Introduction
This article describes how to enable the ‘Keep audio connected while idle’ feature within the Agent Desktop / Contact Manager module of the Premier Contact Point and why you may need to use this option.
Background
When agents are connected to Contact Manager using Direct Audio, by default, Contact Manager initiates an audio connection each time the agent is offered a call. This audio connection remains in place until the completion of the call and is then disconnected. This cycle repeats each time a call is offered to the agent.
In some cases, local environmental variables such as network settings or headset configuration (outside the control of Contact Point) may result in delayed setup of the audio connection or audio issues with the headset upon accepting a call.
Agents now have the ability to adjust their profile to ‘Keep audio connected while idle’ via the Audio Settings option in Contact Manager. When this option is selected, an audio connection will be initiated when Contact Manager is activated and maintained during the entire login session, removing the requirement to initiate a connection each time a call is offered.
How to enable ‘Keep audio connected while idle’ option
Activate a Contact Manager session.
After activating the Contact Manager session, click Audio Settings via the profile menu.
Click the tick-box for ‘Keep audio connected while idle’, then click OK.
Contact Manager will display an Attention message indicating for the changes to be reflected the session much be disconnected and reconnected. Please perform a full logout and login, re-access the Audio Settings and confirm that the tick-box remains selected.
Once set, this setting will be retained by the agent until it’s unticked.