For Microsoft Dynamics CRM

Transcription

1 Gplus Adapter 8.0 For Microsoft Dynamics CRM Manual Deployment 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_manual_dep_msCRM_ _v

3 Table of Contents Preface... 7 Intended Audience... 7 Chapter Summaries... 8 Document Conventions... 8 Document Version Number... 8 Monospace... 9 Correction of Errors in Screen Captures... 9 Use of Square Brackets... 9 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 Feature Overview Key Features Integration with Genesys Configuration Environment Architectural Overview Chapter 2 System Requirements Compatibility Overview Other Compatibility Considerations Software Requirements Genesys Applications Hardware Requirements Switch Support Security Chapter 3 Installing the Adapter Prerequisites Microsoft Dynamics CRM For Microsoft Dynamics CRM Manual Deployment Guide 3

4 Microsoft.NET Framework 3.5 SP Installing and Configuring main.aspx Creating the Application Template Creating and Configuring the Application Creating and Configuring Media Types Creating and Configuring User Access Configuring a User Switch Password Installing the Gplus Adapter Deploy Application Files Modify Web.config File Modify the Aspnet.config File Installing Gplus Adapter on an IIS 7.0 Web Server Create an Application Pool Creating a Web Site Application Uninstalling the Gplus Adapter Chapter 4 Configuring the Adapter Configuring the Gplus Adapter Connections Tab Options Tab Implementing the Softphone.htm Option Customizing a softphone-config section Chapter 5 Configuring Microsoft Dynamics CRM Creating the Gplus Adapter Security Role Assigning the Gplus Adapter Security Role Chapter 6 Common Configuration CTI-to-CRM Attribute Mapping Data Mapping Options Data Functions CTI-to-CRM Mapping Recommendations and Considerations Adding Click to Dial Functionality Changing the MS Entity Form Screen Pop Configuring Screen Pops Voice Interactions Outbound Records Open Media Configuring Multiple Screen Pops Gplus Adapter 8.0

5 Overriding Screen Pops Modifying Not Ready Reasons Chapter 7 Outbound Synchronization Synchronization Workflow Synchronization Prerequisites Configuring Outbound Synchronization Creating a Synchronization Task Configuring a CRM Queue Mapping Starting the Synchronization Process Campaign Activity Quick Campaign Campaign Chapter 8 Accessing the Gplus Adapter Starting the Gplus Adapter Accessing the Gplus Adapter For Microsoft Dynamics CRM Manual Deployment Guide 5

6 6 Gplus Adapter 8.0

7 Preface Welcome to the Gplus Adapter for Microsoft Dynamics CRM Manual Deployment Guide. This guide lists system requirements for, and describes how to manually install and configure the Gplus Adapter. 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 Support Making Comments on This Document The Gplus Adapter for Microsoft Dynamics CRM introduces Genesys Interaction Management capabilities and contact center functionality to the Microsoft CRM system. This pre-packaged integration with MS CRM is designed for voice and multimedia support, and provides screen pop, agent state controls, and call control functionality. The Gplus Adapter consists of a single or multiple server components which is fully integrated with the Microsoft Dynamics CRM application. Media features and/or functionality are accessible from within the CRM application. Intended Audience This guide is primarily intended for system administrators or other individuals who install, configure, and maintain the Gplus Adapter 8.0 for Microsoft Dynamics CRM. 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. You should also be familiar with: For Microsoft Dynamics CRM Manual Deployment Guide 7

8 Chapter 1: Preface Chapter Summaries Genesys Framework Genesys Enterprise Routing Genesys Multi Media Microsoft Dynamics CRM 2011 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 beginning on page 13, introduces concepts and terminology for this product, discusses key features of the Gplus Adapter, and describes the architecture of the Gplus Adapter and how it works with other Genesys products and Microsoft Dynamics CRM Chapter 2, System Requirements beginning on page 19, describes the minimum system and software requirements for installing and using this product. Chapter 3, Installing the Gplus Adapter beginning on page 23, provides installation instructions for this product. Chapter 4, Configuring the Gplus Adapter beginning on page 45, describes configuration tasks for the Adapter. Chapter 5, Configuring Microsoft Dynamics CRM beginning on page 49, describes configuration tasks for the CRM. Chapter 6, Common Configuration beginning on page 53, describes common configuration tasks for system administrators using the Gplus Adapter. Chapter 7, Outbound Synchronization beginning on page 71, describes the outbound synchronization process supported by the Gplus Adapter. Chapter 8, Accessing the Gplus Adapter, beginning on page 83, describes the process to start and access the Gplus Adapter. Document Conventions This document uses some stylistic and typographical conventions with which you might want to familiarize yourself. 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_dep_msCRM_ _v You will need this number when you are talking with Genesys Technical Support about this product. 8 Gplus Adapter 8.0

9 Chapter 1: Preface Document Conventions 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. 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] For Microsoft Dynamics CRM Manual Deployment Guide 9

10 Chapter 1: Preface Related Resources 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 User s Guide, which provides step-bystep instructions for performing common contact center tasks using the Gplus Adapter. 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 Genesys Documentation Library CD, which you can order by from Genesys Order Management at [email protected]. Microsoft Resources Microsoft provides extensive documentation for the Microsoft CRM product, both on the installation media and within the Microsoft CRM Help system. Documentation for the Microsoft CRM product is available in Adobe Acrobat format (.pdf) and in Microsoft Word format (.doc) on the Microsoft CRM Documentation CD. The Microsoft CRM Getting Started Guide is also available within the Microsoft CRM Help system. The Help system also provides a tutorial on Microsoft CRM. 10 Gplus Adapter 8.0

