Skip to main content
Version: 8.3Creatio Service

Get started with the Contact Center app

This guide provides a high-level overview of the setup procedure for the Contact Center app. In general, the setup consists of the following steps:

  1. Assign the contact center license. Read more >>>
  2. Add agents and supervisors to appropriate roles. Read more >>>
  3. Set up real-time channels. Read more >>>
  4. Set up queues for queued tasks. Read more >>>
  5. Configure workplace permissions. Read more >>>
  6. Configure dashboard permissions. Read more >>>

This guide assumes all contact center agents that process calls belong to the "CC agents" organizational role. Learn more: Organizational roles.

1. Assign the contact center license​

Access to Contact Center functionality requires the "Contact Center Creatio app" license or Sales or Service bundle license. This license is mandatory for the following:

  • Agent Inbox panel
  • telephony features
  • chat features
  • call control

Learn more about configuring licenses: Manage user licenses. Assign the licenses as follows:

  1. Assign the Contact Center Creatio app license to all contact center agents.
  2. Assign appropriate licenses to supervisors if they require access to dashboards and monitoring tools.

As a result, users will be able to access Contact Center functionality.

2. Add agents and supervisors to appropriate roles​

Ensure users are assigned to the correct organizational roles. The following roles are required:

  • "CC agents" — for agents handling interactions over the phone. Agents that only work with chats and queued items do not require a role.
  • "Managers" — for monitoring and analytics access.

Learn more about assigning organizational roles: Organizational roles. Assign the roles as follows:

  1. Add agents to the "CC agents" role.
  2. Add supervisors to the designated supervisory role.
  3. Verify access inheritance is functioning correctly.

As a result, users will gain access to workspaces and UI components based on roles.

3. Set up real-time channels​

Configure the channels your organization is going to use.

Telephony​

Telephony integration requires an additional connector license. Configuration of the telephony service can vary depending on the VoIP system that you want to use. Learn more: Phone integration connectors. In general, to set up telephony:

  1. Configure inbound routing in the IP PBX.
  2. Install and configure the telephony connector.
  3. Select the needed connector in the Default messages exchange library (SysMsgLib code) system setting and define the connection parameters. Exact steps depend on the connector.
  4. Enter the individual user telephony settings on the user profile page → Additional Settings → Call Center parameters setup section.

As a result, calls will appear in the Real-time tab of the Agent Inbox.

Chats​

Learn more about configuring chats: Set up chat processing. In general, to set up chats:

  1. Add and set up a chat queue. Create a list of agents who are going to process chat messages, set up the message routing rules, and modify the chat completion timeout time on this step.
  2. Set up the chat actions. Set up a list of actions an agent can take after talking to the customer on this step. For example, create a case, issue an order, or send an email with more information.
  3. Limit the number of active chats. Specify the maximum number of active chats agents can see in the Agent Inbox on this step.
  4. Change the notification alert for new chat messages (optional). Set up a new chat message sound agents can easily recognize on this step.
  5. Add the chat channels. A chat channel displays a message feed from specific sources, for example, a WhatsApp number.
  6. Enable chat translation functionality (optional).

As a result, chats will appear in the Real-time tab of the Agent Inbox.

4. Set up queues for queued tasks​

If agents must process records distributed by queues, configure queues in the Queues section of the Contact Center Supervisor workplace. Learn more: Create a dynamic queue, Create a static queue. In general, to set up queues:

  1. Configure queue objects, for example, "Case" (Case code).
  2. Define queue filters and assignment rules.
  3. Configure SLA policies (optional).

As a result, eligible records will appear in the Queued tasks tab of the Agent Inbox.

5. Configure workplace permissions​

Ensure users can access appropriate workplaces. Learn more: Set up workplaces. In general, grant access to the following workplaces:

  • Contact Center Agent workplace for agents
  • Contact Center Supervisor workplace for supervisors

As a result, users will be able to access the correct workplaces.

6. Configure dashboard permissions​

Dashboards are role-based and require explicit access configuration. Learn more: View and manage dashboards. In general, grant access to the following dashboard:

  • "Agent 360 View Dashboard" for agents
  • "Supervisor 360 View Dashboard" for supervisors

As a result, monitoring and analytics will be operational.

After you complete the setup, make sure the following is true:

  • Agents can log in and open the Contact Center Agent workplace.
  • The Agent Inbox is accessible.
  • Real-time channels deliver interactions (if configured).
  • Queued tasks appear (if configured).
  • Supervisors can monitor operational metrics.

See also​

Contact Center app overview

Migrate from Classic UI to Contact Center app

Manage queue objects

Create dynamic queue

Create static queue

Sort queue elements