During integration, the DCA automatically set values it requires for the following CCS agent role settings. These settings are then disabled and cannot be modified in the CCS Administration Desktop.
DCA-integrated CCS uses the following settings for Multi-Session agents.
Settings Group |
Setting / DCA Value |
Description |
Session URL Settings |
Start session page URL - startdca.jhtml |
DCA uses a special page, startdca.jhtml, that loads the Collaboration Toolbar for callers and agents at the start of a session. |
External View Settings |
Auto external shared view - selected. |
DCA requires the use of an external shared view. |
Feature Settings |
Page share- not selected. |
Supplanted by a similar command in the DCA Collaboration Toolbar. |
DCA-integrated CCS uses the following settings for Multi-Session agents.
Settings Group |
Setting - DCA Value |
Explanation |
Session URL Settings |
Start session page URL - startdca.jhtml |
DCA uses a special page, startdca.jhtml, that loads the Collaboration Toolbar for callers and agents at the start of a session. |
External View Settings |
Auto external shared view - selected. |
DCA requires the use of an external shared view. |
Session Initiation Settings |
Start Session as Leader - not selected. |
Session Leadership is deprecated . In DCA, the agent is always the de facto session leader. |
Session Initiation Settings |
Auto Follow Me - not selected. |
Supplanted by a similar command in the DCA Collaboration Toolbar. |
Feature Settings |
Page Share - not selected. |
Supplanted by a similar command in the DCA Collaboration Toolbar. |
Feature Settings |
Form Share - not selected. |
Supplanted by a similar command in the DCA Collaboration Toolbar. |
Feature Settings |
Follow Me - not selected. |
Supplanted by a similar command in the DCA Collaboration Toolbar. |
Feature Settings |
Change Leader - not selected. |
Session Leadership is deprecated . In DCA, the agent is always the de facto session leader. |
Feature Settings |
White Board - not selected. |
Disabled by default by DCA-CCS integration. Can be re-enabled (see next section). |
Feature Settings |
Application Share - not selected. |
Disabled by default by DCA-CCS integration. Can be re-enabled (see next section). |
These additional notes pertain to DCA agent roles:
Do not use the Logon Form Setting Override (under General Agent Settings) in such a way that it modifies agent settings required by the DCA.
For Single-Session Agent Roles, the History feature is not disabled by the DCA but serves no practical purpose. It's recommended that you turn this feature off for users.
The following Agent Desktop user preferences have no affect in DCA-integrated CCS. While they still appear in the agents list of user preferences, their settings are overridden by DCA functionality:
In the Single-Session Desktop:
Automatically take leadership of new session
Turn follow-me on in a new session
Open shared space in an external view
In the Multi-Session Desktop:
Automatically shared space in an external view
See Also
For related information, see:
For related information, see:
About DCA 2.01 Changes to CCS Files