InContact Mode

KPN ÉÉN can also be used in InContact mode.

This mode is designed so that KPN ÉÉN works co-operatively with InContact. This means that certain features such as Presence, Call settings and Call History are removed from KPN ÉÉN as these are also available from InContact Communicator. It is also designed to work exclusively through the API available, with InContact Communicator eliminating the need for KPN ÉÉN to make any direct connection to the Broadworks XSP platform*.

*In some instance an XSi/OCI call may be made when KPN ÉÉN starts to check a user is licensed to use KPN ÉÉN.

InContact mode will also supress the pop-up window normally shown by InContact and instead, just the normal KPN ÉÉN Preview window will be shown. Integration and call control options will be available from the Preview window as normal, except the range of call control options will be limited.

Feature Comparison

KPN ÉÉN Feature	Normal Mode	InContact Mode
Phone window	Yes	Yes
Presence	Yes	No
Call Settings	Yes	Yes
Address Book	Yes	No
Call History	Yes	No
Recent	Yes	Yes
Features	Yes	No
CommPilot Express	Yes	No
BroadWorks Directory Searching	Yes	No
Preview window	Yes	Yes
Call Control	Full	Answer,Hangup,Hold
Dialing options	All	All
CRM integration features	All	All
XSI connection required	Yes	No

InContact mode relies on the required API being available from InContact Communicator. This is enabled by certain custom tags being configured against the user's BroadWorks user profile. Contact your BroadWorks system administrator for more details.