CT Admin. Administrator s Guide. CT Suite v2.5 Update 1 10/21/16

Transcription

1 CT Admin Administrator s Guide CT Suite v2.5 Update 1 10/21/16

2 CONTENTS About CT ADMIN... 3 Target Audience... 3 Information Provided... 3 Information Not Provided... 3 access ct admin interface... 4 CT Admin access sites and users... 4 ct admin access and administration users... 5 overview sites - main agent templates agents computers screen pop custom presence details campaigns campaign VDNs Campaign details servers Details aes logger Chat POM license open queue outbound call list controller monitor media Queues

3 boxes details resources daily schedules holiday schedules disposition aux contacts cti extensions devices auto acknowledge canned responses details details user administration Administrator tasks Backups Create new sites create new templates supervisor tasks Adding user adding computer importing users and computers Instructions on importing Agents into CT Desktop Hot Seating Import troubleshooting CT Admin Login Administration CT Desktop Login Dial

4 ABOUT CT ADMIN The CT Admin application is a web based interface that provides the tool to administer all CT Desktop settings and users. TARGET AUDIENCE The target audience for this manual are CT Desktop Administrators INFORMATION PROVIDED This guide will provide information on how to access the CT Admin interface, how to administer sites, templates and users. INFORMATION NOT PROVIDED This guide will not cover installation of CT Admin or CT Desktop 3

5 ACCESS CT ADMIN INTERFACE The CT Admin interface have two user interfaces, one for sites and user administration and the other for CT Admin access administration. CT Admin have two types of users Administrator and Supervisor, the administrator accounts\role have access to everything and the supervisor have access to user administration only. CT ADMIN ACCESS SITES AND USERS Open either IE 11 or higher or Google Chrome (tested with Version m) Login with the credentials provided to you by your Administrator. 4

6 The default admin account: admin, CT ADMIN ACCESS AND ADMINISTRATION USERS The CT Admin user accounts are administered under another interface. This interface allows you to assign supervisors and other administrators. Open either IE 8+ or Firefox 38+ (Google Chrome and Microsoft Edge not supported) Note Requires Microsoft Silverlight. If you not have it installed already the site will prompt you to download and install. Login with the credentials provided to you by your Administrator. The default admin account: admin, One you are logged in you may change your password. Administration of users and Roles are done by selecting from the following menu: 5

7 You should already have the two roles defined, however if you only have the included Administrator role listed you may depending on your business be required to create a new role for Supervisors. Enter the name of your new Role and click OK 6

8 Select the permission from the right table. Note Supervisors should have the Administer Users permission. And click Save on the bottom of the page. You may now create your Supervisors and or additional administrators by accessing the Users section and clicking on the plus sign to add users. In the below example we have created Jane Doe and assigned her to our new profile. 7

9 Click Save. If Jane Doe would like to change her password she will need to login to this interface and select change password from the top right side of the page. Supervisors do not have the same access as Administrators, they see all tabs and forms but are not able to make changes and additions to anything other than Users and Computers. Typical supervisor administration tasks include: Adding and removing Agents and Computers o Create new users o Assign users to templates o Assign telephone extension Modifying Agents and Computer mapping table o Add new computers and map to proper extension o Change current computer hostname and or extension mapping Should the supervisor attempt to make a change to an area where they do not have permission, a dialog will display alerting them to the fact. 8

10 Some sections will not allow the supervisor to view content such as: the AES section. 9

11 Assign Supervisor Template Access Supervisors are assigned to templates in order to restrict access to the system. To assign access follow these steps: Login as an Administrator and open the users tab and find the login name of the supervisor. Take note of the Name as this is the username of the supervisor as you will need it later. Next open the Template Permissions tab 10

12 Select the template you are assigning supervisors to. And click on the Plus sign to add the supervisor. 11

13 Click Ok and Save. The supervisor will now only see templates they are assigned to. 12

14 OVERVIEW The CT Admin architecture can be broken up into Sites and Templates. Each Site can have multiple templates and all users belong to a template. SITES - MAIN The site represents a collection of templates and other settings, as an example if the business has two contact centers with unique settings then breaking the administration up into two administered sites make it easier to manage. Certain settings administered at the site level is also available to the templates within the site. Essentially sites provide a grouping of common settings and templates. 13

15 AGENT TEMPLATES The template can be viewed as a user group, all users must belong to a template and they obtain most of their user settings from the template. For example, the Users/Agents, Computers, Screenpop, Presence groups and Custom settings. Manage templates by going to /Site/Agent Templates. You can edit, add or clone a template. To edit an existing template, select it from the list of available templates. Example: Default Select Details, then Edit Agent Template 14

16 To add a new template, select Add Agent Template. To clone an existing template, select Clone Agent Template. Cloning allows you to copy an existing template in order to prefill the settings. Afterwards, you can edit any settings as needed. A window will pop up and prompt you to select the template to clone. Enter the new name and description. Click Submit. A message will appear that clone was successful. Click Close. 15

17 The Agent Template provides settings for: General tab: Name: Generic name of template Description: Describe the template Site: Select site the template belongs to AES Server Group: AES Server group configured at the Site/Server level Contact Group: Contact group configured at site/resources level Discard Phone List: Enter one or more phone number you would like to prevent from being added to the user s My History tab in CT Desktop application. The phone number must be unformatted 16

18 User tab 1 Enable Settings: On\Off decides if the settings section on the CT Desktop Personalization tab will be visible to the agent Log To File: On\Off decides if log is written to desktop or server Hidden: On\Off decides if the CT Desktop will run hidden from view, note cannot be turned On if the user is required to interact with the CT Desktop application Hot Seat: On\Off decides if the computer hostname will be used to map the phone extension to use. The phone extension can be registered in 3 different ways: 1. the user have the extension configured under their windows login profile. 2. The computer hostname is used to map to the extension (the template has a list of computer hostname to phone extension mapping) 3. The user is prompted to enter their phone extension. Prompt Extension: If turned On the user will be prompted to enter their extension Force Disposition: Future Feature. On\Off decides if the disposition will be forced Enable Plugins: Yes\No to enable the plugin functionality within the CT Desktop application. If you have developed custom plugin(s) for CT Desktop or deployed CT Salesforce Connector Click to Dial, this setting must be set to Yes. Personalization: If Yes, the Personalization tab in CT Desktop is visible to the user. The Personalization tab allows the end user to change CT Desktop theme, opacity, save and restore layout and more. Presence: If Yes, the Presence tab in CT Desktop is visible to the end user. The Presence tab allows end user to view other end user s state and initiate call. Inbound Disposition: Select Disposition group as configured at the server level Site/site name/resources/disposition 17

