Telephony Platform stores and maanges the data for Customer's Telephony platform

Left Side Panel	The right-side panel

Left Panel shows the following

• Section types to select and navigate to.
• A button to add a new Telephony Platform.    
• Button with Telephony Platform name to show the details of the settings.
• Agent Groups and Advances Search button.

The right Panel shows all the settings related to the selected Telephony Platform

Settings

• Telephony Platform Information - displays the Telephony Platform ID, Type, and Version. 
• Depending on the selected Platform type it will display the settings button. when clicking on the button it will load the extensions of the selected platform.

• Agent Channel Settings

• Avaya Environment Settings - this tab is availed only for Avaya Type. Each type has a different set of extensions.

• The "Save Telephony Platform Settings" - button will save all the changes under the Settings and Extensions tab.  
• Tooltip - when mouse over the tooltip icon a popup will show the detail about the extension or purpose.

Agent Group/Agent 

• Displays the list of Agent Groups and Agents

• Add Agent Group - The below window will pop up to add an Agent Group by providing its unique name.

• Add Agents - will pop up the below window to add an Agent by providing its Username, Password, and Full Name.
  • Username - should be unique and case-sensitive for the Telephony Platform. It should be the same case with the Telephony switch.
    • Duplicate Usernames are not allowed.
  • Password - case sensitive.

Add an agent	Agent Groups and Agents view

Edit CTI Agent

• Select the agent to update the Username, Password, and Full Name or Move the agent to another group.

Import CTI Agents

• The supported file format to import is CSV.
• The following columns must be added to the file to import.
  • Agent Group, Agent Id, Password, Full Name, Auto Answer Calls, Auto Answer Email, Auto Answer Chat, End Completes Interaction, Extension / Place, Has Chat, Has Email, Has Callbacks
  • Agent Group and Full Name are not mandatory.
  • Please keep the Password empty for security.
    • An agent can enter the password when he first logs in to the Media Bar which will be preserved in the Config Server in the encrypted format.
• Duplicate CTI usernames are not allowed.
  • ImportCTIAgents_Samplefile.csv
• You can use this sample file and populate values and use it to import.

Export CTI Agents

• We can export the CTI Agents list and make any modifications, 
  • if there is any change in the current user,
  • add new users in the file and import it.

Reason Codes

•  Add Reason Code
  • Provide a unique code for the reason code and name.

Logout Reasons

• Add Logout Reasons
  • Provide code for the Logout reason code and name.

Interaction Dispositions

• Provide a value for the Interaction Disposition and name.

Caller Ids

• Provide a number for the caller Id.

Quick Dials

• Provide a number and name for the Quick Dial.

Agent Groups/Agents

• Agent Group - Select Agent Group from the Left pane or Select Edit Icon from the Agent Group list to see Agent Group details.
  • Settings - Agent Group Information

• Agent Channel Settings

• Environment Feature Settings

• Override - If you want to change any existing default value, or the value inherited from a parent for the Agent Group then select the Override checkbox to enable the control for the setting name then change the value as per the requirement.

• Click the  “Save Agent Group Settings” button to save changes permanently.

• Agent Groups/Agents [under Agent Group]

Codes for Agent Groups/Agents

• All the codes will be available for Agent Groups and Agents. the codes can be controlled by their visibility property.
• Types of visibility.
  • Inherit Visible from Parent. → the codes will be visible to the agent or agent groups as per the visibility from the Parent's selected options. 
  • Hidden from group and Children. → the codes will hide the visibility for the selected group and children
  • Visible for group and Children.→ the codes will always be visible to  groups and children
  • Hidden from the group and denied to children.→  the codes will not be visible from the group and visible to children.
  • Always visible for groups and children.→ the codes will be always available for groups and children.

• Reason Codes

• Logout Reasons

• Interaction Dispositions

• Caller Ids

• Quick Dials

CTI Agents

• Settings - Agent Information
• Parent - can be changed by just selecting the required Agent Group name or Environment name from the Parent list 

• Agent Channel Settings

• Environment Settings

• Click the  “Save Agent Settings” button to save changes permanently.

Codes for Agents

• All the codes will be available for the Agent as per the parent's visibility setup. the codes can be controlled by their visibility property for the agent.
• Types of visibility.
  • Inherit Visible from Parent. → the selected code's visibility will be applied as per the parent's selection.
  • Hidden from the agent. → the selected code's visibility will not be available for the agent.
  • Visible to the agent .→the selected code's visibility is available to the agent.
• Reason Codes

• Logout Reasons

• Interaction Dispositions

• Caller Ids

• Quick Dials