controls later on this page.

Use this page to personalize timing, size, and position of the pop-up window on the desktop as well as the position of the floating console.

Popup Window

Field or Control	Description
Popup Mode	Enables you to configure when the pop-up window appears. You can have it appear after the call is answered, or you can have it appear when a call comes in. If it appears before the call is answered, the agent can determine whether she or he wants to answer the call based on the information that appears in the pop-up window. The default pop-up mode is 1- Popup after answer. In some cases, for example accepting a transfer, although you set the value as 0- Popup when incoming, you still get the pop-up window after you answer. This is because no call data was attached by the CTI vendor to the incoming event, and consequently the PeopleSoft CTI Console couldn't build the URL for the pop-up window. For example, assume party A is transferring a call to party B. Party B gets the incoming event, but party B doesn’t get a pop-up window. This is because the console did not receive the user data to generate the URL despite the fact that the mode is set to 0. But after B answers this call, A completes the transfer. Then, B gets the event partychanged, receives the user data, and generates the URL and pop-up window.
Top	Enter the top position, in pixels. This value is relative to the top of the screen.
Left	Enter the left position, in pixels. This value is relative to the left side of the screen.
Height	Enter the height of the window, in pixels. The minimum value is 100.
Width	Enter the width of the window, in pixels. The minimum value is 100.
Logout when console is closed	This setting depends on CTI vendor support and may not be supported by all vendors. For JSMCAPI consoles with vendor support, select this setting to automatically sign out the agent when the CTI Console is closed.
Enable mini console	Select to enable the administrator or user to configure the presence of the CTI mini console in the pop-up window. If this check box is not selected, the mini console does not appear in the popup window. Note: The mini console has performance overhead.

Floating Console

Field or Control	Description
Top	Enter the top position in pixels. This value is relative to the top of the screen.
Left	Enter the left position in pixels. This value is relative to the left side of the screen.