Sky Networks Wiki - User contributions [en]

How To Stop Sky DANCE From Sending Out Push Notification to An Endpoint

2020-10-05T15:27:35Z

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Click Here to return to the Frequently Asked Questions page: '''[[Frequently Asked Questions |Back]]'''

When incoming call arrives on Sky DANCE server for a Sky DANCE endpoint, Sky DANCE will check if the endpoint is running from a smart phone application or not. If it is and if the endpoint is not registered, Sky DANCE will send a push notification to "wake up" this smart phone application.

When a REGISTER message without X-Mobile header is received from this endpoint (such as when the application signs off), Sky DANCE will stop sending push notification for the subsequent incoming calls to this endpoint and Sky DANCE will forwarded the call to the voicemail, if voicemail is enabled for this endpoint.

How To Stop Sky DANCE From Sending Out Push Notification to An Endpoint

2020-10-05T15:24:18Z

Liliu: Created page with "Click Here to return to the Frequently Asked Questions page: '''Back''' When incoming call arrives on Sky DANCE server for a Sky DANCE endpo..."

Click Here to return to the Frequently Asked Questions page: '''[[Frequently Asked Questions |Back]]'''

When incoming call arrives on Sky DANCE server for a Sky DANCE endpoint, Sky DANCE will check if the endpoint is a smart phone application or not. If it is and if the endpoint is not registered, Sky DANCE will send a push notification to "wake up" this smart phone application.

When a REGISTER message without X-Mobile header is received from this endpoint (such as when the application signs off), Sky DANCE will stop sending push notification for the subsequent incoming calls to this endpoint. The incoming calls will be forwarded to voicemail, if voicemail is enabled for this endpoint.

Frequently Asked Questions

2020-10-05T15:14:54Z

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Click Here to return to the main Screen: '''[[Main Page |Back]]'''

Commonly asked questions are listed here. Please feel free to contribute so other people from Sky DANCE community can benefit from your information as well.

*[[How To Pass RTP Through Sky DANCE]]

*[[How To Assign DID Number to a Sky Central Extension]]

*[[How To Change Voicemail Greeting]]

*[[How To Upload Company's Auto Attendant Greeting]]

*[[How To Pickup a Parked call]]

*[[How To Setup a New Company Domain]]

*[[How To Add an Extension on Sky DANCE]]

*[[How To Leave Voicemail on Another Extension Using Follow Me]]

*[[How To Route a Call Base on Calling Party Number]]

*[[How To Stop Sky DANCE From Sending Out Push Notification to An Endpoint]]

Setup Push notifications for iOS or Android

2020-08-19T12:47:43Z

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Click Here to return to the the SkyPhone Main Screen: '''[[Sky Phone|Back]]'''

Push notifications are used to notify the user of incoming calls and start SkyPhone when it is not running. If Skyphone is running, it will simply receive the call and start ringing.

To setup push notifications requires 2 things:

1. An updated mod_sofia.so module which you can obtain from Sky Networks.

2. mod_sofia configuration: It is configured as follows:

The SkyDANCE SkyPhone for iOS and Android is already setup to use push messaging.

However if you want to incorporate your own solutions

Click here for instructions on how to setup firebase cloud messaging on your app.
https://firebase.google.com/docs/cloud-messaging

Click here for instructions on how to setup your push notification certificate for Apple. This is required for apple notifications even if you use firebase for the push instead of APN (Apple Push Notifications)

https://developer.apple.com/documentation/usernotifications/setting_up_a_remote_notification_server

https://developer.apple.com/documentation/usernotifications/registering_your_app_with_apns

You can also just use the provisionator from onesignal and it will do everything for you. (much easier)

https://onesignal.com/provisionator#

Once it's setup you can access

a) For google firebase you will need your Legacy server key - which can be found under your project settings, cloud messaging tab.

b) For Apple you will need the push certificate from their developer console. This file should be put into he ios push certification is put into the /home/skynet/sky/bin/Certs/<vendor> folder, where the default vendor is sky.
There is a script (genpems) to convert the downloaded .p12 files into the required pem certificates. Edit the script as necessary to create production or dev certificates.
The files that are needed for push are: (If these are generated by by the provisionator or some other tool, you might just get one .pem file. This same file can be copied to the key and cert.pem files)

apns-dis-key.pem
apns-dis-cert.pem
or
apns-dev-key.pem
apns-dev-cert.pem
or
apns-voip-key.pem
apns-voip-cert.pem

