Rainbow is introducing the support for OXE CCD agent. Rainbow CCD Agent embeds a new specific GUI component in the standard Rainbow clients allowing Logon/logoff of the agent, CCD group number and agent states display and CCD actions wrap-up and withdraw.
A CCD user agent can choose to manage the media in VoIP on his PC or MAC or he can remotely controls an OXE desk Phone or he can decide to use another phone called by a PSTN or private number. The main benefit is the easy deployment of Rainbow without any need for SBC or VPN.
Prerequisite
OmniPCX Enterprise PBX requires:
- to run with SW version OmniPCX Enterprise from R12.4 MD5 (m5.204.81) delivered July 2021
- to be granted with REX licenses: 1 REX per active agent in Computer or Other Phone mode
- to be connected to Rainbow for the Telephony Services
- to be connected to a Rainbow WebRTC gateway for CCD agent running in Computer mode.
Due to the high level of skill required to manage a CCD on OXE, the solution can only be deployed by ALE OXE CCD certified partners. Standard limits apply, webRTC gateway manages up to 400 simultaneous calls.
How telephony mode (computer, deskphone, other phone) is Selected?
The CCD agent selects in Rainbow GUI specific for CCD logOn how to media is managed: in computer mode, in desktop mode or in other phone mode. The selected mode cannot be changed during the CCD session. When Computer mode or Other Phone mode is selected, Rainbow automatically allocates a REX taken from a pool. THIS IS NOT DONE BY CONFIGURING A MULTISET.
Configuration
A Rainbow CCD Agent user must be associated ONLY with an OXE CCD Agent Number.
He must not be associated to any multiset or physical phone.
He must be granted with a Rainbow Enterprise license.
OXE CCD must be configured with Agent numbers.
OXE ALE deskPhone and REX must have the ProACD setting and must not be associated to any Rainbow user, nor be part of any Multiset.
These REX numbers collected by Rainbow to create a pool of REX for CCD Agent must have their Firstname set to “RAINBOW” in the OXE configuration.
Configuration guide for CCD Agent on Rainbow application on OmniPCX Enterprise TC2915
Comments
10 comments
This is a great addition to the OXE CCD, after login to rainbow and when agent is selecting their PG would it be possible for agent to list the PG instead of the agent having to know the number of all PG they are associated with ?
The feature really makes it easier for agents to work from home, however there are some things to really take notice of.
normally "intrekken" is shown as "Terugtr." and "voltooien" as "WrapUp" on the desk phone.
1 the translation of withdraw and Wrap up in Dutch language are not the same as they are on an office phone which confuses a normal agent/user.
2. when an agent is working remote making use of a mobile phone and the agent is the only available agent, the agent must not accept or make a private direct mobile call to or from the mobile phone.
When on that moment a CCD call is presented the call is redirected in blocked state on the pilot, and this is very annoying to users working from home.
So an agent must use the Rainbow environment to make outgoing calls, however incoming calls on the mobile phone are not easy to prevent.
Hello, we have a lot of users that can't connect to their groups in agent mode quite often. Sometimes they get just "Warning" or "Unknown Error", sometimes they will log on but the icon changes to the "office phone" (they want to use "Computer/ Internet....") and shows a number starting with BBB10.... (which is the number of the REX in our Rainbow-Pool on OmniPCX as I found out) but the calls don't show up anywhere.
We have a big enough pool of REX (first name "RAINBOW", proACD) and the users/agents aren't self-assigned agents and they all have a preferred group set.
I had a look on the logs but can't see any reason why it wouldn't connect, I see errors like "internal server error" but no further details. For "normal" users without CCD agent we don't have any of this trouble, it works just fine. I hope you can give us an advice here. Thanks ahead and best regards.
Hello,
Not sure if anyone else has experienced this issue:-
When logged in as an agent in Rainbow, the hold button is no longer present during a call.
I have screenshots of it working correctly in web version 2.94.9. It is not present in version 2.96.7 since about 2 weeks ago.
If I create a new Rainbow agent from scratch with same class of service params as normal users, the hold button is not present. Same behaviour in web and windows app versions.
The hold button is present for normal OXE/REX/Rainbow users in web version 2.96.7 and windows app version.
Any chance the agent-feature will be available to OXO-users in the near future?
The solutions works fine and does what it is supposed to do.
What still is missing though is the possibility to log on and off in the mobile environment.
When will this be supported?
It will be a hot topic as soon as Covid is rising up again, so I guess it is time to get this done.
Hi Carlo,
Just found this in the new Rainbow Release v105
CCD [Enterprise, Enterprise conference] [Android, iOS] Mobile phones can be used as Rainbow CCD agents in OXE CCD configuration.
CCD [Enterprise, Enterprise conference] [Android, iOS] A CCD agent is able to do a search by name in the OXE PBX directory when entering the CCD group for logON to the CCD.
Feature enhancement\suggestion:
For customers using CCD agents on there mobile without an WebRTC or using it on places where the data connection is to poor for the VOIP mode.
At the moment they can activate other phone (but the number has to be entered every time)
It would be easier to remember the last used number so it can simply been activated again. (at the moment the PC and WEB client already does this)
Better would be to have the option to active Work mobile if available in the agent profile.
To add another annoying one to this login feature.
Given a CCD agent has managed his/her phone numbers in the profile.
When this agent is logging in from his/her mobile phone the possibel phone
shows as Mobile Phone (Internetcalls) (Dutch "Mobiele Telefoon (Internetoproepen)") thus suggesting you can easily use the mobile to logon to.
However selecting this "preferred option" will not log you on on your Mobile Phone but on your Desktop instead.
And we have agents in this only using their mobile as phone, not receiving any calls in this case.
You have to really take care and select always Other Phone to fill in your mobile number!
Hi all,
in CCagent we have the possibility to see if there are call in queue and we can see if there are other agents logged in into the PG, is this a feature that will be available in the future?
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