Sangoma CX Business Voice Extension Integration Agent Guide
Table of Contents
- 1 Introduction
- 2 Requirements
- 3 Agents Working with BV Extensions
- 4 Features not Available when only using BV extension
- 5 Supported Telephony Actions and Call Behaviors
Introduction
Sangoma CX now supports integration with both of Sangoma’s Business Voice solutions (referenced as BV in this document). This integration enables combining UCaaS and CCaaS functionalities into one phone/extension.
Sangoma CX Agent User Guide
Sangoma’s CX BV Integration allows agents to bind their BV extension to the Sangoma CX application, which enables the agent to handle inbound and outbound Sangoma CX calls using their BV soft phone or hard phone extension.
This integration allows agents to operate the CX platform in two different ways:
By using the BV phone in combination with the CX Agent Panel.
By using the BV phone without the need to use the Agent Panel.
Note: The option an agent can use depends on how the BV administrator configures the enabled extensions.
This guide provides:
Instructions on how to bind and work with BV extensions to handle inbound and outbound Sangoma CX calls.
Differences between using BV phone in combination with and without the Agent Panel.
Supported telephony actions and call behaviors for specific scenarios.
The objective of this document is to explain the steps to bind and use the BV phone with Sangoma CX. Detailed information about the capabilities and how to use the Agent Panel is available in the Sangoma CX Agent User Guide. This user guide details how to
Select an outbound queue,
Pause and unpause an agent,
Select call reasons,
How to use the timeline,
Review queue status,
logout, etc.
These functions apply to any extension type selected during the login process. Alternatively, a quick reference guide for this interface is available in the Sangoma CX Agent Quick Start Guide.
Requirements
Although an agent might have a BV extension and a Sangoma CX username and password this does not automatically enable the user to bind the BV extension. Before following the directions in this guide, confirm with your organization that the integration is enabled and what operation should be followed:
BV phone in combination with the Agent Panel,
Using the BV phone without using the Agent Panel,
Either option can be used.
Agents Working with BV Extensions
BV phone/extension with the Agent Panel
Information Needed By Agents
When using the BV integration, the information needed by agents is as follows:
Agent Panel URL
Username & Password
Enabled BV extension number they need to bind.
All other information is available in the interface, and any changes in the configuration, such as pauses, outbound queues, call reasons, or CRM contacts, are automatically updated in the Agent Panel.
How to bind the BV Phone and make an Agent available
Agents need to follow the following steps:
Open a browser and provide the Agent Panel URL.
Tap the Agent option.
Login in using the provided Username and Password.
After the agent has logged into the Agent Panel, Click the “Join the Queue” button.
A pop-up screen will display three different extension types. Tap “UCaaS”.
The application will display the UCaaS extensions enabled for use with Sangoma CX. Select the UCaaS extension assigned to the agent (has to be green).
If the agent's extension is not listed, contact your administrator, as the extension probably has not been configured to be used with Sangoma CX.
If shown in gray or yellow, the extension is already bound or there is a problem communicating with the extension.
Once the extension is selected, the Agent Panel shows the extension bound below the Agent name, and the extension is ready to handle Sangoma CX calls.
Note: If agents are authorized to log in/out of individual queues, they will be able to do it also through the Agent Panel before and after clicking the button “Join the Queue”. Please review the Sangoma CX Agent User Guide for detailed information.
Telephony Operation
All telephony operations are done using the BV phone:
To handle inbound calls, the agent just needs to pick up the call and use the phone the same as handling any other phone call.
If the agent wants to make an outbound call through the Sangoma CX platform, they need to dial the *4 prefix followed by the outbound phone number.
Note: If using an MS Teams Softphone as an Agent’s telephony endpoint and dialing *4 is not working, please contact your Administrator as additional configuration in the MS Team Dialing Rules might be needed.
Details on the supported telephony actions can be found in the section Supported Telephony Actions and Call Behaviors.
Using the Agent Panel interface extends the telephony functionalities in the following actions:
If activated in the queue, it gives an option to transfer to a survey or hang up the call.
If a matching contact is stored in the Sangoma CX CRM module, it presents the contact’s information. It also allows searching contacts and calling a contact if clicked.
Detailed information on using these and other features in the Agent Panel is available in the Sangoma CX Agent User Guide.
BV Phone Only
Information Needed By Agents
BV extension to use.
Agent ID.
Agent PIN.
