erecruit & ShoreTel Integration

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1 erecruit & ShoreTel Integration Updated 3/2017 Content About PCS... 2 Solution Architecture... 3 Click to Dial... 4 Screen Pop User Validation and Mapping... 7 erecruit Phone Logging... 8 Multi-eRecruit Instance Management... 9 Learn more about maximizing your ShoreTel phone system 150 Main Street, Wadsworth, OH P:

2 About PCS Business technology is our passion! Since 1996 Palitto Consulting Services (PCS) has been providing expert LAN/WAN, integration and custom software development services to the small and mid-sized business community. Our focus is integrating business systems to enable efficient business processes! Our team of experts is able to assist clients when determining which technology to purchase, how to use it, and how to optimize the technology for their unique business needs. At PCS we do not have a one size fits all approach; we strive to provide customers with a custom solution tailored to best fit their unique business needs. PCS began working with the ShoreTel platform in 2002; we have over 50,000 hours of development time PCS team is ShoreTel Certified in both Installation and Support of Cloud, Premise, Contact Center, Mobility and Summit Practices All of our team members reside in Ohio Our project history ranges from one location to large deployments with multiple locations that span several states or countries PCS Strives to be a World Class ShoreTel Partner! 2

3 Solution Architecture Solution that integrates the ShoreTel Telephony system with erecruit to deliver screen pop, click to dial and call activity reporting functionalities. The following is a diagram of interconnectivity and communication flows between erecruit and ShoreTel Telephony. erecruit User Interface erecruit CTI Module Secure API Communication PCS CTI Integration App Secure Channel Client Network ShoreTel HQ Inbound Call Flow Screen Pop Outbound Click to Dial Calls Phone Call Activity Logging 3

4 Click To Dial Provides a simple outbound dialing experience in erecruit with PCS click to dial integration. In order to perform the dial, mapping erecruit and ShoreTel user accounts is required. The user is able to click on a dial button available on the erecruit screen and the agent s phone makes an outbound call to the currently active business account or contact s number from erecruit. The Click to Dial application checks the user s phone status to confirm the user s phone is logged in and ready for calls. The system will return a message to the user that their phone presence is not available if their ShoreTel presence is set to an out of office or away state. ShoreTel System Places Call erecruit User Interface erecruit CTI Back End POST CTI API ShoreTel HQ Server ShoreTel Call Data Logged in erecuit 4

5 Screen Pop An integrated screen pop experience streamlines caller account lookup and logging in erecruit. The system pops the matching records for the incoming caller id. If there are multiple records matching the incoming caller id, the system pops multiple record screens. These will most commonly be candidate and client screens. 5

6 A variety of settings are provided in order to customize the user experience on when the screen pop occurs. The screen pop can occur while the phone is ringing or when the call is answered. ShoreTel UC Receives Call ShoreTel Routes to User Extension ShoreTel CAS API PCS CTI Module Pops to Matching Record(s) Contact Candidate Opens to Basic Demographic Screen Client 6

7 User Validation and Mapping Users are validated against their active directory logged in user account. The PCS integrations looks up the user account logged into Windows and uses that account to link to the phone system extension. PCS erecruit Integration Apps User Authorization User Mapping erecruit User Object Enterprise AD erecruit User Login as Identifier erecruit User ID Field Telephony ID Fields Translate Using AD Query 7

8 erecruit Phone Logging Facilitate business intelligence reporting from within erecruit by logging call activity in customer accounts. Phone call events are monitored in the ShoreTel Telephony platform and relayed in batch record sets to erecruit. The PCS App monitors the ShoreTel CAS API and capture relevant inbound and outbound calls. These calls are batch accumulated and sent to erecruit for activity logging in regular increments. The increment time is configurable in an XML configuration file. PCS Call Logging Module ShoreTel Call Activity Feed Batch Collection in PCS Module Batch Data Processing Sync with erecruit 8

9 Multi-eRecruit Instance Management The PCS App monitors the ShoreTel event feed API and capture relevant inbound and outbound calls. These calls are batch accumulated and sent to erecruit for activity logging in regular increments. The increment time is configurable in an XML configuration file. ShoreTel UC Receives Call ShoreTel Routes to User Extension ShoreTel CAS API PCS CTI Module Captures Phone Call Event Reads From ShoreTel CDR Records Phone Call Events in erecruit 9

10 Palitto Consulting Services 150 Main Street Wadsworth, OH P: F: