Only if the novomind iAGENT Call module has been activated, this menu appears to configure the connection to the phone system.
Inhalt/Content
List view
List
The list shows the following columns, by which the entries may be filtered (filter button on the righthand side):
- Status:
Shows the status of the entry by colours:- • Red = deactivated
- • Yellow = activated, but an error has occured
- • Green = activated and running
- Active:
Shows whether this entry has manually been activated - Name:
Name of the entry - Type:
Shows the type of the Call connector. Several Apps may bring several different Call connectors to be chosen from here. - Functions:
Shows the functions of the call connector - Tenants:
One or more tenants may be associated with the entries. They will be shown comma separated.
After entering a new search criteria, the search will be executed automatically. The list may be re-sorted by clicking the corresponding header afterwards.
The leading checkboxes mark the entries for executing any functions through the buttons above the list (select all through the checkbox in the header).
If a plugin has an error while connecting and its status icon is yellow, the respective error message can be inspected via mouseover on the status or error icon.
General Tab
For every phone system connection, an entry has to be created. It contains the selected connector app below others.
Data fields:
- Type:
The selected call connector (braught into the system through an app) - Name:
The free text name of the entry
Tenants Tab
For the tenant separation it is necessary that one or more tenants will be associated.
The list may be pre-filtered by the following options:
- All:
All existing tenants - Assigned entries:
Only already assigned tenants will be shown (intial setting) - Unassigned entries:
Only entries will be shown that are not associated to this entry currently.
After the accociation has been changed through checking / unchecking the checkboxes, these changes have to be saved through the save button above.
Call Connector Tab
This tab is app-specific. Every Call app may bring different configuration data to this dialogue. The shown example is for the novomind iAGENT Call Connector App.
The Call Connector app consists of two components:
- The Call-Connector-App, which will be uploaded into the novomind iAGENT Supervisor application
- The Call Connector, an external app that will be installed “near” to the phone system
These two components communicate via a web socket connection, which is configured in the “Connection” area.
Connection
- Websocket Bind Mode: The websocket server address can be resolved dynamically by interface name (e.g. for DHCP) or can be set to a fixed value
- Websocket interface: The websocket server interface for communication to the Call Connector. The resolved address must be reachable by the Call Connector
- Websocket Port: The websocket server port for communication to the Call Connector. This port must be reachable by the Call Connector.
Information about the current status of the connection is displayed below this.
Manage call flow environemts
The IVR call flow environments of the telephone system plugin are managed here.
Environments can be added, sorted, configured and removed using the corresponding buttons.
As very large amounts of data, for example based on a large number of IVR environments, can cause the connection to the novomind iAGENT Call Connector to be terminated, the maximum number of IVR environments was limited to 50. If the limit has been reached, this is indicated to the user with a corresponding message in the interface. At the same time, the button for adding a new environment is deactivated.
The sort order can be used to prioritize the environments, whereby the conditions are checked from top to bottom.
The following options are available for each environment:
- Name: Assigning a name for the respective environment
- Call flow: Selection of the call flow to be uploaded to the respective environment
- Tenants: Selection of clients whose users have the right to edit and activate the respective IVR call flow
- Conditions: The conditions for activating or deactivating the respective environment are defined here. If required, “and” or “or” links are available for this purpose.
If none of the configured environments are addressed for an incoming call due to the set conditions, the environment stored under “Default” is automatically addressed.
Category
- Default category: Category which will be set on all calls that don’t pass the IVR through this telephone system
Click-To-Call
- Active: Choose whether the recognition and highlighting of phone numbers (Click-to-Call) should be enabled or disabled
- Default Regioncode: Regioncode used for detection of phone numbers in mails and notes. If no Default Regioncode is chosen, the user’s language will be used for number detection.
Phone configuration mode
This configuration mode can be used to select the PBX for which a user configuration is to be carried out from iAGENT. The configuration can then be carried out on the neighboring “Anynode” tab, for example.
BrowserPhone Tab
novomind BrowserPhone Client
- BrowserPhone server hostname: Host name under which the frontend of the BrowserPhone can be reached
- BrowserPhone Server Port: Port under which the frontend of the BrowserPhone can be reached
- Status: Availability status of the BrowserPhone
- BrowserPhone client enabled: Activates or deactivates the BrowserPhone for the telephone system plugin
- Display availibility per agent group: If the function is activated, the user can activate or deactivate the agent group-specific standby status for the “Call” module via a drop-down menu in the novomind iAGENT BrowserPhone.
Recordings Tab
Archive access
- Enabled: Activates or deactivates access to the call recordings in novomind iAGENT
- Directory: File path to the directory in the novomind iAGENT system in which the call recordings are archived
- Delete automatic recordings after (day(s)): The automatic call recordings are automatically deleted from the server after the period specified here has expired. Please back up this data in good time if you still need it after the deadline.
- Delete manual recordings after (day(s)): The manual call recordings are automatically deleted from the server after the time period specified here has expired. Please back up this data in good time if you still need it after the deadline.
Individual Settings Tab
Controls:
- +New: use this Button to create a new key and a list of possible values
- Delete: ticked lines of keys and their values will be deleted upon entering this button. There is no “Are you sure?” confirmation.
After entering new keys and values, click SAVE to apply your changes.