SCOPLINK and APA Administrator Guide

SCOPLINK and APA Administrator Guide

For APA 3.0, updated August 3, 2021

Introduction

This guide explains how to set up SCOPTEL to enable use of SCOPLINK and SCOPLINK Agent Portal Application (APA) by your installation’s endusers. SCOPLINK provides telephony controls to your enduser on the desktop along with CRM integration.  SCOPLINK APA is an enhanced version for call centres using the Automatic Call Distributor (ACD) feature in SCOPTEL. It speeds up the work of agents by providing telephony actions on their desktop along with their workstation telephone.

CRM integration is a premium feature for SCOPLINK that must be purchased separately. Incoming calls trigger the opening of the appropriate customer page in the CRM for immediate use.

SCOPLINK software is available at http://download.scopserv.com/software/


Requirements

You must have SCOPTEL installed and running with a valid licence and this licence must include permission for activating SCOPLINK, but all users have access to the basic SCOPLINK.  In SCOPTEL, under Configuration > Server > License , you can see whether you have SCOPSERV APA included in your licence and how many units are allowed. This number indicates the number of simultaneous connections allowed.

If your agents work remotely, your SCOPTEL installation must also be accessible on a public IP address, and in the case you have a firewall between your server and Internet access, it must not block access to the public port. By default this is port 5555, same as the SCOPTEL GUI port. It is also possible to work through a VPN as long as SCOPLINK can directly access your server’s IP address.

If your agents only need to work in a local environment, then your server’s IP address must be accessible on their local network.

SCOPDEV Installation

SCOPDEV is the API for all external applications integrated with SCOPTEL.  It is included in the latest version on SCOPTEL. If you want to make sure your system has the latest available version, you can run this command:

  1. $ scopserv_yum install scopserv-api-events
  2. $ scopserv_yum install scopserv-api-v3

Enduser Configuration

All users have the right to basic SCOPLINK.  For the premium package, it must be purchased separately and configured in SCOPTEL.
  1. In SCOPTEL, got to Configuration > Telephony > Extensions.
  2. Under the Phones tab, select and extension to edit.
  3. For UPA Mode, select "Premium".
  4. Click Save.

Agent Configurations

To enable agents to use APA or APA Premium, 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 for all the agents you want to enable and when all your changes are made, click Commit .

Auto-Answer

Typically, call centres will want to set auto-answer option in SCOPTEL. To set 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 your changes are made, click Commit .

Pause Codes

APA can be used by agents to switch to ‘pause’ mode. If you need agents to be able to select pause codes, you must define them 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 automatically updated and will provision APAs with this info next time they log in.

Call Tags

APA can be used by agents to tag calls with system defined labels. If you need agents to be able to tag calls, you must first define them 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 will be automatically updated and will provision APAs with this info next time they log in.

CRM Integration

SCOPLINK supports the following integrations:

  1. Salesforce
  2. ZenDesk
  3. Zoho
  4. ZohoDesk

Incoming calls will triggers SCOPLINK to open a browser window in the CRM. Depending on the CRM, one of the following will occur:

  1. display contact info screen for known contact
  2. display new contact form
  3. display new task or ticket form

For example, in Salesforce you would see something like this displayed for an incoming call from an existing contact:


When the integration is activated, the agent must also already be logged into the CRM to use it, otherwise they will be sent to the login screen. An integration is set on a tenant. You can set one integration for each tenant. Each must have its own key. To activate the integration refer to the section below for your CRM.

IMS is the external service that enables CRM integration. As a reseller, you must first get your IMS reseller account from SCOPSERV. You must specify your location to be linked with the right IMS server for your location. You need to take note of the IMS server URL to use it as described below.

Salesforce

To set up integration with Salesforce, you will need to keep both IMS and Salesforce portal open. Follow these steps:

Your Salesforce account must have REST API Enabled. Check here the Salesforce editions in which the API is available. Salesforce accounts with Person Accounts enabled are not supported.
In IMS:
  1. Open IMS.
  2. Go into Tenants and click New Tenant .
  3. Type the name of a tenant that matches the one in your SCOPTEL installation and click Save Tenant .
  4. Go into Providers , then click New Provider Config .
  5. Select the tenant created previously.
  6. Select Salesforce (V2 API) in CRM Provider.
  7. Take note of the generated API Keyand OAuth2 Return URL.

