Cloud Connect Setup

Overview

Ensure that users have been created on CloudConnect before moving forward in the configuration changes on Chakra.

Add Users & Profiles

Create Profile in Chakra

To use CloudConnect telephony , the user must have a CloudConnect login profile.
On chakra we need to create a profile to map the CloudConnect users to Chakra by:

1. Go to Admin --> User Management 
2. Go to Profile, click Add Profile and enter the required name. For eg CCPL User
3. Add an identifier by clicking Add New --> Standard Attribute.
4. Suppose we create an attribute as CCPL username as per the required datatype

Create Users in Chakra [with identifier]

An idetifier is the common attribute which will be used in both CloudConnect and on Chakra so that we can map the CloudConnect User to Chakra User. Ex: The username can be used as the identifier.
Create a user on chakra with the CCPL Username (identifier):

1. Go to Admin --> User Management
2. In the Users section, click on Invite User
3. Add the details in user form , select the profile created for the CloudConnect
4. In the profile add the username of CloudConnect under CCPL Username (Identifier)
5. The Chakra user is mapped with the CloudConnect login username given

Setup CloudConnect Plugin

Provider's telephony plugin addition is needed to make any call through some provider on chakra. To add any provider telephony we need to follow the below steps:

1. Go to Admin --> Plugins
2. Click on Add, name the plugin in label, select the type of plugin form the list and click add . In this case select CloudConnect Telephony
3. Copy the Call Log URL
4. Connect with the CloudConnect helpdesk for Tenant ID, API Token and send the copied Call Log URL so that they can fil the Chakra Call Log URL on their end
5. Under User Profile to CloudConnect Username Mapping section, here we need to select the identifier from the profile dropdown attributes.
6. We can also add the Actions that needs to be taken if you recieve any inbound call for eg create lead whenever any CloudConnect inbound call is received on Chakra.
7. We can also map the CloudConnect phone number as per any required condition. Suppose we want to map the CloudConnect phone number to some city then we can add the condition in the Derived Payload (Optional) section . Refer to JSONata Documentation for the format

CloudConnect Configuration

There is a need to add some rules and conditions on CloudConnect as well to user CloudConnect telephony on Chakra. We need to create the Queue and campaign.
We can add these by:

1. Go to Sign in on CloudConnect
2. Enter the login details and login
3. To add new Campaign go to Campaign --> Call Campaign and click on Add New
4. Add the required details and create.
5. To add new Queue go to Services --> Queue and click on Add New
6. Add the required details and create
7. To assign any agent to a new Queue added go to Services --> Assign Agent
8. In Assign Agent, add the Queue Name from the dropdown and add the agent as per that.