BEAM CTI Module Quick Start Guide

Transcription

1 BEAM CTI Module Quick Start Guide

2 COPYRIGHT 2013 Beam4D Enterprises, LLC Published on 10/19/2013 All Rights Reserved. This document is designed to provide accurate and useful information regarding the BEAM debt purchasing and receivables management software for the customers and prospects of Beam4D Enterprises, LLC. Technical information herein is subject to change without notice. No part of this document may be reproduced in any form by any means without the prior written authorization of Beam4D Enterprises, LLC. TRADEMARKS The BEAM logo is a trademark of Beam4D Enterprises, LLC. BEAM, Quick Search and Search Core are registered trademarks of Beam4D Enterprises, LLC. All other names, products and services are trademarks, registered trademarks or service marks of their respective owners. CONTACT 9009 Town Center Parkway, Suite 320, Lakewood Ranch, FL Telephone Facsimile info@beamsoftware.com Internet THIS DOCUMENT COULD INCLUDE TYPOGRAPHICAL ERRORS. BEAM4D ENTERPRISES CANNOT BE HELD LIABLE FOR ANY DAMAGES RESULTING FROM INADVERTENT OMISSIONS OR ERRORS IN EITHER THE SOFTWARE OR THIS DOCUMENT. CHANGES PERIODICALLY ARE ADDED TO THE INFORMATION HEREIN. BEAM4D ENTERPRISES MAY RESERVE THE RIGHT TO MAKE IMPROVEMENTS AND/OR CHANGES IN THE PRODUCT(S) AND/OR THE PROGRAM(S) DESCRIBED IN THIS DOCUMENT AT ANY TIME. 1017

3 Table of Contents Getting Started with Click-to-Dial...2 AltiGen (Codefusion)...2 Users...4 Error Messages...4 Skype...5 Switchvox SMB...6 Users...7 Asterisk...7 Users...8 MS Tapi 2 and ShoreTel Vocalocity Getting Started with Inbound Screen Pops... 13

4 Getting Started with Click-to-Dial Once you have installed any client-side application software that may be required by your telephone provider, go to the Maintenance menu in the Beam bar and choose General Settings. Find and click on the Click-to-Dial tab: Click on the pull-down menu to find your telephone provider: AltiGen (Codefusion) Codefusion is an AltiGen Telecommunications business partner. Agents must have the CT Fusion Contact Center app installed on their workstation in order to utilize Click-to-Dial. Out-Dial Prefix: This is the number collection agents must dial to get an outside line and dial tone. CT Fusion Contact Center passes a 10-digit number so you would want to include the "1" as shown in the example here. 2 P a g e

5 Once you have completed the configuration don t forget to click the Save Settings button. Natural Convergence (Vaspian) Vaspian is a national value-added reseller of Natural Convergence (now Broadview Networks) VoIP software. Agents must have a Vaspian IP telephone in order to utilize Click-to-Dial. Out-Dial Prefix: This is the number collection agents must dial to get an outside line and dial tone. Since BEAM hands Vaspian a 10-digit telephone number, you want to include the "1" as shown above. Login URL: This should be the URL of the Vaspian web portal: If you go to and click on Manage My Account you should be redirected to this URL. Tenant: This is your customer name in Vaspian s system and is known by the Vaspian web portal. The Tenant will typically be your customer name with the first letter in each word of the company name capitalized. Note: your Tenant name is case sensitive. i.e.) CompanyName You can obtain this at any time from the Vaspian support department. It is referenced by the term "Login URL" in BEAM. 3 P a g e

6 Users Each of your Click-to-Dial agents must have his PIN and Extension entered under User Settings in BEAM. BEAM uses the PIN to automatically log into Vaspian for the agent. Without the PIN, users will get errors. When a new user is created, a corresponding PIN is created for them in Vaspian s system. New Vaspian users are prompted to change their PIN when they log into their phone for the first time. If a user needs to reset the Vaspian PIN please call Vaspian support at (716) or support@vaspian.com. Once you have completed the configuration don t forget to click the Save Settings button. Error Messages If you have not properly configured your Click-to-Dial settings you may see one of these error messages pop up: 4 P a g e

7 This error message indicates that there is an issue with your VoIP server at Vaspian timing out. These errors indicate that there is an issue with how you have configured your Click-to-Dial settings in BEAM. Check to be sure that you re Login URL is correctly entered. You MUST include the forward slash (/) at the end of the URL or you will get this message. Skype There are no configuration settings for Skype users to enable Click-to-Dial. The agent must have Skype running on his workstation. When he clicks the call button for a telephone number in the Account Center, BEAM passes the telephone number information to the Skype interface from your Skype account and sends it to the Skype server. 5 P a g e

