Help Center/ Cognitive Engagement Center/ Development Overview/ Development Preparations/ Obtaining Tenant Space Information
Updated on 2024-03-05 GMT+08:00
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Obtaining Tenant Space Information

  1. Contact operations personnel to obtain the following information:

    • AKs and SKs corresponding to API Fabric interfaces

      In the CEC open services, the web customer service interface, mobile bidirectional call interface, and agent information query interface provide services for external systems through the API Fabric. Therefore, you need to obtain the corresponding AKs and SKs for subsequent development.

    • AKs and SKs corresponding to CC-CMS, CC-FS, and CC-iSales interfaces

      In the CEC open services, agent monitoring (CC-CMS), CDR and recording file offline download (CC-FS), and outbound call management (CC-iSales) interfaces use their own AKs and SKs for authentication. Therefore, you need to obtain the corresponding AKs and SKs for subsequent development of the corresponding services.

    • ID (ccid) of the call center to which the tenant space belongs

      The invocation of interfaces (such as CC-CMS interfaces) requires the value of ccid. Therefore, you need to contact operations personnel to obtain the value in advance. Generally, the value of ccid is 1.

    • URL of the interface provided by the CC-Gateway for external systems

      This interface is used when you need to develop your own agent system and module (connection bar) for agents to answer and handle calls.

  2. Sign in to the CEC as a tenant administrator and choose Configuration Center > System Management > Tenant Information.

    Record the following information, which will be used in subsequent development.

    • VDN ID
    • Tenant Name
    • TenantId

  3. Choose Configuration Center > System Management > Tenant Information and check whether the resources purchased by the current tenant space can support integration development. If no, contact the O&M administrator to determine whether more resources are required.

    Integration Capability

    Resource Requirement

    Voice agent

    The values of Voice Agents and Max. Concurrent Voice Calls must be greater than 0.

    Video agent

    The values of Video Agent Quantity and Max. Concurrent Video Calls must be greater than 0.

    Mobile agent

    Mobile Agent/One-Click Bidirectional Call in the Feature area is set to .

    Text chat through multimedia channels

    The value of Number of Multimedia Agents must be greater than 0.

    Common IVR

    The value of IVR Channel Quantity must be greater than 0.

    If the function of playing announcements by using variables is required, the value of TTS Quantity must be greater than 0.

    Intelligent IVR/Chatbot

    Choose Configuration Center > Flow Configuration > Intelligent IVR (if available) and check whether the corresponding page can be displayed. If yes, the intelligent IVR feature is enabled, and you can configure chatbot script flows.

    If the voice chatbot function is required, the values of TTS Quantity and ASR Quantity must be greater than 0.

    Intelligent recognition
    • The intelligent IVR feature is enabled. For details, see the description in the previous row.
    • Intelligent Recognition in the Feature area is set to .

  4. Choose Configuration Center > Employee Center > Agent Management and obtain the agent ID, platform sign-in password, and softphone registration password.

    After a skill queue for handling inbound calls is configured for an agent, a platform employee ID (different from the account for signing in to the CEC) is allocated to the agent. After the agent signs in using the platform employee ID and sets the agent status to Idle, the agent can handle inbound calls.

    To develop your own agent system, you need to obtain the platform employee ID and password of the agent. The password is automatically generated by the system. You need to reset the password for the agent to use the new password to sign in through interface invocation.

    The information in the red box in the following figure indicates the platform employee ID.

    1. Click Batch Configure.
    2. Click +, select the required agents, and click OK.

    3. Enter a new password and the current account password, and click Submit.

    4. Return to the Agent Management page, select the required agents, click Reset Softphone Password, and click YES in the dialog box that is displayed.
    5. Enter a new softphone password and the current account password, and click Complete.

Parent topic: Development Preparations