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Telephony
As detailed in section Telephony Actions and Call Behaviors some telephony actions are not controlled by the Sangoma CX platform but instead by BV. The following differences are expected.
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Direct Dials so phone only agents can reach the voice applications (IVR call flows) that allow them: log in, log out, change outbound queue, pause, unpause and know their status in the Sangoma CX platform.
Enable the BV extensions to allow Agents to bind them as Sangoma CX extension.
In the Administration and Supervision portal, these extensions will be listed under System > Extensions in the Sangoma CX with the Group “External / UCaaS”.
Please review if the Group “external/ucaas” has a valid External Caller ID Number assigned in the Sangoma CX Administration and Supervision portal, otherwise in some scenarios the Agent making external outbound calls through CX could potentially provide the extension number instead of a valid Caller ID and calls will drop. To change the Group settings, click on the Group Name in the System > Extensions or System > Groups screens.
Configuring Direct Dials to reach Sangoma CX Voice Applications
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Select a supported phone (hardphone or softphone). Reference Appendix A as it includes a detailed list of BV and BV+ Phones supported as Sangoma CX Agent Station.
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Review if the Group “external/ucaas” has a valid External Caller ID Number assigned, otherwise in some scenarios the Agent making external outbound calls through CX could potentially provide the extension number instead of a valid Caller ID and calls will drop. To change the Group settings, click on the Group Name in the System > Extensions or System > Groups screens.
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Agents Configuration
The following configuration is required only if the organization intends on having Agents log in and handle Sangoma CX calls without interacting with the Agent Panel. Under the Sangoma CX Administration and Supervision portal, the administrator needs to enable the Agents authorized to use these voice applications.
When editing an Agent, click the tab “UCaaS Phone Only” “UCaaS Phone Only” tab and configure:
Agent ID: Enter up to 10 digits. This has to be considered as the Agent username when interacting with the CCaaS Log In voice application.
Pin: Enter 4 digits. This has to be considered as the Agent password when interacting with the CCaaS Log In voice application.
Enable: Check the Enable box. This enables the agent to login into the platform using the BV Phone.
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Note: It is very important to review the Considerations section to avoid configuring queue properties that are not supported when only using the BV phone to handle Sangoma CX calls. For example, Call Reasons.
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Agents who login in the Agent Panel with a bound BV extension also have the option to close the Web Application and continue handling Sangoma CX calls by only using the BV. If this option is intended to be used by the contact center, these Agents have to be enabled for the phone only option.
Agents will have have to follow the next steps to continue working only with the BV phone:
Access the Agent panel.
Open the Menu by clicking the Agent icon located in the upper right corner’
Click logout.
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The following “Warning” popup window will appear. Click the option “Close “Close application and continue call answering” answering” and close the browser tab.
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