setting up touchpoint - enghouse interactive
TRANSCRIPT
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 1 of 9
Setting Up TouchPoint Before You Begin
Installing the Client
Web Administrator is only accessible from Internet
Explorer.
Agent TouchPoint is
accessible from these three browsers.
There are settings that must be set within Internet Explorer to
make sure the software works as intended which we go over later in this
document.
By navigating to the URL provided to you it
prompts the machine to verify and see if the client
is already installed.
Once the machine verifies the software is not
installed the red and black text will appear.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 2 of 9
The red and black text informs you to run a
command in the command prompt as an administrator after the MSI file has been
downloaded and saved into a folder on your C: Drive.
In order to install the software you will have to save your MSI file to your C: Drive. It is recommended that you save it in a location that is easily navigated to within the Command Prompt. In this case I have saved it to a folder called “Temp CCSP”
Once you have saved the MSI File you need to pull up an administrator Command
Prompt so that you can paste the Black text from the
Browser page.
After pulling up the Administrator Command
Prompt you can then navigate to the folder you created and
saved the MSI file into.
Right Click Command Prompt to pull up the Admin option.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 3 of 9
Upon clicking enter in the Command Prompt you will see the Installation Wizard. Click
through this and once it is done click Finish.
After you click Finish in the Install Wizard you will have to navigate back to the URL that
was provided to you so the Client Installer can verify
everything has been installed.
Once it is established that all of the needed applications have been installed you will be presented with the CCSP
TouchPoint Logon Page.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 4 of 9
Creating a Bookmark
In order to create a bookmark for CCSP TouchPoint you will have to make some modifications to the
URL that you are bookmarking otherwise you will run into issues with SIP.
You can name the bookmark what you like, then click Add
From the logon page you can click the Bookmark
icon then Add to favorites.
After you create the bookmark you will then go back into favorites
and edit the properties to change the URL.
https://your.URL.com
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 5 of 9
Internet Explorer Settings
Trusted Sites
Now that you have successfully installed applications necessary to run CCSP TouchPoint it is time to make sure certain settings within Internet Explorer are set.
From the login page In Internet Explorer; in the top right corner you will click the
Tools Icon and then select Internet Options.
In the Internet Options dialog box you will click on the Security tab then select the Trusted
Sites Zone. Once you click on the Sites button you will be prompted with the below window.
The Trusted Sites Dialog box has two items to be addressed. The first step is to Add the URL to this zones list. You can use a wild card like I have done by using the Asterisk followed by your URL then clicking Add. The other item is Unchecking the checkbox for verification.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 6 of 9
Security Levels
After finishing the Trusted Sites window and clicking close you will then need to click on the Custom Level button to set the Security
Levels.
Underneath the ActiveX Controls header you will find the first three.
Directly underneath the Miscellaneous header you will
find the final option.
Once the changes have been made click OK.
There are four settings that need to be modified
in this window.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 7 of 9
Upon clicking OK on the previous window you will need to click over to the General Tab then click the
Settings button to make one change.
In the Website Data Settings window we need to “Check for
newer versions of stored pages:” Every time I visit the Webpage
Then click OK to close that window and OK to close the Internet Options window.
You have now configured CCSP TouchPoint for Agents and Supervisors so it’s time to take a look at the first time an Agent logs on.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 8 of 9
Initial Agent Log On
The first time that an Agent logs on to TouchPoint the Preferences window will appear and in order to begin taking calls some information will need to be entered.
In order to begin taking calls there are at least three fields that need to
be filled out.
Country Code
Area Code
Voice Device Address
Once the fields have been filled out you can click on SIP and begin taking
calls.
PRO TIP
If you are unable to select SIP you should Log
out and Log back in.
Enghouse Learning Center Getting Started With CCSP
© Enghouse Systems, Limited | Publish Date: Dec-16 [email protected]
Page 9 of 9
Web Administrator Compatibility
In order to utilize Web Administrator there are two more settings that will need to be modified.
In Internet Explorer like we did for Internet Options we will click the
Tools icon then we will select Compatibility View Settings.
In the Compatibility View Settings Window you will need to add the website provided to you for your
Web Administrator webpage.
After clicking Add you can Close the window and click OK; you should be
prompted with an ActiveX popup that will allow you to access the Web
Administrator webpage.
The first step should be to follow the steps mentioned above to get
to the Internet Options window where you can add the Web
Administrator URL to the list of trusted sites.