XMPP Settings

Extensible Messaging and Presence Protocol (XMPP) is an open source, extensible protocol used for streaming XML elements over a network to transmit current information, such as data. With XMPP, messages and presence information are exchanged in a close to real time as possible.

Metaswitch operators host Clouded PBX, so XMPP integration is about Contact Center understanding the presence of the UC User. Metaswitch PBX will send that presence information out over XMPP to the intended recipient of that message.

This document explains how to configure XMPP integration with Contact Center in the form of presence sync integration between MAX UC and the Contact Center Agent desktop application (CCA Desktop).

IMPORTANT: It is assumed that as a carrier service provider, XMPP is already turned on and the XMPP server is already configured. Therefore, Metaswitch operators should already have information pertaining the name of the host.

NOTE: Only System Administrators have access to XMPP settings in Contact Center.

To configure the XMPP settings

Log on to Contact Center Admin Portal as a system administrator
Navigate to Configure > Additional Options (sysadmin) > XMPP Settings. The XMPP Settings page appears
1. Enable XMPP Integration: Select the checkbox to allow Presence sync integration between CCA Desktop and MAX UC.
2. Host: Enter the URL of the XMPP server (the presence server).
3. Username: Enter the name of the manager or pilot phone number for the account.
4. Idle phone status: Enter the wording used to depicts the user as being available and idle.
5. Alert on connection status changes: Select this check box to receive notifications when the connection between Contact Center and the XMPP server drops.
6. Alert Recipients: Enter the email address or addresses of the person who should be notified when the connection to the XMPP server drops.
7. Max. connection attempts: Enter the maximum number of times that Contact Center should attempt to reestablish a lost connection to the XMPP server.
8. Port: Enter the port number where the connection is established.
9. Password: Enter the password associated with the Username.
10. Matching Pattern: Choose where in the status string to search for the text entered in the Idle phone status box:
  NOTE: To learn more about verbiage matching, see the section Matching Idle Status Verbiage.
  - Starts with: The System will search for the indicated idle status at the beginning of the status string.
  - Ends with: The System will search for the indicated idle status at the end of the status string.
  - Exact match: The System will search for the exact match with the status string.
11. Alert Recipients: Enter the email address of the individual who should receive notifications.
Click Update when done.

The second tab in the XMPP Settings page, Connection Status, is a log of the connection status between Contact Center and the XMPP server. The page fills up with information regarding connection events and the corresponding timestamps. The most recent connection status appears at the top.

Once the connection between Contact Center and the XMP server is successful, Contact Center receives presence notifications from the Metaswitch tenant. Contact Center then matches the Username phone number to the Agent set up with that phone number and sets their status to Available – Red if the presence notification received is Busy. Consequently, the Agent will not receive further interactions from Contact Center until the Metaswitch tenant sends a different presence notification.