Setting up an ECG Integration

An integration enables CxEngage to use the Enghouse Communication Gateway Connector to provide communication services for voice calls.

Create an Integration

You'll need an account with the service you're integrating with, as well as access to your account credentials for that service, in order to complete the integration.

To create an integration:

  1. Go to Configuration > Integrations.
  2. Click Create. The integration details panel appears.
  3. To create an ECG integration, select ecg as the Type.
  4. Enter Enghouse Communications Gateway as the Name for the integration. This name identifies the integration when it is used in a flow object.
  5. Optionally, enter a Description.
  6. Enter the required details for the integration.

    7. Parameter Description
    Properties
    Trunk ID Enter 106 for US and EU Production.
    WebRTC Click the status indicator to enable agents to receive or make voice calls. The indicator is gray when disabled and green when enabled.
    ECG WebRTC Extension Label
    Label Enter ECG or other text you would like the agent to see when selecting an Active Voice Pathway in Skylight Desktop.
    Customize what shows for the Active Voice Pathway and the WebRTC extension throughout your CxEngage tenant.

  7. Click Submit.
  8. Highlight the integration you created and then click the status indicator next to the integration's name to enable it.
    The indicator is gray when disabled, and green when enabled.

You might also be interested in:

Changing Extensions in Skylight

Monitoring ECG Interactions in Skylight

ECG Supported Languages and Dialects