Making the First Call

This document provides guidance for tenants to perform basic operations in the AICC for the first time.

1. Use the enterprise tenant administrator account and password and enter the verification code to sign in to the AICC. For details about the account information, see the email sent by the Huawei operations team.

   Change the password as prompted upon the first sign-in.

   

2. Choose Configuration Center > Access Configuration > Called Route, click New, add the skill queue to which called numbers are routed, and click Complete.

   

3. Install the OpenEye softphone.
   1. Obtain the softphone installation package from the operation personnel. The agent installs the softphone software as prompted.

      

   2. After the installation is complete, double-click on the desktop to start OpenEye.
   3. Click . The Settings page is displayed.

      

   4. Choose Server, select LoginServer0 from the Server drop-down list, and configure the server information.

      

      

      The information in the red box is the default information. Set the IP addresses and port numbers as prompted.

   5. Set IP and Port to the softphone SIP address in the tenant provisioning email, and click OK. The login page is displayed.
      • If two registration server addresses exist and the OpenEye does not support the pool networking, set the first registration server address, as shown in the following figure.

        

      • If two registration server addresses exist and the OpenEye supports the pool networking, enable Pool and set the two registration server addresses, as shown in the following figure.

        

4. View the softphone number.
   1. Return to the AICC, choose Configuration Center > System Management > Agent Information, view the softphone number in the Registration Info area.

      

   2. Use the softphone number and password to log in to the OpenEye. Enter the softphone password obtained in the registration notification email.
      

      • Each agent has only one softphone number and can use only this softphone number.
      • If the unified softphone number authentication feature is enabled for the tenant, the agent authentication mode is set to unified authentication, and the agent parameter Whether to integrate the OpenEye on the web page to Yes, a softphone can be automatically registered without a softphone password.

      

5. Answer a call.

   The agent signs in to the portal system using the business account and password.

   

   Obtain the default password for a new user from the email sent by operations personnel.

   1. Choose on the top of the page. If the agent status after the sign-in is Wrap-up, click next to Wrap-up and select Idle.

      Only idle agents can answer inbound calls.

   2. When the softphone rings, click Answer to answer the call.

      When a call comes in, the softphone on the agent side rings, and the call is automatically connected. The agent can also click Answer before the call is automatically connected.

      

   3. Click Answer or wait for the call to be automatically connected.
   

   The agent enters the Talking state, and the softphone displays a message indicating that the agent is answering a call.