19 Outbound Disposition Group: Select Disposition group as configured at the server level Site/Resources/Disposition Maximum History Records: The number of history items shown in the CT Desktop History tab. Forced Application Shutdown After: Automatically shuts down CT Desktop at a specified time. Enter value as military time. Examples: 08:29 = 8:29AM, 22:17 = 10:17PM. Plugin Directory: Relative path to CT Desktop installation folder. Folder where custom connectors and plugins are located. Call List Items Display: The number of call list items to retrieve (as displayed in the CT Desktop application s Outbound tab). Require Close Password: On\Off decides if the user must enter a password in order to close the CT Desktop application. The password entered in the Close Password text box will be used. 18

20 User tab 2 My History: Yes = History tab visible in CT Desktop My Contacts: Yes = My Contacts tab visible in CT Desktop Enable Work Item Alert: If set to Yes, the alert window appears on the selected Work Item Screen Position. The alert window provides quick overview of the incoming work item (voice, or chat). Work Item Display Seconds: If the Enable Work Item Alert is set to Yes, the number of seconds the work item alert window is visible. The default value is 10 seconds. Enable Work Item Context Store: If set to Yes, the CT Desktop button highlighted is available for the end user as an option to store the original voice call information in CTSuite. The original voice call information data elements such as ANI can be used to perform screen pop if the call is transferred to another CT Desktop end user. Work Item Context Expiry (Minutes): The number of minutes store the work item context voice call information in memory to make it available to CT Desktop application. This option is applicable if the Enable Work Item Context Store is set to Yes. The default value is 10 minutes. Work Item Screen Position: The position within the end user s monitor screen to display the work item alert window. This option is applicable if the Enable Work Item Alert is set to Yes. The default value is Bottom Right. Query Agent ID Interval Seconds: The number of interval seconds to query the agent state. If the Agent functionality is enabled in CT Desktop, this setting must be provided. The default value is 5 seconds. Enable Authorization: Not applicable on the current release. Authorization Code: Not applicable on the current release. Enable Calling Party Number Replacement: This feature is applicable if the CT Outbound Call List is deployed on your site. If set to Yes, it provides the Avaya 19

21 Communication Manager green feature (SA8481 Replace Calling Party Number with ASAI ANI). This allows the end user utilizing the CT Desktop application for CT Outbound Call List that is placing an outbound ISDN call to supply the Calling Party Number information associated with the outgoing call. This feature is available in Avaya Communication Manager 5.2.x and up and must be enabled via change system-parameters special-applications. Calling Party Number: The number to display when placing an outbound call via the CT Outbound Call List feature. This is applicable if Enable Calling Party Number Replacement is set to Yes. tab Configures the client (Under Media tab in CT Desktop). Enable Save If Yes, allows agent to save on the local desktop file system. Enable Print If Yes, allows agent to print the . Enable Transfer If yes, allows agent to transfer an to a different mailbox Enable Attach: If Yes, allows agent to send attachments with outgoing s. Enable Suspend If yes, allows agent to set to Suspended mode for a specific period of time. Enable Retrieve: If Yes, allows agent to retrieve an from Suspended mode Restrict Attachment Path: Restricts agents to a specific local desktop folder from which files can be accessed and attached to an reply. For example: X:\foldername Include Original When Replying: If Yes, the original text is always included in a reply. Always Return Suspend to Agent: If Yes, a Suspended will return to the agent who suspended it. If No, the will return to the queue for the next available agent. Maximum Display Items: Limits the number of items viewable in the agent s Inbox. 20

22 AUX tab Enable AUX: On\Off decides if AUX is enabled Force Reason Code for Logout: On\Off decides if AUX code is forces when agent logs out AUX Group: Select the configured AUX group for the users Enable Poll Agent Status: On\Off decides if the CTS will poll the PBX for agent status default is On Default AUX Code: Check PBX setting to find default AUX code i.e. 0 Display AUX Button: On\Off decides if the AUX button will be visible in the CT Desktop Polling Interval Seconds: The frequency of PBX polling for Agent status default is 30 seconds (poll intervals should be less (5 sec) when Agents use their phones to switch Agent ACD states.) Display ACW Button: On\Off decides if the ACW button will be visible in the CT Desktop 21

23 Dialing tab Dialing Rules: On\Off decides if CT Desktop will use the dialing rules Outside Line: If the PBX require dialing outside line i.e. 9 Long Distance: If the PBX require dialing code for long distance i.e. 1 Country Code: If the PBX require country code when dialing Internal Extension Length: The length of the internal extensions i.e may be and the length would be 5 National Phone Number Length: The length of the National phone numbers i.e. USA is 10 digits Local Area Code: The local area code Quick Transfer Group: The CT Desktop interface provides a list of numbers that users can use for quick transfers. The Quick transfer list itself is administered at the site level. If left blank the Quick Transfer list in the CT Desktop will be empty. POM tab POM Server Group: POM Server group configured at server level under Site/Servers/POM Locale: Locale as configured on Avaya POM Server Zone: POM Zone as configured on Avaya POM Server Time Zone: Time Zone as configured on Avaya POM Server Phone No Minimum Length: The minimum number of digits of the contact or outbound phone number. Enable External Transfer: If set to Yes, the POM agent can optionally initiate an external call while handling POM contact work item. Enable Redial Entry: If set to Yes, the POM agent is can optionally redial the contact phone number. Enable Do Not Call: If set to Yes, the POM agent can optionally added the contact work item to the Do Not Call list. Enable Grid Changes: If set to Yes, the POM agent can optionally edit the contact information displayed on the grid view. 22

24 Field Sort Order: Enter one of more valid POM campaign fields to be used as the sort order of the contact field when displayed on the grid view. Dashboard tab Monitor Server Group: Select the Monitor Server group (CT Dashboard requires at least one CT Monitor application server). Dashboard Template File Name: Default Dashboard is standard. Upload Dashboard Template: A customized dashboard template can be created in CT Dashboard and uploaded here. After clicking the Upload Dashboard Template button, you will be transferred to a new page (see below). Browse to the custom template file names and click Upload File (note that Updates from that page will not appear here immediately but after this Agent Template is refreshed). 23

25 Upload Dashboard Template screen: Dashboard Template File name: Enter the name of the template file Browse to the *.dash template file names and click Upload File. Browse to the *.dashlayout file and click Upload Layout File. For more details concerning exporting and uploading dashboard template files, see the CT Suite Dashboard Guide R2.5. AGENTS The Agents section of the template contains a list of all users assigned to that template, each agent will have some unique settings mostly related to look and feel and telephone extension etc. Most agent settings will come from the template. The settings to note are: Windows User Name: This is their Windows active directory username, e.g. msmith Extension: The phone extension assigned to the user. Note depending on the template this setting may be controlled by hot seating and or extension prompting Additional settings are described under section: Supervisor tasks/adding User 24

