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Copyright Notice Copyright 2010-2013 Telinta Inc. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Telinta, Inc. Telinta Call Center 2
Table of Contents INTRODUCTION... 4 About Telinta...4 Preface...5 Key Features And Benefits...6 Configuration Checklist...7 INSTRUCTIONS AND FEATURE EXPLANATIONS... 8 PortaBilling configuration...8 Server-side configuration...11 Telinta Call Center 3
Introduction About Telinta Founded in 2002, Telinta offers secure and reliable cloud-based solutions for VoIP service providers. Our full portfolio of white label solutions is highly customizable for you and your resellers. With Telinta, you can focus on growing your business, while we focus on managing your technology. TeliCore is our robust platform, integrating world-class carrier-grade Switching and Billing capabilities from PortaSwitch with Telinta s own proprietary enhancements. TeliCore is the largest hosted softswitch installation of its type, anywhere in the world. Telinta offers: Cloud-based rapid deployment, with no capital investment Full portfolio of ready to use turn-key solutions for VoIP service providers Best-of-breed VoIP technology Highly stable, scalable and customizable platform Your own VoIP termination and origination partners Comprehensive training and Around-The-Clock Technical Support. Telinta Call Center 4
Preface This document describes the configuration steps and available options of Telinta s brandable Call Center interface. Created to satisfy customer demands for an advanced, easy to use system, Telinta s Call Center is fully integrated into the PortaBilling Call Center interface as an alternative to expensive hardware solutions. This document is intended for administrator users. Please refer to the Call Center User Guide for a general overview of the Telinta Call Center Interface. Telinta Call Center 5
Key Features and Benefits Key benefits of the Call Center Interface include: For Administrator (full access to the Call Center functionality) Create/delete/modify Call Centers Add DID numbers to receive calls from PSTN Configure auto-attendant options and manage greetings for the DID numbers For Call Center owner: Upload custom MOH for every call queue Create an unlimited number of call queues Create/modify/delete Сall Center operator extensions and assign them to a call queue (add/remove/edit accounts and their follow me entries on local account receiving calls from queue) Call queue capacity is changed automatically Full control over call queue parameters (Average Call Duration, MOH, etc.) Real-time active calls statistics Advanced reporting For Call Center Agent: Enable/disable own extension (automatically enable on login and disable if there is no activity during some time) Different busy statuses Possibility to see the number of visitors currently waiting in the queue Telinta Call Center 6
Configuration Checklist Begin by printing the checklist shown below. Follow the system setup instructions detailed in this chapter, checking off each completed operation on the printed list. Please be sure to perform all of the operations (all of the boxes must be checked), otherwise the service will not work. Pre-configuration steps Point domain callcenter.yourdomain.com to the appropriate IP address Create a root user in the environment General configuration Create a new reseller (it will represent the Call Center Administrator) Create a DID tariff managed by the reseller Create an Operator tariff managed by the reseller Login into the Call Center interface Telinta Call Center 7
Instructions and Feature Explanations This section contains the Call Center Interface configuration instructions and feature descriptions. PortaBilling configuration The interface functionality is based on SOAP API requests. To authorize access to the system information, it is necessary to add an Admin user for Call Center Interface. Step 1: Open PortaBilling web interface and add a new user with Admin access level. Its credentials will be used to authorize SOAP requests ( Figure 1. Adding an admin user). Then open a support ticket with support@telinta.com and provide the user credentials. Figure 1. Adding an admin user IMPORTANT If the user s password is changed, please be sure to notify Telinta support about it, otherwise the service will stop working. Telinta Call Center 8
Step 2: Create a new A DNS record callcenter.<yourdomain.com> and point it to the IP address of PortaBilling web interface. Please contact support@telinta.com in case you require more detailed instructions. Step 3: Add a new reseller. The reseller will represent the Call Center administrator. NOTE The reseller should login into the Call Center Interface with the name (not web interface login) and web interface password. The Description field of the reseller must contain the following string: :CALLCENTER: Figure 2. Adding a reseller It is important to define an email address of the reseller. Step 4: Create two tariffs managed by the reseller. The first tariff will be applied to the DID numbers; it should be a customer tariff and contain zero cost rates for the pipe destination. The second tariff will be applied to the Call Center agents and must contain A-Z rates. Telinta Call Center 9
Step 5: Create two products managed by the reseller. The Description field of the product must contain the following string: Product for the Call Center DID numbers: :CALLCENTER:DID: Product for the Call Center Agents: :CALLCENTER:OPERATOR: Figure 3. Adding a product Assign the tariffs created at step 4 to the corresponding products. All other configuration steps are performed in the Call Center Interface and are described in Telinta Call Center User guide. Telinta Call Center 10
Server-side configuration The server-side configuration of the Call Center Interface is managed by Telinta support. In order to modify the Call Center portal please contact support@telinta.com and describe what parts of the interface you would like to customize. Currently, customization of the following options is possible: Web interface language: An easy localization of web interface elements and text labels is possible. Please contact support@telinta.com in order to add more languages. Login page text: An introductory text shown on the login page for portal visitors. Home page text: A block of text shown on the home page. Header text: A text placed into the web interface header. Header logo: A logo image placed on the top of the web interface pages. The recommended size is 770x80 pixels. The image can be in any common graphic format: jpg, png, gif. IVR language: The language of IVR prompts used in voice applications. In case no IVR language was chosen, the system uses the default language (English). Telinta Call Center 11