Ecentrix [v4.6.1]

For versions:4.6.1

This section describes for how to manage channel connector (Integrating between channels that will be used by users with 3Dolphins (Bot and Omnichannel contact center).

Softphone Configuration

  • Install the x-lite application,
  • Open the application x-lite, click the “Softphone” menu, select “Account Settings“,
  • On the account setting, enter :
    Account Name : Account Name
    User ID : User ID can be obtained from Ecentix (Example : 1234)
    Domain : Server
    Password : xxxxxxxx
    Display Name : Adjust to user id ( Example : 1234)
    Authorization Name : Adjust to user id (Example : 1234)
  • Click “OK” button,

How to Create New Telephony (Ecentrix) Channel

Create New Telephony (Ecentrix) Channel

This section describes for how to mechanism for add telephony (Ecentrix) channel, by doing the following steps :

  • Login as “Administrator“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
Password is a combination of capital letters, lowercase letters, numbers, and symbols.
  • Click the “Integration” menu in the main menu and selecting “Channel Connector” to create and manage channels account.
  • On the channel connector page, click “plus” button in the channel Ecentrix,
  • 3Dolphins will be redirect you to pop up channel setting appears,
  • Enter “Channel Name” (the name of our telephony),
  • Enter “Iframe URL” (Specifies the URL to embed in the iframe, points to another web site.),
  • Enter “Key” (The ‘Key‘ is a unique identifier that is used to authenticate requests associated with your project for usage purposes),
  • Enter “Version” (The version code is an incremental integer value that represents the version of the application code. like “Version=’0.1‘”),
  • Enter “Host Name” (Host name may be simple names consisting of a single word or phrase, or they may be structured. a host name is also called a domain name.),
Host name matches with {host} on iframe url.
Example :
if
Iframe URL = ” https://{host}/example/example.php”
then,
Host name = “{host}
  • Enter “Context” (Context is designed to share data that can be considered “global” for a telephony components, such as the current authenticated user. Example “Context = ‘ecentrix-inbound’“).
If context=”ecentrix-inbound“. Then, agent can only receive tickets / phone calls from the customer.
If context=”ecetrix-outbound“. Then, agents can only do phone calls to customers.
  • Result of create new telephony (ecentrix) channel,

Channel component explanation :

  1. Channel Name
  2. Channel ID
  3. Delete Button : Click to delete the channel.
  4. Onlline / Offline Button : Click to turn on or turn off channel. Red means offline channel and green means online channel.
  • Click enable toggle to activate telephony channel has been added,

Add Telephony Channel in User Management

  • Click the “Administration” menu in the main menu and selecting “User Management“,
  • on the user management page, click “User” tab.
  • Search user,
  • Select user and click button telfon to add channel telephony “Ecentrix” to configured credential,
  • 3Dolphins will be redirect you to pop up add channel to configured credential,
  • Select channel telephony, example select channel “Ecentrix“. 3Dolphins will be redirect you to pop up to enter username,
  • Enter username. example “tele5“, click “Save” button.
  • Result of add channel telephony “Ecentrix” in user Mira,

Create New Rule

  • First, click the “Customer Service” menu in the main menu and selecting “Rule Management” to create and manage telepony (Ecentrix) channels that have been created.
  • 3Dolphins will redirect you to rule management page,
  • On the rule management page, click “New Rule” button,
  • 3Dophins will be redirect you to pop up add new rule,
  • Select the channel telephony. Example, channel telephony ‘Ecentrix
  • Enter rule name,
  • Select group,
  • Enter max assignment channel, click “Save” button.
  • Successfull add new rule and 3Dolphin will be redirect you to rule management page,
  • to add team member, click “plus” button,
  • 3Dolphin will be redirect you to pop up add team member,
  • Search member will be added (Example search ‘Mira‘), to add team member click “plus” button,
  • Added team member successfully,

Result

  • Login as “Agent“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
Password is a combination of capital letters, lowercase letters, numbers, and symbols.
  • When the agent login, check in the console browse (ctrl+shift+j),
if,
result: error
reason: Unregistered IP address.
&
result: error
reason: extension not registered

then,
Make sure the ip and extension have been registered to ecentix, and adjust the extension with the IP Address ex: IP A must be an extension A and vice versa, not allow IP A extension B)
if
result: error
reason: username not registered.

then,
Register the username to ecentrix (username can request)
  • Status “AUX-First Login” = Agent first logged in (Agent can’t receive phone).
  • Status “AUTO_IN” = idle (Agent can receive phone)

Inbound Call

  • Login as “Agent“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
Password is a combination of capital letters, lowercase letters, numbers, and symbols.
  • on the dashboard agent, for agents with a context “ecentrix-inbound” change the status of the agent to be available so that they can receive the ticket or call to enter from the customer,
  • The customer makes a telephone call to the registered extension. Example call to extension ‘4008‘.
  • Notification or customer call ringtone will appear on the agent screen,
  • When the agent answers the customer’s call, 3dolphin will automatically create a ticket, and the agent can input the name or number in the pop up call.
  • When the agent answers the phone (talking), then telephony will display the duration of talking agent with customer.
  • To hold a customer call, click the “Hold” button so that it will display the duration of how long the agent holds the customer’s call, to continue the customer call, click the “Unhold” button.

