Using Avaya CRM Connector 2.0 for POM

Transcription

1 Using Avaya CRM Connector 2.0 for POM Release Issue 1 January 2018

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original Published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: or such successor site as designated by Avaya. Please note that if you acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to you by said Avaya Channel Partner and not by Avaya. HostedService THE FOLLOWING APPLIES IF YOU PURCHASE A HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, LICENSEINFO UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. YOUR USE OF THE HOSTED SERVICE SHALL BE LIMITED BY THE NUMBER AND TYPE OF LICENSES PURCHASED UNDER YOUR CONTRACT FOR THE HOSTED SERVICE, PROVIDED, HOWEVER, THAT FOR CERTAIN HOSTED SERVICES IF APPLICABLE, YOU MAY HAVE THE OPPORTUNITY TO USE FLEX LICENSES, WHICH WILL BE INVOICED ACCORDING TO ACTUAL USAGE ABOVE THE CONTRACT LICENSE LEVEL. CONTACT AVAYA OR AVAYA S CHANNEL PARTNER FOR MORE INFORMATION ABOUT THE LICENSES FOR THE APPLICABLE HOSTED SERVICE, THE AVAILABILITY OF ANY FLEX LICENSES (IF APPLICABLE), PRICING AND BILLING INFORMATION, AND OTHER IMPORTANT INFORMATION REGARDING THE HOSTED SERVICE. Using Avaya CRM Connector 2.0 for Call Center Elite December

3 Support Tools: AVAYA SUPPORT TOOLS MEAN THOSE SUPPORT TOOLS PROVIDED TO PARTNERS OR CUSTOMERS IN CONNECTION WITH MAINTENANCE SUPPORT OF AVAYA EQUYIPMENT (E.G., SAL, SLA MON, AVAYA DIAGNOISTIC SERVER, ETC.) AVAYA SUPPORT TOOLS ARE INTENDED TO BE USED FOR LAWFUL DIAGNOSTIC AND NETWORK INTEGRITY PURPOSES ONLY. The customer is responsible for understanding and complying with applicable legal requirements with regard to its network. The Tools may contain diagnostic capabilities that allow Avaya, authorized Avaya partners, and authorized customer administrators to capture packets, run diagnostics, capture key strokes and information from endpoints including contact lists, and remotely control and monitor end-user devices. The customer is responsible for enabling these diagnostic capabilities, for ensuring users are aware of activities or potential activities and for compliance with any legal requirements with respect to use of the Tools and diagnostic capabilities on its network, including, without limitation, compliance with laws regarding notifications regarding capture of personal data and call recording. Licenses THE SOFTWARE LICENSE TERMS OR SUPPORT TOOLS LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE, OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software and Support Tools, for which the scope of the license is detailed below Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. License type(s) Designated System(s) License (DS). End User may install and use each copy or an Instance of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, Instance, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at under the link 3 Using Avaya CRM Connector 2.0 for POM December 2017

4 Heritage Nortel Products, or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or (in the event the applicable Documentation permits installation on non-avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Support Tools: Avaya Support Tools are provided as an entitlement of Avaya Support Coverage (e.g., maintenance) and the entitlements are established by Avaya. The scope of the license for each Tool is described in its License terms and/or the applicable service description document. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at: or such successor site as designated by Avaya. You agree to the Third Party Terms for any such Third Party Components. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Note to Service Provider The Product or Hosted Service may use Third Party Components subject to Third Party Terms that do not allow hosting and require a Service Provider to be independently licensed for such purpose. It is your responsibility to obtain such licensing. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which Using Avaya CRM Connector 2.0 for Call Center Elite December

5 may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. All non-avaya trademarks are the property of their respective owners, and Linux is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for Product or Hosted Service notices and articles, or to report a problem with your Avaya Product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. 5 Using Avaya CRM Connector 2.0 for POM December 2017

