UC system settings

In CallGuide Admin, the Agent application | UC system settings menu choice you make certain settings for the UC system your contact center is integrated with.

When a call arrives to CallGuide Agent the operator automatically sees various facts about the caller. In the Unifinder support system, the contact data for the call is completed with information about the searched person, fetched from the UC system that is connected to the CallGuide solution. There the operator can also help the searched person with activitys, changing the extension number for forwarding etc.

Each organisation has its own respective UC system users in its own catalogue. UC systems like Marvin and Touchpoint Plus are furthermore so-called multi-catalogue systems where several different organisations can be handled in one single solution, with their respective users in different catalogues. Which catalogues the operator shall be able to search in, is one example of what to configure in the UC system settings window.

Access rights for administrator, agent and directories

Anyone working in CallGuide Admin, the UC system settings window, requires the Own uc system and directories access function in his access role.

In order for agents and operators to be able to search in the various catalogues via Unifinder the need to be assigned access rights as below.

The agent who will be acting as operator and being able to search in several catalogues requires the Execute operator functions and Execute search in uc system in his access role.

Anyone who shall just be able to search in the main catalogue in the UC system only requires Execute search in uc system in his access role.

The access functions are added to each respective access role, in the User accounts | Access roles window.

In some solutions configuration require elevated user privileges, such as specific access right given via a one-time ticket. Information about these procedures is only given to those who need it, normally accredited personnel within Telia Company.

Different data depending on UC system

The content of the UC system settings... window, and exactly what you can configure, varies depending on which UC system your contact center is integrated with. Therefore, start by selecting UC system and then pick an organisation area from each respective drop-down menu.

In case you have forgotten to configure the necessary system parameters for the selected UC system, you see this as a warning at the top of the window.

CMG

Selecting GMG as a UC system you get extra language options for Activities types, as well as the possibility to configure corresponding activity types in CMG, as described in Activities.

Marvin

In Marvin there can be several different directories to fetch data from, one for your own organisation and others for the other companies the operator is working for.

Configure directory, connection to number plan, and entrance

When you, in the UC system settings window, have selected Marvin, you see the following fields:

Main directory name
Enter the name of the main directory, which is your own organisation’s directory,
Short names and Directory names
Specify the names of any other directory here.
Start with a system unique database name and then continue with the complete name of the address book. The same name must be specified in the interface towards the UC system, CallGuide Presence Adapter.
The directory names you enter in the UC system settings window are seen by the operator in CallGuide Agent, in a multiple choice list to the right of the detail search fields in CallGuide Unifinder. An operator working for several different companies at the same time can choose the directory in which a search shall be made.
Local number plan
A local number plan means that the directory’s extensions can be called internally from your own company’s switchboard, even if the directory should belong to another company, and also if another user in other directories/other companies could have the same number.
Tick the box if the current directory shares its number plan with the switchboard, that is, is part of the same number plan as the main directory. This being so, the operator can use extension numbers to call Marvin users.
- Directory ID
  This is where you enter the ID providing the operator with the rights to search in the specified directory. All companies’ directories within the same Marvin system can have different IDs. For your own main directory it is also required the the operator has a Marvin ID in the User accounts window under the Alias header in CallGuide Admin.

To the bottom right in the UC system settings window, you find Connections to entrances where you connect the various directories to the IVR entrance that each respective company’s calls arrive through. In this way Telia CallGuide can, directly at routing of a call, automatically search and find a user, seen the entrance the call arrived through. What is seen under Entrance must be configured in the IVR and in CallGuide Admin, Routing | Entrances and menu choices. What you can pick from the drop-down menu under Directory name are the directories you have specified in the left part of the window.

Save with OK.

Touchpoint Plus

Telia Touchpoint Plus is a cloud based PBX, which also includes UC functions, such as attendant message, chat and sms. To be able to search for user data in Touchpoint Plus, via CallGuide Agent’s Unifinder support function, it is required to configure the catalogue(s) in Touchpoint Plus as described below.

In order for attendant messages, or activities, to function you must, as administrator, have configured a mapping between CallGuide Activities and corresponding Touchpoint Plus activities. In order for an activity that the agent sets in CallGuide Agent to take effect in Touchpoint Plus it is also required that the relevant agent has got a Touchpoint Plus alias in CallGuide Admin user accounts. However, agents can search for data via Unifinder without having this mapping towards Touchpoint Plus.

When searching for people via Unifinder Touchpoint Plus can only return a hard coded number of records, i.e the value in the ufSearchMaxRecords system parameter is ignored in some cases.

If the solution is of the Multitenant type, which you can see in the systemType system parameter, each organisation area that will be using the attendant message/activity integration towards Touchpoint Plus must have a domain that corresponds to a company identity in Touchpoint Plus.

In order for agents and operators to be able to find names phonetically in CallGuide Agent’s Unifinder support function, the following five system parameters must be set:

phoneticCWPassword
phoneticCWUserName
phoneticSearchEnabled
phoneticServiceEngineSwitch
phoneticServiceEngineUrl

In the description of these system parameters login to CallGuide ClusterWare is mentioned.

CallGuide ClusterWare is a system joint platform for various applications, of which one is CallGuide Service Engine.
CallGuide Service Engine provides different web services, and some of them are used by CallGuide Interface Server.
CallGuide Interface Server tracks which Touchpoint Plus directories each respective organisation can use for phonetic search.

Consequently, to make phonetic search function you also require access to CallGuide ClusterWare, which in turn requires that the system wanting to use the platform can identify itself, with password.

Configure directories and access ID

When you, in the UC system settings window have selected Touchpoint Plus you see the following fields:

Main directory name and Main directory ID
This is where you enter the name of your organisation’s main directory and its ID number.
Access ID for main directory and Access password for main directory
This is where you enter the ID and password providing the operator with acces rights to search in the named directory. Furthermore, all Touchpoint Plus users should have an ID in CallGuide Admin’s User accounts window under the Alias title.

In the bottom part of the window Other directories are configured with:

Shortname and Directory name
This is where you specify the names of any other directories.
Start with a system unique database name and then continue with the complete name of the directory. The directory names that you enter in the UC system settings window, are seen by the operator in CallGuide Agent, in a multi selection list to the right of the detail search fields in CallGuide Unifinder. The operator working for several different companies at the same time, can choose in which directory a search shall be performed.
Local number plan
Local number plan means that the directory extensions can be called internally from your own company’s switchboard, even if the directory should belong to another company, and also if another user in other directories/other companies could have the same number.
Tick the box if the current directory shares its number plan with the switchboard, that is, is part of the same number plan as the main directory. This being so, the operator can use extension numbers to call Touchpoint Plus users.

Under Connections to Entrances you connect the various directories to the IVR entrance through which each respective company’s arrive. In this way Telia CallGuide can, directly at routing of a call, automatically find users, from the entrance the calls has arrived through. What you see under Entrance must be configured in the IVR and in CallGuide Admin, Routing | Entrances and menu choices. What you can pick from in the drop-down menu under Directory name are the directories you have entered in the left part of the window.

Save with OK.