Web / Desktop Application

Common features

Disabling WebRTC

WebRTC can be disabled globally by setting the DISABLE_WEBRTC environment varibale to true in /etc/docker/compose/custom.env file.

Call History Number of Days

Call history by default shows the last 7 days. You can change it by setting the CALL_HISTORY_NB_OF_DAYS environment variable to a specific number of days in the /etc/docker/compose/custom.env file.

Warning

Note that setting this to a large number of days may slow down the solution.

Disabling chat in UC Assistant and Switchboard

The chat feature can be disabled globally by setting the DISABLE_CHAT environment varibale to true in /etc/docker/compose/custom.env file.

External Directory

To enable External Directory feature you need to configure it in the /etc/docker/compose/custom.env file:

EXTERNAL_VIEW_URL=https://myxivocc/externaldir

Note

When EXTERNAL_VIEW_URL is set, it will be displayed in both UC Assistant and CC Agent

Warning

Take care of the following restrictions:

  • The EXTERNAL_VIEW_URL must be seen as hosted by XiVO CC platform (otherwise it won’t open because of CORS restriction).
  • You MUST use the same HTTP protocol to access the CC application (UC Assistant or CC Agent) AND to access the external view. For example, if you access the application over HTTPS, you must access the external view over HTTPS too (to the avoid Mixed Content errors).
  • The external URL MUST NOT have the ‘X-Frame-Options’ to ‘sameorigin’, else the feature will not work (e.g. you can’t use google.com as directory…).

Credentials validity period

Warning

For security reasons, we strongly recommend to not change this option (i.e. to not raise the credential lifetime). This warning applies even more if you are connecting UC application through the XiVO Edge solutions (i.e. when the UC applications are opened on the Internet).

The default validity period for authentification credentials is one hour. This credential is automatically renewed while using the assistants. This is also the period during which you do not have to enter your password when reconnecting to the assistants.

This duration in seconds can be configured in the /etc/docker/compose/custom.env file:

AUTH_EXPIRES=3600

Email Template

To pre-fill email when clicking on an email link of XiVO users search results (see UC Assistant Search section) you need to create the /etc/docker/xucmgt/email.tpl file on XiVO CC server:

This template must be in a Json valid format and must contain the two following fields:

field Description
subject Pre-filled text for email subject
body Pre-filled text for email body

The template text can contain parameters that will be automatically replaced by actual value when clicking on email link. Format to include in text is {parameter}. If the replacement is not possible the parameter will be replaced by a default place holder value.

Parameter Description Default value
callernum The ongoing call caller phone number ##NUMBER##
dstname The full name of search result associated to this email ##NAME##

Here is a sample of a valid email template:

{
  "subject": "Information about missed call",
  "body": "Hello {dstname}, someone tried to reach you. He wants to be called back on {callernum}."
}

Warning

Take care of the following limitations:

  • Email display must be configured for directory serach (see Directories and Views)
  • This features relies on the html mailto: tag therefore:
    • an email client must be configured for the email to be sent
    • beware of the URI maximum length for browser: the subject and body will be appended in a mailto: tag to the email address. Beware that there may be some limitations on the URI size (2000 characters might be good maximum as you can see in this stackoverflow post)
  • Template will apply to all users of the system on all applications (UC Assistant, CC Agent, Switchboard)
  • No carriage return can be put in the text template (email body will be only on 1 line)

Screen Popup

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

  • Go to Services > CTI Server > Sheets > Models to configure a sheet:
    • 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 / symbol or 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.
  • Then go to Services > CTI Server > Sheets > Events and 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

Screen popup on UC Assistant

By default the sheet:

  • on CC Agent application the sheet is opened by default,
  • on UC Assistant application the sheet is not opened by default.

You can change the behavior with the following sheet variables:

  • popupUCActivated:
    • if set to true the sheet will be opened on UC Assistant application
    • if set to false (default) the sheet won’t be opened on UC Assistant application
  • popupAgentActivated:
    • if set to true (default) the sheet will be opened on CC Agent application
    • if set to false the sheet won’t be opened on CC Agent application

For example, if you want the sheet to only open on UC Assistant application you should add in your sheet configuration:

  • in Services > CTI Server > Sheets > Models:
    • Tab Sheet add the following definition:
      • popupAgentActivated
        • field type = text
        • display value = false
      • popupUCActivated
        • field type = text
        • display value = true

Note

These variables can also be filled via a dialplan variable value with the UserEvent application and the {dp-...} syntax mechanism. See the XiVO PBX sheet description.

Desktop Assistant Specific Features

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.

Warning

For the executable to be run on a Desktop Assistant in UC mode, you need to activate the Screen popup on UC Assistant (in CC Agent mode the screen popup doesn’t need to be activated and therefore the executable will be run out-of-the-box).

  • Go to 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.
  • Then go to Services > CTI Server > Sheets > Events and 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