Overview

Expertflow Cloud Contact Center provides a user-friendly interface, integrated will all the basic CTI operations, and agents are not required to log in on any SIP phone, he/she just need to login into the Agent Interface, and we will automatically register a browser-based SIP phone based on his dedicated extension. This interface follows the mechanisms of WebRTC ↔ SIP.

Components 

Expertflow Cloud Contact Center CTI is the combination of 2 basic components

1. Frontend → The graphical user interface for the agents to interact with the Contact Center, With the help of custom libraries provided by Backend.
2. Backend → A node middleware service used for sending events to agents can be deployed on Windows or Linux machines.

Prerequisites

Following are the mandatory prerequisites for a smooth installation.

Hardware Requirements

These requirements suffice for deployment.

The gadget can be co-hosted with other Expertflow or third-party products.

Software Requirements

Port Utilization Requirements

The default port used by the service is port 2000 whereas it can be changed from the configuration file. Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports:

** Server Application = This is the backend application that we will deploy for the CTI connector 

** Client Application   = Agent browser on which Agent will access the CTI Toolbar to login 

Time Synchronization Requirements

If the system date and time are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:

The server machine and Agents machines should have their Time Zone and time configured properly according to the geographic region and synchronized. The application servers should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis.

Software installation guide

Kindly follow the link mentioned below for the installation of each required software.

Chat Application Browser Settings

Recommended to have the valid certificates for the server and the Freeswitch machine else kindly accept two expectations for port 2000 with the IP of the machine where it is deployed and second for the port 7443 with the IP of the Freeswitch server machine.

Backend Deployment

Pull the backend release 2.2 from gdrive and extract the zip folders.

Navigate to the application folder and follow the steps listed below to deploy on a Linux machine.

Installing Node Dependencies

1. Check npm installed by entering the command, if it’s installed it will tell the version else send an error message then kindly install npm before going forward.

Command → npm -v

1. Run npm install for the node to install all the required libraries

Command → npm install

Configuration File Editing

1. Open config.js file placed in the config directory and edit the Freeswitch server IP, port and password.
   Command → vi config/config.js
   

   Property	Value
   IP	<FreeSwitch IP >
   port	8021
   Password	<ESL Password>

   
   

Running Node Server

1. Check node and pm2 installed by entering command if it’s installed it will tell the version else to send an error message then kindly install npm before going forward.

Command → pm2 -v

Command → node -v

1. Run pm2 start app.js -n CTIBackend

Command → pm2 start app.js -n CTIBackend

Testing

you can check the CTI backend is working by opening the URL in the browser https://<server_machine_ip>:2000

you can also test the backend by entering the following command on the server pm2 list it will display the list of all node running modules where you could see if CTIBackend is working or not

Back-end Application Logs

Two different types of logs are made one application-level log and the other in agent wise logging is done. The path of the logs directory is the same where you have extracted the files 

Logging Configuration File Editing

1. Open logs.js file placed in the Logs directory and edit the log file size, backup file, path etc.
   Command → vi logs/logs.js
   

Troubleshooting

PM2 Basic Commands

pm2 start <app.js>

pm2 list

pm2 stop <app_name|id>

pm2 restart <app_name|id>

pm2 delete <app_name|id>

CTI Web Application Deployment Steps

Once the backend is deployed successfully, we can move forward to deploy the Front-end application. 

Deployment on Window Machine 

This front-end can be deployed on any application server of the user's choice (IIS, Tomcat, etc). The following section lists the steps to deploy the application on an IIS server.

1. Download the frontend release 2.2 and place it in the (c:\inetpubt) or any desired directory. 
2. Navigate to `c:\inetpub` folder and create a directory with the name CloudCC
   
   
   • Site name (CloudCC).
   • Physical path (c:\inetpubt\CloudCC).
   • Select binding type as https.
   • Port, default value is 443 but any other port can be assigned.
     
   • Please follow this guide to install and configure the SSL certificates on IIS in order to run the project on https.
   • Once this is deployed please follow these configurations

Deployment on Linux Machine 

Download the Cloud CC Node Package.

Navigate to the application folder and follow the steps listed below to deploy on a Linux machine.

Installing Node Dependencies

Check npm installed by entering a command, if it’s installed it will tell the version else send an error message then kindly install npm before going forward.

Command → npm -v

• Run npm install for the node to install all the required libraries

Command → npm install 

Running Node Server

• Check node and pm2 installed by entering a command, if it’s installed it will tell the version else to send an error message then kindly install npm before going forward.

Command → pm2 -v

Command → node -v

• Run pm2 start app.js -n CTIFrontend

Command → pm2 start app.js -n CTIFrontend

Navigate to the https://<server_machine_ip>:2000

Configuration

Open the config.js file. It will be the same as below figure

{
  callVariable0:'callVariable0',
  callVariable1:'First Name First Nam',
  callVariable2:'Last Name',
  callVariable3:'Address',
  callVariable4:'Date of Birth',
  callVariable5:'Mobile',
  callVariable6:'Country',
  callVariable7:'Postal Code',
  callVariable8:'Id Card',
  callVariable9:'Nationality',
  callVariable10:'Landline'
}

• After completing these configurations, Open the cti_config.js file. It will be the same as below figure
•  
  1. IP Is where backend is deployed (which we deployed in the first section)
  2. Port is on which Backend is running
  3. freeswitch_ip is the IP of FreeSwtich 
  4. Browse the configured FQDN and the application should be accessible as shown below
  5. You need to add the following exceptions
  • https://192.168.1.201:2000
  • https://192.168.1.201:7443
• Note: Both of the above exceptions will be different in your case as your backend deployment.

If you application and configurations are done successfully you able to see the below screen