Password

Clicking on ‘Change password’ will open up a pop-out window prompting the agent. Note that this option will only be displayed if logging in with a username and password. If Single Sign-On (SSO) is being used, this option will not be present.

Settings

Depending on how your administrator has set up your agent experience, you may see settings in one of two ways:

Settings Disabled	Settings Enabled

Phone

This drop-down selection (if enabled) will allow an agent to the method of connection to the Cirrus platform. 

Calling Identity

For calls to external parties, it is quite common to use the company's main number as an outgoing identity. However, some Users prefer to use their own office number or the group number of their department. Here you can select this outgoing calling identity and your choice remains until you change it. 

The options in the list are enabled in the Administrator application and are individual to each agent. For most Agents, the main number of the company is set on the server level and cannot be overruled.

Forwarding

Direct calls to you can be automatically forwarded to other phone numbers, depending on your status. You can set different forwarding numbers for internal and external callers.

Use the ‘+ External’ button to set different forwarding destinations for internal and external calls.

Twinning

Use this option to set a second device to ring when a direct call is offered. You can also set a delay before the second device starts to ring.

Call waiting

Allow incoming calls in your personal queue when on the phone.

Call handling

When status is Available automatically answer incoming calls.

Office hours

When this option is enabled, the user's status follows the configured schedule. Within the selected scheduled times, the status is Available; outside of the scheduled times, the status is Not Available. Please note! The status will not switch if it is set to Away or if the status has been manually changed to another status.

This option is only available if the office hours are not imported from the Outlook calendar.

Logging

Only use if option if directed by Cirrus support teams.

General

Use the toggle button to enable audio message alerts.

Theme

Choose from one of the colour themes which includes options for a high-contrast theme.

Media Devices

If you are using an audio device like a USB headset or a laptop microphone and speaker, you can change your default media devices by navigating to ‘Settings > Media Devices’.

HID devices

If you are using a Busylight (Human Interface Device, HID) you can add it here. A Busylight is a separate device that displays your status, so that your colleagues can clearly see whether you are busy or not. The colour of the Busylight is synchronised with the colour of your status in Cirrus. Please note that if your status is Working in Cirrus (blue), then the Busylight has a red colour.

Manual outbound campaign

When making outbound calls, certain in-call functions are not available unless a manual outbound ‘campaign’ is selected in this settings box.

Outbound dialling WITHOUT a campaign	Outbound dialling WITH a campaign
Answer Hold Dialpad Shuttle Transfer Conference End Mute Record call	All functions on left + the below Requeue Park Private Park Assistance Qualifiers

Logged on as agent

Depending on the administrator's configuration, the web client can be used in “Agent Mode” or “User Mode”. For the most part, the webclient will be configured in “Agent Mode” and therefore will not show the ‘Logged on as agent’ toggle button.

Agent Groups

To receive interactions from a queue, the Agent Group for that queue needs to be switched on.

Administrators and Supervisors, if enabled, can choose whether an agent is fixed to an Agent Group. If they are not fixed, the agent can switch that group on or off when needed.

In the example above, the agent can opt in and out of the ‘Phones support’ group. The other three groups are greyed out, so they are locked in and cannot be turned off.