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.

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.

Tuesday, September 1, 2020

Cloud Suite rebuilding local storage

Occasionally, the local storage in Chrome can become corrupt.  This can cause blanks lists and missing information.  The following steps will clear them to allow them to rebuild.
NOTE:  Only perform these steps at the instruction of BOC Support.

1. Click on the 3 dots in the upper right corner of Chrome.

2. Go down to More Tools and choose Developer Tools

3. Choose Application at the top, then Clear Storage and then Clear site data 

4. Then, anywhere in the body of the application, right click and choose Reload

5. When the reload completes, you can close the Developer Tools

6. The local storage files will rebuild now as you use the application

Cloud Suite force code reload

On occasion, your web browser may cache a copy of our application and not refresh in a timely manner.  You can force a reload of the code by following these steps.

1. Click on the 3 dots in the upper right corner of Chrome.

2. Go down to More Tools and choose Developer Tools

3.   Choose Application at the top, then Service Workers and ensure the box is ticked for Update on reload

4. Then, anywhere in the body of the application, right click and choose Reload

5.  When the reload completes, you can close the Developer Tools

6. The force reload is now complete.

Tuesday, June 11, 2019

Updating Node Modules

On occasion, the Node modules may require a manual update.
To perform this, perform the following steps.

On the BOC Server, open an elevated CMD prompt

Run the following commands

cd /BOCData/Node

When the process completes, you can close your CMD prompt and restart the BOC TAPI Services.
Everything should be good again.

Friday, January 18, 2019

Error: String was not recognized as a valid DateTime

If you receive the error
String was not recognized as a valid DateTime
it is because the client is unable to connect to the BOC TAPI Connector to validate its license.
If all operators are affected, reboot the BOC TAPI Connector server.  Wait 10 minutes and ensure all of the BOC Services are started and then retest.
If it is a single station, with other operators able to work, it is a configuration issue.
Verify that the correct server is listed in the workstation registry key

HKEY_CURRENT_USER\Software\Bridge Communications\Bridge Operator Console 3\ServerIP

Thursday, January 3, 2019

Gathering Google Chrome debug info

In some cases, it will be very helpful to our support team to provide them with the output file of the browser console.

To download the Google Chrome browser console file, do the following steps:

1. Open the console you're facing troubles with using Google Chrome browser.

2. Open the "Developer tools", as shown in the next figure

3. Click on the "Console" tab, right click on any place in the console content, and choose "Save as...", as shown in the next figure

4. Send the saved file to our support team.

Wednesday, August 8, 2018

Which version of Skype for Business is recommended.

We recommend matching the architecture of the OS on which you are running.

If you are on a 32 bit OS, you must run 32 bit Skype for Business.  If you are on a 64 bit OS, the choice gets a little more complex.

While it is technically possible to run 32 bit Skype for Business on a 64 bit OS, there are some complicating factors.  Our recommendations are based on the need for scalability and performance.

The primary purpose for running our application is to handle larger volumes of calls than would be handled by the average user.  In addition, the operator is also a very customer facing of representation of the company.  Therefore, the performance of Skype is paramount.  We recommend running 64 bit Skype for the following reasons.

  • 4gb memory limit imposed by 32 bit architecture.  32 bit applications must reside under the 4gb memory limit regardless of the amount of memory in the machine.
  • 32 bit applications are handled by an emulation subsystem called WoW64.  All inter-program communication and access to hardware must cross this emulator.
For simple day to day applications, these differences are insignificant.  Often times, 32 bit applications are deployed for greater compatibility with 3rd party applications which do not offer a 64 bit options.  However, for a primary application, they can affect stability and performance.

And for these reasons, we recommend 64 bit Skype for Business for operators running our application.

Wednesday, April 4, 2018

Configuring m365 Exchange account for Exchange on the TAPI Connector

To set up Application Impersonation to allow the BOC Exchange Connector to connect and gather calendar information, you will need to configure the user in your Microsoft 365 portal.

Create a new Role Group.  The name is unimportant, but should help you identify it.
Add to the group, the user you've designated for the Exchange Connector.