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Friday, September 30, 2022

RingCentral: Deploying MIRC

 

We will need the most minimal of server built.

You can build a Linux or Windows Server with the minimal recommend hardware resources for each platform.

We will show the steps for Debian Linux and Windows 2019.  You can adjust as necessary for your chosen platform.

Linux

You must be at NodeJS version 10.5 or higher.
On Linux, do NOT make a user called MIRC.  It is a reserved name.  We suggest mirc-admin for a username.

From a command prompt on your Linux server, execute the following commands
  •     sudo wget https://apps.bridgeoc.com/mirc/install-debian.sh
  •     sudo chmod +x install-debian.sh
  •     ./install-debian.sh
  •     cd  /home/mirc
  •     sudo nano .env
Proceed to Common Config below to gather the bits to populate the .env file









































Windows

You will need to install NodeJS.  We recommend using the most current LTS edition (Long Term Support). 
Verify the current version number at  https://nodejs.org.

NodeJS 16.1.1

Download the following zip file and extract into a folder
C:\MIRC

MIRC.zip




From an elevated NodeJS command prompt, execute the following commands.










































  • c:
  • cd  \mirc
  • npm install dotenv
  • npm install node-windows
  • npm install @ringcentral/sdk --save
  • npm install @ringcentral/subscriptions --save
  • node install-windows
  • notepad .env

Proceed to Common Config below to gather the bits to populate the .env file


Common Config

When the hosting server has been installed, you will need to obtain 2 pieces.

1. Your Microsoft Tenant ID, obtained upon authorizing the application
        Authorize the Azure AD application

2. A RingCentral JWT
       Create a RingCentral JWT


These two bits of information will be put in their respective spots in the following file.

Linux
/home/mirc/.env

or

Windows
C:\MIRC\.env








Reboot your new MIRC server.  Everything should start automatically without a need to log in.



Wednesday, August 24, 2022

RingCentral: Delayed or missing Calls In Queue dialog box.

 If you are not seeing the Calls In Queue window popping when there are calls in queue and you have verified that you are a member of that queue to be an eligible agent, ensure that the time on the PC is correct.  If it is off, you will experience delays in this screen populating.  This delay will be equal to the time drift of the PC.  If the clock is off by 2 minutes, the Calls In Queue window will not populate for 2 minutes.  




Thursday, May 26, 2022

RingCentral: Licensing

You can manage your RingCentral licenses in our license management portal.

 Bridge License Management

You will log into the portal using your RingCentral credentials.

Permission to log in is based on your RingCentral role permissions. 
We get all of our “rights” from the user’s role at Ring Central.

At a minimum, your role must have purchasing permission.

Common RingCentral predefined roles would be Billing Admin or Super Admin

If you do not wish to use one of those predefined roles, you will have to create your own role, with the rights listed below.

The user must have one of the following permissions…

Account Administration       AccountAdministration

Device Orders                    DeviceOrdering

Payment Method                EditPaymentMethod

Billing Information              EditServicePlanInfo

Roles                                  EditUserRoles

Payment Method                PaymentMethod


Wednesday, May 18, 2022

RingCentral: Preparing for selective call queue pickup

 

Beginning June 1st, 2022, Bridge Operator Console will allow an operator to select a specific call from a call queue.  Sometimes this function is called "cherry picking". 
This will also allow the operator to continue to take calls out of a call queue even though they may already have a queue call on hold.

This function does require that the operator is a member of the Queue Pickup Group for any queue they want to pick from.  This is configured in the RingCentral service portal. 

Here is a link to that configuration step.

Setting up Call Queue Pickup Groups



Wednesday, April 13, 2022

RingCentral: Repairing Token Process

As a result of recent browser security changes, we needed to institute a new method for the periodic renewal of the security token between the browser and RingCentral.  The new method utilizes a browser pop up.  For this new method to work, you must not block pop ups from the website.
We also recommend logging out of the console at the end of each day.

https://bridge-oc-cloud-app.azurewebsites.net

Also, you should do a force reload of the website to ensure that any previous blocks have not prevented the new code from being downloaded.

Follow the steps below to complete this process.

1. Sign into the Bridge Operator Console for RingCentral.

2. Go into Settings.  Search for "pop-ups".  Follow the links as shown to add/change our website so that pop-ups are allowed.

3. While holding down the Shift Key, press the F5 key.  This should prompt a reload and require you to login once again.  If it does not, the browser did not recognize the command and you will need to do it manually.  This process is pretty similar between Chrome and Edge.
The graphics below will show the steps in each browser.

CHROME
























EDGE





Monday, January 31, 2022

RingCentral: Configuring Google App for BOC RingCentral integration

 To enable Google integration in the BOC Application, you will need to configure a Google App.

