Help Center/ Cognitive Engagement Center/ FAQs/ Product Consulting
Updated on 2023-09-26 GMT+08:00
View PDF
Share

Product Consulting

How Do I Fill in the End Date When Submitting the Qualification for a Long-Term Valid Business License?

Enter a date 10 years later than the start date of the business license validity period.

How Long Does It Take for the CEC to Pass the Qualification Review?

Generally, the qualification review takes about three days. If the time expires, you can click Remind to remind CEC operations personnel to review the application.

Why Does the Application for Enterprise Qualification Review Fail?

Check the review comments and failure cause and modify your qualification application as prompted. If you have any questions, contact the CEC operations personnel.

How Do I Purchase and Provision the CEC?

For details, see Releasing the CEC for Commercial Use.

Can a Small Enterprise Use the CEC?

Absolutely. Even if your enterprise is small, the CEC can help you improve the customer service quality more efficiently.

Will There Be Professional Support If a Problem Occurs in a Purchased Product?

We are an excellent team with a strong sense of responsibility. If you encounter any problem during the service period after purchasing the CEC product, we will have professional consultants to answer your questions and help you handle the problems in a timely manner. In this way, the customer service management of your enterprise can maintain the leading level among peer enterprises.

Can I Sign In to the CEC Console of My Enterprise?

After commercial registration is complete, you can enter the address in the email sent by the system to access the CEC Home Page and click Console to access the CEC console.

How Does the CEC Ensure User Security?

For details, click CEC Security Assurance.

How Do I Subscribe to Agents?

After you register a CEC product, access the console and add a call center instance to subscribe to agents. If an agent expires, you can choose to renew or unsubscribe from the agent resource.

Can I Delete My Email Address from My Profile?

You can change your email address, but you must ensure that you have a primary email address in your profile.

Is There a Mobile Version of the CEC?

The CEC is based on the web and does not have the mobile version.

Why Is the Beep Sound Still Played After the 400 Number Applied in the CEC Is Bound to the IVR Flow?

After applying for a 400 number, you need to contact the CEC operations personnel to configure the routing for the 400 number. After the configuration is complete, inbound calls can be connected to the CEC system.

Can CEC Configurations Be Migrated to Another Primary Account?

Numbers and qualifications can be migrated for the CEC product. However, the business configuration data related to the call center instance cannot be migrated. You need to reconfigure the data under the new account.

Can I Set a Member Account to Manage the CEC?

  • Only the primary account can be used to log in to and manage the CEC console. If a member account is required to manage the CEC console on behalf of the primary account, you need to authorize the member account. For details, contact CEC operations personnel. If no call center instance is added for the member account, the member account cannot access the call center login page.
  • If the call center authorizes a member account to configure and manage call center business data on behalf of an administrator, the administrator needs to configure permissions for the member account. For details, see Managing Employees.

What Can I Do If the Number of CEC Users Exceeds the Upper Limit?

Contact the O&M personnel to apply for more agents.

Can the CEC Be Connected to the iOS or Android app?

Currently, the CEC is a web-based call system and cannot be integrated into the mobile phone software.

Why Are the CEC Web Pages Unavailable?

You can check your CEC web pages as follows:

  • Check whether an error message is displayed on the CEC web pages.
  • Restart the CEC web pages and check whether they work properly.
  • Check whether the runtime environment is connected to the Internet.

Why Cannot I Sign In to the CEC Web Pages?

  • The application cannot connect to the server.
    • Check whether the entered server address is correct.
    • Check whether the entered port number is correct.
    • Check whether the Internet works properly.
  • Unknown username.
    • Check whether the entered server address is correct.
    • Check whether the entered username is correct.
  • Incorrect password. Try again.
    • Check whether the entered server address is correct.
    • Check whether the entered username is correct.
  • Your password has expired. Change the password on the web page that is displayed. (The password change notification is sent within 90 days.)
    • Change the password to be different from the current password.

What Is a SIP Trunk?

A SIP trunk is used to set up SIP connections between SIP servers. It uses the server-server connection mode, in which both sides function as servers and ensure their own network policies.

The CEC is connected to the SIP trunk of the number provider. That is, the SBC on the CEC side is connected to the SIP server of the number provider.

Why Is SIP Trunk Connection Required?

SIP trunk connection is required if the CEC needs to be connected to the carrier's core network. After the connection is successful, the carrier can send traffic to the CEC, or the CEC can send traffic to the carrier for the carrier to call personal mobile phones.

What Are SIP Trunk Connection Modes?

  1. Registration mode

    Generally, the carrier provides the registration domain name, account, password, IP address, and port number corresponding to a number. The SBC on the CEC side sends a registration message to the carrier. If the carrier returns a 200 message, the number is registered successfully. Sometimes, the carrier requires that the invite message sent during an outbound call contains the domain name.

    Figure 1 Registration mode

    For example, this connection mode is used to register the number provided in a project in Thailand. The carrier CAT in Thailand provides the account, password, IP address, and port number for the number, and the AudioCodes SBC registers the number. The domain name provided by CAT must be carried in the invite message for an outbound call.

    The following figure shows the AudioCodes SBC configuration page under SETUP-SIGNALING&MEDIA-CORE ENTITIES-Proxy Sets.

    Figure 2 Trunk connection configuration

    The following figure shows the AudioCodes SBC configuration page under SETUP-SIGNALING&MEDIA-SIP DEFINITIONS-Accounts.

    Figure 3 Number registration configuration
  2. IP address trust mode

    The difference between the IP address trust mode and registration mode is that the former has a forwarder between the CEC and carrier. The forwarder and CEC provide local IP addresses and port numbers for each other. The trunk to the CEC and the route to the corresponding number are configured on the SIP server on the forwarder side. The trunk and route to the forwarder are configured on the SIP server (SBC) on the CEC side. In this way, inbound and outbound calls are implemented.

    Figure 4 IP address trust mode

    After the trunks are configured, check heartbeat messages. If the peer end returns a 200 message, the trunk connection is successful.

    The following figure shows the AudioCodes SBC configuration page under SETUP-SIGNALING&MEDIA-CORE ENTITIES-Proxy Sets.

    Figure 5 Trunk connection configuration

    The following figure shows the configuration direction.

    Figure 6 Trunk heartbeat message

What Are Agent Sign-In Modes?

  1. Internet sign-in mode

    Agents can access the A-SBC address exposed by the CEC to public networks through the Internet.

    Figure 7 Internet sign-in mode

    On the agent-side network, the OpenEye uses a media port ranging from 10000 to 65000 and TCP port 5060. Ensure that the ports are enabled and no NAT policy is configured. If the network is disconnected, check policies such as the firewall policy.

    The ports are examples. The actual ports prevail.

  2. Direct Connect sign-in mode

    On a closed enterprise office network, agents can access the CEC on Huawei Cloud through Direct Connect.

    Figure 8 Direct Connect sign-in mode

    Similarly, pay attention to the network connectivity. Ensure that no NAT or other policies are configured (otherwise, the media will be different) and the used ports are enabled.