Blue's Attendant / CTI Server

Transcription

1 Blue's Attendant / CTI Server 20 Apr 2018 TM and copyright Imagicle spa

2 Table of Contents Administration Guide...1/16 Description...1/16 Configuration Task List...2/16 Product Configuration...3/16 Product Administration...5/16 License Activation...6/16 Software Development Kit...8/16 Quick Guides...9/16 Blue's Attendant Console User Guides...9/16 FAQ and Solutions...10/16 Problems transferring/answering calls with Blue's attendant client...10/16 How to copy or move contacts available in the "Favorites" tab of the Attendant Console from an user to another one...11/16 Video...12/16 End user tutorial...12/16 Answering, parking and transferring a call...13/16 Dashboard...14/16 Integration with your CRM/ERP...15/16 Plantronics headsets integration...16/16

3 Administration Guide Description Blue's Attendant Server is the server component of the following client-server products: Blue's Attendant Professional Blue's Attendant Enterprise Blue's One CTI Enterprise Administration Guide 1/16 Administration Guide

4 Configuration Task List Warning: you must install and configure the Application Suite before being able to configure the single applications. Please go through the AppSuite Deployment, Main Configuration, and User Management sections before reading on. The following pages describe the configuration required to run and tune Blue's Attendant / CTI Server, which is the server component for: Blue's One CTI Enterprise Blue's Attendant Console Professional Blues Attendant Console Enterprise The following directions, if not otherwise stated, apply to all versions of the console, named hereafter console client. Installation Task list 1. Create the users on the Suite (server side) 2. Assign a valid primary extension to the users 3. Configure TAPI and associate devices 4. Edit Numbering plan parameters 5. Optionally, add external numbers as Speedy contacts Administration Guide 2/16 Configuration Task List

5 Product Configuration Users list configuration For each person who wants to run the Attendant Console, you need to create a IAS user in the users list with the following information: Username: required to login the console client if IAS authentication is selected Password: required to login the console client if IAS authentication is selected First name and Last name: useful to identify the agent First Extension number: this is the phone number controlled by the console client. Console License Type: available options are "BOE", "BAP", "BAE". The following information may be needed under certain conditions: Active Directory username: required if an Active Directory authentication is used. E.g. john.smith Domain: the fully qualified domain name, required if Active Directory authentication is used. E.g. imagicle.com MAC Address: the MAC address of the IP Phone. This is required if the first extension number of the user is a shared line (i.e. configured on multiple phones) or if the same line number is included in different partitions Warning: if the server is not able to control the user's primary extension through TAPI, or if the primary extension is not set, the user won't be able to access the client. CTI configuration and device association on the PBX In order to work properly, the Blue's Attendant / CTI Server needs: To be able to control the user's phone primary line To be able to monitor the status of other telephones (Busy Lamp Field feature) Such extensions must be monitored by the Blue's Attendant / Attendant / CTI Server through TAPI association. The procedure is detailed in the IAS General Configuration section of this guide. Hence, in the PBX you need to associate to the IAS application user ( imagiclecti ): The device controlled by console client All devices you want to be monitored for BLF purposes Note for Cisco users: only IP Phones running SCCP and SIP protocols are supported by the current version of the client. ATA devices can only be monitored for BLF purpose, they cannot be used as primary extension of the user for call control purposes Numbering Plan Parameters Calls placed or received by Blue's Attendant Console are affected by the numbering plan parameters. Those are configured in the Application Suite server and could transform the calls calling or called number. The following parameters affect the console client behavior: Internal Phone Number Patterns Outgoing Prefix Incoming Prefix Local country code Their meaning is described in the General configuration section of this guide. For example, you could automatically add a 0 to all outgoing calls by setting the Outgoing Prefix. To avoid adding the 0 to internal calls, make sure the Internal Phone Number Patterns match your internal extensions. Administration Guide 3/16 Product Configuration

