Setup and Configuration

If a suitable inbound campaign does not already exist:

1. Open Softdial Campaign Manager™. See Accessing Client Applications
2. Create a new Inbound campaign with the desired settings. Make a note of the Name, as it will be required later in the set up process
3. If you are using live telephony, in the Telephony Settings tab, set the CT Layer Identifier field to __Workflow_<tenant name>
4. Start the campaign

1. Open Softdial Repository™. See Accessing Client Applications
2. Edit Campaigns & Queues

   In the Campaigns & Queues tab:

   1. create a new queue for the inbound campaign (or edit existing), with settings as follows:
      

      For...	Set these option values:
      	Media Type	All others
      chat	Chat	As default, but enabling Keep Queued will prevent chat sessions from being disconnected immediately if no agents are available, which may help during testing.
      email	Email	As default

   2. Make a note of the Name, as it will be required later in the set up process.
3. Edit Inbound Routes

   In the Inbound Routes tab:

   1. Create a new inbound route (or edit existing), with settings as follows:
      

      For...	Set these option values:
      	DNIS	Destination Address
      chat	the name of the queue (from 2.ii. above)	the name of the queue (from 2.ii.)
      email	the email account for this campaign	the name of the queue (from 2.ii.)

4. Edit Users & Endpoints

   In the Users & Endpoints tab:

   1. Create one or more new users (or edit existing)
   2. Create one or more new endpoints (or edit existing), with the Default Campaign set to the name of the campaign created in 1.ii.
5. Edit Campaigns & Queues

   In the Campaigns & Queues tab:

   1. Edit the queue created in 2.ii, as follows:
      

      For...	Set these option values:
      	Members	Overflow Time
      chat	add the endpoint(s) from 2.iv.	As default
      email	add the endpoint(s) from 2.iv.	3600 (1 hour) or more

1. Open C:\Softdial\SWS\Config.xml in a text editor.
2. Locate the example configuration for the media type, toward the end of the document, with <className> as follows:
   • for chat/ Twilio - ChatServer
   • for email - InboundEmailImap
3. Uncomment it, by removing the <!-- and --> from the start and end

4. Configure as follows:

   For chat/ Twilio

   <!--
   <Campaign tenantID="default" name="CampaignNameGoesHere">
     <campaignType>5</campaignType>
     <className>ChatServer</className>
     <assemblyName>WorkflowSignalRChatServer.dll</assemblyName>
     <UserParams type="xml">
       <Chat>
         <Queues>
           <ChatQueue address="QueueNameGoesHere" />
         </Queues>
         <DisconnectTimeout>30</DisconnectTimeout>
       </Chat>
     </UserParams>
   </Campaign>
   -->

   1. Alter the <Campaign> element's tenantID and name attributes to the correct tenant and campaign names 
   2. Alter the <ChatQueue> element's address attribute to the name of the queue created in step 2.ii. 
   For email

   Guidance is given per element below:

   Element	Description	Example
   <Campaign tenantID ="" name ="">
   	tenantID: the tenant name where the email campaign will work. name: the campaign name.	default Mailbox
   <campaignType>
   	Type of campaign. Do not modify.	0
   <className>
   	The class name. Do not modify. Represents the internal name of class used by Workflow Server to manipulate the email DLL.	InboundEmailImap
   <assemblyName>
   	The name of the DLL in which the class defined in <className> is contained.	WorkflowEmail.dll
   <UseBasicAuth>
   	From v10.7.1996 - When true, the IMAP authentication will be the basic authentication. It will use a user and password to authenticate access to an IMAP inbox. If false, SCC will use OAuth to authenticate. For detailed instructions on setting up to use OAuth, see Basic Authentication vs. Open Authorization (OAuth) below In the case of Google Mail and Outlook.com, use the application token in the password field. If you are using Office 365 Business, you need to define the Azure parameters for OAuth, below:	true
   <UseAzureBusinessAuth>
   	From v10.7.1996 - to use OAuth, set to true	false
   <AzureBusinessAuthClientId>
   	From v10.7.1996 - for OAuth, the client ID	paste client id here
   <AzureBusinessAuthTenantId>
   	From v10.7.1996 - for OAuth, the tenant ID	paste tenant id here
   <AzureBusinessAuthSecret>
   	From v10.7.1996 - for OAuth, the application secret value	paste secret value here
   <LogsPath>
   	Defines where the logs will be generated by the email application	C:\logs\Email
   <SmtpServer>
   	The URL of SMTP email server
   <SmtpPort>
   	The port of SMTP email server	587
   <ImapServer>
   	The URL of IMAP email server
   <ImapPort>
   	The port of IMAP email server	993
   <PopServer>
   	The URL of POP email server
   <PopPort>
   	The port of POP email server	995
   <EmailAccount>
   	The user of the email account
   <AccountDomain>
   	The domain of email account	gmail.com See Using Gmail below
   <EmailAccountPass>
   	The password of the email account
   <UseSsl>
   	Boolean, indicating whether the connection will use SSL	true
   <DataSourceName>
   	The ODBC name pointing to the historical database (64bit)
   <DataSourceUser>
   	The user of ODBC connection
   <DataSourcePass>
   	The password of ODBC connection
   <ControllerIp>
   	The full URL of the controller server (where Softdial CallGem™ is running). For example, if the server name is controller01, the tag should contain https://controller01
   <EmailDiskSpace>
   	The value in Gb reserved to maintenance of emails on disk	100
   <DiskSpaceWarningLimit>
   	The value ( % between 1 and 100) that indicates the threshold where the system should start alerting (via Alert Monitor) that disk space is low	20
   <EmailAlert>
   	The path to where the predefined alert email is located
   <SendEmailAlert>
   	Boolean, indicating whether an alert email should be sent	false
   <EmailInboxFolder>
   	The local folder where the downloaded emails will be stored	C:\ Softdial\ WebServer\ www\ EmailInbox
   <EmailCheckInterval>
   	The interval (in seconds) to check for new emails in email Inbox account	10
   <SleepBeforeSendNewIc>
   	The time (in seconds) that WorkflowEmail.dll will wait before sending a new email message to Softdial CallGem™ if there are two or more messages to be send	10
   <AnswerEmails>
   	Boolean, indicating that agent can reply the email	true
   <ForwardEmails>
   	From V10.7.1512 - Boolean, indicating whether the button to forward the received email will be enabled for the agent. The agent can fill the To field with any email address. Defaults to false if parameter not present.	true
   <CC>
   	Accepts one or more (comma-separated) email addresses
   <BCC>
   	Accepts one or more (comma-separated) email addresses

1. In Management Console, open Softdial Service Status
2. Restart Workflow Server

For email -

1. Workflow Server will automatically create the folder C:\Softdial\WebServer\www\EmailInbox where all downloaded emails will be stored, separated by tenant and campaign. Inside the campaign folder, each email will be saved inside its own folder, the name of which is the session id created for the message.
2. The email campaign should also be restarted