List of direct dial numbers to reach the different CCaaS voice applications (i.e. login, logout, Pause, Unpause, etc.).
List of Outbound Queue IDs and Descriptions the agent can use.
List of Pause IDs and Descriptions the agent can use.
If an agent is enabled to log-in/out of individual queues, the list of Queue IDs and Queue Descriptions to which the agent is assigned.
How to bind the BV Phone and make an agent available to handle Contact Center Calls
The agents need to complete the following steps:
Using the phone, dial the “CCaaS Log In” direct dial number provided by the administrator. It will ask for the Agent ID, Agent PIN, and Outbound Queue ID. Optionally, a Pause Code ID can be entered if the agent does not want to be available to handle calls immediately after the bind operation:
If the agent enters 0 instead of a Pause Code ID, the agent will be available to handle Contact Center calls.
If the agent provided a Pause Code ID to make them unavailable. The agent will need to dial the “CCaaS Unpause Agent” direct dial number to become available.
Specific Sangoma CX features
When only using the BV phone, specific contact center features are available by dialing the CCaaS voice application's direct dials. The previous section detailed how to bind a phone, log into the queues, and make an agent available. These are some of the additional features available when the agent is logged.
How to pause: Using the phone, dial the “CCaaS Pause Agent” directly and follow the instructions.
How to unpause: Using the phone, dial the “CCaaS Unpause Agent” direct dial number.
How to change the outbound queue: Using the phone, dial the “CCaaS Change Outbound Queue” direct dial number and follow the instructions.
How to log out as Agent: Using the phone, dial the “CCaaS Log Out” direct dial number.
How to know the Agent status: An agent can review their status by using the phone and dialing the “CCaaS Agent Status”.
How to log in/out of individual queues: Using the phone, dial the “CCaaS Individual Queue Log In“ direct dial and follow the instructions.
Telephony Operation
To handle inbound calls, the agent just needs to pick up the call and use the phone the same as they would to handle any other phone call.
If the agent wants to make an outbound call through the Sangoma CX platform, they are required to dial the prefix *4 followed by the outbound phone number.
Note: If using an MS Teams Softphone as an Agent’s telephony endpoint and dialing *4 is not working, please contact your Administrator. Configuration in MS Team Dialing Rules might be needed.
Details on the supported telephony actions can be found in the Supported Telephony Actions and Call Behaviors section.
Sangoma CX Voice Applications
The Sangoma Voice applications are reachable by using the BV phone and dialing the direct dial number for the CCaaS voice application that was provided to the agents.
The Voice applications might ask for information needed and / or provide information of the outcome. When collecting information the voice application has a 10 second timeout to collect the information. If the information is provided and you do not want to wait for the reminder time, finish the data entry with #.
The available CCaaS voice applications are:
CCaaS Log In:
Asks for: Agent ID, Agent PIN, Outbound Queue ID, and optionally Pause Code ID if the agent does not want to make him/herself available to handle calls immediately after the logging. If the agent is authorized to log in/out of individual queues, the voice application will provide the option to do so by asking for the Queue IDs to log in/out of.
Action: Logs the agent into the assigned queues and binds the BV extension that dialed the IVR. The Agent becomes available if the agent presses 0 when asking for the Pause Code ID.
CCaas Simplified Log In:
Note: This is a simplified version of the “CCaaS Log In” for organizations that do not need to have that many options, simplifying and speeding up the logging process for Agents. Confirm with your organization which CCaaS voice application is authorized to log in.
Asks for: Agent ID, Agent PIN, and Outbound Queue ID if the agent is assigned to more than one queue and the Agent never selected previously an Outbound Queue.
Action: Logs the agent into the assigned queues and binds the BV extension that dialed the IVR. The Agent becomes available immediately after login.
CCaaS Individual Queue Log In:
Asks for: Queue IDs to log in/out of. The agent won’t have this capability unless authorized.
Action: Log in/out the agent from specific queues.
CCaaS Log Out:
Action: Will log the Agent out of the Sangoma CX and unbind the extension.
CCaaS Change Outbound Queue:
Asks for: Outbound Queue ID.
Action: If the Agent is logged in through the extension and the Outbound Queue ID is valid will change the Agent’s Outbound Queue ID
CCaaS Pause Agent:
Asks for Pause ID.
Changes the Agent’s Pause status
CCaaS Unpause Agent:
Action: Unpauses the Agent.