6 Application Settings IAS Administrators can access the Blue's Attendant / CTI Server configuration page, that shows some parameters affecting the behavior of console clients. Call History Retention: this is the maximum number of call history items kept for each user on the console client. SkyStone route prefix: this is the telephony prefix used to route PSTN calls through Imagicle Skystone (using the SkypeOut service). This will allow the Blue's Attendant / CTI Client to call a number through SkyStone. This is an optional parameter, leave it blank if your organization does not have SkyStone installed Min Lookup Number Length: this is the minimum length of caller number that triggers a lookup in the Speedy Enterprise directories. This can be used to avoid Directory Lookup when the internal caller number is an internal Search Max Results: the maximum number of result items returned by a client search into Speedy Enterprise directories. The maximum admitted value (for performance reasons) is 500 Client updates URL: location from where the auto-update packages of the Attendant Console client will be downloaded. By default this points to Imagicle Web site. If the agents' PCs cannot navigate, you can copy the client on your server and change this setting. E.g. you could put them in a network share and enter "\\ \Updates" in this field Call Forward Destination: If a monitored IP phone is set to forward the calls to another number, the Attendant Console can show this number. Through this parameter you can choose how to display it. To completely disable the feature, select "Do Not Display" in the dropdown list. Please note that every parameter can be reverted to its default value (factory settings) by selecting the checkbox to the right of the control. Administration Guide 4/16 Product Configuration

7 Product Administration IAS Administrators can access the Blue's Attendant / CTI Server configuration page, that shows some parameters affecting the behaviour of console clients. Call History Depth: this is the maximum number of call history items kept for each user on the console client. SkyStone route prefix: this is the telephony prefix used to route PSTN calls through Imagicle Skystone (using the SkypeOut service). This will allow the Blue's CTI Client to call a number through Skystone. This is an optional parameter, leave it blank if you don't have Skystone installed Min Lookup Number Length: this is the minimum length of caller number that triggers a lookup in the Speedy Enterprise directories. This can be used to avoid Directory Lookup when the internal caller number is an internal Search Max Results: the maximum number of result items returned by a client search into Speedy Enterprise directories. The maximum admitted value (for performance reasons) is 500 Client updates URL: location from where the auto-update packages of the Attendant Console client will be downloaded. By default this points to Imagicle Web site. If the agents' PCs cannot navigate, you can copy the client on your server and change this setting. E.g. you could put them in a network share and enter "\\ \Updates" in this field Please note that every parameter can be reverted to its default value (factory settings). Administration Guide 5/16 Product Administration

8 License Activation Note: the following acronyms will be used in this WEB page: BOE=Blue's One CTI Enterprise BAP=Blue's Attendant Professional BAE=Blue's Attendant Enterprise Blue's Attendant Console and Blue's One CTI Enterprise are licensed on concurrent sessions base, that is the license rules the number of users simultaneously logged on. Both the server side (Blue's Attendant / CTI Server) and the clients must be licensed, following a typical CAL (Client Access License) licensing model. The following items can be included in this licensing schema: Blue's Attendant / CTI Server: the server component, must always be licensed BOE clients: this is the number of simultaneous Blue's One Enterprise sessions BAP clients: this is the number of simultaneous Blue's Attendant Professional sessions BAE clients: this is the number of simultaneous Blue's Attendant Enterprise sessions For example you could enter a license status including 40 sessions for each console type. License Activation A license code must be provided by Imagicle for each requested product. Blue's Attendant / CTI Server license item must always be provided, since it is a component required to run clients A single license request can be used to obtain the four mentioned license items The license response string is cumulative: every time a new license item is activated or upgraded, the license response string obtained contains the new total amount for each item (the sum and the total are calculated by the Imagicle central licensing server). For example, if initial license has 5 BAP, 2 BAE and 10 BOE, activating a license for 15 BOE will return a new license response string including these parameters: BAP_clients=5, BAE_clients=2, BOE_Clients=25 In order to activate a client, at least two license codes must be provided by Imagicle: one standard license for Blue's Attendant / CTI Server and at least one CAL license for the specific console type you bought See Application License Status for the details on how getting the application license status. Activation Procedure Administration Guide 6/16 License Activation

9 1. Obtain the license code from Imagicle. In the case of first activation on the server, the Blue's Attendant / CTI Server license code is provided, too 2. In the case of first activation on the server, activate the Blue's Attendant / CTI Server license, following the usual online product activation (on the Imagicle WEB site - ). A response string will be returned enabling the server component. Notice that this step is necessary only once (per server). 3. Activate the console client licenses, following the usual online product activation (on the Imagicle WEB site - Each license activation will return a new response string. Such response string contains the total sum of old license items and new ones. The IAS Administrator must replace the previous response string with the new one in the "Licenses" web page and press the "Save" button. Administration Guide 7/16 License Activation

10 Software Development Kit Please download the documentation here. English Italiano Administration Guide 8/16 Software Development Kit

