Configure Timeline
A part of the attendant that can be used is the Timeline.
Setup Timeline
Prerequisites
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Make sure the Attendant is connected to a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..
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Make sure the UCC is writing to the SQL database:
- Setting "CDRConnectionString" connected to a SQL database
- Setting "UseCallDetailRecording" is true.
- Setting "UseStatistics" is true
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Make sure the webservice url is trusted (change ucc.domain.com)
CopyRegistryWindows Registry Editor Version 5.00
;Start Office v15.0 settings
[HKEY_CURRENT_USER\Software\Microsoft\Office\Lync\Security\Trusted Sites\ucc.domain.com\]
"http"=dword:00000001
"https"=dword:00000001
;End Office v15.0 settings
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Make sure the UCC has a context channel with the user, this can be done in two ways;
- With plugin:Learn More
- Without plugin: Learn More
Setup with plugin
Make sure there is a plugins deployed. Either use the given manual or check the plugins.
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Go to the UCC Setting page.
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Open the Settings list.
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Add the setting "UseCRM" with value true
Note
Make sure
UseTimeline
is false or not in the settings list. -
Restart the UCC
Setup without plugin
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Go to the UCC Setting page.
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Open the Settings list.
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Add the setting "UseTimeline" with value true
Note
Make sure the UCC is not using a plugin with the setting
UseCRM
-
Restart the UCC