Five9 Adapter for Oracle

Transcription

1 Cloud Contact Center Software Five9 Adapter for Oracle Administrator s Guide July 2017 This guide describes how to configure the integration between Five9 and the Oracle Service Cloud, previously know as RightNow, 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 2017 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 Adapter for Oracle Administrator s Guide

3 Contents What s New... iv Chapter 1 About the Five9 Adapter for Oracle...1 Integration Overview... 1 Installation and Configuration Overview... 3 Chapter 2 Installing the Five9 Adapter for Oracle... 4 Installing the Five9 Adapter... 4 Using the Adapter... 7 Starting the Adapter Manually... 7 Stopping the Adapter... 8 Defining Log Settings... 8 Five9 CTI Web Services... 8 Oracle Logs... 9 Removing the Adapter... 9 Upgrading Your Integration Chapter 3 Configuring the Oracle Service Cloud Uploading the ZIP File into the Oracle Service Cloud Configuring User Roles in the Oracle Service Cloud Enabling API Access in Profiles Configuring the Event Handler Customizing the Event Handler Uploading the Event Handler Enabling the Event Handler Creating Queues and Users Adding the Click-to-Dial Option to Work Spaces Editing Five9.RightNow.Installer.dll Modifying Agent Statuses for Chat Chapter 4 Configuring the Five9 VCC Application Campaigns Dialing Lists Users and Skill Groups Call Variables End Point Connection for the Oracle Server iii Five9 Adapter for Oracle Administrator s Guide

4 What s New Chapter 3 This table lists the changes made in the last releases of this document: Release Changes July 2017 April 2015 October 2014 September 2014 Added an important note about PSTN station. Re-branded the guide from RightNow to Oracle Service Cloud. Added these sections: Upgrading Your Integration Modifying Agent Statuses for Chat Added the Dialing Lists section about formatting phone numbers correctly for the E.164 format. Added support for chat sessions. For more information, see Users and Skill Groups. Added a migration section. Updated step 1 of the Integration Overview. Added support. Added a section about removing the adapter: Removing the Adapter. August 2014 Added design and planning flowcharts in Chapter 1. Changed the name of the Five9 file that you upload to Five9.RightNow.Installer.dll. Added support for incidents. For more information, see Configuring the Event Handler. Added three properties to support incidents: InteractionPopupTimeoutSec, SccPortNumber, and UseConfigForSccLogin. Added a new group of Call Variables (CAV) for Oracle in the VCC. Added a phone icon to work spaces. For more information, see Adding the Click-to-Dial Option to Work Spaces. November 2013 Initial release. iv Five9 Adapter for Oracle Administrator s Guide

5 Chapter 1 About the Five9 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 with across media channels, such as voice, chat, and . Integration Overview The integration provides the Five9 Media bar inside the Oracle CRM application. The toolbar supports the standard features for all types of calls, voic , and . 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 next available 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 Adapter for Oracle Administrator s Guide

6 About the Five9 Adapter for Oracle Integration Overview 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 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 an message, agents can be interrupted by a chat or phone call. During a phone call, agents cannot receive new messages. However, they can continue to work on the incidents already assigned to them. Five9 uses the ACD to route the call or text incident to the next available Oracle agent. The ACD assigns incidents in this order: First in, first out (FIFO): Incidents are assigned in the order in which they arrive. Longest waiting agent (round robin): The agent who has been waiting the longest is assigned the next case. Text channels are assigned by using this method. 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 Adapter for Oracle Administrator s Guide

7 About the Five9 Adapter for Oracle Installation and Configuration Overview Installation and Configuration Overview This figure summarizes how to install the components and configure the integration. Note To reach the sections described in this guide, click the gray icons. Oracle Five9 Installation Five9 Adapter for Oracle Required Configuration Oracle Service Cloud Admin console Upload Five9.RightNow.Installer.dll User roles API access Business needs: queues and users. Complete VCC configuration *** Campaigns Skill groups and users Call variables End point connection Optional Customization Five9.RightNow.Installer.dll After installing the Five9 component, you upload to your Oracle application a file that enables you to configure in Oracle the user profiles that should have access the Oracle application and to the API. To meet your business requirements, configure in Oracle and in the Five9 VCC the queues, users, and any other feature that you will need. 3 Five9 Adapter for Oracle Administrator s Guide

8 Chapter 2 Installing the Five9 Adapter for Oracle This chapter describes how to install the Five9 Adapter for Oracle and integrate the adapter in your existing Oracle implementation. Installing the Five9 Adapter Using the Adapter Removing the Adapter Upgrading Your Integration Installing the Five9 Adapter The installation package for the Five9 Adapter for Oracle contains the adapter and the CTI Web Services: Five9 CTI Web Services: This component, which is configured to start automatically when you start your computer, controls the softphone and communicates with Five9. Five9 Media Bar: The toolbar is a softphone integrated in the Oracle application that enables agents to perform all types of call functions, to add comments to records, and to use campaign features. 1 Log into your Five9 account. 2 Click CRM Integrations. 4 Five9 Adapter for Oracle Administrator s Guide