11 Chapter 1: Preface Contacting Genesys Technical Support 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) Europe, Middle East, and Africa +44-(0) Asia Pacific Malaysia India (toll-free) (toll-free) (International) Japan 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, without incurring any obligation to you. For Microsoft Dynamics CRM Manual Deployment Guide 11

12 Chapter 1: Preface Making Comments on This Document 12 Gplus Adapter 8.0

13 Chapter 1 About the Gplus Adapter This release of the Gplus Adapter for Microsoft Dynamics CRM is intended for customers running Microsoft Dynamics CRM 2011 who also want to enable voice telephony and/or multimedia interactions in their enterprise applications. The information in this chapter is divided among the following topics: Feature Overview Architectural Overview Feature Overview The Gplus Adapter 8.0 for Microsoft Dynamics CRM provides Microsoft CRM users with contact center capabilities supported by the Genesys Framework and Multi Media layers. Supports Microsoft Dynamics CRM Microsoft Dynamics CRM 4.0 is not supported by Gplus Adapter 8.0! Supports Microsoft Internet Explorer version 8 or higher only. Internet web browsers such as Chrome, Firefox, Opera, etc or versions of Internet Explorer lower than 8 are not supported! Provides presence/availability information to a Microsoft CRM user so the user can indicate readiness to process contact center interactions. A user can change availability status in the contact center using the Gplus Adapter, and can specify a reason for a status change (break, lunch, after call work, and so on). Allows a Microsoft CRM user to control phone and multimedia interactions in the contact center. A user can dial a phone number related to a Microsoft CRM account, contact, or lead, and can answer and hang-up a phone call. For Microsoft Dynamics CRM Manual Deployment Guide 13

14 Chapter 1: About the Gplus Adapter Feature Overview A user can manage a Preview, Push Preview, Predictive or Progressive campaign record related to a Microsoft CRM account, contact or lead. Provides screen pop and seamless call/data transfers. When a customer calls from a phone number recorded in the MS CRM database for this customer, the Gplus Adapter finds customer information and displays the name of the customer and reference to the appropriate MS CRM information to the agent in a popup window. Provides quick Click to Dial functionality From any Microsoft CRM entity form, which contains a phone number field, agents can click a single button to initiate an outbound call to an associated phone number. Allows simultaneous interaction management. Agents can manage several interactions at the same time to improve productivity and responsiveness to customers. Provides Microsoft CRM media routing capability. Microsoft CRM interactions arriving in a properly-configured public queue are submitted to the CIM Platform for routing to an appropriate agent. Allows screen pop to custom forms. Business data associated with an incoming call can be delivered to a custom form implemented within Microsoft CRM by the customer or a systems integrator. Provides outbound synchronization capabilities Microsoft CRM data is synchronized with Genesys Outbound Contact Server (OCS) campaign data to produce OCS calling lists that contain CRM information. Provides an enhanced telephony softphone menu bar, which provides call control functionality and web user interface communications allowing agents to switch between open Microsoft CRM interactions. Key Features The Gplus Adapter 8.0 for Microsoft Dynamics CRM enables the following key features. Agent State Controls The agent is automatically connected and logged into the Genesys CIM environment by signing into Gplus Adapter. 14 Gplus Adapter 8.0

15 Chapter 1: About the Gplus Adapter Feature Overview The agent can change status between Ready, Not Ready, Login and Logout and can select a reason code for Not Ready status, provided that the system administrator has configured these reason codes in Genesys Configuration Manager (CME). The agent can manage their agent state across all media types within their assigned place, as well as manage their state on an individual media type within their place. The agent can perform after call work. The agent can log out of Genesys without signing out from Microsoft CRM application. Telephony Functions Answer a call Make a call Place a call on hold and retrieve a held call Hang up a call Initiate a One-Step or a Two-Step transfer Initiate a One-Step or a Two-Step conference call Send DTMF tones Handle multiple interactions simultaneously Outbound Functions Reject record Reschedule record (Campaign or Personal) Cancel record or record chain Mark record or record chain as Do Not Call Dial record View chained records View custom data associated with record Mark record as done Assign disposition code to record Media Routing Incoming Microsoft CRM interactions arriving in the configured queue are routed to a particular agent, who receives a screen pop and can elect to accept or reject the interaction. Upon acceptance, the is placed in the agent s private queue. Agents with the appropriate Gplus Adapter role authorization do not need to retrieve incoming multimedia interactions manually from the configured inbound queue. Data Synchronization Microsoft CRM data can be included in Genesys OCS calling list content. Administration can map specific CRM entity information to specific Genesys outbound fields and pass CRM data to users as part of an Genesys outbound campaign. Screen Pop and Seamless Call/Data Transfer Display of call-attached data in the context of Microsoft CRM For Microsoft Dynamics CRM Manual Deployment Guide 15

16 Chapter 1: About the Gplus Adapter Architectural Overview A popup window for incoming interactions provides information about the call initiator (Account, Contact, Lead, or MS CRM user), if incoming call data can be associated with an existing MS CRM record. Display of regarding objects. Integration with Genesys Configuration Environment The Server component of the Gplus Adapter is represented as a Third Party Application in the Genesys Configuration environment. System administrators are able to configure its behavior using Genesys Configuration Manager. The configuration options of the Gplus Adapter include options pertaining to GUI appearance, screen pop capabilities and CTI-to-CRM attribute mapping. The Adapter also retrieves information from the Genesys Configuration environment in regard to agent profiles, place settings and not ready reasons. Refer to Configuring the Gplus Adapter on page 45 for details on setting configuration options through the Configuration Manager. Note: There is no synchronization of agent data between the Gplus Adapter 8.0 for Microsoft Dynamics CRM and the Genesys Configuration environment. Architectural Overview A high-level architecture of the Gplus Adapter 8.0 for Microsoft Dynamics CRM is depicted in the following diagram. 16 Gplus Adapter 8.0