The configuration file is located in /home/skynet/sky/conf/autoload_configs/sofia.conf.xml

<nowiki>
<-- ios skyphone has a base64 encode. This variable is used to check that.-->
<param name="is-ios-encode" value="1"/>

<param name="is-android-encode" value="0"/>

<param name="is-push-every-call" value="0"/>

<param name="is-dev-cert" value="0"/>

<param name="push-method" value="1"/>

<param name="ios-push-use-fcm" value="0"/>

<param name="android-push-url" value="https://fcm.googleapis.com/fcm/send"/>

<param name="android-api-key" value="AIzaSyCE5l74KKPbOyWMZ-l2raqtUaD6FY2X0Y8"/>

<param name="push-log-file" value="/home/skynet/sky/log/sky_push.log"/>

<param name="fs-cli" value="/home/skynet/sky/bin/fs_cli"/>

<param name="invite-wait-time" value="10"/>

</nowiki>

Note on sandbox vs. production on iOS - if you are debugging on iOS (in development) you will need to use the sandbox. If your app is in production on the app store - use the production cert/site.

2. push server Usage.
There should be a script called pushtest to try it in the sky/bin directory
Here is the source:
<nowiki>
#!/bin/bash
#
# Send a push notify to a client
# $1 - calling number (can be anything - it's not checked)
# $2 - called number (should include the company domain/context of the call)
#
fsc "sofia_push external2 $1 $2
</nowiki>

skydance push is an API command. It has 3 argments. The usage is:
sofia_push <profile_name> <calling_number> <called number>

2.1 The push can be used in diaplan right before the bridge command like this:
<action application="lua" data="/home/skynet/sky/scripts/sofia_push.lua external2 1001@company1.sky-networks.com 1002@company1.sky-networks.com" inline="true"/>

3. The push token that is used can be found in the registration message in the X-Mobile header. Registrations can be seen in the sky/log/sky_sbc.log file. Here's an example:

Android:
X-Mobile: os=android;token="abcyU8K7sf8:APA91bEAX8-WwrpIWSQ-cwAzgBAba_JFHVtAGPVSfeVM1Mf5LnygH1HRfkMskFD0RmQeLcRofg3Q6mrmzmSuKlzvZzdpkO7om12I3KQUlp0r7d6PNNne2K7NFGr6W463rQTJJIoowoow"

iOS:
X-Mobile: os=ios;token="hDcyb5glkvfGoDY96Em/QQ8lZ3k+3ZpKL/ZUDQz/Cpw=" -

If you are integrating this with multiple vendors the "vendor=xxxxx" tag will also needed to be appended in the X-Mobile header at the end to indicate what directory the associated certs will be found in. If the vendor is not supplied, the system will assume the certificates are in the sky/bin/Certs/sky directory.

Note: For iOS the token is base64 encoded in the SIP X-header so you will need to pull the actual token from the push notify in a line like this:

Sending APN to Device with token:8e6adc4d55a27d2fa9da9a8ebe5451e4547b640511519ef07aae045630dea607

There are 2 tokens in use for Apple:

token - the regular “old” style token from Apple for Applle push notifications.
voiptoken - the token used for Apple “Voip” push notifications.

The difference is that a “Voip” push does not require acknowledgement from the user in order to notify the user and start the app. So it is preferred (usually) over the other type.

Since both are supported, both can be included on the same Apple device.

For Android there is only one type push and it is supported with just the token field.

Below are the code snippets from Apple for constructing the 2 types of push notifications.