6 Table of Contents Chapter 1: Introduction... 8 Purpose... 8 Prerequisites... 8 Avaya CRM Connector 2.0 overview... 8 Chapter 2: Agent control Navigating to the softphone application in Salesforce.com Lightning Experience mode Salesforce Classic mode Logging into the softphone application Supported languages About Agent states Changing the agent state to Available Changing the agent state to Not Ready or Auxiliary Changing the agent state to After Call Work Logging out from the softphone application Chapter 3: Call control Softphone call control and field descriptions About Predictive/Progressive Campaign About Preview Campaign Establishing a nailup call Establishing or rejecting a call with the customer in a preview campaign mode Holding and retrieving a call Initiating a blind transfer call to another party Initiating a consultative transfer or conference call with another party Initiating a blind conference call with another party Dropping an active call Scheduling a callback for a customer Adding a customer to Do Not Call list Saving agent notes Chapter 4: Call Log About call log details Modifying the call log details Viewing the call log reports Using Avaya CRM Connector 2.0 for Call Center Elite December

7 Appendix - I Resources Glossary Using Avaya CRM Connector 2.0 for POM December 2017

8 Chapter 1: Introduction Purpose This document describes how to use Avaya CRM Connector application softphone, which is seamlessly embedded within a CRM dashboard. This document is intended for users who want to make calls, receive calls, and perform other voice operations using Avaya CRM Connector 2.0. Prerequisites Ensure that the Avaya CRM Connector has already been installed and configured. The required CRM users have already been assigned to the Call Center Definition, so that the users can start using the Avaya CRM Connector from within the CRM application. The agent ids and extensions have been registered on the ACD systems. Avaya CRM Connector 2.0 overview Avaya CRM Connector release 2.0 is a voice-only web softphone application designed to work on all types of CRM applications. Using the Avaya CRM Connector 2.0 Softphone, you can perform the following functions: Log into the softphone with your ACD credentials. Log into the softphone using multiple modes o o o ACD-only Outreach-only Blended Predictive/Progressive Campaign Preview Campaign Initiate a nailup call Establish or reject a call with the customer Change the agent states along with a reason code Release a call Hold an active call Retrieve a held call Initiate a blind transfer call to another party Using Avaya CRM Connector 2.0 for Call Center Elite December

9 Initiate a blind conference call with another party Initiate a consultative transfer or conference call with another party Hang up an active call/ Drop a call Schedule a callback for a customer Add a customer to Do Not Call list Save agent notes Save call logs View the call log reports Logging out of the softphone 9 Using Avaya CRM Connector 2.0 for POM December 2017

10 Chapter 2: Agent control Navigating to the softphone application in Salesforce.com Lightning Experience mode Procedure 1. Log in to the SalesForce.com web application. The system displays the Salesforce.com dashboard. 2. To change the mode, click the <logged in user account name> drop-down list, and click Switch to Lightning Experience as shown in the following sample screenshot. The system displays the Salesforce.com dashboard in Lightning Experience mode. Figure 1: Sample screenshot - Switch to Lightning Experience 3. Navigate to the bottom left of the page and click the Avaya CRM Connector button as shown in the following screenshot. The system displays the Avaya CRM Connector softphone application. Using Avaya CRM Connector 2.0 for Call Center Elite December

11 Salesforce Classic mode Procedure Figure 2: Softphone in Lightning Experience 1. Log in to the SalesForce.com web application. The system displays the Salesforce.com dashboard. 2. To change the mode, click the <logged in user account name> drop-down list, and click Switch to Salesforce Classic as shown in the following sample screenshot. 11 Using Avaya CRM Connector 2.0 for POM December 2017

12 Figure 3: Switch to Salesforce Classic 3. The system displays the Salesforce.com dashboard in Salesforce Classic mode with the softphone application as a panel in the left side of the page as shown in the following screenshot. Figure 4: Softphone application in Salesforce Classic mode Logging into the softphone application About this task The following procedure provides details for logging into Avaya CRM Connector. Using Avaya CRM Connector 2.0 for Call Center Elite December

