Interaction Center Integration with Remedy

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1 Interaction Center Integration with Remedy Installation and Configuration Guide Interactive Intelligence Customer Interaction Center (CIC) 2016 R1 Last updated October 6, 2015 (See Change log for summary of changes.) Abstract This guide describes the Customer Interaction Center integration with Remedy. It describes how to set up the Remedy plug-in and configure the components of the integration. Interactive Intelligence, Inc Interactive Way Indianapolis, IN Telephone/Fax (317)

2 Copyright and trademark information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the Spirograph logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voic Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-faq Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. Intelligence, Inc. All rights reserved. The foregoing products are Interactive Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal, and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Spotability is a trademark of Interactive Intelligence, Inc All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service, and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. The verypdf product is verypdf, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317) Interaction Center Integration with Remedy Installation and Configuration Guide ii

3 Table of contents Chapter 1: Introduction to the Interaction Center Integration with Remedy4 About this document... 4 About Remedy... 4 About Customer Interaction Center... 4 About the integration... 4 Purpose of the integration... 4 Components of the integration... 5 Requirements... 5 Overview of administrative tasks... 5 Chapter 2: Verify the Remedy license and assign access rights... 6 Verify the Remedy feature license... 6 Assign rights to an agent... 6 Assign rights to a role... 7 Chapter 3: Configure the Remedy plug-in in the CIC client and add the Remedy directory... 8 Set configuration options for the Remedy plug-in in Interaction Desktop... 8 Add the Remedy directory tab in Interaction Desktop... 9 Chapter 4: Configure screen pops Screen pop requirements Set attribute example Required custom attributes Change log Interaction Center Integration with Remedy Installation and Configuration Guide iii

4 Chapter 1: Introduction to the Interaction Center Integration with Remedy About this document This document includes: Overview of the integration Configuration of the integration software and users About Remedy Remedy Customer Service and Support is a service management application from BMCSoftware. The application contains a built-in knowledge base, support, and search functionality, and tracking, trending, and reporting capabilities, and other service desk features. You can find additional information about Remedy on the Interactive Intelligence Product Information site: About Customer Interaction Center Customer Interaction Center is a suite of contact center applications, and interactive voice response and IP/PBX capabilities. The CIC client is the desktop management software or web version that comes with Customer Interaction Center. It provides users with access to the contact center functionality and IP PBX capabilities of Customer Interaction Center. Note: CIC supports several interaction management client applications. The Remedy integration only works with Interaction Desktop. This documentation uses the term CIC client to refer to this application. About the integration Remedy version 4.x-7.x is no longer supported by the manufacturer. With CIC 2016 R2, the Interaction Center Integration with Remedy version 4.x-7.x also reaches end of life. To continue to use the integration, upgrade to Remedy version 8.1 version. The integration for Remedy 8.1 uses out of the box functionality. For details, see the Remedy 8.1 Integration Demo on the Interactive Intelligence blog. Purpose of the integration The purpose of the Interaction Center Integration with Remedy is: To run macros that perform screen pops To automate the process of inserting collected data from the IVR Interaction Center Integration with Remedy Installation and Configuration Guide 4

5 Components of the integration The Interaction Center Integration with Remedy is in the form of a plug-in to the CIC client. Starting with CIC 2015 R2, the Remedy plug-in is installed with IC User Applications. You do not need to install the Remedy integration separately. Requirements This section describes the requirements for the Interaction Center Integration with Remedy. Remedy Customer Service and Support with a product license. All versions support the Interaction Center Integration with Remedy. Customer Interaction Center 2015 R4 Feature license from Interactive Intelligence Windows Server 2003, Windows Server 2008, or Windows 7 For Customer Interaction Center and CIC client requirements, see the IC Installation and Configuration Guide or the Product Information site at: Overview of administrative tasks Before beginning to install and configure the integration, install the Remedy software, Customer Interaction Center, and CIC client software. As an administrator, you are responsible for the following tasks: Assign access rights in Interaction Administrator for agents who use the plug-in. Verify that the Remedy feature license is installed. Enable the plug-in in the CIC client and add the Remedy Integration tab. Configure screen pops in Interaction Attendant. Interaction Center Integration with Remedy Installation and Configuration Guide 5

6 Chapter 2: Verify the Remedy license and assign access rights Before an agent can use the Remedy plug-in, the agent must have the Remedy feature license and access rights to use the plug-in. This chapter describes how to load the Remedy license and assign access rights for agents and roles in Interaction Administrator. Verify the Remedy feature license To verify that the Remedy feature license is loaded: 1. In Interaction Administrator, do one of the following: On the File menu, click License Management. Click the License icon. The License Management dialog box appears. 2. Click the Features tab. 3. Verify that I3_FEATURE_REMEDY appears in the list. 4. If I3_FEATURE_REMEDY does not appear in the list, contact your Interactive Intelligence representative to obtain a license. Otherwise, click Close to exit the License Management dialog box. Assign rights to an agent To assign agents the rights to use the Remedy integration: 1. Start Interaction Administrator. 2. In the People container, double-click Users. 3. Double-click the name of the user to whom you want to assign rights, and then click the Security tab. Interaction Center Integration with Remedy Installation and Configuration Guide 6

