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CX Voice Configuration Guide

Recommendations

  • Free Switch and Expertflow CX Server Time should be synced.


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, 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.

                                                            image2023-6-12_17-12-53.png

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


                                                                image2023-6-12_17-15-21.png


  • 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.


                                                                image2023-6-12_18-56-50.png



                                                                       

    • Set Routing Mode to PUSH
      image2023-6-12_17-17-55.png
                                                   

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

    • Configure the Agent Request Ttl.

    • To configure Outbound conversation, enable Default Outbound Channel for the CX Voice channel being used. 
                                  image2023-2-16_10-15-18.png



    • 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.

                                                                  MRD.png

Agent Media Routing Domain (MRD) Config

  • For each user, the max task request should be set to 1 for CX VOICE mrd.
                                                                      image2023-6-12_17-22-24.png






Other Configurations

Installing EFSwitch

Creating an extension on EFSwitch

EFSwitch scripts and dialplans setup

Voice Connector Deployment and Configuration