Adding a Current Call Details Widget

The following describes how to add a widget to a configuration that will allow individuals to receive VoIP calls, and manage those calls while in progress.

The most common method of routing inbound calls to an Agent is via a queue, for example as part of an IVR.

For an Agent to be able to handle VoIP calls, their profile must be set up for use of IAX or WebRTC.

Optionally, the widget can also enable Agents to make outbound VoIP calls, as long as they are permitted to do so.

Since Agents can only handle calls when logged in, the configuration will also need an In/Out widget before calls can be made or received.

Implementation

  1. Access the list of configurations for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the CC4Web Configurations hyperlink.
  1. Launch the intended configuration.

    When viewing the list of available configurations:

    1. If you don't want the configuration to appear in a new window, un-tick the first check box.
    2. Use the first drop-down to select the name of an Agent to simulate when you launch the configuration.
    3. Locate the configuration you want to access, and click its Launch button.

    Always remember to save any intended changes before exiting this mode.

  1. Click Enter Design Mode.
  2. Click Whole Config Properties. This will open the Properties page for the configuration. On the left-hand side of this page you will see a hierarchy of all current widgets.
  3. Click the Add Another Widget option for where you'd like the widget to appear, which can be either the main window or a tab strip.

    You can add a new tab strip here if needed, as explained in Adding a Tab Strip.

  4. On the right-hand side of the page, locate the Current Call Details widget.

    The widgets listed here are sorted according to the type of licence required to operate them.

  5. Click Add This Widget. The page will update, and the new widget will be selected, presenting you with its General tab.
  1. Type a suitable Widget Title.
  1. Use the Scope list to choose which Agent is affected by this widget. This is set to the logged-in Agent by default.

    You can change this setting if the widget is intended to control a different Agent's calls. Most widgets of this type, however, can be left with the default setting.

  2. If this configuration should allow outbound calls, select the Outbound Calling tab and ensure that Option: OUTBOUND_CALL is ticked.
  3. Use the remaining tabs and options to determine other aspects of the widget's behaviour, based on what it is needed for. For making simple calls, most of these options can be left alone.

    There are a substantial number of use cases for this widget, and this help article will be expanded over time to include more of these. If you need assistance with a particular implementation, please contact a system administrator.

  1. Select the Styles and Layout tab.
  2. Use the options provided to fine-tune the appearance of the widget.

    Header

    OptionDescription
    Option: NO_HEADERWhether the widget’s header should be hidden.

    Font Size and Colours

    OptionDescription
    Zoom / Magnification LevelUse the drop-down to select a UI scale for this widget, from 10% (x0.1) to 1000% (x10). This defaults to 100% for all new widgets.
    Highlight (Larger) Font Size and ColourUse the two drop-downs to select an alternative font size and colour for certain text in the widget, including its heading. The default size is 16, and the default colour is black.

    Widget Background and Borders

    OptionDescription
    Background ColourUse the drop-down to select a background colour of the widget. The default is white.
    Border ColourUse the drop-down to select a border colour for the widget. The default is black.

    Auto-sizing (to fill window space)

    OptionDescription
    Auto-size optionsUse the drop-downs to select whether the widget should adjust in response to the browser window being re-sized. This is done individually for horizontal and vertical changes.
    Option: Fill TabIf the widget has been placed inside a tab, enabling this option will cause it to occupy the maximum available space in that tab.
  1. Click Save Changes to confirm creation of the widget.
  2. Repeat this process until you have all the widgets you need.
  3. Click Return to Cxp Agent Experience.

    You should ensure each new widget is appropriately sized, positioned, and styled to fit in with the rest of the configuration. This can be done after adding each new widget, if you prefer.

  4. When you've finished making changes to the configuration, click Exit Design Mode. It is now safe to close the current window or tab and return to the Admin portal.

Further Reading