Integrating the OpenEye Softphone in the Agent Web System for Calls with Customers

Context

An agent integrates the OpenEye to register and control calls without manually logging in to the OpenEye.

Currently, only the voice and video workbench supports this function.

Prerequisites

• The tenant status is normal, and the WebRTC feature is not enabled.
• The OpenEye has been installed on the agent's local PC but has not been started.
• The agent has not set Fixed-Line Number/Agent Mobile.

Procedure

1. Sign in to the AICC as an agent, click the business account in the upper right corner, and select Personal Center from the drop-down list.
2. Click the Agent parameters tab.
3. Set Whether to integrate the OpenEye on the web page to Yes.

   The options are as follows:

   • No
   • Yes
   • Consistent with the tenant level

   If this parameter is set to Consistent with the tenant level, the value of the tenant parameter Integrate OpenEye in Web System is used, which must be set to Yes.

4. Click Save.
5. Click Sync.
6. Sign out as the agent and refresh the page.

   The message "The OpenEye is initialized successfully." is displayed.

Verification

1. Click on the page as an agent.
   If the automatic registration fails, click on the connection bar and click Register. After the softphone is manually registered, is displayed.

   

   • When the agent signs out, the OpenEye logs out at the same time.
   • After the agent signs out, the softphone status changes to unregistered.
   • is displayed if the softphone fails to be registered, or the softphone is registered successfully and then deregistered.

2. Commission the voice or video call successfully.