Login at Ameyo

The Agent has an access to web based interface with telephony controls through which the agent can make or receive calls. When the agent receives a call, a CTI pop-up will appear containing the information of customers.

Perform the following steps.

To login into Agent screen, the user needs to open following URL.

<PORT>://<HostName_OR_IP>:<PORT>/app/#

Replace the following variables.

Variable	Required Value
<protocol>	HTTP or HTTPS
<HostName_OR_IP>	IP Address or Domain Name of the Site where Ameyo Application is running.
<PORT_NUMBER>	8888 for HTTP or 8443 for HTTPS

Figure: Login Screen

Use any of the following methods to login.
1. Normal Login: The agent needs to enter the “User ID” and “Password” which is provided by the administrator in the login screen and click "Login".
2. Login with SAML (Licensable): Click "SAML" to login with your SAML Account hosted at your IDP (Identity Provider).
  
  Security Assertion Markup Language(SAML) is an XML-based framework for user authentication. Using it, the user authentication can be done with a third-party Identity Provider (IDP) such as Active Directory.
3. Google (Licensable): User can also login using its Google account. User don’t have to use Ameyo user credentials to login, instead users can login using Single-Sing-On by just logging into its Google account.
  Click "Google" to login with your Google account.
  Both SAML and Google Authentications are licensable features and has to be configured from the backend. In the absence of both license and configuration, these options will not be visible on the logon screen.
After user logins at the Portal using any of the above methods, a "Campaign Selection" pop-up is displayed on the screen.

Figure: Select the Campaign
Here, the agent has to select any of the following campaign types in which it wants to login. The list will contain only those campaigns in which the agent has been assigned by the Administrator.
- Ticket (Interaction) Campaign
- Voice Campaign
  - Inbound Voice Campaign
  - Outbound Voice Campaign
  - Parallel Predictve Voice Campaign
- Chat Campaign
The Agent can login to multiple voice campaigns, but the agent can select only one interaction campaign and one chat campaign. The agent can not select multiple interaction campaigns and chat campaigns at a time.

If Administrator have configured the default working for an agent in any campaign, then that agent will be logged in directly to that campaign. Professional Agent can be set to logon to one voice, one chat, and one interaction campaigns. Whereas, Executive can set to work in two voice, one chat, and one interaction campaign.
Working Mode Selection: If the administrator has configured the Working mode selection, then the agents upon logon to their console, have to select the working mode. The selection of the working mode for an agent is mandatory. The agent will have to select the working mode status after the login screen. There are two following working modes from which the agents can select:
- WFO (Work from Office): The agents who are working from Office, have to select this working mode option.
- WFH (Work from Home): The agents who are working from home, and is enabled with Ameyo remote solution, have to select this working mode option.
Selection of Campaign: The agent can select either voice campaign or interaction campaign but the agents who are assigned in both type of campaigns can select both campaigns at a time and can work in either campaign. Following are the cases for campaign selection for the agent.
1. Blended Campaign / Voice Campaign: The Administrator can configure blended campaign for voice, which allow an agent with Executive Role to logon to more than one voice campaigns (such as in both Inbound and Outbound campaigns) simultaneously. If this option is configured, a checkbox named "Blended Campaign" appears in the campaign selection.
  
  The agent with "Professional Agent" will not get the option of Blended Campaign as the Professional Agent can login to only one voice campaign at a time.
  
  When "Blended Campaign" option is unchecked, the voice campaign drop-down menu shows only those campaigns, which are not blended by the Administrator.
  
  Figure: Voice Campaign Selection
  When "Blended Campaign" option is checked, the voice campaign drop-down menu shows only blended campaigns, in which the agent is assigned.
  
  Figure: Selecting Blended Campaigns
  
  An agent with "Executive" role can select multiple non-Blended Campaigns. However, Blended Campaigns are preferred because it gives important to the inbound calls that helps in reducing the call drops.
  The agent (with Executive Role) can select more than one voice campaigns, a Ticket (Interaction) Campaign, and a Chat Campaign, in which it want to login simultaneously.
2. Interaction Campaign: The agent can select the interaction campaign in which the agent is assigned. In interaction campaign both interaction and chat campaigns are included. The agent can select any one from interaction campaign or chat campaign or if the agent is assigned in both campaigns then, the agent can select both interaction and chat campaigns at a time.
  
  Figure: Select Interaction Campaigns
  
  The agent can select only one interaction campaign and chat campaign. If the agent is assigned in multiple interaction campaigns, even then, agent is cannot select multiple campaigns.
3. Selection of both Voice and Interaction Campaigns: The agent who is assigned in both voice and interaction campaigns can select both at a time.
  
  Figure: Voice and Interaction Campaign Selection
4. Selection of Video Chat Campaign: The agent can select the video chat campaign in which the agent is assigned into.
  
  Figure: Video Chat Campaign Selection
  
  Video Offering is non-GA'ed from Ameyo in 4.11 release. However, it can be available to the user on special requests. The agent can also select the video chat campaign with voice and interaction campaign to work simultaneously with those campaigns.
Click "Next" to proceed.
Case 1: Extension Selection by Agents: Now, if the extensions are configured for the agents in softphone or hardware-phone and if the Administrator has set the agents to select the extensions, then following pop-up is displayed on the screen.

Figure: Extension Selection
Click the drop-down menu and select the extension. If you are selecting a phone , then a new field appears that asks to provide the phone numnber.

Figure: Entering Number after selecting Extension
Click "Next" to proceed.
Case 2: No Extension Selection: The Extension Selection pop-up will not appear after the user logon, if WebRTC is being used in the system or if the Administrator had selected to use "User ID Mapped Call Leg Details Provider" Mapping Policy in the System Settings.
WebRTC: In case of WebRTC, the agents will be logged on just after the campaign selection. Once the agent is logged in to Ameyo System, the agent needs to ensure that WebRTC status indicator turns "Green" (WebRTC is registered) after a few seconds. If the WebRTC status indicator remains "Red", then it shows that WebRTC is not registered and the agent will not be able to make or receive calls. It is suggested to contact your Administrator immediately if WebRTC remains "RED" for a longer duration.
Now this, WebRTC indicator can be seen by clicking on icon to access a small telephony pop-up, that will slide from right. Here, an agent can see if the WebRTC indicator is "red" or "green".
Auto-Extension Selection Settings: In case the Administrator had selected "User ID Mapped Call Leg Details Provider" mapping policy, the already selected extensions (by the Administrator) will be assigned to the agents.
If you does not choose the extension from the above bar, then after login, the Ameyo starts showing a cautionary error to select the extension.

Figure: Dashboard with Cautionary sign

If you missed to select the extension in the above step, then you can select it from here by clicking onto this cautionary sign. The extension selection bar again pops up and you can select the extension from here.
Enter the phone number and click "Next" to proceed. After the user logged-in, it shows the Home Screen.

Figure: Home Screen

Figure: Home Screen of Agent in Voice Only

The licensable word is added for the licensable features in this user manual. If the appropriate license is not available then that feature will not be visible in the user interface to the user.