Creatio Setting Up Call Analitycs for Velvetel, Kazoo and RingCentral

This manual can help to adjust the Call Analitycs for the Velvetel, Kazoo and RingCentral. General System settings in the Creatio are similar for Velvetel, Kazoo and RingCentral. Different steps in Analitycs Authorization will be described

in separate points of this manual.

General Settings

1. In the left menu select the ‘Studio’ option (Fig. 1) Fig. 1 Creatio General Dashboard

   

2. In the opened section on the left select ‘System Setting’ and after that click on the ‘Velvetel Call Analitycs’ (Fig. 2) Fig. 2 System Setting General Section

   

3. For the ‘Analytics Account ID’ and ‘Authentication service api key’ (Fig. 3) there are two options for how the required settings can be retrieved:

   1. required data can be requested from the support via the following email support@velvetech.atlassian.net.

   2. Or it can be received from the Call Analitycs app, /wiki/spaces/CA/pages/1096941622 Fig. 3 Velvetech Call Analytics Section

      

4. Received data should be filled into the ‘Default value’ fields (Fig. 4, Fig. 5). All other options should be untouched and in the default states Fig. 4 Analytics Account ID Default Value Field

   • 

     Fig. 5 Authentication Service API Key Default Value Field

     

5. For the listed settings, the following values should be filled into the ‘Default value’ fields (Fig. 6, Fig.7):

   • Audio Loader Endpoint - https://bpmcallanalytics.velvetech.com/al

   • Authentication service endpoint - https://bpmcallanalytics.velvetech.com/as

   • Entity Recognition Endpoint - https://bpmcallanalytics.velvetech.com/er

   • Transcripts Endpoint - https://bpmcallanalytics.velvetech.com/sr

   • Transcript UI URL - https://bpmcallanalytics.velvetech.com All other options should be untouched and in the default states Fig. 6 Sections With Filled Default Value

     

     Fig. 7 (As an example ‘Authentication service endpoint’)

     

The following flow of the Analytics Authentification is for the Kazoo telephony. Actions can be performed by the Agent and Supervisor

1. Click on the Profile icon and select ‘Your Profile' (Fig. 8 ) Fig.8 Your Profile Selection

   

2. Click the ‘Setup call analytics settings’ (Fig. 9) Fig.9 User Profile Section Options

   

3. To finalize the Call Analitycs setup, press ‘AUTHENTIFICATE CALL ANALYTICS’ (Fig. 10) Fig. 10 Call Analytics Setting Section

   

4. The following pop-up informs that all settings are applied and the Call Analytics is setup (Fig. 11) Fig. 11 Confirmation pop-up

   

5. Press ‘Ok’.

6. After this, all Call Analytics settings for Ring Central are considered to be done.

7. Possible Troubleshooting.

   1. If the button ‘AUTHENTIFICATE CALL ANALYTICS’ from Fig. 10 (Call Analytics Setting Section) is inactive, then one (several) settings from the p.p. 3 and 4 of the General Setting are not filled or have been filled with incorrect values

   2. Check them, refill them if necessary, and try to click ‘AUTHENTIFICATE CALL ANALYTICS’

The following flow of the Analytics Authentification is for the Ring Central

1. Steps that are described in the p.p. 1 and 2 of the previous section are applicable

2. After entering the Call Analytics section, first, click ‘AUTHENTIFICATE CALL ANALYTICS' and then 'AUTHORIZED CALL ANALYTICS IN RC' (Fig. 12) Fig. 12 Ring Central Call Analytics Settings Section

   

3. If the Authentification is successful, a message similar to Fig. 11 will be shown.

4. After the ‘AUTHORIZED CALL ANALYTICS IN RC’ is pressed a pop-up will be shown (Fig. 13). Here a SignIn into the Ring Central should be performed. Fig. 13 Ring Central Authorization Pop-Up

5. If the Authorization is successful a pop-up with the following message will be shown (Fig. 14) Fig. 14 Ring Central Confirmation Message

6. After this, all Call Analytics settings for Ring Central are considered to be done.