Five9 Plus Adapter for Oracle Service Cloud

Transcription

1 Cloud Contact Center Software Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide April 2018 This guide describes how to configure the integration between Five9 and the Oracle Service Cloud to process calls, voic , and and chat messages. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2018 Five9, Inc.

2 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

3 Contents What s New... v Chapter 1 About the Five9 Plus Adapter for Oracle...1 Chapter 2 Configuring Single Sign-On... 3 Microsoft Active Directory Federation Services... 3 Configuring Single Sign-On in AD FS... 3 Configuring a Relying Party Trust... 4 Configuring Assertion Consumer Service Configuring a Rule to Set the Federation ID Configuring Single Sign-On in the VCC Administrator Application Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation or Persistent ID to Users Adding Your IDP Host to the Add-in Properties Testing Single Sign-On Chapter 3 Installing the Five9 Adapter for Oracle Service Cloud Upgrading from a Previous Five9 Release Downloading the Software Managing the Software for Your Agents Enabling Cookies Audible Notifications Removing the Adapter Collecting Logs Browser Log Softphone Logs Application Logs Chapter 4 Configuring the Oracle Service Cloud Uploading the ZIP Adapter Archive Associating Profiles with the Adapter Creating Custom Workspaces Adding Custom Task Fields Configuring the Task Workspace Creating the Workspace Adding New Tasks to Profiles iii Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

4 Adding the Click-to-Dial Option to Workspaces Creating a Custom Contact Field Adding the Controls to Your Workspaces Configuring Reports Uploading the Report Template Adding the Report ID to the Adapter Add-In Editing the Properties of Your Add-In Managing Settings for Your Agents Enabling the Adapter for Agents Disabling Notifications of Incoming Interactions Displaying Connectors and Scripts in the Adapter Verifying Your Configuration Downloading the Softphone Troubleshooting Your Implementation Chapter 5 Configuring the Five9 VCC Application Creating Campaigns Creating Queues Creating Users and User Profiles Displaying Call Variables to Agents Using Dialing Lists in the E.164 Format Increasing the Time-Out for Internal Queues Chapter 6 Configuring Text channels Requirements Configuring Chat and in Oracle Service Cloud Creating Incident Queues Enabling the External Chat Queue Creating Rules to Route Chat and Assigning Custom Chat and Queues to Profiles Enabling Chat and in User Accounts Configuring the Event Handler Customizing the Event Handler Uploading the Event Handler Enabling the Event Handler Configuring Chat and in the Five9 Text Channel Console Adding the End Point for Incidents Adding the End Point for Chat Incidents Selecting a Disposition for Chat and Incidents Troubleshooting Chat and Chat iv Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

5 What s New Chapter 3 This table lists the changes made in the last releases of this document: Release April 2018 September 2017 July 2017 March 2017 October 2016 Changes Updated the endpoint URLs for and chat. For more information, see Adding the End Point for Incidents and Adding the End Point for Chat Incidents. For all third-party single sign-on applications, removed the statement about leaving as is the value of the Valid Until field when you configure single sign-on in your VCC Administrator application. You should ensure that the field contains the date and time of your certificate. Added an important note about PSTN station. Added the ability to require that your agents associate each call with an incident before they are allowed to select a disposition. For more information, see IncidentMandatoryForCallLog. Added a report that you may use if you have a large contact database. Download the report template and see MultipleSearchContactReportId. Added the ability to automatically add the contact to the Name menu of the adapter. For more information, see ScreenpopC2DSearch. Added a Requirements section to the Configuring Multi-Channel Features chapter. Added Selecting a Disposition for Chat and Incidents. Added Troubleshooting Chat and . Added Displaying Call Variables to Agents. Added Adding Your IDP Host to the Add-in Properties for single sign-on. Corrected HTTP header in Customizing the Event Handler. Added to the agent s guide support for Five9 UC - Skype for Business. For more information, see Plus Adapter for Oracle Service Cloud Agent s Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide. Added the ability to save call logs as private messages. For more information, see LogPrivateNoteToIncident. Added an important note about adding the browser exceptions to your Group Policies. For more information, see Managing the Software for Your Agents. v Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

6 What s New Release August 2016 Changes Added the ability to search by using wild cards. For more information, see EnableWildcardSearch. vi Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

7 Chapter 1 About the Five9 Plus Adapter for Oracle This guide for Oracle administrators describes how to configure the integration between Five9 and Oracle Service Cloud, an on-demand CRM solution that provides advanced knowledge base and customer experience management tools across many channels, such as voice, chat, and . Optionally, you may configure single sign-on for your agents. The integration provides the Five9 adapter inside the Oracle Service Cloud application. The adapter supports the standard features for all types of calls, voic , , and chat. Complete call statistics are stored by Five9 so that they can later be used in reports. This figure shows how a phone call and a text interaction from a customer are processed by Oracle and Five9. Text incidents comprise messages and chat sessions. Click the numbers to read the details below the figure. Customer A customer starts a text interaction with Oracle. 1 A customer calls Oracle Customer Support. The agent resolves the customer s issue. 4 RightNow Oracle adds an incident to a queue and forwards the incident to Five9. A pop up window opens in the agent s application. The agent accepts the incident. Five9 2 Five9 creates a record. 3 The ACD identifies the correct agent. Five9 returns the agent s ID to Oracle. Five9 stores all record information from creation to resolution. This information is used in reports. 1 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

8 About the Five9 Plus Adapter for Oracle 1 Text interactions are processed first by Oracle, which creates an incident or case for each interaction before forwarding the information to Five9. Phone calls (green) are processed entirely by Five9. Inbound calls are logged in Oracle whether contact records existed or were created by agents during calls. After the call disposition is set, the call object, which is the Task object created in Oracle, contains the data added to Oracle reports. The call log can contain this and other information: Duration of handle, talk, hold, and after-call work time. Agent s name and address. Call information: phone number, unique identifier, duration of call segments, skill group, campaign, link to call recording, and disposition. Callback information: ID, number, and campaign ID and name. Oracle incident number After receiving a case from Oracle or a new phone call, Five9 creates a record to store this and all subsequent information about the incident. Note these differences between phone calls and messages: Agents can process only one phone call at a time but may process as many messages as they are allowed by the Five9 administrator. While working on messages, agents can receive a chat message or phone call. During a phone call, agents cannot receive new or chat messages. However, they can continue to work on the incidents already assigned to them. Five9 uses the ACD to route the call or text interaction to the next available Oracle agent. The ACD assigns incidents in this order: First in, first out (FIFO): Interactions are assigned in the order in which they arrive. Longest waiting agent (round robin): This method applies to text channels. The agent who has been waiting the longest is assigned the next case. The maximum number of items that each agent may process simultaneously depends on the permissions enabled by the Five9 administrator and on the priority of text items. Example Agent A through E are logged in and Ready for Text. All agents are configured to accept several messages. Five messages arrive. Agent A is assigned one message but cannot be assigned another message until all other agents have been assigned one message. However, if one of the other agents is unavailable, but agent A is still available and has not reached the maximum number of messages allowed by the administrator, agent A may receive another message sooner. When Five9 sends the ID of the next available agent to Oracle, the agent sees a pop-up window that contains the record information. The agent accepts the incident and interacts as needed with the customer to resolve the incident. 2 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

