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Enabling Team Communicator Calling Features

Procedures

Purpose: To enable an agent to use Team Communicator to call or transfer a voice call to an agent group or a skill.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
Start
  1. In the Configuration tab of the Workspace application, add a connection to Statistics Server.
  2. In the connection, add a reference to the T-Server in which the agent logs in.
  3. Allow any applicable privileges from the following list of Voice privileges for the role to which the agent is assigned:
    • Voice - Can Use
    • Voice - Can Make Call
    • Voice - Can One Step Transfer
    • Voice - Can Two Step Transfer
  4. Allow the Team Communicator privileges (see Team Communicator Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
  5. Configure the Team Communicator options in the interaction-workspace section of the Workspace Application object (refer to the Team Communicator configuration option reference for a list of Team Communicator options and a description of how to configure them). The value of the teamcommunicator.list-filter-showing option must at least contain AgentGroup and Skill.
  6. Configure the values of the intercommunication options as follows:
  7. In your routing configuration, configure a routing strategy that uses the routing targets that are connected to Workspace (see intercommunication.voice.routing-points, which describes the list of keys than can be used in the routing strategy).
  8. Load the routing strategy on the Routing Point that is defined by the intercommunication.voice.routing-points option.

End

Purpose: To enable an agent to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS).
Prerequisites

Start
  1. Allow the Team Communicator privileges (see Team Communicator Privileges) for the role to which the agent is assigned (refer to the Team Communicator Privileges).
  2. Configure the Team Communicator options in the interaction-workspace section of the Workspace Application object (refer to the Team Communicator configuration option reference for a list of Team Communicator options and a description of how to configure them).
  3. Ensure that the UCS application to which Workspace is connected is configured to support index searches on Contact database:
    • Set the index\enabled option to true.
    • Set the index.contact\enabled option to true.

    For more details about these settings, refer to the eServices (Multimedia) 8.0 Reference Manual.
  4. Allow the following Voice privileges for the role to which the agent is assigned:
    • Can Hold/Retrieve Call
    • Can Make Call
    • Can Release Call
  5. Allow the following contact management privileges for the role to which the agent is assigned:
    • Can Use Contact Directory
    • Can Use Contact Information
    • Contact Module

End


This page was last modified on February 18, 2014, at 07:58.

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