Avaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management

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1 Avaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management August 2010

2 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Trademarks Avaya, the Avaya logo, and Aura are trademarks of Avaya Inc. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site:

3 Table of Contents Avaya Aura Agent Desktop Knowledge Plug in Installation...4 Installation Prerequisites...4 Beginning the Installation...4 Configuring salesforce.com Knowledge Data Categories...8 Configuring the Avaya Aura Agent Desktop

4 Avaya Aura Agent Desktop Knowledge Plug in Installation This document will provide qualified Avaya associates and partners with the guidance to install and configure the Avaya Aura Agent Desktop Knowledge Plug ins for Salesforce.com. Aim The aim of the Avaya Aura Agent Desktop Knowledge Plug in is to improve customer experience and empower agents, by integrating salesforce.com Knowledge searches with CCAD (Contact Center Agent Desktop). Once plug in installation and CCAD configuration are complete, as outlined in this document, the following process will be possible. A call is answered in CCAD, which triggers a request to the Avaya Aura Agent Desktop Knowledge Plug in. The Avaya Aura Agent Desktop Knowledge Plug in performs a salesforce.com knowledge search using the agents skill set. The Avaya Aura Agent Desktop Knowledge Plug in directs the CCAD embedded browser to the relevant Knowledge search results. The search uses agent skill sets, to either filter results by a category, a category maps to the agent skill set, or to search Knowledge for references to the skill set. Scope This document covers the installation of the Avaya Aura Agent Desktop Knowledge Plug in for salesforce.com and the configuration of Avaya Aura CCAD for use with this plug in. Users will be shown how to install the plug in on their salesforce.com platform and how to configure CCAD to connect to the plug in. References Avaya Aura Contact Center 6.0 Server Administration Guide Configuration CCT Intrinsics Installation Prerequisites This document assumes that Avaya Aura Contact Center 6.0 has been installed and configured correctly before installation and configuration of the Salesforce.com Knowledge Plug in, for use with salesforce.com Knowledge. The document also assumes that the user is able to access Salesforce.com Knowledge and has valid account details. Beginning the Installation This section provides instructions for the installation of Avaya created APEX plug ins

5 Browse to the following location : https://login.salesforce.com/?starturl=%2fpackaging%2finstallpackage.apexp%3f p0%3d04ta dsov You will be taken to the Installation screen. (You will be prompted to login). Click on the Continue button. Figure 1 : Knowledge Plug in Installation Accept defaults by clicking Next in bottom right of screen

6 Figure 2 : Knowledge Plug-in Settings Choose the appropriate security level and click Next. Figure 3 : Knowledge Plug in Security Settings Select Ignore Apex test failures and click Install - 6 -

7 Installation Complete Figure 4 : Installation is Complete - 7 -

8 Configuring salesforce.com Knowledge Data Categories The plugin performs searches of Knowledge using agent skill sets. To enable searching by skill set, salesforce.com Knowledge needs to contain data categories that map to these skill sets. For example, if an agent has a skill set IT, this will search for articles in Knowledge under the IT category. The IT category in this scenario would have to be defined on the salesforce.com platform by a person with privileges to create Data Categories. Users are advised to refer to their salesforce.com account for existing Data Categories or to create new Data Categories for use with this plugin. Configuring the Avaya Aura Agent Desktop This section details the steps necessary to configure an embedded Saleforce.com screen pop within the Avaya Aura Agent Desktop. It is recommended that the user is familiar with this desktop feature, which is documented in the Avaya Aura Contact Center 6.0 Server Administration Guide Configuration CCT Intrinsics. The Knowledge plug in for Saleforce.com allows searching of salesforce.com Knowledge via CCAD. Searches can be conducted using agent skill sets or search term based on a skill set. The results of the knowledge search will be displayed in the embedded CCAD browser. Users will need to configure the CCADIntrinsicSettings.XML file as follows. Note: The below section refers to the following variables that need to be provided by end users while configuring the CCADIntrinsicSettings.XML file. <salesforce.com base url> This is the base salesforce url seen after logging into your salesforce account, e.g. https://qa3.salesforce.com. <user defined category group> Category groups are defined by salesforce.com users. The <ApplicationShortcut> below demonstrates required configuration for a Knowledge search using a search term variable which will be the agents skill set. <ApplicationShortcut> <Name>SalesForce Lookup</Name> <Path><salesforce.com base url>/apex/knowledgesearch?search=%value%</path> <ForceLaunch>true</ForceLaunch> </ApplicationShortcut> <IntrinsicDetails> <Name>Skillset</Name> <FriendlyName>Skillset</FriendlyName> <Display>true</Display> <ForceLaunchIntrinsic>false</ForceLaunchIntrinsic> </IntrinsicDetails> - 8 -

9 The <ApplicationShortcut> below demonstrates required configuration for a Knowledge search by category. This search will return all Knowledge articles in the given category (the category maps to the agents skill set. <ApplicationShortcut> <Name>SalesForce Lookup</Name> <Path><salesforce.com base url>/apex/knowledgesearch?search=&ct_<user defined category group>=%value%</path> <ForceLaunch>true</ForceLaunch> </ApplicationShortcut> <IntrinsicDetails> <Name>Skillset</Name> <FriendlyName>Skillset</FriendlyName> <Display>true</Display> <ForceLaunchIntrinsic>false</ForceLaunchIntrinsic> </IntrinsicDetails> Below is an example of a URL that could be used to search Knowledge. The search would be conducted on the iphone category, which is a category in the Product Category Group. The ct_ prefix is required for correct operation. https://www.salesforce.com/apex/knowledgesearch?search=&ct_product=iphone The screenshot below shows the results of a salesforce.com Knowledge search in the embedded CCAD browser. In this instance the agents skill set was ipad, as highlighted in the Search text box

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