Configure Channel

This section allows the user to define the channel (the platform that Workspace integrates with) and its associated groups, events, and call types.

Click Channel in the left pane to see the Channel page displayed with all your configured channels, in tiles.

Add Channel Configuration

To configure a Channel, follow the steps listed.

1. Click +Add to add a new channel.

   

2. Complete the following information:

   1. Type a Name for the channel.

   2. If you want to import the channel from a file, select the Import from file checkbox.

   3. Type a Description for the channel.

Click SAVE & CLOSE to stop configuring at this tab; SAVE & NEXT to navigate to the Groups tab;

Note

To use the default configuration, importChannel.txt file provided with build binaries (path: configuration/application config/sfadmin).

Add Group Configuration

The Groups tab is displayed:

Complete the following information:

1. Click +Add Channel Object.

2. Type a Name for the channel object.

3. Type a Description.

4. Click +Add Channel Group.

5. Type a Group Name.

6. Type a Group Description.

7. Click +Add Channel Variable.

8. Type a Name for the variable.

9. Type a Description for the variable.

10. Click Save & Next to navigate to the Events tab; Save & Close to end channel configuration; or Previous to navigate to the previous tab, Channel.

    Note

    You can add multiple channel objects. Under each channel object, you can add multiple channel groups. Under each channel group, you can add multiple channel variables.

11. To delete any entity like Channel Group or Channel Variable, click the relevant Delete icon.

Add Event Configuration

The Events tab is displayed:

Complete the following information:

1. Click +Add Event.

2. Type a Name for the call event. For example, connected, hold, and so on.

3. Click Save & Next to navigate to the Call Types tab; Save & Close to end event configuration; or Previous to navigate to the previous tab, Groups.

4. To delete any event, click the relevant Delete icon.

Add Call Types

The Events tab is displayed:

Complete the following information:

1. Click +Add Object.

2. Type a Name for the call type. For example, outbound, inbound, regular call, and so on.

3. Type a Description for the call type.

4. Click Save & Close to complete configuring your channel or Previous to navigate to the previous tab, Events.

5. To delete any call type, click the relevant Delete icon.

Editing a Channel

All the channels are listed as displayed on the Channels page.

Follow the steps to edit a channel:

1. Click the Edit icon for the channel you want to edit.

2. Update the fields that you need to change on the Channel tab.

3. If you are done editing, click SUBMIT & CLOSE; else click SAVE & NEXT to edit inform in the next tabs.

4. At any tab, click SUBMIT & CLOSE to complete editing and save information or click PREVIOUS to return to the previous tab.

5. In the last tab, Call Types, click SUBMIT & CLOSE to complete or click PREVIOUS to navigate to the previous tab.

Deleting a Channel Configuration

On the Channel listing page, click the Delete icon on the relevant channel you want to delete. In the confirmation, click OK to confirm deletion.

Copying a Channel Configuration

On the Channel listing page, click the Copy icon on the relevant channel you want to copy.

Exporting a Channel Configuration

On the Channel listing page, click the Export icon on the relevant channel you want to export. The channel configuration information is exported to a txt file saved to your Downloads folder.