CCaaS “Xima Contact Center Client” (“Electron App”) and “Global Portal”

CCaaS “Xima Contact Center Client” (“Electron App”) and “Global Portal”

• We devopled the Xima Contact Center client to help prevent browser limitations regarding disconnects.
  • This application can be installed on the PC and will run outside of the browser
  • This will look and feel the same way as it does when accessing Contact Center via a browser, the only difference is that it will be pointed to the “global portal” as opposed to the individual tenant/URL one might use today
    
    
• If you have a customer or a partner who will need access to the Electron App they can be downloaded from the following links:
  • Prod Electron App: https://ccaas-electron-client.s3.us-west-1.amazonaws.com/xima/Xima+Contact+Center+Setup.exe
  • Staging Electron App: https://ccaas-electron-client.s3.us-west-1.amazonaws.com/xima/Xima+Contact+Center+(Staging)+Setup+1.0.15-staging.exe
    
• The “global portal” is one of the steps to true multi-tenancy
• There are two global portals; Staging and Production
  • These are the respective URLs for each
    • Production  - https://portal.ximasoftware.com/
    • Staging - https://portal.ximasoftware-staging.com/
      
• For a successful login, you’ll need to ensure that you have the correct application downloaded and login exclusively with the email address for that user
  
  

• NOTE: If your email address exists in multiple places, for example, across multiple tenants or is attached to a UC user and/or WebRTC user, it will fail to log you in
• The email address has to be 100% unique and exist in a single location for this to work
  
  

Troubleshooting suggestions:

• If your customer is struggling to login via the electron app, a couple of things to verify
  • First, reference the note above (a unique email address that exists in a single location)
  • Second, to verify that the Electron app isn’t the problem, attempt to login via a browser to the global portal URLs as listed above
  • If you can login via the browser using the same credentials but can’t via the electron app for whatever reason, you may consider an uninstall and reinstall of the electron app, and/or verify that you’re using the proper one (staging vs production)
• Additional Context: At the point of writing this article we have a few features that use the global portal exclusively
  
  • CRM - Our CRM integration, along with the appropriate license, uses what’s called “PartnerCRM” which is embedded as part of the Electron App
    • The CRM features will automatically be installed into the Electron app if the agent you’re signing in with has the appropriate licenses
  • Microsoft Teams - The MS Teams embedded application that sits on the left hand pane within the Teams interface exclusively uses the global portal
    • Again, email address is key. In this instance, the Microsoft user you’re signing into Teams with has to apply this same email address to the respective user within the Contact Center
    • Remember, there is no manual login from Teams into the Contact Center, we are using SSO (Single Sign on) to authenticate and login via the embedded app