Gplus Adapter 8.0. For Microsoft Dynamics CRM. User s Guide

Transcription

1 Gplus Adapter 8.0 For Microsoft Dynamics CRM User s Guide

2 The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. Copyright Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys is the world's leading provider of customer service and contact software - with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today's customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service - and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees. Go to for more information. Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative. Notice Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc. cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions. Your Responsibility for Your System s Security You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products. Trademarks Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders Genesys Telecommunications Laboratories, Inc. All rights reserved. The Crystal monospace font is used by permission of Software Renovation Corporation, Technical Support from VARs If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support. Ordering and Licensing Information Complete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide. Released by: Genesys Telecommunications Laboratories, Inc. Document Version: 80gp_us_msCRM_ _v

3 Table of Contents Preface... 7 Intended Audience... 7 Chapter Summaries... 8 Document Conventions... 8 Document Version Number... 9 Type Styles... 9 Monospace... 9 Correction of Errors in Screen Captures Use of Square Brackets Use of Angle Brackets Related Resources Genesys Resources Microsoft Resources Contacting Genesys Technical Support Making Comments on This Document Chapter 1 About the Gplus Adapter for Microsoft Dynamics CRM The Gplus Adapter Server Component Chapter 2 Accessing the Gplus Adapter for Microsoft Dynamics CRM Signing In to the Gplus Adapter Signing Out of the Gplus Adapter Viewing Agent State Setting and Changing Agent Availability All Media Types Going Ready on All Media Types Going Not Ready on All Media Types Individual Media Type Going Ready on an Individual Media Type Going Not Ready on an Individual Media Type Performing After Call Work Chapter 3 Softphone Overview Media Control Overview For Microsoft Dynamics CRM User s Guide 3

4 Softphone Controls Media Status Indicators Agent State Indicators Shortcut Keys Chapter 4 Phone Control Receiving a Call Making a Call Holding/Retrieving a Call Hanging Up a Call Transferring a Call Conferencing Alternating Between Calls Chapter 5 Outbound Controls Getting the Next Record Auto Selection Mode Manual Selection Mode Rejecting a Record Canceling a Record Individual Record Record Chain Marking a Record as Do Not Call Individual Record Record Chain Rescheduling a Record Personal Callback Campaign Callback Dialing a Record Marking a Record as Done Transferring or Conferencing a Record Chapter 6 Multi Media Control Accepting an Interaction Rejecting an Interaction Complete Handling Chapter 7 Use-Case Scenarios Scenario 1: Sign In/Answer/Release Scenario 2: Make Call/Hang Up/Perform After Call Work Scenario 3: Sign In/Answer/Transfer /Gplus Adapter 8.0

5 Scenario 4: Sign In/Answer/Consult Scenario 5: Responding to an Interaction Scenario 6: Preview Outbound Record/Reject Scenario 7: Preview Outbound Record/ Dial Scenario 8: Receive Predictive Record/Reschedule Scenario 9: Receive Predictive Record/Do Not Call Chain Chapter 8 Client Problem Reporting Creating a Client Problem Report Appendix A Administrative Options...89 Refresh CRM Metadata Resync with CME For Microsoft Dynamics CRM User s Guide 5

6 For Microsoft Dynamics CRM User s Guide 6

7 Preface Welcome to the Gplus Adapter for Microsoft Dynamics CRM User's Guide. This guide provides step-by-step instructions for performing common contact center tasks using the Gplus Adapter for Microsoft Dynamics CRM. Please use this guide in conjunction with the Genesys production documentation found on the Documentation Library CD. This chapter provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information: Intended Audience Chapter Summaries Document Conventions Related Resources Contacting Genesys Technical Supportt Making Comments on This Document Intended Audience This guide is primarily intended for Gplus Adapter end users. This group includes contact center managers, system administrators, supervisors, and agents. This guide may also be helpful to: Genesys customers who have purchased the Gplus Adapter and want to become familiar with the delivered solution. System Integrators (SIs) deploying the Gplus Adapter at customer sites. Value-added resellers (VARs). Those using the Gplus Adapter for contact center pilot projects. Customers where Gplus Adapters will be used on a divisional or departmental basis The guide assumes that you have a basic understanding of: Computer-telephony integration (CTI) concepts, processes, terminology, and applications. Network design and operation. Your own network configurations. For Microsoft Dynamics CRM User s Guide 7

