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Introduction
Sangoma CX now supports integration with both of Sangoma’s Business Voice solutions (referenced as BV in this document).
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Just using the BV phone: Agents are able to login in, logout, change outbound queue, pause, unpause, and review their status as Agent just by using the phone and dialing a BV application destination. Agents logged in and available to handle queued calls , will get the calls delivered on their BV extension following the ACD rules. Agents will also be able to make outbound calls by using the BV platform or Sangoma CX platform.
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Pick-up Inbound call: any Sangoma CX call will ring the extension and the Agent will have to pick up the call as any other call received in that extension.
Outbound Call via Outbound Queue: Agents have to must dial a prefix the (*4) prefix to force making the outbound calls through the Sangoma CX platform. These calls will follow the queue configuration, such as call recordings or post call surveys. Also these
Note: These calls will be tracked and reported in the monitors and reports available in the Sangoma CX platforms like any other contact center call tracked by the platform. Keep in mind the dial
Note: Dial rules applied are the ones configured for the Outbound Queue selected by the Agent.
Important MS Teams Note: If Business Voice integration with MS Teams was implemented added before 12/13/2022, when using a an MS Teams Softphone as an Agent’s telephony endpoint and dialing the *4 prefix to route outbound calls through Sangoma CX won't work. The default setting on MS Teams is normalizing normalizes to E.164 format, so when dialing *4, MS Teams converts to +1*4 instead of just dialing *4, as expected by the Sangoma CX platform. What is being dialed can be reviewed in the MS Teams Activity Screen. This behavior can be fixed by adding rules under the MS Teams Dial Plans Configuration Screen to adjust [number_to_dial] by taking out the leading +1. If you have any question questions on how to add or change a dial rule, please contact Microsoft or a an MS Teams Microsoft Partner to assist with this configuration. Please note, after
Note: After 12/13/2022 Business Voice integration with MS Teams automatically provisions a dial plan policy that avoids MS Teams converting to E.164 any number dialed with up to 20 digits and eliminating the leading +1.
DTMF Tones: allows to send DTMF when a call is established, and the keypad keys of the phone are pressed.
Hold: this action is taking place in the BV platform, so the played back music on hold is the one configured in BV platform, not Sangoma CX’s.
Mute: this action is done by the Phone. Sangoma CX does not have any control or information about it.
Blind & Attended Transfers: Any Blind transfer done by the BV platform, :
Sangoma CX
will not collect any information about the transfer or the phone number the call was transferred to.
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Unless the call originated from the CX platform
Attended Transfers If Agent is logged in and prefix is blanked out:
Attended Transfers to an external number using the Business Voice platform:
Sangoma CX will track and report the external outbound calls in the monitors and reports.
Attended Transfers to an internal number using the Business Voice platform:
Sangoma CX will track and report the info in the monitors and reports.
Conference: Any conference done by the BV platform, therefore the :
Sangoma CX
will not collect any information about the extensions or phone numbers conferenced.
Hang-up: like with any other call, it can be terminated using the phone.
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All calls coming from Sangoma CX to the bound BV extension:
BV will disable find me/follow me if enabled.
BV will disable routing to voicemail if enabled.
Important: do Do not disturb cannot be disabled because it is done by the phone, not the platform.
If an Agent is handling a Sangoma CX call:
If there is a BV call for that extension, BV will consider the extension busy and the call will route be routed to voicemail if configured.
If an Agent is in Sangoma CX as available or on pause:
If there is a BV call for that extension, BV will deliver the call to the device and follow whatever setting on that extension.
If an Agent is on a BV call:
Sangoma CX will get an event, tagging the agent busy with a UCaaS call and enable automatically the Pause Code “UCaaS Call”. The Sangoma CX platform won’t try to deliver queued calls to that extension when on a pause. The agent will be unpaused automatically when the BV call is terminated.
Important: Agents must be instructed to avoid unpausing “UCaaS Call” pauses manually to ensure Sangoma CX maintains correct information about the agent status using the BV extension in a BV call.
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If an Agent is logged into a CCaaS bound BV extension and the extension is not busy and Sangoma CX delivers a Service Call:
If the Agent does not pick up the call, the Sangoma CX will consider it as a Rejected/Unanswered call by the Agent and timeout penalties are applied. If this persists, an option to log the agent out when reaching the threshold of Maximum Rejected / Unanswered Calls , can be configured under Contact Center > Management > Agent Groups.
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The Sangoma CX Salesforce Connector and the Click to Dial Chrome extension only work with Sangoma CX WebRTC extensions , and won't work when using will not work with a bound BV extension.
Telephony
As detailed in the 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.
Hold music differs from the one configured in Sangoma CX, when agents push the hold button on the BV phone. The music played back is the one configured in BV.
Any Call Transfer done by the Agent using a BV phone, is done through the BV platform, concluding in:
Transfer details are not provided in the Sangoma CX reports.
The Caller ID presented is the one configured in the BV platform for the BV extension.
Blind Transfer to any external number is possible. Note: this is not possible using WebRTC or SIP phones registered in the Sangoma CX platform.
Any Conference done by the Agent using a BV phone, is done through the BV platform, concluding in:
Conference details are not provided in the Sangoma CX reports.
The Caller ID presented is the one configured in the BV platform for the BV extension.
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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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