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• After installing the Primas Communication Extension, you should see this iconat the top-right of the web browser. If you don't see this icon, you can click on the icon at the top-right corner of the web browser, find the Primas Communication Extension, and click the icon . It will pin the Primas Communication Extension to the browser toolbar so that you can find the extension easiermore easily.

Prepare for the agent role

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• Click on Primas Communication Extension at the top-right corner of the web browser toolbar, it will display the login screen.
• You can switch to the Settings page by clicking

• Set “Primas CX Web URL” and then click “Save and Restart”:
  

• Login to Primas Communication Extension
  

• Click here to go to the Agent Dashboard
  • If it shows you a login page, use the user name username and password provided for logging in.

• After login, navigate to the menu Dashboard  Agent → Queue Dashboard

• Now, you need to log in to login the agent to ACD queue by clicking by clicking this button
• Choose an Agent, then click
• After logging in successfully, click to make the agent is ready to receive a phone call from a queue that the agent belongs to.

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Scenario 1: Screen pop

• Make sure your agent or representative is available

• Dial the self-service phone number or use the “Click to try” by scanning the QR provided.

  • Click to try like this:
    Image Added
• Choose preferred language:
  • For Thai, press 1.
  • For English, press 2.
  • For Vietnamese, press 3.

• Press 1 for the Car Insurance IVR

  • You can see the IVR details by Click here
• At the end of IVR, the system will transfer your call to an agent or representative (make sure your agent or representative is available)