{"componentChunkName":"component---src-templates-tree-layout-js","path":"/Applications/Voyager_Next/Features/Voice_Features/","result":{"data":{"content":{"frontmatter":{"title":"Voice Features","description":null,"show_cards":null},"fields":{"slug":"/Applications/Voyager_Next/Features/Voice_Features/","current":"Voice_Features","parent":"Features","root":"Voyager_Next"},"html":"

Voice Features

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Voyager Next utilizes the Softphone application, allowing agents\nto take incoming and outgoing voice calls.

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The partner will have to select telephone numbers which they can share\nwith their customers through their website. The partner will also have\nto add queues and associate attributes that will help a call to route to\nthe Voyager NEXT (VNext) softphone, as well as set up softphone service provisioning for their agents\n(see Onboard Agents).\nOnce setup is done, the agent will see the softphone pop up after login in to VNext.

\n

For more info on voice services, see\nVoice Channel Integration.

\n

Softphone

\n

Softphone is an embeddable web based software telephone that enables\nagents to handle incoming, and outgoing phone calls. While on the call, they hve access\nto phone features like mute, hold, hang up over webRTC. Softphone application can be plugged into any\nweb application with minimal development effort.

\n

Enable Softphone in Voyager Next through the Conversation Platform, and follow the quick start guide (Voice Configuration) to get started.

\n

Softphone Features

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\n \n \n \n \n

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\n \n \n \n \n

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\n \n \n \n \n

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Bring Your Own Container for Softphone

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A partner can choose to not use VNext as a container for softphone and\nstill be benefitted by it. Here are the steps to ensure that softphone\ncan be configured in any HTML container.

\n

Adding Softphone Package as a Module Dependency

\n
npm install @gco-vnext/softphone-ui
\n

Adding Softphone into Your Application

\n

The following will add the Softphone UI into your application.\nThis step assumes that the parent application is written using React

\n
import Softphone from '@gco-vnext/softphone-ui';\n<Softphone props={} />
\n

Passing Properties into Softphone

\n

The following properties are required for the Softphone to work properly. You would need to pass those properties to the Softphone component as props object.

\n
{\n    client: string,\n    authToken: string,\n    accessTokenEndpoint: string,\n    activeConversationId: string,\n    customerInfo: {\n        customerName: string,\n        customerPhoneNumber: string\n    },\n    agentIdentifier: {\n        id: string,\n        firstName: string,\n        lastName: string\n    },\n    hasCustomerLeft: boolean,\n    setActiveConversationId: function,\n    activeVoiceCallEnd: function,\n    wrapUpActiveCall: function,\n    sendFocus: function,\n    logAction: function,\n    deviceRegistrationErrorHandler: function,\n    holdCall: function,\n    resumeCall: function,\n    voiceHoldResumeAction: string,\n    voiceHoldResumeActionResult: boolean\n}
\n

What are the props and what are they used for?

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Props passed to the softphone component can be segregated into data and actions.

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The Softphone communicates with its parent container using Redux to perform actions.

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Data

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PropDescription
clientName of voice provider like Twilio where an agent is configured to place or receive calls.
Possible values: twilio
authTokenAgent's authentication token (JWT) generated while logging to parent application.
accessTokenEndpointVoyagerNext service URL to fetch the access token to initialize softphone with Twilio
activeConversationIdConversation Id of incoming call.
customerInfoCaller details
agentIdentifierAgent details
hasCustomerLeftBoolean field that indicates whether customer left the call or not.
\n

Redux Actions

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ActionDescription
setActiveConversationIdFunction called when an incoming phone call arrives on WebSocket connection to let VNext set activeConversationId.
activeVoiceCallEndFunction called when a phone call ends. This is used by VNext to close conversation.
wrapUpActiveCallFunction called when a phone call ends. This is used by VNext to update Redux state.
sendFocusFunction called to inform Data Intelligence system when inbound call arrives.
logActionFunction called to log events.
deviceRegistrationErrorHandlerFunction called when it fails to register to voice provider.
holdCallFunction called when agent presses hold button.
resumeCallFunction called when agent presses resume button.
voiceHoldResumeActionString that represents last action performed between Hold and Resume.
voiceHoldResumeActionResultBoolean value that represents result of last action between Hold and Resume.
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