SCOPLINK and APA Administrator Guide

SCOPLINK and APA Administrator Guide


For APA 4.0.2, updated August 26, 2025

Introduction

This guide describes how to configure SCOPTEL to enable the use of SCOPLINK and the SCOPLINK Agent Portal Application (APA) for end users in your installation.

  • SCOPLINK provides desktop telephony call controls

  • SCOPLINK APA is an enhanced version designed for call centres using SCOPTEL’s Automatic Call Distributor (ACD). It accelerates agent workflows by offering telephony actions directly on the desktop, synchronized with their workstation telephone or softphone.

Note: CRM integration is a premium add-on for SCOPLINK and must be purchased separately. With this feature enabled, incoming calls automatically open the corresponding customer page in the CRM.

Download SCOPLINK: http://download.scopserv.com/software/

Requirements

  1. SCOPTEL installation

    • SCOPTEL must be installed, running, and licensed.

    • The licence must include permission to activate SCOPLINK for premium versions.

    • All users have access to the basic SCOPLINK client.

    In SCOPTEL > Configuration > Server > License, verify if SCOPSERV APA is included in your licence.

    • The “units” field indicates the maximum number of simultaneous APA connections allowed.

  2. Network accessibility

    • If agents work remotely:

      • The SCOPTEL server must be accessible via a public IP address.

      • Firewalls must allow inbound access on the SCOPTEL GUI port (default: TCP 5555).

      • Alternatively, a VPN may be used, provided SCOPLINK can directly reach the server IP.

    • If agents work locally:

      • The SCOPTEL server IP must be accessible on the local network.

SCOPDEV Installation

SCOPDEV is the official API used by all external applications that integrate with SCOPTEL.

It is included by default in the latest version of SCOPTEL.

To verify that your system is running the most recent version of SCOPDEV, run the following command on your SCOPTEL server:

  1. $ scopserv_yum install scopserv-api-events
  2. $ scopserv_yum install scopserv-api-v3
All users have access to the basic SCOPLINK functionality.
The premium features (such as CRM integration and the Agent Portal Application) require a separate licence purchase.

In SCOPTEL, go to Configuration > Telephony > Extensions.
  1. Under the Phones tab, select and extension to edit.
  2. For UPA Mode, select "Basic or Premium".
  3. Click Save.
      
To enable agents to use SCOPLINK APA , follow these steps:
  1. In SCOPTEL, go to Configuration > Telephony > Queues and Agents , and click the Agents tab.
  2. Select the agent to edit.
  3. For APA Mode, select "Basic" or "Premium".
  4. Click Save.

     

Repeat the procedure for each agent you want to enable. When all changes have been applied, click Commit to save and activate the configuration.
-      SCOPLINK Basic
        Caller pop-up
-      SCOPLINK Premium
        Caller pop-up with CRM Integration
-      SCOPLINK APA 
        Agent banner with CRM Integration and extension features

To log in to SCOPLINK, users will need the following credentials:

-      Server address with public port
-      Tenant ID 
-      Extension number
-      SIP Password
***  Make sure the APA mode is not enabled


Once connected, make sure all services status are ON 


To log in to SCOPLINK Agent Portal Application (APA), agents will need the following credentials:

-      Server address with public port
-      Tenant ID 
-      Extension number 
-      Agent number
-      Agent password
***  Make sure the APA mode is enabled 





Once connected and agent logged in, make sure all services status are ON 


AWT                     This option displays the Average Waiting Time (AWT) as well as the real-time status of all queues available to the agent.



WAITING             This option displays the number of active callers currently waiting in the queues
QUEUES               This option allows the agent to log in to or log out of specific queues as needed.


You can use the interactive icon to manage your agent’s extension.


This provides quick access to telephony controls such as:
-      Call Tagging – apply predefined call tags for reporting and classification (see Call Tags section).
-      Do Not Disturb (DND) & Call Transfer – enable/disable DND mode or transfer an active call.
-      Voicemail – review and manage voicemail messages.
-      Agent Pause Codes – apply pause codes to indicate non-availability status (see Pause Codes section).

Settings

By clicking on the icon, you can access the settings menu, which includes configuration options as well as the following features:

  • Log Out – disconnects the agent from the current session.

  • Quit – closes the SCOPLINK/APA application.



Automatically open Contact Info window during a call
** If this option is enabled, a pop-up notification will appear with the caller’s details whenever a match is found in your CRM.
** By clicking on the customer profile icon in the pop-up, the configured CRM will open directly to the customer’s record.

Automatically open call taging window after a call

** If enabled, this option will provide a pop-up with the call tags as configure by your administrator 'see Call Tags'

** If this option is enabled, a pop-up window will appear displaying the call tags configured by your administrator (see Call Tags section).

When you have finished making your selections, click SAVE to apply and store the changes.


Auto-Answer

In most call centre environments, it is recommended to enable the Auto-Answer option in SCOPTEL when using the dial feature from the banner.

To configure Auto-Answer:

  1. In SCOPTEL, go to Configuration > Telephony > Extensions .
  2. Select the extension.
  3. Under Phone Options > SIP Alert , select the correct Device type. This will enable the auto-answer feature.
  4. You may selectively choose which types of calls this applies to, for example Queues (ACD).

