How to integrate Altitude with CTLive
To integrate Altitude with CTLive, you must:
- Install CTLive. Contact Customer Support to get the CTLive installation package and related documentation.
- Configure services in CTLive.
- Install and configure Altitude components.
- Install and configure the Altitude CTLive Service. The Altitude CTLive Service is installed alongside the Integration Server and uAgent Web.
- If you are using Agent Lite, configure Agent Lite to connect to the Altitude CTLive Service.
- Configure Interaction History to connect to the Altitude CTLive Service.
- (If not created) In the Management Portal, add an instant messaging gateway.
- In the Management Portal, configure a campaign for CTLive, and use the instant messaging gateway.
The following table displays the needed components and requirements for each integration scenario with CTLive:
|
Scenario |
Bot in CTLive? |
Associated to service |
Set in CTLive Service |
Campaign configuration |
|---|---|---|---|---|
|
Inbound chat to Agent Portal (media panel) |
No |
No - if there is one, do not associate |
No |
IM gateway + WhatsApp DNIS |
|
Inbound chat to Automated Agents / Integration Server API (no media panel) |
Yes |
Yes |
Yes |
IM gateway + WhatsApp DNIS |
|
Outbound chat from Agent Portal (media panel) |
Yes |
No |
Yes |
IM gateway, no DNIS needed |
|
Outbound chat from Automated Agents / Integration Server API (no media panel) |
Yes |
No |
Yes |
IM gateway, no DNIS needed |
|
Outbound messages from Agent Portal / Automated Agents / Integration Server API |
Yes |
No |
No |
No IM gateway, no DNIS |