Configuring and Testing eyeBeam Setup

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Configuring and Testing eyeBeam Setup
Configuring and Testing eyeBeam Setup
The configuration procedure in this document applies to eyeBeam users for Windows only. Mac
users are required to use CounterPath’s Bria 3 softphone. For instructions on configuring the Bria 3,
refer to the document titled ‘Configuring and Testing Bria 3 Setup’.
Note: If you have a previous version of eyeBeam installed on your system, you need to uninstall the
previous version before proceeding with the new version.
Technical Prerequisites
1. Allocate Network Bandwidth required for VoIP calls
a. G.711 aLaw/uLaw – approximately 80-Kbps per VoIP call
b. G.729 – approximately 31 Kbps per VoIP call
2. Enable VoIP calls to pass through your network’s firewall.
a. Contactual VoIP server: port 5060
b. Real-Time Transfer Protocol(RTP): UDP port 35000-65000
c. Disable SIP Application Layer Gateway(ALG) service in router
3. Install eyeBeam with administrative rights and allow it to be run by all users.
Configuring and testing the eyeBeam softphone is a three step process:
Step One: Download the eyeBeam software.
Step Two: Configure the eyeBeam phone.
Step Three: Verify the eyeBeam phone works with the OnDemand Contact Center.
Step One: Download the eyeBeam software
1. Click the link below to download the eyeBeam software for Windows.
http://www.contactual.com/download/clients/eyeBeam_Win32_1104a_54680.exe
The above link is for Windows users only. For a Mac compatible softphone, consider Bria 3.
For configuration of Bria, refer to the document titled ‘Configuring Bria 3 for Mac’.
2. Click Run at the pop up window to install.
3. Enter your license key. Contactual provisioning communicates the license key to you by
email.
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Step Two: Configure the eyeBeam phone
Configuring the eyeBeam phone involves:
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•
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Configuring a new SIP account
Selecting Audio Codecs
Disabling Call Alert pop up
Configuring a SIP Account
To configure a new SIP Account:
1. Click on the down arrow button on the eyeBeam interface to display the menu.
2. Select SIP Account Settings from the menu. The SIP Accounts window appears.
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3. Click ADD to add a new SIP account. Enter the values for the following properties in the
Properties window.
a. User Name and Display Name: User Name is the name displayed on the softphone. It can
be set to any character string, but Contactual recommends using the Agent’s OnDemand
Contact Center Login id as the User Name. For example, jdoe
Display Name may match the User Name.
b. Domain: Domain can be any name but Contactual recommends using your company’s
domain. Your company’s domain can be found in your email address. The domain is
everything to the right of the “@” sign.
For example, if your email address is [email protected], your domain is acme.com.
Note: Your User Name combined with the Domain Name creates a unique SIP Phone URI.
This unique URI is used to register your eyeBeam with The OnDemand Contact Center. For
example, if your User Name is jdoe and Domain is acme.com, your SIP Phone URI in the
Agent profile should be [email protected]. Please note the value is case sensitive.
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c. Domain Proxy: Check to Register with domain and receive incoming calls.
d. Proxy Address: Enter the URI based on the platform.
If your tenant is based in US Platform, enter sip1.mycontactual.com
If your tenant is based in UK Platform, enter sip.mycontactual.co.uk
If your tenant is based in Canada Platform, enter sip. mycontactual.ca
Note: Please do not enter or remove any information in Password, Authorization user
name and Dialing Plan fields.
4. Click Apply.
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5. Click the Voice Mail tab, and uncheck Check for voice mail option.
6. Click the Advanced tab, and change the Register Settings to Reregister every 300 seconds.
7. Click OK to save the properties of Account 1.
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Note: Account 1 is chosen as the default account for your eyeBeam.
Selecting Audio Codecs
To select audio codecs for your eyeBeam:
1. Click the down arrow on the eyeBeam interface and select Options from the menu.
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2. Click Advanced in the lower left-hand corner of the Options screen.
This brings up the advanced menu.
3. Click Audio Codecs icon in the Advanced Menu.
a. To enable a codec, highlight the codec in Disabled Codecs list and click
.
b. To disable a codec, highlight the codec in Enabled Codecs list and click
.
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For better voice quality, Contactual recommends using G711(uLaw or aLaw) .
Note: If you enable both G711 and G729 codecs, G729 is used by default.
Disabling Call Alert Pop-Up
To disable Call Alert:
1. Click the down arrow on the eyeBeam interface and select Options.
The Options window appears.
2. Select Alerts and Sounds in the General Tab of the Options screen.
3. Check Pop up the phone if it is not in focus. This setting pops up the eyeBeam when not in focus.
4. Uncheck Show a ‘Call Alert’ and Keep Showing during a call.
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This completes the setup of your eyeBeam phone. If configured properly your eyeBeam registers with
Contactual and displays the following information:
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Step Three: Verify the eyeBeam phone works with Contactual
1. Navigate to your Contactual Agent Console link. They can be:
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http://www.mycontactual.com/AGUI/login.php
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http://na2.mycontactual.com/AGUI/login.php
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http://na3.mycontactual.com/AGUI/login.php
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http: ://na4.mycontactual.com/AGUI/login.php
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http://www.mycontactual.ca/AGUI/login.php
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http://www.mycontactual.co.uk/AGUI/login.php
The login screen appears.
NOTE: Save this link in your favorites, as you will use it every time you login to the Agent Console.
2. Log in to the Agent Console.
a. Enter your User Name and Password.
b. Click Login.
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3. After successfully logging in, click Work Offline button.
4. Click My Profile.
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The Profile page opens.
5. Select the SIP Phone URI radio button and enter the SIP Phone URI:
User Name@Domain Name. For example, [email protected]
6. Make a Verification Call.
c. Make sure your eyeBeam is running and is registered.
d. Click Make Verification Call in your profile.
If you followed the configuration precisely, your Bria phone call alert pops up indicating an
incoming call. You can answer or decline the call.
Important: You are allowed to decline a call from the Agent Console – Control Panel only.
Please be advised not to decline the call from the eyeBeam softphone.
7. Answer or Reject the call by navigating to the Agent Console – Control Panel.
© 2011 Contactual Inc. - 1000 Bridge Parkway, # 200, Redwood City, CA - 94065 - USA
www.contactual.com 1-877-725-2621 or 1-650-292-6200 [email protected]
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