26 General tab: First Name: Agent s first name Last Name: Agent s last name Alias: Descriptive name (optional) Windows User Name: The agent s Windows login user account. Allows for Single Sign-on when agent starts up CT Desktop. Extension: Avaya telephone extension as setup in the Avaya Communications Manager Extension Password: Enter extension password (if applicable) Auto Pop Info: On\Off decides if the CT Desktop Info tab is activated on new call Auto Screen Pop: On\Off decides if the Rule based Screenpop is automatically executed on new call. If Off the user must click the CT Desktop Info tab screenpop button Alias: Friendly (descriptive) name Always On Top: On\Off decides if the CT Desktop is always on top of other windows Theme: Selected theme for this user Transparency: Selected level of Transparency\Opacity for this user Enable Remote Worker: On\Off decides if incoming calls will be forwarded to a remote phone number. Remote Worker Phone: Enter the Remote Worker s external phone number (example: ) Restore On Call: On\Off decides if the CT Desktop is restored on new call Agent Template: The template this user is assigned to. If you are moving the user, you can select another template from the list 25

27 Agent tab: Agent: On\Off decides if the Agent tab is visible in CT Desktop Note Agent ID and Password are required when using Avaya POM Agent Agent ID: The Avaya ACD Agent ID Agent Password: The Avaya ACD Agent password Auto In: Auto or Manual ACD in. POM Agent: On\Off decides if the POM Agent is enabled for this user On\Off decides if Media tab is visible in CT Desktop. Enables ability send and receive s. Salesforce: On\Off decides if the Salesforce connector is enabled for this user Call List: On\Off decides if the Outbound tab is visible in CT Desktop. Allows the agent to view Call Lists for making outbound calls. Presence tab: Add Presence Group: You can add presence groups that have been configured under Template/Presence Delete Agent Presence Group: You can delete presence groups the user should no longer be part of. Note Users will see presence groups they are members of. 26

28 Custom tab: Section where custom settings can be added. Custom settings are used by the Plugin Framework for custom connectors. 27

29 Dashboard tab Dashboard: On\off decides if agent can access CT Dashboard Dashboard Customize: On\Off decides if agent can customize the Dashboard view. 28

30 COMPUTERS When using hot seating the computers to phone extension mapping must be done, this section contain that mapping. If the hot seating setting is turned on in the template settings this table will be utilized to find the proper extension to load. It s important that the computer hostname is entered correctly or else you may not have a match. To use hot seating, you must first turn ON Hot Seat under the Agent Template settings/user1 tab as described in the Template section above. When using hot seating the telephone extension is not required to be administered under the user profile. 29

31 SCREEN POP The Screen Pop section provides out of the box screenpop rules to execute an Open command. This command can open a URL passing a number of parameters such as: ANI, VDN, UCID, UUI and DIGITS or it can open a command line application.exe passing parameters to it To add/edit, go Agent Templates/Screenpop Name: Friendly name Active: On\Off decides if the screenpop will run Type: Currently only Open is supported Agent Templates: Enter desired template Trigger: Alerting, Answered or Released this will decide when the Screen Pop occurs VDN Restriction: On\Off decides if the call must come from a VDN. Number Restriction: Default = 10. This setting will allow for filtering our internal calls with less than a 10-digit phone number\extension Work Item Type: Select the work item type that triggers a screen pop. Examples: Voice, , POM Window Style: Defines the popup window default behavior. Select from Normal, Hidden, Minimize, Maximize. Open: The application and or URL to open, this is similar to clicking Start\Run in Windows Parameter: The parameter you will send with the Open command. The parameter field accept the following optional parameters, use comma if passing multiple. %ANI%, %UU%, %UCID%, %VDN%, %DIGITS% you can also pass your own static parameters 30

32 CUSTOM This section contains any template wide custom settings used by external plugins. External plugins are used for custom Screen Pop and or telephony control interfaces. The external plugin loads its settings and properties from this section. The settings are based on a Key and Value similar to how a local configuration file works. Please see Plugins documentation for further information 31

33 PRESENCE The Presence tab within CT Desktop can display the current state (e.g., Available, Logged out, ACW, etc.) of all agents within a particular Presence group. To edit/add a Presence group, click an existing group in the screen, or click Add Presence Group. To add an agent, click Add Agent and select agent name. Click Save 32

34 To Delete an agent, select the agent s name from the list and click Delete. Confirm changes. DETAILS View all current settings of selected Agent Template. Click Edit Agent Template to make changes CAMPAIGNS Campaign can be used to list additional information to inbound telephone numbers. Each campaign is configured against a VDN, when calls then arrive inbound to the agents from the VDN the CT Desktop Info tab is populated with the Campaign information. Open the Campaign Info configuration by going to /Site/Campaigns under CT Admin. To view/edit setting, select a campaign in the list, or click Add Campaign to add a new one. 33

35 CAMPAIGN VDNS To edit an existing VDN, select it from the list. To add a new VDN, click Add Edit VDN. Add or edit the VDN value and click Save 34

36 CAMPAIGN DETAILS In the Campaign Info screen, click Details to view current settings. To edit settings, click Edit Campaign. Campaign Settings Name: Name of campaign Force Disposition: Yes/No Disposition group: Select a Disposition group Description: Enter a brief description of campaign Campaign information: This section is displayed to the agent in the CT Desktop "Info" tab and can contain more details about where the call arrived from. 35

37 SERVERS The Servers tab contains all servers configured for the site. Each server must belong to a group. In CT Admin, go to /Site/Servers/ to view the Server groups. To view/edit group settings, select a group on the screen, or click Add Monitor Server Group to add a new one. Each Server group has several settings screens that can be configured. See details in sections below. DETAILS To edit the Server Group s name and site, click Details tab and Edit Server Group 36

38 Server Group settings Name: Group name Site: Enter site Description: Descriptive (friendly) name AES 37

39 The AES section contains the administered Avaya AES servers; you may have one or more AES servers listed. To view or add AES servers, go to Servers/server group/aes group To view/edit setting, select a server in the list, or click Add AES servers to add a new one. 38

40 Details Settings Is Primary: On\Off decides if this is the primary AES server. Note you must have at least one Primary AES server. The CT Desktop will attempt to connect to up to 3 AES servers should the primary fail. TLink Name: Contains the offered TLink, e.g. AVAYA#SWLINK1#CSTA#MYAES01 TLink User Name: The CTI username as defined in the AES server TLink Password: The CTI password as defined in the AES server AES IP Address: Enter the AES IP address 39

41 Service Provider Settings AES Socket Port: Default port is 4721 Protocol: Select the correct protocol version for the AES. Required Secure Socket: Off/On Session Duration: Default is 180 seconds CM Name: The Avaya Communication Manager (CM) name (Note: The CM name can be found within the TLink Name, e.g., AVAYA#CM#CSTA#AES63). Required Session Cleanup Delay: default 60 secs CM IP Address: Enter the Avaya Communication Manager IP address Click Save to retain edits to settings Click Discard to remove edits. LOGGER The CT Logger application provides event logging for CT Suite applications. To view Logger servers, go to Servers/server group/logger. 40

