Introduction
Sangoma CX is able to provide access to the data collected and generated by the platform in relation to calls, agents, queues, etc. This document describes how this data is provided to clients that can be used to feed different reporting solutions to perform advanced data analysis.
To guarantee the platform security and stability, the data is provided by generating a daily data export into one of these two cloud storage options provided by the client:
AWS S3 bucket
MS Azure Blob storage
Sangoma schedules this process during an off-peak time ensuring the platform performance.
This service is provided as an add-on, and is only available for activation in the Sangoma CX Bundle. If you have any questions about activation, please contact a Sangoma sales representative.
The document has four main sections
Operation: This details, filename convention, files & container association, file format used, file frequency generation and records processes by content type.
Containers: This details the fields per container. This second section is vital to understand the content available on each file and relationship between files.
Annex A: This details how clients have to configure access to the AWS S3 Bucket and the information needed by Sangoma personnel to configure the data export.
Annex B: This details how clients have to configure access to the MS Azure Blob Storage and the information needed by Sangoma personnel to configure the data export.
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Sangoma CX is a powerful service for managing and directing incoming calls to maximize customer satisfaction and improve agents productivity, but it is important to note that it does not provide “e911” service. “e911” is a service that automatically routes emergency calls to the appropriate emergency services dispatcher, and provides the dispatcher with the caller's location information.
Users should not call 911 using the Sangoma CX. If a user needs to call 911, they have to use their standard phone service instead.
Example: If the user has a Business Voice (BV) extension, configured for the location they can use that extension to call 911. It is highly recommended when using the Business Voice phone service that they review and follow the Star2Star Communications, LLC “Subscriber Terms and Conditions" and “Applications Terms of Use”. |
It is important to be aware that using Sangoma CX to dial emergency services may result in penalties and fees. This is because without the location information provided by “e911” service, emergency services may have difficulty locating the caller in an emergency situation, which can result in delayed response times or other complications.
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