8 Once you have chosen Skype as your provider, don t forget to click the Save Settings button. Switchvox SMB Out-Dial Prefix: This is the number collection agents must dial to get an outside line and dial tone. Since BEAM hands Digium Switchvox a 10-digit telephone number, you want to include the "1" as shown above. Xml API Url: This is the web address that is used to create the WebRequest in BEAM. Admin Username: Used to authenticate the request to the Digium server. 6 P a g e

9 Admin Password: Used to authenticate the request to the Digium server. Users Digium Switchvox Click-to-Dial agents will need to have their extension identified in BEAM. Click on Maintenance>General Settings in the BEAM Bar and then choose the Users tab. Double-click on the individual User whose configuration you want to change. Click the Edit button and enter the Asterisk extension in the corresponding Ext: field Ext: 100 in the example below. This will need to be done for each collection agent that will have Click-to-Dial access. BEAM uses the PIN to automatically log the agent into the Digium Switchvox system. Asterisk BEAM supports Click-to-Dial functionality for use with any Asterisk-based VoIP provider. 7 P a g e

10 Out-Dial Prefix: This prepends a number (or numbers) to the phone number to be dialed if your agents are required to dial one in order to get outside line and dial tone. Enter that number in this field. Hostname: This is the hostname or IP address of your Asterisk server. BEAM will attempt to connect to the Asterisk Management Interface (AMI) on this machine to initiate Click-to-Dial requests. Your Asterisk-based provider must allow dc1.beamorgs.net and dc2.beamorgs.net as the originating IP address for connections from BEAM to your hosted VoIP phone system. AMI Username: This is the username setup on your Asterisk server and is used in the authentication process. AMI Password: This is the username setup on your Asterisk server and is used in the authentication process. Context to use: The name of the Asterisk context to be used. More often than not, this will be left blank. Channel: This information is supplied to you by your Asterisk provider to indicate channel type: SIP or UCX. Once you have completed the configuration click the Save Settings button. Users Asterisk Click-to-Dial agents will need to have their extension identified in BEAM. Click on Maintenance>General Settings in the BEAM Bar and then choose the Users tab. Double-click on the individual User whose configuration you want to change. Click the Edit button and enter the Asterisk extension in the corresponding Ext: field Ext: 100 in the example below. This will need to be done for each collection agent that will have Click-to-Dial access. There is no PIN requirement for Asterisk-based Click-to-Dial implementations. 8 P a g e

11 MS Tapi 2 and 3 From the agent workstation, perform the following steps: 1. Click Start button 2. Type the word modem 3. Click on Phone and Modem 4. Choose the Advanced tab 5. Choose the appropriate TAPI Service Provider. 9 P a g e

12 The Provider name does not have to be an exact match. Windows looks for the Provider name to contain what is entered into the Click-to-Dial configuration window in BEAM. For example: if your office phone system is Avaya IP Office you can enter IP Office in BEAM and it will match on the first TAPI provider with IP Office in the Provider name. 6. You must add (install) the appropriate corresponding TAPI driver on each workstation. 7. In BEAM, the Provider name is the name of your telephony Provider. Once you have completed the configuration don t forget to click the Save Settings button. ShoreTel Out-Dial Prefix: This is the number agents must dial to get an outside line and dial tone. 10 P a g e

13 Hostname: This is your host name URL. If you do not fill in the Admin information below, the host name will be used to authenticate your connection to the ShoreTel server. Admin Username: The ShoreTel administrator user name. Admin Password: The ShoreTel administrator password. Admin DN: This is the administrator DN (dial number). Vocalocity There are no formal configuration settings in BEAM for Vocalocity. Simply choose Vocalocity as your Click-to-Dial Provider and click the Save Settings button. Click-to-Dial agents must enter their Username and Password before they can use this feature. Vocalocity login credentials can be entered into BEAM one of two ways. 1. Click on the User Settings gear in the BEAM Bar: 2. You will now see a new entry for Click-to-Dial (Vocalocity). 11 P a g e

14 IMPORTANT Please notice that the first field is for Password. The second field is for the Username. Do not make the mistake of entering the Username in the Password field or vice versa. 3. Click the Save button. Agents that forget to enter their Password and Username under User Settings will be prompted to enter their Vocalocity credentials the first time they try to use the Vocalocity Click-to-Dial feature from the Account Center. When they click on the Call button a Vocalocity Login window will appear: 12 P a g e

15 The agent needs only to enter in his credentials once. BEAM will automatically store the information and display it from the User Settings window for the agent. Getting Started with Inbound Screen Pops has spent a great deal of time making this feature easy to implement. However, there is no formal user interface or configuration window in BEAM to set up inbound screen pops. Once you have signed up for the BEAM CTI Module and has activated it, the only thing your organization must do is instruct your approved telephone provider to support@beam4d.com. Our support services team will instruct them on what information they need to present to BEAM in order for the screen to pop. 13 P a g e