How to Configure Tenacity ipTTY

This tutorial describes how to configure the Tenacity ipTTY application for use with Bright Pattern Contact Center. Before agents can make and receive TTY/TDD calls, an administrator must create a hardphone extension, assign it to a user, and configure the Tenacity ipTTY application. Agents must then select the assigned hardphone as their active phone device in Agent Desktop.

	Each agent uses a single Tenacity ipTTY application associated with their assigned hardphone extension. The procedures in this tutorial configure one Tenacity ipTTY application for one Bright Pattern user.

For information about making and receiving TTY/TDD calls after configuration is complete, see How to Make and Answer TTY/TDD Calls.

Create a Hardphone Extension

First, create a hardphone extension that will be used by the Tenacity ipTTY application.

1. Open Directory > Hardphones.
2. Click the Plus button (add hardphone) at the bottom of the page.
3. Enter the desired extension number.
4. (Optional) Specify a caller ID.
5. Open the Authentication tab.
6. Configure the authentication username and password.
7. Click Apply.

Create a hardphone extension

Note: The extension number, authentication username, password, registrar, and SIP port will be needed when configuring the Tenacity ipTTY application.

Assign the Hardphone to a User

Assign the hardphone extension to the user who will handle TTY/TDD calls.

1. Open Users & Teams > Users.
2. Select the desired user.
3. Open the Contacts tab.
4. In Default hardphone number, enter the hardphone extension created previously.
5. Click Apply.

Assign the hardphone to a user

Select the Active Phone Device

Before handling TTY/TDD interactions, the user must select the assigned hardphone as the active phone device in Agent Desktop.

1. Have the user log in to Agent Desktop.
2. Open Settings and select Phone Device.
3. Set the default phone device to the assigned hardphone extension.
4. Save the changes.

Set the user's default phone device to their assigned hardphone

If using Agent Desktop 2.0, click on the user's profile icon, select Settings, Phone Device

Important: If another phone device is selected as the user's active phone, incoming TTY/TDD calls will be delivered to that device instead of Tenacity ipTTY.

Configure the Tenacity ipTTY Application

After the hardphone has been created and assigned, configure the Tenacity ipTTY application.

1. Ensure that Tenacity ipTTY is installed on the computer that will be used to handle TTY/TDD calls.
2. Open Settings.
3. On the SIP tab, configure the following settings:
   • SIP Extension - The hardphone extension number
   • Outbound Proxy - If required by your Bright Pattern deployment
   • Authentication User - The authentication username configured for the hardphone
   • Password - The authentication password configured for the hardphone
   • Registrar - The SIP registrar provided for your Bright Pattern deployment
   • SIP Port - The SIP port used by your contact center
   • Local IP Bind Address - The local IPv4 address of the computer running Tenacity ipTTY
4. Click Apply.

Configure SIP settings

	In production environments, the SIP registrar and other SIP connection settings may differ from your Bright Pattern tenant URL or development environment. If you are unsure which values to use, contact your Bright Pattern service provider or system administrator.

Verify Registration

After the configuration is complete:

1. Start the Tenacity ipTTY application.
2. Verify that the status changes to Logged In.
3. Place a test call to another TTY/TDD device or have another TTY/TDD device place a call to the configured extension.

Verify that the status shows "logged in" after configuration

Troubleshooting

If Tenacity ipTTY does not register or receive calls:

• Verify that the hardphone assigned to the user matches the extension configured in the Tenacity ipTTY application.
• Verify that the assigned hardphone is selected as the active phone device in Agent Desktop.
• Verify that the Local IP Bind Address matches the computer's active IPv4 address.
• Confirm that the Tenacity ipTTY application displays Logged In before attempting to place or receive calls.< Previous | Next >