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Register Agents for your CallCenter campaign

CallCenter customers need to add agents so that the agents can go ahead and make calls. This How-to will focus on adding agents.

  • Step 1: Login to CallHub as Campaign Manager
  • Step 2: Once logged in, click on Agents tab on the vertical pane to your left. Alternatively you can browse to https://app.callhub.io/agent/
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  • Step 3: Once you're in Agent screen, Click on Add Agent and enter Agent Username and E-Mail to register the Agent
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  • Step 4: On Registration, you will receive an activation link which will help you activate the Agent account. You also receive the Agent username and password details. Keep them handy with you.
  • Step 5: After you activate the Agent you can now login to account. You will be prompted to change your password on login. Use the password from Step 4 (that you received as part of the Email) for old password and set a new one.
  • Step 6: Once you have changed your password, Agent is all set to be added to the CallCenter Campaign

If in case, the Agent is not activated, you can find the Agent name under 'Agents -- Pending Activation' on the Agent Screen

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Enable Browser Calls for CallCenter

CallCenter customers can make calls with below options:

In this section we will to talk about the Browser option. Below steps will help you start using Browser Calls. Both, the Campaign Manager and Agent roles have been called out.

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Campaign Manager

  • On the Agent Screen you'd see multiple options for Connection Preference with which Agent can join the campaign.
  • See the below screenshot for reference, Agent 'agent' has been enabled for Browser Call.
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  • Once the Browser Connection Preference is set, Agent should logout and then login to the UI to start making calls from the browser.

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Agent

  • Make sure Google Chrome Browser Version 46 and above is installed on your computer to use Browser based calls.
  • After login to CallHub, browse to Settings. Under My Settings -> SIP Endpoint Details, Agent should see an unique username/password pre-configured for making Browser based calls.
  • While changing the connection preference, make sure you have logged out and logged in to the website again to start using the new option.
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Error Reporting

Not able to make browser calls? These are the details we need from you:

  • Agent username
  • Google Chrome Browser Version
  • SIP Credentials that are shown up on UI
  • Any error message shown on the agent console

For any questions/clarifications, contact us at [email protected]

Make CallCenter Calls with SIP Client

CallCenter customers can make calls with below options:

In this section, we will take you through the steps of enabling Agents to make calls with SIP Client. To know more about SIP, click here

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Campaign Manager

  • On the Agent Screen you'd see multiple options for Connection Preference with which Agent can join the campaign.
  • See the below screenshot for reference, Agent 'agent' has been enabled for SIP Client.
  • Once the Browser Connection Preference is set, Agent should logout and then login to the UI to use the SIP Client.
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Agent

  • Login to CallHub, browse to Settings. Under My Settings -> SIP Endpoint Details, you should see an unique username/password pre-configured for making SIP based calls. Keep these details handy with you.
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  • Download X-Lite SIP Client for your Operating System and install the client
  • After installation, go to the X-Lite Preferences and click on Accounts
  • Enter the details as per the below screenshot.
    User ID and Authorisation name are same as Endpoint Username on CallHub Settings Page.
    Password is same as Endpoint Password on Settings Page
    Domain is phone.plivo.com
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  • Click on Codecs tab under Preference to set the Codecs for your client. G.722 must be present under Enabled Codecs for the SIP Client to work
  • Once you have provided the details, click OK to save the details. In a few seconds you should be logged in to the SIP Server.
  • On the CallHub console, when you click on 'Join Campaign', you should see an incoming call to X-Lite. Answer this call on X-Lite and you shall be in the campaign, ready to make calls.

Not able to make SIP client calls? These are the details we need from you:

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Error Reporting

  • Agent username
  • SIP Credentials that are shown up on UI
  • Codecs that have been enabled for the SIP Client
  • Any error message shown on the agent console

For any questions/clarifications, contact us at [email protected]

Configure Call Center Dial-in campaign

Dial-in functionality allows call center agents to call into CallHub to join a campaign. In this post, we go through the configuration steps to create a Dial-in call center campaign.

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  • Step3: Now create a call center campaign. In the Dialer Settings of call center campaign, choose the rented dial-in number. If you haven't rented the number in Step1, you could even auto generate the voice enabled number
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You're now ready to start using the Dial-in functionality. Once agents login to the agent console, they'll see the dial-in number and a unique campaign code assigned to agent. Agents can call this number, enter the campaign code to join the campaign.

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