Channel Configuration

Note:

All the information in the Channel Configuration menu option is pre-populated via your installer for Amazon and Cisco integrations. For Five9 and Finesse integrations, this section is not displayed - all information is preconfigured via the installer. Use this section only if you have any customization information to be added.

Using this feature, you can map the events on your integrated Channel (for example, Five9, Amazon, and so on) to those on Workspace. Besides mapping the events, you can also configure call types.

Note:

Channel and Channel Configuration are available only if you are logged in with the role of a system Administrator.  

Click Channel Configuration in the left navigation menu. This displays the Events page.

Events

1. The configured events are displayed.

2. To add another event, click +Add Event.

3. Name - Type a name for the event.

4. Click Save & Next to proceed to the Call Types page.

5. To delete any event, click the Delete icon alongside the event you want to delete.

Call Types

This section helps you configure the Call Types for your Workspace application.

1. The configured call types are displayed.

2. To add another call type, click +Add CallType.

3. Name - Type a name for the call type.

4. Description - Type a description for the call type.

5. Click Save to complete.

6. To navigate to the Events page, click Previous.

7. To delete any call type, click the Delete icon alongside the call type you want to delete.

You have now completed the following tasks under Acqueon Campaigns configuration:

• Configured Channels

• Completed LCM Key Mapping

• Mapped Fields

• Configured Workflows

• Acqueon Campaigns Configuration

• Channel Configuration

  Navigate next to complete the configuration of Tabs.

Tabs

The Tabs section allows you to configure the order in which the widgets appear on the Workspace softphone for the agent when handling interactions.

Note:

This is available only for Amazon and Cisco integrations.

1. Click Tabs on the left navigation menu.

2. On the Tabs configuration screen, complete the following information:

   1. Name - All the widgets you have added to the application using the Widgets option appear on the Tabs configuration screen. The Name field is not editable.

   2. Order - Type the order in which the widget appears on the Workspace used by the agent. For example, you can order widgets A, B, and C, as 1, 3, and 2 (or) 2, 1, and 3, and so on.

   3. Enable - Select this checkbox to display the widget on the agent’s Workspace.

3. Click Save to complete.

You can rearrange the order any time you want to.

You have now completed the following tasks under Acqueon Campaigns configuration:

• Configured Channels

• Completed LCM Key Mapping

• Mapped Fields

• Configured Workflows

• Acqueon Campaigns Configuration

• Channel Configuration

• Ordered Tabs