Article #: 110

How To: configure ACO/RC with Xima CCaaS

Similar questions: configure ACO/RC with Xima CCaaS, set up ACO/RC with Xima CCaaS

Purpose: demonstrate how to configure ACO/RC with Xima CCaaS

Steps

Before beginning please note that you must have an extension or a user that has an assigned device to it. If this has not been done, please do that before following the steps below.

1. Log in to your instance of ACO.
2. Go to Phone System > Phones & Devices > User Phones
3. Here you will see a list of all of the phones that are assigned to a specific user. Locate the phone handset that you would like to assign to Xima CCaaS. We strongly recommend you name this phone something like “Xima Handset” so that it can be easily distinguishable.
4. Click the three dots icon associated with the phone that you would like to assign to Xima CCaaS.
5. A dropdown menu will appear. Click Setup & Provision
6. A new window called “Setup & Provisioning” will appear. Click the Other Phones tab located near the middle of the window.
7. Click the Select button under “Existing Phone”
8. Under Step 1, click No
9. Under Step 2, go to the Outbound Proxy value, click the dropdown arrow, and click on the appropriate outbound proxy depending on your country.
10. Keep your ACO tab open and go to the Xima CCaaS portal with the URL that has been provided (i.e., example.xima.cloud)
11. At the login screen, enter Username and Password and hit Login
12. Along the left-hand side in the navigation pane, select Admin (System) (cog wheel icon) > Manage SIP Extensions
13. A new window called “SIP Extensions” will appear. Click on the + icon near the top right corner of the window to add a new extension.
14. A new window called “Add Extension” will appear. Here you will need to fill out the fields of information below. We will grab this information from a few different places.
15. First, type in your SIP extension.
16. For the Username information, go back to the ACO tab (Setup & Provisioning window). Locate the User Name information and copy and paste that information in the Username field in Xima CCaaS (Add Extension window). Repeat this step for the Password field and the Authorization ID field.
17. After you’ve filled out that information, you’ll notice there is one more field in the Add Extension window that says Phone Number to Dial for Test Call. This gives you an option to test this extension being registered. Simply add a number in there. If it dials out, you are good to go.
18. Click Save.
19. A new window called “Confirm Changes” will appear. Click OK.
20. Click Done.
21. Now go to Admin (System) > Target Platform Configuration
22. A window called “RingCentral Platform Settings” will appear. Click Authenticate.
23. This will take you to the RingCentral login. Log in with your Super Admin account information. You must have a Super Admin account in Avaya Cloud Office (ACO) for Xima CCaaS to register and connect with.
24. Once you’ve typed in your password and clicked Sign In, you will see an Access Request window. Click Authorize.
25. Go back to the Xima CCaaS page. In the RingCentral Platform Settings window under the API Auth Status, it should now say “Authenticated.”
26. Click Save.
27. A new window called “Confirm Changes” will appear. Click OK.
28. Now go back to Admin (System) > Manage SIP Extensions. Assuming you’ve entered the credentials correctly, you’ll see that the handset has registered.

You will need to repeat this process for every extension you have designated to work with the Xima CCaaS service. Please note that you can only have up to four simultaneous Contact Center calls per extension. Here is a simple formula in determining the number of handsets you need:

X (how many simultaneous calls do I need?) divided by 4 (number of calls per SIP handset) + 1, (which will be the handset to serve as the load balancer). For the best performance, we recommend no less than three.

29. Next you will need to configure the handsets themselves as well as the Contact Center agents. To do this, go back to the ACO tab and then go to Users.
30. From here, click on your phone handset that is now assigned to Xima CCaaS.
31. Go to Messages.
    a. Disable Take Messages. We don’t want this extension to have a voicemail account.
    Under the How To Handle Missed Calls metric, click the dropdown arrow and select Connect directly to Group.
    b. Click Save.
32. Go to Call Handling & Forwarding.
    a. Make sure that only the SIP extension is selected. That is done by making sure that the dropdown option says Simultaneously, not Sequentially, and make sure only your SIP extension has been toggled on to be active.
    b. Click Save.
33. Go to Screening, Greetings & Hold Music.
    a. Disable all music options which include User Greeting, Call Screening, Connecting Message, Audio While Connecting, and Hold Music.
    b. Click Save.
34. Now that the phone handset has been configured, we will move on to configuring Xima CCaaS agents. Click on a Contact Center agent.
35. Go to Call Handling & Forwarding.
    a. Make sure that only the SIP extension is selected. That is done by making sure that the dropdown option says Simultaneously, not Sequentially, and make sure only your SIP extension has been toggled on to be active.
    b. By default, “Desktop & Mobile” will be enabled. Depending upon if you are using your RingCentral softphone or Mobile app, that will determine if this first toggle is enabled. If you are, keep it enabled. If you are not going to use one of these applications, either disable it or set it to 0 seconds.
    c. Click Save.
36. Go to Screening, Greetings & Hold Music.
37. Disable all music options except for Connecting Message.
38. Click Save.