42 To view/edit settings, select a server in the list, or click Add Logger servers to add a new one. Logger settings Enabled: Yes or no Processor Name: Name of the service Description: Descriptive (friendly) name Server IP: IP address of server Server Group: Defines group membership CTLogger Database Connection String: Enter correct database connection string. Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete CT Server is one of the multimedia channels of the CT Suite product that communicates with CT Open Queue to deliver work items to the contact center agents. CT Server processes one or more mailboxes and routes the work items to its queue respectively. CT Server supports POP3, IMAP and SMTP protocols as well as POP3 and IMAP over SSL. With the CT server, you can: Assign one or more queues to the mailbox Set priority from the mailbox and or the queue level Sign one more work and holiday schedules Setup automatic response upon receipt of the to provide immediate response to the sender Assign administrator address to be used to send notifications of any issues occurring within the server system. This will allow CT Suite administrators to proactively resolve the issues as they occur Discard certain s based on configured address or subject keywords Assign canned response group to one or more queues View real time status of work items and queues Transfer work item to a contact center agent or assigned queue Suspend and view history of work items 41

43 Prior to setting up the mailboxes and queues, the following Avaya Communication Manager administration tasks dependencies must be completed: Note: The number of required skills, vectors and VDNs depends on the number of queues you plan to administer in CTAdmin . One skill, vector and VDN per queue or use Queue First feature to save vector. The setup is similar to voice. 1. Setup one or more skills 2. Setup one or more vectors 3. Add minimum basic steps to each vector as follows: a. Wait-time 0 seconds b. Queue-t0-skill x (where x is the skill) c. Stop 4. Setup one or more VDNs 5. Assign VDNs to vectors respectively 6. Setup phantom stations. Number of phantom stations required is based on the number of concurrent work items you would like to be deliver at any given time to the contact center agents across all queues. Please note that the phantom stations are shared to all queues. The number of phantom stations for one particular queue can be administered in the CT Extension Limit field of the Media Group Queue tab. To view servers, go to Servers/server group/ . To view/edit settings, select a server in the list (e.g. Service 1) or click Add servers to add a new one. DETAILS In the View Server screen, click Details to view the settings. Click Edit Server to edit and see additional settings. 42

44 Details screen Enabled: Yes/no Process s Interval Seconds: Processor Name: Name of service Server IP: IP address Description: Friendly name Work Item Message TTL Seconds: Number of seconds before the Work Item Message expires in MQ server. Default=20 Database Connection String: Enter DB connection string Attachment Database Connection String: Enter DB connection string for the attachment database Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete server 43

45 More screen Check Cache Connection Seconds: Maximum Sent Items Display: Limits the number of Sent items displayed in the agent s mailbox. Check MQ Connection Seconds: Maximum Send Tries: Default value is 3. If the outbound fails after Maximum Send Tries, the work item in the user s CT Desktop Outbox turns to red. In addition, the is sent to the administrator address administered in Notification Address field. Click Save to retain edits to settings Click Discard to remove edits. BOXES To view/edit boxes, go to Servers-> server group-> -> boxes. Select an existing box, or click Add Mailbox to add a new one. 44

46 Each Mailbox contains the following configuration screens. Scroll through the menu and select as needed. Details Server Agents Canned Responses Auto Acknowledgement See configuration screen details below. Details settings Active: Yes/no Encrypted: Yes/no Skill Number: Enter CM skill number to receive Priority: Select Lowest to Highest. Name: Name of Mailbox Description: Descriptive (friendly) name Primary Server: Select server Maximum Attachment Size MB: Default is 10 MB Address: The incoming address Notification Address: The address where notifications are sent. Queue: Select queue Media Group: Select media group Discard if this is found in the Address or Subject: Enter Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete mailbox 45

47 Server settings Server type: POP3 or IMAP Server Time Out (sec): default=30 Secure Pwd Auth (SPA): Yes/no Authentication: Default= Incoming Use SLL: Keep s for Days: Incoming Username: Incoming Password: Outgoing Authentication: Outgoing Use SSL: Outgoing Server: Enter SMTP server hostname Outgoing port: Default=25 Outgoing Username: enter the outgoing address Outgoing password: enter the pasword Click Save to retain edits to settings Click Discard to remove edits. 46

48 Agents screen View assign agents to a mailbox. To add agents to the mailbox, go to Add Agent. Enter an agent s name in the search box. A dropdown box will appear to reveal to search results. Select the agent desired, then click the OK button to add. 47

49 The new agent now appears in the list. Click the Save button settings. to retain the new Mailbox To remove an agent from the mailbox Select an agent on the Add Edit Mailbox screen. In Add Edit Agent Emaibox screen, click Delete. Click OK to confirm Delete. In the Add Edit Mailbox screen, click Save 48

50 Canned Responses screen View or Add a Canned response group to the current mailbox. Note: Canned Response groups are created under Site/Resources/Canned Responses. Auto Acknowledgement screen This feature will automatically send a reply to the incoming . In Hours Auto Acknowledgement: select the correct Auto Acknowledgement for in office hours In Hours Sender Address: enter the desired sender address Out Of Hours Auto Acknowledgement: select the correct Auto Acknowledgement for out of office hours Out Of Hours Sender Address: enter the desired sender address for out of hours 49

51 CHAT CT Chat Server is one of the multimedia channels of the CT Suite product that communicates with CT Open Queue to deliver online chat work items to the contact center agents. CT Chat Server processes one or more chat instances and routes the chat work items to its queue respectively. NEED MORE DETAILS To view chat servers, go to Servers/server group/chat. To view/edit settings, select a server in the list (e.g. Chat Service 1) or click Add Chat Server to add a new one. DETAILS In the View Chat Server screen, click Details to view the settings. Click Edit Chat Server to edit and see additional settings. 50

52 Edit screen Enabled: Yes/no Processor Name: Name of chat service Server IP: IP address Description: Friendly name Logfile Size KB: Max size of logfile Maximum Log Archives: Max number of log files retained. Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete server 51

53 CHAT QUEUES To view/edit Chat Queues, go to Servers-> server group-> Chat and select a server. Select an existing Chat Queues or click Add Chat Queue to add a new one. Each Chat Queue contains the following configuration screens. Scroll through the menu and select as needed. Details More Agents Daily Schedules Canned Responses See configuration screen details below. 52