17 Chapter 1: About the Gplus Adapter Architectural Overview Genesys CIM Platform Genesys Gplus Adapter The Gplus Adapter communicates with the Genesys environment through the Genesys Platform SDK libraries; specifically version 8.0 of the Platform SDKs for.net. Through these libraries the Adapter communicates with three Genesys components: T-Server, Interaction Server and Configuration Server. A connection to the TServer is required for processing voice interactions. An Interaction Server connection is required if the Adapter is configured to screen pop non-voice CRM activities, and communication with the Configuration Server is necessary to retrieve configuration data. Genesys Gplus Adapter Agent Workstation The Genesys Gplus Adapter communicates with the Microsoft CRM client on the agent workstation through standard HTTP protocol. The Adapter issues events for processing on the client through an event tunnel, and the client issues requests back to the Adapter on a separate thread. The types of events sent to the client by the Gplus Adapter include events to update softphone controls to reflect call state and display URL events to perform screen pops of specific MS entity forms. All requests issued by the client to the Adapter are related to softphone functionality. This is the communication channel through which the client makes phone requests such as answer a call, initiate a transfer, or send DTMF tones. Genesys Gplus Adapter Microsoft CRM Application The Gplus Adapter does not communicate directly with the Microsoft CRM application. The Adapter issues all of its requests to the CRM through Web Services, and all such requests are one directional. The Microsoft CRM application does not issue any type of request and/or event to the Adapter. The types For Microsoft Dynamics CRM Manual Deployment Guide 17

18 Chapter 1: About the Gplus Adapter Architectural Overview of requests found in this communication channel include entity creation and metadata requests. For example, the Gplus Adapter will request metadata from the CRM on initialization in order to validate configuration values outlined in the Genesys CME. Microsoft CRM Application Agent Workstation The communication channel between the Microsoft CRM application and the agent workstation is a channel that existed prior to the implementation of the Gplus Adapter. The Adapter does not impact this existing communication in any way. In fact the Microsoft CRM application has no knowledge of the existence of the Gplus Adapter. The Adapter never communicates directly with the CRM application. The Gplus Adapter is built in isolation and as a result any communication that passes between the CRM and the agent workstation remains intact and unaffected by the inclusion of the Adapter. 18 Gplus Adapter 8.0

19 Chapter 2 System Requirements This chapter outlines the minimum software and hardware requirements for the Genesys Gplus Adapter 8.0 for Microsoft Dynamics CRM. The information in this chapter is divided among the following topics: Compatibility Overview Software Requirements Hardware Requirements Security Compatibility Overview The Genesys Gplus Adapter s function depends upon the following items: Switch type / T-Server Operating System Genesys Framework Genesys Multi Media Genesys Outbound Contact Server Microsoft CRM version Database 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 For Microsoft Dynamics CRM Manual Deployment Guide 19

20 Chapter 2: System Requirements Software Requirements Other Compatibility Considerations This release of the Gplus Adapter 8.0 for Microsoft Dynamics CRM works with Genesys Framework 7.6/8.0 and Genesys Outbound Contact Server (OCS) 7.6/8.0. Carefully consider constraints pertaining to switch type, T-Server, OCS configuration and operating system for both the Gplus Adapter and the Genesys applications. The ability of the Gplus Adapter to control multimedia interactions is dependent on a separate Adapter component called the Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server. Review appropriate documentation to identify any additional requirements for this component. Review the system requirements before installing the Gplus Adapter. Software Requirements The Gplus Adapter used in conjunction with Microsoft Dynamics CRM 2011 requires the following software: Microsoft Windows 2008 Server with IIS 7.0 Web Server Microsoft CRM Version 2011 Professional or Enterprise Edition Microsoft Internet Explorer web browser; version 8.0 or higher is required! Network communications protocol TCP/IP OS network services Software listed under Genesys Applications below Note: The Gplus Adapter 8.0 provides support to Update Rollup 4 of Microsoft Dynamics CRM Genesys Applications Genesys Framework (Configuration Layer) version 7.6/8.0 or higher T-Server version 7.6/8.0 or higher Enterprise Routing 7.6/8.0 or higher (optional, used for developing and processing routing strategies) Genesys Outbound Server 7.6/8.0 or higher (optional, used for processing Outbound interactions) Genesys Interaction Server 7.6/8.0 or higher (optional, used for processing multimedia interactions) See also the Genesys Hardware Sizing Guide. Note: For best performance, install the Genesys applications on different machines. For installation information, refer to the specific application documentation. 20 Gplus Adapter 8.0

