Configuring third-party extensions

Prerequisites

• You have created the extension. For more information, see the Examples section in Communication Panel Third-Party Extension Messaging API.

• You need rights to create or modify third-party extensions and view queues, users, and user groups

1. On the System Configurator main screen, choose Queue Management > Third-Party Extensions.

2. Choose Add New.

   A screen area with relevant assignment blocks appears.

3. In the Basics block, enter the following information.

   Field	Description
   Name	Enter a name for the extension. The name is only shown in System Configurator.
   Description	This field is optional but you can enter a free-form description for the extension.
   Title	Enter a title for the extension. The title is shown in Communication Panel.
   Icon	Enter the icon name: Go to SAPUI5 Icons. Search for the icon and then choose it. Copy the name to the Icon field.
   URL	Enter the location of the third-party extension.
   Ordinal	Define the listing order of the extensions. The range is from 1 - 100, 1 being at the top of the third-party listed extension in the Communication Panel extension area. If you enter 0 or leave the field empty, the extension will be shown at top of the third-party listed extension in the CP extension area. If you use the same ordinal number for different extensions shown in the same views, CP will show them in alphabetical order.
   Extension placement in Communication Panel:	Hidden Select this option if the extension is not to be seen in the Communication Panel UI. This setting is typically used for automated background processes that do not require any agent interaction while handling incoming conversations. Global (Built-in) Selecting this option makes the extension built-in. These extensions are always hidden, start automatically at user login and remain active throughout the session. They are for more complex client-side integrations where an automated background process is required. Different views: Select the views where the extension area is accessible for the agents.

   The following table explains how the Conversations view behaves with different configurations.

   Conversations view defined	Any other views defined	Queue defined	Third-party extension behavior
   No	No	N/A	Extension isn't shown in any view.
   No	Yes	N/A	Extension is always shown in defined views.
   Yes	Yes	N/A	Extension is always shown in defined views.
   Yes	No	Yes	Extension is shown when conversation arrives to defined queue(s) or when a defined queue is used for an outgoing conversation.
   Yes	No	No	Extension is shown in empty conversation view and only for direct incoming and outgoing calls.

4. Add the queues for which you want the extension to be used.

5. For agents to be able to see the extension on the Communication Panel user interface, add View rights to user groups, roles or users.

6. Save the extension.

For more information about creating these extensions, see the Examples section in Communication Panel Third-Party Extension Messaging API.