Hello - I have been asked to modify what the agents see on their Cisco Desktop Agent when a call comes in. I have figured out how to modify the information that appears on the left side which is called the 'enterprise data' but I need to figure out how to modify the information that appears on the right side which is called the 'call activity'. Does anybody know if there is a place that I could modify that data so that the agents cannot see which queue a particular call is coming in from? Some of our agents are looking at the name of the queue and not answering the call if they do not like the calls that come in through that queue. I tried to set the Cisco Desktop Agent to stealth mode but they figured out how to restore it so that it appears again, I also tried to hide the contact management button but that does not prevent the window from appearing. I would even be happy if we had to hide the entire contact management pane but I cannot figure out how to hide it. thanks in advance.
I have this problem too.