Xencall Support

Configuring TPV Hotkeys

Want to customize your TPV Hotkeys, or connect them to a TPV provider? Learn how below.



Configuring TPV Hotkeys


Using Configuration Options, you can set up your TPV Hotkeys to connect your Agents to a specific TPV provider.


To view Configuration Options, first navigate to TPV Hotkeys. Next, create or edit a Hotkey to view the following:


Note: Click the Save Changes button to save any changes made to these Configuration Options when you're finished.




Display Settings


Using Display Settings, you can adjust the appearance and display of your TPV Hotkey.



TPV Name


The TPV Name is displayed on the Hotkey, and is also used for the Caller ID in the TPV segment of the three-way call.




Button Colors


Using the Color Picker tools (1), you can set the Background and Text Colors for your Hotkeys. Review the colors in the Sample buttons area (2).




Hide Hotkey


If you're no longer using a Hotkey, check the Hide Hotkey checkbox to remove it from the Dial Pad.




Campaign Locking


By default, Hotkeys are available for all Campaigns. When you select a Campaign in the Campaign drop-down, the Hotkey will be restricted to the selected Campaign. When viewing a Lead in that Campaign, only Hotkeys assigned to that Campaign will be displayed.




Basic Connection Settings


Using these Settings, you can manually connect the Hotkey to an external number and determine how Caller ID and DTMF are configured.




Extension


Xencall will automatically assign an internal extension to new TPV Hotkeys in the Extension field.


Note: An extension is required, but can be changed if needed. If you chance the extension, ensure the one you select is not already in use by a User or Hotkey.




External Number


Enter the external (10 digit) phone number that will be dialed when the Hotkey is used in the External number field.




Transmit Caller ID


Use the Transmit Caller ID drop-down menu to specify what Caller ID information will be sent to the TPV Provider.


Available options:

  • Use my Caller ID - Your Xencall Caller ID Name will be displayed.
  • User Customer's Caller ID - The Caller ID of the Lead will be displayed.




DTMF Settings


The DTMF Settings enable you to control DTMF (touch tone) sounds on your TPV call.




Greedy DTMF


Select an option in the Greedy DTMF drop-down menu to determine if the Lead can enter or hear touch tones.


Available options:

  • Enabled - The Lead cannot send touch tones to the TPV or hear touch tones sent by the Agent.
  • Disabled - The Lead can send touch tones to the TPV and hear touch tones sent by the Agent.


Note: We recommend leaving this setting on "Enabled" if the Agent will enter all touch tones during the call.




DTMF Echo


Select an option in the DTMF Echo drop-down menu to determine who can hear touch tones entered by the Agent.


Available options:

  • Enabled - Touch tones entered by the Agent will be played for all parties.
  • Disabled - Touch tones entered by the Agent will only be heard by the TPV party.


Note: We recommend leaving this setting on "Disabled" as this will improve the speed of the call and avoid disrupting the conversation with touch tone sounds.




Direct Connection Settings


Using these Settings, you can connect directly to a TPV Provider. Select the provider in the TPV Provider drop-down menu and complete the configuration using the settings in the following sections:

  • Disabled (1) - No direct connection.
  • Custom (2) - Configure a direct connection to a custom provider.
  • VoiceLog (3) - Configure a direct connection to VoiceLog.
  • Trusted TPV (4) - Configure a direct connection to Trusted TPV.


Note: Use caution when adjusting existing Direct Connection Settings, as entering incorrect information will break the connection with the TPV Provider. If you're not sure, contact Technical Support for assistance.




Direct Connection to a Custom TPV Provider


Use these fields to connect the TPV Hotkey to a custom TPV provider. Your TPV provider should provide this information.



SIP Domain


The SIP Domain provided (e.g. "domain.com").




SIP Port


The SIP Port provided. Use the default port number (5060) if a port was not provided.




SIP Extension / DNIS


This is usually a 10 digit external number, sometimes preceded by a 1.



Direct Connection Timeout


Select a timeout interval from the Direct connection timeout drop-down menu. If the direct connection is not answered by the TPV provider during this interval, Xencall will dial them using the external number instead.




Direct Connection to Voicelog


After choosing Voicelog from the TPV Provider drop-down menu, select a timeout interval from the Direct connection timeout drop-down menu. If the direct connection is not answered by the TPV provider during this interval, Xencall will dial them using the external number instead.




Direct Connection to Trusted TPV


After choosing Trusted TPV from the TPV Provider drop-down menu, select a timeout interval from the Direct connection timeout drop-down menu. If the direct connection is not answered by the TPV provider during this interval, Xencall will dial them using the external number instead.





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