54 Details settings Enabled: Yes/no Name: Name of Chat Queue Description: Descriptive (friendly) name Route VDN: Enter CM VDN number to receive chat Id: CM ID Priority: Select Lowest to Highest. Chat Server: Select Chat server the queue will reside on. Media Groups Set Item: Holiday Schedule Group: Select correct country holiday group Release CTIExtension: Yes/No Preferred Agent: CTIExtension Limit: Minutes To Close Idle Session: Select media group Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete queue 53

55 More settings Enable Sensitive Data Masking: Yes/no Enable Sensitive Data Mask All: Enable Message Encryption: Encrypts all message data Enable Profanity Masking: Masks any profanity on both remote customer and agents chat session. Maximum Attachment Size MB: Profanity: Select group of defined profanity Click Save to retain edits to settings Click Discard to remove edits. 54

56 Agents screen View assign agents to a chat queue. To add agents to the chat queue, go to Add Agent. 55

57 Enter an agent s name in the search box. A dropdown box will appear to reveal to search results. Select the agent desired, then click the OK button to add. 56

58 The new agent now appears in the list. Click the Save button new Mailbox settings. to retain the 57

59 To remove an agent from the chat queue Select an agent on the Add Edit Chat queue screen. In Add Edit Agent Chat Queue screen, click Delete. Click OK to confirm Delete. In the Add Edit Chat queue screen, click Save 58

60 Daily Schedules screen Select a Daily Schedule from list or click Add Daily Schedule to add. Note: Daily Schedules must be preconfigured under /Site/Resources/Daily Schedules. Click Save to retain edits to settings Click Discard to remove edits. 59

61 Canned Responses screen View or Add a Canned response group to the current mailbox. Note: Canned Response groups are created under Site/Resources/Canned Responses. Click Save to retain edits to settings Click Discard to remove edits. POM CT Suite supports Avaya Proactive Outreach Manager (POM). See for details. To configure, go to /Site/Servers/server group/pom. To view/edit settings, select a server group on the screen, or click Add POM Server Group to add a new group. 60

62 POM SERVERS To view/edit settings, select a POM server on the list screen, or click Add POM Server to add a new server. 61

63 Add Edit POMServers screen Is Primary: Set as primary Name: Name of server Description: Description (friendly) name Server IP: IP address of server Port: Default=9970 DETAILS To view/edit settings, select a POM server group on the list screen, or click Edit POM Server Group to edit settings. LICENSE 62

64 A license server must be configured to enable an active CT Suite license. In CT Admin, go to /Site/Servers/server group/license to view or add License servers. To view/edit settings, select a server in the list, or click Add License Server to add a new server. License Servers settings Enabled: yes/no Logfile Size KB: Limits size of logfile Processor Name: Name of server Server IP: Enter IP address Description: Descriptive (friendly) name Reports Database Connection String: License Audit Interval (minutes): License Audit Threshold (hours): Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete 63

65 OPEN QUEUE The CT Open Queue provides routing solution which leverages existing powerful Avaya Communication Manager built-in queuing algorithms. The work items that can be distributed through CT Open Queue can be an , chat, outbound, task or any non-voice work items customers would like to utilize existing blended routing functionality. CT Open Queue utilizes phantom station of type CTI to deliver non-voice work items. When the phantom call is processed through the Avaya Communication Manager queueing mechanism, the phantom call is eventually delivered to an agent, similar to receiving a voice call, at the same time, the agent is presented with the appropriate work item data. In the case of or chat, the or chat information is presented through the built-in CT Desktop or chat user interface. Open Queue must be configured within CT Suite and the Avaya CM. Refer to sections below. CONFIGURE CT SUITE In CT Admin, go to /Site/Servers/server group/open Queue to view or add Qpen Queue servers. To view/edit settings, select a server in the list or click Add Open Queue to add a new server. 64

66 Open Queue settings Enabled: yes/no Processor Name: Name of Open Queue server Web Service Port: default 8790 Server IP: Enter IP address Logfile Size KB: Limits size of logfile. Default is Description: Enter a descriptive name UUIPrefix: AES Server Group: Enter the desired AES Group CTI Extension Group: Select an extension group (group must be preconfigured in Site/Resources/CTI Extensions). Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete CONFIGURE AVAYA CM In order to support Open Queue, the Avaya CM must be properly configured. VDN Phantom extension Virtual extension Skill OUTBOUND CALL LIST The CT Outbound Call List is one of the server components of the CT Suite product that provides the ability to import contacts to database and associate contacts to a call list. The call list can have one more contact information. The call lists are distributed to the assigned contact center agents. The call list is presented via the CT Desktop Outbound tab. The Contact Center agents can select an item from the call list to initiate an outbound call. When the outbound call is completed, the contact center agent is presented with the outbound disposition form 65

67 and notes for agents to add. The outbound call information including the call details and disposition are stored in the database for customers to generate historical reports. To view outbound servers, go to Site/Servers/server group/outbound. To view/edit setting, select a server in the list, or click Add Outbound Call Server to add a new one. Outbound Call Server settings Enabled: If set to Yes, this CT Outbound Call Server configuration is active. Processor Name: Enter the CT Outbound Call Server processor name. The processor name is an unique identify of the CT Outbound Call Server running instance. The processor name can be provided during installation or edit the application configuration file. Note that the processor name entered in the application configuration file must match with the process name administered in CTAdmin. Server IP: The IP address where the instance of Outbound Call List server is installed and running. Logfile Size KB: The maximum log file size in Kilobytes the application logger will use to store its application log information. Default value is Query Call List Interval (seconds): The number of seconds in interval the Outbound Call Server synchronizes with the database in order to update the list in memory. Default value is 30. Contact Ownership Expiry (hours): The amount of time, in hours, to store in memory the Outbound Call List contact work item currently owned by a contact center agent. When the Contact Ownership Expiry value expires, the 66

68 Outbound Call List contact work item is placed back to the appropriate Outbound Call List. The default value is 8 hours. Enable Single Contact Ownership: If set to Yes, the contact center agent handling Outbound Call List work items can only handle one contact at a time. The default value is Yes. Description: Enter the database connection string or the IP address or host name including the CTReports database credentials. CTReports Connection String: Data Source=[DB Server Host Name/IP];Initial Catalog=CTReports;User ID=CTReports;Password=[password] Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete Note: Any agent who will use CT Desktop Outbound must be configured to do so in their CT Admin/Templates/Agents/[User]/Agent tab. The Call List must be set to Yes. (see the Agents section, Agent tab screen for more details). ADMINISTER CALL LISTS Click Administer Call Lists in bottom right hand corner. The Administer Call Lists page will appear (see below). 67

69 Administer Call Lists screen Id: Call list identifier Name: Name of Call list Description: Friendly name To view Agent list: Click the Id number to view/add agents to a list. View Agent list screen Page Size: Select the max number of agents per page. Search: Enter name (partial or full) in textbox to filter the agent list. Click column headings to sort values alphabetically. To add agents to call list 1. Select the checkbox(s) to add agents to the call list. 68

