Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ Configuring the 5G RCS Channel
Updated on 2024-10-12 GMT+08:00
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Configuring the 5G RCS Channel

A tenant administrator can configure the 5G RCS channel for customers to access.

Prerequisites

  • You have obtained the authentication certificate provided by 5G RCS and uploaded it in Managing Certificates.
  • After you enter information on the chatbot service platform (CSP) portal or provide enterprise information offline for chatbot registration, the CSP submits an application to China Mobile. After the application is approved, the CSP allocates the chatbot address, app ID, and app secret for enterprise access.

Context

If the chatbot address, app ID, and app secret provided by 5G RSC are changed, you need to modify the involved 5G RCS 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 Chatbot Address, App Id, 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 5G RCS.

    Chatbot Address

    Unified service address of industry messages. The client can display all notifications based on this address.

    App ID

    App ID allocated by the developer market.

    App Secret

    Password allocated by the developer market to the app access key.

    Certificate File

    Select the uploaded 5G certificate.

  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 and go to the 5G RCS configuration page to configure the URL.

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.