Introduction 

Comm100 Live Chat is a digital customer service platform that allows you to serve your customers in real-time and improve agent efficiency. Deltapath offers voice cloud services to revolutionize the way organizations communicate through innovative technologies. Comm100's Live Chat integration with Deltapath allows you to provide call support to your visitors from your Agent Console.  

Follow the step-by-step instructions to see how you can easily integrate Comm100 with Deltapath. 

Step by Step Instructions 

A Comm100 administrator or agent with the correct permissions must also have the Deltapath administrator Login ID and Password to manage the Deltapath integration with Comm100 Live Chat. After purchasing the voice service from their cloud, you can receive these details from the Deltapath support team. 

As a Comm100 administrator or agent, follow these steps:

1. Log in to your Comm100 Control Panel. 
2. From the left navigation menu, click Apps & Integrations > Deltapath. 
3. Click Settings.
   
   On the Deltapath Integration page, you can create multiple Deltapath accounts, where each Deltapath server has different users with one or more devices. One Comm100 user is mapped with one Deltapath user only. Multiple Deltapath server support and adds the capability to integrate with one or more Deltapath servers, which can be located at one or more locations.
   
   
4. To create a new server account, click Add Deltapath Account.
   The Add Deltapath Account drawer appears.
5. Provide the server’s name and description.
6. Click Next.
   
   The Connect to the Deltapath Server page appears.
7. Provide the following details to connect to the Deltapath server:
   • Server IP / Domain Name: The URL of your Deltapath server. It can contain a string of up to 256 characters. 
   • Server Port: The port of your Deltapath server. It can contain a string of up to 16 characters. 
   • User Extension: The administrator login ID of your Deltapath account. It can contain a string of up to 256 characters. 
   • Password: The administrator login Password of your Deltapath account. It can contain a string of up to 256 characters.
     
8. Click Save. 
9. Once you are connected to the Deltapath server, you can do the following: 
   • Map the Comm100 agents with Deltapath agents. Click the Manage Agent Mapping link to open the Agent Mapping page.
     
   • Set agent call and chat status.
10. Click Save.  

Access Deltapath from Agent Console

Once the Integration is successful, you can access Deltapath from within the Agent Console and call a visitor.

To access Deltapath and call a visitor, follow these steps:

1. Log in to Comm100 Agent Console. 
2. From the top navigation bar, click the Dialer icon
   
   The Dialpad screen appears. 
3. Use the Dialpad screen to select the default device from the available logged-in devices for receiving calls.
4. Click Done.
   Note: You can also save your device settings for future calls by selecting the Remember my choice check box.
   
   
   The selected device name appears on the Dialpad.
5. Dial the extension number to initiate the call.
   
   In case during the call, you are dropped out from one device, you can still resume the call with a visitor by choosing another device from the screen. The call is routed to another device automatically. On the visitor side, the call continues seamlessly without any interruption.
   Once the call goes through, and the visitor picks up, you have the choice to pause and resume the call.
   
   While during the call, in case a force log out happens on your account for any given reason, then you see the You Have Been Logged Out screen on Agent Console. You need to log in again to resume the call.
   
   

Map Agents 

The Comm100 administrator or agents having the valid permissions will need to map the Comm100 agent with the Deltapath agent so that the mapped agent can access Deltapath from within the Comm100 Agent Console. 

To map the Deltapath agent, follow these steps: 

1. Log in to your Comm100 Control Panel. 
2. From the left navigation menu, go to Apps & Integrations > Deltapath > Settings. 
3. On the Deltapath Integration page, click the Manage Agent Mapping link. The Agent Mapping drawer appears. 
4. On the Agent Mapping drawer, click the Pencil icon of a Comm100 agent you want to map.
5. On the Edit Agent Mapping drawer, select a Deltapath agent from the list and click OK.
6. The mapped agent now appears in the Agent Mapping list.

• Note: You can only map one Comm100 Agent to one Deltapath Agent at a time.  

Unmap Agents 

If required, the Comm100 administrator can also unmap the agents from the Comm100 Control Panel. 

To unmap the agents, follow these steps: 

1. Log in to your Comm100 Control Panel. 
2. From the left navigation menu, go to Apps & Integrations > Deltapath > Settings. 
3. On the Deltapath Integration page, click the Manage Agent Mapping link. 
4. From the Deltapath User Mapping list, click the broken link icon against the mapped agents you want to unmap.
5. Click Unmap to confirm the unmapping. The agent will return to a No Mapping state and will not be able to access Deltapath within the Comm100 Agent Console.
   

Agent Status Management 

Comm100 administrator can also set the auto-switching of call or chat, or both status from the Comm100’s Deltapath Integration page. 

Besides, the administrator can:

• Automatically switch call status when agent starts answering chat: On selecting the Automatically switch call status when agent starts answering chat check box, the call status of an agent is automatically switched when they start answering a chat. You can set the agent call status to Pause, Unpause, or Logout. 
• Block incoming chat when agent starts answering call: On selecting the Block incoming chat when agent starts answering call check box, the chat status of an agent is automatically switched when they start answering a call. It will switch to the previous status automatically after the agent finishes the call. The administrator can set the agent chat status to Away.
  

Access Restrictions and Broken Links 

Only mapped agents can have access to use Deltapath within Agent Console. 

The agent access will be restricted in the following scenarios: 

• If a Comm100 agent tries to access Deltapath within the Agent Console, however, the agent is not mapped with a Deltapath agent: The agent will not be able to access Deltapath and will not see the Dialer icon in Agent Console.
• If a mapped Comm100 agent is unmapped from the Comm100’s Agent Mapping list: The agent will not be able to access Deltapath and will not see the Dialer icon in Agent Console.  
• If a mapped Comm100 agent is removed from the Comm100 account: The agent is removed from the Comm100’s Agent list. If a Comm100 agent tries to access Deltapath from Agent Console, the agent will not be able to log in to Comm100 Agent Console.   
• If a Deltapath agent is removed from Deltapath: The Deltapath agent will display as (Removed) on the Comm100’s Agent Mapping list, with a broken mapping status indicated in Orange. 

Disconnect Comm100 with Deltapath Server 

A Comm100 administrator or agent with the correct permissions can disconnect Comm100 with the Deltapath server in case the connection setting needs to be changed. For example, the Server Port. 

On the Deltapath Integration page, you need to click the broken link icon beside the Connected status and confirm the disconnection by clicking Disconnect.

Once Comm100 is disconnected from the Deltapath server, you can make changes to these settings and click Save to reconnect to the server.

Deltapath Server Connection Error  

There could be a case where the Comm100 administrator may get an Error connecting to the Deltapath server message. This happens when the Comm100 connection with the Deltapath server is broken abruptly. To reconnect to the server, click Try Again.