Working with Ivanti Voice

voice is the telephony application that integrates automated call routing and management, and cti to applications such as the server components of voice are referred to as ip communications management (ipcm) ipcm uses the next generation, standards based ip communication transport, called session initiation protocol (sip) and voice are typically installed and maintained on separate servers you can use voice to make the service desk accessible over the phone to customers and for agent to agent phone communication within your organization using the integrated voice toolbar, service desk analysts or agents do not need to leave the cloud environment to answer calls from customers, transfer calls to other agents, conference in other agents, etc if voice is configured to automatically create incidents when customers call, the system can also create incidents in from the customer phone calls from voice, the fields that are automatically entered from the phone call can also be configured the default fields and mapped values might differ in your environment using the ipcm agent dashboard, service desk managers or users designated as agent supervisors can route calls based on the availability and skills of individual agents, view agent status, assign calls in queue, request call recording, and so on before proceeding with the following tasks, ensure that you have installed and configured voice ivanti voice deployment necessary components for ivanti voice your local voice server name or ip address a valid user and password into voice (optional) the port configured for voice web service, if changed the default is 2323 agent login sequence the following demonstrates what happens when an agent logs in ivanti voice agent login sequence the agent logs into a secure (https) connection the system verifies the voice server ip address or domain name the system obtains the session key from the voice server ip address or domain name the system verifies the session key (tcp 5743) the system makes the phone connection (sip udp 5060) the system validates the session key (https) incoming call sequence the following shows the sequence of events for incoming calls ivanti voice incoming call sequence the system receives a call (sip udp 5060) the ivr searches and updates the record (https) the call is forwarded to the agent (sip udp 5060, rtp udp, tcp 5743) the record appears to the agent (https) the ivanti voice toolbar if ivanti voice is not open, the system disables the dial field and button on the toolbar to use the voice toolbar, your employee profile must have the enable voice option selected (see enabling voice for a user docid\ chjippgshif jgqdqutoo ) and the option is voice agent option selected (see configuring voice agent properties docid\ chjippgshif jgqdqutoo ) the application invokes the voice toolbar using flash or secure web sockets you need to modify the value of enablevoiceflash global constant to decide the required invoking option to set the invoking option, follow the below steps open the configuration console click configure > build > global constants to open the global constants workspace to invoke the voice toolbar using flash, modify the value of enablevoiceflash global constant as 1 to invoke the voice toolbar using secure web sockets, modify the value of enablevoiceflash global constant as 0 by default, the application invokes the voice toolbar with secure web sockets for web socket server certificate details, see server certificate configuration https //help ivanti com/ht/help/en us/voice/2020 2/help/voice olh/host configuration/server certificate configuration htm?highlight=certificate click save if you are using ivanti voice, you see the following voice toolbar when you log in ivanti voice toolbar the following describes the voice toolbar parts toolbar button function description ready update your status to ready, which means that you are ready to accept calls note if this button is disabled, there might be connectivity issues with the voice server not ready updates your status to not ready select a reason from the drop down list note if this button is disabled, there might be connectivity issues with the voice server answer call answers a call note if this button is disabled, there might be connectivity issues with the voice server alternate call switches between calls hold call puts the current call on hold retrieve call retrieves a call that is on hold phone number and dial call starts a call enter the phone number and click dial if you disable this field, the system does not open voice single step transfer transfers the active call to another agent in a single step enter the phone number and then click single step transfer single step conference creates a conference call with the customer and another agent in a single step enter the phone number and then click single step conference transfer call allows you to first talk to another agent and then transfer the call to another agent enter the phone number and click dial the system puts the original call on hold while the agents talk to pass the call to the other agent, click transfer call conference creates a conference call with the customer and another agent enter the phone number and click dial the system puts the original call on hold while the agents talk to add the other agent to the conference call, click conference hangup call ends the call ipcm settings assigns you to a different extension the extension you enter must be registered with voice your browser reloads and the system associates the new extension with your login the new extension is active until you switch back to the original one