(void)pushRegistry:(nonnull PKPushRegistry *)registry didUpdatePushCredentials:(nonnull PKPushCredentials *)pushCredentials forType:(nonnull PKPushType)type {
// Get Device token
NSString *token = [pushCredentials.token.description stringByTrimmingCharactersInSet:[NSCharacterSet characterSetWithCharactersInString:@"<>"]];
token = [token stringByReplacingOccurrencesOfString:@" " withString:@""];

NSLog(@"voiptoken=%@",token);

unsigned char tokenString[128];
unsigned char outString[128];
char headerString[128];

int tokenLength=32;
size_t outSize=sizeof(outString);

memset(tokenString,0,sizeof(tokenString));
memset(outString,0,sizeof(outString));
memset(headerString,0,sizeof(headerString));

// Put the bytes from the deviceToken into the 'C' array tokenString

tokenLength = (int)[pushCredentials.token length];
[pushCredentials.token getBytes:tokenString length:tokenLength];

// Now base64 encode it to prepare it for sending in the register msg

if (Base64EncodeData(tokenString,tokenLength, (char *)outString,&outSize,0))
{

NSLog(@"stoken voip Len(%lu) = %s",outSize, outString);

// Now convert it to the header in NSString format and store it for later use during registration

sprintf(headerString,";voiptoken=%c%s%c",34,outString,34);

NSString *myNSToken = [NSString stringWithCString:headerString encoding:NSASCIIStringEncoding];

// Read the original header we received when we setup a token for the Apple Push Service
NSString *myTokenHeader=[[NgnEngine sharedInstance].configurationService getStringWithKey:IDENTITY_TOKEN];

// Now concatenate it with myNSToken and resave.

[[NgnEngine sharedInstance].configurationService setStringWithKey: IDENTITY_TOKEN andValue: [NSString stringWithFormat:@"%@%@", myTokenHeader , myNSToken]];

}
else
{
NSLog(@"Error converting voip token to base64!");
}

}

File:SkyCentralAns.png

2020-07-13T19:53:11Z

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File:SkyCentralInbound.png

2020-07-13T19:52:19Z

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Call center status link here

2020-07-13T19:52:00Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

Activities for the call centers can be viewed from call center status page:
[[File: SkyCentralCCStatus.png]]
Admin user can select which call center queue he/she wants to monitor by select the queue from the Queue Name pull down. All agents in this call center queue, along with their call center status, will be displayed.
[[File: SkyCentralSelQName.png]]
As the incoming calls arrive on the call center queue, caller information will be displayed on the call center queue status page and agent status will be updated:
[[File: SkyCentralInbound.png]]
When the call is answered, the Total Answered count will be incremented. Both caller and agent status will be updated as well:
[[File: SkyCentralAns.png]]

File:SkyCentralSelQName.png

2020-07-13T19:32:32Z

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File:SkyCentralCCStatus.png

2020-07-13T19:31:43Z

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Call center status link here

2020-07-13T19:31:27Z

Liliu:

Call center status link here

2020-07-13T19:07:35Z

Liliu: Created page with "Click Here to return to Call Center Functions: '''Back''' Activities for the call centers can be viewed from call center status page: File..."

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

Activities for the call centers can be viewed from call center status page:
[[File: SkyCentralCCStatus.png]]

Configure tier link here

2020-07-13T18:44:43Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

Agents can be organized by tiers. Click on Tiers from the Call Center page to view and manager tier setup:
[[File: SkyCentralTier.png]]
To add an agent to the tier list, click on Add Tier:
[[File: SkyCentralAddTier.png]]
Select the agent whom needs to be added to the tier list:
[[File: SkyCentralAddTier-1.png]]
Select the call center queue which the agent should be assign to:
[[File: SkyCentralAddTier-2.png]]
The tier level and the position in the queue should also be defined for this agent.

File:SkyCentralAddTier-2.png

2020-07-13T18:43:06Z

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File:SkyCentralAddTier-1.png

2020-07-13T18:42:18Z

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File:SkyCentralAddTier.png

2020-07-13T18:41:36Z

Liliu: Liliu uploaded a new version of File:SkyCentralAddTier.png

File:SkyCentralAddTier.png

2020-07-13T18:40:47Z

Liliu: Liliu uploaded a new version of File:SkyCentralAddTier.png

File:SkyCentralAddTier.png

2020-07-13T18:40:29Z

Liliu:

Configure tier link here

2020-07-13T18:40:09Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

Agents can be organized by tiers. Click on Tiers from the Call Center page to view and manager tier setup:
[[File: SkyCentralTier.png]]
To add an agent to the tier list, click on Add Tier:
[[File: SkyCentralAddTier.png]]
Select the agent whom needs to be added to the tier list:
[[File: SkyCentralAddTier-1.png]]
And the call center queue the agent should be assign to:
[[File: SkyCentralAddTier-2.png]]
The tier level and the position in the queue should also be defined for this agent.

