The UI is customizable for all profiles (agents, supervisors, administrators). Essentially it presents as a single-pane UI that can handle multiple interactions in a simple and effective way without requiring agents to assemble information related to a call from other interfaces. The widget-based approach enables faster and simpler customization without impacting the underlying communications environment.Īvaya Workspaces brings a common SDK for all clients utilizing a widget-based architecture residing on HTML5, which enables CRM connectors to be easily shared. Avaya Workspaces includes a framework that allows the addition of custom widgets that significantly extend the functionality of the application. A widget is a small piece of self-contained functionality that, generally, would have a UI component. The application supports voice interactions, and digital interactions for solutions integrating with Avaya Call Center Solutions.Īvaya Workspaces leverages a dynamic widget-driven layout that empowers developers to quickly build and deploy custom widgets that further enhance agent productivity and the customer experience. It is also recommended that you enable Force Login within IP Office for each user.Avaya Workspaces for Contact Center Elite is a browser-based application that enables seamless collaboration with customers, partners, and other users within and outside the organization, securely and reliably providing relevant information to agents.This will send an event that Chronicall will see and update the Realtime accordingly. Agents configured in this way will need to use a Hunt Group Enable and Hunt Group Disable shortcode to toggle the current group login status (even if they are already logged into the groups). If a User does not have an H323 Extension: Realtime will not display which Groups the Agent is logged into.If a User in the IP Office also has its own H323 Extension: Realtime will display which Groups the Agent is logged into once they log into the extension through Communicator/IX Workplace or a physical phone (you may need to check "Enable Communicator" on the User Profile).The way the IP Office & Chronicall are set up can make a difference in the details you receive. Should I set up my Agents in a specific way? ![]() Therefore users should plan on using one or the other if they want their details to appear accurately in Realtime If any user is using Avaya Communicator/IX Workplace and a physical phone, the Avaya Communicator/IX Workplace will override the physical phone.NOTE: The "Away" option does NOT show as a DND state in Chronicall.With AI, actionable insights, and empowered teams, you can move faster, route seamlessly, and shape outcomes. For IX Workplace users, the agent can select Do Not Disturb in the IX presence tool and it will be displayed in realtime (as of IP Office version 11.0.4.1 (11.0 FP4 SP1) When customers connect, make it easy, satisfying, and personalized.NOTE:While using softphones in 4.4.2(ab) and earlier, enabling DND before logging out can result in the software only logging the agent as being in a DND state, it will not recognize the Logout.If you have questions about setting up a short code please contact your Avaya Partner Once set up, an Avaya Communicator user will need to use that shortcode in order to have their DND usage show up in Realtime. For Avaya Communicator users, a shortcode needs to be set up within the IP Office to toggle DND usage.Therefore, if you need to restart your Chronicall services, any Avaya Communicator/IX Workplace users may need to log out of their softphone and log back in to appear correctly in Realtime ![]() However, once the Agent's state changes, Chronicall will see that event and update Realtime accordingly. This request doesn't receive sufficient details from softphone users and will show them as logged out. Avaya Workspaces for CRM, formerly CRM Desktop Connector 2.2. When Chronicall initializes it sends a request to the IP Office to discover each Agent's current state. Embedded voice and digital interaction controls for Avaya platforms inside Salesforce CRM.Can I get Realtime information on Agents using the Avaya Communicator / IX Workplace softphone?Īs of version 3.8.6 and newer yes, but with a few quirks. Yes, Chronicall can collect call data such as Ringing, Talking, Hold, etc. ![]() Can I report on Agents using the Avaya Communicator / IX Workplace softphone?
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