21 Chapter 2: System Requirements Hardware Requirements Hardware Requirements The hardware requirements for the Gplus Adapter are as follows: Computer/Processor: Dual 700 MHz or higher Intel Pentium (Xeon PIII) or compatible CPU minimum. Recommended is Dual 1.8 GHz Pentium (Xeon P4). Memory: 1024 megabytes (MB) of RAM. Hard disk: 8-gigabyte available hard disk space. CD drive Network card: 10/100 megabit. Video card: Video graphics adapter that is capable of 256 colors and 800 x 600 pixels. Client systems expected to operate the Microsoft CRM browser component should meet the minimum requirements for Microsoft.NET Framework 3.5 SP1 as follows: Computer/Processor: 400 MHz or higher Intel Pentium-class or compatible CPU. Memory: 96 megabytes (MB) of RAM minimum. Hard disk: Up to 500 MB of hard disk space may required,. Display: 800 x 600 or higher-resolution display with 256 colors. Input Device: Microsoft mouse or compatible pointing device. Note: Genesys Framework and Genesys Multi Media impose their own hardware requirements. Refer to appropriate Genesys documentation for these hardware requirements. Switch Support This release of the Gplus Adapter for Microsoft Dynamics CRM only works with a subset of the Genesys-supported switches. Information on Genesys-supported switches is available on the Genesys Technical Support website in the following document: Genesys Supported Media Interface Security The Gplus Adapter for Microsoft Dynamics CRM consists of a single user interface (UI): Web browser based user interface (WebUI). This is essentially an ASP.NET application that requires Internet Explorer 8 or higher. The interface supports Windows Integrated authentication. The Gplus Adapter and Microsoft Dynamics CRM must be deployed in separate web domains. For Microsoft Dynamics CRM Manual Deployment Guide 21

22 Chapter 2: System Requirements Security 22 Gplus Adapter 8.0

23 Chapter 3 Installing the Adapter This chapter describes how to install the Gplus Adapter for Microsoft Dynamics CRM. The information in this chapter is divided among the following topics: Prerequisites Installing and Configuring main.aspx Creating the Application Template Creating and Configuring the Application Creating and Configuring Media Types Creating and Configuring User Access Configuring a User Switch Password Installing the Gplus Adapter Uninstalling the Gplus Adapter Prerequisites Before you install the Gplus Adapter, you must be sure that the following components are already installed. On a Server: Microsoft Dynamics CRM Version 2011 Professional or Enterprise Edition with minimum IIS Web Server 7.0 On every Client workstation: Microsoft.NET Framework 3.5 SP1 Clients accessing CRM 2011 require Internet Explorer 8.0 or higher The Gplus Adapter 8.0 and Microsoft Dynamics CRM must be deployed in separate web domains.

24 Chapter 3: Installing the Adapter Installing and Configuring main.aspx Note: Be sure that the system has adequate free hard disk space for system and application logs before you install the Adapter. Microsoft Dynamics CRM 2011 Refer to the Microsoft documentation for instructions on installing and implementing Microsoft Dynamics CRM Documentation for the Microsoft CRM product is available in Adobe Acrobat format (.pdf) and in Microsoft Word format (.doc) on the Microsoft CRM Documentation CD. Note: The Microsoft CRM Server should be up and running before you attempt to install the Gplus Adapter software. Open Microsoft CRM in a web browser to make sure that the Server is running properly. Microsoft.NET Framework 3.5 SP1 Microsoft.NET Framework 3.5 Service Pack 1 is available through the Microsoft Download Center and Windows Update website. Note: If you don t see the.net Framework 3.5 SP1 in the available updates list, this component may already be installed on your system. Installing and Configuring main.aspx The main.aspx file included in the installation CD must be deployed to the correct server location and modified to reflect the configuration of the Gplus Adapter. The following steps outline the deployment and configuration process: 1. Create a temporary directory on the server hosting the Microsoft Dynamics CRM application, such as C:\Temp. 2. In the directory created in the previous step, extract the contents of the GplusAdapterMsCrm.WebRoot.zip file. 3. Copy the main.aspx file, located in the MsCrm Deployment Files directory, to the following directory on the server where the Microsoft Dynamics CRM is deployed: C:\Program Files\Microsoft Dynamics CRM\CRMWeb\ISV 24 Gplus Adapter 8.0

25 Chapter 3: Installing the Adapter Installing and Configuring main.aspx 4. Open the main.aspx file in an appropriate editor and replace the [ToBeChanged: Gplus Adapter URL here] text with the appropriate Gplus Adapter URL. The Gplus Adapter and Microsoft Dynamics CRM must be deployed in separate web domains and web sites in order for the Adapter to function correctly. Below is an example of the main.aspx file with modified URLs and where the Gplus Adapter and Microsoft CRM are deployed on different servers. server1 is the name of the server where Microsoft Dynamics CRM 2011 has been deployed. <html> <head> <script type="text/javascript" src=" > <script type="text/javascript"> MsCrmBootstrapLoader.load(" </script> </head> <body style="border: 0px; margin: 0px; overflow: auto"> <iframe id="cimboot" frameborder="0" style="width: 100%; height: 100%"></iframe> </body> </html> 5. Download the URL Rewrite Module 2.0 extension from the following web site: 6. Install the URL Rewrite Module on the server that is hosting the Microsoft Dynamics CRM. 7. On the server hosting the Microsoft Dynamics CRM, edit the web.config file to include the outboundrules section that is highlighted in red text in the XML show below. The web.config file is located in the C:\Program Files\Microsoft Dynamics CRM\CRMWeb directory. <system.webserver> <rewrite> <rules>... </rules>... <outboundrules> <rule name="remove xframe"> <match servervariable="response_x_frame_options" pattern=".*" /> <conditions /> <action type="rewrite" value="" /> </rule> </outboundrules>... </rewrite> </system.webserver> For Microsoft Dynamics CRM Manual Deployment Guide 25

