About DCA 2.01 Changes to Agent Role Settings

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.

Settings for Multi-Session Agent Roles

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.

Settings for Single-Session Agent Roles

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).

Additional Notes for DCA Agent Role Settings

These additional notes pertain to DCA agent roles:

See Also

For related information, see:

For related information, see:

About DCA-CCS Integration

About the DCA-CCS Updater

About DCA 2.01 Changes to CCS Files

How to Install the DCA-CCS Updater

How to Re-Enable White Board and App Share