Enabling the Online Customer Service Function in the CEC

1. Sign in to the CEC as a tenant administrator.
2. Add a multimedia skill queue.

   Choose Configuration Center > Employee Center > Skill Queue. Figure 1 shows the page for configuring a multimedia skill queue. If you need to enable the click-to-dial function, also configure a click-to-dial skill queue. Figure 2 shows the page for configuring a click-to-dial skill queue.

3. Click New and set parameters based on Table 1.
   Figure 1 Page for configuring a multimedia skill queue
   
   Figure 2 (Optional) Page for configuring a click-to-dial skill queue
   

   Table 1 Parameters for configuring a skill queue

   Parameter	Mandatory or Not	Description
   Skill Queue Name	Yes	The value can contain a maximum of 20 characters and cannot contain spaces.
   Max. Waiting Time (s)	Yes	The default value is 60. The unit is second. The value ranges from 1 to 60000.
   Max. Calls in Queue	Yes	The default value is 100. The value ranges from 1 to 10000.
   Description	Yes	The value can contain a maximum of 50 characters.
   Type	Yes	The options are as follows: Voice: A voice skill queue handles voice businesses. Multimedia: A multimedia skill queue handles multimedia businesses. Video: A video skill queue handles video businesses. Voice Click to Dial: A voice click-to-dial skill queue is used together with multimedia businesses. During a text chat with an agent, a customer can directly make a voice call to the agent. Video Click to Dial: A video click-to-dial skill queue is used together with multimedia businesses. During a text chat with an agent, a customer can directly make a video call to the agent. NOTE: Click-to-dial skill queues can be used only in the web channel. The default value is Voice.
   Duration (s) in Arranging State	Yes	Duration during which an agent is in wrap-up state after a call ends. The default value is 5. After this duration, the agent enters the idle state and can answer calls from customers. The value ranges from 0 to 3600.
   Skill Parameter Configuration	No	Personalized configurations, which are the handling policies when a customer calls a skill queue and the call cannot be connected. The parameters are as follows: Skill Timeout Process Method: Handling policy when queuing times out because no idle agent can answer the call. Release (default) Transfer Device Type: If Process Method is set to Transfer, you need to configure the skill queue or IVR flow to which the call is transferred. Skill Queue IVR Skill Busy Process Method: Handling policy when the customer is queuing because no idle agent can answer the call, or the number of queuing customers exceeds the upper limit. Release (default) Transfer Device Type: If Process Method is set to Transfer, you need to configure the skill queue or IVR flow to which the call is transferred. Skill Queue IVR Skill NoAgents Process Method: Handling policy when no agent can answer the call because no agent is on duty. Release (default) Transfer Device Type: If Process Method is set to Transfer, you need to configure the skill queue or IVR flow to which the call is transferred. Skill Queue IVR Queuing and waiting configuration: When a customer needs to wait in a queue after making an inbound call, a voice can be played to optimize the customer waiting process. Queuing Method Default Wait Tone Customizing the Wait Tone IVR Keeping and waiting configuration: When a call needs to be held and the customer needs to wait, a voice can be played to optimize the customer waiting process. Keeping Method Default Keeping Tone Customizing the Keeping Tone Skill AnswerMode: After an agent answers a call from a customer, the employee ID of the agent can be played to the customer. Answer Type Report employee ID Report no voice NOTE: Calls in voice, video, and click-to-dial skill queues can be transferred to IVRs or skill queues. Calls in multimedia skill queues can be transferred only to skill queues. The skill queue to which a call is transferred and the skill queue that is created must belong to one type. The waiting tones can be set only for voice and video skill queues. Click-to-dial skill queues are not supported.

