Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ Configuring AICC Information
Updated on 2024-10-12 GMT+08:00
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Configuring AICC Information

A tenant administrator can configure the Telegram channel for customers to access.

Prerequisites

  • You have contacted the system administrator to obtain the app key and app secret of the app that has subscribed to the ccmessage_telegram_north_v1.0.0, telegram_north_v1.0.0, and file_donload_get-v1.0.0-manual - v1.0.0 APIs and bound to the tenant space for which the Telegram channel needs to be configured on the Configuration Center > Expansion and Integration > API Management > APP Service > APP Management page.
  • You have contacted the system administrator to set ApiFabric interface Address to the IP address and port number of the API Fabric under Configuration Center > System Management > System Parameter > System parameters > Service Channels > Common. The format must be IP address:Port number.
  • You have submitted an application to the system administrator to add the IP address and port number for logging in to the system frontend to the address trustlist. The value must start with https://, for example, https://*.*.*.*:28090. A domain name is not supported for this channel.
  • You have obtained the authentication certificate provided by the API Fabric and the identity certificate of the current system, and have uploaded them by referring to Managing Certificates. To obtain the authentication certificate, perform the following steps:
    1. Contact O&M personnel to log in to the system backend and run the following command on the active container node to generate a certificate: 
      openssl s_client -showcerts -connect IP:28090 </dev/null 2>/dev/null|openssl x509 -outform PEM >mycertfile.pem

      Set IP to the IP address for logging in to the system frontend or the IP address of the server where the NSLB is located.

    2. Convert the certificate format to obtain the authentication certificate. 
      openssl x509 -in mycertfile.pem -outform der -out mycert.cer
  • You have installed the Telegram software.

Context

If the app ID and app secret provided by the API Fabric are changed, you need to modify the involved Telegram channel as follows: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Edit in the Operation column corresponding to the involved channel, and update the values of APP Key and APP Secret.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
  2. Click Newly created. The Configure Channel page is displayed.
  3. Set channel information parameters.

    Table 1 Channel information parameters

    Parameter

    Description

    Channel Selection

    Select Telegram.

    APP Key

    App ID information obtained from the API Fabric, which is the AK.

    APP Secret

    App secret information obtained from the API Fabric, which is the SK.

    BaseUrl

    IP address and port number for logging in to the system frontend. The value must start with https://, for example, https://*.*.*.*:28090. A domain name is not supported.

    Trust certificate

    Authentication certificate of the API Fabric, which has been uploaded in Managing Certificates.

    Identity certificate

    Identity certificate of the current system, which has been uploaded in Managing Certificates.

  4. Set basic configuration parameters.

    Table 2 Basic configuration parameters

    Parameter

    Description

    Channel Name

    The channel name must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

    OU Configuration

    Select an OU created in Configuring OUs to assign it to channel resources.

    Skill Queue

    The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes.

    Keyword for Transfer to Agent

    Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service.

    NOTE:

    If the intelligent robot is enabled, this parameter must be set.

    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 days are set on the Configuration Center > Workbench Configuration > Service Time page.

    Non-Working Time Notification

    When a customer call is connected to an agent in non-working time, this message is displayed to notify the customer that the agent is in rest state.

    More

    Last Agent Mode

    For details, see How Do I Enable the Last Agent Mode?.

    Session End Due to No Customer Reply

    For details, see How Do I Set Session End Due to No Customer Reply?.

    Session Transfer Due to No Agent Reply

    For details, see How Do I Set Session Transfer Due to No Agent Reply?.

    Session Transfer

    For details, see How Do I Set Session Transfer?.

    Offline Messages

    For details, see How Do I Enable Offline Messages?.

  5. Set robot configuration parameters.

    Table 3 Robot configuration parameters

    Parameter

    Description

    Connecting to the Intelligent Robot

    For details, see How Do I Enable Connection to the Intelligent Robot?.

    Access Robot Assistant

    For details, see How Do I Enable Connection to the Robot Assistant?.

  6. Click The next step. The Channel Integration page is displayed.

    View and copy the value of url used to send message to agent to the local PC.

  7. Use the Telegram software to generate a token.

    1. Use any account to log in to Telegram.
    2. Search for @BotFather and add it as a contact.

    3. Send the /newbot command.
    4. Send the robot name AICCCustomize_TWbot.

      The value must end with bot.

    5. Save the generated token.

  8. Set the callback URL for message forwarding.

    Invoke the https://api.telegram.org/botToken/setWebhook API.

    Token: Enter the token generated in 7.

    Request parameter: Enter the value of url used to send message to agent obtained in 6.

Follow-up Procedure

Export channel information.

  • All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
  • A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
  • If no channel is selected, all channel information is exported by default.
  1. Return to the channel list.
  2. Select the new channel and click to export the channel information.
  3. Click and confirm that Status of the export task is Success.
  4. Click Download to obtain the exported channel information.