11 Quick Guides Blue's Attendant Console User Guides Please download the user guide here. English User Guide French User Guide Italian User Guide Please download the quick guide here. English Quick Guide Italiano Quick Guide Francais Quick Guide Deutsch Quick Guide Espanol Quick Guide Portugues Quick Guide Nederlands Quick Guide Quick Guides 9/16 Quick Guides

12 FAQ and Solutions Problems transferring/answering calls with Blue's attendant client Applies to: Imagicle Application Suite Imagicle Blue's Attendant client Conditions: Using a headset with a 7900 series Cisco IP Phone Running firmware 9.3(1)SR4 Description: When a user attempts to transfer a call, the original call is placed on hold, but the user is not able to dial the transfer destination. When a user already has an active call on their phone, they are unable to answer a new incoming call. The original call is placed on hold, and the new call is simply disconnected. Cause: Bug affecting that specific firmware See CSCun26289 and supportforums Do not use a headset Rollback to 9.3(1)SR3 or earlier Upgrade to 9.4(2) or newer Solution: When a user attempts to transfer a call, the original call is placed on hold, but the user is not able to dial the transfer destination. When a user already has an active call on their phone, they are unable to answer a new incoming call. The original call is placed on hold, and the new call is simply disconnected. Using a headset with a 7900 series Cisco IP Phone Running firmware 9.3(1)SR4 Bug affecting that specific firmware See CSCun26289 and supportforums Do not use a headset Rollback to 9.3(1)SR3 or earlier Upgrade to 9.4(2) or newer FAQ and Solutions 10/16 FAQ and Solutions

13 How to copy or move contacts available in the "Favorites" tab of the Attendant Console from an user to another one Applies to: Any version of Attendant Console/Application Suite Description: How to copy or move contacts available in the "Favorites" tab of the Attendant Console from an user to another one How-to: 1. Close both ("user_a" and "user_b") Attendant Console clients 2. Copy the contacts: Open the "user_a" folder <StonevoiceAS>\Settings\Users\[u]\[user_a] Copy (or move) the file Attendant.UserSpeedDials.config.xml in the "user_b" folder <StonevoiceAS>\Settings\Users\[u]\[user_b] 3. Copy the tab style: Open the "user_a" folder <StonevoiceAS>\Settings\Users\[u]\[user_a] Edit the file Attendant.UserSettings.config.xml and copy all the line "FavouritesTabManager" (ex. <preference key="favouritestabmanager" value="default 0-1 GRIDSELECTOR_LIST 1 1Â " />) Open the "user_b" folder <StonevoiceAS>\Settings\Users\[u]\[user_b] Edit the file Attendant.UserSettings.config.xml and replace all the line "FavouritesTabManager" copied previously; save this and close the files. 4. Run the Attendant Console clients and test FAQ and Solutions How to copy or move contacts available 11/16 in the "Favorites" tab of the Attendant Console from an user to another one

14 Video End user tutorial The best and most complete operator console solution. Imagicle Attendant Console is the operator console software solution that integrates perfectly with Imagicle Queue Manager Enterprise to simplify and improve incoming call management. In this video, you will get a brief overview of the product. Video 12/16 Video

15 Answering, parking and transferring a call Things you've always done. Like you've never done them before. All telephone functions are just a click away, as are colleagues, company contacts and favorites, list of handled calls and much, much more. The best solution to make your company's operators quick, efficient and happy. Video 13/16 Answering, parking and transferring a call

16 Dashboard Complete control in real time. In a glance, the dashboard gives supervisors a complete and up-to-date snapshot of queuing and operators so they can intervene if necessary. Learn how supervisors know exactly which operators are available for each queue, how many are on the phone, average and maximum answer times, how many calls have been missed, how many are underway and more. Video 14/16 Dashboard

17 Integration with your CRM/ERP Agent bar with card opening in SalesForce. Imagicle Blue's Attendant is fully integrated with your CRM/ERP: automatically open a card in your management program (or in any application) to check on a specific event (e.g. when the phone rings, when it is answered, when a call is ended, etc.) Video 15/16 Integration with your CRM/ERP

18 Plantronics headsets integration Imagicle and Plantronics. The perfect pair for every operator. Learn what you can do integrating Blue's Attendant with Plantronics headsets to automatically set the desired status based on agents' proximity to their desk or on whether the headsets are worn or connected to the docking station. The perfect solution for any Call Center. Video 16/16 Plantronics headsets integration