ECF Agent Voice Queues

[Former Member]

Hi Masters,

Which could be the reason why the voice queues in the agent application

they are not available to login?.

In the external Agent settings I have even tried ticking "Active as External Agent",

I guess I'm missing some kind of configuration, but I can not tell which one.

I thank you very much,ext-agnt-settings.jpg.

Sergio.

[Former Member]

Tomi, a clarification, the need is to have the possibility to engage in video chat or chat without video but from the corporate website of the client, which -eventually-, will have a functionality similar to the visitor's example, if there is no other possibility than using ECF, of course!.

Thanks.

Sergio.

[sebastian_tur]

Hi Sergio,

Have you solved the problem of answering voice calls + logging in/logging out from queues at ECF sample agent app?

I have the same situation that configured everything in IA/SC + SBC Audiocodes, but still I can't logged into voice queue (only chat and email queues are available to login) and calls are not allocating to the agent.

From CDT everything works fine as always.

Thanks for answer in advance.

BR,

Sebastian

[Former Member]

HI Sebastian,

As you say it is exactly the same situation as mine, after having this situation and not getting any response,

ESPECIALLY FROM SAP!!, we decided to leave this challenge for the end of the implementation.

Our client needs video chat with his clients -and being ECF the only alternative 😞 - is that I got involved in researching it.
It's a shame that the CDT not support "external" video, but well, that's what it is!.

It also seems very strange to me that this has not happened to many more people, sound like a configuration issue because if in CDT you logon to an agent of a queue, in moments it changes and it also appears logged in ECF.

For now I am with other topics (IVRs + Python) but at some point I must take this back, I will be commenting if I discover something.

Receive a greeting.

[Former Member]

Hello Tomi,

If you mean why to use an ECF agent, our client needs to have video chat and I understood that CDT does not provide this functionality,

I'm right?...because if I can use video, this discussion is in vain!

So, deploy both -the agent and the visitor- and trying to test a voice interaction (with demos app) I see that I can not control the login to the voice queues in which the agent is registered (testing with an agent that I had previously created) as if I can do it with CDT, .

If it is about chat and mail interactions, I can control the login to both queues and the interactions work correctly.

I hope to have been clear in the explanation.

Thank you very much, Sergio.

[Former Member]

Hello Sergio,

An external agent cannot use SAP Contact Center UIs. By default, an external agent uses a phone extension, which is "external" to SAP Contact Center, meaning a third party phone. Perhaps you were after something else with this configuration?

Kind Regards,

Tomi