Contact Expert v7.5

Introduction

Contact Expert works with Geomant's Scripting solution to offer a modern, secure and flexible method to formalize and enhance customer interaction workflows direct from the cloud or entirely on customers' premises.

CE Connector

Connecting to the cloud based cloud services, or its on-premises version, is performed by an intermediate software component – called CE Connector – deployed next to the on-premises Contact Expert solution. This is a highly secure, scalable component that provides proper security (authentication and authorization) for the cloud connections. It is also needed when this scripting service is installed on-premises, because the on-prem scripting is using the same technology and underlying mechanisms as the one running in our cloud environment.

Important

Installing the CE Connector requires Geomant's Professional Services.

Using Cloud Based Scripting

In this case the Scripting services are consumed entirely from Geomant's cloud components. No on-premises resources are needed to design, execute and collect scripting data, other than Contact Expert.

Provisioning Cloud Resources

Before administrators or supervisors can apply the necessary cloud configuration on the CE administration portal, customers need to acquire these from their Geomant representative or Business Partner. In particular, the following pieces of information need to be collected:

  • Cloud connection string (the one also needed for cloud based chat)
  • Cloud authorization parameters
  • Cloud scripting service URLs

Connecting to Cloud Scripting Services

Some of the scripting related CE configuration parameters are stored in tenant-bound resources such as Workflow Settings. This means that for every new CE Tenant you intend to use for scripting in your CE deployment, you need to provision dedicated cloud resources and apply the received configuration parameters.

Other configurations are set using CE cmdlets.

Cloud Authorization Parameters

This information is provided by Geomant Cloud Services personnel or affiliated Business Partners and are relevant for a particular CE tenant. It identifies the resources provisioned from the cloud for the particular customer and CE tenant, and allows CE to connect and communicate with the cloud components via the CE Connector.

  1. Log on to the CE administration portal, navigate to Operations → Workflows → Workflow Settings.
  2. Click Edit for the selected tenant.
  3. Find and update the Cloud authorization parameters value with the data received from Geomant or affiliates.
  4. Click Submit.

Please proceed reading the CE cmdlet and Configuring Scripts sections below to perform all script related configuration.

Using On-premises Scripting

In this scenario customers can run Geomant's Scripting service from their own data centers, thus guaranteeing all information is kept in their own network at all times. This setup does not need the cloud authorization parameters to be configured, but it still needs the relevant CE cmdlet and individual scripting configuration set in the CE Portal.

Configuration for both Cloud and On-premises Scripting

Scripting Cmdlet

The following CE cmdlet controls additional scripting configuration that affects both the cloud based and on-premises scripting scenarios. These need to be set to the proper values to connect to the scripting services.

  1. Log on to CE Core Host with domain administrator privileges.
  2. Find and open the CE Tools shortcut on the desktop and run CE PowerShell with administrator privileges.
  3. Execute one of the commands in the following sections, depending on your choice of our modern scripting methods.

Cmdlet for Cloud Based Scripting

Set-CECloudBasedScriptingProperties `
-ScriptingUrl "https://script-runner-prod.geomant.cloud/index.html" `
-ScriptDesignerUrl "https://script-designer-prod.geomant.cloud/home/LoginWithIdp?idp=ce.oidc" `
-ScriptDesignerApiUrl "https://script-designer-prod.geomant.cloud/" `
-ScriptDesignerLogoutUrl "https://script-designer-prod.geomant.cloud/home/logout"

Cmdlet for On-premises Scripting

It is the same cmdlet as the one used for cloud scripting, with the natural difference of having to specify the FQDN of the on-premises servers running the Scripting services, and an additional switch that needs to be applied:

Set-CECloudBasedScriptingProperties `
-ScriptingUrl "[FQDN OF ON-PREM SCRIPTING SERVICE]/index.html" `
-ScriptDesignerUrl "[FQDN OF ON-PREM SCRIPTING SERVICE]/home/LoginWithIdp?idp=ce.oidc" `
-ScriptDesignerLogoutUrl "[FQDN OF ON-PREM SCRIPTING SERVICE]/home/logout" `
-ScriptDesignerApiUrl "[FQDN OF ON-PREM SCRIPTING SERVICE]/" `
-DisableScriptDesignerAuthentication

Configuring Scripts

When connection to either the cloud based or on-premises scripting service is established, supervisors need to configure individual scripts on the Tenant or Queue / Campaign level.

Read more on the tenant, and queue or campaign level scripting configuration in the scripting on queue or campaign level and Agent policies articles.

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