Nixxis Contact Suite - First steps guideline V2.4
1. Introduction
The purpose of this article is to provide the information you need to connect and configure a basic NCS environment via Nixxis Clients Desktop.
2. Download Nixxis Client Desktop
Nixxis Client Desktop is available from : http://[APP_SERVER]:8088/Provisioning/ClientSoftware.zip
Once downloaded to the workstation, unzip the ClientSoftware folder from the archive to the “Program Files” folder (or another), run NixxisClientDesktop.exe (a shorcut on the desktop's user to ease the access can be created).
As soon as the connection is made with the server, all the necessary files will be downloaded locally to the folder (you need to ensure the user is having the rights to write in the destination folder).
3. Launch the application
Double-click on the application’ shortcut and a first screen appears.
3.1 Service
At the very first launch, the Service field is empty.
You will have to fill it with the url of the Application Server as follow: http://[APP SERVER]:8088
Get the focus on the launcher by clicking on the logo and press TAB to go to the Service field. At the next login, the information will be stored and the Service field won’t appear anymore.
Click OK and a second screen appears:
3.2 Account
This is the account of the agent (alphanumeric – Case sensitive) User administration default account is 101 without password.
3.3 Password
This is the password of the account.
Even if it’s not mandatory, it is really recommended to provide one for each user
3.4 Extension
The extension field matches the phone extension that will be used by the agent/account.
4. Nixxis V2 Modules
4.1 The launcher
At the bottom left of the interface, clicking on 
, make it grow vertically and give the possibility to choose from the different modules
This icon will be available from all the modules.
Depending on the rights assigned to the account/user, some of the following modules may be available:
Agent Module
Supervisor Module
Administration Module
Recording Module
Reporting Module
5. Administration interface
Start the application and choose administration module.
5.1 Navigation icons
5.2 Advanced tools
5.3 Object manipulation
Data management icon appears as soon a campaign is selected.
5.4 Show – Hide icons bar
You can show or hide the icon bar.
6. Campaigns and activities management
6.1 Create a campaign
Click on the campaign icon 
and after on the add button 
A screen appears:
Description: Campaign name
Inbound is active: An inbound activity will be created.
Outbound is active: An outbound activity will be created.
Chat is active: A chat activity will be created.
Email is active: An email activity will be created.
Search mode: A search activity will be created.
6.2 Inbound
Destination: Destination number used by the customer to join this activity.
Preprocessor: Preprocessor used
Script: Scripter used
Record…: If selected the activity will record all the conversations.
(Let by default means that the configuration on the Campaign is taken)
6.3 Outbound
Originator: Number displayed on the callee’s phone.
Outbound mode: Different dialing’s mode
Script: Scripter used
Record…: If selected the activity will record all the conversations.
(Let by default means that the conversation isn’t recorded)
6.4 Originator
The originator is used to display a specific number on the Callee’s phone.
The originator can be specified at different locations into NCS:
- Extension
- Agent
- Activity
- General
Green means : the originator displayed
Red means : is not take into account
/ means : this is not configured
6.5 Dialing mode
Dialer best practices - documentation
7. Agent/user management
7.1 Create an agent
Go to the agent/user management screen and click on the “+” to add a new agent.
Click on next.
7.2 Account
Account identify the new agent/user in the system.
The system will automatically offer you the next value if it contains a number.
7.3 First name and last name
The agent/user first name and last name
7.4 Description
Description is a free field. It may contain for example:
- Indication junior/senior.
- The site where the agent is working (…)
Click on next
7.5 Affectations
Affectation is the link between agent and team and/or campaign.
If there are no team and/or no campaign, the affectation list will be empty. You can click on next. If it contains the agent assignment select it.
At the end of each wizard, a summary:
Don’t forget to click save your changes.
The new agent is now created
7.6 Create a range of agents
Click on the “+” and select the option “create a range of agents”. Click on next.
If you fill the agent range wit 122 to 125, {0} in the wizard will be replaced by the account number.
In this example, the results will be:
- 122, First Name 122, Last Name 122
- 123, First Name 123, Last Name 123
- 124, First Name 124, Last Name 124
- 125, First Name 125, Last Name 125
7.7 General tab
Group: Specifying a group will ease to retrieve the information on agents
As soon as a new group is created, it is available in the “group” list box
In the upper left corner, use the drop-down list called "Filter" to limit the information in the agent list
7.8 Originator
The “originator” field allow to specify the phone number associated with an agent. This number will be shown on the client’s phone (caller id).
7.9 User interface language
Choose the user interface language.
7.10 Affectations tab
An agent/user can be affected to one or more team(s) and/or with one or more campaign(s).
The affection level can be adapted for each team.
7.11 Skills tab
Then click on "Go to definition".
7.12 Languages tab
Select the language knowledge of each agents/users. As for the skills, you can set the language level.
7.12 Rights tab
By default, each user created in the admin is an agent.