8 Preface Chapter Summaries You should also be familiar with: Internet Explorer 8.0 or higher Other internet browsers such as Chrome, Firefox, Opera, etc or versions of Internet Explorer lower than 8 are not supported! Genesys Framework Microsoft Dynamics CRM 2011 Genesys Enterprise and Media Routing Genesys Open Media Genesys Outbound Contact Server IIS 7.0 Administration Chapter Summaries In addition to this preface, this guide contains these additional chapters and appendixes: Preface beginning on page 7, introduces standard principles and conventions related to this document. Chapter 1, About the Gplus Adapter for Microsoft Dynamics CRM beginning on page 13, provides a general overview of the Gplus Adapter and the Microsoft Dynamics CRM GUI with which it is integrated. Chapter 2, Accessing the Gplus Adapter for Microsoft Dynamics CRM beginning on page 15, examines how to access the Adapter component through the Microsoft Dynamics CRM GUI and how to manage agent state. Chapter 3, Softphone Overview beginning on page 25, provides a general overview of the media control section provided by the Gplus Adapter Chapter 4, Phone Control beginning on page 33, describes how to use the features and functionality of the Adapter to perform basic telephony functions. Chapter 5, Outbound Controls beginning on page 47, describes how to use the features and functionality of the Adapter to manage outbound records. Chapter 6, Multi Media Control beginning on page 59, describes how to use the features and functionality of the Adapter to perform basic multi media functions. Chapter 7, Use-Case Scenarios beginning on page 63, includes specific examples of how to use the Gplus Adapter to perform simple and advanced contact center functions. Chapter 8, Client Problem Reporting" beginning on page 85, describes how to use Client Problem reporter feature. Appendix A: Administrative Options beginning on page 89, outlines the additional features and functionality which are available to users with administrative privileges Document Conventions This document uses some stylistic and typographical conventions with which you might want to familiarize yourself. 8 /Gplus Adapter 8.0

9 Preface Document Conventions Document Version Number A document version number appears at the bottom of the inside front cover of this guide. Version numbers change as new information is added to this guide. Here is a sample version number: 72gp_us_msCRM_ _v You will need this number when you are talking with Genesys Technical Support about this product. Type Styles Italic In this document italic is used: When a term is being defined. Example A customary and usual practice is one that is widely accepted and used within a particular industry or profession. For emphasis. For example, Do not use this value for this option. For variables, for example, x +1 = 7 where x stands for... Monospace A monospace font, which is shown in the following examples, is used for: All programming identifiers and GUI elements. This convention includes the names of directories, files, folders, paths, scripts, dialog boxes, options, fields, text and list boxes, all buttons including radio buttons, check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples. Examples Select the Show variables on screen check box. Click the Summation button. On the Properties dialog box, enter the value for the host server in your environment. In the Operand text box, enter your formula. Click OK to exit the Properties dialog box. The following table presents the complete set of error messages T-Server distributes in EventError events. If you select true for the inbound-bsns-calls option, all established inbound calls on a local agent are considered business calls. For any text the user must manually enter during a configuration or installation procedure: Example Enter exit at the command line. For Microsoft Dynamics CRM User s Guide 9

10 Preface Related Resources Correction of Errors in Screen Captures Screen captures taken from the product GUI (graphical user interface) and used in this document may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors. Use of Square Brackets In any logical arguments, commands, and programming syntax presented in this document, square brackets are used to indicate that a particular parametric value is optional. That is, the value is not required to resolve a command, argument, or programming syntax. The customer/user decides whether to supply a value and what that value is. Here is a sample: smcp_server -host [/flags] Use of Angle Brackets Angle brackets are used to indicate that a value in a logical argument, command, or programming syntax is required, but that the user must supply the data for the value. Because the value is specific to an individual enterprise for example, DNs or port numbers the program cannot predict (that is, program in) what the value is. Here is a sample: smcp_server -host <confighost> Related Resources Genesys Resources Consult these additional Genesys resources as necessary: The Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide, which introduces concepts and terminology for this product, overviews product architecture, and describes system requirements and how to install and configure this product. The Genesys Technical Publications Glossary, which ships on the Genesys Documentation Library CD and which provides a comprehensive list of the Genesys and CTI terminology and acronyms used in this document. The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at Information on supported hardware and third-party software is available on the Genesys Technical Support website in the following documents: Genesys Supported Operating Systems and Databases Genesys Supported Media Interfaces Genesys product documentation is available on the: Genesys Technical Support website at 10 /Gplus Adapter 8.0

