Phone installation and configuration

Before the phone communication channel between customer service agents and external customers can be used, the Notify, CTI Softphone, Customer Service Management, and Openframe plugins must be activated and configured, and a Twilio Voice account must be set up.

Before you begin

Role required: admin

Procedure

  1. Activate the Notify plugin (com.snc.notify).
  2. Set up a Twilio Voice account.
    You can create an account at https://www.twilio.com.
  3. Configure Notify to use the Twilio Voice service .
  4. Activate the CTI Softphone plugin (com.snc.cti).
    If you want to load the demo data for CTI Softphone, you must also activate the Customer Service CTI Demo Data plugin (com.snc.customerservice_cti_demo). This demo data includes sample workflows.
  5. Activate the Customer Service plugin (com.sn_customerservice).
  6. Activate the Openframe plugin (com.sn_openframe).
    Activating the Customer Service Management plugin automatically activates the Openframe plugin.
  7. Create an OpenFrame configuration or use the default CTI configuration by enabling the Default field.