CCaaS Agent Status:
Action: Provides information about the Agent status. Possible outcomes:
Agent logged in and available. Optionally provides the list of queues the agent is available to handle calls.
Agent paused and Pause ID.
Agent busy.
Agent not logged in.
Initiate binding BV with the Agent Panel but continue only with the phone
Information Needed by Agents
Is the combination of the information needed by agents working with BV phone and the Agent Panel and BV Phone Only feature.
How to continue handling contact center calls without the Agent Panel
Agents who logged into the Agent Panel with a bound BV extension have the option to close the Agent Panel and continue handling Contact Center calls by only using the BV phone / extension.
Agents will have to follow the next steps to continue working only with the BV phone:
Open the Menu by clicking the Agent icon located in the upper right corner, and click logout.
The following “Warning” pop-up window will appear. Click the option “Close application and continue call answering” and then close the browser tab.
After this, the agent will be kept logged in the Sangoma CX platform as BV Phone only Agent.
Note: if the button “Finishing answering” is selected, the BV extension is unbound to the agent, and the agent is also logged out of the ACD and the Application.
How to use Again the Agent Panel
To use the Agent Panel again, the agent will have to log out on Sangoma CX platform by getting a dial tone and dialing the “CCaaS Log Out” direct dial.
Once logged out, the agent must log back into the CX Agent panel by following the steps detailed in the section BV phone with the Agent Panel section.
Features not Available when only using BV extension
Call Reasons are not supported.
No option to select hung up or transfer the call to a survey if the optional Surveys Behaviors are not enabled in the queue.
Blind transfer directly to agents within the Sangoma CX platform is not possible.
It is not possible to search and select contacts to dial.
Agents will not be informed if a pause reaches or exceeds a timeout pause.
The Agent Panel must be used if any of the above features are required.
Supported Telephony Actions and Call Behaviors
Once a BV extension is bound with the Sangoma CX platform, the following telephony actions are supported in the phone terminal when handling Contact Center Calls:
Pick-up Inbound call: All Sangoma CX queue calls will ring the extension, and the agent will have to pick up the call as any other call received on that extension.
Outbound Call via Outbound Queue: If outbound calls made through Sangoma CX are not being logged in CX then the system may be configured to require agents to dial the (*4) prefix to force making the outbound calls through the Sangoma CX platform. Contact our administrator if you have additional questions. Keep in mind that the dial rules applied are the ones configured for the Outbound Queue selected by the agent.
Note: If using an MS Teams Softphone as an Agent’s telephony endpoint and dialing *4 is not working, please contact your Administrator. Configuration in MS Team Dialing Rules might be needed.
DTMF Tones: This allows for sending of DTMF when a call is established, and the keypad keys on the phone are re-pressed.
Hold: The caller or person called will hear the BV platform music on hold.
Mute: The caller or person called will hear silence.
Blind & Attended Transfers: Blind or attended transfers can be done to any internal or external number. Please keep in mind that these transfers are done by the BV platform and not the Sangoma CX platform, so your BV extension needs to have the proper rules or permissions to dial the number.
Conference: Allows conferencing with internal or external numbers. Please keep in mind that these conferences are done by the BV platform and not the Sangoma CX platform, so your BV extension needs to have the proper rules or permissions to dial the number.
Hang-up: Like with any other call, it can be terminated by using the terminal.
This integration also manages several call conflicting scenarios by implementing the following set of call routing rules or behaviors on BV-bound extensions:
All calls coming from the Sangoma CX platform to the bound BV extension:
BV will disable find me/follow me if enabled.
BV will disable routing to voicemail if enabled.
Important: Do not disturb cannot be disabled because it is handled by the phone not the platform.
If the 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 to find me/follow me or voicemail if configured.
If the 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: ring for N seconds, find me/follow me, voicemail, or do not disturb.
If the agent is on a BV call:
Sangoma CX will get an event, tagging the agent busy with a UCaaS call, and automatically enable the Pause Code “UCaaS Call”. 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 finishes.
Important: When using the Agent Panel, 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.
If the agent is logged in with a CCaaS binding a BV extension, the extension is not busy and Sangoma CX delivers a Service Call:
If the agent does not pick up the call, Sangoma CX will consider it as rejected / abandoned by agent timeout applying penalties, and if persists will force the agent log out when reaching the threshold on maximum rejected / abandoned calls.