When all configuration changes are complete, click Commit to save and apply them to the system.

Note: Changes will not take effect until they are committed.

The Auto-Answer feature can also be configured directly on most hardphones and softphones, in addition to being managed from SCOPTEL.

Pause Codes

Agents can use the APA (Agent Portal Application) to switch their status to Pause mode.

If you require agents to select a specific Pause Code (e.g., Break, Training, Meeting), these codes must first be defined in SCOPTEL.

  1. In SCOPTEL, go to Configuration > Telephony > Queues and Agents .
  2. Go under the Tag/Pause Code tab.
  3. Click on Add a new Tag/Pause Code .
  4. Select a tenant.
  5. Select Pause Code.
  6. Write a code and tag. ‘Tag’ is what will be displayed in APAs.
  7. Click Add.

SCOPDEV will be updated automatically and will provision the APA clients with the new information the next time agents log in.

Call Tags

Agents can use the APA (Agent Portal Application) to apply system-defined call tags to their calls for reporting and classification purposes.

If you need agents to use call tagging, the tags must first be defined in SCOPTEL.

To configure Call Tags in SCOPTEL:

  1. In SCOPTEL, go to Configuration > Telephony > Queues and Agents .
  2. Go under the Tag/Pause Code tab.
  3. Click on Add a new Tag/Pause Code .
  4. Select a tenant.
  5. Select Call Tagging.
  6. Write a code and tag. ‘Tag’ is what will be displayed in APAs.
  7. Click Add.

SCOPDEV updates automatically and will provision the APA clients with the new configuration the next time agents log in.

CRM Integration

SCOPLINK PREMIUM and SCOPLINK APA supports integration with the following CRM platforms:

  1. Zoho CRM

When an incoming call is received, SCOPLINK triggers a pop-up window that provides quick access to the caller’s contact information stored in the CRM.

  1. Display the contact information screen automatically if the caller is already a known contact.
  2. Display a new contact form in the pop-up if the caller is not found in the CRM, allowing the agent to create a new record.

Zoho Desk

Zoho Desk can be integrated with SCOPTEL IP PBX via SCOPLINK and SCOPDEV API to provide agents with telephony controls and CRM integration directly within the Zoho Desk environment.
  1. In SCOPTEL, go to Configuration > Telephony > Manager 
  2. Select a tenant.
  3. Click on CRM Integration
  4. CRM Application Select Zoho CRM and fill the following information
  5. When completed click on Save
Step 1: Create Application
  1. Go to Zoho API Console  https://api-console.zoho.com/
  2. Click Add Client, then select Self Client
  3. Fill required information and click Create
  4. Copy Client ID and Client Secret below
Step 2: Generate Authorization Code
  1. In API Console, go to Generate Code tab
  2. Enter scopes: ZohoCRM.org.READ,ZohoCRM.users.READ,ZohoCRM.modules.ALL
  3. Set validity duration and click Create
  4. Copy the generated code to Authorization field below
            

You can Test the connection or Refresh the token by returning on the CRM Integration Menu

            

Call Logging

If you want to log external calls to Zoho Desk, you need to define the extension number for every Desk agent. This way, the integration can map the extension number of the agent that received the call to the Zoho user.

  1. Go to Setup -> Agents, find the user you want to set and click the pencil icon "Edit".
  2. In the Edit User form, click the "More ..." link.
  3. In the "Extn" field, put the agent extension, then save.

Open any other Users for whom you need to report calls and fill the extension field.

Recording Logging

Recordings are saved to the "Description" field of the Call activity, as no fields can be added to Calls object.


Kuando Busylight

A Busylight is a hardware device connected to the agent’s computer that displays different colours based on the agent’s status.

This feature allows supervisors and colleagues to see at a glance whether an agent is available, busy, on a call, or in pause mode, helping to avoid interruptions and improving overall workflow visibility.

Both SCOPLINK and APA natively support Busylight hardware.

To install Kuando Busylight:

  1. Download the KuandoHub software from this web page: https://www.plenom.com/downloads/download-software/ . Choose the version appropriate to your operating software.
  2. Install and execute KuandoHub.
  3. In KuandoHub, go to Platform Prioritiesand make HTTP active.
  4. In KuandoHub, go to Advanced Settings and turn HttpServer to On.
  5. In APA, the default settings are set so it will connect to KuandoHub. This is toggled in Settings > Enable Busylight .

Busylight runs as a service on localhost:8989

Kuando Busylight using SCOPCOMM & HP POLY Headsets 'Plantronics'

  1. Download the KuandoHub software from this web page: https://www.plenom.com/downloads/download-software/ . Choose the version appropriate to your operating software.
  2. Download the Plantronics Hub software from this web page: https://support.hp.com/ca-en/poly
  3. Start the KuandoHub application 
  4. Start the Plantronics Hub application and under /Settings / Softphones | SDK-enabled the busylight should automatically be linked
            
       If the Busylight is not functioning as expected:

  1. Reboot your computer.

  2. Ensure that KuandoHub software is installed and running in the background.

Note: KuandoHub is required for SCOPLINK/APA to communicate with the Busylight device.

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