How to configure CTLive

Configure a tenant in CTLive to integrate with Altitude.

The following configuration is done in the CTLive Manager. Contact Customer Support to get the CTLive installation package and related documentation.

1. Login to CTLive using an administrator account.
2. Create a tenant to integrate with Altitude.
3. Login to CTLive using the created tenant.
4. Configure the General Settings of the tenant.
   • Contact Center URL: Enter the URL to the Altitude CTLive Service, followed by /contact.
     • The format of an HTTP URL is http://<fqdn>:<port>/contact, where <fqdn> is the FQDN where the Altitude CTLive Service is installed, and port is the port where the Altitude CTLive Service is listening.
     • The format of an HTTPS URL is https://<fqdn>/<ctlivealias>/contact, where <fqdn> is the FQDN where the Altitude CTLive Service is installed, and <ctlivealias> is the directory for the Altitude CTLive Service in the proxy.

   Important Take note of the Contact Center Token and Shared Secret.

   

5. Create an API user. In Users, create a user to interact with the Altitude CTLive Service.
   • User ID: Enter the identifier of the user. For example, ctLiveApiAgent.
   • Roles: Select API.
   • Password: Click Change Password to set the password of the user.

   

6. Create a bot. You must create a bot if:
   • your contact center handles IVR and routing campaigns integrated with CTLive.
   • you are using digital outbound.
   In Bots, create a bot to interact with the customer.
   • Bot ID: Enter the identifier of the bot. For example, MyHelpdeskBot.
   • Technology: Select Virtual Agent Platform.
   • Nickname: Enter a nickname for the bot. For example, Helpdesk.
   • Configuration: Enter a JSON string with the following syntax: {"baseURL": "<uAgentWebCTLiveServiceURL>", "verifyToken": "<TOKEN>"}, where <uAgentWebCTLiveServiceURL> is the URL to the Altitude CTLive Service, and <TOKEN> is a verification token, which must match the configuration on the Altitude CTLive Service. For example, {"baseURL": "https://ccserver.mycompany.com/ctLiveService", "verifyToken": "Altitude!123"}