9 Installing the Five9 Adapter for Oracle Installing the Five9 Adapter 3 Click Five9 Adapter for Oracle. The instructions appear. 4 Follow steps 1 and 2. 5 When you are ready to install the adapter, click Five9 Adapter for Oracle. 5 Five9 Adapter for Oracle Administrator s Guide

10 Installing the Five9 Adapter for Oracle Installing the Five9 Adapter 6 Click OK. You may also choose to first save the file. 7 To install the Five9 Adapter for Oracle, click Run. 8 To install the Five9 CTI Web Services, click Run. Once the installation is complete, you see the Five9 icon in the system tray at the bottom of your screen. For information about using the adapter, see the Agent s Guide. 6 Five9 Adapter for Oracle Administrator s Guide

11 Installing the Five9 Adapter for Oracle Using the Adapter 9 Download and save the PHP script. For information about using the script, see Configuring the Event Handler. Using the Adapter By default, the CTI Web Services starts automatically when you start your computer. In this case, you see the Five9 logo in the system tray. You must have an Internet connection to start and use the CTI Web Services. Starting the Adapter Manually If the CTI Web Services cannot start automatically, you see this error message. To start the CTI Web Services manually, click Start > All Programs > Five9 > Five9 CTI Web Services. 7 Five9 Adapter for Oracle Administrator s Guide

12 Installing the Five9 Adapter for Oracle Using the Adapter Stopping the Adapter To stop the CTI Web Services, right-click the Five9 icon in the system tray and choose Exit. Defining Log Settings The logs may be requested by Customer Support to troubleshoot issues with the Five9 CTI Web Services. Five9 CTI Web Services These log settings apply to the Five9 CTI Web Services. 1 Right-click the icon in the system tray, and select Logging. 2 Select your options: 8 Five9 Adapter for Oracle Administrator s Guide

13 Installing the Five9 Adapter for Oracle Removing the Adapter Log level: types of messages to log. Except when troubleshooting, use the Low, errors only setting. Logs directory: location for the generated log files. By default, the logs are located in %appdata%\roaming\five9\logs. 3 Click OK. Oracle Logs You may access two types of logs: Oracle Add-In logs: %appdata%\five9\rightnow\ Oracle logs: %appdata%\rightnow_technologies\<interface>\logs Removing the Adapter If you need to completely remove the adapter, follow these steps. Warning Use this procedure only if directed to do so by your administrator. Do not use this procedure to update your adapter. 1 Stop the adapter. 2 Remove the integration: a Click Start > All Programs > Five9 > Uninstall Five9 Integrations Components. 9 Five9 Adapter for Oracle Administrator s Guide

14 Installing the Five9 Adapter for Oracle Removing the Adapter The integration components window appears. b c Click Yes. When done, click Finish. 3 Navigate to <user name>\appdata\roaming. 4 Delete the Five9 folder completely. Note You may need to reboot before being able to delete this folder. 10 Five9 Adapter for Oracle Administrator s Guide

15 Installing the Five9 Adapter for Oracle Removing the Adapter 5 Locate the Java Control Panel. The location of the panel depends on your platform and on the Java version installed on your computer. The steps below apply to Java 7 Update 40 (7u40) and later versions on Windows. If you use a lower Java version or the Mac platform, click one of these links: Windows or Mac. 6 Click Start > All Programs > Java > Configure Java. 7 On the General tab of the Java Control Panel, click View at the bottom. 11 Five9 Adapter for Oracle Administrator s Guide

16 Installing the Five9 Adapter for Oracle Removing the Adapter 8 In the Java Cache Viewer, highlight the two components, and click the red X or Delete on your keyboard. 9 In the Show menu, select Resources. 10 Select (CTRL-A) and delete all resources. 12 Five9 Adapter for Oracle Administrator s Guide

17 Installing the Five9 Adapter for Oracle Upgrading Your Integration Upgrading Your Integration 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. 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. 13 Five9 Adapter for Oracle Administrator s Guide

18 Chapter 3 Configuring the Oracle Service Cloud This chapter describes the steps that you must perform in the Oracle Service Cloud. Uploading the ZIP File into the Oracle Service Cloud Configuring User Roles in the Oracle Service Cloud Enabling API Access in Profiles Configuring the Event Handler Creating Queues and Users Adding the Click-to-Dial Option to Work Spaces Editing Five9.RightNow.Installer.dll Modifying Agent Statuses for Chat Uploading the ZIP File into the Oracle Service Cloud The ZIP file was installed on your computer when you downloaded the Five9 Adapter for Oracle. To locate the Five9 ZIP file, you must show the hidden files of your computer. 1 In the navigation pane, click Configuration. 2 Open Site Configuration, and double-click Add-In Manager. 14 Five9 Adapter for Oracle Administrator s Guide