11 Preface Contacting Genesys Technical Support Genesys Documentation Library CD, which you can order by from Genesys Order Management at Microsoft Resources Microsoft provides extensive documentation for the Microsoft Dynamics CRM 2011 product, both on the installation media and within the Microsoft CRM Help system. Documentation for the Microsoft CRM 2011 product is available in Adobe Acrobat format (.pdf) and in Microsoft Word format (.doc) on the Microsoft CRM Documentation CD. The Microsoft Business Solutions CRM Getting Started Guide is also available within the Microsoft CRM Help system. The Help system also provides a tutorial on Microsoft CRM. Contacting Genesys Technical Support If you have purchased support directly from Genesys, contact Genesys Technical Support at the regional numbers below. Note: The following contact information was correct at time of publication. For the most up-to-date contact information, see the Contact Information on the Tech Support website. Before contacting technical support, refer to the Genesys Technical Support Guide for complete contact information and procedures. Genesys Technical Support Contact Information Region Telephone North America and Latin America (toll-free) support@genesyslab.com Europe, Middle East, and Africa +44-(0) support@genesyslab.co.uk Asia Pacific support@genesyslab.com.au Malaysia India (toll-free) (toll-free) (International) support@genesyslab.com.au support@genesyslab.com.au Japan support@genesyslab.co.jp For Microsoft Dynamics CRM User s Guide 11

12 Preface Making Comments on This Document Making Comments on This Document If you especially like or dislike anything about this document, please feel free to your comments to You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document. Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical Support if you have suggestions about the product itself. When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, withut incurring any obligation to you. 12 /Gplus Adapter 8.0

13 Chapter 1 About the Gplus Adapter for Microsoft Dynamics CRM This chapter provides a brief overview of the components of the Gplus Adapter for Microsoft Dynamics CRM. The Gplus Adapter Server Component The Gplus Adapter Server Component The Gplus Adapter 8.0 for Microsoft Dynamics CRM provides integrated management of communication channels. The Adapter works embedded within Microsoft Dynamics CRM 2011, enabling the adapter to share customer data and statistics with MS CRM. The Gplus Adapter combines Microsoft technology with Genesys technology to provide a seamless exchange of information between the customer and agent that improves customer relationships and data management across all communications, such as receiving a contact, confirming customer data, discussing sales or service information, and follow up activities associated with the contact. The Gplus Adapter Server component is accessible through the Microsoft Dynamics CRM 2011 window and provides the following agent contact center functionality. Initiate an outgoing phone call Acknowledge, and provide the ability to handle, an incoming phone call Monitor and manage active telephony interactions (calls that are connected, on hold, yet to be answered, and so on) Acknowledge, and provide the ability to handle, an outbound record from a Preview, Push Preview, Predictive or Progressive campaign Monitor and receive multi media interactions (fax, ) For Microsoft Dynamics CRM User s Guide 13

14 /Chapter 1: About the Gplus Adapter for Microsoft Dynamics CRM The Gplus Adapter Server Component Monitor and/or change agent status (from Ready to Not Ready with or without reason, and vice versa) Monitor and/or change agent status on an individual media basis (ready on Voice, not ready on ) Monitor and/or change Genesys status (Sign On and Sign Off capabilities) 14 /Gplus Adapter 8.0

15 Chapter 2 Accessing the Gplus Adapter for Microsoft Dynamics CRM This chapter describes how to access the Gplus Adapter for Microsoft Dynamics CRM and to manage Genesys status through the Adapter. The information in this chapter is divided among the following topics: Signing In to the Gplus Adapter Signing Out of the Gplus Adapter Viewing Agent State NOTE: The intent of this document is to outline the capabilities of the Gplus Adapter and outline how one can access and manage such capabilities. The focus of this document is not on the Microsoft CRM 2011 application. Refer to the appropriate Microsoft documentation for information regarding Microsoft CRM The following instructions assume that the Microsoft CRM 2011 application is operational and accessible to the user, and that the user is familiar with its features and functionality. For Microsoft Dynamics CRM User s Guide 15

16 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Signing In to the Gplus Adapter Signing In to the Gplus Adapter Access to the Gplus Adapter, and the subsequent underlying Genesys environment, is based on user credentials. Should a user possess the proper security role at the point of sign-in to the Microsoft CRM 2011 application, access to Gplus Adapter is granted automatically. Gplus Adapter version 8.0 supports only Internet Explorer 8 or higher! Using Gplus Adapter with Internet Explorer versions less than 8 is not supported. Note: Gplus Adapter version 8.0 can be deployed in a multi-tenant environment, but only a single tenant, the Environment tenant, is supported. The Environment tenant must be specified in the Gplus Adapter URL in order for the Gplus Adapter to operate in a multi-tenant environment. To operate the Gplus Adapter in default mode use the following URL address: host>:<mscrm port>/isv/main.aspx?tenant=environment Follow the steps outlined below to gain access to the Gplus Adapter: 1. Open an Internet Explorer 8 (or higher) browser window, enter the following URL address: Operating Gplus Adapter in default mode: host>:<mscrm port>/isv/main.aspx 2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011 administrator. An initialization icon appears as the adapter connects with the Genesys environment. Any connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the user s ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the inclusion of the softphone controls as shown in Figure 1 on the following page. Note: Users who do not possess the proper security role at sign-in will be automatically redirected to the root page of the Microsoft CRM 2011 application without warning. Refer to Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide for further details. 16 /Gplus Adapter 8.0

