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CX Voice Configuration Guide

Recommendations

  • Media Server 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

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 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 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
      image2023-6-12_17-17-55.png

    • Select the queue that 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.