26 Chapter 3: Installing the Adapter Creating the Application Template Creating the Application Template Create an Application Template in the Genesys Configuration Manager and create and configure an Application object before you install the Adapter. Note: Creating the Application Template and creating/configuring an Application object at this point facilitates installation of the Gplus Adapter and helps you avoid unexpected deployment problems. Create the Application Template as follows: 1. Open Configuration Manager and select Environment > Application Templates. 2. Right-click Application Templates. From the shortcut menu that opens, select New > Application Template. 3. In the New Application Template dialog box, complete the following parameters accordingly. Name: Gplus_Adapter_MsCRM Type: Third Party Application Version: Select the Options tab. 5. Select Import from Configuration File option and navigate to the Gplus_Adapter_MsCrm.tpl file included as part of the installation package.zip file. 6. Click OK to complete the Application Template object setup. Creating and Configuring the Application After you have created the template as described in the previous section, create and configure the new Application object as follows: 1. In Configuration Manager, select Environment > Applications. 2. Right-click either the Applications folder or the subfolder where you want to create your Application object. 3. From the shortcut menu that opens, select New > Application. 4. In the Open dialog box, locate the template created above and double click on it. 5. In the General tab of the Properties dialog box, change the default Application object name (if desired). 6. Under the Connections tab add the following Genesys components based on the required media and/or feature support: Inbound Voice: TServer(s) with which the Gplus Adapter will communicate Multi Media and/or Push Preview Outbound Media: 26 Gplus Adapter 8.0

27 Chapter 3: Installing the Adapter Creating and Configuring Media Types Interaction Server Statistics Display: Stat Server Note: For performance reasons, it is strongly recommended that the Gplus Adapter be allocated its own instance of the Genesys Stat Server 7. Under the Options tab, open the crm section. 8. Set the values for the options discovery-service-url and organization-name accordingly. Refer to Chapter 5: Configuring the Adapter for option definitions. 9. Once these values have been entered, click OK to complete the Application object setup. Creating and Configuring Media Types In order for the Gplus Adapter to differentiate between Genesys open-media interactions and Microsoft CRM activities of similar type, CRM interactions must adhere to a specific format. The following instructions outline the steps required to create and configure media types for the Gplus Adapter. Note: The following steps are only applicable to non-voice Microsoft CRM activities. Voice interactions, either as part of a voice-only or a multi-media environment, do not require a specialized media type in the Genesys Configuration environment. 1. In Configuration Manager, select Resources > Business Attributes > Media Type > Attribute Values. 2. Right-click on the Attribute Values sub folder. 3. Select New > Business Attribute Value. The Business Attribute dialog box appears. 4. In the Name field enter the value mscrm- <media type> (e.g. mscrm- , mscrm-fax, mscrm-task) 5. In the Display Name field enter any value to represent the specific attribute (e.g. MsCRM ) 6. In the Description field enter the value mscrm- <media type> 7. Select OK button to save changes Repeat steps 3 6 for each type of Microsoft CRM activity that is to be processed by the Gplus Adapter. Creating and Configuring User Access The Gplus Adapter application created in the previous section is configured as a Third Party Application. This type of application allows multiple instances of the Gplus Adapter for For Microsoft Dynamics CRM Manual Deployment Guide 27

28 Chapter 3: Installing the Adapter Creating and Configuring User Access Microsoft Dynamics CRM to utilize the same application in the CME. To operate in Third Party mode, complete the additional configuration outlined below. 1. In Configuration Manager, select Resources > Persons. 2. Right-click on Persons node and select New > Person as highlighted in Figure 1 below. Figure 1 : Creating a new Person 3. Configure the Person profile with the minimum parameters (as shown in Figure 2 below). Employee ID User Name Password (optional) 4. Uncheck IsAgent checkbox. Figure 2: Configuring Person profile 28 Gplus Adapter 8.0

29 Chapter 3: Installing the Adapter Configuring a User Switch Password 5. Select the Member Of tab and click the Add button. 6. Select the SYSTEM access group and click OK. 7. Click OK again to complete the add new user process. Note: It is strongly recommended that you configure a separate system user (i.e. Person) to represent each Gplus Adapter server application running in a cluster. Configuring a User Switch Password Note: Setting a user's switch password is not required for the Gplus Adapter to operate correctly, but this can be implemented to prevent errors from occurring. Depending on how the network is configured where the Gplus Adapter is deployed there is the possibility that the password of the Agent in the CME may not be the same as the agent's password on network switches. The password of the agent can be set at the switch level to ensure there are no login issues. Setting the password is not required for the Gplus Adapter installation to function correctly, it is an optional setting. To set an agent's login configuration at the switch level perform the following steps: 1. In Configuration Manager, select Resources > Switches then expand the list of configuration options for the switch. 2. Right-click on the Agent Logins node and select New > Agent Login as highlighted in Figure 3 below. Figure 3: Creating a switch Agent Login profile For Microsoft Dynamics CRM Manual Deployment Guide 29

30 Chapter 3: Installing the Adapter Installing the Gplus Adapter 3. In the New Agent Login windows Code field enter the Place the agent will sign in to. 4. Select the Advanced tab and in the password fields, uncheck the Use Override check box and enter the password for the switch, as shown in Figure 4 below. 5. Click the OK button. Figure 4: Creating a switch Agent Login profile Installing the Gplus Adapter Note the following items before you install the Gplus Adapter. To install the Gplus Adapter, you must be logged on with Domain Administrator and Local Administrator privileges. The Gplus Adapter can be installed on the same server or a different server where the Microsoft CRM 2011 application has been installed. Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally. 30 Gplus Adapter 8.0