13 If you have already logged in earlier and the login credentials are stored, and if the automatic login is enabled, the agent is logged in automatically. If only extension is stored, then only the station is automatically logged in. Before you begin Ensure that you are logged in to your ACD system with the same login credentials as you are going to use for Avaya CRM Connector. Also, ensure that the extension details are registered properly. Procedure 1. Login in to the CRM application, such as SalesForce.com using the appropriate URL and credentials. The system displays the CRM dashboard. 2. Expand or navigate to the CRM Connector login form on the dashboard as shown in the following figure. Note: These labels can be changed by the administrators in the configuration. Figure 5: Login form 3. In the Extension ( ) field on the softphone login form, type the extension registered on ACD. This value is always required. The value used must be of a station that exists and is in service in Avaya Aura Communication Manager. 4. In the Agent ID ( ) field, type the agent registered on ACD. If this field is left empty, the user will be logged in and able to control their station, but will have no ACD controls. 13 Using Avaya CRM Connector 2.0 for POM December 2017

14 5. In the Password ( ) field, type the password for the registered agent id. This field can be left empty if the Agent ID is not provided, or if the Agent ID does not use a password. If the Agent ID does not use a password, this prompt can be removed from the login form through configuration. 6. In the MODE field, select any one option from the following list: a. ACD-Only: Select this option to use the Inbound call mode. b. Outreach-Only: Select this option to use the Outbound call mode. c. Blended: Select this option to use the blended mode for both Inbound and Outbound call modes. Note: 7. Click Login. Selecting the Outreach-Only or Blended mode activates the ZONE field. You must select the required zone from the available list. 8. Once the agent and extension is logged in successfully, the CRM dashboard displays the softphone with the logged in information. If the agent logs in using only an extension, the drop-down list at the top will not be present. Note: Figure 6: Logged in agent Avaya CRM Connector provides multi tab support which allows agents to use multiple browser tabs. The Avaya CRM Connector softphone widget behavior will remain same across all the tabs for the logged in agent. To view reports for ACD or Outreach calls, you need to click the respective tab and click the view report button. Supported languages The Avaya CRM Connectors softphone user interface can be viewed in the following languages: Chinese Korean Using Avaya CRM Connector 2.0 for Call Center Elite December

15 Note: English French Spanish Italian Russian Japanese German Thai Dutch Brazilian Portuguese If you want to change the language of your softphone user interface, you must contact your Avaya CRM Connector s administrator. About Agent states At the top of the Avaya CRM Connector softphone, there is a drop-down list that shows the user s current agent state and allows the user to choose a new agent state. The possible options are: Available, Auxiliary (AUX), After Call Work (ACW), and Logout. These states are configurable in the Label Options section of the configuration. If these labels are not configured, the system displays the defaults labels. The Logout option is hidden from the agent if the agent state is Available in the Outreach tab. User has to change the state to Auxiliary and only then the Logout option is displayed. The others options - After Call Work and Auxiliary, can be suppressed or added depending on how your administrator has configured the Call Center Definition settings. If the user is logged in without providing an Agent ID, the current state shown will be empty, and the only option available will be Logout. In this case, none of the following options shown in this section apply, other than using Logout to log out of the softphone. Changing the agent state to Available About this task The agent state is set to Available state either automatically or manually based on the configuration settings set by the administrator. If the Available state is the selected item, it indicates that the agent is ready to take ACD calls. In an Auxiliary or After Call Work state, an agent cannot take an ACD call. The agent can still receive a non-acd or a direct call. Before your begin 15 Using Avaya CRM Connector 2.0 for POM December 2017

16 Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone, and click the agent state drop-down list. 2. From the list, click Available (Ready). Figure 7: Agent state drop-down list The agent is now ready for all types of calls including ACD calls. Figure 8: Available state Changing the agent state to Not Ready or Auxiliary About this task You can change the agent state to Not Ready or Auxiliary (AUX) only if you are allowed by your administrator. Using Avaya CRM Connector 2.0 for Call Center Elite December

