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Customer Portal Config Requirements

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  1. Create or configure virtual agents.

    Note

    LiveVox is required to configure virtual agents.


  2. Set the Service ACD mode to Agent Call Out.
  3. Set Service Groups for virtual agents to LONGEST_AVAILABLE_AGENT.
  4. Create term codes to support transfers to human agents.
  5. Create term codes for virtual agents to complete calls.
  6. Load contacts into the Contact Manager.
  7. Update contact flows to validate inbound customer calls against the Contact Manager.
  8. Configure the virtual agent desktop with the data required for the virtual agent screen popup.
  9. Configure the agent phonebook to allow the virtual agent to transfer calls to a human agent.

Sample Session Initiation Protocol (SIP) INVITE

Panel

Request-Line: INVITE sip:+18995020989@10.201.17.208:5070 SIP/2.0

Message Header

To: sip:+18995020989@10.201.17.151:5070
Contact: <sip:10.201.17.151:5060;transport=udp>
Call-ID: 5e5842d2-0000-31a50cbf-5959b2c7-a384d582@10.201.17.151
CSeq: 13096450 INVITE
Content-Length: 174
Content-Type: application/sdp
From: <sip:+19192109237@10.201.17.151:5060>;tag=telstage-20f7cc4e-5e5842d2
X-Lv-Destination-Ip:
Lv-transaction-id: 55662935337
Lv-agent-login-id: VIRTUAL_AGENT_1
X-Lv-Destination-Port: 5060
Session-Privacy: no
Carrier-Name: tmis
Session-ID: U56AT5E5842D2@10.201.17.151
Pool-Name: carrierinbound
Allow: INVITE, ACK, CANCEL, BYE, REFER, NOTIFY, OPTIONS, INFO, REGISTER, SUBSCRIBE, MESSAGE, UPDATE
Session-Expires: 1800;refresher=uac
Supported: timer
Max-Forwards: 69
Via: SIP/2.0/UDP 34.239.4.184:5070;branch=z9hG4bK938f.899d3507.0


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