CC Agent configuration

Recording

Recording can be paused or started by an agent.

Recording On Recording Paused
../../../_images/agent_recording_on.png
../../../_images/agent_recording_pause.png

This feature can be disabled by changing showRecordingControls option in file application.conf. You can also set the environnment variable SHOW_RECORDING_CONTROLS to false for your xucmgt container in /etc/docker/compose/custom.env file. When disabled the recording status is not displayed any more

Activity (Queue) control

By using the showQueueControls option in application.conf, you may allow an agent to enter or leave an activity. You can also use SHOW_QUEUE_CONTROLS environment variable in /etc/docker/compose/custom.env file.

../../../_images/ccagent_activities.png

On hold notification

You can configure notifyOnHold (in seconds)) in application.conf, this option once set, will trigger a popup and a system notification to user if he has a call on hold for a long time. You can also use NOTIFY_ON_HOLD environment variable in /etc/docker/compose/custom.env file.

Pause Cause and Status

You can configure XiVO to have the following scenario:

  • The agent person leaves temporarily his office (lunch, break, …)
  • He sets his presence in the CCAgent to the according state
  • The agent will be automatically set in pause and his phone will not ring from queues
  • He comes back to his office and set his presence to ‘Available’
  • The pause will be automatically cancelled
../../../_images/ccagent_states.png

By default the pause action from the agent cannot be specified with a specific cause such as Lunch Time, or Tea Time. To be able to use a specific cause, you will have to define new Presences in the cti server configuration.

../../../_images/agentpausecauses.png

You define presences with action Activate pause to all queue to true, for not ready causes, and you must have one presence defined with an action Disable pause to all queue to be able to go back to not ready. When this presences are defined, you must restart the xuc server to be able to use them in ccagent, these presences will also be automatically available in CCmanager and new real time counters will be calculated.

Presence from ready to pause Presence from pause to ready
../../../_images/readytopause.png
../../../_images/pausetoready.png

Screen Popup

It is possible to display customer information in an external web application using Xivo sheet mecanism.

  • Services > CTI Server > Sheets > Models:
    • Tab General Settings: Give a name
    • Tab Sheet: You must define a sheet with at least folderNumber and popupUrl fields set:
      • folderNumber (MANDATORY)
        • field type = text
        • It has to be defined. Can be calculated or use a default value not equal to “-“
        • Note: You could leave “empty” using a whitespace (in hexadecimal: %20)
      • popupUrl (MANDATORY)
        • field type = text
        • The url to open when call arrives : i.e. http://mycrm.com/customerInfo?folder= the folder number will be automatically appended at the end of the URL
        • Additionally to the existing xivo variables, you can also use here the following variables(only available in Web Agent and Desktop Agent):
          • {xuc-token}: will be replaced by a token used for xuc websocket and rest api, for example http://mycrm.com/customerInfo?token={xuc-token}&folder=
          • {xuc-username}: will be replaced by the username of the logged on user, for example http://mycrm.com/customerInfo?username={xuc-username}&folder=
      • multiTab (OPTIONAL)
        • field type = text
        • set to the text true to open each popup in a new window.
  • Services > CTI Server > Sheets > Events: Choose the right events for opening the URL (if you choose two events, url will opened twice etc.)

Example : Using the caller number to open a customer info web page

../../../_images/example_xivo_sheet.png

Run executable

It is also possible to run an executable using Xivo sheet mecanism. This is only available in the desktop agent and desktop assistant.

  • Services > CTI Server > Sheets > Models:
    • Tab General Settings: Give a name
    • Tab Sheet: You must define a sheet with at least runAsExecutable and popupUrl fields set:
      • popupUrl (MANDATORY)
        • field type = text
        • It should contain an executable name accessible by the client user (where the desktop application is) or a full executable path.
      • runAsExecutable (MANDATORY)
        • field type = text
        • Display value true
      • executableArgs (OPTIONAL)
        • field type = text
        • set the argument for the executable.
  • Services > CTI Server > Sheets > Events: Choose the right events for starting the application.

Example : Run the notify-send command on linux:

  • Define popupUrl with a display value of notify-send
  • Define runAsExecutable with a display value of true
  • Define executableArgs with a display value of caller:{xivo-calleridnum} where the variable xivo-calleridnum will be replaced by the caller phone number.
../../../_images/example_xivo_sheet_exe.png

Login and Pause management using function keys

You can configure Login or Pause keys on an agent phone. Their state will be synchronized with the state in XiVO CC applications.

Behavior

  • Login Key:

    • change status of agent: login if it was logged out, and logout if it was logged in
    • LED of phone key will be updated accordingly as well as the status in XiVO CC applications (CCAgent…)
    • if you login/logout via XiVO CC applications (CCAgent…), status will be updated and phone key LED will be updated.
  • Pause key:

    • change status of agent: pause if it was ready, ready if it was paused or in wrapup

    • LED of phone key will be updated accordingly as well as the status in XiVO CC applications (CCAgent…)

    • if you pause/unpause via XiVO CC applications (CCAgent…), status will be updated and phone key LED will be updated

    • Wrapup: if agent is on wrapup, the phone key will blink. If you press key while on wrapup, agent status will be changed to ready

      Note

      • The key blinks on Snom and Yealink phone sets. It doesn’t blink on Polycom phone sets.
      • To be able to terminate Wrapup via the key on Snom phones you must use correct version of plugin (see Plugins release notes).

Configuration

There are two types of customizable function keys that can be used

  • Login: it will toggle login/logout of agent. There are two configuration patterns (see also below):

    • either ***30<PHONE NUMBER>: in this case it will ask for agent number and will then login the given agent on phone <PHONE NUMBER>
    • or ***30<PHONE NUMBER>*<AGENT NUMBER>: in this case it will log agent <AGENT NUMBER> on phone <PHONE NUMBER>
  • Pause: it will toggle pause/unpause of agent (and will blink if agent is on Wrapup). Configuration pattern (see also below):

    • ***34<PHONE NUMBER> : it will toggle pause/unpause of agent logged on phone <PHONE NUMBER>

To use it you must:

  1. On on XiVO PBX edit /etc/xivo-xuc.conf and change variables:

    • XUC_SERVER_IP to IP address of XivoCC
    • XUC_SERVER_PORT to port of XUC Server (default is 8090)
  2. Configure function key on user (example with user 1000, 1001 and agent 8000 associated to user 1000):

    • Open Services > IPBX > IPBX settings > Users

    • Edit the user, open Func Keys tab and add keys like:

    • For Pause/Unpause agent logged on phone 1000 set:

      • Type: Customized,
      • Destination: ***341000,
      • Label: Pause,
      • Supervision: Enabled
    • For Login/Logout agent on phone 1000 set:

      • Type: Customized,
      • Destination: ***301000,
      • Label: Login,
      • Supervision: Enabled
    • For Login/Logout agent 8000 on phone 1001 set:

      • Type: Customized,
      • Destination: ***301001*8000,
      • Label: LoginOn1001,
      • Supervision: Enabled
../../../_images/agent_funckey.png