On Premises

Install CallMe

Note: An Enterprise license or higher is required to access these features.

Installation

  1. Download and unzip the latest version of the CallMe The CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs. software on the 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. server.

  2. Open the properties.ps1 file with Notepad or another editor (like Notepad++).

  3. Edit these parameters:

    1. AppId = Name of the UCC
    2. CallMeId = Name for the new CallMe application
    3. CallMePort = Unique port for the application
    4. domain = Domain of the service account
    5. account = Accountname of the service account
    6. SipDomain = SipDomain for the Application Endpoints
    7. AppPoolName = Pool of the Anywhere365 server

    $AppId = "UCC name"

    $CallMeId = "callme_[succ]"

    $CallMePort = 8686 (or any other available port)

    $domain = "domain"

    $account = "admin user"

    $SipDomain = "domain.com"

    $AppPoolName = "fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]"

  4. Run the Windows PowerShell as Administrator

  5. Navigate to the installation folder.

  6. Run the InstallCallMe.ps1 script.

  7. Enter the administrator password for the account you have given in step 3.

  8. Let the script run and finish.

  9. Navigate to the UCC settings page and go to the Endpoints section.

  10. Choose “new item” to create a new endpoint for the CallMe extension.

  11. Fill in the parameters as below, where the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address is [Appid]_ [CallMeId]@[domain.com] from step 3 and the modality 'CallMe' has to be filled in by hand.
    You also have to choose if you want to caller to be redirected to a certain Skill or that you want the caller to step in the IVRQuestions by filling in a ParentQuestion.

  12. Open Services.

  13. Restart the UCC.

  14. Start the CallMe Service

 

Configure CallMe for WebChat

Configure CallMe for Webchat