70 2. Click Update 3. Click OK to save Call list will now appear in the agent s CT Desktop Outbound tab (See CT Desktop User Guide for more details) CONTROLLER In CT Admin, go to /Site/Servers/server group/controller to view or add Controller servers. To view/edit setting, select a server in the list, or click Add Controller to add a new one. 69

71 Controller setttings Enabled: yes/no Processor Name: Name of Controller Server IP: IP address Web Service Port: Default= 8093 Logfile Size KB: Maximum logfile size. Default=10000 Description: Descriptive (friendly) name Connection String 1: Enter Database connection Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete MONITOR The CT Monitor is one of the server components of the CT Suite product that connects that utilizes the AES to monitor devices such as hunt group extensions, Vector Directory Number (VDN) and extensions. By monitoring these devices, CT Monitor can provide real time agent state, VDN and skill (queue) statistical information. In addition, it provides both interval and shift statistics for all supported devices. The real time data feed are sent to the CT Dashboard to visually display the interval or shift statistical data in graphs and grid view. The agent state log in and log out, agent state change, detailed call summary and device call events are all written to the CT Monitor database. In CT Admin, go to /Site/Servers/server group/monitor to view Monitor groups. 70

72 To view/edit setting, select a group in the list, or click Add Monitor Server Group to add a new one. Select a server from list or click Add Monitor Server. 71

73 Details settings Enabled: yes/no. If set to Yes, this CT Monitor configuration is enabled (active) Is Primary: yes/no: If set to Yes, this instance of the CT Monitor is the primary instance Processor Name: Enter the CT Monitor processor name. The processor name is an unique identify of the CT Monitor running instance. The processor name can be provided during installation or edit the application configuration file. Note that the processor name entered in the application configuration file must match with the process name administered in CTAdmin. Server IP: The IP address where the instance of Outbound Call List server is installed and running. Description: Enter free text description of this instance of CT Monitor Switch Id: The switch identification of this instance of CT Monitor. Any call data sa ved to the database will be associated with this Switch Id. The Switch Id must be unique across all of the CT Monitor instances. Poll Agent Status: If set to Yes, CT Monitor will send request to AES to obtain the current agent state Polling Agent Interval Seconds: The interval time in seconds to send request to AES to obtain the current agent state. The default value is 5 seconds. AESServer Group: The AES group configuration information to establish connection to the AES. Device Group: The Device group to use by the CT Monitor to monitor devices administered within the selected Device group. The Device group is compress of VDNs, hunt groups and extensions. Any agents that are skilled to the hunt group that is already monitored, the agent s extension will automatically be monitored by CT Monitor. Service Level Time Seconds: The acceptable time in seconds calls to the split/skill are answered. Default value is 15 seconds. Query ACDSplit Interval Seconds: The interval time in seconds to send request to AES to obtain split/skill information. Default value is 5 seconds. 72

74 Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete More settings Is Log Event: If set to Yes, the device call event information is written to the database Is Log Call Summary: If set to Yes, the ACD call summary generated by a monitored VDN, the call summary information is written to the database Is Log Statistics Data: If set to Yes, the aggregated interval statistical data is written to the database. Logfile Size KB: The maximum log file size in Kilobytes the application logger will use to store its application log information. Default value is Statistics Interval Minutes: CTMonitor Connection String: Enter Database connection string in the form of Data Source=[DB Server Host Name/IP];Initial Catalog=CTMonitor;User ID=CTMonitor;Password=[password] Click Save to retain edits to settings Click Discard to remove edits. MEDIA Media section is where you administer the multimedia queues and setup mailboxes. You can create one or more media groups to support your environment. In CT Admin, go to /Site/Media to view Media groups. To view/edit setting, select a group on the screen, or click Add Media Group to add a new one. Two types of Media Groups are available and Chat 73

75 QUEUES Two types of queues exist-- In order to blend multimedia work items into the Phone queues, we need to create queues in the CTAdmin portal. Each queue can be used by 1 box, or many boxes can use the same queue. The queue will determine the entry point for the multimedia work item and that entry point is determined by the Route VDN number specified in the queue configuration. This number will be dialed by the CTI extension that has been assigned to the . Within the queue configuration, there is also a CTI Extension Limit which is the max number of phantoms that can be used, at any given time, from the pool of CTI Extensions. 74

76 To view/edit settings, select a queue from the list, or click Add Queue to add a new one. Open Queue Details settings Enabled: If set to Yes, this queue is enable (active). Queue enabled in order for s or chat to be delivered to the contact center agents. Release CTI Extension: Feature not currently available. Preferred Agent: If set to Yes, CT Suite attempts to deliver the work item to the designated contact center agent. If agent is unavailable, the work item is queued back to the original queue. Name: Enter the name of the queue. Please make sure the queue name is unique across all queues. Description: Enter friendly description name of the queue. Priority: Select priority of the queue. The priority is applied across all queues. If queues have the same priority, the work items are processed as FIFO. Suspend Priority: Select the priority of the suspended work item. The priority is applied after the work item is out of suspension. Route VDN: Enter the valid VDN to deliver the phantom call. The VDN must be a valid device in the Avaya Communication Manager. Holiday Schedule Group: Select the Holiday group administered in the Resources Holiday Schedules. If the queue is setup for holiday schedule and the day is within the administered holiday schedule, the work items will not be delivered or distributed. 75

77 CTI Extension Limit: The maximum number of concurrently phantom stations that this queue can use. In CT Suite, the phantom stations are shared across all queues. Queue Limit: Enter a number of work items to be processed per interval. In the case of , this is a number of s to be processed from the mailbox. Set to 0 for unlimited. Poll s While Queue Closed: If set to Yes, CT Suite continues to process work items. In the case of , it will continue to log in to the mailbox and process s from the inbox. Logfile Size KB: The maximum log file size in Kilobytes the application logger will use to store its application log information. Default value is Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete Open Queue Daily Schedules screen Select a Daily Schedule from list or click Add Daily Schedule to add. Note: Daily Schedules must be preconfigured under /Site/Resources/Daily Schedules. Click Save to retain edits to settings Click Discard to remove edits. 76

78 BOXES Select an box from list or click Add boxes. For details on creating and configuring box settings, see document section Overview Servers boxes DETAILS View Media Group details or click Edit Media Group to edit settings or delete the Media group. 77

79 RESOURCES The Resources section of CTAdmin is where you can administer various multimedia configurations. Things configured in the resource section are tied to a site and can be assigned to any template or queue within the site. In CT Admin, go to /Site/Resources to view Resources groups. To view/edit setting, select a group on the screen, or click Add Resources to add a new group. DAILY SCHEDULES Daily Schedules are setup in order to assign the time frame for which a queue is active. You can assign a schedule to one or many queues. In CT Admin, go to /Site/Resources/Daily Schedules to view groups. Select a Daily Schedule from list or click Add Daily Schedule to create a new one. 78

