Introduction
TeamHub is Sangoma’s cutting-edge team collaboration software platform designed to unify and streamline modern business workflows. As part of TeamHub and Sangoma CX evolution an integration between these two platform is now available, enabling Agents to launch Sangoma CX Agent Panel from Teamhub without the need of having to login in two different applications.
This integration also allows Agents to use the TeamHub telephony capabilities as the Agent Extension benefiting the Agents to consolidate telephony and collaboration capabilities in the TeamHub interface.
Prerequisites
The prerequisite for this integration are detailed in the article Sangoma TeamHub & Sangoma CX Integration Requirements. These requirements are only applicable to the user that will work as Agent in Sangoma CX and will use the Agent Panel.
Although all the prerequisites are needed to make this integration work, we would like stress the importance of referencing the same email address for the Agent Business Voice User ID and Email Address on the Sangoma CX Agent’s user profile. The email address is the field used to map both user types for the automated sign-on.
How Agents can Access Sangoma CX
The integration enables Agents to open Sangoma CX Agent panel by clicking on the CCaaS Application Icon available in in the Teamhub Launcher Menu. Once clicked, TeamHub opens an screen that allows agents to select the extension type (Device, Web Extension and Business Voice) and the extension number to use. By clicking the button “Join the Queue” the agent will be logged in Sangoma CX without requiring any validation, opening the Agent Panel in a Edge or Chrome browser tab ready to handle interactions. The article How to access Sangoma CX within TeamHub provides a visual representation of the steps to follow.
The Extensions and Extension Types available for selection are configured by Business Voice (BV) and Sangoma CX Administrators. The extension types available will allow users to work with different telephony endpoints, these are:
Device: extensions linked to hard or soft SIP phones registered in Sangoma CX.
Web Extensions: WebRTC extensions used by the Softphone embedded in the Agent Panel Interface.
Business Voice: could represent a extensive set of endpoints such as: Hardphones, softphones such as Sangoma Talk, TeamHub or even MS Teams if the BV - MS Teams integration is enabled.
Alternatively, if an organization does not want to use TeamHub for Agents users, these can log in directly in Sangoma CX Agent Panel by validating with a Sangoma CX Agent username and password and following the login process detailed in the Sangoma CX Agent User Guide.