InGenius Connector Enterprise 6.0. March Version 6.0.3

Transcription

1 InGenius Connector Enterprise 6.0 March Version

2 Windows and Microsoft are trademarks of Microsoft Corporation. Salesforce.com is a trademark of Salesforce.com. InGenius is a trademark of InGenius Software Inc. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged. Copyright 2018 InGenius Software Inc. Version

3 Introduction These release notes provide information on the latest features and changes to existing functionality for InGenius Connector Enterprise. Software Version InGenius Release Salesforce APEX Release 1.45 Upgrades To upgrade to the latest version, please contact support at We will request logs from your active system to determine your install requirements, including any workflow integrations you may have. Once your configuration has been verified, a member of our deployment team will contact you to coordinate the upgrade. Customer Portal Access The InGenius Customer Portal is available from the Resources section on The Customer Portal provides customer access to Documentation, Report Packages, and detailed Release Notes. Please contact icesupport@ingenius.com to request access. Server Requirements InGenius Connector Enterprise The following configuration will support up to 1,000 users on a virtual or physical computer: InGenius Server System OS & Browser Microsoft Windows Server 2012 R2 and Windows Server 2016 Processor 3+ GHz - 4 cores (supports up to 1000 concurrent users) 2.6+ GHz - 4 cores (supports up to 800 concurrent users) Memory 8 GB Disk 20 GB 1

4 Network 1 GbE network interface card on a broadband connection Microsoft.NET Framework 4.6, 4.7 Notes: Existing customers upgrading to InGenius Connector Enterprise 6.0 may not require processor upgrades if there are less than 500 concurrent users, however, the listed processor specifications are strongly recommended for optimal system performance. Some Cisco UCM versions are not supported on Windows Server 2016 per Cisco DevNet. Microsoft Edge supports Salesforce Lightning only. If using Edge, add the Salesforce and your InGenius server s domain to Internet Explorer s trusted sites. Supported Platforms Salesforce The following phone systems and Salesforce platforms are supported with this release. Phone System Asterisk 13.8, Avaya AES 6.3 SP7, 7.0 IP Office Server Edition 9.1 SP10, 10.1 IP Office 500 V2 9.1 SP10, 10.1 BroadSoft BroadWorks R21 (for existing customers) Cisco UCM 9.1, 10.5, 11, 11.5 UCCE 10.5, 11, 11.5 UCCE Finesse 10.5, 11, 11.5 UCCX 9.5, 10.5, 10.6, 11, 11.5, 11.6 UCCX Finesse 10.5, 11, 11.5, 11.6 Mitel MiVoice Business 6.0 SP3, 7.2 SP1, 8.0 SP3 MiContact Center Business 8.1, 9.0 CRM Version Salesforce Spring 18 Classic Sales Cloud & Service Cloud Spring 18 Lightning - Sales Cloud & Service Cloud 2

5 Other Salesforce Products Force.com App Visual Force Pages BMC Remedy Single Track The listed apps must adhere to the standard Salesforce CTI-API implementation to work with InGenius. Microsoft Dynamics 365 The following phone systems and Microsoft platforms are supported with this release. Phone System Asterisk 13.8, Avaya AES 6.3 SP7, 7.0 IP Office Server Edition 9.1 SP10, 10.1 IP Office 500 V2 9.1 SP10, 10.1 BroadSoft BroadWorks R21 (for existing customers) Cisco UCM 9.1, 10.5, 11, 11.5 UCCE 10.5, 11, 11.5 UCCE Finesse 10.5, 11, 11.5 UCCX 9.5, 10.5, 10.6, 11, 11.5, 11.6 UCCX Finesse 10.5, 11, 11.5, 11.6 Genesys PureEngage via SIP server 8.1 Mitel MiVoice Business 6.0 SP3, 7.2 SP1, 8.0 SP3 MiContact Center Business 8.1, 9.0 CRM Version Microsoft (Online and On-premise) Dynamics CRM 2013 SP1 Rollup 3 (Chrome & Firefox only) Dynamics CRM Dynamics CRM 2016 SP1 Dynamics Dynamics

6 ServiceNow The following phone systems and ServiceNow versions are supported with this release. Phone System Avaya AES 7.0 Cisco UCM 9.1, 10.5, 11, 11.5 UCCE 10.5, 11, 11.5 UCCE Finesse 10.5, 11 UCCX 9.5, 10.5, 10.6, 11, 11.5, 11.6 UCCX Finesse 10.5 Genesys PureEngage with integration via Genesys SIP Server 8.1 Version CSM Jakarta Kingston ITSM Jakarta Kingston Client System The following browsers, and client specifications are the recommended requirements. To ensure optimal client performance, verify the browsers are updated to the latest versions available. Client System OS & Browser Microsoft Windows 10 Google Chrome Microsoft Edge (Salesforce Lightning support only) Microsoft Internet Explorer 11 Mozilla Firefox MAC (Salesforce Sales Cloud support only) Google Chrome RAM 8 GB Network Broadband connection 4