9 Chapter 2 Configuring Single Sign-On This chapter describes how to configure single sign-on user authentication with Microsoft Active Directory Federation Services (AD FS). AD FS enables you to synchronize authentication and authorization data between Oracle Service Cloud and Five9 so that agents can use single sign-on (SSO) to access both systems simultaneously: If you enable single sign-on, your agents use only one set of credentials to automatically log into the adapter when they log into Oracle Service Cloud. If you do not enable single sign-on, your agents must log into Oracle Service Cloud and Five9 separately by using two sets of credentials. If you do not plan to use single sign-on, skip this chapter. Contact your Five9 support representative to request that your Five9 domain be enabled for the Plus applications. Microsoft Active Directory Federation Services Install and configure the basic features of Microsoft Active Directory Federation Services (AD FS), noting the domain name of the AD FS server. The domain name is the Identity Provider or IdP host that you will need when you configure single sign-on. Configuring Single Sign-On in the VCC Administrator Application Adding Your IDP Host to the Add-in Properties Testing Single Sign-On Configuring Single Sign-On in AD FS Configuring a Relying Party Trust Configuring Assertion Consumer Service Configuring a Rule to Set the Federation ID 3 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

10 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring a Relying Party Trust This section describes how to create a relying party trust for Five9 in AD FS. 1 Open Server Manager. 2 Click the Tools tab at the top, and select AD FS Management. 3 In the navigation pane, open Trust Relationships. 4 Select Relying Party Trusts. In the central panel, you see the current trusts. 4 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

11 Configuring Single Sign-On Microsoft Active Directory Federation Services 5 In the Actions pane on the right, click Add Relying Party Trust. The wizard opens. 6 Click Start. 7 In the Select Data Source step, select Enter data about the relying party manually, and click Next. 5 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

12 Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter the name that will appear in the Display Name column of the list of Relying Party Trusts, and click Next. 9 Select AD FS and click Next. 6 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

13 Configuring Single Sign-On Microsoft Active Directory Federation Services 10 In the Configure Certificate step, click Next. 11 In the Configure URL step, click Next. 7 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

14 Configuring Single Sign-On Microsoft Active Directory Federation Services 12 In the Configure Identifiers step, enter a relying party trust identifier in the field, and click Add and Next. Be sure that the URL matches your Identity Provider host: host>/appsvcs/saml/metadata/alias/ora <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 13 In the Configure Multi-factor Authentication Now step, click Next. 8 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

15 Configuring Single Sign-On Microsoft Active Directory Federation Services 14 In the Choose Issuance Authorization Rules step, click Next. 15 In the Ready to Add Trust step, click Next. 9 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

16 Configuring Single Sign-On Microsoft Active Directory Federation Services 16 In the last step, disable the Open the Edit Claim Rules... option, and click Close. The relying party trust is added to AD FS. 10 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

17 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Assertion Consumer Service The Assertion Consumer Service (ACS) handles the SAML response for identity initiated login when link is clicked. The Federation ID or other persistent ID that you select must match the ID that you will enter in the Federation ID field in the user s properties of the Five9 VCC Administrator application. 1 In the list of Relying Party Trusts of AD FS, right-click the trust that you created, and select Properties. 2 In the Endpoint tab, click Add SAML. 3 Add two ACS endpoints for your Identity Provider host with the same information, except for Binding: Endpoint type Binding SAML Assertion Consumer First endpoint: Artifact Second endpoint: POST Index 0 Trusted URL Provider>/appsvcs/saml/SSO/ alias/ora <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 11 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

18 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Click OK. This figure shows both endpoints in the properties window. 5 To exit the properties, click OK. Configuring a Rule to Set the Federation ID You can use any ID, such as the address. 1 In the main AD FS window, select a Relying Party Trust in the list. A section for that trust appears in the Actions navigation pane on the right. 12 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

19 Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Click Edit Claim Rules, and Add Rule. 3 Select Send LDAP Attributes as Claims, and click Next. 13 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

20 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Enter or select this information: Claim rule name Attribute store Mapping of LDAP attributes to outgoing claim types Active Directory -Addresses >> Address 5 Click OK. 6 Again click Edit Claim Rules, and Add Rule. 7 Select Transform an Incoming Claim, and click Next. 14 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

21 Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter or select this information: Claim rule name Incoming claim type Outgoing claim type Outgoing name ID format Transform to Address Name ID 9 Click Finish. 10 In the list of claim rules, click Apply. 15 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

22 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Single Sign-On in the VCC Administrator Application You need to enable your agents and your domain in the VCC Administrator Application. Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation or Persistent ID to Users Obtaining the Metadata The information that you will enter in the VCC is located in this XML file that you need to download: host>/federationmetadata/ /federationmetadata.xml Prepare the X509 certificate that you will need to enter in the VCC as follows: 1 Copy the hash in the X509Certificate element to a file as follows: -----BEGIN CERTIFICATE----- <hash from X509Certificate> -----END CERTIFICATE Save the file with the CER extension. Configuring Your Five9 Domain To enable single sign-on in your Five9 domain, complete these fields with the information in the metadata file. 1 Log into the VCC Administrator s application. 16 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

23 Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Select Actions > Configure > Single Sign-On. 3 Enter the information from the metadata file in the fields. Do not import the file. Field Issuer URL SingleSignOnService HTTP-POST Binding URL SingleSignOnService HTTP-Redirect Binding URL Description Located in the entityid attribute of the EntityDescriptor element. URL of the IdP host, starting with the server name Located in the location attribute of the SingleSignOnService element. Main login address for your domain, starting with the IdP host name. Located in the location attribute of the alternate SingleSignOnService element. Alternate login address for your domain, starting with the IdP host name. X.509 certificate Format of the public key. The field may remain blank after you upload the file. Valid Until Default NameID Format Expiration date and time of the certificate in the specified time zone. Format of the Name ID: urn:oasis:names:tc:saml:1.1:nameidformat: address 17 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