31 Chapter 3: Installing the Adapter Installing the Gplus Adapter Deploy Application Files Specific application files must be installed on the server hosting the Gplus Adapter. Complete the following steps to deploy these files. 1. Create an appropriate installation directory on the server for the Gplus Adapter. The directory must contain a sub directory called WebRoot. For example: C:\Program Files\Gplus Adapter for Microsoft CRM\WebRoot 2. In the directory created in the previous step, extract contents of GplusAdapterMsCrm.WebRoot.zip file. Note: GplusAdapterMsCrm.WebRoot.zip is part of the installation CD provided by Genesys. On completion of the extraction process the directory structure should be: <installation directory>\webroot\ bin\ Global.asax Gplus_Adapter_MsCrm.tpl Web.config Modify Web.config File The Web.config file contains many Gplus Adapter configuration settings. The default values for most of the settings are acceptable. There are however two sections which must be modified before starting the Adapter. App Settings App Settings identify pertinent information regarding the Genesys Configuration Manager Environment (CME) and the Gplus Adapter application created in the CME, as was completed in the steps outlined on page 26. To modify the app settings complete the following steps. 1. Open the <Gplus Adapter installation directory>\webroot directory. 2. Edit the Web.config file in an appropriate text editor. 3. Locate the tag <appsettings>. 4. Replace the placeholder value keys (located from the opening <appsettings> tag to the closing </appsettings> tag) with keys that represent the configuration of the environment where the Gplus Adapter is being deployed. The keys to be replaced are highlighted in red text below and further information about the keys listed in the table below. For Microsoft Dynamics CRM Manual Deployment Guide 31

32 Chapter 3: Installing the Adapter Installing the Gplus Adapter <appsettings> <add key="ailfactory.configserverhost" value="[tobechanged: AilFactory. ConfigServerHost]" /> <add key="ailfactory.configserverport" value="[tobechanged: AilFactory. ConfigServerPort]" /> <add key="ailfactory.backupconfigserverhost" value="<backup Config Server host>" /> <add key="ailfactory.backupconfigserverport" value="<backup Config Server port>" /> <add key="ailfactory.applicationname" value="[tobechanged: AilFactory. ApplicationName]" /> <add key="ailfactory.username" value="[tobechanged: AilFactory.UserName]"/> <add key="ailfactory.userpassword" value="[tobechanged:ailfactory. UserPassword]" /> </appsettings> Key Placeholder Value [ToBeChanged: AilFactory.ConfigServerHost] [ToBeChanged: AilFactory.ConfigServerPort] <backup Config Server host> <backup Config Server port> [ToBeChanged: AilFactory.ApplicationName] [ToBeChanged: AilFactory.UserName] [ToBeChanged: AilFactory.UserPassword] Key Description Identifies the host name of the server running the primary Configuration Server. Identifies the port associated with the primary Configuration Server. Identifies the host name of the server running the backup Configuration Server (optional). Identifies the port associated with the backup Configuration Server (optional). The name of the Gplus Adapter application as specified in section Creating and Configuring the Application on page 26. The username of the Person profile created in section Creating and Configuring User Access on page 27. The password of the Person profile created in section Creating and Configuring User Access on page 27. On completion the appsettings section of the Web.config file should appear similar to the text snippet below. <appsettings> <add key="ailfactory.configserverhost" value="gen75" /> <add key="ailfactory.configserverport" value="2020" /> <add key="ailfactory.backupconfigserverhost" value="" /> <add key="ailfactory.backupconfigserverport" value="" /> <add key="ailfactory.applicationname" value="gplus_adapter_mscrm" /> <add key="ailfactory.username" value="gplus_adapter_mscrm_user" /> <add key="ailfactory.userpassword" value="helloworld" /> </appsettings> 5. Save changes to the Web.config file 32 Gplus Adapter 8.0

33 Chapter 3: Installing the Adapter Installing the Gplus Adapter Log File Settings The Web.config file identifies the location of all log files created by the Gplus Adapter. There is no default directory for Adapter logging, therefore it is the responsibility of the administrator installing the Adapter to properly create the necessary directories. Failure to create such directories will effectively deactivate all Gplus Adapter logging! To change the log path, complete the following steps. 1. Create a logging directory structure on the Gplus Adapter server. e.g. C:\Logs\Gplus_Adapter_Microsoft_CRM 2. Open the <Gplus Adapter installation directory>\webroot directory. 3. Edit the Web.config file in an appropriate text editor. 4. Locate the tag <RollingFileAppender>. 5. Change the file value parameter associated with RollingFileAppender from its default setting to the directory structure created in Step 1, as is illustrated below. Default Setting: <appender name="rollingfileappender" type="log4net.appender.rollingfileappender"> <file value="[tobechanged: Log.Directory]" /> <appendtofile value="true" /> <maxsizerollbackups value="2" /> <maximumfilesize value="10mb" /> <layout type="log4net.layout.patternlayout"> <conversionpattern value="%date [%thread] %-5level %logger [%property{ndc}] - %message%newline" /> </layout> <threshold value="info"/> </appender> Modified Setting Example: <appender name="rollingfileappender" type="log4net.appender.rollingfileappender"> <file value="c:\logs\gplusadapter\gplusformicrosoftcrm.log"/> <appendtofile value="true"/> <maxsizerollbackups value="2"/> <maximumfilesize value="10mb"/> <layout type="log4net.layout.patternlayout"> <conversionpattern value="%date [%thread] %-5level %logger [%property{ndc}] - %message%newline" /> </layout> <threshold value="info"/> </appender> 6. Locate the tag <GzipAppender>. 7. Change the param argument Folder value from its default setting to the directory structure created in Step 1, as illustrated below. Default Settings: <appender name="gzipappender" type="aria.util.gzipappender, Aria.Util"> <param name="splitmode" value="none" /> <param name="folder" value="[tobechanged: Log.Directory ]" /> <param name="prefix" value="gplus-" /> For Microsoft Dynamics CRM Manual Deployment Guide 33

