1. Implementing Care Experience
  2. Configure CTI

Configure CTI

You must sign in as an administrator to configure the media toolbar, application classification and screen pop up.

Configure Media Toolbar

As an administrator, you can configure the vertical media toolbar. The media toolbar is displayed in the following ways:

  • If the company has enabled partner Computer Telephony Integration (CTI) service.

  • When the signed-in user has access privileges to a toolbar.

While configuring the toolbars, you can also configure the incoming call notification window. The notification window displays basic details about the incoming call.

Note: As an administrator, you can configure multiple media toolbars, and specify a default.

Here's how you can configure the media toolbar.

  1. Go to Navigator > Others > Setup and Maintenance.

  2. In the Setup and Maintenance work area, click the Tasks icon.

  3. Select Search and enter Manage Media Toolbar Configuration.

  4. Click the Manage Media Toolbar Configuration link.

  5. On the Manage Media Toolbar Configuration page, click Add New to add a toolbar. Enter a name for the toolbar.

  6. From the Status options, select Enabled to make the toolbar active. If a default toolbar is already specified, this field is disabled by default.

  7. Select the Redwood layout. The layout is selected as Embedded (Horizontal) by default.

  8. Enter the domain name. This configuration entry will help you in URL redirection. If you enter the domain name in the Domain Name field, then the application allows cross-origin requests from hosts within the same primary domain or any sub-domain.

  9. In the Settings section, Enter the CTI customer URL.

  10. Select the recently added toolbar from the list of toolbars and click Default to set the toolbar as a default one for all the enabled users.

  11. Click Save or Save and Close.

Configure Profile Options to Enable Partner Media Toolbar

The profile option SVC_PARTNER_MEDIA_TOOLBAR_ENABLED controls the visibility of the partner media toolbar. If you don't enable the profile option, the partner media toolbar is hidden. You can either set this profile option either at a site level or at a user level.

For more information, see the Configure Profile Options to Enable Partner Media Toolbar topic in the Implementing B2B Service guide.