Creating the Optimal User Experience

It is important to define the best method of deploying a Unified Communications and/or Contact Centre service within the customer environment to ensure the optimal experience for both agents and customers.

This user policy provides guidelines for the use of Telviva UCaaS and CCaaS WebRTC based applications for all users within the business to ensure better quality conversations.

The following minimum requirements, and recommended procedures/protocols must be adhered to:

Desktop or Laptop Hardware specifications:

1. Minimum specification of a Core i5 processor (or similar)

2. 4GB RAM

3. Solid State Drive

4. Backup power / UPS

5. A Camera (If Video is required)

6. Spare USB port for a headset

7. LAN / Ethernet port

Audio Specifications:

1. Noise Cancelling Headset (USB - wired, DECT or Bluetooth) eg Jabra Evolve series, Jabra Pro series, Jabra Biz series, and Jabra Speak series

2. Internal or external speakers to set external ring when headset is not on

Application Specifications:

1. MAC OS, MS Windows from 10 on, Linux OS, Chrome OS, Chromium OS

2. Google Chrome min V100(12 May 2022)

3. Correct Drivers installed for USB Headset and Camera

LAN Specifications:

1. Managed LAN with VLAN Support (when handsets are required)

2. Cabled (Cat5e/Cat6) LAN point to every user workstation

3. WiFi is not recommended for use in a corporate environment for WebRTC applications.  It may be suitable for home office / small office use

4. Telviva Contact centre agents must use a cabled network point due to the high volume of interactions managed by these users

WAN Specifications:

1. Telviva delivers its services as a Managed service, end to end, therefore the WAN if delivered by Telviva will be engineered for voice usage

2. Bring your own (BYOA) access, or home users are supported per our BYOA policy (Bring Your Own Access - Network Requirements Disclaimer) document.  This method of access is not recommended for Contact Centres, but only for small home/office users working remotely.

3. Mobile (3G/4G/LTE) Dongles, Modems are not recommended

4. LTE Routers may be used for single home agents / home office

Group Policy (or applied individually if no Group Policy available):

1. Google Chrome is the only web browser supported by Telviva, and must be deployed

2. Chrome upgrades should be deployed in a controlled manner

3. The correct permissions are to be set within Chrome to allow audio and video (microphone, camera and notifications set to Allow).  This should be applied to any URLs that are applicable to the user for their Telviva services.  Typically, 

1. one.telviva.com

2. customername-omni.telviva.com

Example of permissions below:

4. The correct permissions are to be set within the operating system to allow audio and video (microphone, camera and notifications enabled)

Example of notifications below for MacOS:

Example of Privacy & Security (mic and camera) below for MacOS:

5. In the case of Contact Centres, additional Group Policies for restricting WiFi access to agents is recommended:

1. Not to allow both WiFi Adapters and LAN adapters to be connected at the same time (Windows allows this by default)

2. Not to allow switching between fixed LAN adapter and WiFi adapters

3. Disable the Call centre / Office SSID or user access to WiFi access while in the office forcing the use of the LAN cable

6. Disable Auto discardable Chrome Discards

1. Navigate to chrome://discards/ and disable the "auto-discardable" toggle for Telviva One and customer-omni.telviva.com “Tabs”

8. Chrome Memory Saver 

To save your computer’s memory and help active tabs run smoothly, Chrome deactivates tabs that you aren't currently using. When you access an inactive tab, it automatically reloads and this is an issue for Telviva Omni.  Reloading or refreshing the page while unpaused & waiting for a call, Telviva Omni may still attempt to send a call to the agent which will not be delivered but will be routed to another agent. The Agent will then have an ACD attempt against their name. 

To prevent a tab from being deactivated, add it to your “Always keep these sites active” exclusion list.

1. On your computer, open Chrome

2. Navigate to settings

3. Select Performance

4. To the right of the selection option, switch to blue to activate it

5. From here, there are two options:

• Add current sites: Select from available sites that are currently open in a tab.

• Select the box to the left of the site you want to add, and click Add.

• To go back, select Cancel.

• Add sites manually

• Enter the web address.

• Select Add

Telviva Omni Only - POST Chrome / Telviva Update - Browser Refresh Process Required:

1. Any updates (Chrome, or Telviva) may require an  ‘Empty Cache & hard reload’ to be performed on the relevant Chrome tab.  

Steps to Clear Browser Cache and Data Post-XCally Update:

1. Open the XCally Instance:

1. Navigate to the XCally instance (e.g:  https://telviva-omni.telviva.com/)

2. Open Developer Tools:

1. Right-click on the page and select "Inspect."

3. Clear Application Data:

1. Go to the "Application" tab.

2. Right-click on the XCally URL and select "Clear."

4. Clear Cache and Hard Reload:

1. Right-click on the browser refresh button.

2. Select "Clear cache and hard reload."

5. Close Developer Tools:

1. Close the development tools

6. The browser cache and data have been successfully cleared.