7 Third Party Software Support Occasionally InGenius provides phone support for software integrations not listed in our release note. For these specific integrations, InGenius will commit to working with your organization to support the installation, and to address any configuration or operational issues. InGenius software updates may not be provided for issues that are specific to third party unsupported environments. Notes: SIP device functionality is dependent on the installed PBX. InGenius requires connectivity to the target server/switch. InGenius supports interoperability with call recording solutions if there is a vendor API that can be accessed. Any Asterisk system using the Asterisk Manager Interface (AMI) can be integrated with InGenius, provided that InGenius can access the AMI protocol. New and Updated Features This document details important new features, enhancements, and changes to the latest software version of InGenius Connector Enterprise 6.0. For specific release patch updates, refer to the Resolved and Addressed Issues table at the end of these notes. Features for Salesforce, Microsoft and ServiceNow Customers: End user productivity enhancements that include: 1. Click to Create feature with New and Pre-fill options on a case or incident. 2. Efficient Call Result Logging to allow for disposition assignment while on a call. 3. Extended Call Log Notes. 4. Read-only Call Log Notes. Enterprise Administration enhancements include: 5. License Optimization. 6. Per Group Administration. 7. Automatic Synchronization to Redundant Servers. 5

8 Additional Features for ServiceNow: 8. Screen Transfer Support for ServiceNow. Features for Mitel MiVoice Business and Mitel Contact Center Business: 9. Blind Transfer Support. 10. Screen Transfer Improvements. New Genesys Support: 11. InGenius integration with Genesys PureEngage for: ServiceNow Microsoft Dynamics. End User Productivity Enhancements InGenius decreases call handle time with call logging features designed to improve agent productivity and standardize call reports. With InGenius Connector Enterprise 6.0, InGenius has extended the call log capability to make call logging even faster and reports easier to read. 1. Click to Create allows a user to Pre-fill or Create new records dynamically InGenius introduced a new Click to Create feature that improves productivity by reducing case creation clicks by more than 60%. When a case is created, the record is pre-filled with subject, comments, contact information from a popped record, and then saved and opened in edit mode. InGenius automatically saves and relates the call activity to the case for accurate reporting. And since the case is saved, then opened in edit mode, the Agent can make additional notes if required. When the Agent hangs up, the case information is saved, and the call results are automatically saved and attached. 6

9 Agents who have a workflow requirement to create a case or incident for every call can create the record with two clicks. InGenius automatically saves and relates the call activity to the case for accurate reporting. The InGenius click-to-create feature reduces call handle time, reduces data entry errors and allows the Agent to focus on delivering exceptional customer service. For more information, please watch the video 2. Efficient Call Result Logging InGenius has introduced a feature designed to minimize wrap up time and improve overall call handle time. With InGenius Connector 6.0, Agents can disposition a call while the call is active. This feature integrates seamlessly into a workflow that requires agents to move quickly to the next call. The administrator can select the option to show dispositions from with the Runtime Admin. This feature will be off by default. The user will observe that the Select Call Result option is available to them while the call is in progress. 7

10 3. Extended Call Log Notes Field End users now have the ability to enter and view exhaustive notes without the need to scroll. The Agent is able to personalize the size of call log note field and will observe that the call log field size persists across tabs and sessions. 4. Read-only Call Log Notes InGenius introduces new call log template capability that allows one-click entry for call log notes, resulting in faster note creation and standardized report data. This means Administrators can create read-only call log templates such as Left Voic %DATE%. The agent would then be able to simply select the correct call log template button to drop the following information into the note Left Voic 13/12/2017. No additional information can be added to the note if the Admin has selected Lock call log notes ensuring that the reports are standardized, and that sensitive customer information does not get added to the customer database. 8

11 With this addition the Administrator now has three options for call logging templates. They can allow Agents to create their own templates, they can drop specific information that is then editable by the Agent, or they can drop specific information that cannot be edited by the Agent. Enterprise Administration InGenius has created an update to the licensing management and granularity of permissions on an organizations basis. 5. License Optimization InGenius provides a time-saving capability for administrators, so that they do not need to manually determine which users have been inactive. The new License Optimization feature ensures that the customers are maximizing their investment by removing licenses from inactive users. Administrators can choose to remove inactive users after a specific interval (2-52 weeks). The program runs nightly and is managed from the Runtime Admin Users tab Manage Users Advanced View. 6. Per Group Administration Organizations can now restrict or grant ADMIN rights to specific groups of users. Different administrators to manage settings like speed dials, call log templates and call dispositions for different teams within an organization. The Super Admin can optionally assign admin access to the configuration tab, and the user and licensing tab for all users in the system. 9

