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Sangoma CX Business Voice Extension Integration Agent Guide

Sangoma CX Business Voice Extension Integration Agent Guide

Table of Contents

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:

  1. Open a browser and provide the Agent Panel URL.

  2. Tap the Agent option.

  3. Login in using the provided Username and Password.

  4. After the agent has logged into the Agent Panel, Click the “Join the Queue” button.

  5. A pop-up screen will display three different extension types. Tap “UCaaS”.

  6. 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).

    1. 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.

    2. 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.

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