19 Configuring the Oracle Service Cloud Configuring User Roles in the Oracle Service Cloud 3 In the ribbon, click New. 4 Locate Five9.RightNow.Installer.zip in the Five9 folder of your default Windows user ID directory. The archive contains Five9.RightNow.Installer.dll. Windows XP: %appdata%\five9\ual\five9.rightnow.cti jar Windows 7, 8, and Vista: %appdata%\five9\ual\five9.rightnow.cti jar 5 In the archive, select and open Five9.RightNow.Installer.dll. 6 Click Save. Configuring User Roles in the Oracle Service Cloud You must enable the roles that should have access to the Oracle application, starting with the administrator s role. 1 Select Five9.RightNow.Installer.dll. 15 Five9 Adapter for Oracle Administrator s Guide

20 Configuring the Oracle Service Cloud Enabling API Access in Profiles 2 In the ribbon, click Profile Access. 3 In the list of Profiles Allowed to Access, select Admin, and check your interface. 4 Repeat step 3 for each profile that you want to enable for the Five9 integration. 5 When done with all profiles, click Save & Close. Enabling API Access in Profiles This section enables you to set the API to display a dialog box of either the contact or the incident. If either option is not checked, an error message appears instead of the dialog box. 1 In the navigation pane, open Staff Management, and double-click Profiles. 16 Five9 Adapter for Oracle Administrator s Guide

21 Configuring the Oracle Service Cloud Enabling API Access in Profiles 2 In the list of profiles, double-click a profile enabled in the previous section. 3 In the ribbon, click Permissions. 4 Select the Administration tab. 5 In the Public SOAP API section, ensure that Account Authentication and Session Authentication are checked. 6 Click Save & Close. 7 Repeat steps 2 6 for each profile that you enabled in the previous section. 17 Five9 Adapter for Oracle Administrator s Guide

22 Configuring the Oracle Service Cloud Configuring the Event Handler Configuring the Event Handler To route messages converted into incidents to specific queues, you need to download, customize, and upload a PHP file to your Oracle application. Customizing the Event Handler Follow these steps. 1 Download the configuration file from the CRM Integrations page of your VCC account or from this link: HandlerCreate.php.txt 2 Customize these lines: Property Lines Description TENANT_NAME 15 and 115 Enter your domain name. PROFILE_TYPE 21 Method used to define the profile: 1: Use the Incident Category. 2: Use the Oracle Incident Queue name. 3: Hardcoded profile. All incidents are assigned to the hardcoded profile. HARDCODED_PROFILE 22 Name of hardcoded profile if PROFILE_TYPE = 3, for example: sales. HTTP header 120 Authorization: Basic Concatenate the user name and password of an Oracle administrator user, encode the string in base 64, and add to the header. Uploading the Event Handler 1 In the Configuration menu, locate and open the Process Designer. 18 Five9 Adapter for Oracle Administrator s Guide

23 Configuring the Oracle Service Cloud Configuring the Event Handler 2 In the ribbon, click New to add an object event handler. a b c d e 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. Click Save. 19 Five9 Adapter for Oracle Administrator s Guide

24 Configuring the Oracle Service Cloud Creating Queues and Users Enabling the Event Handler 1 In the Process Model by Object menu, open the Oracle icon, and click Incident. 2 In your interface, select Create > HandlerCreate. 3 in the ribbon, click Deploy. Creating Queues and Users To ensure that all data flows seamlessly between Oracle and Five9, ensure that the names of your skill groups and users that you create in Five9 are the same as the Oracle queues and users. For information about creating the queues, users, and other Oracle features that your business requires, refer to the Oracle documentation. 20 Five9 Adapter for Oracle Administrator s Guide

25 Configuring the Oracle Service Cloud Adding the Click-to-Dial Option to Work Spaces Adding the Click-to-Dial Option to Work Spaces This section is optional. In addition to the standard phone menu, you can add to many pages a button that agents can click instead of having to dial manually. You can add the option in multiple locations. 1 In the Configuration menu, open Application Appearance. 2 Open Workspaces or Workspaces/Workflows. 3 Open a template. 4 In the ribbon, select Insert Control. 5 In the Workspace Add-Ins section, drag Five9 Click-to-dial Phone Control to your work space. 6 Save and close the template. Editing Five9.RightNow.Installer.dll This section is optional. 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.Installer.dll and Profile Access. The Server Configuration Properties appear at the bottom right of the window. 21 Five9 Adapter for Oracle Administrator s Guide