24 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Click Save. Adding a Federation or Persistent ID to Users The value in this field is synchronized with the value in your CRM. 1 In the Administrator s application, open Users. 2 Open a user s name. 3 In the Federation ID field of the General tab, enter the agent s Five9 user name or another name reserved for single sign-on. In this figure, the Federation ID matches the Five9 user name. 4 Click Save. Adding Your IDP Host to the Add-in Properties The final step is to add the login URL of your IdP host to your Add-in Properties. For more information, see IdpLoginUrl in Editing the Properties of Your Add-In. 18 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

25 Configuring Single Sign-On Microsoft Active Directory Federation Services Testing Single Sign-On When SSO is configured, an additional login button labeled SSO Login appears below the standard login button in the agents softphone. Important You can test single sign-on only after you have added the IdP login URL to the Server Configuration Properties in the Add-In Manager of your Oracle Service Cloud interface. For more information, see Editing the Properties of Your Add-In. 1 Log out of the adapter and of Oracle. 2 Log into Oracle with the user name that you configured for single sign-on. Depending on your configuration, you see the login or the station setup window: 3 Click SSO Login or set up your station. 19 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

26 Chapter 3 Installing the Five9 Adapter for Oracle Service Cloud This chapter describes how to install the Five9 Adapter for Oracle Service Cloud and integrate the adapter in your existing Oracle implementation. The softphone integrated in the Oracle application enables agents to perform all types of call functions, add comments to records, and use campaign features. Upgrading from a Previous Five9 Release Downloading the Software Managing the Software for Your Agents Collecting Logs Removing the Adapter You can use the Five9 Plus Adapter for Oracle Service Cloud only with Microsoft Internet Explorer 11 and higher. See also the VCC Technical Requirements. Upgrading from a Previous Five9 Release Important If you are upgrading from a previous Five9 release, follow these steps only after you are notified by Five9 that your domain was migrated to the new release. If you currently use a previous Five9 Adapter for Oracle Service Cloud, you may install the new Five9 Plus Adapter for Oracle Service Cloud without first removing the existing adapter. You need to download and install a new adapter and PHP script, but you do not need to reconfigure your integration. Your existing application is updated automatically after new software is released. However, you may need to install the new Add-in library if you want to use the 2014 version and the Enhanced console. For a new integration, follow all installation and configuration steps described in this guide. 20 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

27 Installing the Five9 Adapter for Oracle Service Cloud Downloading the Software Downloading the Software Download the items that you need: Softphone installer: The installer supports system and agent spaces: System space: You may prepare the browser and install the softphone remotely by using Windows Group Policy. Agent space: When agents log into the softphone for the first time, they may download it and any additional software required for your integration. Occasionally, the softphone adapter may need to be updated. Five9 recommends that you do not prevent your agents from installing the automatic softphone and add-on updates because your agents are then prevented from working until the updates are installed. To prevent installation problems for your agents, ensure that they have permission to do so if they will use the softphone and install the adapter at least once to resolve any potential issues due to your browser, firewall, and operating system. Adapter: The service is always integrated, but you need to select a chat service: With Chat Service: You want to use the Oracle chat integration. Download this ZIP file. Without Chat Service: You do not want to use the integration. Instead you want to use the default Oracle chat. Report templates: If you choose to configure either or both reports, extract the XML files from the archives. For information about using the template, see Configuring Reports. Daily report for agents: This template enables you to customize a softphone option so that your agents have access to their daily activities. Custom report for large contact databases. This template enables you to use custom contact report for multiple contact records found during a search. PHP script: This script is used for . For information about using the script, see Configuring the Event Handler. 21 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

28 Installing the Five9 Adapter for Oracle Service Cloud Downloading the Software 1 In your Five9 account, click CRM Integrations. 2 Click Five9 Plus Adapter for Oracle Service Cloud. 22 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

29 Installing the Five9 Adapter for Oracle Service Cloud Downloading the Software 3 Follow steps 1 and 2. 4 If you want to install the softphone with the system space installer, click Windows platform. Important Be sure that your firewall and other security software does not block the installation of the Five9 Softphone. a b Click OK. You may also choose to first save the file. To install the softphone, double-click the installer and click Run. The process may take a couple of minutes. c When done, click Finish. 5 Download the Five9 Plus Adapter for Oracle Service Cloud. 23 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

30 Installing the Five9 Adapter for Oracle Service Cloud Managing the Software for Your Agents 6 Download the report template for My Calls Today. 7 Download the PHP script. Managing the Software for Your Agents This section describes how to configure your agents browser. If you want to allow your agents to prepare their browser, forward the instructions to them. Important If you modify the browser, remember to also update the corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite the browser settings. Enabling Cookies At a minimum, you need to enable cookies. 1 In Internet Explorer, select Tools > Internet Options. 2 Click the Privacy tab. 24 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

31 Installing the Five9 Adapter for Oracle Service Cloud Removing the Adapter 3 To enable cookies, move the slider to the bottom. 4 Click OK. Audible Notifications Agents do not hear a sound when calls arrive at their station if they disable Auto-Answer Inbound/Autodial Calls in their softphone settings. In the Five9 Adapter, incoming call ring tones are MP3 files. Windows 7 operating system N and KN editions do not include Windows Media Player or other Windows Media-related technologies, such as Windows Media Center and Windows DVD Maker. Therefore, MP3 files cannot be played. If your agents use one of these Windows versions, install the appropriate Windows update. For more information, see the Microsoft KB article (Media Feature Pack for Windows 7 N with Service Pack 1 and Windows 7 KN with Service Pack 1). Removing the Adapter Do not use this procedure to update the adapter. 1 Log out of the adapter, and close the browser. 2 Remove the integration: a Click Start > Control Panel > Programs > Uninstall a Program. b In the list of programs, select Five9Phone and click Uninstall at the top. c d Click Yes to confirm. When done, close the control panel. 25 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

32 Installing the Five9 Adapter for Oracle Service Cloud Collecting Logs 3 Clear the cache of the browser: a Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete. b Check the appropriate boxes, and click Delete. When the cache is cleared, the login window for the adapter still appears, but the softphone is no longer installed. If you try to log in at that time, the installation process starts again. Collecting Logs This section describes how to collect the logs that contain information about the softphone and your Five9 application. Use these logs to resolve issues. Browser Log Follow these steps to locate the console logs in Internet Explorer. 1 To open the console, press F Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