80 Details screen Name: Name of schedule Description: Descriptive (friendly) name Enabled: yes/no Resources: Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete Schedules screen Schedule Start Date: Schedule End Date: Start Time: End Time: Mon-Fri: yes/no Click Save to retain edits to settings Click Discard to remove edits. HOLIDAY SCHEDULES 79

81 Holiday Schedules are setup in order to assign the time frame for which a queue might normally be active, but would like the queue to be inactive due to a scheduled holiday. You can assign a schedule to one or many queues. In CT Admin, go to /Site/Resources/Holiday Schedules to view groups. Select a Holiday Schedule group from the screen or click Add Holiday Schedule to create a new one. Select a Holiday Schedule from list or click Add Holiday Schedule to create a new one 80

82 Holiday Schedule settings Name: Name of schedule Enabled: yes/no Description: Descriptive (friendly) name Holiday Schedule Group: Schedule Start Date: Schedule End Date: Start Time: End Time: Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete Click Details to view group details. Click Edit Holiday Schedule Group to edit the group. 81

83 Group Settings Name: Name of group Resources: Select Resources group. Description: Descriptive (friendly) name Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete group DISPOSITION Disposition codes are configured by using a disposition code group. Once you create a disposition group, you can add the specific disposition codes that are part of the disposition groups. Once the group is fully configured, you can assign the disposition group to any agent template in the User1 section on either the Inbound or Outbound Disposition configuration. In CT Admin, go to /Site/Resources/Disposition to view groups. Select a Disposition group from the screen or click Add Disposition Topic to create a new one. 82

84 Select a Topic from list or click Add Topic to create a new one Select a Sub Topic from list or click Add Sub Topic to create a new one 83

85 Select a value from the list or click Add Value to create a new one. Settings Value: enter value Disposition Level2: Select disposition Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete. 84

86 AUX AUX Reason Codes can be added in order to allow a CT Desktop user to select a custom state (e.g., lunch, break, training) for reporting purposes. All AUX codes are grouped into AUX Groups and Agent Templates are configured to use a single AUX group. You can have multiple AUX groups but only one (1) group can be assigned to the template and by that the CT Desktop. Note: AUX codes must first be configured on the Avaya CM before adding to CT Admin. Contact your Avaya CM administrator for support. Open the Contacts configuration by going to /Site/Resources/AUX under CT Admin. From here you can Add AUX Group and then drill down into your AUX group and add the AUX codes. 85

87 Next you will need to assign the AUX group to the Agent Template you are using. CONTACTS 86

88 Contacts can be added to populate the CT Desktop Contacts tab. All contacts are grouped into Contact Groups and Agent Templates are configured to use a single Contact group. You can have multiple Contact groups but only one (1) group can be assigned to the template and by that the CT Desktop. Open the Contacts configuration by going to /Site/Resources/Contacts under CT Admin. From here you can Add Contact Group and then drill down into your contact group and create your contacts. 87

89 To view/edit Contacts, select a contact from the list, or click Add Contact to add a new one. Contact settings First/Last Name: The name as you would like it to display Phone Number: The telephone or extension number to be used Address: Optional - The address for the contact Contact ID: Optional Contact ID. Mostly used if contact id is mapped to another database. Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete contact 88

90 CTI EXTENSIONS CTI Extensions are used as placeholders in order to blend multimedia work items into the phone queues. In CTSuite, you create CTI Extension Groups where you are able to configure a range of extensions. In CT Admin, go to /Site/Resources/CTI Extensions to view CTI Extension groups. To view/edit setting, select a group in the list, or click Add Extension Group to add a new one. 89

91 Select an Extension List from list or click Add CTI Extension to create a new one. CTI Extension settings Extension Type: Phantom or Virtual Extension List: Enter the stations as entries separated by commas. Add ranges if necessary separated by hyphen "-". Examples: 4500,4507, , ,8745 Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete CTI Extension. 90

92 Click Details to view group details. Click Edit Extension Group to edit the group. CTI Extension Group settings Name: Name of group Resources: Select Resource group. Description: Descriptive (friendly) name Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete group DEVICES Devices is where you can administer the devices that the CT Monitor uses to monitor in order to generate call summary, shift and interval statistics, agent states and call events. The devices must be valid devices in Avaya Communication Manager. You can create one or more device groups to facilitate your existing environment. In CT Admin, go to /Site/Resources/Devices to view Device groups. 91

93 To view/edit setting, select a group in the list, or click Add Device Group to add a new one. VDN EXTENSIONS VDN extensions section is where you administer the comma delimited VDN devices to be monitored by the CT Monitor. The VDNs to include here can be the queueing VDNs or VDNs that you would to generate call summary or events. Select an VDN Extension List from list or click Add VDN Extensions to create a new one. 92

94 VDN Extensions settings Name: enter a name Device Group: select a group Description: Descriptive (friendly) name Extension List: Enter the extensions as entries separated by commas. Add ranges if necessary separated by hyphen "-". Examples: 4500,4507, , ,8745 Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete SKILL EXTENSIONS Skill extensions section is where you administer the comma delimited hunt group extensions to be monitored by the CT Monitor. Hunt group extensions can be monitored by CT Monitor in order to acquire split/skill statistics and agent login/out. Monitoring of hunt group extensions requires an AES TSAPI Basic license per hunt group extension. 93

95 Select a Skill Extension List from list or click Add VDN Extensions to create a new one. Skill Extensions settings Name: Enter a name Device Group: select a device group Description: Descriptive (friendly) name Extension List: Enter the extensions as entries separated by commas. Add ranges if necessary separated by hyphen "-". Examples: 4500,4507, , ,8745 Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete EXTENSIONS Skill extensions section is where you administer the comma delimited extensions (stations) to be monitored by the CT Monitor. Note the agent extension where the is logged in to the ACD is automatically monitored by CT Monitor 94

96 provided the hunt group extension that the agent is skilled for is administered in the Skill Extensions section. Monitoring of extensions requires an AES TSAPI Basic license per extension. Select an Extension List from list or click Add Extensions to create a new one. Extensions settings Name: enter name Device Group: select a device group Description: Descriptive (friendly) name Extension List: Enter the extensions as entries separated by commas. Add ranges if necessary separated by hyphen "-". Examples: 4500,4507, , ,8745 Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete DETAILS 95

97 Click Details to view group details. Click Edit Device group to edit the group. AUTO ACKNOWLEDGE Automatically sends replies to incoming s. In CT Admin, go to /Site/Resources/ Auto Ack. To view/edit an item select in the list, or click Add Auto Ack to add a new one. 96