17 The Not Ready state represents that the agent is doing some other unrelated task that requires the agent to not receive ACD calls. In this state, only direct call is received by an agent. Based on your settings, an agent may also be forced to select a reason code that signifies the exact reason for being not ready for a call. When a reason code is selected, the display of the Not Ready state will be updated to show the newly selected reason. An agent can also select another Not Ready reason code while in Not Ready in order to change from one Not Ready reason code to another Not Ready reason code without ever leaving the Not Ready state. An agent state is automatically changed to Pending AUX/ACW if the agent is in a call and tries to change the state to Not Ready /ACW. Before you begin Ensure that you are logged into Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone and click the agent state drop-down list. Figure 9: List of Agent states 2. In the drop-down list, click Not Ready. 17 Using Avaya CRM Connector 2.0 for POM December 2017

18 Figure 10: Not Ready State 3. If prompted to select a reason code, click the reason code which reflects your current status. The agent state drop-down list displays the selected Auxiliary reason code. 4. If there is an active call going on and the agent selects Auxiliary, the agent state is changed to Pending Auxiliary Work and cannot be changed to Available state. Also, an agent state is automatically changed to Pending AUX/ACW if the agent is in a call and tries to change the state to AUX/ACW. 5. In the situation mentioned in step 4, when the call is dropped, the agent state is changed to Auxiliary with the reason code selected during the call. Changing the agent state to After Call Work About this task You can change an agent s state to After Call Work (ACW) only if you are allowed by the administrator. In an After Call Work state, agents will not receive any ACD calls. The agents will though receive the direct calls on their extension or ID. Before your begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone and click the agent state drop-down list. Using Avaya CRM Connector 2.0 for Call Center Elite December

19 Figure 11: List of Agent states 2. In the drop-down list, click After Call Work. Figure 12: After Call Work state 3. If there is an active call going on and the agent selects After Call Work, the agent state is changed to Pending After Call Work and cannot be changed to Available state. 4. In the situation mentioned in step 3, when the call is dropped, the agent state is changed to After Call Work. Logging out from the softphone application About this task Agent will not be able to logout if there is currently an active call present or if the agent is in an available state. If the user is logged into the ACD, the agent will be logged out of the ACD, and will exit the softphone on Logout. Closing the browser application will not end an active session or a call, nor will it log the agent out of the ACD. If you log back in to the CRM Connector in a new browser, you will have to log back into the softphone. Before your begin 19 Using Avaya CRM Connector 2.0 for POM December 2017

20 Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone and click the agent state drop-down list. 2. Click Logout. Figure 13: Agent state drop-down list Using Avaya CRM Connector 2.0 for Call Center Elite December

21 Figure 14: Logout reason codes 3. If prompted to select a reason code, click the reason code which reflects your action. The system displays the confirmation dialog box. 21 Using Avaya CRM Connector 2.0 for POM December 2017

22 4. Click Yes. Figure 15: Logout confirmation dialog The agent is logged out of the softphone application as shown in the following screenshot. Using Avaya CRM Connector 2.0 for Call Center Elite December

23 Figure 16: Agent logged out screen 23 Using Avaya CRM Connector 2.0 for POM December 2017

24 Chapter 3: Call control Softphone call control and field descriptions Field /Control / Icon Name Description Initiate Nailup Call Incoming Nailup Call A control to allow a nail up call to arrive at the agent s station. An icon to identify an incoming nailup call. Type a Phone Number Make Call Accept Call Drop Call Hold Call Blind Transfer Blind Conference Consult call Dial pad Inbound call Outbound call Internal call A field to type a contact number for making a call. A control to dial the number added in the Type a Phone Number field. A control to accept an incoming call A control to end an active call. A control to keep an active call on hold. A control to transfer a call to another party without consultation. A control to start a conference call with another party without consultation. A control to initiate a consult call with another party. A control to send DTMF digits during an active call. An icon to identify an inbound call. An icon to identify an outbound call. An icon to identify an internal inbound call within a call center. Using Avaya CRM Connector 2.0 for Call Center Elite December