33 Installing the Five9 Adapter for Oracle Service Cloud Collecting Logs 2 Select the console tab. Softphone Logs You or Five9 Customer Support may request these files, which contain information about the adapter. Softphone logs are saved in the agent s computer for four days before being deleted. Log files are located in %appdata%\five9\logs\websoftphone. Application Logs With this adapter, you have access two types of logs: Standard application logs: In the adapter, click Help > Logging. The log window gathers all available information. The process takes seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. The log is complete 27 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

34 Installing the Five9 Adapter for Oracle Service Cloud Collecting Logs when no more information is added. To save the content that you need to send to Customer Support, click Download. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, _14 PM.txt. The file is saved in your default download folder. Native Add-in logs: %appdata%\five9\rightnow To configure these logs, see %appdata%\five9\rightnow\adapter\five9.rightnow.freedom.cti- <version>\log4net.config Oracle logs: %appdata%\rightnow_technologies\<interface>\logs 28 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

35 Chapter 4 Configuring the Oracle Service Cloud This chapter describes the steps that you must perform in the Oracle Service Cloud. Uploading the ZIP Adapter Archive Associating Profiles with the Adapter Creating Custom Workspaces Configuring Reports Editing the Properties of Your Add-In Managing Settings for Your Agents Verifying Your Configuration Uploading the ZIP Adapter Archive Both ZIP archive have the same name. See the archive that contains an empty folder labeled no_chat to ensure that you downloaded the correct archive. 1 In the Configuration menu, open Site Configuration, and double-click Add-In Manager. 2 In the ribbon, click New. 29 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

36 Configuring the Oracle Service Cloud Associating Profiles with the Adapter 3 Locate Five9.RightNow.Freedom.Installer.zip. Important When selecting the file, select Compressed Add-In Files. 4 In the archive, select Five9.RightNow.Freedom.Installer.zip. 5 Click Save. Associating Profiles with the Adapter Prepare the profiles for the users who that will have access to the adapter. Unless your profiles have different workspaces, associate all user accounts with the profile that will have access to the adapter. You need to associate each adapter to a profile in your domain. You may change the assignment at any time. 1 In the navigation pane, open Staff Management, and double-click Profiles. 30 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

37 Configuring the Oracle Service Cloud Associating Profiles with the Adapter 2 In the ribbon, click New. 3 In the Profile Interfaces window, name your profile. 4 Click the Label Field to add the name of the profile. 5 Click the Add-Ins tab, and enable the adapter that you uploaded in the previous section. 31 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

38 Configuring the Oracle Service Cloud Associating Profiles with the Adapter Public SOAP API section 6 In the ribbon, click Permissions. 7 Select the Administration tab. 8 In the Public SOAP API section, enable Select All. These options are required to assign incidents correctly after they are accepted. When enabled, the API displays a dialog box of either the contact or the incident in all profiles that have access to the adapter. If either option is not checked, an error message appears instead of the dialog box. 9 Repeat the same procedure for each profile enabled for the adapter. 10 Click Save & Close. 32 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

39 Configuring the Oracle Service Cloud Creating Custom Workspaces Creating Custom Workspaces Custom task fields enable you to store additional information about objects in a session. You can then add these custom objects to workspaces. Adding Custom Task Fields Configuring the Task Workspace Adding the Click-to-Dial Option to Workspaces Adding Custom Task Fields The call log is saved as a task. Custom fields appear as options to add to workspaces for custom tasks. These standard fields are also populated: Field Setting Name Subject Status Always Completed Percent Complete Always 100 Date Completed Date and time when the call log is created Notes From Subject and Description 1 In the navigation pane, open Database, and double-click Custom Fields. 33 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

40 Configuring the Oracle Service Cloud Creating Custom Workspaces 2 Click the Task Folder and New in the ribbon. 3 Create the fields in the following table. For all fields, select these options: Data Type Indexed Usage Default Value & Mask Interface Visibility Text Field Disabled Plain Text Leave empty Enable Display, Edit, and Display. custom fields Otherwise, create each field as follows: Description Name Column Name Size Account name Five9_Agent five9_agent 250 First & last names Five9_AgentName five9_agentname 250 Extension number Five9_Agent Extension five9_ agentextension 250 ANI number Five9_ANI five9_ani 24 Call disposition Five9_Call Disposition five9_calldisposition 250 Wrap time Five9_WrapTime five9_wraptime 20 Unique Five9 call ID Five9_CallId five9_callid 32 Unique call object ID Five9_CallObject five9_callobject 64 Type of call, such as AGENT Five9_CallType five9_calltype 32 Campaign name Five9_Campaign five9_campaign 250 DNIS number Five9_DNIS five9_dnis 24 Call duration: 00:00:00 Five9_HandleTime five9_handletime 20 Call duration in seconds Five9_Call DurationInSeconds five9_callduration inseconds 64 Unique call session ID Five9_SessionId five9_sessionid 20 The figure below shows the Five9_Agent field. 34 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

41 Configuring the Oracle Service Cloud Creating Custom Workspaces 4 When done, click Save & Close. Configuring the Task Workspace This section is optional. After you have created custom fields, you may add them to a task so that call log details can appear in this task. To do so, you need to add the task to a workspace. Creating the Workspace Adding New Tasks to Profiles Creating the Workspace 1 In the Configuration menu, open Application Appearance, and double-click Workspaces or Workspaces/Workflows. 2 Click the Standard folder. 35 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

42 Configuring the Oracle Service Cloud Creating Custom Workspaces 3 Right-click Task, and select Copy. 4 Name your new task. 5 To add the Five9 custom fields to the workspace, double-click your new task workspace. 6 Next to the tabs at the bottom, right-click and select Add Tab. 36 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

43 Configuring the Oracle Service Cloud Creating Custom Workspaces The default name for the tab is New Tab 1. 7 To name your tab, click the Home tab in the ribbon, click Label > Text, and enter a name in the field. 8 In the ribbon, click the Insert Field tab, and select Task Fields on the left. 9 Drag to the new tab the Five9 fields that you need. 37 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

44 Configuring the Oracle Service Cloud Creating Custom Workspaces 10 Save your changes. Adding New Tasks to Profiles 1 In the Configuration menu, open Staff Management, and double-click Profiles. 2 Open a profile. 3 In the Workspaces/Workflows tab, locate Task. 4 Click the magnifier, and locate and select the new task. 5 Click OK. 6 When done, click Save & Close. 38 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

45 Configuring the Oracle Service Cloud Creating Custom Workspaces o Adding the Click-to-Dial Option to Workspaces This section is optional. In addition to the standard phone menu, you can add to workspaces a custom field that displays a default campaign and a button that agents can click instead of having to dial manually. You can add these options in multiple locations. Creating a Custom Contact Field Adding the Controls to Your Workspaces Creating a Custom Contact Field This custom field enables you to specify the default campaign to use when agents click the phone icon. 1 In the navigation pane, open Database, and double-click Custom Fields. 2 Click the Contact folder and New in the ribbon. 3 Create this field: Field Name Data Type Column Name Indexed Value Five9_PreselectedCampaign Text Field five9_preselectedcampaign Disabled 39 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

46 Configuring the Oracle Service Cloud Creating Custom Workspaces Field Usage Default Value Mask Value Plain Text Name of click-to-dial campaign Leave empty. Size of Field 64 Interface Visibility Admin, Outreach & Feedback, and Analytic/Segments columns: Enable all options. End-user column: Enable only one option so that your agents can see the field or change the name of the default campaign if necessary. 4 Click Save & Close. Adding the Controls to Your Workspaces You need to add the custom contact field and the click-to-dial button to one or more templates. 1 In the Application Appearance menu, double-click Workspaces or Workspaces/ Workflows, locate and open a template. 2 To add the phone icon, select the Insert Control tab in the ribbon. 3 From the Workspace Add-Ins section in the ribbon, drag Five9 Click-to-dial Phone Control to the template below the Office Phone. 40 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

47 Configuring the Oracle Service Cloud Creating Custom Workspaces 4 Above the ribbon, click Design. 5 Select Table Cell > Increase Column Span. 6 Select Position > Top Left > Fill Cell. 41 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

48 Configuring the Oracle Service Cloud Configuring Reports 7 To add the custom field, click the Insert Field tab in the ribbon. 8 Drag the custom field to the template. 9 Save and close the template. 10 Add the workspace to profiles as described in Adding New Tasks to Profiles. Configuring Reports This section is optional. Follow these steps if you want your agents to see either of both of these reports: Daily report for agents when they click Calls Today in the adapter. Custom report for multiple contact search results Uploading the Report Template Adding the Report ID to the Adapter Add-In Uploading the Report Template Upload the report template that you downloaded earlier. 1 In the navigation pane, select Analytics, and double-click Reports Explorer. 42 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

49 Configuring the Oracle Service Cloud Configuring Reports 2 In the ribbon, click New Report. 3 Click Import Existing Report Definition. 4 Locate and open the report templates that you downloaded: 43 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

50 Configuring the Oracle Service Cloud Configuring Reports Daily report: Five9CallsToday.xml Custom search report: Five9MultiSearchContactReport.xml The report appears in the list on the right. 5 Right-click a report and select View Definition. 6 Note the report ID (AcID). o 44 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

51 Configuring the Oracle Service Cloud Editing the Properties of Your Add-In Adding the Report ID to the Adapter Add-In For each profile that will use the Plus Adapter add-in, you need to add the report ID to the report property. 1 In the Configuration menu, open Site Configuration, and double-click Add-In Manager. 2 Select the Plus Adapter Add-In. 3 Select a profile, and in the ribbon, click Profile Access. 4 In the Server Configuration Properties, select and double-click the report property. 5 Enter the report ID. 6 Click Save & Close. Editing the Properties of Your Add-In For each user profile that you enabled, you may modify the default behavior of the file provided by Five9. Changes made to default fields require specific references to VCC contact fields and call variables. 1 Open the Add-In Manager. 2 Click Five9.RightNow.Freedom.Installer.zip and Profile Access. 45 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

52 Configuring the Oracle Service Cloud Editing the Properties of Your Add-In The Server Configuration Properties appear at the bottom right of the window. 3 To edit a default profile setting, double-click the value. Field names are case sensitive. Property Name ContactIDFields Description Five9 contact fields or call variables used to search for a contact record. Examples Call.Number, Customer.Number1 CreateNewObjectI fnotfound If enabled, an object is created if no match is found. The object can be one or more from this list: Opportunity Answer Organization Task Contact: default Incident Examples Contact;Task 46 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

53 Configuring the Oracle Service Cloud Editing the Properties of Your Add-In Property Name EnableWildcardSe arch Description Optional. Enables you to match phone numbers by ignoring their format and leading digits. If ContactIDFields = Call.number, % is added at the beginning to indicate zero or more characters: Call.number = when the call is made. In this case, the phone number for the wildcard search is % All contacts with this pattern will be found. Example Matches found in a list of phone numbers List of contact phone numbers: Phone Numbers ID Matches found with or without a wildcard: Pattern Searched ID Wildcard? Search Result No Exact match only. % ,2 Yes 2 records are matched. % ,2,3,4 Yes All records are matched. IdpLoginUrl To use this search method, request from your Oracle representative access to a large database for high-volume queries. Otherwise, your searches may be stopped by Oracle. Single sign-on not configured: leave blank. Single sign-on configured: Enter the login URL of your IdP host in this format: host>/adfs/ls/ IdpInitiatedSignOn.aspx Your agents will use this URL to log into your CRM and the adapter. 47 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

54 Configuring the Oracle Service Cloud Editing the Properties of Your Add-In Property Name IncidentIDFields IncidentMandator yforcalllog InteractionPopup TimeoutSec LogPrivateNoteTo Incident MultipleSearchCo ntactreportid MyCallsTodayRepo rtid NetworkDomain ScreenpopC2DSear ch Description Fields used to search for an incident record, which can be Five9 contact fields or call variables. Examples Custom.IncidentId,Customer.IncidentId If enabled, agents are required to associate each call with an incident before they can select a disposition. As a result, incidents are accurately recorded in the call log. Time-out in seconds for the pop-up window for incoming or chat incident. The default is 60 sec. Does not apply to the pop-up window that appears for incoming call. If enabled, agents can see their call log entries added as private notes in incidents. As a result, agents can see the actions of all agents who worked on the incident, such as the number of calls, without looking at the tasks. Only agents logged into Oracle Service Cloud can see these notes. Optional. Use this report only if you have a large database. If multiple contacts are found during a search, this report is opened. If the value is set to 0 or 124 (default standard contact report), the existing standard contact report is opened. To enable, enter the AcID of the report. Optional. Agents may see a report when they click Calls Today in the adapter. To enable, enter the AcID of the report. Five9 domain that you access. The values are.com (default) and.eu. If you use click-to-dial, the search is performed for the number used for click-to-dial. 4 After entering each value, press Enter, and when done with the properties, click Save & Close. 48 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

55 Configuring the Oracle Service Cloud Managing Settings for Your Agents Managing Settings for Your Agents This section contains information about settings that are applied directly to the agent s adapter. Enabling the Adapter for Agents Disabling Notifications of Incoming Interactions Displaying Connectors and Scripts in the Adapter Enabling the Adapter for Agents These instructions are also included in the agent s guide. Therefore, inform your agents about the changes that you want them to make, if any. This step enables the adapter for all agents. By default, the adapter is displayed in the navigation pane, but agents may reposition it. 1 In the File menu, select Options > Tool Windows. 2 Enable the Five9 Plus Adapter for Oracle, and click OK. The login window of the adapter is displayed in the navigation pane. Agents download the actual adapter when they log in the first time. As with the other sections of the navigation pane, when you mouse over the header of the adapter, a handle appears so that you may move the adapter to a different section of the Oracle interface or outside of it as a free-standing adapter. 49 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

56 Configuring the Oracle Service Cloud Managing Settings for Your Agents Disabling Notifications of Incoming Interactions These instructions are also included in the agent s guide. Therefore, inform your agents about the changes that you want them to make, if any. If your agents use PSTN stations connected off-hook, calls require a few additional seconds to be connected. As a result, agents may be disconnected before they can answer calls. To prevent this issue, your agents can disable Oracle Service Cloud notifications. 1 In the File menu, select Options > Personal Settings. 2 In the Notification Options section, disable Display Toast Notifications, and click OK. 50 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

57 Configuring the Oracle Service Cloud Managing Settings for Your Agents You may also increase the time-out for internal queues. For more information, see Increasing the Time-Out for Internal Queues. Displaying Connectors and Scripts in the Adapter This section is not reproduced in the agent s guide. You can display embedded connectors and scripts directly in the adapter in a modern browser, such as Internet Explorer 10. You can implement this feature as follows: Automatic update when agents log in: Agents are prompted to restart the Oracle Service Cloud application. Manual update before agents log into Oracle Service Cloud: Add a value to the registry: a. Open the registry editor. b. Locate [HKEY_CURRENT_USER\Software\Microsoft\InternetExplorer\ Main\FeatureControl\FEATURE_BROWSER_EMULATION]. c. Add RightNow.CX.exe with DWORD value (0x2711). Extract and double-click a registry file. 51 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

58 Configuring the Oracle Service Cloud Verifying Your Configuration Verifying Your Configuration Before allowing your agents to use the Plus Adapter, verify that your implementation functions correctly. You may use the system space installer to distribute the adapter to your agents, or you may allow them to download the softphone the first time they log in. These steps apply if you are not using the system space installer. Downloading the Softphone Troubleshooting Your Implementation Downloading the Softphone 1 Log out of Five9 and Oracle. 2 Log back into Oracle. If you have configured for single sign-on, you do not need to enter credentials in the adapter because you are logged into the Oracle interface. 3 To log into the softphone, click Log In or SSO Login. 4 Select a type of connection. When your browser detects that the softphone is not installed, the softphone download link is displayed. After you install the softphone, all subsequent updates are automatic. 52 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

59 Configuring the Oracle Service Cloud Verifying Your Configuration 5 Click Five9 Softphone, and click Run. 6 If a security prompt appears, allow on private and public networks. 7 Click Finish. The Plus Adapter may download a softphone update. When done, the Station Check window is displayed. 8 Continue setting up the station until the main window appears. For detailed instructions about the login process, see the Five9 Plus Adapter for Oracle Agent s Guide. 53 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

60 Configuring the Oracle Service Cloud Verifying Your Configuration Troubleshooting Your Implementation If softphone updates do not occur, follow these steps: 1 Log out of Oracle and clear the cache of your browser. 2 Uninstall the softphone. 3 Log into your Five9 account. 4 Log into Oracle and reinstall the softphone. 5 If these steps do not resolve the issue, contact Customer Support. 54 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

61 Chapter 5 Configuring the Five9 VCC Application This chapter describes configuration steps specific to the integration. Creating Campaigns Creating Queues Creating Users and User Profiles Displaying Call Variables to Agents Using Dialing Lists in the E.164 Format Increasing the Time-Out for Internal Queues All custom fields and variables support the UK and Euro currencies. Creating Campaigns When creating campaigns, be sure to use the same names as the incident categories in Oracle Service Cloud. You can associate campaigns with queues in one of two ways: One queue for each campaign. All queues in the same campaign Text options, such as and chat, apply only to inbound campaigns. Phone calls apply to all types of campaigns. Creating Queues Depending on the features that you plan to use, create queues for voice, chat, and . When creating queues, be sure that the names are identical to those in Oracle for incident queues. 55 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

62 Configuring the Five9 VCC Application Creating Users and User Profiles Creating Users and User Profiles Create an account for each Oracle Service Cloud user who needs to access the Five9 Plus adapter. When creating users, be sure that the names are identical to those in Oracle Service Cloud. PSTN station Important Agents and supervisors who log into a PSTN station or forward calls between sessions may incur high long-distance fees. Therefore, be sure to give permission only to the appropriate users. To allow your agents to use the Five9 and chat features, create a user profile and apply it to your agents properties. The figures in steps 1 through 4 represent a user profile. The figure in step 6 represents a user s properties. 1 In the Media Type tab, enable chat and . 2 Allow a number of simultaneous cases for each text channel. 3 Enable Intelligent Routing. Incoming requests will automatically be presented to agents who may accept or reject the requests until the specified maximum number is reached. Five9 recommends that you do not mix in the same skill group or profile agents enabled for intelligent routing with agents who choose interactions manually. 4 In the Skills tab, add the queues that you plan to use for voice, chat, and Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

63 Configuring the Five9 VCC Application Creating Users and User Profiles 5 Click Save. 6 In the user s properties, assign the user profile to each user who will use the features. 7 Click Apply and Save. 57 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

64 Configuring the Five9 VCC Application Displaying Call Variables to Agents Displaying Call Variables to Agents Call variables are custom fields that store call data, which enables you to display the most appropriate interaction and record information to agents. Use call variables directly in voice interactions and in connectors for multi-channel interactions. You may use system or custom variables. To enhance the search, name a call variable group RightNow, and add the variables that you need, for example: RightNow.IncidentId. This example describes how to display to agents the queues to which inbound calls are routed by adding a call variable to the layout of a new or existing campaign profile. This section applies only to voice interactions. You cannot display call variables of the Customer group. 1 Open Campaign Profiles. 2 In a campaign profile, add the Call.skill_name variable to the layout. a Open or create a campaign profile. b Select the Layout tab. c Select Custom Campaign Settings. 58 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

65 Configuring the Five9 VCC Application Displaying Call Variables to Agents d e f Click Add. Select Call Attached Variable. Select Call.skill_name. g h i Click OK. The variable is displayed in the list of the Layout tab. If appropriate, enable Enforce Users to View Call Variables at the bottom. Important Even though the heading for this option is CTI Web Services, the option applies also to the Plus Application. - Enabled: Call variables are always shown to agents. - Disabled: Call variables are shown to agents only if they enable Show Call Attached Variables in their softphone settings. Click Apply. If the campaign profile is currently used by a campaign, your changes are applied immediately. If the campaign profile is not yet used by a campaign, go to step 3. 3 Assign the profile to an inbound campaign. a Open the properties of the campaign. b In the Campaign Profile section of the General tab, click Advanced mode. c Select a campaign profile. d Click Apply and Save. 59 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

66 Configuring the Five9 VCC Application Using Dialing Lists in the E.164 Format 4 If appropriate, ensure that your agents enable Show Call Attached Variables in their adapter. In their adapter, this feature is located in Settings > General tab; the data associated with the variable is displayed in the call information section of the softphone. Softphone Settings General tab Option: Show call variables Active call Call information Call variables displayed Using Dialing Lists in the E.164 Format If your domain is not enabled for the E.164 format for international phone numbers, your agents must enter 10 digits to conform to the North American Numbering Plan. This section does not apply to you. 60 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

67 Configuring the Five9 VCC Application Increasing the Time-Out for Internal Queues If your domain is enabled for the E.164 format, your agents need to enter phone numbers for all calls according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code. The E.164 format is used to route calls, process lists, and display numbers in your applications and reports. When you upload a list, all non-numeric characters, such as dots, dashes, spaces, and parentheses, and the country prefix are removed. Numbers are stored in the E.164 format, starting with the plus sign. You may also configure in the VCC a national phone number format. In this case, you can upload lists that contain numbers in E.164 format, in your national format, or both. If you do not specify a format, the VCC uses the E.164 format for all numbers. For more information, see the Basic Administrator s Guide. For example, if you operate in the UK, these numbers are processed as follows: Phone number format How the number is processed International format 1 Belgium phone number is added to a list: Phone number is processed in VCC: International prefix (00) and non-numeric characters are removed. Plus sign is added. 3 Stored number: National format 1 UK phone number is added to a list: Phone number is processed in VCC: National prefix (0) and non-numeric characters are removed. UK country code and the plus sign are added. 3 Stored number: No specified format Number stored in E.164 format. Increasing the Time-Out for Internal Queues Calls require a few additional seconds to be connected when agents use PSTN stations connected off-hook. As a result, agents may be disconnected before they can answer calls. To prevent this issue, your agents can disable Oracle Service Cloud notifications, and you can increase the time-out for internal queues. 1 Select Actions > Configure > Other tab. 2 In the Internal Calls section, increase the number of seconds as needed, and save your changes. 61 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

68 Configuring the Five9 VCC Application Increasing the Time-Out for Internal Queues You may also disable or allow your agents to disable these notifications in Oracle Service Cloud. For voice interactions, these notifications are the same as those that agents receive with the Five9 Adapter. For instructions, see Disabling Notifications of Incoming Interactions 62 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

69 Chapter 6 Configuring Text channels This chapter is optional. Follow these procedures to integrate chat and in Oracle Service Cloud. Requirements Configuring Chat and in Oracle Service Cloud Configuring Chat and in the Five9 Text Channel Console Troubleshooting Chat and Requirements To use the chat and features, follow these steps: 1 Verify that you have at least the Oracle Service Cloud 2014 server version. If you do not want to use the Five9 chat feature, you may use another version. The version installed first takes priority. Each version supports only one toolbar. 2 To use the Oracle chat feature, request from your Oracle administrator or host that these Oracle features be configured: Internal property that enables the chat management API must be set to true: CHAT_UQ_WS_API_ENABLED. Connect Web Services for SOAP must be configured. 3 Request from your Five9 representative that your domain be enabled for chat and . 4 To use the Oracle chat feature, verify that you have installed the Five9 Plus Adapter for Oracle Service Cloud with Chat Service. 63 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

70 Configuring Text channels Configuring Chat and in Oracle Service Cloud Configuring Chat and in Oracle Service Cloud To route interactions, you need to create queues in Oracle Service Cloud. Ensure that these queues have the same name as those in the VCC and that Oracle Service Cloud agents are assigned to the VCC queues. Creating Incident Queues Enabling the External Chat Queue Creating Rules to Route Chat and Assigning Custom Chat and Queues to Profiles Enabling Chat and in User Accounts Configuring the Event Handler Be sure that you create the queues that you will need for chat and . For example, you may create one queue for each type of interaction. Creating Incident Queues Ensure that you have or create queues to route all incidents. All data must flow seamlessly between Oracle and Five9: In Oracle Service Cloud, associate all user accounts with the profile that will have access to the adapter. For information about creating the queues, refer to the Oracle documentation. The names of users and skill groups that you create in Five9 must be identical to the users and queues that you create in Oracle Service Cloud. 1 In the Configuration menu, open Application Appearance and double-click Customizable Menus. 2 Open Systems Menus, and click Incident Queues. 64 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

71 Configuring Text channels Configuring Chat and in Oracle Service Cloud 3 Create the queues that you need for all types of unresolved incidents: a Name the queue, and select a queue type. b Click Save or, if you have created all your queues, click Save & Close. Enabling the External Chat Queue You need to activate the queue. 1 In the Configuration menu, open Application Appearance, and double-click Customizable Menus. o 2 in System menus, click Chat Queues. 65 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

72 Configuring Text channels Configuring Chat and in Oracle Service Cloud 3 Enable the External option for the Five9 chat queue. 4 Click Save & Close. Creating Rules to Route Chat and Rules enable you to route incidents to the appropriate queues. Before starting, review the Oracle documentation about creating and managing business rules so that you can accurately design the rules that you need. 1 In the Configuration menu, open Site Configuration, and double-click Rules. The pane on the left contains the default rules grouped into states and functions. 2 In the ribbon, click Incident and Edit. In this figure, Incident rules are selected. 66 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

73 Configuring Text channels Configuring Chat and in Oracle Service Cloud 3 Locate and double-click a rule, for example Tier 1 Assignment. For detailed instructions, refer to the Oracle documentation. 4 Edit the rule or create a copy that you can edit. 5 Configure the rule as you need. 6 In the Assign Queue menu at the bottom, select the appropriate queue. 7 Click Save. 67 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

74 Configuring Text channels Configuring Chat and in Oracle Service Cloud Assigning Custom Chat and Queues to Profiles This section describes how to select the chat and queues that you created and how to prevent your agents from having to log in twice to process chat interactions. Repeat these steps for each profile that is allowed to use the chat feature. Important You may enable only one profile for chat in your domain. 1 In the navigation pane, open Staff Management, and double-click Profiles. 2 Open a profile. 3 In the ribbon, click Permissions. 4 In the profile, click the Service tab, make these changes, and Click Save & Close: The numbers in the the first column correspond to those in the figure below the table. 1 Incident Queues Select your queues. 2 Chat Agent Permissions Click Select All but and deselect Pull Chat 3 Chat Queues Select your chat queue and, in the Pull Policy menu, Strict Priority. 4 Chat Agent Statuses Select Available - Unrestricted in the Assigned table on the right 68 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

75 Configuring Text channels Configuring Chat and in Oracle Service Cloud Enabling Chat and in User Accounts For each profile that will use the integration with Five9, you need to assign a routing rule that you created for messages. 1 In the Configuration menu, open Staff Management, and double-click Staff Accounts by Profile. 2 Select a profile, and double-click an account. 69 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

76 Configuring Text channels Configuring Chat and in Oracle Service Cloud 3 In the Profile field, select the profile to which you assigned the and chat rules. 4 Click Save & Close. Configuring the Event Handler Incoming is converted into incidents that are routed to specific queues in Oracle Service Cloud. To route incidents, you need to download, customize, and upload a PHP script to your Oracle Service Cloud application. Customizing the Event Handler Follow these steps. 1 Download the configuration file from the CRM Integrations page of your VCC account. 2 Customize these lines: Property Lines Description TENANT_NAME 19 VCC domain name. Example define('tenant_name', 'yourdomainname'); 70 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

77 Configuring Text channels Configuring Chat and in Oracle Service Cloud Property Lines Description ENDPOINT_URL 20 URL to the host of the SCC server. Example define('endpoint_url', ' yourdomain.com/'); QUEUES 21 Incident queues that correspond to the skills configured in the Five9 VCC. Example define('queues', serialize (array ('queue1', 'queue2', 'Test', 'Tier 1'))); PROFILE_TYPE 28 Method used to define the profile: 1: Use the Incident Category. 2: Use the Oracle Incident Queue name. 3: Your hard-coded profile. All incidents are assigned to the hard-coded profile. Example define('profile_type', 1); HARDCODED_PROFILE 29 Name of hard-coded profile. Example define('hardcoded_profile', 'sales'); IGNORE_NEW_ SOLVED_INCIDENTS 34 Whether to ignore new incidents that have the Solved status: 1: Ignore 0: Do not ignore Example define('ignore_new_solved_ INCIDENTS', 1); DEBUG_TO_INCIDENT 40 Whether to attach a log file to the incident. 1: Enabled. The log file is visible to all. 0: Disabled. Example define('debug_to_incident', 0); CURL_TIMEOUT 43 Number of seconds after which the HTTP request for the new incident is terminated. To prevent the request from being permanently blocked, for example by a firewall, the request is terminated after the time-out. Example define('curl_timeout', 90); 71 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

78 Configuring Text channels Configuring Chat and in Oracle Service Cloud Property Lines Description HTTP header 149 Authorization: Basic 1 Concatenate the user name and password of a Text Channel Console administrator user: {tenant_name}/{user_name}:{password} 2 Encode the string in base Add to the header. Example 'Authorization: Basic aw5db250ywn0vlfhcgk6su5uati5ntyjiw==' Uploading the Event Handler You must have administrative rights. 1 In the Configuration menu, double-click Process Designer. 2 In the ribbon, click New to add an object event handler. 72 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

79 Configuring Text channels Configuring Chat and in Oracle Service Cloud a b c d In the Procedure Name field, name the event handler, for example: HandlerCreate. In the PHP Code File field, upload your file. Enable Execute Asynchronously. Click Test. The content of the PHP file appears in the field below. 3 Click Save. Enabling the Event Handler 1 In the Process Model by Object menu, open the Oracle icon, and click Incident. 73 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

80 Configuring Text channels Configuring Chat and in the Five9 Text Channel Console 2 In the main panel, select your interface, select Create > HandlerCreate. 3 In the ribbon, click Deploy. Configuring Chat and in the Five9 Text Channel Console To link your Oracle account with the Five9 integration, add your interface URL to the Text Channel Console. Adding the End Point for Incidents Adding the End Point for Chat Incidents Selecting a Disposition for Chat and Incidents Adding the End Point for Incidents Add the secure URL of your Oracle instance. 1 Log into the Text Channel console. 2 In the landing page of your tenant, click RightNow. 3 Enter the endpoint for the service in this format: Example soap?wsdl=typed 74 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

81 Configuring Text channels Configuring Chat and in the Five9 Text Channel Console 4 Enter the user name and password defined in the profile that will be used to access the end point in Oracle Service Cloud. 5 Click Add and Save. Adding the End Point for Chat Incidents Add the secure URL of Oracle Service Cloud. 1 Under the Profiles tab, click the arrow at the far right, and select RightNow Chat. 2 Enable RightNow Chat. 75 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

82 Configuring Text channels Configuring Chat and in the Five9 Text Channel Console 3 Complete the fields: End point App id Username Password Endpoint for the chat service in this format: cgi-bin/<oracle_interface_name>.cfg/services/chat_ soap?wsdl Example five cfg/services/chat_soap?wsdl Enter Five9_RN_CHAT. Oracle Service Cloud user name for the chat API. Oracle Service Cloud password for the chat API. 4 Click Add and Save. 5 Click the Information sub-tab. 6 Select the group or queue that will be used for chat. 7 Click Save. 76 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide

83 Configuring Text channels Troubleshooting Chat and Selecting a Disposition for Chat and Incidents This disposition will be used for chat and incidents. 1 Click Edit Tenant Configuration. 2 Click the Disposition tab. 3 In the left column, locate and click the disposition for chat and incidents. 4 In the main panel, select Close Item in the menu. Troubleshooting Chat and Chat Chat Resolved incidents after the chat. After chats are completed, new incidents are created with the chat transcript and routed to agents. The state of the incident is Solved. For more information, see Creating incidents from chat sessions in the Oracle documentation. No chat invitations. If agent do not receive chat invitations, follow these steps: 1 To find out where chats are created and what queues and agents are active, see the Current Chat Queue Statistics report: 77 Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide