1. Configuring the Blower app
Blower requires configuration in three places:
- Zendesk app configuration
- Cisco UCM configuration
- CloudMetro Blower configuration tool
These three configuration locations are described below. It is expected that there will be some professional services provided by Lovestock & Leaf to complete the installation and configuration of the Blower app.
For each agent who is using Blower, they need to install the “Cisco Jabber Software Development Kit”. This is available for Windows and Mac computers.
This is available from the following link.
More information about the “Cisco Jabber Software Development Kit” is available from the following link.
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1.1 Zendesk app configuration
You can set the main configuration options within the application settings. You can access these by clicking on the “Manage” item in the “Apps” section of Zendesk. Once you are in this section, select “Change Settings” to edit the “Blower” settings. This will show up the following options:
Title: This is the title of the app which is displayed to users.
International Prefix: The number that you dial in order to dial an international number. This is the number that would normally be substituted for a “+”. Leave blank if unsure.
Force Demo Mode: This allows you to run the app in “Demo” mode.
Enable role restrictions?: This allows you to choose which agent roles that the app will be available for.
1.2 Cisco UCM configuration
In order to use Blower, you will first need a Cisco Unified Communications Manager (UCM).
Each Blower user needs to be provisioned as a softphone or “Jabber” user within the Cisco UCM environment. Your phone administrator will have the details about the extension, username, password, and other details required to configure Blower for the agents who will be using the app.
A basic rundown of how to setup an extension in the Cisco UCM is as follows:
Setup up an “End User”, take note of the username and password you use;
Create a “Phone Device”, take note of the name of the device you create;
You will need to select a “Phone Type” of “Cisco Unified Client Services Framework”;
Link this device back to the user;
Set “Device Information > Phone Button Template” to “Standard Client Services Framework”;
Set “Protocol Specific Information > Device Security Profile” to “Cisco Unified Client Services Framework - Standard”;
create a “Directory Number” for the device;
Set “Multiple Call > Max. Number of Calls” to 2;
Set “Busy Trigger” to 1;
Go back to the “End User” and add the new device to “Device Information > Controlled Devices”
Please note that the name you have used for your CUCM server must be resolvable by the end user’s browser.
1.2.1 End User Configuration page
The user must be associated to their “device”.
1.2.2 Device (Phone) Configuration page
The type of device that you need to install is called a "Cisco Unified Client Services Framework" device.
1.3 CloudMetro configuration
Lovely (a cloud icon) app on the left sidebar of your agent interface can be used to configure Blower.
Select Blower from the list inside Lovely, this then opens up a configuration tool which allows you to set up some “base settings”, these are used as default values for all devices. After which you can then configure the individual device settings.
Once you have finished configuring the individual devices, and have saved everything, then you click on the “Update” button at the bottom of the configuration screen to have the settings saved to your Zendesk for use with the Blower app.
Once you have updated the settings in Zendesk, your agents will need to refresh your Zendesk for the Blower app to pick up the new settings.
The Blower configuration app requires a combination of Cisco settings as well as some custom settings which are required to help define how you would like the Zendesk app to function.
The Cisco settings that need to be entered into the Blower configuration are as follows:
1.3.1 Blower Configuration page
Our config is structured in such a way that you can define almost all your settings system wide. Only Username, Password and Device Name need to be unique to each Zendesk user.
While the settings can be defined system wide, you still have control which is granular enough to override these settings for any particular user.
The settings and their corresponding explanations or mappings to the Cisco config are as follows. The “Origin” column helps you identify which system you need to look in to retrieve the setting.
|VoIP Type||Blower||This should always be set to “cisco”.|
|Username||Cisco||[End User Config] -> [User ID] (in the sample images “xmpp”)|
|Password||Cisco||[End User Config] -> [Password] (in the sample images “●●●●●●●”)|
|Server||Cisco||CUCM IP address|
|Mode||Cisco||Should be SoftPhone|
|Need Authentication||Cisco||Default: Yes
This depends on if you have configured the CUCM to use Authentication or not.
|Using SSL||Cisco||Default: No
Whether you are using SSL on your CUCM
|Device Name||Cisco||[Phone Config] -> [Device Name] (in the sample images “LLxmpp”)
This must match the device name associated with the user.
|Force Registration||Cisco||Default: Yes
This forces the Blower app to register with Cisco. It is recommended that this is set to “Yes”, but depending on your Cisco configuration, “No” could be the appropriate value.
|Incoming Number||Cisco||[Phone Config] -> [Dial In Number] (in the sample images “4000”)|
|Device Prefix||Blower||Default: <<empty>>
This can be used to help segregate the device names. In the examples shown we used “LL”. If you do want to use a device prefix, then we would recommend something like “Blower”. Otherwise please set this field empty.
Would you like your agent to be automatically logged in to the Cisco VOIP system when they open Blower.
|Pvt Number||Blower||What does your Cisco system return when it comes from a Private Number?
For example, when someone calls from Private Number, instead of showing the private number, it just shows "2000" as the called in number.
|Tags||Blower||What tags would you like to add to your Zendesk ticket when you either take an incoming call or make an outgoing call?|
* The 2 Cisco CUCM screens that we need to acquire values from are to are: End User Config Phone Config