26 Configuring the Oracle Service Cloud Editing Five9.RightNow.Installer.dll 3 To edit a default profile setting, double-click the value. Field names are case sensitive. Property Name Default Value Description ContactIDFields CreateNewContact IfNotFound DefaultLogoutRea sononexit Call.Number, Customer.Number1 Enabled End Shift Five9 contact fields or call variables used to search for a contact record. If enabled, a new contact record appears if no match is found. Reason code used if the Oracle application is closed without logging out of Five9. EnableStatistics Disabled Requires customization by Professional Services. Enables you to view the skill ACD queue information, status of other agents, and agent call statistics from the More menu. Disabled: Statistics obtained through the bridge. Enabled: Statistics obtained from F9SG_Url. 22 Five9 Adapter for Oracle Administrator s Guide

27 Configuring the Oracle Service Cloud Modifying Agent Statuses for Chat Property Name Default Value Description F9SG_Url IncidentIDFields URL to Statistics Server Custom.IncidentI d,customer.incid entid URL to the Statistics server. Do not change this value unless instructed by Professional Services. Fields used to search for an incident record, which can be Five9 contact fields or call variables. InteractionPopup TimeoutSec 60 Time-out in seconds for the pop-up window for incoming or other incident. Does not apply to the popup window that appears for incoming call. SccPortNumber 8091 Port number for the text channel server. UseConfigForSccL ogin Enabled Method to use to log into the text channel server: Enabled: Use the configuration file %appdata%\five9\ual\five9.r ightnow.cti jar\Five9CTI.SoCoC are.dll.config. Disabled: Use the VCC credentials. 4 After entering each value, press Enter, and when done with the properties, click Save & Close. Modifying Agent Statuses for Chat This section enables you to prevent your agents from having to log in again to process chat interactions after they have logged into the Five9 toolbar for the first time. Repeat these steps for each profile that is allowed to use the chat feature. 1 In the navigation pane, open Staff Management, and double-click Profiles. 23 Five9 Adapter for Oracle Administrator s Guide

28 Configuring the Oracle Service Cloud Modifying Agent Statuses for Chat 2 In the list of profiles, double-click a profile. 3 In the ribbon, click Permissions. 4 Click the Service tab. 5 Scroll to the Chat Agent Statuses section at the bottom. 24 Five9 Adapter for Oracle Administrator s Guide

29 Configuring the Oracle Service Cloud Modifying Agent Statuses for Chat 6 In the Assigned table on the right, select Unavailable - Unqualified. 7 Click Save. 25 Five9 Adapter for Oracle Administrator s Guide

30 Chapter 4 Configuring the Five9 VCC Application This chapter describes the steps that you must perform in the Five9 VCC application. Campaigns Dialing Lists Users and Skill Groups Call Variables End Point Connection for the Oracle Server All custom fields and variables support the UK and Euro currencies. Campaigns When creating campaigns, be sure to use the queues configured in Oracle for incidents. 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. Dialing Lists 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. 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 26 Five9 Adapter for Oracle Administrator s Guide

31 Configuring the Five9 VCC Application Users and Skill Groups 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. Users and Skill Groups When creating users and skill groups, be sure that the names are identical to those that exist in Oracle for users and queues. To allow your agents to use the Five9 and chat features, create a user profile and apply it to your agents properties. Important To use the and chat features, you must have the 2014 server version, and your account must be enabled. For more information, see your Five9 representative. If you do not want to use the Five9 chat feature, use another server version. The version installed first takes priority. Each version supports only one toolbar. PSTN station 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. 1 In the Media Type tab, enable chat and Five9 Adapter for Oracle Administrator s Guide

32 Configuring the Five9 VCC Application Users and Skill Groups 2 Allow a number of simultaneous cases for each text channel. 3 In the Skills tab, add the name of one or more queues that you plan to use for and chat. 4 Click Save. 5 In the user s properties, assign this profile to each user who should use and chat. 28 Five9 Adapter for Oracle Administrator s Guide

33 Configuring the Five9 VCC Application Call Variables 6 Click Apply and Save. Call Variables Call variables apply to phone calls only. Variables are used by the system to find for agents the most appropriate call and record information. To enhance the search, name a call variable group RightNow, and add the variables that you need, for example: RightNow.IncidentId. 29 Five9 Adapter for Oracle Administrator s Guide

34 Configuring the Five9 VCC Application End Point Connection for the Oracle Server End Point Connection for the Oracle Server To ensure that the Five9 and Oracle APIs can communicate, you need to set the end point connection in the SCC administration console. In the console, you need to provide this information: End point Username Password myinterface.cfg/services/soap Host example: myinterface.rightnow.com User name provided by Five9 in the format <tenantname>\<adminusername>, for example: five9\username. Password provided by Five9. 1 Log into the SCC administration console. 2 Select RightNow at the top. 3 Enter the end point, user name, and password, and click Save. 30 Five9 Adapter for Oracle Administrator s Guide