   1. Click Complete.

4. Configure a multimedia called route.
   1. Choose Configuration Center > Access Configuration > Called Route.
   2. Click New to add parameter information for the VDN and click Complete, as shown in Figure 3. Table 2 describes the parameters. If you need to enable the click-to-dial function, also configure a click-to-dial called route.
      Figure 3 Page for configuring a called route
      

      Table 2 Parameters for configuring a called route

      Parameter	Mandatory or Not	Description
      Access Code	Yes	Customer service hotline. Customers can dial the access code to connect to agents. Click to select an access code, for example, a multimedia access code, from the list in the dialog box.
      Extension Code	No	To set one access code for multiple destination devices, you can configure extension codes. For example, if the access code is 12345, you can add extension code 1 to route calls to skill queue A and extension code 2 to route calls to skill queue B. In this way, customers can dial 123451 to directly access skill queue A.
      Device Type	Yes	Select Skill Queue to configure a called route of the skill queue type.
      Skill Queue	Yes	Associate the skill queue created in Step 3. Skill Queue: Click to select a skill queue from the list in the dialog box. The type of the skill queue is the same as that of the access code. For example, if you select a multimedia access code, all available skill queues are of the multimedia type.

5. Configure a business account and skill queue.
   1. Choose Configuration Center > Employee Center > Agent Management.
   2. Select an agent and click Configure in the Operation column. The agent information configuration page is displayed.
   3. Associate a business account and skill queue with the agent. If you need to enable the click-to-dial function, also associate a click-to-dial skill queue.
      Figure 4 Page for configuring agent information
      

      Table 3 Parameters for configuring agent information

      Parameter	Mandatory or Not	Description
      Platform Role	Yes	Agent role. This parameter is mandatory. Common agent: This role can answer or transfer inbound calls from customers. Quality checker: This role can intervene in calls between common agents and customers. For example, this role can perform operations, such as insertion, interception, and forcible busy state setting, to coach and supervise agents' handling of inbound calls. Callout agent: This role can answer, transfer, or reject inbound calls from customers.
      Agent Type	Yes	Agent type based on the businesses that can be handled. This parameter is mandatory. Audio agent Video agent Multimedia agent Versatile agent
      Agent Mobile/Fixed-Line Number	No	Mobile number or fixed-line phone number used by an agent.
      Account	Yes	Employee account. For details, see Managing Employees.
      Intelligent Recognition	No	Whether an agent is an intelligent agent. By default, this switch is turned off. In addition to basic voice control functions, intelligent agents support real-time ASR and related intelligent recommendation functions. Before turning on this switch, ensure that the number of agents for which intelligent recognition is enabled does not exceed the number of intelligent agents allocated when the tenant is created.
      SinglePhone Agent Recognition	No	After this switch is turned on, an agent can dial a specified access code to access an IVR flow, press a key as prompted to enter the employee ID and password to sign in, and answer calls on a mobile phone. When this switch is turned on, system O&M personnel need to customize the single-phone agent process for the tenant based on the platform, and the tenant needs to provide number resources for accessing the single-phone agent process.
      Agent Number Anonymization Flag	No	Flag for a third party to mark whether an agent has the anonymization feature. This is not a feature switch. The anonymization feature enables agents to customize the calling number displayed on the user side (the calling number displayed to the user) and the calling number displayed on the agent side (the calling number displayed to the customer manager).
      Select Skill Queue	Yes	Skill queue of an agent. When selecting multiple skill queues, set them to the same media type except for versatile agents. For example, set them to Audio agent or Multimedia agent. NOTE: If Agent Type is set to Video agent, the corresponding number of video agents must have been applied during tenant resource application. If Agent Type is set to Multimedia agent, the corresponding number of multimedia agents must have been applied during tenant resource application. If Agent Type is set to Versatile agent, the corresponding number of versatile agents must have been applied during tenant resource application. To add more business accounts, choose Configuration Center > Employee Center > Employee.

   4. Click Submit. The business account and skill queue are associated with the agent ID.
   5. (Optional) Click Batch Configure. On the agent information configuration page that is displayed, configure agent information in batches.
      Figure 5 Page for configuring agent information in batches
      
      • Batch Select: Select agents to be configured by employee ID or employee ID segment.
      • Agent Info Configuration: Set parameters by referring to 5.

6. Configure the web channel.
   1. Choose Configuration Center > Access Configuration > Channel Configuration.
   2. Click New, set Channel Access Code, select WEB, and click Next to enter the page for configuring the web channel.
   

   The channel access code must be unique. The code can contain only letters, digits, and underscores (_), and must start with a letter or an underscore (_).