34 Chapter 3: Installing the Adapter Installing the Gplus Adapter <param name="suffix" value="-" /> <param name="maxfileageindays" value="14" /> <param name="extension" value=".log.gz" /> <layout type="log4net.layout.patternlayout"> <conversionpattern value="%date [%thread] %-5level %logger [%property{ndc}] - %message%newline" /> </layout> </appender> Modified Setting Example: <appender name="gzipappender" type="aria.util.gzipappender, Aria.Util"> <param name="splitmode" value="none" /> <param name="folder" value="c:\logs\gplusadapter\" /> <param name="prefix" value="gplus-" /> <param name="suffix" value="-" /> <param name="maxfileageindays" value="14" /> <param name="extension" value=".log.gz" /> <layout type="log4net.layout.patternlayout"> <conversionpattern value="%date [%thread] %-5level %logger [%property{ndc}] - %message%newline" /> </layout> </appender> 8. Save changes to Web.config 9. Close the Web.config file Modify the Aspnet.config File IIS 7.0 limits the number of active requests to 12 requests per CPU in the system by default. All additional requests that exceed such limits are placed in a queue for processing. In order to efficiently operate, the Gplus Adapter requires an increase to the request limits. To modify request limits in IIS 7.0 complete the following steps. 1. Navigate to the Microsoft.NET Aspnet.config file on the Gplus Adapter server. (e.g. C:\WINDOWS\Microsoft.NET\Framework\v ) 2. Open the Aspnet.config file in an appropriate text editor. 3. Add the following parameters to the file, as highlighted below. <?xml version="1.0" encoding="utf-8"?> <configuration> <runtime> <legacyunhandledexceptionpolicy enabled="false" /> <legacyimpersonationpolicy enabled="true"/> <alwaysflowimpersonationpolicy enabled="false"/> <SymbolReadingPolicy enabled="1" /> </runtime> <system.web> <applicationpool maxconcurrentrequestspercpu="5000" maxconcurrentthreadspercpu="0" requestqueuelimit="5000" /> </system.web> </configuration> 34 Gplus Adapter 8.0

35 Chapter 3: Installing the Adapter Installing the Gplus Adapter 4. Save changes to the Aspnet.config file. The final step involved in the installation of the Gplus Adapter 8.0 for Microsoft Dynamics CRM is to install and configure the Adapter on IIS 7.0. Installing Gplus Adapter on an IIS 7.0 Web Server Use the following instructions to configure an application pool and web site on IIS 7.0 web server for Gplus Adapter 8.0. This version of the Gplus Adapter must be installed on an IIS 7.0 Web Server, IIS 6.0 is not supported by Gplus Adapter 8.0. Note: The following instructions describe a typical installation process for IIS 7.0. Steps outlined below may vary depending on Windows and IIS configuration. Create an Application Pool To create a new application pool complete the following steps: 1. Click on the Windows Start button, select Administrative Tools and then select Internet Information Services (IIS) Manager. 2. Expand the Gplus Adapter application pool will be created and select Application Pools. 3. Right-click Applications Pools, select Add Application Pool... (see Figure 5 below) Figure 5: Adding an Application Pool 4. The Add Application Pool dialog box will appear. Complete the parameters as follows, as highlighted in Figure 6 below. For Microsoft Dynamics CRM Manual Deployment Guide 35

36 Chapter 3: Installing the Adapter Installing the Gplus Adapter a. Set Name property to GenesysGplusAdapterForMsCrm. b. Set the.net Framework version parameter to.net Framework v c. Set the Managed pipeline mode to Integrated. d. Check the option Start application pool immediately. Figure 6: Setting application pool name 5. Select the OK button to save the application pool and close the Add Application Pool dialog box. A new application pool with the name GenesysGplusAdapterForMsCrm is added automatically to the list of existing application pools. 6. Select the newly created GenesysGplusAdapterForMsCrm application pool, right-click and select Recycling option. (as shown in Figure 7 below) 36 Gplus Adapter 8.0

37 Chapter 3: Installing the Adapter Installing the Gplus Adapter Figure 7: Setting recycling options The Edit Application Pool Recycling Settings dialog box appears. 7. Complete the recycling parameter as follows: (See Figure 8 on the following page) a. Uncheck Regular time intervals (in minutes). b. Check the Specific time(s) option and specify an appropriate time to recycle connections. Enter a time that reflects a period of no, or relatively low, call activity as the recycling process results in the restart of the Gplus Adapter 8.0 for Microsoft Dynamics CRM application. For Microsoft Dynamics CRM Manual Deployment Guide 37

38 Chapter 3: Installing the Adapter Installing the Gplus Adapter Figure 8: Setting recycling parameters 8. Select the Next button. 9. Select the Finish button to close the Edit Application Pool Recycling Settings dialog box. 10. Right-click the GenesysGplusAdapterForMsCrm application pool, select the Advanced Settings option (as highlighted in Figure 9 on the following page). The Advanced Settings dialog box appears. 38 Gplus Adapter 8.0

39 Chapter 3: Installing the Adapter Installing the Gplus Adapter Figure 9: Configuring advanced settings 11. Select the Identity property under the Process Model section. (as shown in Figure 10 below). Figure 10: Setting Identity option The Application Pool Identity dialog box appears. (See Figure 11 below). For Microsoft Dynamics CRM Manual Deployment Guide 39

