Managing Channels through the CCF Database

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Channels are a means of communication that agents can use to communicate with each other.

You should use the Admin Console to configure channels. For more information on configuring channels using the Administration Console, see Managing Channels. This section discusses managing channels through the SQL Server Database.

This procedure assumes that you are familiar with SQL Management Studio and that you have access permissions to modify the CcfInfrastructure database on the SQL server, CCFSQL.

Adding a Channel

To add a channel (server-side configuration)

  1. Use SQL Management Studio to connect to the SQL server, CCFSQL.
  2. In the CcfInfrastructure database, open the Channel table.
  3. In the ChannelID column, type an ID for the channel in the appropriate row.
  4. In the Name column, type a name for the channel in the appropriate row.

Mapping a Channel

To map channels to an agent

  1. In the CcfInfrastructure database, open the ChannelMap table.

  2. In the UserID column, type the ID for the agent who will be using the channel.

  3. In the ChannelID column, type the ID of the channel that will be used for communication.

  4. To map more channels to this agent or other agents, repeat the steps 2–3.

  5. Note

    For this release, only the Remote Assistance channel is supported.

Troubleshooting Channel Configuration

Refer to the following table if you encounter problems when configuring channels on CCFSQL.

Problem

Cause

Solution

In the Assistance menu, select Billing. The message “Unable to provide assistance in Billing” appears.

There are no agents configured on the Remote Assistance channel to provide Billing assistance.

Map agents to channels and agents to skills in the appropriate tables, as explained in sections, Configuring Agent Skills and Managing Channels through the CCF Database.

In the Assistance Menu, select Billing. The message “Unable to provide assistance in Billing” appears.

The agent state is busy.

Change the presence state to Ready, and retry the assistance.