17 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Signing In to the Gplus Adapter Figure 1: Softphone Access At this point of the sign-in process, access has been granted to the Gplus Adapter component. However, as the gray bar above the softphone control section indicates in Figure 1, the user is not signed-in to the underlying Genesys environment. To sign into the Genesys environment and enter the mode wherein you can receive customer interactions and control your agent state, complete the following steps: 3. In the appropriate sections of the softphone control, enter the login credentials provided to you by your Genesys CME administrator. Note, if operating with enable-single-sign-on mode enabled, these sections will be preset to the values entered in Step 2. No further information is required. 4. In the Place field, enter the name of the place associated with your phone/station. 5. Click the Sign On button. Note: The Gplus Adapter will retain the username and place values entered by the agent and preset such information on any future sign-in requests. However, the agent will maintain the ability to modify the parameters accordingly. Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM window will change state, as shown in Figure 2. At this point of the sign-in process, the agent will be classified as logged into the Genesys environment, and will be reflected as such in CCPulse. The colored bar immediately above the sign-in section, which from this point forward will be referred to as the Agent Media menu bar, reflects the agent state. A red bar indicates that the agent is Not Ready across all media types. A green bar indicates that the agent is in a Ready state on all media and a yellow bar indicates a mixed state with the various media types in the agent place being in different states. For Microsoft Dynamics CRM User s Guide 17

18 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Signing Out of the Gplus Adapter Figure 2: Sign-in process succeeded Note: The Gplus Adapter will reflect the current state of the physical phone set at sign-in. If your phone was logged in and ready prior to signing into the Gplus Adapter, you will be automatically placed into a Ready state. Conversely, your state will read Not Ready if your phone was either logged out and/or not ready at sign-in. Signing Out of the Gplus Adapter Signing out of the Gplus Adapter will disconnect the agent from the Genesys environment. The agent will be viewed as logged out and unavailable to receive any customer interactions from the queue. Technically, an agent can sign-out of the Adapter at any time during their work schedule. However, as this action effectively disconnects the agent from Genesys, the agent would be required to sign-in again to reconnect to the environment. It is usually only appropriate to sign-out at the end of the agent s work day. To sign-out of the Gplus Adapter, complete the following steps: 1. Select Go Not-Ready button, with an appropriate reason code (as demonstrated in Figure 6 on page 20). 2. Select the Sign Off button. Note: The sign-out process does not close any outstanding MS CRM entity forms, including the Phone Call form. The forms are independent of the sign-in and sign-out process. Viewing Agent State Agent state refers to the availability level of a particular agent. An agent can be classified as either available to receive Genesys directed interactions (i.e. Ready) or classified as unavailable to receive such interactions. (i.e. Not Ready) The state is managed on a per media basis. To view the current agent state for a specific media, select the Place State button in the Agent Media menu bar. The action will open a list of all media types included in your place, along with the agent state associated with each media. (See Figure 3 below) 18 /Gplus Adapter 8.0

19 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Viewing Agent State Figure 3: Viewing agent state Setting and Changing Agent Availability You can change agent availability, or agent status, on an individual media or across all media types through the Gplus Adapter. All such state changes are handled through the Agent Media menu bar, as was shown in Figure 2 on page 18. All Media Types Controlling the state of all media types is the equivalent of controlling the agent place. One command will result in the entire place, and all media types within the place, being placed into an identical state. You can control the place, or all media types, through the Go Ready and Go Not- Ready buttons located in the Agent Media menu bar, as are highlighted in Figure 4. Figure 4: Place controls Going Ready on All Media Types To place yourself into a ready state on all media types within your place complete the following steps: 1. Select the Go Ready button in the Agent Media menu bar, as shown in Figure 5. For Microsoft Dynamics CRM User s Guide 19