In Salesforce:

  1. Log into your Salesforce developper account.
  2. Click on Gear icon > Setup .
  3. On the sidebar, under the section PLATFORM TOOLS, select Apps > App Manager.
  4. Click New Connected App button on the top right of the webpage.
  5. Enter an App name, example ‘PBX’, a contact e-mail and press Save .
  6. Scroll down to API (Enable OAuth Settings) and enable the checkbox Enable OAuth Settings .
  7. In Callback URLfield, copy the OAuth2 Return URL from IMS.
  8. Give the following permissions:
    1. Access and manage your data ( api)
    2. Access your basic information
    3. Access to your unique identifier ( openid)
    4. Full Access
    5. Perform requests on your behalf at any time
    6. Provide access to your data via the Web
  9. Press Save .
  10. Click Apps > App manager .
  11. Find your app from the list and click View .
  12. In the API section note the Customer key and Customer secret.
  13. Click on Manage at the top and Edit Policies.
  14. Go to the OAuth policies section and set Permitted users to All users may self-authorize.
  15. Press Save .

In IMS:

  1. In the provider creation page, enter the Customer Key and Customer Secret.

Call Logging

If you want to log external calls to Salesforce, you need to define the extension number for every user. This way, the integration can map the extension number of the agent that received the call to the Salesforce user. For this, you need to use the existingExtension field.

  1. In Salesforce, click on Gear icon > Setup .
  2. On the sidebar under the section ADMINISTRATION, select Users > Users .
  3. Open the users for whom you need to report calls.
  4. Press Edit .
  5. Populate the Extension field with the extension number.
  6. Press Save .
  7. Repeat for each user.

Recording Logging

Call recordings are saved to SCOPTEL when this feature is turned on. Links to the recordings are saved to theDescription field of the activity by default. To change this behaviour:

In Salesforce:

  1. Click on Gear icon > Setup .
  2. On the sidebar, under the section PLATFORM TOOLS , select Object and Fields then Object Manager .
  3. Open the Activity object, and go to Fields & Relationships > New .
  4. Select the type URL, then click Next .
  5. Choose a field label (we recommend Recording). The name will be autogenerated.
  6. Click Next .
  7. Choose who can view the field, then Next .
  8. Check Task Layout , uncheck Event Layout .
  9. Click Save.
  10. Go back to Fields & Relationships and find your newly created field, copy the text under FIELD NAME .

In IMS:

  1. In IMS, copy the field name under Recording Field ID (Activity Object).

Contact Matching Strategy

Salesforce requires that phone number lookup be performed using the last 4 or 7 digits. otherwise Salesforce will not return any data.

In SCOPTEL:

  1. Go to Configuration > Telephony > Manager .
  2. Select your tenant to edit.
  3. Select the CRM tab.
  4. Enter the IMS URL and copy the API Key from IMS.
  5. Set the contact matching to “Match at least X number of characters” and configure either 4 or 7.
  6. Click Save , then Commit .

In IMS:

  1. Set the lookup order and behaviour according to your preferences.
  2. Click Save Configuration .
  3. In the listing, press the Start button in the blue box. A new browser tab will be launched, asking you to grant permissions to the Client ID you just created.
  4. Press Approve .

The integration is now active.

Zendesk

To set up integration with Zendesk, you will need to keep both IMS and Salesforce portal open. Follow these steps:
In Zendesk:
  1. Create a user agent with contacts read/write and tickets read/write permissions.
  2. Log into Zendesk.
  3. Click on the Settings icon on the side menu, then click API and select the Settings tab.
  4. Enable the option Enable API authentication using an agent's email address and password.

Call Logging

If you want to report external calls to Zendesk, you need to create a custom field on the User entity to hold the agent extension number. This way Scoptel can map the extension number of the agent that received the call to the Zendesk user. Information on how to add custom fields to Users can also be found here.
Note:  The current default behaviour is to create a ticket for each calls, then close it when the call ends. This is to be enhanced with configurable behaviour in a future version.
  1. Click the Admin icon on the sidebar, then select User Fields.
  2. Drag a Numeric field from the right to the Active fields area, and place it where you want it to appear. Alternatively, click the Plus sign (+) beside the Numeric type.
  3. Enter the Field title shown to agents, and the Field key (identifier for the API), on the properties panel on the right. Take note of the Field key, as you will need it later when you configure IMS. Finally click on Create field.
  4. Click the Admin icon on the sidebar, then select People.
  5. Open the Users for whom you need to report calls, and populate the newly created field on the left bar with the extension number.
You have created the Extension field.  Take note of the Extension Field ID which is required in the final steps.

Recording Logging

To set up recording logging, follow these steps in Zendesk:
  1. Click the Admin icon on the sidebar, then select Ticket Fields.
  2. Click the Add Field, then select "Text".
  3. Make sure Permission is set to "Agent only".
  4. Enter the Field title shown to agents, ex.: "Recording".
  5. Leave the rest as is and click Save.
You have created the Recording field.  Take note of the Recording Field ID which is required in the final steps.

Final Steps

In IMS:
  1. In the Provider creation page, enter the subdomain part of the Zendesk URL.
  2. Enter the Email and Password from the previous step.
  3. Enter the Extension Field ID and Recording Field ID (see steps above).
  4. Click Save.