Outbound Call

  • Login as “Agent“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
Password is a combination of capital letters, lowercase letters, numbers, and symbols.
  • on the dashboard agent, for agents with a context “ecentrix-outbound” to be able to make an outgoing call, the agent status must not available/backup/break/coaching/pray/toilet break/training (except available).
  • Agent conducts outbound calls. Example call to ‘4008‘.
  • When the agent do an outgoing call, the notification of the incoming call will appear on the agent screen
  • When the agent talking with the customer it will automatically create an outbound ticket.
  • Dropped outbound ticket,

Hold Customer Call

  • Login as “Agent“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
Password is a combination of capital letters, lowercase letters, numbers, and symbols.
  • on the dashboard agent, for agents with a context “ecentrix-inbound” change the status of the agent to be available so that they can receive the ticket or call to enter from the customer,
  • The customer makes a telephone call to the registered extension. Example call to extension ‘4008‘.
  • Notification or customer call ringtone will appear on the agent screen,
  • When the agent answers the customer’s call, 3dolphin will automatically create a ticket, and the agent can input the name or number in the pop up call.
  • When the agent will hold the call, click the ‘Hold‘ button
  • So, that it will display the duration of how long the agent holds the customer’s call, to continue the customer call, click the “Unhold” button.

Transfer Ticket

  • Login as “Agent“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
Password is a combination of capital letters, lowercase letters, numbers, and symbols.
  • on the dashboard agent, for agents with a context “ecentrix-inbound” change the status of the agent to be available so that they can receive the ticket or call to enter from the customer,
  • The customer makes a telephone call to the registered extension. Example call to extension ‘4008‘.
  • Notification or customer call ringtone will appear on the agent screen,
  • When the agent answers the customer’s call, 3dolphin will automatically create a ticket, and the agent can input the name or number in the pop up call.
  • When the agent answers the phone (talking), then telephony will display the duration of talking agent with customer.
  • Click “Trans” button to transfer ticket telephony to other agent,
  • Appears button for ticket transfer,
  • Enter extension other agent to transfer ticket. Example, enter extension ‘4011‘ and click “transfer” button.
  • The ticket was successfully transferred to another agent.

Ticket Tags

  • Create a new classifier. for the create new paragraph classifier mechanism, do the steps described on the “Paragraph Clasifier” page.
  • Select ticket and then input your tags,
  • Appears suggestion category ticket tags, select and click the intended category.

Add Customer Case

  • Create a form. for the create form management mechanism, do the steps described on the “Form Management” page.
  • On the Administration menu, select “User Management“,
  • Select and click group tab,
  • Select group and click “Form” button,
  • 3Dolphins will be redirect you to pop up form,
  • Select form and click “+” button in available form to add in group form.
  • Select ticket, click “Customer case
  • Click “Add Customer Case” button.
  • On the dropdown customer case, select customer case. Example, select customer case ‘Form_Verification‘.
  • 3Dolphins will be redirect you to pop up form verification, enter “verification code“, click “Submit” button.
  • successful add customer case,

Merge Ticket

  • Example, In the dashboard page agent, click the “Telephony” tab,
  • Select the ticket and click “Merge” icon. Example, select ticket number = ‘1907100000005’,
  • 3Dolphins will be redirect you to pop up form merge ticket,
  • Search ticket number or account name (example, search ticket number = ‘1907100000004’),
  • Select and check the ticket with the ticket number ‘1907100000004’ with the status of the ticket ‘Dropped’, click “Merge” button,
  • Merge ticket successfully,
  • Ticket number ‘1907100000005’ was successfully merged with the ticket number ‘1907100000004’ ticket,
  • So, the ticket number ‘1907100000004’ will close automatically,
  • Check merge ticket, click “Merge ticket stories” button.
  • 3Dolphins will be redirect you to pop up merge ticket stories,

Filter Ticket

Function of the Filter ticket is to filter ticket display based on channel type.

  • Select Channel in box channel type (example, select channel type ‘Telephony‘),
  • Display the filter ticket with channel type ‘Telephony‘,
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