25 Field /Control / Icon Name Description Ready state Aux state ACW state Logout A control to change the agent state to Available state. A control to change the agent state to Auxiliary (AUX) or Pending Auxiliary state. A control to change the agent state to After Call Work (ACW) or Pending ACW state. A control to logout of the station. Callback Retrieve a call A control to schedule a callback for a specific customer. A control to retrieve an active call. Complete Transfer Complete Conference Call Reports Redial Click-to-Dial / Click-to- Consult Directory Call History Do Not Call A control to complete or convert a consultation call into a transfer call. A control to complete or convert a consultation call into a conference call. A control to view the call log reports A control to redial the last dialed number. A control to click and dial or consult the given number based on the agent status and configuration settings. If there is no active call and the agent status is idle, then this link works as Click-to-Dial. If the agent is busy with an active call, this link works as Click-to-Consult. This option is enabled from Call Center Definition > Click-to-Consult Enabled?(Y/N). A control to search a directory entry based on name, number, and description of the entries in a directory. A user can also sort the search result by either name or number in the search result. A control to view the call history of the last three calls. A control to add a customer in the do not call 25 Using Avaya CRM Connector 2.0 for POM December 2017

26 Field /Control / Icon Name Description list. About Predictive/Progressive Campaign In a predictive or progressive campaign mode, POM Connector 2.0 softphone application directly connects the customer with the agent. In this mode, the agents do not have the opportunity to accept or reject the call. About Preview Campaign In a preview campaign mode, POM Connector 2.0 softphone application first presents the call information to the agent, and allows the agent to either accept or reject the call. Only when the agent accepts the call, the call is established with the customer. Establishing a nailup call About this task Use this procedure to activate an agent s station for an outbound call. Before you begin Ensure that you have logged on to the station and set the agent status as available or ready. Procedure 1. When you are logged on to the station and set the status as available, click Initiate Nailup Call. The system displays an incoming nailup call. Figure 17: Initiate Nailup Call 2. Click Accept Call ( ) to establish the nailup call. The nailup call is established successfully and the station gets ready for an outbound customer call. Using Avaya CRM Connector 2.0 for Call Center Elite December

27 Figure 18: Nailup call established Establishing or rejecting a call with the customer in a preview campaign mode About this task Use this procedure to connect an agent with the customer. This procedure is not applicable for a predictive or progressive campaign, as in this mode call is connected to the customer automatically. Before your begin Ensure that you are logged in to Avaya CRM Connector softphone and have established a nailup call. Procedure 1. When a new call arrives, the Accept Call ( ) is shown. 27 Using Avaya CRM Connector 2.0 for POM December 2017

28 Figure 19: Incoming call 2. To answer the call, click the Accept Call ( ) control. Once the call is answered, the call is established with a customer. Also, the system removes the Accept Call ( ) control and the rest of the call control buttons are displayed. The call information is displayed in a call card which consists of the customer details, dialed number, and other call log details. The following image depicts an answered outbound call: Figure 20: The outbound customer call 3. To reject the call, click the Drop Call ( ) control. Using Avaya CRM Connector 2.0 for Call Center Elite December

29 The system displays the wrapup timer and wrapup reason code list for rejecting a call as shown in the following screenshot: Figure 21: Wrapup timer and reason code list 4. To end the call, select the wrapup reason code and click Done ( ). Holding and retrieving a call About this task You might need to put an active call on hold to discuss anything with a nearby colleague. Before your begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to put the call on hold. You must have a held call to retrieve the call. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 29 Using Avaya CRM Connector 2.0 for POM December 2017

