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Integrations on Central → Admin

Central Admin → Agent Groups → Agent Login Options: We will provide additional option 'Web Call' which is the browser based WebRTC softphone which we will implement.

When the admin user turn on the option, the agents will have the option to login with the Web Call.

Web Call Configurations: We will provide following options for Web Call

  • Label: We will show a label in the Web Call Configurations, which will give a brief information of the new option that we have added. We will show this label text for 2 phases.

    • Phonon's Web Call allows agent to receive and make calls directly from their browser using a secure connection without requiring any physical hardware or another software.

  • Enable Auto Answer:

    • Yes: (Default Value): When the value is set to 'Yes', the agents will have the option to login via Web Call

    • No: When the value is set to 'No', the agents will not have option to login via Web Call

    • Tool Tip text: When the Enable Auto Answer is turned on, all the inbound calls transferred to the agent will be automatically answered.

  • Auto-Answer After

    • Numeric field (sec): (Default value = 0): The admins can set how many seconds agent will get time between 2 calls.

 

Changes in Agent UI

Login Screen

  • We will provide new option 'Web Call' in the Agent login screen from where the agents can select the Web Call to login to the system.

 

  • When the agents logs in the system and selects Web Call, then the system will first whether the browser version is compatible to run the Web Call. (Refer the Prerequisites mentioned above to verify whether the browser version is supported to run the Web Call).

  • If the browser version is non-compatible, the system will disable the Login as Agent button and show the following message:

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