Integrating With incontact dbprovider & Screen Pops

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1 Integrating With incntact dbprvider & Screen Pps incntact has tw primary pints f integratin. The first pint is between the incntact IVR (script) platfrm and the custmer s crprate database. The secnd pint is between an agent s sessin f incntact Agent (the agent sftware) and a custmerspecific screen pp slutin n the agent s desktp. Database Integratin Direct SQL Access The mst cmmnly used strategy fr CTI invlves the use f direct SQL access. Essentially, incntact s IVR envirnment can be cnfigured t direct its SQL statements t a database server f yur chsing. In mst cases the database that is utilized is a crprate database server, but in sme cases it makes sense t actually hst the data directly n the incntact platfrm. incntact-hsted SQL Database via Public dbprvider When scripting slutins require the strage f certain data pints frm the caller but the custmer des nt have a crprate database, incntact ffers its wn database. While the incntact script (IVR) envirnment can read and write int the public dbprvider database, n external access is granted t custmers. This means that custmers cannt actually create, mdify, r query database tables r data. Data can be captured thrugh scripts, but bulk imprts and structural changes have t be perfrmed by incntact s Prfessinal Services team. If reprts are necessary fr infrmatin captured int the database, Prfessinal Services can als write custm reprts available either thrugh intuch r CallDetail. Cnnectin (all traffic is lcal t incntact platfrm). incntact s Prfessinal Services grup will create database tables as necessary t meet yur scripting requirements. Primary purpse is t accmmdate advanced IVR features fr applicatin such as: 1. Dealer lcatr service: Yu custmer can lcated the nearest dealer by entering a zip-cde with a tuch-tne telephne 2. Percentage-based ruting: If yu have multiple call centers, this will enable yu t rute a predetermined percentage t ne call center (60 percent) and the rest t anther (30 percent). 3. User input strage: Yu can stre user input such as age, lcatin, etc. t create prfiles f yur custmers r t stre results frm surveys Nte: This SQL ptin is nt suitable fr a crprate database replacement. incntact, Inc.

2 Crprate-hsted SQL Database Access via Private dbprvider A private dbprvider requires (1) a Windws-based wrkstatin/server t run the service (2) direct SQL access t the database and (3) an ODBC-cmpliant database. When these requirements are met, private dbprviders are excellent slutins t facilitate CTI. A private dbprvider is essentially an SQL gateway between the incntact platfrm and the user s crprate database. When a query is executed within incntact s scripting envirnment, the platfrm will redirect that query t the crprate database via the cnfigured dbprvider. A private dbprvider runs as a Windws service either n the database server itself (assuming the database server is Windws-based) r n an adjacent Windws-based server r wrkstatin n the custmer s lcal area netwrk. A private dbprvider is an easy way t enrich an IVR call flw with live data frm a crprate database. Database lkups are cmmnly used fr tasks such as accunt balance lkups, identifying key custmers fr preferred ruting, and autmated rder taking. The available dbprvider cnnectin mdes between the incntact platfrm and the database are as fllws: Standard Cnnectin (nt encrypted) Encrypted Cnnectin (encrypted by incntact sftware) VPN (encrypted by VPN-cmpliant hardware) Alternatives t Direct SQL Access As mentined previusly, crprate-hsted private dbprvider requires (1) a Windws-based wrkstatin/server t run the service (2) direct SQL access t the database and (3) an ODBCcmpliant database. While direct SQL access is the mst cmmn technique t facilitate CTI, tw alternatives exist that make sense fr deplyments that are nt suitable fr a dbprvider. HTML Access Organizatins that d nt use the Windws perating system are gd candidates fr HTML access. We have fund that Linux-based rganizatins ften lean twards the HTML strategy because (1) they d nt have Windws-based cmputers and (2) they are generally adept at building web pages necessary t supprt HTML access. Instead f sending standard SQL t a database server t be prcessed (as is the case fr dbprvider), the HTML slutin will submit data t a cnfigured URL and the captures the web page s result. While HTML access almst always causes mre develpment effrt fr a custmer s technical staff, it is an effective way t avid the dbprvider CTI technique. HTML Access enables incntrl scripts t perfrm GET and POST t a remte web server via HTTP. Data values returned in prperly frmatted HTML tables can be made available within the incntrl script envirnment. Cnfidential & Prprietary Page 2