30 Figure 22: Active call 2. Click Hold ( ). The currently active call is put on hold as shown in the following screen shot. You can retrieve a held call as well as add agent notes in this state. Figure 23: Held call 3. To unhold a call, click Retrieve ( ). The system retrieves the held call as shown in the following screenshot. Using Avaya CRM Connector 2.0 for Call Center Elite December

31 Figure 24: Retrieved or active call Initiating a blind transfer call to another party About this task A blind transfer call activity transfers a call to another party in one step as the call gets transferred to the party without consultation. If the blind transfer operation fails, the original call will be left on hold and will have to be retrieved by the agent. You need to first click Consult ( ) to get the agent details for blind transfer. Before your begin Procedure Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a blind transfer to another party. 1. Navigate to the Avaya CRM Connector softphone active call control box. 31 Using Avaya CRM Connector 2.0 for POM December 2017

32 Figure 25: Active call 2. Click Consult ( ) to select the agent for blind transfer. The system displays the Consult section on call card. Figure 26: Consult controls 3. Expand the Consult section and select the options for the following fields. a. Agent: Select the agent type as Agent or External. Note The list of available destinations consists of: - Agents who are currently logged in and have accepted the nail up call. Using Avaya CRM Connector 2.0 for Call Center Elite December

33 - External stations listed in the Associated Address list for the specific Campaign. This is configured in the Campaign settings in Experience Portal / POM. b. Consult Contact: Select the agent to whom you want to directly transfer the call. This field is populated based on your selection of the agent type. 4. Click Blind Transfer ( ). Figure 27: Consult section The system transfers the current call to the mentioned party as shown in the following screen shot. 33 Using Avaya CRM Connector 2.0 for POM December 2017

34 Figure 28: Call transferred to another agent Initiating a consultative transfer or conference call with another party About this task Initiating a consultation call with another party puts the current call on hold. A consultative call can be completed as transfer, completed as conference, or canceled. A consultative call can also be initiated using the Click-to-Consult capability. To use Click-to-Consult, simply click any link-enabled phone number on your CRM application while currently on a call. Before your begin Procedure Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a consultation call with another party. 1. Navigate to the Avaya CRM Connector softphone active call control box. Using Avaya CRM Connector 2.0 for Call Center Elite December

35 Figure 29: Active call 2. Click Consult ( ) to select the agent for consultative transfer / conference. The system displays the Consult section on call card. Figure 30: Consult controls 3. Expand the Consult section and select the options for the following fields. a. Agent: Select the agent type as Agent or External. Note The list of available destinations consists of: - Agents who are currently logged in and have accepted the nail up call. 35 Using Avaya CRM Connector 2.0 for POM December 2017

36 - External stations listed in the Associated Address list for the specific Campaign. This is configured in the Campaign settings in Experience Portal / POM. b. Consult Contact: Select the agent to whom you want to consult transfer / conference. This field is populated based on your selection of the agent type. 4. Click Create Consult. Figure 31: Consult section The system requests the mentioned party for a consultation call as shown in the following screenshot: Figure 32: Consultation call Using Avaya CRM Connector 2.0 for Call Center Elite December

37 5. When the consulted party accepts the call, the system displays the controls for converting a call into a transfer/conference/end the call as shown in the following screenshot. Figure 33: Consulted call 6. To convert a consultation call into a transfer call, click Complete Transfer ( ). The system transfers the current active call to the consulted party. 7. To convert a consultation call into a conference call, click Complete Conference ( ). The system adds the currently active call and the consulted party to a conference call. 8. To drop the current consultation call, click Drop Call ( ). Initiating a blind conference call with another party About this task Blind conference of a call initiates a conference with another party in one step as the party gets added in the conference without consultation. You can also drop the last party added in a blind conference. The system also displays the agent details that created the conference. If the blind conference operation fails, the original call will be left on hold and will have to be retrieved by the agent. Before your begin 37 Using Avaya CRM Connector 2.0 for POM December 2017

