Introduction
TeamHub is Sangoma’s cutting-edge team collaboration software platform designed to unify and streamline modern business workflows. As part of TeamHub and Sangoma CX evolution an integration between these two platform is now available, enabling Agents to launch Sangoma CX Agent Panel from within TeamHub without the need of having to login in two different applications.
This integration also allows Agents to use the TeamHub telephony capabilities as the Agent Extension allowing the Agents to consolidate telephony and collaboration capabilities in the TeamHub interface.
Prerequisites
The prerequisites for this integration are detailed in the Sangoma TeamHub & Sangoma CX Integration Requirements article. These requirements are only applicable to the user that will work as an Agent in Sangoma CX and will use the Agent Panel.
Note: The TeamHub email address/User id and the Email Address in the Sangoma CX Agent’s user profile must be the same. This email address is used to map both user types for the automated sign-on
How Agents can Access Sangoma CX
This integration enables Agents to open the Sangoma CX Agent panel by clicking on the CCaaS Application Icon available in the TeamHub Launcher Menu. Once clicked, TeamHub opens a screen that allows agents to select the extension type (Device, Web Extension and Business Voice) and the extension number to use. By clicking the “Join the Queue” button, the agent will be logged into Sangoma CX without requiring any additional validation and opens the Agent Panel in an Edge or Chrome browser tab ready to handle interactions. The How to access Sangoma CX within TeamHub article provides the details for this process.
The Extensions and Extension Types available for selection are configured by the Business Voice and Sangoma CX Administrators. The extension types available will allow users to work with different telephony endpoints. The extension type are:
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Device: Extensions linked to hard or soft SIP phones registered in Sangoma CX.
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Web Extensions: WebRTC extensions used by the Softphone embedded in the Agent Panel Interface.
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Business Voice: Represent an extensive set of endpoints such as: Hardphones, softphones such as Sangoma Talk, TeamHub or even MS Teams if the BV - MS Teams integration is enabled.
Alternatively, if an agent doesn’t want to use TeamHub, they can log directly into the Sangoma CX Agent Panel using their Sangoma CX Agent username and password and following the login process detailed in the Sangoma CX Agent User Guide.