3 Remte Web Services Access HTML access is an effective CTI strategy, but the frmatting f the web page cntent is typically nly useful t the incntact platfrm. The emerging slutin fr prviding data access t external requestrs is thrugh standards-based web services. Organizatins that already have a web service library in place will typically prefer CTI via remte web services access. Because SOAP/WSDL web services are standards-based, they can be leveraged by incntact and any ther external system that may need t access the system s data surce. Sme uses fr remte web services include: Access database infrmatin n hsted CRM platfrms such as RightNw Technlgies and Salesfrce.cm. CRM web services can be used t facilitate self-service functins including autmated truble ticket creatin, retrieve a truble ticket status, query an accunt balance, etc. Cllect infrmatin such as zip cde latitude and lngitude r reverse-phne number lkup frm web service vendrs such as StrikeIrn r ServiceObjects. Third party vendr slutins can enrich a caller s experience r simply prvide yur rganizatin with new infrmatin abut the caller. Pull incntact-specific infrmatin abut yur business unit using incntact Web Services. This culd include activities such as lking up an agent address t deliver a message r pulling call detail statistics fr a specific call that wuld be played back t a supervisr. Enables an incntact script t utilize SOAP-cmpliant web services available n remte web-based systems. Many web-based platfrms have started t expse functinality thrugh standards-based (SOAP and WSDL) interfaces. In sme cases, web service methds have replaced the need fr direct SQL access using a dbprvider. Wrkstatin ( Screen-pp ) Integratin Screen-pp integratin is accmmdated by the Agent applicatin launching a URL r executable specified by the custmer s incntact administratr (using webmanager). Any piece f infrmatin cllected by an IVR (including data items queried frm a database) can be delivered t an agent's sessin f incntact Agent. When a call is ffered t an agent, his sessin f incntact Agent will received all f the variable names and values cllected in the IVR (such as ACCTNUM=1234, BALANCE=$5.25, DUEDATE=5/25/2009). The fllwing are the screen pp ptins available: incntact Agent Default Screen Pp incntact Agent Explicit URL (ie, a brwser) incntact Agent Explicit Executable incntact Agent Middle-ware Executable Database Pp Default incntact Agent Screen Pp Cnfidential & Prprietary Page 3

4 There is a default screen pp that is built int the Agent applicatin, that pps up a windw with infrmatin n all f the standard published variables, and can include custmer variables. This type f screen pp prvides limited custmizability and is mstly used fr a Phase 1 type rllut, and can then be replaced later with a mre custmized URL r executable screen pp. When a call cmes in, the incntact Agent applicatin pps up the fllwing windw: Queued time Agent ID Agent First Name Agent Last Name Cntact Start Date Cntact In queue date Skill # Skill Name Cntact ID Master ID DNIS ANI UCN Accunt # Line UCN Business Unit # (Custm Variable 1) (Custm Variable 2) (Custm Variable N) Explicit URL If a URL is launched (as defined in the webmanager Skills page), then the key/value pairs are passed n the query string. (i.e., &balance= 5.25&duedate=5/25/2009). Organizatins that have cmplete cntrl ver their web-based CRM may find incntact Agent s URL pp t be the simplest and fastest slutin. Because mst brwser-based CRM slutins require lgin credentials (ie, username and passwrd), this is an impractical methd t deply unless the website can accmmdate direct lgin via the query string. Explicit Executable If an executable is launched, then the key/value pairs are passed as cmmand-line parameters (i.e., MyCRM.exe acctnum=1234 balance=5.25 duedate=5/25/2009). Custm-built executables can generally be easily altered t accept cmmand-line parameters. Cmmercial applicatins, hwever, seldm accmmdate this level f flexibility. If a cmmercial applicatin can pen t a specific screen based n certain cmmand-line parameters, then a small intermediary executable may be needed t map the parameters passed by incntact Agent int parameters that meet the vendr s specificatins. Middle-ware Executable Many CRM vendrs ffer an applicatin prgrammers interface (API) which enables custm-built r third-party sftware t interact with the CRM. Fr rganizatins that use a CRM that has a API, it may be pssible t build a simple custm executable that receives the key/value pairs frm the cmmand-line and then calls the apprpriate API feature which instructs the CRM t pen t a specified screen. Cnfidential & Prprietary Page 4

5 Database Pps Sme rganizatins have the ability t push pages t agents frm a central lcatin. Using the dbprvider database cnnectr, caller infrmatin (and the target agent infrmatin) can be pushed directly int the crprate database. If the server-based slutin has the functinality t frce a client-based screen pp, then such a slutin is viable. Screen-pp Summary Regardless f the screen-pp apprach, it is the respnsibility f the custmer t actually trigger the screen-pp event. The webpage r the executable must handle the lgic fr pening the crrect screen and display the desired infrmatin. Screen-pp Optins 1. Open a CRM URL and include accunt / caller infrmatin n the query string 2. Open a CRM executable and include accunt / caller infrmatin as cmmandline parameters 3. Open a mapping executable that has been cmpiled with the CRM s API. The mapping executable will receive the accunt / caller infrmatin as cmmandline parameters and will call n the CRM API t instruct the CRM executable t pen t the specified page. 4. Sme server-side slutins have the ability t frce screen pps n its assciated client sessins. If an rganizatin has the infrastructure t push a screen pp t target wrkstatin, the dbprvider culd be used t infrm the database server that such a pp is necessary. Cnfidential & Prprietary Page 5

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