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CX Voice Channel Configuration Guide

Recommendations

  • Media Server and Expertflow CX Server Time should be synced.

  • It is not recommended to enable CX and Cisco Voice Channel simultaneously; only one voice channel should be configured at any given time.

  • The recommended value for the customer inactivity timeout and Agent Request TTL should be greater than the configured value for a call in the contact center, if any; otherwise, 1 hour (3600 sec) should be set as a minimum value, after which the session expires in our system. 

Limitations

  • The limitations of the multi-channel are mentioned here.

  • Direct ext-to-ext calls are not supported. 

  • Any private browser window is not supported.

System Configurations

  • The media server connection details need to be updated in the relevant tenant settings, following this guide.

  • To update the CTI config variables added in the unified-agent config map, follow this guide.

  • For user extension configuration, follow this guide.

Unified Admin Configurations

CX Voice Queue

  • Create a Routing Attribute called CX Voice with the type of Boolean.

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  • Create a CX Voice Queue with the following settings.

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  • Once the queue is created, click on drop-down, then click on Add Step, and set the following steps

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  • Open the Agent Attributes section and assign the CX Voice attribute to your desired agent.

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Channel Manager Config

  • The following variables need to be added in the channel provider for the CX_VOICE channel type on the unified-admin. 

    • The provider webhook is required in this case and is the callback URL exposed by the Voice connector in the format: http://VC-IP:VC-PORT/ccm-msg/receive

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  • Add a channel connector for the provider configured above for the CX_VOICE channel type on the unified-admin.

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  • Add a channel for the CX_VOICE channel type on the unified-admin.

    • Add the desired channel name.

    • Add the configured DN(Dial Number) for the contact center(the same as that set in Media Server for inbound IVR) as a Service identifier for the channel.

    • Select the configured Bot.

    • Select the configured channel connector.

    • Select Channel Mode, i.e., HYBRID. (supported by the system as of yet.)

    • Select Agent Selection Policy, i.e., LONGEST AVAILABLE (supported by the system as of yet.)

    • Configure the activity timeout.          

    • Set Routing Mode to PUSH
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    • Select the queue that is associated with the CX VOICE MRD.

    • Configure the Agent Request TTL.

    • To configure Outbound conversation, enable the Default Outbound Channel for the CX Voice channel being used. 
                                 

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