Create agent queue and Wallboard for testing

You haven’t imported any users yet, and you don’t need to do it at this point. To test that the installation works, you can use the built-in ZyDesk Administrator user to log in to the client software.

To promote the user ZyDesk Administrator into an agent, include that user in a ZyDesk profile that supports agents: Attendant Console, Contact Center or Service Center

1. In the Administration Portal menu, select USERS > ZyDesk Profiles

2. Click the profile that you imported previously; either Attendant Console, Contact Center or Service Center

3. Add the Person called ZyDesk Administrator to Included

4. Click Save

You haven’t set up an integration to any PBX yet, and you don’t need to do it at this point. To test that the installation works, you can use ZyDesk softphone to answer calls from voice queues, and you can use a SIP softphone, for example MicroSIP, to initiate a call to a voice queue.

1. In the Administration Portal menu, select USERS > Agents

2. Click ZyDesk Administrator

3. Under User (Operator), clear the Default check box and then select Internal in the Device menu

4. Under Agent - Incoming Calls, clear the Default check box and select Internal in the Device menu

5. Click Save

You haven’t set up Active Directory integration yet, so there’s no way to validate users’ passwords when they try to log in. Instead, you can set up the system to use ZyDesk password to log in. This is useful when you’re going to log in and test the system later in the process.

1. In the Administration Portal menu, select SYSTEM > Client Configuration

2. In ZyDesk Login, select Allow ZyDesk Password

3. Click Save

1. In the Administration Portal menu, select USERS > Agents

2. Click ZyDesk Administrator

3. In ZyDesk Access Settings, select Modify
4. Enter and confirm the password for ZyDesk Administrator (administrator@zylinc.com)
5. Click Save

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click Add Voice Queue

3. In Name, enter TestQueue1000

4. In Number, enter 1000

5. In Failover - Queue Open > Unmonitored Queue, select Queue Calls

6. Click Save

Upload welcome announcement WAV file to media server

To test your Zylinc solution, we recommend that you upload an audio file to your media server, and set it up as a welcome announcement on your queue:

1. You can download and extract this test audio file: Demo-welcome.zip.

2. In the Administration Portal menu, select AUDIO > Upload Audio Files

3. In Announcement, in Filename, click Choose File and select Demo-welcome.wavfrom the extracted WAV file.

4. Click Upload

Use the welcome announcement on your queue

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click the name of the queue

3. In Announcements, Welcome announcement, select Demo-welcome

4. Click Save

If you need to prototype new audio files to use for your queues, you can use a third-party text-to-speech batch converter. For an example that shows how to use Windows 10 PowerShell to batch convert audio files from text in English, German or French, see: Task 1: Get WAV files for exercise. The operating system vendor may add additional languages in the future.

If you need to record your own audio announcements, you can connect a good microphone to your computer, and in a quiet room, use an audio editor to make the recording. For example, you can use Audacity, which is free and open-source. Alternatively, you can set up dial-in recording, and simply use a telephone to make a recording, see: Task 4: Set up queue to use dial-in recording for ad-hoc announcement.

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click TestQueue1000

3. Click USERS

4. Add ZyDesk Administrator to Primary

5. Click Save

1. In the Administration Portal menu, select QUEUES > Wallboard Profiles

2. Click the Add Wallboard link

3. In Name, enter TestWallBoard

4. Click Save

1. In the Administration Portal menu, select QUEUES > Wallboard Profiles

2. Click TestWallBoard

3. In Queues, add TestQueue1000 to Overview Component

4. In Agents, add Person ZyDesk Administrator to Overview Component

5. Click Save