Zoho

To set up integration with Zoho, you will need to keep both IMS, SCOPTEL, and Zoho Accounts open. Follow these steps:

In IMS:

  1. Open IMS.
  2. Go into  Tenants  and click  New Tenant .
  3. Type the name of a tenant that matches the one in your SCOPTEL installation and click  Save Tenant .
  4. Go into  Providers , then click  New Provider Config .
  5. Select the tenant created previously.
  6. Select  Zoho  in CRM Provider.
  7. Take note of the generated API Key and OAuth2 Return URL.

In SCOPTEL:

  1. Go to  Configuration > Telephony > Manager .
  2. Select your tenant to edit.
  3. Select the  CRM  tab.
  4. Enter the IMS server URL and copy the API Key from IMS.
  5. Click  Save , then  Commit .

In Zoho:

  1. Login into  https://accounts.zoho.com/developerconsole  .
  2. Click  ADD CLIENT .
  3. When asked to choose a client type, select Server-based Applications.
  4. Enter the Client Name, for example: "ScopTEL PBX".
  5. Enter a Homepage URL, for example: " https://www.scopserv.com ".
  6. In the  Authorized redirect URIs  field, enter the OAuth2 Return URL.
  7. Press the  Create  button and Zoho will generate the Client ID and Client Secret.

Call Logging

If you want to log external calls to Zoho, you need to define the extension number for every Zoho user. This way, the integration can map the extension number of the agent that received the call to the Zoho user. You can use an existing standard field from the User entity, or you can also create a custom field (as explained below.)

In Zoho:

  1. Log into your Zoho CRM account with administrative privileges.
  2. Go to  Setup > Users and Control > Users .
  3. Select the user you want to edit from the list of available CRM users and click the  Edit  icon.
  4. In the  Edit User  form, click the  Manage fields  link
  5. In the  User form  builder, select a  Phone  field from the  New Field  stray on the left and drag the required field type, and drop it into the desired module section on the right.
  6. Specify the label of the field. The label will be converted to a field id in which spaces are replaced with "_". For example, the field label "Extension Number" will convert to the field id "Extension_Number".
  7. Refresh the  Edit User  page, populate the newly created field with the extension number and click  Save .
  8. Repeat for all users.

In IMS:

  1. Type the name of the field id in the Extension Field ID (User object)field.

Recording Logging

Recordings are saved to the "Description" field of the Call activity, as no fields can be added to Call objects. If you want to save recording links, in IMS type "Description" in the  Recording Field ID (Call object)  field.

Last Steps

In IMS:

  1. Set the lookup order and creation behaviour according to your preferences.
  2. Click  Save Configuration  and then go back.
  3. Press the  Start  button in the blue box. A new browser tab will be launched, asking you to grant permissions to the Client ID you just created.
  4. Press  Approve .

The integration is now active.

Zoho Desk

Integrate Zoho Desk with ScopTEL IP PBX
  1. Open the integration manager, go into "Providers", then click "New Provider Config".
  2. Select the required tenant.
  3. Select "Zoho Desk" in CRM Provider.
  4. Take note of the generated API Key and Redirect URL.

Zoho Configuration

  1. Login and go to  https://accounts.zoho.com/developerconsole  Click on “ADD CLIENT”.
  2. When asked to choose a client type, select “Server-based Applications”.
  3. Enter the Client Name, for example: “ScopTEL PBX”.
  4. Enter a “Homepage URL”, for example: “ https://www.scopserv.xn--com-9o0a./
  5. In the Authorized redirect URIs field, enter the URL provided in the previous section, step #4.

When you press the Create button, Zoho will generate the Client ID and Client Secret.

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.

ScopSERV Integration Manager Configuration

  1. In the provider creation page, enter the Accounts Server URL and Zoho Desk URL. The default value applies in many cases, but you can use for example https://accounts.zoho.eu/ and https://desk.zoho.eu/ if your account in based in Europe.
  2. Enter the Client ID and Client Secret from the previous step.
  3. Enter the extension and recording field IDs (the defaults work).
  4. Set the department name to associate with calls (required). The name must be exactly the same as seen in the Zoho Desk Setup.
  5. Save and then go back.
  6. Press the "Start" button in the blue box. A new browser tab will be launched, asking you to grant permissions to the Client ID you just created.
  7. You will be prompted to select an account, choose your normal user account (not the developer account). Press the Accept button to grant access to the data from your Zoho Desk account, to the Client ID previously created.

Kuando Busylight

Busylight is a device connected to agents’ computer that emits light of different colour based on the status of the agent. This allows you to view at a glance if an agent is available, and to avoid disrupting a busy agent.  SCOPLINK and APA support this 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



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