CTI Connect for Salesforce CRM -

Transcription

1 CTI Connect for Salesforce CRM - Installation and Configuration Guide Version 7.1 Revision 1.0 8x8 Proprietary

2 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Microsoft Internet Explorer is a trademark or a registered trademark of Microsoft Corporation in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s. ii

3 Contents Introduction Intended Audience Skills Required i i i ii Acronyms Application Overview Solution Overview System Architecture Installing Contactual CTI Connect Prerequisites Installation Procedure Configuring the Call Center Definition file Defining Contactual Tenant & Screen Pop Attributes Adding Call Center Users Versions of the Contactual CTI Connect Adding Firefox Support to the Contactual CTI Connect Log Files iii iv iv v vi vi vi ix xi xv xvi xvii xviii 6. Uninstalling Contactual CTI Connect xxii GLOSSARY xxiii iii

4 Introduction Contactual provides CTI api based integration with Salesforce CRM. This is offered under the name of Contactual CTI Connect for Salesforce CRM *. This Contactual CTI Connect for Salesforce CRM installation manual explains how to install, configure and troubleshoot the Contactual CTI Connect for Salesforce CRM. This document is designed to help the reader find information about how, when, and why to perform specific tasks. * As an administrator during setup, you may see references to a SFDC Connector, OCCCTI, or CTI Connector as alternate names used in this document and installation steps. These are equivalent terms for the Contactual CTI Connect for Salesforce CRM. Intended Audience This document is targeted at system administrators and technical personnel involved in the installation and maintenance of the Contactual CTI Connect for Salesforce CRM. Skills Required The people administering these applications are expected to possess the following: Knowledge of Windows Operating system Knowledge of Contactual OCC Knowledge of basic call center functionality Knowledge of Salesforce CRM i

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6 Acronyms Acronym Expansion SFDC Salesforce dot com ANI Automatic number identification AUX Auxiliary (or non available) OCC Contactual OnDemand Contact Center iii

7 Application Overview Solution Overview The Contactual CTI Connect pre-integrates Contactual OnDemand Contact Center with Salesforce CRM. The Contactual CTI Connect, when installed, provides the following functionality: Agent login, logout Updates to agent status and transaction codes Integrated softphone features like make call, answer, hold, transfer, etc. Screen Pop based on ANI and/or Key Value Pair iv

8 System Architecture The system architecture is as shown. The flow is detailed: 1. Agents logs in to the Salesforce CRM. 2. CTI Connect initializes and establishes the connection with Contactual OCC. 3. Once the initialization is complete, sends the login message to Contactual OCC. 4. CTI Connect receives call events from Contactual OCC and passes it on to update the Salesforce browser display. 5. In an incoming call event, CTI Connect passes the ANI or a Key Value Pair to Salesforce CRM for screen pop. 6. Contactual allows the agent to enter a transaction code when the call ends. Similarly, Contactual allows the agent to update their work status (availability etc). v

9 Installing Contactual CTI Connect Installling CTI Connect involves Installing the SFDCConnector file Configuring the Call Center Definition file in Salesforce Defining Tenant and Screen Pop attributes' Adding Call Center Users Prerequisites You should have been provided or have access to the Contactual CTI Connect software. Contactual CTI Connect must be installed in each agent computer. Each agent computer should have Windows XP or Windows 7 and should have.net framework 3.5 or above installed. Ensure that the following login IDs are available before starting the installation 1. Salesforce CRM logins 2. Contactual OCC User IDs Installation Procedure To install the Contactual CTI Connect for Salesforce CRM: 1. Double click the installer file, SFDCConnector.msi to commence installation. The Welcome screen appears. vi

10 Figure 1: SFDC Connector Setup Wizard 2. Click Next. The License agreement screen appears. Figure 2: License Agreement 3. Select I Agree. Click Next to select the installation folder. 4. Click Browse, and select a location to install the Contactual CTI Connect. vii

11 Figure 3: Selecting Location for Installation 4. Select the Just me radio button to ensure the third-parties do not log on. Click Next. A dialog box appears indicating the installer is ready to install SFDC Connector on your computer. Figure 4: Confirm Installation Screen 5. Click Next to complete the installation. A dialog box appears indicating the completed installation. viii

12 Note: Please check and install any updates to.net Framework. 6. Click Close to exit the installation wizard. Configuring the Call Center Definition file CTI Connect needs to be integrated with the Call Center Definition file. To integrate the CTI Connect with the Contactual Virtual Contact Center: 1. Login to Salesforce.com as an administrator. Note: The application works on Internet Explorer 6.0 and higher or Mozilla Firefox 3.5 or higher. 2. Click on the drop down menu on the top right hand side of the screen and select Setup. Figure 5: ix

13 The Setup screen appears. 3. On the left hand navigation panel, select highlighted App Setup -> Customize -> Call Center -> Call Centers. Click Continue, if prompted to. Click Import. 4. Click Import. The Import screen appears. Figure 6: Call Center Import 5. Click Browse and select the Call Center file. Figure 7: Selecting the Call Center File x

14 6. Choose the xml file OCCCTICallCenter. The default location for this file is C:\Program Files\Contactual\SFDC Connector. Upon successful import, you can view and edit the configuration. Defining Contactual Tenant & Screen Pop Attributes The call center definition file has the Contactual URL, Tenant name and screen pop search field set to the Calling phone number. The file has to be edited to contain information about your specific Contactual URL and Tenant Name. Editing information in the call center definition file involves: Editing the Contactual WebRequest Configuration information Enabling/disabling the custom search for ScreenPop Configuring custom buttons on the user interface xi

15 To edit the Contactual WebRequest Configuration information in the call center definition file: 1. Navigate to the location of the call center definition file in the Setup area, and click Edit. The file opens in the edit mode. 2. Edit the entries in WebRequest URL and Tenant Name fields to reflect your specific Contactual logon URL and Tenant name. 3. Edit the WebRequestURL field with your correct Contactual Tenant URL. If your Contactual Tenant URL is edit the WebRequestURL to If your Contactual Tenant URL is na2.mycontactual.com, edit the WebRequest URL to If your Contactual Tenant URL is na3.mycontactual.com, edit the entry in the WebRequest URL to If your Contactual Tenant URL is na4.mycontactual.com, edit the entry in the WebRequest URL to If your Contactual Tenant URL is vcc-na7.8x8.com, edit the entry in the WebRequest URL to xii

16 If your Contactual Tenant URL is my.mycontactual.ca, edit the entry in the WebRequest URL to If your Contactual Tenant URL is my.mycontactual.co.uk, edit the entry in the WebRequest URL to 4. Edit the Tenant Name field to tenant=yourtenantname, with your correct tenant name. Note this field is case sensitive. To enable/disable custom search for the ScreePop: 5. Enter TRUE in the Enable Custom Search field to enable the screen pop search based on a key value pair. 6. Provide the search field in the ScreePop Search field. callingname (case-sensitive) is the value that is passed by Contactual in the incoming call event. Contact.Phone indicates that the ScreenPop data for value in the CallingName is queried from the Phone field in the Contact table. OR 7. Enter FALSE in the Enable Custom Search field to disable the custom search. If this is set to FALSE, the connector displays the screen pop based on the ANI(Automatic Number Identification). To configure custom buttons on the user interface: 8. Navigate to the Custom Buttons Configuration section to configure the buttons that an agent will see during a call. For example, you may require an agent to create a contact, create an account, or create a case. You have to configure three buttons to Create Contact, Create Account, and Create Case. Configuring custom buttons requires labelling a button, associating a URL to the button, and to specify fields that automatically get populated on clicking the custom button. Figure 8: Configuring Custom Buttons xiii

17 9. Enter TRUE in Enable Custom Buttons field to display custom buttons on the user interface. 10. Enter a label for the custom button in the Button1 Label. The example shown here is 'Create Contact'. 11. Enter the URL where the button is located in the Button1 Url field. The sample Url given here is Your Url for these button images may be different tied to your Salesforce.com platform location. 12. Enter the prepopulated fields for the button listing the fields that automatically populate clicking on the button. For example, if an agent clicked 'Create Contact' button, the specified fields get prepopulated with an indicated value in the new contact record. The example given here is con10=callingname which derives the value from the callingname field and populates the new record. 13. Repeat Steps for other buttons you need to configure. 14. Click Save to retain your changes to the call definition file lower in this same screen view. xiv

18 Adding Call Center Users The next step in configuring the CTI Connect is to add Call Center users to have access to this integrated solution. Follow the steps to add a Call Center User. To add a user to a call center: 1. Click Your Name > Setup > Customize > Call Center > Call Centers. 2. Select and click the call definition file. The file opens. 3. Navigate to the bottom of the screen, and click Manage Call Center Users. 4. Click Add More Users. 5. Specify search criteria to find the Salesforce users who should be assigned to the call center. xv

19 6. Click Find to display the list of Salesforce users that meet your search criteria. All users who already belong to a call center are excluded from search results because a user can only be assigned to one call center at a time. 7. Select the checkbox next to each user who should be assigned to the call center, and click Add to Call Center. Versions of the Contactual CTI Connect After the successful installation of the CTI Connect, the version can be checked at any time. To check the version, follow the steps below. 1. Right click on the Salesforce icon in the system tray as highlighted. Click About. Figure 9: CTI Connect Version check xvi

20 The version of the Call Center Edition and BrowserConnector is displayed. Figure 10: Version Display 2. Click OK to close the window showing the version. Adding Firefox Support to the Contactual CTI Connect The installation and configuration steps seen thus far are adequate to ensure that Salesforce CRM works on Internet Explorer. However, if the Salesforce CRM application is to be used on Mozilla Firefox, the application has to be configured to work on Firefox. A batch file is provided with the Contactual CTI Connect installer. Run this batch file to enable use of the CTI Connect on Mozilla Firefox. Follow the steps below to run the batch file. 1. Open the SFDC-Firefox.bat file using an editor like Notepad, as shown. xvii

21 Figure 12 SFDC-Firefox.bat opened with Notepad 2. Check the path where Firefox is installed. This is highlighted in red in Figure 28. Change the path if necessary. 3. Check the path where the CTI Connect is installed. This is highlighted in green in Figure 28. Change the path if necessary. 4. Click Save to save the changes made, if any. 5. Navigate to the folder where the batch file is saved and double click on the file. The batch file is executed and you may now use the application through the Mozilla Firefox browser. Log Files Like any other application, Salesforce CRM also writes log files. Log files are important to indicate all the activity taking place on the application. Over time, the log files become large due to activity data being appended every time the application is used. These log files have to be purged from time to time to ensure optimal system performance and disk space. By default the connector writes log files in the path C:\Contactual\Log.txt; to change this path and to specify the purge settings for the log file, follow the steps below. xviii

22 Figure 13 SalesforceCTI.exe.config Opened With Notepad 1. Open the SalesforceCTI.exe.config available in the path where the Contactual CTI Connect has been installed, using an editor like Notepad. This is shown below. The contents of this file are also reproduced below: <?xml version="1.0" encoding="utf-8"?> <configuration> <configsections> <section name="log4net" type="log4net.config.log4netconfigurationsectionhandler, log4net" /> </configsections> <appsettings> </appsettings> <log4net> <!-- Define some output appenders --> <appender name="rollinglogfileappender" type="log4net.appender.rollingfileappender"> <!--Make sure the Directory exists in the Website running location --> <file value="c:\contactual\log.txt" /> <appendtofile value="true" /> xix

23 <rollingstyle value="composite" /> <datepattern value="yyyymmdd" /> <maxsizerollbackups value="10" /> <maximumfilesize value="2mb" /> <layout type="log4net.layout.patternlayout"> <conversionpattern value="%d %-5p - %m%n" /> </layout> </appender> <!-- Setup the root category, add the appenders and set the default level --> <root> <!-- log levels include ALL, DEBUG, ERROR, OFF --> <level value="debug" /> <appender-ref ref="rollinglogfileappender" /> </root> </log4net> </configuration> 2. The settings shown in red above define that the logs will be written in the path C:\Contactual\Log.txt, the log files will be rolled every day or if the file size reaches 2MB, and the maximum number of files that will be backed up are The log levels supported are ERROR, DEBUG, and INFO. It is recommended that the log level be set to ERROR in the production environment. 4. Parameters shown in red above can be changed; save the file after changing the parameters to the desired values. xx

24 If you make any changes to the SalesforceCTI.exe.config xml file, make sure you log out of the application and close the exe file running in the system tray. Double click the Salesforce icon the desktop and login again using the Salesforce url this ensures that the changes made in the config file take effect. xxi

25 6. Uninstalling Contactual CTI Connect Figure 14 Uninstalling the Contactual CTI Connect Application 1. To uninstall the application, navigate to Control Panel -> Add/Remove Programs. 2. Right click on Contactual SFDC Connector. Select Uninstall. This will uninstall all the Contactual CTI Connect application files. Contactual Inc 1000 Bridge Parkway, Suite 200 Redwood City, CA USA xxii

26 GLOSSARY A Administrator The person who uses the Configuration Manager to configure the contact center's resources and behaviors. An Administrator can be the Primary Administrator with unrestricted access to all the configuration objects or a Role Based Administrator with full or partical configuration rights. Agent Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Agent Console Virtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. Application Programming Interface (API) An application programming interface (API) defines the way an external program can request services from another program. See also, Virtual Contact Center Integrations. Automatic Call Distribution (ACD) ACD uses the number called and programmable call distribution logic to route incoming telephone calls to agents with the skills necessary to efficiently process the interaction. Automatic Number Identification (ANI) B ANI identifies the origination number of a call offered to an Agent. Billing Telephone Number (BTN) For customers with multiple separate telephone numbers, the BTN consolidates those multiple numbers under a single phone number for billing purposes. xxiii

27 C Call Treatment Choice Refers to choices within a schedule which allows a time based selection of treatment choices when interactions enter a Virtual Contact Center tenant. Caller Name (CNAM) An enhanced Caller ID feature that displays both the number and name for an incoming voice call. To provide the value-added CNAM service, the carrier uses the originating caller's phone number to locate the caller's name in the carriers' names database, then transmits both the number and name to the CNAM-enabled customer. Calling Line Identifier (CLI) The intended display number of the calling party. In some network configurations, the CLI contains the calling party's Billing Telephone Number (BTN) or Charged Party Number (CPN) to be displayed instead. Channel Phone, , or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue. Collaborate See Desktop Sharing. Computer Telephony Integration (CTI) CTI allows data associated with an incoming call or chat request to be presented to the responding agent in real-time. Virtual Contact Center CTI typically presents this data as a "screen pop". Configuration Manager (CM) The portion of the Virtual Contact Center application used by the contact center's administrator to define and configure the resources and operational behaviors of the center's tenant. xxiv

28 CRM API The CRM API component of the Virtual Contact Center Integrations enables thirdparty processes to access the internal CRM data. Custom Role An administrator defined role with custom privileges is called a custom role. Any role other than the system defined Super User role is referred to as the custom role. Customer Relationship Management (CRM) The Virtual Contact Center CRM stores the contact center's customer, case, and follow-up data. Numerous third-party CRM products also exist. Two examples of third-party CRM applications are Salesforce and NetSuite. D Desktop Sharing If authorized, an agent can use the Collaborate Desktop Sharing feature to view and control a customer s remote computer for purposes of providing assistance. Direct Agent Access In an IVR script, direct agent access permits a caller to reach an agent directly rather than through skills-based routing logic. E Script A set of instructions that determine and direct the treatment and routing of an incoming interaction. G Group A group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members. xxv

29 I Interactive Chat Response (ICR) Interactive Chat Response specifies the message sent in response to a new chat interaction. Interactive Voice Response (IVR) IVR enables touch tones to guide customer interaction with the contact center. For example, an IVR script could direct a caller to Press 1 to be connected to Sales or Press 2 to be contacted to Support. Intra Day Scheduler Refers to the functionality of the tenant that allows creating multiple recurring choices within a day. IVR Script A set of instructions that prompts callers to choose options, then uses those choices to determine the optimal routing of an incoming phone interaction. See also, Interactive Voice Response. O Outbound Phone Codes Outbound Phone codes offer a means to set a specific calling line identifier (caller ID) and optional outbound queue for outbound calls from your tenant. Outbound Phone Codes also may be used to track the purpose of an outbound call. P Primary Administrator An adminstrator with unrestricted access to all the configuration objects in the Configuration Manager. xxvi

30 Q Queue A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. R Reporting API The Reporting API component of the Virtual Contact Center Integrations enables third-party processes to access statistical reporting data, and status information. Responsible Organization (RespOrg) The entity that controls and maintains a phone number. Telephone carriers are the most common type of RespOrg. 8x8's provisioning department processes the RespOrg orders required to direct your contact center's phone numbers to your Virtual Contact Center client Role A role defines a set of privileges to configure a Virtual Contact Center tenant. A role can be system defined or administrator defined. Role Based Administrator An administrator who assumes a role with full or partial configuration rights to the Virtual Contact Center. Role Based Management Role Based Management is the functionality of Virtual Contact Center that allows a tenant to distribute the configuration management functionality among multiple roles. xxvii

31 S Screen Pop The Screen Pop component of the Virtual Contact Center Integrations enables thirdparty CRMs to display information in the Agent Desktop. See also, Computer Telephony Integration. Service Level Agreement (SLA) A commitment to process some number of interactions within a specific period of time. Service Levels are generally defined as X percent of interactions answered within Y seconds measured over Z minutes. In the Configuration Manager, use a queue's SLA tab to generate an alert whenever interaction processing levels fall below a specified commitment level. Skill A qualification that associates a particular queue to an agent. Skill Levels For each agent, Virtual Contact Center uses high, medium, and low skill level identifiers to prioritize the distribution of interactions across the pool of available agents. Status Codes The Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on. Super User The system defined role with unrestricted access to configure all administrative areas of the Configuration Manager. Primary Administrator inherits the Super User role automatically. Multiple administrators can be assigned to the Super User role. Privileges to the Super User role cannot be edited or revoked. xxviii

32 Supervisor An agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Support Center In Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, -- available from that page. T Tenant Your unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting. Transaction Code The Transaction Codes feature enables agents to supply supplemental information about the reason for or outcome of an interaction. Transaction codes provide enhanced metrics or enable the calling line ID on an outbound call to be modified. For example, transaction codes could be created for different categories of sales activities such as Initial Contact, Prospect, Customer Satisfied, and so on. Triggers The Triggers component of the Virtual Contact Center Integrations invokes a remote third-party process whenever an agent creates, deletes, or edits internal CRM record. V Virtual Contact Center A contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. xxix

33 Virtual Contact Center Integrations Suite An optional package containing the CRM API, Screen Pop, Triggers, and Reporting API components. Voice over IP (VoIP) The use of the Internet Protocol (IP) to carry telephone calls. W Web Application Programming Interface (WAPI) Deprecated term for the optional 8x8 Integrations package. Weekly Schedule Defines recurring day-of-week/time-of-day treatment choices. These are typically normal business hours. Schedules follow the defined weekly pattern unless superseded by date-specific Special Events. xxx