Configuration: Telephony and Chat

Telephony Client

Determines what telephony client is to be integrated with Emplifi Agent.

• None - No Telephony Integration. If "None" is selected, the remaining settings on this screen have no effect.

• Emplifi Agent Interaction - Pre-CIC 3.0 integration

• Emplifi Agent Interaction ICELib - CIC 3.0 and later integration

• Emplifi Agent Interaction Bus - service used to interface with multiple communication providers.

• CRMCentral - Legacy setting - no longer supported

AAI Server Host Name

The machine name or IP address of the server on which the Emplifi Agent Interaction Service is running.

You can enter more than one host name by separating each name with a semicolon. If you have multiple names, Interaction Bus attempts to connect to the first and only moves on if the initial connection fails.

AAI Silverlight Port

AAI Server SignalR Port

The port number on which the Emplifi Agent Interaction Service listens for client requests. This must match the corresponding setting for the service that is contained in the registry settings on the Emplifi Agent Interaction Server.

Pre-CIC 3.0 telephony clients use a UDP port. CIC 3.0 and later telephony clients use a TCP port.

AAI Server SignalR Protocol

We recommend always using the https option.

AAI Client Port

The UDP port number on which Emplifi Agent Interaction clients listen for messages sent by the Emplifi Agent Interaction Service.

Emplifi Agent clients listen for other types of messages on this port as well, such as MessageCenter alerts. Therefore, you may want to consider configuring this port even if you are not using Emplifi Agent Interaction.

This is not used for ICELib configurations.

AAI SIP Port

The port number on which the AAISIPClient program listens for SignalR. In cross-browser environments, the AAISIPClient must be installed on all client machines.

AAI SIP SignalR Protocol

Set this to HTTPS in all production environments.

Enable Auto Address Search for Popped Cases

Select this check box to enable the automatic address search when cases are popped from Emplifi Agent Interaction. This check box would be cleared if address information is not delivered from Emplifi Agent Interaction to prevent unnecessary processing and improve agent workflow by preventing the automatic address search.

Enable Marquee Integration for Queue Statistics

Select this check box to enable the use of the Marquee Service in Emplifi Agent.

You also need to set up the Primary and Secondary Marquee Files for the Emplifi Agent Interaction service in the Emplifi System Manager.

For information on how the marquee is used in Emplifi Agent, see the Telephony Marquee section on page Home Page Widgets Administration.

Seconds Between AAI Reconnect Attempts

In the event of disconnection, Emplifi Agent Interaction attempts to reconnect to Emplifi Agent Interaction (ePCCTI) service, 3 times. Enter the number of seconds that you want Emplifi Agent Interaction to wait before each attempt to reconnect to the service. (Recommended interval is 30-60 seconds).

This feature is only for ICELib telephony clients.

AAI Heartbeat Interval

Enter the interval of seconds between every 'heartbeat' that Emplifi Agent sends to ePCCTI to confirm the connection.  (Recommended interval is 30-60 seconds).

This feature is only for ICELib telephony clients.

AWS Connect Host

Enter the URL to the Amazon Connect Contact Control Panel (CCP).

Set agent Offline on AA Login

Select this check box to require the agent to change their Emplifi Agent Interaction status for receiving calls. Clear this check box to make agents available as soon as they sign in. This field is optional.

Log into the Genesys PureConnect (CIC) Telephony Softphone

Select this check box to indicate that users of this configuration have access to the CIC provider.

Log users into the Emplifi Chat for Facebook provider

This option is obsolete.

Log users into the LivePerson Chat provider

Select this check box to indicate that users of this configuration have access to the LivePerson Chat provider.

The LivePerson Chat license must be current. If you have questions, contact your account manager for more information.

Log users into the Clickatell SMS provider

Select this check box to indicate that users of this configuration have access to the Clickatell SMS provider.

Log users into the Emplifi SOS provider

Select this check box to indicate that users of this configuration have access to the Emplifi SOS voice or video communication.

For more information, see Configuration: Emplifi SOS.

Log users into the ZipWhip SMS Chat provider

Select this check box to indicate that users of this configuration have access to the ZipWhip SMS Chat provider.

Recorder Service

Select from the following:

• None: A recorder service is not being used.

• Interaction Recorder: EIC is installed

Recording DB Connection String

This is for use with the Interaction Recorder product. It is the connection string that must be used to connect to the database.

Copy IR Recording

Emplifi Agent creates a case attachment when an Interaction Recorder recording is attached to a case. The case attachment provides a link to the recording. This check box controls how the link in the attachment is created. If the check box is selected, the recording is copied to the Emplifi Agent site’s attachment folder and the attachment links to the recording in that location. If the check box is cleared, the attachment links to the recording using a UNC path on the Interaction Recorder server.

Depending on the location of the recording, the user of the Emplifi Agent site requires read access for the recording storage location. If the check box is selected and the recordings are copied, the Emplifi Agent site identity needs read access and Emplifi Agent users do not need any access. If the check box is cleared and the recordings are not copied, the Emplifi Agent users require read access, but the Emplifi Agent site identity does not.