12 7. Automatic Synchronization to Redundant Servers Any changes made with the Runtime Admin tool are automatically synchronized with the redundant servers. This feature automatically maintains consistency of configuration data across redundant servers. Previously the changes were synchronized by selecting a Sync button, which is no longer required. ServiceNow Features 8. Screen Transfer Support for ServiceNow ITSM and CSM InGenius introduces Screen Transfer support to ServiceNow ITSM and CSM customers. Screen Transfer gives a warm start to all calls for a better customer experience, and more efficient hand off between reps. Information captured and logged by a rep is easily transferred to a subsequent agent so that customers never have to repeat themselves. To see how Screen Transfer works, please watch the Video 10

13 Mitel MiVoice Business & Contact Center Features 9. Blind Transfer Support Blind Transfer support for MiVoice Business allows an agent to quickly transfer calls to another agent. Blind transfer may be used with screen transfer, so all relevant data is captured and passed on to the receiving agent. 10. Screen Transfer Improvements In Mitel MiVoice Business environments, screen transfer now includes related records as information included in the screen transfer. The transferred data allows the receiving agent to quickly access case details and related records at a glance. New Genesys Support 11. InGenius Connector Enterprise integration with Genesys PureEngage InGenius now connects Genesys PureEngage to ServiceNow Customer Service Management or IT Service Management applications and Microsoft Dynamics 365 CRM. The Genesys integration helps voicecentric personnel increase agent productivity, call capacity and overall customer satisfaction. The new InGenius integration for ServiceNow and Microsoft Dynamics with Genesys PureEngage supports screen pop, click-to-dial, automated call logging and other standard InGenius features within the ServiceNow interface. For more information please visit 11

14 InGenius End of Support Announcements With the release of InGenius Connector Enterprise 6.0, InGenius is discontinuing support for all versions of the 3.x, 2.x and 1.x software series. Third Party Platform End of Support Announcements InGenius Connector Enterprise 6.0 is not certified on the following platforms. Unsupported Platforms by InGenius Vendor End of Support Microsoft Windows 8.1 January 9, 2018 Asterisk 11.x October 25, 2017 Microsoft Dynamics CRM 2011 July 12, 2016 Cisco UCCE 8.x April InGenius integration with Microsoft USD January 20, 2016 Internet Explorer 9 January 12, 2016 Internet Explorer 10 January 12, 2016 Asterisk 12.x December 20, 2015 Asterisk 1.8 October 21, 2015 Internet Explorer 8 August 31, 2015 Windows Server 2008 R2 January 13, 2015 Cisco Unified Call Manager 8.5 July 31, 2017 Cisco UCCX 8.5 August 31, 2017 When a vendor declares a platform end of life, InGenius will re-evaluate on-going support for that platform, and support for that version may end. Refer to the following table that includes the upcoming end of support date for some platforms. Future Announced End of Support Date Cisco UCCE 9.x March 31, 2018 Cisco UCCX 9.x July 31, 2018 Windows Server 2012 R2 October 9, 2018 Cisco UCM 9.x December 31,

15 Microsoft Dynamics CRM 2013 January 8, 2019 InGenius is committed to providing the best possible support. As a CTI solution merging multiple platforms, our testing and certification effort is incremental based on the supported configurations. As platforms and features become sparsely used, InGenius will issue an End of Support announcement. Frequently Asked Questions (FAQs) Q1: I am still using Microsoft Dynamics CRM 2011, or a different platform that may be unsupported by InGenius. How can I find out more about the support options available to me? A1: Please contact your account manager or sales@ingenius.com to discuss options. Q2: Do I have to do anything to receive these new features and enhancements? A2: Yes. Simply contact icesupport@ingenius.com to schedule your upgrade. InGenius customer care will take you through the upgrade process. Q3: Is there a fee associated with this upgrade? A3: No, as part of the license fee with InGenius these features and enhancements are at no cost to our clients. Q4: What is involved in upgrading? A4: Upgrades are assisted by an InGenius customer care agent. Upgrades may be arranged outside of regular business hours as required. Contact Customer Care for more information. Contact Us For any queries about the latest release or to update, please contact your support team at icesupport@ingenius.com. To add additional licenses, please contact our sales team at sales@ingenius.com. 13