20 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Viewing Agent State Figure 5: Going ready on all media types Note: This command will place all media types into Ready regardless of what state each of the media types was in prior to selecting the Go Ready option. Once the Ready command is processed all media types are in a ready state, as is reflected with a green bar above the Agent Media menu bar. A review of the place state will also confirm that all media types are in the same agent state. Going Not Ready on All Media Types To place yourself into a not ready state on all media types within your place complete the following steps: 1. Select the Go Not-Ready button in the Agent Menu bar, as shown in Figure 6 below. 2. Select a reason for your not ready state 1. Figure 6: Going not ready on all media types 1 Reason Codes are configured by your system administrator in the Genesys Configuration Management Environment (CME). Refer to the Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide for further information. 20 /Gplus Adapter 8.0

21 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Viewing Agent State Note: This command will place all media types into Not Ready, for the reason specified, regardless of what state each of the media types was in prior to selecting the Go Not-Ready option. Once the Not Ready command is processed all media types are in a not ready state, as is reflected with a red bar above the Agent Media menu bar. A review of the place state will also confirm that all media types are in the same agent state. As a visual reminder to the agent, the chosen not ready reason is also highlighted in the not ready list under the Go Not-Ready button, as shown in Figure 7. Figure 7: Identifying reason for not ready state Individual Media Type Controlling media on an individual basis is a means by which an agent can control which type of media interactions they receive from Genesys. An agent can be ready and available on one media type while simultaneously being classified as not ready and unavailable on another media type. Going Ready on an Individual Media Type To place yourself ready on a specific media, complete the following steps: 1. Select Place State button in the Agent Media menu bar. 2. Select the Ready option for the appropriate media, as shown in Figure 8. For Microsoft Dynamics CRM User s Guide 21

22 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Viewing Agent State Figure 8: Going ready on Voice media type Once the Ready command is processed, the specific media type is placed into a Ready state, as is shown in Figure 9. Figure 9: Ready on the Voice media Note: Changing the agent state on an individual media type may result in a mixed state. A yellow bar immediately above the Agent Media menu bar reflects the fact that not all media types are of the same agent state. Going Not Ready on an Individual Media Type To place yourself not ready on a specific media, complete the following steps: 1. Select Place State button in the Agent Media menu bar. 2. Select the Not Ready option for the appropriate media, as shown in Figure /Gplus Adapter 8.0

23 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Viewing Agent State Figure 10: Going not ready on media type Once the Not Ready command is processed, the specific media type is placed into a Not Ready state, as is shown in Figure 11. Figure 11: Ready on the Voice media Note: Not Ready is the only option available when placing a single media type into a not ready state. Not Ready reasons only appear at the place level. Performing After Call Work After Call Work (ACW) is a unique not ready state reserved for post-call processing. An agent may need additional time to process particular call interactions. The time can be used to enter notes regarding the interaction, or to complete information on one or more of the MS CRM entity forms displayed during the interaction. To place yourself into this Not Ready state so that you will not be interrupted with another interaction, complete the following steps. For Microsoft Dynamics CRM User s Guide 23

24 /Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM Viewing Agent State 1. While the interaction in question is still active, select the Go Not-Ready button from the Agent Media menu bar, with the reason After Call Work as shown in Figure 12 below. Figure 12: Selecting After Call Work It is possible to place oneself into After Call Work after the interaction is released. However, waiting until the interaction is finished increases the risk of receiving another interaction before you have had the opportunity to enter into the proper Not Ready state. The existence of the After Call Work reason is controlled by administration. The Gplus Adapter must be configured to allow for after call work, or the reason will not be present. Note: There is administrative option that automatically places an agent into ACW at the conclusion of a phone call dependent on the call type. Refer to the 8.0 Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for details. 24 /Gplus Adapter 8.0

25 Chapter 3 Softphone Overview This section provides a basic overview of the softphone controls provided by the Gplus Adapter. The information in this chapter is divided among the following topics: Media Control Overview Media Control Overview The media controls, or the buttons that the agent needs to manage the interaction, are embedded into the actual MS Entity form, and in the case of phone calls, on the Agent Media bar as well. When the media controls are present in two locations, the agent can use the controls from either location to manage the interaction. MS Entity Form In terms of the MS Entity form, the media control section is located in top-right section of the form, as shown in Figure 13 on page 26, which from this point forward will be referenced as the Softphone menu bar. In addition to incorporating the necessary media features, the Softphone menu bar displays information about the interaction to better help agents understand the state of the interaction, and to help them distinguish between interactions should the form be associated with more than one interaction. Note: There is no specific form that contains the Softphone menu bar. Through configuration settings, administration determines which MS entity form(s) contain the softphone controls. For Microsoft Dynamics CRM User s Guide 25

