Startup Application
The 'Startup Application' page provides allows you to configure applications which should be triggered when a service task is received. This configuration is used by the Agent Assistant (AA) application, installed on your Agent (Client) PCs. .
Usually these applications are CRM's or Ticketing Tools, but you may configure this to whatever additional tools needed.
The 'Startup Application' page is accessible via Settings -> Agents -> Startup Application:
To add a new entry, click on "+Add". You can also click an existing entry to view its details:
The Startup Application panel contains the following settings to configure:
Control Name | Description |
---|---|
Name | Startup Application (Configuration) name. |
Organization Unit | Select Organization Unit to which the startup application will be assigned. |
Description | Startup Application configuration description. |
Application Details | Note: Some elements only appear based on the "Type" of Application selected |
Path |
|
Parameter | Contains parameters which are passed as arguments to the EXE. Or it contains e.g. URL to load on default browser.
|
Start if anonymous calls | If checked, CRM integration is triggered for anonymous callers. |
Close at hang up | Indicates if Agent Assitant application should try to close the opened CRM instance (if standalone application) after call has been hung up. |
Start Type | Indicates when the integration is triggered.
|
Type |
|
Regex Setting | |
Set For Service | Regex (and replacement) to be applied to the service SIP URI (Service is either the service's phone number or if it does not exist). |
Set For Caller | Regex (and replacement) to be applied to to the caller's phone number (parsed from the conversation's subject). If the subject contains SIP-Address (internal or federated call to service), the system tries to parse the work phone from this contact. |
Set For Agent | Regex (and replacement) to be applied to the agent (Work Phone of the agent otherwise empty) |