This user doesn’t have any particular rights
7.13 Supervision
If the “supervision” option is selected, the “no restrictions” value is activated by default, so you have to adapt the supervisor right to the user.
The expert mode allows you to customize the restrictions one by one.
Specify the restrictions: campaign, team, teams related to user, waiting queue, activity and any.
7.14 Campaigns:
Select the campaigns that the supervisor will be able to monitor (one by one).
For each campaign, you can choose the activities related to the selected campaign. Click Next.
For each campaign selected, you can decide to include or exclude data.
Same process for teams, agents, activities or queues:
Teams:
Waiting queues:
Activities:
Any:
Choose “Exclude the data”.
Therefore, you should get the following result:
7.15 Administration option
Once selected, "administration” option is given "Full control" by default. This means that the administrator will have no restriction in the system.
Click on the little arrow on the right.
Expert:
There are two administrator level, normal and expert. Expert will have some additional rights.
Read only:
User access to the administration module, in read-only mode
Read and modify:
The user has access to the administration module, can view and edit all data. He can’t create or delete objects.
With restriction:
Either the user will manage human resources (agents, teams) and/or he will manage databases (in campaigns).
7.16 Listening record option
Give access to the listening records module (telephone). There are no sub options.
7.17 Display customer number option
The user can see the customer phone number. This option is selected by default.
7.18 The report access
The user can access to the Nixxis report module.
8. Phone management
Create a phone
On the phone management screen (advance/phones), click on the “+” to add a new phone.
Creation window appears
Check “Create one phone” and click on “Next”, the option window appears.
Picture 1: Option of a validated SIP phone
8.1 Short code
Extension of the phone
Picture 2: Option of an external phone
Usually, it’s the station phone number which is used in NCS.
8.2 Address
Address of the phone
If the phone is registered on the application server, the complete address is required (cf Picture 1)
If the phone is an external phone, the field must be filled with the number (cf Picture 2)
8.3 MAC Address
MAC Address of the phone (informative)
8.4 Description
Description of the phone
Once the parameters filled, click on “Next”
Picture 3 : Register of a sip phone
8.5 Phone options
Registers on application server (cf Picture 3)
Registers on ressource
External (cf Picture 4)
Picture 4 : Register of an external phone
If you check « Keep connected » option, the line will be always open (until the agent disconnection). A sound let you know when a new call comes.
If you check « Auto answer » option, i twill ring when a new call comes and then the system picks/answers automatically.
Once parameters defined, click on « Next », a window with a summary appears.
Picture 5 : summary of sip phone creation
Picture 6 : summary of external phone
A summary with the phone properties appears for a last verification before finish the creation with a click on
« Finish »
8.6 Create a range of phones
To create a similar range of phones, select « Create a range of phones ».
Picture 7 : Create a range of phones
Click on « Next ». The option window appears.
Picture 8: Option to range of phones
8.7 Range
Numeric range will be define the extension of the phones
8.8 Short code pattern
Short code pattern of the phones.
8.9 Address pattern
Address pattern of the phones.
8.10 Description pattern
Description pattern of the phones.
Picture 9: Sip phone
Picture 10 : External line
Choose (like above) is vou want register the range of the phones on the application server or if the phone are externals.
Once the parameters of the range defined, click on “Next”, a window with the summary appears:
Picture 11 : Summary of the phones
A summary with the phones properties appears for a last verification before finish the creation with a click on
« Finish »
9. Reports
Access to Nixxis reports.
10. CallScripter, the script editor
CallScripter is a script editor, completely integrated into Nixxis since the version 1 of our product.
This application is installed on the same server than the Nixxis Application Server and is (ONLY) fully compatible with Internet Explorer (minimum version 7.0).
To access, we will use the same address (IP or hostname) than the Nixxis V2 (APP_SERVER).
The standard port for CallScripter is 8080.
10.1 CallScripter: First use
Open Internet Explorer and enter in the URL bar http://<APP_SERVER>:<Port>.
10.2 Add the site to the ie trusted sites
CallScripter uses a lot of popup, but also JavaScript.
This may cause some unexpected behaviour (popup blocked, etc …). To prevent this, we will add the CallScripter url to the trusted sites.
Go to the “Tools 
Internet Options” menu. In the options window, go to the “Security” tab.
Click on the “Trusted Sites” icon, and then click the “Sites” button. The following window appears:
Like the server doesn’t use an SSL connection, please uncheck, if it’s not already done, the “https” option on the bottom left. Then click “Add”. Now Internet Explorer knows CallScripter is a trusted site.
Click on “Close” to finish and then “Ok”. Now exit Internet Explorer, open it again and do the same thing (enter in the URL bar 
http://<[APP_SERVER]>:<Port>)
10.3 Compatibility mode in Internet Explorer
In some configuration, CallScripter layout may not be correct.The solution is to run CallScripter in “compatibility” mode.
To do this, click on the small icon at the right of the address bar:
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