Telephony Platform

Learn about setting up a new or modifying an existing telephony platform in Configuration Server.

Last published on: July 20th, 2023

Telephony Platform stores and maanges the data for Customer's Telephony platform

Left Side Panel  The right-side panel 

Left Panel shows the following

  • Section types to select and navigate to.
  • A button to add a new Telephony Platform.    
  • Button with Telephony Platform name to show the details of the settings.
  • Agent Groups and Advances Search button.

The right Panel shows all the settings related to the selected Telephony Platform

 

Settings

  • Telephony Platform Information - displays the Telephony Platform ID, Type, and Version. 
  • Depending on the selected Platform type it will display the settings button. when clicking on the button it will load the extensions of the selected platform.
  • Agent Channel Settings

 

  • Avaya Environment Settings - this tab is availed only for Avaya Type. Each type has a different set of extensions.

 

  • The "Save Telephony Platform Settings" - button will save all the changes under the Settings and Extensions tab.  
  • Tooltip - when mouse over the tooltip icon a popup will show the detail about the extension or purpose.

 

Agent Group/Agent 

  • Displays the list of Agent Groups and Agents

 

  • Add Agent Group - The below window will pop up to add an Agent Group by providing its unique name.
  • Add Agents - will pop up the below window to add an Agent by providing its Username, Password, and Full Name.
    • Username - should be unique and case-sensitive for the Telephony Platform. It should be the same case with the Telephony switch.
      • Duplicate Usernames are not allowed.
    • Password - case sensitive.
Add an agent Agent Groups and Agents view

Edit CTI Agent

  • Select the agent to update the Username, Password, and Full Name or Move the agent to another group.

 

 

Import CTI Agents

  • The supported file format to import is CSV.
  • The following columns must be added to the file to import.
    • Agent Group, Agent Id, Password, Full Name, Auto Answer Calls, Auto Answer Email, Auto Answer Chat, End Completes Interaction, Extension / Place, Has Chat, Has Email, Has Callbacks
    • Agent Group and Full Name are not mandatory.
    • Please keep the Password empty for security.
      • An agent can enter the password when he first logs in to the Media Bar which will be preserved in the Config Server in the encrypted format.
  • Duplicate CTI usernames are not allowed.
  • You can use this sample file and populate values and use it to import.

Export CTI Agents

  • We can export the CTI Agents list and make any modifications, 
    • if there is any change in the current user,
    • add new users in the file and import it.

Reason Codes

 

  •  Add Reason Code
    • Provide a unique code for the reason code and name.

Logout Reasons

 

  • Add Logout Reasons
    • Provide code for the Logout reason code and name.

 

Interaction Dispositions

 

  • Provide a value for the Interaction Disposition and name.

 

Caller Ids

 

  • Provide a number for the caller Id.

 

Quick Dials

 

  • Provide a number and name for the Quick Dial.

 

Agent Groups/Agents

  • Agent Group - Select Agent Group from the Left pane or Select Edit Icon from the Agent Group list to see Agent Group details.
    • Settings - Agent Group Information

 

  • Agent Channel Settings

 

  • Environment Feature Settings

 

  • Override - If you want to change any existing default value, or the value inherited from a parent for the Agent Group then select the Override checkbox to enable the control for the setting name then change the value as per the requirement.

 

  • Click the  “Save Agent Group Settings” button to save changes permanently.

 

  • Agent Groups/Agents [under Agent Group]

 

Codes for Agent Groups/Agents

  • All the codes will be available for Agent Groups and Agents. the codes can be controlled by their visibility property.
  • Types of visibility.
    • Inherit Visible from Parent. → the codes will be visible to the agent or agent groups as per the visibility from the Parent's selected options. 
    • Hidden from group and Children. → the codes will hide the visibility for the selected group and children
    • Visible for group and Children.→ the codes will always be visible to  groups and children
    • Hidden from the group and denied to children.→  the codes will not be visible from the group and visible to children.
    • Always visible for groups and children.→ the codes will be always available for groups and children.

 

  • Reason Codes

 

  • Logout Reasons

 

  • Interaction Dispositions

 

  • Caller Ids

 

  • Quick Dials

 

CTI Agents

  • Settings - Agent Information
  • Parent - can be changed by just selecting the required Agent Group name or Environment name from the Parent list 

 

  • Agent Channel Settings

 

  • Environment Settings

 

  • Click the  “Save Agent Settings” button to save changes permanently.

 

Codes for Agents

  • All the codes will be available for the Agent as per the parent's visibility setup. the codes can be controlled by their visibility property for the agent.
  • Types of visibility.
    • Inherit Visible from Parent. → the selected code's visibility will be applied as per the parent's selection.
    • Hidden from the agent. → the selected code's visibility will not be available for the agent.
    • Visible to the agent .→the selected code's visibility is available to the agent.
  • Reason Codes

 

  • Logout Reasons

 

  • Interaction Dispositions

 

  • Caller Ids

 

  • Quick Dials