Sign into your Google Cloud Platform administration page.
https://console.cloud.google.com/

You will need to enable the Admin SDK API and the Google People API.

Admin SDK API





Google People API
































Authorized JavaScript origins
https://bridge-oc-cloud-app-preview.azurewebsites.net
https://bridge-oc-cloud-app.azurewebsites.net

Authorized redirect URIs
https://bridge-oc-cloud-app-preview.azurewebsites.net/rcconsole.html
https://bridge-oc-cloud-app.azurewebsites.net/rcconsole.html
























When this is completed, you can gather the Client ID and the  API Key and paste them into your console settings.  
Click Save.  If they settings validate you will get an Activate button.








































Wednesday, December 22, 2021

RingCentral: Troubleshooting Answering Calls

Ensure have a working headset and a microphone connected to the PC?

Often times, people do not have the headset properly connected. 

When this happens, RingCentral does not consider it a valid endpoint and you cannot answer or place calls.

Ensure that you have not denied access to the microphone in the browser.

Troubleshooting MIC in Chrome


Wednesday, October 20, 2021

RingCentral: Configuring Microsoft Teams support

You can configure the Bridge Operator Console to provide visibility into your Microsoft Teams environment.  We can provide two levels of visibility.  The most basic is simply access to the user list and users' presence.  The second, deeper level, is visibility to the users' calendar status.  With the calendar access, by default, we present a "blinded view".  Meaning, the operator can see when a user is available next, but not what their specific activities are.  It is similar to Free/Busy.

The first User one, is required for any Teams visibility and must be done before the second Calendar one can be done.

The first step is, for a M365 administrator to authorize access for the BOC application to have visibility to your M365 organization.  This happens at an application level and does not "elevate" an operator to any additional rights beyond their normal M365 rights.  These rights are not usable outside of our application.

This is done, one time, from our website.  https://www.bridgeoc.com


After this has been completed, the BOC Console can be configured to use these new rights.

  • Microsoft 365 Login is the first step.  Do this BEFORE trying to enable any of the other functions.

  • Show MS Teams Presence will enable a column indication Teams Presence for all users
    (See #1 below).









  • MS Teams Chat will enable BOC to send chat messages via Teams rather than the RingCentral chat function.

  • Show All MS Teams Groups will bring the groups defined in Teams into the BOC Console.

  • No Microsoft Groups will filter out the user groups defined in Microsoft Azure AD.

  • Add Group Filters will define the specific Groups to display.   This is useful for large organizations where an operator may only be concerned with a subsection of the company.



Thursday, June 10, 2021

RingCentral: Headset Control - Jabra

You are able to control the softphone in BOC with your Jabra headset in Chrome or Edge.

You can answer, hang up, mute and unmute the call.

We do require two Jabra software pieces to be installed on the PC.

You will need to install the Jabra Chromehost for your OS.

Download Jabra Chromehost

Then you will need to install the Jabra Browser Integration Extension into your preferred browser.  The same extension will work with Chrome and Microsoft Edge.

Install Jabra Browser Integration Extension




Wednesday, June 2, 2021

RingCentral: Headset Control - Poly Plantronics

You are able to control the softphone in BOC with your Poly/Plantronics headset. 
We do require the Plantronics Hub software to be installed on the PC.

You can answer, hang up, mute and unmute the call.

If you hear a dial tone, when you press the answer button on your Plantronics headset to answer a call, you must make the following change in the Plantronics Hubs software.  Turn OFF Dial Tone.





Thursday, February 4, 2021

RingCentral: Configuring ringing with deskphone

If you sign into the Bridge Operator Console for RingCentral and you have an existing physical deskphone, by default, the deskphone will ring for 20 seconds before the call will appear in the the Console.




Friday, December 18, 2020

RingCentral: Recommended role configuration

We recommend creating a new Role for use by the Operators in the RingCentral admin portal.

You can use the Standard or Standard (International) as a starting point for the new role.

We recommend adding 2 additional rights to get optimal functionality.

You can create the role similar to this, 






The two additional rights are as follows.

1.       Company Call Log - View Only/Delete Records
This will allow the application to gather call statistics to improve quality of the results in the Predictive Transfer functionality of the application.
NOTE: The operator will not have actual visibility, or the ability to manipulate the Company Call Log in the application.  These right simply empower our AI to use the data to enhance the Predictive Transfer function.  By allowing access to these logs, our AI can curate a list of targets for the call the moment the phone rings based on call traffic patterns.





2.       Users
This right will allow the operator to View and Set another user's call forwarding, queue status or presence status.