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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 Voice connector in the format: http://VC-IP:VC-PORT/ccm-msg/receive

                                                            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(the same as that set in EFSwitch 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.)

    • 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

Agent Desk ConfigMap configurations

  • SSH into the EFCX server by using the command

    ssh username@IP-addr

  • Where username is the EFCX SSH username and IP-addr is the EFCX server IP address

  • Run the command

    cd cim-solution/kubernetes/cim

    • The location of the cim-solution directory may vary on your machine so adjust the above command accordingly.

  • Run the command

    vi ConfigMaps/ef-unified-agent-configmap.yaml
  • image2024-2-15_10-30-35.png

  • Scroll down to find the following fields and set them as mentioned:

    • isCxVoiceEnabled: Set this to "true"

    • SIP_SOCKET_URL: Set this in the format wss://EFSwitch-Server-IP-addr:7443

    • SIP_URI: Set this as the EFSwitch server IP address

  • Save the file and run the following sequence of commands:

    • k delete -f ConfigMaps/ef-unified-agent-configmap.yaml
k delete -f Deployments/ef-unified-agent-deployment.yaml
k apply -f ConfigMaps/ef-unified-agent-configmap.yaml
k apply -f Deployments/ef-unified-agent-deployment.yaml

  • Log out of your voice agents and reload Agent Desk.

Other Configurations

Installing EFSwitch

Creating an extension on EFSwitch

EFSwitch scripts and dialplans setup

Voice Connector Deployment and Configuration