Introduction

Busy lights indicate the status of employees or agents using a lamp. Unlike conventional solutions where the busy light is integrated into the headset, the Contact Center busy light is purely wireless.

The solution is based on the Philips Hue smart home platform, which uses the Zigbee wireless standard for communication. As a result, no software installation is required on the workstation. Another advantage is the repeater functionality of each individual lamp, allowing large areas to be covered even in larger offices with only a few components.

Components

A Philips Hue Bridge is required as the base component. In addition, any color-capable Philips Hue lamp can be used.

The lamps are only registered in the Philips Hue app. The individual setup steps are described below.

Installation

Installation 3iMedia Contact Center

To enable integration, the 3iMedia Contact Center (3iMedia Call Queue Controller) must be configured. After installation, the bridge must be registered as a device.

Bridge registration

On the Devices tab, a Philips Hue Bridge can be added using the plus icon.

In the following dialog, the name or IP address of the bridge must be entered. The Register button registers the bridge.

After successful registration, the bridge is displayed in the device list. The reachability status of the bridge is indicated by a green bar.

Lights registration

The lights are registered using the Philips Hue app. An Android or iOS device is required for this. The lights can be registered easily within the app.

Lights assignment

For assigning the lights, the Philips Hue app is also required.

Users

To assign a light to a user, the light must be named in the Philips Hue app according to the user name in Swyx. Once the assignment is completed, the light will react to changes in the user’s status.

When using plug-ins, such as Microsoft Teams, the user name must be extended with the plug-in ID.

Queues

Lights can also be assigned to queues. To do so, the light simply needs to have the same name as the queue. The light color is then determined by the color marker of the call that has been waiting the longest in the queue.

Status

The following status colors are displayed on the busy light.

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