File:SkyCentralTier.png

2020-07-13T18:15:35Z

Liliu:

Configure call center link here

2020-07-13T17:30:42Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage a call center queue, click on Call Center Queues from Call Center page:
[[File: SkyCentralCallCenterQueue.png]]
From this page, admin user can add a new call center queue or reload call center configuration to the backend:
[[File: SkyCentralCallCenterReload.png]]
Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call.
[[File: SkyCentralCallCenterStrategy.png]]
"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of an extension:
[[File: SkyCentralAddCallCenter-1.png]]
[[File: SkyCentralAddCallCenter-2.png]]
To modify or delete a call center queue, select the call center queue which needs to be changed or deleted. To delete the queue, click on "Delete Queue".

For example, if the admin user wants to delete the "Parts" queue, he/she needs to click on "Parts" to get into the call center queue which is called Parts and click on "Delete Queue" to remove "Parts" from the call center queue list:
[[File: SkyCentralParts.png]]
[[File: SkyCentralDeleteQueue.png]]

Note: All timer values on Call Center Queue page are in seconds.

Configure agent link here

2020-07-13T17:30:00Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]
To add user to call center agent list, click on Add Agent from Call Center Agents page:
[[File: SkyCentralAddAgent.png]]
The pull down list for Agents field lists all the users within enterprise whom can be added as an agent:
[[File: SkyCentralAgentPullDown.png]]
For users who have multiple extensions, user can select the specific extension as the call center Contact number:
[[File: SkyCentralContact.png]]
Agent can select the default status from this configuration page:
[[File: SkyCentralAgentStatus.png]]
To modify or delete an agent from a call center queue, from Agents page, select the agent needs to be modified removed, in the following example, joe@test.com:
[[File: SkyCentralDelJoe.png]]
Update Agent page will pop up at this time. To delete the agent, joe@test.com in this example, click on "Delete Agent":
[[File: SkyCentralDelAgent.png]]

Note: All timer values on Agents page are in seconds.

Configure call center link here

2020-07-13T17:28:08Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage a call center queue, click on Call Center Queues from Call Center page:
[[File: SkyCentralCallCenterQueue.png]]
From this page, admin user can add a new call center queue or reload call center configuration to the backend:
[[File: SkyCentralCallCenterReload.png]]
Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call.
[[File: SkyCentralCallCenterStrategy.png]]
"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of an extension:
[[File: SkyCentralAddCallCenter-1.png]]
[[File: SkyCentralAddCallCenter-2.png]]
To modifier or delete a call center queue, select the call center queue which needs to be changed or deleted. To delete the queue, click on "Delete Queue".

For example, if the admin user wants to delete the "Parts" queue, he/she needs to click on "Parts" to get into the call center queue which is called Parts and click on "Delete Queue" to remove "Parts" from the call center queue list:
[[File: SkyCentralParts.png]]
[[File: SkyCentralDeleteQueue.png]]

Note: All timer values on Call Center Queue page are in seconds.

Configure tier link here

2020-07-13T17:26:51Z

Liliu: Created page with "Click Here to return to Call Center Functions: '''Back''' Agents can be organized by tiers. Click on Tiers from the Call Center page to view and ma..."

Configure agent link here

2020-07-13T17:18:54Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]
To add user to call center agent list, click on Add Agent from Call Center Agents page:
[[File: SkyCentralAddAgent.png]]
The pull down list for Agents field lists all the users within enterprise whom can be added as an agent:
[[File: SkyCentralAgentPullDown.png]]
For users who have multiple extensions, user can select the specific extension as the call center Contact number:
[[File: SkyCentralContact.png]]
Agent can select the default status from this configuration page:
[[File: SkyCentralAgentStatus.png]]
To delete an agent from a call center queue, from Agents page, select the agent needs to be removed, in the following example, joe@test.com:
[[File: SkyCentralDelJoe.png]]
Update Agent page will pop up at this time. Click on "Delete Agent", agent joe@test.com will be deleted from the agent list:
[[File: SkyCentralDelAgent.png]]

Note: All timer values on Agents page are in seconds.