The Emplifi Agent Administrator needs to verify that the Interaction Recorder's retention policy is set up to support the Copy IR Recording setting:

• If the recordings are copied the retention policy should keep the recordings long enough for the copy to take place.

• If the recordings are not copied, then the retention policy should keep the recordings for as long as it is believed that the Emplifi Agent users need to have access to them.

Auto Record Outbound Calls from Case

Select this check box to indicate that the system should turn on agent-initialized recording whenever a call is placed from the case, using the right-click dial command.

This feature is only for ICELib telephony clients.

For Emplifi Agent to create and attach outbound recordings to a case, select this check box along with entering the Recorder Service, Recording DB Connection String, and Outbound Call from Case Action Type fields.

Case POP Queues

The ACD queues to associate with popping a case when a call is picked up. Separate multiple queue names with a comma.

Attach Recording Category

A flag is set on the case when call recordings are attached to it. You must designate a case category (a B-code) to use for this flag.

Call ID Category

Each interaction is assigned a unique ID by the telephony system. During implementation, you need to designate a field on the case header (a B-code) to store the ID for the interaction.

Extension Only Prefix

When a case is created after answering a phone call, the phone number field is automatically populated if the number was available. In cases where the number is 6 digits or less, Emplifi Agent assumes that the number is an internal extension. In that case, the value entered in this field is prefixed onto the number in the phone number field to create a full phone number.

Transfer Away Action Type

When an agent transfers a case with an interaction, the designated action code is automatically posted to the case. It is typically a "case transfer" action, or something similar.

Transfer Received Action Type

When an agent receives a transferred interaction and case, the designated action code is automatically posted to the case. It is typically an "accept case transfer" action, or something similar. This action should be defined to complete the "Transfer Away" action designated in the previous field.

Log Outbound Calls

Selecting this check box enables logs of outbound calls to be created. The logs in conjunction with the InteractionRecorder can create call recording attachments on the cases.

Outbound Call from Case Action Type

When a call is made from the case using the right-click dial command, this is the type of action posted to the case. When this action is posted, an issue is associated with the action based on the following:

1. If the call is dialed from an issue, use that issue.

2. If there is only one open issue, use that issue.

3. If there is only one issue, use that issue.

4. Prompt user to select the issue.

For Emplifi Agent to create and attach outbound recordings to a case, select this check box along with entering the Recorder Service, Recording DB Connection String, and the Auto Record Outbound Calls from Case fields.

Email Disconnect

This field determines at what point in the life of an email the associated interaction is disconnected (which deletes the original email). The choices are as follows:

• Window Dismiss Only: the interaction is disconnected only when the original receiving agent dismisses (closes) the Case window.

• Close Case or Dismiss: the interaction is disconnected when the case status is changed to "Closed" or when the Case window is dismissed.

• Email Reply or Dismiss: the interaction is disconnected when a reply is sent to the original sender or when the Case window is dismissed.

If you leave this field blank, the system performs the same as Window Dismiss Only.

Assign Case ID on Case Pop

Select this check box to allocate a case ID when a case is popped from a call. This allows the case ID to be used by IVR surveys when the survey is completed by a caller and after the agent has disconnected from the call. Regardless of whether the caller finishes the survey completely or partially, the survey results are attached to the case associated with the call.

If the Case window is closed without being saved, the case ID is lost.

On Hangup, Refer to Phone for Survey

Enter a phone number on which to transfer when ending the call. If the number is accessed on the same phone system, an extension number may be entered.

Only Refer After Calls from ACD Queues

Enter a list of automatic contact distribution (ACD) queues. The queue names you enter must be separated by semicolons.

Pop Case in Language of Caller

Select this check box to have cases pop in the language of the caller. clear this check box to have cases pop in the language of the agent.

For information on the agent's Language ID, see System User Codes.

Require Account Code on Dial

Select this check box to require entry of an account code when making an outbound call. This allows the agent to select the appropriate account code that the call needs to be charged or categorized against.

When selected, the account code displays in the Emplifi Agent Interaction toolbar next to the phone field.

The system sends the account code to the defined telephony switch in a manner prescribed for that switch.

This feature is only for ICELib telephony clients.

Require Workgroup on Dial

Select this check box to display the Workgroup field on the Emplifi Agent Interaction toolbar. Selecting this check box requires the agent to select a Workgroup before making a call. If the agent does not have any active workgroups or the call should not be associated to a Workgroup, they can select None, which allows them to make the call.

This feature is only for ICELib telephony clients.

Case Origin Category

Select the category for the case to define as the "Origin" category.

Chat Origin Default

When a Chat interaction is picked up by an agent and a new case is opened, this is the default value that is set for the Case Origin Category code (typically a case origin or similar value). This value is only used if no other value is included on the interaction itself.

Chat Default Text Type

For Chat interactions, a transcript of the chat session is stored as a text entry on the case. This is the Text Type Code that is assigned to the text entry. Case text with a text type of that defined here are saved as "read only."

BOT URL

This field will display the URL for the Emplifi Bot. This is set up by Emplifi Professional Services.

BOT Token

This field will display the token for the Emplifi Bot. This field is set up by Emplifi Professional Services.