How do I enable Computer Telephony Integration (CTI) for Help Desk in the Redwood user experience?

Here's how:

To enable users to access the availability controls, check for the following:

In Setup and Maintenance, confirm:

• Manage Administrator Profile Values: ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED = Yes
• Manage Administrator Profile Values: SVC_HD_SHOW_AVAILABILITY = N
• Manage Omnichannel Profile Options: SVC_ENABLE_OMNI = Yes

Users need to set their availability in the Global Shell.

For more information about CTI see:

• Playbook: How do I use Computer Telephony Integration (CTI)?
• Video demonstration: Help Desk Computer Telephony Integration (CTI)