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Documentation

Contact Center (Multimedia) Installation Guide - Avaya IP Office

1.0. Prerequisites

Avaya IP Office - Server Installation

1.0. Chronicall Call Reporting Specs

Chronicall Desktop for Mac - Installation/Configuration

The Chronicall Desktop is a separate Download and install from the Chronicall Software. It is a Desktop application that provides several helpful features:

Chronicall Desktop for Windows - Installation/Configuration

The Chronicall Desktop is a separate Download and install from the Chronicall Software. It is a Desktop application that provides several helpful features:

Function of Chronicall Browserless

Once you have the Chronicall Desktop installed, you will have access to two desktop applications: Chronicall Desktop (see Functions of Chronicall Desktop) and Browserless Chronicall.

Account Codes

Note: Before configuring Account Codes, make sure that Agent Desktop agents have access to the Chronicall Desktop. (see Chronicall Desktop for Windows - Installation / Configuration) If the agent does not have access to the desktop application, or if they're not logged into it, the Agent Desktop features will not function.

Chronicall Desktop - Overview

The Chronicall Desktop application that works in conjunction with the Chronicall Software. It is a separate download/install that provides several features in addition to Chronicall.

Configuration of SFTP for Windows

Setup the SFTP

Desktop Values

Note: Before configuring Desktop Values, make sure that Agent Desktop agents have access to the Chronicall Desktop. (see Chronicall Desktop for Windows - Installation / Configuration) If the agent does not have access to or are not logged in to Chronicall, the Agent Desktop features will not function.

Licensed Desktop Agents

If you have purchased the Chronicall Agent Desktop module, you will need to assign the Chronicall Agent Desktop licenses. In order for an agent access the Agent Desktop features there are two things that have to take place:

Avaya IP Office - Server Requirements

Format

How to License Agents

Licensing agents of your PBX allows you to log their call data and potentially record their calls. Depending on your iteration of Chronicall, you will have different ways to license them. Also, depending on what licenses you possess, you have different feature sets.

Manage Pause Permissions

In a majority of cases, calls will be set up to record automatically. However, there may be times wherein you would like to have the option to record a call manually if an agent is not set up to record automatically. A call can be recorded manually as long as there is a recording port available.

Web Chat Cloud Service Integration

Use Cases

Single SIP Extension

SIP Configuration with an Avaya OEM License

Realtime Alerts and Triggers

Part of the Realtime module allows for Realtime Alerts and Triggers. This provides an alert function anytime that a specified Realtime threshold has been hit.

VRTX Configuration

Note: We recommend installing your device during a period of low call volume, such as after hours, to avoid missing calls and call data.

VRTX Configuration

Note: We recommend installing your device during a period of low call volume, such as after hours, to avoid missing calls and call data.

System Settings (Avaya IP Office)

With Administrator access (see Agent Accounts) you will be able make System Settings changes.