   3. Set the web channel parameters shown in Figure 6 based on Table 4. If you need to enable the click-to-dial function, configure CTD Called Party Configuration and Click-to-Call Skill Queue on this page.
      Figure 6 Web channel configuration page
      

      Table 4 Web channel parameters

      Parameter	Description
      Common Configuration
      Info Configuration	Set the following parameters: Skill Queue: The options are all multimedia called parties of the current tenant space. Select an option as required. Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the HTML5 client, chatbot service is switched to manual service. NOTE: If the intelligent chatbot is disabled, you do not need to set this parameter. CTD Called Party Configuration: The options are all voice and video agents and IVRs of the current tenant space. Click-to-Call Skill Queue: If CTD Called Party Configuration is set to Audio and video agent, you need to configure the related skill queue. Click to obtain the IVR access code: If CTD Called Party Configuration is set to IVR, you need to configure the IVR access code.
      Dialog End Method	This function is disabled by default. If it is disabled, the default timeout period is 20 minutes. If it is enabled, set the following parameters: Prompt Interval for No Reply (min): If a customer does not reply on the client within this period, the session is disconnected. Conclusion: The system sends an end reminder after the session is disconnected.
      Third-party authentication key	This function is disabled by default. If it is enabled, set secretKey. This parameter is mandatory when the authorization signature authentication mode is used.
      Agent Work Time	Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-Working Time Notification: Notification displayed when a customer calls in non-working time.
      Queue reminder	Set the following parameters: Queue reminder interval (seconds): This parameter is mandatory. The default value is 10. Queue reminder content: Notification displayed if a customer is in a queue after making an inbound call.
      Chatbot Configuration	This function is disabled by default. If it is enabled, customers are preferentially connected to the chatbot. Set the following parameters: Change Avatar: Chatbot avatar. Name: Chatbot name. Gender: Chatbot gender. Chatbot Access Code: Chatbot access code configured in the intelligent IVR. Default reply: Customized reply displayed when the chatbot cannot recognize the intent of a customer. Timeout reply: Customized reply displayed when the session with a customer times out. Prompt for transfer to agent: Customized prompt message indicating that chatbot service is switched to manual service. NOTE: If you want to enable the chatbot function to allow customers to chat with the chatbot, configure the chatbot based on the required chatbot type. For details, see Configuring Intelligent IVR.
      Robot Assistant Configuration	This function is disabled by default. If it is enabled, the chatbot assistant is enabled on the agent side. Assistant Access Code: Chatbot access code configured in the intelligent IVR. SilentAgent Skill Queue: The options are all multimedia called parties of the current tenant space. Select an option as required.

   4. Click Save And Proceed To The Next Step. The Integration instructions page is displayed.

7. (Optional) On the Integration instructions tab page, click Try. On the page that is displayed, set customer information to simulate the dialog window on the customer side.

   Verify that customers can chat with agents or the chatbot through the current channel.

   1. Click Try, and click in the lower right corner of the page that is displayed. The Online Customer Service dialog box is displayed. The online customer service has two chat modes:
      1. If Connect to Chatbot is enabled, customers are connected to and chat with the chatbot by default. If the chat content entered by a customer contains a keyword that can be recognized by the chatbot, the chatbot recognizes the keyword and replies to the customer.
      2. If Connect to Chatbot is disabled, customers are automatically connected to and chat with online agents. Click Sign In on the CEC to sign in as a multimedia agent, and choose Online Chat Workbench. The workbench of the current session is displayed. After a customer is connected, you can chat with the customer online.
         

         When chatting with the chatbot, the customer can click Transfer to Agent or enter content that contains any of the keywords specified by Keyword for Transfer to Agent to switch from the chatbot to an agent. (Keyword for Transfer to Agent can be set in Step 6.) However, the customer cannot switch to the chatbot or another agent when chatting with an agent.

   2. In the Online Customer Service dialog box, enter the chat content, click Send, and check the reply of the chatbot or agent.
   3. (Optional) Click and choose Evaluation to comment on the customer service, including the satisfaction rating and evaluation content, as shown in Figure 7. Click Confirm to submit the evaluation.
      Figure 7 Comments page
      
      

      Customers can evaluate the agents who chat with them. During or after a chat, the customer can evaluate the service of the agent at any time. The last evaluation is used.

After the channel configuration is complete, record the channel ID, which will be used during token authentication API development and page integration.