Configure agent link here

2020-07-13T17:17:48Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]
To add user to call center agent list, click on Add Agent from Call Center Agents page:
[[File: SkyCentralAddAgent.png]]
The pull down list for Agents field lists all the users within enterprise whom can be added as an agent:
[[File: SkyCentralAgentPullDown.png]]
For users who have multiple extensions, user can select the specific extension as the call center Contact number:
[[File: SkyCentralContact.png]]
Agent can select the default status from this configuration page:
[[File: SkyCentralAgentStatus.png]]
To delete an agent from a call center queue, from Agents page, select the agent needs to be removed, in the following example, joe@test.com:
[[File: SkyCentralDelJoe.png]]
Update Agent page will pop up. Click on "Delete Agent", agent joe@test.com will be deleted from the agent list:
[[File: SkyCentralDelAgent.png]]

Note: All timer values on Agents page are in seconds.

File:SkyCentralDelAgent.png

2020-07-13T17:16:12Z

Liliu:

File:SkyCentralDelJoe.png

2020-07-13T17:15:14Z

Liliu:

Configure agent link here

2020-07-13T17:15:00Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]
To add user to call center agent list, click on Add Agent from Call Center Agents page:
[[File: SkyCentralAddAgent.png]]
Agents' pull down lists all the users within the same enterprise. Any valid user can be added as an agent:
[[File: SkyCentralAgentPullDown.png]]
For users who have multiple extensions, user can select the specific extension as the call center Contact number:
[[File: SkyCentralContact.png]]
Agent can select the default status from this configuration page:
[[File: SkyCentralAgentStatus.png]]
To delete an agent from a call center queue, from Agents page, select the agent needs to be removed, in the following example, joe@test.com:
[[File: SkyCentralDelJoe.png]]
Update Agent page will pop up. Click on "Delete Agent", agent joe@test.com will be deleted from the agent list:
[[File: SkyCentralDelAgent.png]]

Note: All timer values on Agents page are in seconds.

File:SkyCentralDeleteAgentJoe.png

2020-07-13T17:13:07Z

Liliu:

Configure agent link here

2020-07-13T17:12:50Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]
To add user to call center agent list, click on Add Agent from Call Center Agents page:
[[File: SkyCentralAddAgent.png]]
Agents' pull down lists all the users within the same enterprise. Any valid user can be added as an agent:
[[File: SkyCentralAgentPullDown.png]]
For users who have multiple extensions, user can select the specific extension as the call center Contact number:
[[File: SkyCentralContact.png]]
Agent can select the default status from this configuration page:
[[File: SkyCentralAgentStatus.png]]
To delete an agent from a call center queue, from Agents page, select the agent needs to be removed, in the following example, joe@test.com:
[[File: SkyCentralDeleteAgentJoe.png]]
Update Agent page will pop up. Click on "Delete Agent", agent joe@test.com will be deleted from the agent list:
[[File: SkyCentralDeleteAgentFinal.png]]

Note: All timer values on Agents page are in seconds.

File:SkyCentralDeleteAgent.png

2020-07-13T17:10:48Z

Liliu:

File:SkyCentralDeleteJoe.png

2020-07-13T17:05:04Z

Liliu:

Configure agent link here

2020-07-13T17:04:46Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]
To add user to call center agent list, click on Add Agent from Call Center Agents page:
[[File: SkyCentralAddAgent.png]]
Agents' pull down lists all the users within the same enterprise. Any valid user can be added as an agent:
[[File: SkyCentralAgentPullDown.png]]
For users who have multiple extensions, user can select the specific extension as the call center Contact number:
[[File: SkyCentralContact.png]]
Agent can select the default status from this configuration page:
[[File: SkyCentralAgentStatus.png]]
To delete an agent from a call center queue, from Agents page, select the agent needs to be removed, in the following example, joe@test.com:
[[File: SkyCentralDeleteJoe.png]]
Update Agent page will pop up. Click on "Delete Agent", agent joe@test.com will be deleted from the agent list:
[[File: SkyCentralDeleteAgent.png]]

Note: All timer values on Agents page are in seconds.

