Primas CX User Guide
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Overview

In order to work with the Agent Notifier software to receive screen pop, we need to complete the following steps:

  1. Add agent information int Primas CX by using Primas Web Application (we need to add Agent Extension, Agent ID, Notifier User).
  2. Work with Agent Notifier software to receive the screen pop.

Configuration for a new agent from Primas Web Application

Logging on to LinkScope Web Application

The LinkScopeWeb management interface is browser-based and available to any user that is on the network physically or virtually (VPN)
It can be accessed by opening a browser and entering the following URL http://YOUR-SERVER-NAME/LinkScopeWeb
Upon first opening, you will be presented with a login (Please contact Primas or your support team for the username and password)

Step 1: Add an Agent Extension

The Agent Extension is an Avaya Station ID (or Position ID). In order to add an agent extension into LinkScope Web Application, perform the following steps:

  1. While logged into LinkScopeWeb, navigate to the following:  Configuration → Screen Pop→  Agent Extension.



  2. Click  button, the Add popup is displayed.

  3. At the Add popup, you enter Extension, Phone Number and select Extension Type, Role, Registered(Y/N), Allow Remote Login(Y/N), Enable WebRTC(Y/N).

  4. Then click button. 



    If the system shows this message, you created successfully a new Agent Extension.

Note:

  • Select Extension Type "Live Agent Extension".
  • Tick on the "Registered" checkbox.

Step 2: Add an Agent 

An Agent ID is an Avaya Agent Login ID. To add an agent ID into LinkScope Web Application, perform the following steps:

  1. While logged into LinkScopeWeb, navigate to the following:  Configuration → Screen Pop→  Agent.



  2. Click  button . the Add popup is displayed.

  3. At the Add popup, you enter Agent ID, Agent Name, Agent Password, and select Agent Skill, Role.

  4. Then click image2019-8-13_17-37-41.pngbutton. 



      If the system shows this message, you created successfully a new Agent.


Step 3: Add a Notifier User

Notifier account is used to login from LinkScope Notifier at Agent's desktop PC to receive screen pop.

  1. While logged into LinkScopeWeb, navigate to the following:  Configuration → Screen Pop→  Notifier User.



  2. Click  button . The Add popup is displayed.

  3. At the Add popup, you enter User Name, Email, Password, Confirm Password and select AgentID, Location, Role.
    Checkbox "Requires user to update the password at the first time login": If this box is checked, the user must change their password the first time they log in.

  4. Click  button.



      If the system shows this message, you created successfully a new Notifier User.



Work with LinkScope Notifier to receive Screen Pop

Launch LinkScope Notifier

  • Agents can now access their Primas Notifier client by double-clicking the new icon on their desktop.



  • When opened for the first time the agent should see the following. (All log on fields should be empty).

Double-check the screen pop plugin

Linkscope Notifier needs a plugin to show screen pop. Normally, this configuration already set by the IT team.

  1. From LinkScope Notifier, click on the menu Plugins → Notifier Plugin Configuration.

     We should double-check that the plugin has been selected for Notifier.



2. You will see Notifier DLL Configuration dialog appear on screen. Click Browse button.



3. Select DLL that you want to import and click Open button.



4. Click Save button.


6.  The application displays response message that’s your DLLs have been setup and you need to restart Notifier. Click OK button and restart Notifier.

Double-check the LinkScope Application Service Host

Linkscope Notifier needs to know the Application server to receive screen pop from the server. Normally, this configuration already set by the IT team.

  1. Run Notifier with Administrator privilege

  2. Go to menu Tools -> Options. 

  3. In General tab, enter the server name or server IP and port into box Primas CX Server with the following format: ServerName:Port (Default service port is 8080).

    We should double-check that a correct server IP or server name has been entered for Notifier.



  4. Click Save button

Sign in to LinkScope Notifier

The agent needs to sign in into LinkScope Notifier using their Notifier User and Extension to receive a screen pop. 

  1. When your Notifier application status is online like this,  you enter Username, Password, and Extension:

2.  Click Sign In button or select File → Sign In...The application is verifying your input.

If your input is incorrect, Notifier will show an error message.



If Notifier shows this message, your account might have been locked.  By the way, you cannot enter.  Please contact your administrators.

3. After sign in successfully, agents' status is displayed [Agent id] signed in.

  • If everything is set up correctly when a call rings or answer to the agent, the agent should see a screen pop. Below is an example:

    Note:

    Upon reopening Notifier, agents will discover that their credentials have been saved and that they can simply click Sign In without having to re-enter their credentials and Extension.

Sign out from LinkScope Notifier

  • In order to exit the Notifier client, select  File → Exit.



    Note:

     Upon reopening Notifier, agents will discover that their credentials have been saved and that they can simply click Sign In without having to re-enter their credentials and Extension.

APPENDIX

In order to make Primas CX work correctly, make sure that we input enough device information into Primas CX

The device types that need to be added to Primas CX are DNIS VDN, VDN VDN, and Hunt Group.

Add a DNIS 

  1. While logged into LinkScopeWeb, navigate to the following:   Configuration → Screen Pop→  DNIS.



  2. Click  button, the Add popup is displayed.

  3. At the Add popup, you enter DNIS, DNIS Name, Toll Free, DID, Role into the textbox. Then click the Update button.



     If the system shows this message, you created successfully a DNIS.

Add a VDN 

  1. While logged into LinkScopeWeb, navigate to the following:  Configuration → Screen Pop→  VDN.


  2. Click  button . The Add popup is displayed.

  3. At the Add popup, you enter VDN, VDN Name, Route to Next VDN and select VDN Type, Associated DNIS, Language, Survey Number, Actual Queue, Media Type, Role. 

  4. Then click image2019-8-13_17-37-41.png button. 



     If the system shows this message, you created successfully a new VDN.



Add a Skill Extension

  1. While logged into LinkScopeWeb, navigate to the following: Configuration → Screen Pop→  Skill Extension.



  2. Click  button, the Add popup is displayed.

  3. At the Add popup, you enter Skill Extension, Name, Skill ID and select Type, Role, Registered (Y/N).

  4. Then click  button. 


     If the system shows this message, you created successfully a new Skill Extension.


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