38 Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a blind conference call with another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Figure 34: Active call 2. Click Consult ( ) to select the agent for blind conference. The system displays the Consult section on call card. Figure 35: Consult controls 3. Expand the Consult section and select the options for the following fields. Using Avaya CRM Connector 2.0 for Call Center Elite December

39 a. Agent: Select the agent type as Agent or External. Note The list of available destinations consists of: - Agents who are currently logged in and have accepted the nail up call. - External stations listed in the Associated Address list for the specific Campaign. This is configured in the Campaign settings in Experience Portal / POM. b. Consult Contact: Select the agent to whom you want to add to the conference. This field is populated based on your selection of the agent type. Figure 36: Consult section 4. Click Blind Conference ( ). The system adds the mentioned party to the current call completing the blind conference as shown in the following screenshot 39 Using Avaya CRM Connector 2.0 for POM December 2017

40 Dropping an active call Figure 37: Blind Conference About this task You can end an active call, a consult call, or a conference call using the drop call control. Before your begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to cancel a call. To drop a held call, you must first retrieve the call from hold. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Using Avaya CRM Connector 2.0 for Call Center Elite December

41 2. Click Drop Call ( ). Figure 38: Active call The system displays the wrapup timer and reason code list as shown in the following screen shot. Figure 39: Wrapup details 3. Select the wrapup reason code and click Done ( ) to complete the call. 41 Using Avaya CRM Connector 2.0 for POM December 2017

42 Scheduling a callback for a customer About this task An agent can schedule a callback for a customer based on a customer request. An agent can set the callback type as Agent, Campaign, or Standard. Before your begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to schedule a callback for a customer. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Figure 40: Active call 2. Click Callback ( ) The system displays the Callback section on the call card. Using Avaya CRM Connector 2.0 for Call Center Elite December

43 3. Expand the Callback section. Figure 41: Callback section The system displays the Callback details fields. 43 Using Avaya CRM Connector 2.0 for POM December 2017

44 Figure 42: Callback details 4. Provide details in the following fields: a. Call Time b. Campaign type c. Time zone d. Notes 5. Click Create to complete the callback scheduling. Adding a customer to Do Not Call list About this task An agent can add a customer to Do Not Call list based on a customer request. Before your begin Using Avaya CRM Connector 2.0 for Call Center Elite December

45 Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to add a call on Do Not Call list. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 2. Click Do Not Call ( ). Figure 43: Active call The system adds the current customer on the call in the Do Not Call list. Note If the system initiates a call for a customer who is already in a DNC list, the agent will receive a Restricted DNC alert. Saving agent notes Before your begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to save agent notes. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 45 Using Avaya CRM Connector 2.0 for POM December 2017

46 2. Click Add Notes ( ). Figure 44: Active call The system displays the Agent Notes section. Figure 45: Agent Notes section 3. Click to expand the Agent Notes section Using Avaya CRM Connector 2.0 for Call Center Elite December

47 Figure 46: Agent Notes details 4. Type the required details in the notes field and click Save. The system saves the agent notes for the current call. Note You can save multiple notes for an ongoing call. 47 Using Avaya CRM Connector 2.0 for POM December 2017

48 Chapter 4: Call Log About call log details The Avaya CRM Connector application saves call log details such as call start time, call end time, call duration, Agent ID, contact name reference, account relation, and other additional comments. The availability of the call log options are subject to the CRM server configuration and may or may not be allowed or displayed. Modifying the call log details About this task The Avaya CRM Connector application allows you to modify the call information in the call log form available at the bottom of the softphone. Before your begin Procedure Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to modify the details within a call log entry. 1. Navigate to the Avaya CRM Connector softphone application. 2. Click to expand the Log Details section. Using Avaya CRM Connector 2.0 for Call Center Elite December

