We at Xima Software understand that the recent events have caused a change in work dynamics for many to shift to a work-from-home environment. This article will go over the options supported for Chronicall Multimedia / ACR Contact Center to function when working remotely.
- Note: Call Twinning and Call Forwarding do not function with Chronicall/ACR and are not supported by Xima.
- The best-case scenario to ensure that Multimedia (Contact Center) is properly routing and functioning is to use a softphone and VPN combination for remote agents
- Here is an article on configuring IP Office and Chronicall/ACR when you will be using Avaya Communicator/IX Workplace(softphones)
- Setting up the VPN will be the responsibility of your network team
- Alternatively, on version 3.12 and above we support using SSL to connect to Chronicall/ACR
- Here are some articles to assist in setting Chronicall/ACR up for SSL: Setting up SSL/TLS.
- For Chronicall/ACR 4.0 and above you can use WebRTC: Setting up Chronicall to use WebRTC
- A Public IP address for your Chronicall or ACR server will also work but does require additional configuration by your network team.
- Lastly, if you are having issues with Realtime events due to working from home, you can turn on "Always Stay Logged In" for your affected users
- This can help sync up Realtime events better between the PBX and Chronicall/ACR
Troubleshooting
- Note: If you are on 4.4.2(ab) or earlier, there was a bug where if a user would go into DND before logging out of a soft phone, they will show logged in again after a refresh of users and groups. An update is recommended if you experience this issue. This issue is fixed on 4.4.2(ac) and newer.
- IP Office needs to be on version 11.1.1.0.0 or later
- Set Ext. Login Parsing Mode to Phone State (see below on how to access that)
- You can try adjusting the Ext. Login Parsing Mode depending on your phone type, and then refresh users and groups if the agent state does not look correct.
- NOTE: Please proceed with caution, you do not want to touch anything else in the hidden advanced settings.
- In Admin (System) > System Settings > Hold Shift and click Advanced Settings to access the hidden advanced settings.
- You can select Legacy (hard phone), Soft Phone, Soft Phone Strict, Hybrid Mode, and Phone State.
- Refresh users and groups in Chronicall / Avaya Call Reporting if any changes were made.
- Set Poll Refresh User Data in the Hidden Advanced Settings to at least 5 seconds for the affected user, so Chronicall / ACR will keep pinging IP Office for the agent state.
- NOTE: Please proceed with caution, you do not want to touch anything else in the hidden advanced settings.