98 Auto Acknowledge settings: Name: Name of item Resources: Resource group Description: Descriptive (friendly) name Subject: Subject line in Body: Text that will appear in the body of the . Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete CANNED RESPONSES Describe Canned responses here In CT Admin, go to /Site/Resources/Canned Responses. To view/edit an existing item select on the screen, or click Add Canned Responses Group to add a new one. 97

99 Select a Canned Response from the list or click Add Canned Response to create a new one. Canned Response settings Enabled: yes/no Response Text: Enter the canned response text Click Save to retain edits to settings Click Discard to remove edits. Click Delete to delete DETAILS 98

100 Click Details to view Canned Response group details or click Edit Canned Responses Group to edit settings or delete the group. DETAILS Go to Details screen to view Resources details. Click Edit Resources to edit settings or delete the Resources. 99

101 USER ADMINISTRATION This section will provide information on common and not so common tasks performed by the Administrator and Supervisor ADMINISTRATOR TASKS The Administrator will be required to maintain the system and that includes ensuring proper configuration or external systems and backups of configurations. BACKUPS The CT Admin software is Web based and run within Microsoft Internet Information Services (IIS), it also has a backend MS SQL server database. It s important that the database and IIS application is backed up. The database should be backed up at least once a day but depending on the frequency of your user changes this may change to more or less frequent backups. Please discuss with your SQL Administrator. The IIS Application should be backed up after initial installation, prior to update and after updated. SQL Information: Database Name: CTAdmin IIS Information: Folder: CTAdmin found under: C:\inetput\wwwroot\ Folder: CTAdminService found under: C:\inetput\wwwroot\ Note depending on your installation environment this may be different and so please refer to your as built documentation CREATE NEW SITES You may be required to add new sites as determined by the business. Please take caution in creating multiple sites however and first review the required settings to see if a new site is required. Since each site may contain multiple templates with multiple AES servers you may be able to create a new template instead of a whole new site. CREATE NEW TEMPLATES You may be required to create new templates as determined by the business. Again its recommend you review the required settings first to see if they will need a new template. i.e. the new users will have a custom screen pop, this would be a good example of something that requires a new template. 100

102 SUPERVISOR TASKS The Supervisor will be required to maintain the CT Desktop users, this includes adding and removing users as needed. They will also be required to maintain the computer mapping table if hot seating is used. ADDING USER 1. Login to CT Admin 2. Navigate to the Template where the user will be created 3. Click the Add Agents in the bottom right of the page: 101

103 4. Enter Agent information as needed (for complete details, see Agent Template Agents). 5. Click Save icon 102

104 Making changes to a user is possible by simply clicking on the user from the list, make the required change and click the save icon. Deleting users are done by selecting the user from the list and the clicking the delete button on the bottom right of the form. You will be prompted before the deletion is made: ADDING COMPUTER If the template is setup to use Hot seating the computer table must be maintained. This table maps the computer hostname to the phone extension of the user. 1. Login to CT Admin 2. Navigate to the Template where the computer will be created 3. Click the Add Computer button on the bottom right of the page 4. Complete the information. 103

105 Add Edit Hostname Extension: PC Hostname: The Computer hostname Extension: The phone extension 5. Click the Save icon Making changes to a computer entry is possible by simply clicking on the computer from the list, make the required change and click the save icon. Deleting computers are done by selecting the computer from the list and the clicking the delete button on the bottom right of the form. You will be prompted before the deletion is made: 104

106 IMPORTING USERS AND COMPUTERS If you have a large amount of users that need to be imported to the CT Desktop administration database, you can follow these instructions in order to seed the Agent table without having to add each agent one by one. INSTRUCTIONS ON IMPORTING AGENTS INTO CT DESKTOP 1. Gathering Agent Data You will need to gather the following Agent information in order to import. a. FirstName b. LastName c. WindowsUserName This is the agent s windows login name/network ID d. Extension User s extension. ***Note: If using hot seating you can leave as NULL or omit the column from spreadsheet. e. AgentTemplate This will be a reference to the Template ID (1,2,3 x) that the user will be a part of. An agent can only exist in 1 template. We will cover how you determine the ID below. 2. Determine the template ID to use Login to SQL Management Studio and open the CTAdmin DB. Execute the following SQL query. SELECT * FROM [CTAdmin].[dbo].[AgentTemplatesSet] It will return all of the configured templates for your environment. If this doesn t return any templates, you will first need to create a template via the web interface. Some deployments will have one template and others will need multiple templates as their agent settings vary from department to department. An example return from the query is shown below. Notice the first column as this is the template ID that you will need to associate in the import of agents. If an agent is to be a part of the default template settings you will need to put in the number 1 for the AgentTemplate value. If they are in the Denver template they will need to have a 2 as their AgentTemplate value. ***Note: Each WindowsUserName can only be joined to one template. 105

107 3. Now that you have the template IDs you can build your spreadsheet in Excel. Some other values that will need to be populated as part of the spreadsheet are settings that each user will abide by. Usually these settings will be the same for each user, but can be unique if you like. Here are the following settings that will need to be added to the spreadsheet as well. Name Value Recommended Notes CompactOnMinimize 0 or 1 0 Whether you would like the client to go to a compact size when minimized AutoPopInfo 0 0 Future setting. Leave as 0 for this release. AutoScreenPop 0 or 1 1 Set to 1 if using screen pop, 0 if no screen pop routine. Theme Dark (default) Dark (default) leave as default value transparency Solid Solid leave as default value CreatedBy "Name" Import any name you want to give to the creator of agent 4. Now you can finalize the agent spreadsheet using the following columns as shown in the screen shot a. FirstName b. LastName c. WindowsUserName d. Extension (if not using hot seating) e. CompactOnMinimize f. AutoPopInfo g. AutoScreenPop h. Theme i. Transparency j. CreatedBy k. Created (today s date) 5. When you are ready to save the file, make sure to do a Save As and select the CSV file type. ***Note: Make sure to name the file AgentsSet.csv 106

108 6. Now you can right click on the CTAdmin DB and select Import Data 7. The following screen shots cover the next steps. Click Next 107

109 Select Flat File Source in the drop down Select the csv file after you choose browse. Then click Column names in the first data row then click Next 108

110 Select the authentication type and make sure it is mapped to CTAdmin DB. Click Next 109

111 Click Next Click Finish 110

112 Click Finish You should then see the Success on the import job and it should quantify the amount of agent inportted to the AgentsSet DB table. 111

113 To validate they were importted correctly, please run the following SQL query. SELECT * FROM [CTAdmin].[dbo].[AgentsSet] This should retrun all agents that were importted to the CTAdmin DB. HOT SEATING IMPORT If you are looking to utilize the hot seating feature, you will need to import Hostname to Extension associations. The instructions for this import are the same as above for the most part. Any differences are spelled out below. 112