Configuring telephony settings

Telephony integration requires a separate configuration that is performed by Infor during the initial implementation. In addition to those configurations, you enable the integration here when you are ready to implement and test. You can map the parameters that identify the user ID for the employee and the agent ID for agent to fields in the system user table. By default, these are the Account ID in the system user record. Some optional parameters that can be configured to be passed are Caller Phone, Caller Option and Reference ID.

  1. Log in as CMsetup administrator.
  2. Access Case Management from the navigation menu.
  3. Select Administration > Case Management Admin.
  4. Click Application Settings.
  5. In the Telephony Settings area, specify this information:
    If Telephony has been implemented, set to Yes and specify the system user fields which are used to identify the caller and the agent.
    User ID
    Select the data field that is used to identify the employee.
    Agent ID
    Select the data field that is used to identify the agent.
  6. Click Update.