Contact Center Setup & Usage Guide¶

Document Metadata

Category: Customer Portal / Contact Center Installation
Audience: Administrators, Engineers, Support Team
Difficulty: Intermediate
Time Required: Approximately 20–40 minutes
Prerequisites: Active ConnexCS account, administrative access to the Customer Portal module, and required permissions to install and configure contact-center features in the portal
Related Topics: Customer Portal – Contact Center Overview, Portal Access Configuration, Customer Dashboard, Contacts Management
Next Steps: Follow installation steps to enable contact-center features in the Customer Portal, assign roles and permissions, test portal login and functionality, and verify integration with existing customer and contact data

Install Contact Center App¶

Login to your Control Panel.
Navigate to Setup App Store.
Click on the Contact Center application. Click on Install.
Modify the App Name (optional) and select the app Version (optional). Click Install.

Configure the Contact Center App¶

Click on Config.
A window will pop-up where you need to select the User API, Class 5 Server and Class 4 Server and hit the Next Step button.

Important Note

Make sure to select a Class 4 server where WebRTC and TLS are enabled.
The user must select a database using the dropdown, or they can click on New Database to create and select a new one. Click Confirm.

Add the Domain¶

Navigate to IDE Select the Contact Center App (you created) Domain. Click on Domain.
Click on the blue + sign.
Select the App and enter the domain for your dialer. Click Save.

Click here to get more information on domains.

An internal number block range is required to create agents.

After following the above steps, we've successfully installed the Contact Center application.

Next, we proceed to review the Contact Center application's setup process and understand its operational workflow.

You can Rename or Reposition the Contact Center button in the portal.