Configuring CTI Agents

Access the CTI Agent Configuration page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then CTI Configuration, and then Agent, and then CTI Agent Configuration

This example illustrates the fields and controls on the CTI Agent Configuration page. You can find definitions for the fields and controls later on this page.

CTI Agent Configuration page

Configuring CTI agents involves the CTI Agent Configuration page, the Phone Book page, and the Personalization page.

Field or Control Description

User ID

Displays the PeopleSoft user ID of the agent.

Agent Information

Field or Control Description

Effective Date

Enter the date on which the current configuration should become active.

Agent ID

Enter a user ID for the agent within the switch.

Agent Password

Enter the password that the agent uses to sign in to the phone, if any.

Queue

Enter the name of the queue that you want to assign to an agent. Use the Queue Configuration page to associate a queue with a directory number identifying an ACD group.

Configuration ID

Select the name of the configuration that you want to associate with the agent. The configuration ID is the name of the configuration that you created using the CTI Configuration page.

Application User Name/Password

These fields appear only if they are relevant to your setup. Enter the CTI user name and password of the agent.

CTI Client Signature

Note: This option appears only for Cisco configurations.

This control shows the signature of a particular agent. The signature uniquely identifies an agent if you have implemented call monitoring. Typically, this value appears as an email address, such as john.doe@example.com.

Trace Level

Options are:

  • 0 - None: Disables tracing.

  • 1 - Info (informational): Traces agent actions, such as dialing out, transfers, and so on.

  • 2 - Debug: Used to troubleshoot crashes and other major errors.

    If you ever need to open a PeopleSoft GSC case about a CTI issue, include a level 2 - Debug trace.

If a value other than 0 is selected, a tracer window appears to display activities and events on the chat or MultiChannel Console for debugging purposes.

If you are using the JSMCAPI console, two tracers (a JSMCAPI tracer and a console tracer) appear if trace level 2, Debug, is selected.

Note: Setting the trace level to 2 - Debug can degrade performance. Unless you are troubleshooting the system, set the trace level to None.

Limit debug tracer log size

This check box is enabled when the value entered for Trace Level is not 0. Select this check box to enable the agent to clear the tracer log based on Number of log messages to save when cleared and Maximum number of log messages to allow.

If the check box is cleared, the tracer log will not get cleared and the Number of log messages to save when cleared and Maximum number of log messages to allowfields will be disabled.

Number of log messages to save when cleared

Specify the minimum number of recent tracer log messages that should be maintained in the tracer window.

Maximum number of log messages to allow

Specify the maximum number of tracer log messages that will be maintained in the tracer window.

See Creating PeopleSoft MCF Agents for a Third Party.