CX Voice Configuration Guide

Recommendations

• Free Switch and Expertflow CX Server Time should be synced.
• The permissions for using the microphone should be enabled for the CX Agent desk in the browser.

Limitations

• The limitations of the multi-channel are mentioned here.
• Unstable behavior on chat transfer and conference scenarios ( Conference And Transfer Scenarios not supported yet).
• Any private browser window is not supported, as the system is using the browser cache for state maintenance.

System Configurations

• 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

Channel Manager Config

• The following variables need to be added in the channel provider for the CX_VOICE channel type on unified-admin. 
  • The provider webhook is required in this case and is the callback URL exposed by the GC connector.

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

• Add a channel for CX_VOICE channel type on unified-admin.
  • Add the desired channel name.
  • Add the configured DN(Dial Number) for the contact center 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.)

  • Configure the activity timeout.
    
    
                                                             

    

  • Set Routing Mode to PUSH
    

    

    
                                                 
    
    
  • Select the queue which is associated with the CX VOICE MRD.

  • Configure the Agent Request Ttl.
    
    

    

    The recommended value for the customer inactivity timeout and Agent request Ttl should be greater than the configured 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.

                   

Media Routing Domain (MRD) Config

• Set the ManagedByRoutingEngine flag to true for the default CX VOICE MRD. 
• The MaxTaskRequest should be set to 1.
  
                                                               

  

Agent Media Routing Domain (MRD) Config

• For each user, the max task request should be set to 1 for CX VOICE mrd.