Configure call center link here

2020-07-13T15:35:35Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage a call center queue, click on Call Center Queues from Call Center page:
[[File: SkyCentralCallCenterQueue.png]]
From this page, admin user can add a new call center queue or reload call center configuration to the backend:
[[File: SkyCentralCallCenterReload.png]]
Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call.
[[File: SkyCentralCallCenterStrategy.png]]
"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of an extension:
[[File: SkyCentralAddCallCenter-1.png]]
[[File: SkyCentralAddCallCenter-2.png]]
To delete a call center queue, select the call center queue which needs to be deleted and click on "Delete Queue".

For example, if the admin user wants to delete the "Parts" queue, he/she needs to click on "Parts" to get into the call center queue which is called Parts and click on "Delete Queue" to remove "Parts" from the call center queue list:
[[File: SkyCentralParts.png]]
[[File: SkyCentralDeleteQueue.png]]

Note: All timer values on Call Center Queue page are in seconds.

Configure agent link here

2020-07-13T15:26:12Z

Liliu:

File:SkyCentralAgentStatus.png

2020-07-13T15:24:46Z

Liliu:

File:SkyCentralContact.png

2020-07-13T15:23:52Z

Liliu:

File:SkyCentralAgentPullDown.png

2020-07-13T15:22:27Z

Liliu:

Configure agent link here

2020-07-13T15:22:12Z

Liliu:

Configure agent link here

2020-07-13T15:03:55Z

Liliu:

File:SkyCentralDeleteQueue.png

2020-07-13T14:26:08Z

Liliu:

File:SkyCentralParts.png

2020-07-13T14:24:44Z

Liliu:

Configure call center link here

2020-07-13T14:23:48Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage a call center queue, click on Call Center Queues from Call Center page:
[[File: SkyCentralCallCenterQueue.png]]
From this page, admin user can add a new call center queue or reload call center configuration to the backend:
[[File: SkyCentralCallCenterReload.png]]
Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call.
[[File: SkyCentralCallCenterStrategy.png]]
"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of an extension:
[[File: SkyCentralAddCallCenter-1.png]]
[[File: SkyCentralAddCallCenter-2.png]]
To delete a call center queue, select the call center queue which needs to be deleted and click on "Delete Queue".

For example, if the admin user wants to delete the "Parts" queue, he/she needs to click on "Parts" to get into the call center queue which is called Parts and click on "Delete Queue" to remove "Parts" from the call center queue list:
[[File: SkyCentralParts.png]]
[[File: SkyCentralDeleteQueue.png]]

Configure call center link here

2020-07-13T14:19:00Z

Liliu:

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage a call center queue, click on Call Center Queues from Call Center page:
[[File: SkyCentralCallCenterQueue.png]]
From this page, admin user can add a new call center queue or reload call center configuration to the backend:
[[File: SkyCentralCallCenterReload.png]]
Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call.
[[File: SkyCentralCallCenterStrategy.png]]
"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of an extension:
[[File: SkyCentralAddCallCenter-1.png]]
[[File: SkyCentralAddCallCenter-2.png]]
To delete a call center queue, select the call center queue which needs to be deleted and click on "Delete Queue":
[[File: SkyCentralDeleteQueue.png]]

File:SkyCentralAddAgent.png

2020-07-13T14:13:38Z

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Configure agent link here

2020-07-13T14:13:24Z

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File:SkyCentralAgent.png

2020-07-13T14:01:30Z

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Configure agent link here

2020-07-13T14:01:18Z

Liliu: Created page with "Click Here to return to Call Center Functions: '''Back''' To add or manage call center agents, click on Agent from Call Center page: File:..."

Click Here to return to Call Center Functions: '''[[Call Center Functions|Back]]'''

To add or manage call center agents, click on Agent from Call Center page:
[[File: SkyCentralAgent.png]]

Configure call center link here

2020-07-13T13:54:44Z

Liliu:

Configure call center link here

2020-07-13T13:46:45Z

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