How to Demo Inbound Call using Agent View

The following instructions will get you setup and ready for your demo presentation to clients to show how Inbound Calls will pop a Script using the Ivinex Agent View. Note that many of the login details are shown in the "How to Login" section for reference.

INSTRUCTIONS:

1. Before you ever sign into Ivinex or execute anything, you will want to Launch Max (CXone) first with URL: https://auth.nice-incontact.com/login/#/

Use your credentials for login to Launch MAX Agent in CXone:

Username: %Username%

Password: %Password%

Once you log into CXone, go to the upper right-hand corner to select for LAUNCH MAX.

You will then want to set your phone number (Set Phone Number) in MAX Agent. Then select Connect, as shown.

Set Phone Number on MAX Agent - CXone (inContact)

MAX will the put you as UNAVAILABLE Status.

Note that the MAX Agent will be a 'separate' window from the Ivinex Unified User Interface (UUI) layer.

You can move your MAX window and set it next to the Ivinex UUI window for easy access and usability on the same screen for demo presentations.

Launching MAX Agent - inContact

2. Now you are ready to log into the Ivinex Call Center after MAX setup. https://demo.ivinex.com/InContact

Username: %Username%

Password: %Password%

Once you login, you should see the Agent View interface as a 'blank window' with the Ivinex Agent Controls. The Agent Controls should have the Logout button, and Agent Status is Unavailable AND Waiting - as shown below in Ivinex Agent Controls Detail.

If you DO NOT see both of these Statuses, then you have a problem, and will need restart the instructions.

Make sure that the Dialer and Agent Status (circled in red) -- are shown this way. Connected to CXOne. After you confirm that it is setup correctly, go ahead and click the close ("x") button on the upper right-hand corner. You no longer need the Agent Controls.

Ivinex Agent Controls Detail

Note: We will be using the MAX Agent. HIDE the Agent Controls by clicking on the close button ("x") in the upper right-hand corner.

The image below shows the Unified User Interface (UUI) windows together (side-by-side).

The Ivinex Agent View tab (on the right-hand side) and MAX Agent (on the left-hand side).

This is the setup to present to the client when demonstrating the Script-Pop on the Agent View.

IMPORTANT: Phone Number to DIAL for Inbound Calls: Get From CXone

3. You can now go to your customer website demo (IVN Airlines): https://demo.ivinex.com/InContact/Client/AirlineDemo/

We will be using the "CLICK TO CALL" button (as shown below in RED). But not until we have everything setup first.

When clicking the CLICK TO CALL button, a call will be initiated for the demo for script pop.

4. Set your MAX Agent to AVAILABLE.

5. Dial the Phone Number OR click on the CLICK TO CALL button on your customer demo IVN Airlines site (as shown above).

Phone Number to DIAL for Inbound Calls: Get This Number from CXone

6. Press 1 on Phone for Reservations. When asked in the IVR.

7. Answer the Agent Leg.

8. Call will then be connected to you.

9. When you get the call, the selected Script will pop on the Ivinex Agent View. This will demonstrate to the client how the Script-Pop works. See image below of a Script popping up using MAX (for example):

This is the type of view that you want to show to the client for demo. Views and scripts can be changed or customized based on customer (as well as changing out logos, etc..). You can also use the 'Themes' feature to make it look custom to the client.

Note: If there is no Screen Pop setup, it is because the Campaign is not configured correctly in Ivinex to pop one yet. See the details in How to change Agent View - Scripting (Pop-Up) tutorial -- for explanation of configuration.