Platform Settings

You have to configure the settings relating to the platform your Workspace instance integrates with. This section explains settings related to the following platforms:

• Amazon Connect

• Five9

• Finesse

Amazon Settings

If your Acqueon Workspace instance integrates with Amazon Connect, you must complete this section. This helps the Agent logging in to the Amazon Connect agent application see the desktop as configured in this layout.

1. The Enable Media checkbox is the first field you must select / leave unselected. This field manages the media handling within Acqueon Workspace as explained below:

   1. Implementing Virtual Desktop Infrastructure (VDI): In this approach, two Contact Control Panel (CCP) instances are employed for VDI, with one dedicated to signaling and the other managing voice. Use this feature to facilitate this segregation. This checkbox is available only if the Channel is configured as Amazon. By default, Enable Media is selected, allowing both signaling and media to be processed. If you prefer VDI configurations to handle only signaling and call control without transmitting media, disable this option.

   2. CCP Signaling without Media: If you want the CCP signaling to operate without controlling media, disable this option. For instance, when third-party desktops integrate with Acqueon Workspace using Pub/Sub events and have their softphone (already utilizing a CCP for signaling and media handling), deselecting the Enable Media checkbox in Acqueon Workspace becomes relevant.

2. Label for Call controls – Enable this checkbox if you want to display the call control functions for each softphone icon – for example, Ringing, Conference, and more.

3. Enable Multiparty Conference - Select this to enable a call to be conferenced to multiple parties. By default, Amazon Connect allows three participants – the agent, the caller, and another participant (could be another agent or an external person).

4. Enable VDI Platform – This checkbox provides you with an alternate method to enable VDI using a single CCP instance to efficiently route both media and signaling for the VDI framework. In Amazon Connect when using Citrix Virtual Desktop Infrastructure (VDI) environments, along with the Citrix remote desktop app, agents can process audio on their local device and automatically redirect it to Amazon Connect.

   Note

   This option is available for the Salesforce Connector within the Acqueon Workspace Amazon settings. However, as of the current version, this feature is not operational.

5. VDI Platform Value - This is required only if you have selected the Enable VDI Platform checkbox.  Select the VDI Platform Value from the dropdown list. Citrix in the only option available currently.

6. Disable Dialpad – Select this checkbox if you want to disable the agent from dialing manually.

7. Disable Desk Phone – Select this checkbox to prevent an agent switching from the softphone to desk phone. The application hides the desk phone option from the agent.

8. Navigate to the Disposition Settings section to configure how an agent sets a disposition.

   1. Set Disposition - For both Inbound Call and Manual Outbound Call, there are separate checkboxes. Select these checkboxes to allow agents to set Dispositions for these calls.

   2. Outcome Group Name - If you select the Set Disposition checkbox, this field is active, separately for both Inbound Call and Manual Outbound Call. In Acqueon Campaigns, outcome groups are specifically created to handle dispositions for both inbound and manual outbound calls. Acqueon Workspace displays these groups in the dropdown menus of the disposition Widget available to agents. Provide the respective outcome group names for inbound and manual outbound calls. To understand how parent and child outcomes are created in Acqueon Campaigns, refer the relevant section in Acqueon Campaigns documentation.

   3. Set Mandatory Disposition – Select this checkbox, separately for Inbound Call and Manual Outbound call if you want the agent to mandatorily set an outcome. If an agent disconnects a call without setting a disposition, the Clear Call button is not available till a disposition is set.

   4. Clear Call after Outcome – Select this checkbox, separately for Inbound Call and Manual Outbound Call if you want the application to perform one of the following automatically.

      1. Automatically clears the call if a disposition is set during the call, transitioning the agent's state to Available or the next state during the call or the ACW state.

      2. Skips the remaining ACW timer if the disposition is set while in the ACW state, changing the agent's state to Available or next.

         Note

         If you have enabled Block State Change on ACW setting in the admin configuration, it applies to both Inbound and Manual Outbound calls.

9. Enable agent state change at the end of the session – Select this checkbox to allow the agent state to change at the end of the session.

   1. Select Agent State – If you have selected the Enable agent state change at the end of the session checkbox, select a state to which an agent is allowed to move into.

   2. If Current State is – If you select this checkbox, the agent is moved to the Offline state if the agent is in the state that you select in the next field.

   3. Select Agent Status – Select a state that the agent must be to moved to when in the Offline state.

      1. Select All – If you select this checkbox, the agent is moved to Offline at the end of the session whatever the current agent state is.