7 4. In the Security tab, click the Access Control button, and then type Remedy in the Search field. Under Plug-ins, the check box for Remedy User Screen Pop Integration appears. 5. Click the check box for Remedy User Screen Pop Integration, and then close. The agent now has the rights to use this plug-in. Assign rights to a role You can also assign the Remedy Plug-in access rights to a role in Interaction Administrator. All users who are assigned to that role inherit the right. To assign the access right to a role, follow the steps in the previous procedure, Assign rights to an agent, except select the Roles node instead of the Users node. Interaction Center Integration with Remedy Installation and Configuration Guide 7

8 Chapter 3: Configure the Remedy plug-in in the CIC client and add the Remedy directory Before an agent can use the plug-in for the first time, the agent must configure the Remedy plug-in in the CIC client. In addition, agents can add the Remedy directory by the My Interactions tab for easy access. Set configuration options for the Remedy plug-in in Interaction Desktop As the administrator, instruct each agent to follow these steps to configure the Remedy plug-in in Interaction Desktop. 1. Start Interaction Desktop and log on. 2. From the Options menu, select Configuration. The Configuration dialog box appears. Note: The plug-in is automatically enabled when you give the user access control to the HEAT plug-in in Interaction Administrator. Interaction Center Integration with Remedy Installation and Configuration Guide 8

9 3. Click Remedy Settings to display the configuration options. 4. If you want to enable Remedy screen pops when the interaction alerts, under Interaction States, select Pop screen at alerting. Tip: If you clear this box, a screen pop occurs when the interaction is connected. 5. Under Interaction Types, specify the types of interactions you want Remedy screen pops for by selecting the appropriate check boxes. 6. Click OK. The plug-in is now configured. Add the Remedy directory tab in Interaction Desktop Agents can add the Remedy directory tab in Interaction Desktop to view the call attributes and related values for the currently connected call interaction. Interaction Center Integration with Remedy Installation and Configuration Guide 9

10 To add the Remedy directory tab: 1. From the File menu in Interaction Desktop, choose New > View. The Create New View dialog box appears. 2. In the Categories list, click Remedy Screen Pop Integration. 3. Under Views, select Remedy Screen Pop Integration. 4. Click OK. The Remedy Screen Pop Integration directory tab now appears. Interaction Center Integration with Remedy Installation and Configuration Guide 10

11 Chapter 4: Configure screen pops This chapter describes how to configure screen pops in Interaction Attendant. For information on recording, using, and sharing Remedy screen pop macros, see the Remedy User help. Interaction Attendant allows you to customize the IVR call flow for inbound calls. You can request that callers enter specific information and have Interaction Attendant store that data with the call. It uses that data to route the call to the agent and can display the information for the agent receiving the call in the Remedy Customer Service and Support application. For example, you could configure Interaction Attendant to ask the caller to enter a customer number or home phone number and then base its routing on that data. Screen pop requirements This section describes the requirements for displaying screen pops to the agent s Remedy session. It lists the required custom attributes and their associated values. If there is more than one choice or it needs to be retrieved from the calling customer, the attribute value is in italic. Interaction Attendant stores the attributes. One node in an Interaction Attendant tree is Set Attribute. This node is the primary type of node required to store the attributes and their corresponding values. Set attribute example The following figure illustrates how to store an attribute. The table gives the meanings of fields in the figure. Interaction Center Integration with Remedy Installation and Configuration Guide 11

12 Field Name Digit Attribute Value Description Describes the node Refers to the key the caller entered to get to this node Name of the custom attribute (first column in the tables) The value for the Attribute field (second column in the tables) Another node that is often used to store custom attributes is Caller Data Entry. For more information, see the Interaction Attendant User s Guide. Required custom attributes The following table lists the required custom attributes: Attribute name Remedy_MacroName Remedy_NumParam Remedy_ParamNameX Remedy_ParamValueX Attribute value The name of the Remedy macro called on a new incoming ACD call. The number of parameters sent as inputs to the Remedy macro. The Nth parameter name. The format of a Remedy Macro sends each input as ParamName=ParamValue. For example, ServiceRequestID=RQST is an example of an input sent to the Remedy macro. If it is the first input, the custom call attribute is Remedy_ParamName1 and is set to ServiceRequestID. The highest Nth parameter name corresponds to the Remedy_NumParam custom attribute. The Nth parameter value. The format of a Remedy macro sends each input as ParamName=ParamValue. For example, ServiceRequestID=RQST is an input sent to the Remedy Macro. If it is the first input, the custom call attribute is Remedy_ParamValue1 and is set to RQST The highest Nth parameter name corresponds to the Remedy_NumParam custom attribute. Interaction Center Integration with Remedy Installation and Configuration Guide 12

13 Change log Change log date March 5, 2009 May 12, 2009 August 24, 2012 August 15, 2014 Changes made Initial document created. Updated document format. Updated installation sections because in IC 4.0 Service Update 2 and later versions, the Remedy plug-in is included in the installation of IC 4.0. Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information. January 22, 2015 Added requirement of CIC 2015 R2. April 15, 2015 Updated for 2015 R3. Updated documentation to reflect the addition of Interaction Desktop. June 24, 2015 Updated for 2015 R4. October 6, 2015 Removed references to Interaction Client.NET Edition. Added About the integration section, which discusses product end of life. Interaction Center Integration with Remedy Installation and Configuration Guide 13

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