49 Figure 47: Log details form 3. Navigate to the Contact/Lead/Person Account directory of your CRM application and select the required name. OR In the Name field, click the drop-down list and select the required name if available. Note that, the drop-down list is empty until the agent selects a Contact/Lead or Personal Account in a previous attempt. 4. In the Related To field, click the drop-list and select the required object that is not a Contact, Lead, or Person Account. 5. To provide details about the customer, in the Customer Description field, type details. 6. From the Customer Type drop-down list, select any one from the following options: New Existing 49 Using Avaya CRM Connector 2.0 for POM December 2017

50 Returning Cancelled Unknown 7. To provide additional information about the customer, in the Additional Customer Info field, type details. 8. To provide additional information about the call, in the Comments field, type details. These details are saved in the current call log report when the call is ended. Viewing the call log reports About this task Avaya CRM Connector application allows you to view the call log reports for all inbound and outbound calls. These reports are CRM server settings dependent and may or may not be available for agents. Before your begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone application on your webpage. 2. Click Call Report ( ). The system will display the call log reports page based on your CRM application. Note: You can also view the call logs by clicking the Call History link. When you click the link, the system displays a window with the list of Numbers. Click any of the Number links to view the respective report on the right side of the page. Using Avaya CRM Connector 2.0 for Call Center Elite December

51 Appendix - I Resources The following table lists the documents related to Avaya CRM Connectors. Download the documents from the Avaya Support website at Title Use this resource to: Audience Avaya Aura Communication Manager Overview and Specification guide Avaya Aura Breeze Platform Overview and Specification Administering Avaya Aura Breeze Avaya Aura Application Enablement Services Overview and Specification Installing and configuring Avaya CRM Connector 2.0 for POM Understand the key features, the functionalities, and the system requirements of the Avaya Aura Communication Manager application and the components. Gain a high-level understanding of the Avaya Breeze features, functions, capacities, and limitations. Refer to the procedures for administering Avaya Breeze and for installing and administering snap-ins running on Avaya Breeze Gain a high-level understanding of the capabilities of Avaya Aura Application Enablement Services, including feature descriptions, interoperability, performance specifications, security, and licensing requirements. Procedure to install and configure Avaya CRM Connector 2.0 snap-ins on Avaya Breeze TM IT Management and support personnel IT Management and support personnel Implementation engineers, field technicians, and support personnel IT Management and support personnel Implementation engineers, field technicians, and support personnel 51 Using Avaya CRM Connector 2.0 for POM December 2017

52 Glossary Softphone Software used to make calls over the Internet by using a computer. A softphone functions like a traditional telephone, but without the dedicated hardware, such as telephone cables and phone sets. Salesforce.com An application that manages customer relationships, integrates with other systems, and allows user to build own applications. SFDC Common acronym to represent Salesforce.com WebDAV Web Distributed Authoring and Versioning. An extension of the Hypertext Transfer Protocol (HTTP) using which clients can perform remote Web content authoring operations. ISAPI Internet Server Application Programming Interface. A programming interface on Internet Information Services (IIS), Microsoft's Web Server. Using ISAPI function calls, the Web pages can invoke programs that are written as Dynamic Link Libraries (DLLs) on the server, to access data in a database. ISAPI is an alternative to using Common Gateway Interface (CGI) scripts on Microsoft Web servers. CGI Common Gateway Interface. Using CGIs, web servers can interface with executable programs installed on a server that generates web pages dynamically. ANI Automatic Number Identification. A display of the calling number so that agents can access information about the caller. DNIS Dialed Number Identification Service. The primary number that is used to deliver the call to the destination. For outbound calls, this is the number the users dial. For inbound calls, this is the number used to deliver the call to the user. For direct calls to the user, it is the user s phone number. For ACD calls, it is typically the first VDN used when the call reaches the Communication Manager. VDN Vector Directory Number. Extension numbers that are used to access vectors, which are scripts used in the Avaya Aura Communication Manager to direct the call. ACD Automatic Call Distribution. This is the logic within the Communication Manager that handles queuing and distributing calls to agents logged into the ACD. AUX Using Avaya CRM Connector 2.0 for Call Center Elite December