      2. To move the agent to the Offline state when the session ends in other states, select the appropriate checkbox. Available options are Inbound, Initiate Tethered, NewBreakState, Outbound, Lunch Break, Bio Break, Preview State, Available, and Offline.

         Note

         You can select multiple agent state checkboxes.

10. Session End Timer – This time, in seconds, delays the agent state change at the end of a session, particularly if the agent is on a slow internet connection. For example, if an agent is on a slow internet connection and changes the state to Break, it takes time to reflect on the agent desktop. There is a possibility that a timeout may occur before the change is effected. In such scenarios, when you set 30 seconds as the Session End Timer, the state change happens and prevents a log out.

11. Set Initial Agent State (after login) - Select an agent state from the dropdown list. The agent state changes to what you have set here.

12. Set Initial Agent state – From this dropdown list, select the agent state that will apply to the agent on successful login.

13. Click Save.

Five9 Settings

If your Acqueon Workspace instance integrates with Five9 Virtual Contact Center (VCC), the Five9 Settings tab is viewable. This helps the agent logging in to the Five9 agent application set and manage outcomes for outbound, inbound, and manual inbound calls.

Non-Operative Outcomes

It is mandatory to enter non-operative outcomes for Callback and Do Not Call (DNC). NonOp is non-operative. The field applies to outbound, manual outbound, and inbound calls. This setup enables Five9 to handle call disconnection independently, ensuring that callback and/or DNC outcomes are managed directly within Acqueon Campaigns. Complete the following fields:  

1. NonOp Callback Disposition Name -  As an Administrator, you must create a non-operative disposition for callback and map it to the corresponding Campaign in the Five9 admin application and specify its name here.

   Note

   Do not synchronize this non-operative disposition back to Campaigns. To achieve this, ensure you leave the Outcome checkbox in the Connector configuration (in Five9 admin) unselected for this disposition event.

2. NonOp DNC Disposition - As an administrator, you must create a non-operative disposition for DNC and map it to the corresponding campaign in the Five9 admin application and specify its name here.

   Note

   Do not synchronize this non-operative disposition back to Campaigns. To achieve this, ensure you leave the Outcome checkbox in the Connector configuration (in Five9 admin) unselected for this disposition event.

3. Enable Callback - Select this checkbox if you want to allow an agent to select Callback as one of the Business Outcomes. This is, however, applicable only to inbound and manual outbound calls only.

4. Callback Campaign Name – Type a campaign name in the field activated if you have selected the Enable Callback checkbox. Follow these steps:

   1. Create Inbound and Manual Outbound campaigns in the Acqueon Campaign application.

   2. Ensure that you create two business fields in each of the above campaigns:

      1. first_name

      2. last_name

   3. Type this campaign name in the Callback Campaign name field.

5. Enable DNC - This is applicable only for Inbound and Manual Outbound campaigns. If an agent selects DNC as an outcome, the details are updated to the compliance table in Acqueon Campaigns.

6. DNC Campaign Name – Type a campaign name to mark a contact as DNC in the field activated if you have selected the Enable DNC checkbox. Follow these steps:

   1. Create Inbound and Manual Outbound campaigns in the Acqueon Campaigns application.

   2. Ensure that you create two business fields in each of the above campaigns:

      1. first_name

      2. last_name

7. Click Save.

Cisco Finesse Settings

If your Acqueon Workspace instance integrates with Finesse, you must complete this section. This integrates your Workspace application with Cisco Finesse; agents logging into the Finesse agent desktop see the layout and widgets as configured here.

Complete the following details:

1. Finesse SDK Path - Enter the Finesse Desktop URL provided by the customer to acquire the SDK path. The URL format is https://FQDN:port/desktop/assets/js/

   Replace FQDN and port, if applicable (based on the environment) in the URL with the customer Finesse domain. Example - https://fin126com.mydomain.com:8445/desktop/assets/js

   Note

   Finesse JS SDK is a Cisco-provided JavaScript library for creating custom gadgets and applications for the Cisco Finesse desktop. The file at this location contains the JavaScript SDK files required to integrate with Acqueon Workspace.

2. Handler File Path - This field allows adding the Finesse core library to the Finesse gadget XML to capture Finesse events. Enter the Acqueon Workspace FQDN here. The URL format is : https://FQDN

   Replace FQDN in the URL with the Acqueon Workspace FQDN. Example: https://aw-finesse-apigateway.aecdevops.com

   Important

   If you are upgrading from 3.22.2501 or lower, the Finesse SDK Path and Handler File Path URLs must be replicated in each layout that you integrate with.

   After upgrading to 3.23.2504 or higher, you can use a single Finesse instance with multiple Layouts.

3. Click Save.