26 /Chapter 3: Softphone Overview Media Control Overview Figure 13: Phone control section of the Phone Call form Interaction Tabs The media controls on the Agent Media bar appear in a separate tab, which from this point forward will be known as an interaction tab. (see Figure 14 below) Similar to the media controls on the MS Entity form, each interaction tab contains only the media controls related to a single phone call. Additional tabs appear when multiple phone calls are handled by the agent. Unlike the controls on the MS Entity form, the media controls on a specific interaction tab do not automatically disappear with the release of the call. While the controls are disabled to prevent further use, the tab itself remains visible until the agent manually moves focus to another tab. Figure 14: Interaction tab of the Agent Menu bar Note: The circle icon that appears in the bottom right corner of the interaction tab is only activated for Outbound interactions. 26 /Gplus Adapter 8.0

27 /Chapter 3: Softphone Overview Media Control Overview Softphone Controls The following chart identifies and explains the various media control features that appear in the various media control sections. The availability of each of the following buttons is dependent on the type, and current state of the interaction. Button Description Media Answer the selected call. Voice Hang up the selected consult call without completing the call as either a transfer or as a conference Cancel an outbound record, or all chained records, so that the record(s) is never dialed or re-sent to another agent. Complete the selected call as either a transfer or as a conference depending on how the consult call was initiated. Initiate a conference for the selected call; either as a one-step or two-step conference. Voice Outbound Voice Voice Initiate a consult call to another party. Activates the DTMF, or Dual Tone Multi Frequency, keypad. Place the selected call on hold. Voice Voice Voice Redirect focus to the main Microsoft CRM window. Hang up the selected call. Voice Voice Retrieve the selected call from hold. Voice Initiate a transfer for the selected call; either as a one-step or two-step transfer Voice Initiate an outgoing call. Voice, Outbound For Microsoft Dynamics CRM User s Guide 27

28 /Chapter 3: Softphone Overview Media Control Overview Button Description Media Accept, or take ownership of, the incoming interaction. Reject, or refuse ownership of, the incoming interaction. Notify Genesys that the interaction in question can be marked as complete, allowing the agent to receive the next interaction. Add phone number of a specific outbound record, or all chained records, to the Do-Not-Call List. Reschedule a specific outbound record to a later date and time. Multi Media Multi Media, Outbound Multi Media, Outbound Outbound Outbound Request the next outbound record of a given Preview campaign Outbound Opens the dialog to report an issue about and interaction. Voice Media Status Indicators The following diagram explains the Media Status component of the media controls. A. State Icon: Identifies the media state in image form. A green icon represents Talking/ In Progress, a red icon represents Hold, and a yellow icon represents a Ringing/Received state. B. Media Type: Identifies the type of interaction associated with the specific media control section, and/or the direction of the interaction (i.e. Inbound, Outbound, In-Internal, Out- Transfer, , Fax, Preview, Predictive). C. Phone Number: Identifies the phone number of the caller associated with the specific media control section (not displayed with multi media interactions). D. Media State: Identifies the state of the interaction associated with the specific media control section (i.e. Held, Talking, Ringing, In Progress). 28 /Gplus Adapter 8.0

29 /Chapter 3: Softphone Overview Media Control Overview Note: There is a single Softphone menu bar associated with a MS entity form. However, the menu bar can maintain multiple interactions. For example, in a multiple phone call scenario, the menu is divided into tabs with each tab maintaining the necessary controls for one of the phone calls. Agent State Indicators Agent state indicators are merely visual indicators that are located above the Home button on any MS entity form that includes the softphone controls. The main purpose of the indicators is to display the state of the agent without the need to return to the Agent Media menu bar on the main Microsoft CRM window. There are four states and they are as follows: State Indicator Description The gray icon indicates an Unknown state. This indicator most often appears during times of disconnect from the Genesys environment. The red icon indicates that the agent is in a Not Ready state across all media types. The green icon indicates that the agent is in a Ready state across all media types. The yellow icon indicates that the agent is in a mixed state. Some media types are classified as Ready while other media types are in a Not Ready state. Shortcut Keys All Gplus Adapter sections embedded in the Microsoft CRM 2011 application contain shortcut keys for easier navigation. For all sections the shortcut keys operate in a similar manner. The button or element on the left-most side of the Adapter section has a shortcut key of ALT 1, with the number incrementing for each subsequent button/element in the section. The following examples highlight the process. For Microsoft Dynamics CRM User s Guide 29

30 /Chapter 3: Softphone Overview Media Control Overview Example 1: Softphone menu bar single call Answer ALT 1 Hold ALT 4 Consult ALT 7 Release ALT 2 Transfer ALT 5 Send DTMF ALT 8 Retrieve ALT 3 Conference ALT 6 Home ALT 0 Note: If a button is not visible in the menu bar due to administrative settings, the shortcut keys of the subsequent buttons do not change (i.e. If Transfer is removed, the shortcut key for Conference remains ALT 6) Example 2: Softphone menu bar consult call Release ALT 1 Hold ALT 3 Home ALT 0 Retrieve ALT 2 DTMF ALT 4 Note: Regardless of available buttons displayed in the Softphone menu bar, the Home button always maintains the shortcut key ALT 0. Example 3: Softphone menu bar Accept ALT 1 Complete Handling ALT 3 Reject ALT 2 Home ALT 0 30 /Gplus Adapter 8.0

31 /Chapter 3: Softphone Overview Media Control Overview Example 4: Agent Media menu bar About ALT 1 Go Ready ALT 4 Interactions ALT 7 Sign Off ALT 2 Go Not-Ready ALT 5 Place State ALT 3 Make Call ALT 6 The Agent Media menu bar has an additional shortcut key of ALT 0. This shortcut will return the user to the last MS entity form from which the user selected the Home button. Note: Lists in any section of the softphone controls, can be navigated using UP and DOWN arrows keys. (i.e. Not Ready reasons, Interactions list) Example 5: Dialog boxes For Microsoft Dynamics CRM User s Guide 31

32 /Chapter 3: Softphone Overview Media Control Overview There are two shortcut keys associated with all dialog boxes that appear in both the Agent Media menu bar and the Softphone menu bar sections of the Gplus Adapter application. ENTER ESC Selecting the ENTER key in a dialog box with initiate the Dial command for Consult and Make Call scenarios, and the Two-Step command in all Transfer and Conference scenarios. Selecting the ESC key in a dialog box will initiate the Cancel command. Note: In dialog box scenarios wherein the Two-Step option is not available due to administrative settings, the ENTER key will initiate the One-Step command. 32 /Gplus Adapter 8.0

33 Chapter 4 Phone Control This section covers basic contact center telephony operations as they are performed through the Gplus Adapter component of the Microsoft CRM. The information in this chapter is divided among the following topics: Receiving a Call Making a Call Holding and Retrieving a Call Hanging Up a Call Transferring a Call Conferencing Alternating Between Calls The following phone control sections reference the Phone Call form during the initial stages of the call flow. However, which form to display at the Ringing/Dialing stage is configurable. Please note that the following instructions may not be an exact replication of your particular installation. The following sections focus on the phone controls embedded within the MS Entity form. However, it is also possible to perform such phone actions through the appropriate Interaction tab located on the Agent Media menu bar. Receiving a Call When receiving an incoming call, a Phone Call form (and/or a form for another MS CRM entity), opens showing all available information about the call, such as Call Initiator, Phone Number and Call Direction. The Softphone menu bar for the incoming call appears at the top of the form, as shown in Figure 13 on page 26. As indicated in Figure 15, only the Answer and Release buttons are made available to the agent as these are the only two actions that can be performed at this point of the call flow. For Microsoft Dynamics CRM User s Guide 33

34 /Chapter 4: Phone Control Receiving a Call To answer the call: Figure 15: Receiving a call 1. Select the Answer button, as shown in Figure 15. Note: If the AutoAnswer configuration option is set to true, the call will be answered automatically and you will not need to select Answer. When the call is answered, the call interaction enters a Talking state, as shown in the figure below. The agent can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 16. Figure 16: On an active call 2. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Ringing, select the interaction that is associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form. (as is demonstrated in Figure 17 below) Figure 17: Viewing Interactions List Note: An algorithm in the Adapter determines the incoming call information that populates the fields in the Phone Call form. For example, if several customers share a common phone or contact number, the Call Initiator field of the Phone Call form displays the name or identifier of the first customer found in the database, and all fields are populated with this customer s information. 34 /Gplus Adapter 8.0

35 /Chapter 4: Phone Control Making a Call Making a Call There are numerous ways to make an outgoing call: A. Make Call Option To make an outbound call using the Make Call option, complete the following steps: 1. Select the Make Call option in the Agent Media menu bar as shown in Figure Enter the phone number of the destination for the outbound call, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact 3. Select the Dial button Figure 18: Making a call 4. A Phone Call form (and/or a form for another MS CRM entity), opens showing all available information about the call, such as Call Initiator, Phone Number and Call Direction. The phone control section for the outgoing call appears at the top of the form. When the outbound call is answered, the call interaction enters a Talking state, as shown in the figure below. The agent can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 19. Figure 19: Outgoing call is answered 5. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Dialing, select the interaction that is associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form (as is demonstrated in Figure 17 on page 34) Note: An algorithm in the Adapter determines the outgoing call information that populates the fields in the Phone Call form. For example, if several customers share a common phone or contact number, the Call Initiator field of the Phone Call form displays the name or identifier of the first customer found in the database, and all fields are populated with this customer s information. For Microsoft Dynamics CRM User s Guide 35

36 /Chapter 4: Phone Control Making a Call B. Consult Call Option The Consult Call option is only a valid option when the agent has an active call in progress, as the Consult button is part of the Softphone menu bar and interaction tab. To make an outbound call using the Consult Call option, complete the following steps: 1. Select the Consult button from the Softphone menu bar on the as highlighted in Figure 20. Figure 20: Making a consult call 2. Enter the phone number of the destination for the outbound call, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 3. Select the Dial button. When initiating an outbound call using the Consult Call option, no additional Phone Call forms will appear. The outbound call is classified as part of the original call and as such all phone control will remain within the original Phone Call Form, as shown in Figure 21. The agent will manage both calls from the single form. Figure 21: On a consult call Note: A separate outgoing interaction will be added to the Interactions List on the main Microsoft CRM window. Selecting the outbound interaction from the list will direct focus to the same Phone Call form as the original interaction. Note: The Admin tab in Figure 21 is visible for administrators only. C. Contact Search Option The Contact Search option involves initiating the outgoing call directly from an MS entity form. 36 /Gplus Adapter 8.0

37 /Chapter 4: Phone Control Making a Call To make an outbound call using the Contact Search option, complete the following steps: 1. Locate the contact using the search capabilities provided by the Microsoft CRM 2011 application. 2. Select the Dial icon adjacent to the appropriate phone number, as shown in Figure 22 on the following page. Figure 22: Making a call from the Contact form Note: The existence of the Dial icon used in the Contact Search option is configurable. Administration determines on which MS entity form(s) the Dial icon appears. 3. A Phone Call form (and/or a form for another MS CRM entity), opens showing all available information about the call, such as Call Initiator, Phone Number and Call Direction. The phone control section for the outgoing call appears at the top of the form. When the outbound call is answered, the call interaction enters a Talking state, as shown in the figure below. The agent can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 23. Figure 23: Outgoing call is answered 4. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Dialing, select the interaction that is For Microsoft Dynamics CRM User s Guide 37

38 /Chapter 4: Phone Control Holding/Retrieving a Call associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form (as is demonstrated in Figure 17 on page 34) Holding/Retrieving a Call At any time during an active phone call, the agent may need to place the call on hold, or retrieve a held call. These phone actions are performed through the Softphone menu bar on the Phone Call form, or through the appropriate interaction tab on the Agent Media menu bar. To place a call on hold: 1. Select the Hold button, for the appropriate call, from the phone control section as shown in Figure 24. Figure 24: Placing call on hold When hold is established, the call state of the interaction in question is updated to Held as shown in Figure 25. The agent can now perform other tasks, such as making an outgoing call or answering another incoming call. To retrieve a call: 1. Select the Retrieve button for the appropriate call, as shown below. Figure 25: Retrieving a call When the call is retrieved, the call state of the interaction in question is updated to Talking as shown in Figure 24 above. The agent can now interact with the caller again and perform other phone functions such as those highlighted in Figure /Gplus Adapter 8.0

39 /Chapter 4: Phone Control Hanging Up a Call Hanging Up a Call When the agent is finished their interaction with the caller, or with the consulting party, they may need to release the call. The actions taken by the agent vary slightly between a consult call and a customer call. A. Hanging up a customer call To release the original call: 1. Select the Release button from the appropriate phone control section, as shown below. Figure 26: Releasing a call In terms of the MS Entity form, all phone controls associated with the released call are removed. The agent will not view, or be able to perform, any further phone functions for the call. The Phone Call Form remains open and active after its associated call is released. The agent must manually save and/or close the form when they have finished with its content. The interaction associated with the phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is only one interaction in the Interactions List when the form in question is closed, the Interactions List is disabled, as shown in Figure 27. In terms of the interaction tab, the phone controls are still visible but are no longer active and the tab remains in existence until the agent manually moves focus to another tab. Figure 27: Clearing the Interactions List B. Hanging up a consult call The following instructions only apply to consult calls which were initiated from either the Phone Call form or from the appropriate interaction tab on the Agent Menu bar. Any consult calls made using the Make Call option on the main Microsoft CRM window, can not be released as described below. To hang up a consult call: 1. Select the Release button, for the appropriate consult call, from the phone control section, as shown in Figure 28. For Microsoft Dynamics CRM User s Guide 39