Setup Server

Installation: 

• Primas Core → Tra Huynh 
  • Configure FQ Duy Do 
• Web phone(IIS) → Hao Tran Huy 
• Call Flow v4.2 → Nhat Nguyen  Huy Nguyen 

Setup

• Agent/Ext/Queue including: Primas + Call Flow (sync)
  • Agent/Ext → Hao Tran Huy 
  • Queue → Hao Tran Huy 
•  Agent:
  • Install web notifier Chrome extension 
  • Run auto login → Tra Huynh 
• Customer
  • QR Code
  • Real phone number

Inbound Call 

• Menu → Loi Pham  
  • Press 1 for Car insurance: Workflow → connect agent → show pop-up
  • Press 2 for Billing: Self-service → Same as 8x8 Inbound 
  • Press 3 for Other Support: config offer FQ

SMS 

• Self-service → Same as 8x8 Inbound 

Chat

• Demo page → Khoa Tra 
  • Workflow → Primas.net AI training → show chat pop up

Demo Info

Webapp: https://asia-cx.primas.cloud/primascx 

Demo page: https://asia-cx.primas.cloud/omnicx/ 

Callflow: https://asia-cc.primas.cloud 

Username: admin@primas.net

PrimasCX webapp user:

chaeverlieradmin/admin@12345

chaeverlieragent/agent10011

AgentID/Extension:

10011: Agent Chaeverlier (pass Agent10011)

Queue/VDN:

10029: Car Insurance

100210: Billing

100211: Other support

Inbound

• Call the number 6265219820
• Press 1 to 

Click here and wait until it shows you the Agent Dashboard page.

Click here to access the demo page

Instruction

First-time setup

This step only needs to do once if you haven't installed Primas Communication Extension yet.

Install Primas Communication Extension

• Access Primas Communication to install Primas Communication Extension:

• 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 more easily.

Prepare for the agent role

Log in to Agent Dashboard and Primas Communication Extension automatically

Click here and wait until it shows you the Agent Dashboard page.

Log in to Agent Dashboard and Primas Communication Extension manually

• 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 username and password provided for logging in.

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

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

Scenario 1: Screen pop

• Make sure your agent or representative is available

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

  • After scan, you will see the Click to try UI like this:
    
• 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)
• If the agent is available, you can see the popup in your browser.
  

Scenario 2: Self-service bot

• Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
• Choose preferred language:
  • For Thai, press 1.
  • For English, press 2.
  • For Vietnamese, press 3.

• Press 2 for the Payment self-service

  • You can see the Payment self-service details by Click here

Scenario 3: Call Return

• Make sure your agent or representative is not available
• Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
• Choose preferred language:
  • For Thai, press 1.
  • For English, press 2.
  • For Vietnamese, press 3.
• Press 3 for Other Support