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Step-by-step guide

  • Go to Linkscope Web application and if you're not already signed in, select Sign in.

  • From the Linkscope Web application, you click to Configuration → General →  Device Type at the menu. 

ADD NEW A DEVICE TYPE

  1. Click  button, the Add popup is displayed.

  2. At the Add popup, select Device Type Group and modify your Device Type CodeDevice Type Name, set Default (T/F) into the textbox. Then click the Update button.

    DEICE

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

EDIT A DEVICE TYPE

  • When you add new a device type and select Default is True and you can't edit that



  • So this edit is for just use any device type default is False.



  1. While you select default is False on Device Type List. Then select any row you want to edit the Device Type.



  2. Click  button on that row. The Edit popup is displayed. 

  3. On Edit popup, you select new Device Type Group and enter your Device Type CodeDevice Type Name, set Default (T/F) into the textbox. Then click the Update button.



     If the system shows this message, you edited successfully a device type.


DELETE A DEVICE TYPE

  • When you add new a device type and select Default is True and you can't delete that



  • So this delete is for just use any device type default is False.



  1. While you select default is False on Device Type List. Then select any row you want to delete the Device Type.




  2. Click  button on that row.

  3.  There're alert displays after you click to this button. Select OK.



     If the system shows this message, you delete successfully a dept.

SEARCH A DEVICE TYPE

On the Device Type List table. You can search for a Device Type by searching the Device Type Group,  Device Type CodeDevice Type Name field, and  Default (T/F) field.

  1. Search by the Device Type Group field:



  2. Search by the DDevice Type Code field:



  3. Search by the Device Type Name field:



  4. Search by the Default (T/F) field:



    Note:

    For better searching, you can fill all given field:  the Device Type Group,  Device Type CodeDevice Type Name field, and  Default (T/F) field

APPENDIX

Device Type Description

Device type

Category code

Device code

Description

Usage

ScrenPop

FreedomQ

PCS

DNIS VDN

VDN

VDN.DNIS

The VDN associated with a public phone number number such as Tollfree or DID.

Helps to record inbound traffic.

Optional for report

Optional for DashboardOptional for report

IVR VDN

VDN

HUNT.IVR

The VDN routes a call to IVR.

Helps to identify how long customer interacts with IVR for reporting.

Optional for report



Agent VDN

VDN

VDN.AGENT

The VDN routes a call to agent skill. It is also called IVR Exit Point.

Helps to recognize whether IVR routed call to a VDN and the time that customer wait in queue.

Required

RequiredOptional for report
Priority VDNVDNVDN.PRI_FQThe VDN with higher priority than Agent VDNHelps to implement callback features. When system callback customer, it will transfer customer to the priority queue.
Required
Voluntary VDNVDNVDN.VOLThe VDN with higher priority than Agent VDNWhen customer callback earlier than the callback schedule or after they missed a callback from our system, transfer customer to this VDN to get higher priority to talk to an agent. It is the same as priority VDN, so it is only required if we need special logics for these cases.
Optional for special cases

After hours VDN

VDN

VDN.AH

The call will route to this VDN at after-hours

Helps to report after-hours calls.

Optional for report

Survey VDN

 VDN

 VDN.SURVEY

The call will be routed the this VDN for requesting a survey when agent hung up

Helps to recognize whether customer has been offered for a survey.



Required
Auto-answer VDNVDNVDN.AUTOThe VDN answer the call automaticallyThis is the same as announcement device but we will classify the call as answer call even though there is no real agent answer this call. This normally use for the reportOptional for report

Other VDNVDNVDN.OTHEROther VDNIf we need to monitor call events routed to a VDN for some reasons but we don't actually have any logic to that VDN, we classify it as "Other VDN"


Agent Hunt Group

HUNT

HUNT.SK

Agent Hunt group extension or skill extension.

Helps to monitor agent login/ logout for the agent report.

Required

RequiredRequired

Agent Login ID

AGENT

 AGENT

Agent Login ID

Helps to identify which agent login on which extension for the agent report.

Required

RequiredRequired

Agent Extension

EXT

EXT.AGENT

Agent Extension

Helps to recognize whether a call has been answered by an agent.

Required

RequiredRequired

Recording device

REC

REC

Recording device ID

Helps to recognize whether the call has been recorded for audio.

Optional for report



Announcement device

ANN

ANN

Announcement device ID

Helps to recognize that device answered the call automatically, not an agent answered the call.

Optional for report