40 Chapter 3: Installing the Adapter Installing the Gplus Adapter 12. Select Custom Account option, followed by Set button. The Set Credentials dialog box appears, as shown below. Figure 11: Setting credentials 13. Enter the domain\username and password of a user who possesses administrative privileges for the Microsoft CRM 2011 application. 14. Select OK button to close Set Credentials dialog box. 15. Select OK button to close Application Pool Identity dialog box. 16. Set Idle Time-out (minutes), located under the Process Model section, to a value of Set Load User Profile, located under the Process Model section, to False. 18. Select OK button to close Advanced Settings dialog box. Creating a Web Site Application To create a new application on an IIS 7.0 web server, complete the following steps: 1. Click on t he Windows Start but ton, Administrative T ools and s elect Internet I nformation Services (IIS) Manager. 2. Expand the tree for the server where the Gplus Adapter application pool will be created and select Sites. All c onfigured s ites a ppear i n t he ad jacent pa nel, as s hown in Figure 12 below. 40 Gplus Adapter 8.0

41 Chapter 3: Installing the Adapter Installing the Gplus Adapter Figure 12: Viewing associated sites 3. Right-click on Sites then select Add Web Site... (See Figure 13) The Add Web Site dialog box will appear. Figure 13: Adding a new web site 4. In the Site name box, type GenesysGplusAdapter, as shown below in Figure Using the Select button select the application pool that was created in the Create an Application Pool section of this document. 6. Set the Physical path: parameter to the location where the application files are deployed. The path must include the WebRoot directory. For Microsoft Dynamics CRM Manual Deployment Guide 41

42 Chapter 3: Installing the Adapter Installing the Gplus Adapter Figure 14: Configuring the application 7. Fill in the appropriate network information in the Binding section and select the OK button to close Add Web Site dialog window. The new web site is created in Sites. 8. Select the GenesysGplusAdapter web site and open the Authentication option, located in the Security category, as highlighted in Figure 15 below. 42 Gplus Adapter 8.0

43 Chapter 3: Installing the Adapter Installing the Gplus Adapter Figure 15: Setting authentication 9. Disable all authentication modes except Windows Authentication and ensure that the Windows Authentication mode is set to Enabled, as highlighted below. Figure 16: Enabling Windows Authentication 10. Highlight the GenesysGplusAdapter web site again and select the Error Pages option, which is located in the HTTP Features category. 11. On Error Pages list highlight Status Code 500 on the list. Right-click and select Edit Feature Settings, or select the Edit Feature Settings... option from the adjacent Actions panel. The Edit Error Pages Settings dialog box appears. 12. Select the Detailed errors option and click OK. For Microsoft Dynamics CRM Manual Deployment Guide 43

44 Chapter 3: Installing the Adapter Uninstalling the Gplus Adapter For additional information on enabling custom errors in IIS 7.0, refer to The installation of the Gplus Adapter for Microsoft Dynamics CRM in an IIS 7.0 web server environment is complete. Refer to Chapter 9: Accessing the Gplus Adapter for instructions on how to access the Adapter. Uninstalling the Gplus Adapter To completely uninstall the Gplus Adapter components previously installed: 1. Delete the folder and files created in the Deploy Application Files section on page Stop and delete the website created in Creating a Web Site Application section of the document. 3. Stop and delete the Application Pool created in the Create an Application Pool section of the document. Note: Existing log files are not deleted by the uninstall process. Such files must be manually removed. 44 Gplus Adapter 8.0

45 Chapter 4 Configuring the Adapter This chapter describes the configuration options available with the Gplus Adapter 8.0 for Microsoft Dynamics CRM. in the Genesys Configuration Manager. It includes the following sections: Configuring the Gplus Adapter Implementing the Softphone.htm Option Configuring the Gplus Adapter This section describes configuration options available for the Gplus Adapter 8.0 for Microsoft Dynamics CRM. To view and/or change these options, access the Genesys Configuration Manager and open the Gplus Adapter application as was created during the installation process, or launch the Configuration Editor and modify the options for the proper Gplus Adapter application located under the Environment node. The subsections below describe individual tabs in the Properties dialog box. Connections Tab Add the following Genesys components to the Connections tab based on the required media/feature support: Inbound Voice: TServer(s) component Multi Media and/or Push Preview Outbound Media: Interaction Server For Microsoft Dynamics CRM Manual Deployment Guide 45

46 Chapter 4: Configuring the Adapter Implementing the Softphone.htm Option Statistics Display: Stat Server Note: For performance reasons, it is strongly recommended that the Gplus Adapter be allocated its own instance of the Genesys Stat Server. Note: All servers must be properly configured and running before configuring the Adapter. Options Tab All options listed under the Options tab of the Gplus Adapter application are also found under the Options section of the Configuration Editor. Administration can manage the options from either the editor, which is the recommended approach, or through the Genesys CME. All option names and values are case sensitive and any changes to the Options section will take effect after agents resigns into the Adapter. For a description of each option, refer to Chapter 3: General Options of the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide. Implementing the Softphone.htm Option The Softphone.htm option is an option that can be applied to pop-url options configured under the screenpop-url, screenpop-new-entity and screenpop-openmedia sections of the Configuration Editor. Using Softphone.htm allows administrators to add softphone controls to any of the configured URL as part of these sections. To implement the Softphone.htm option, complete the following steps. 1. Navigate to, and select, the Gplus Adapter application from the menu of the Configuration Editor. 2. Expand Options node from the second panel of the editor, and select the appropriate screenpop section. 3. Change the pop-url value to reference a Softphone.htm page. The value must adhere to specific conditions. The value must start with Softphone.htm?url= The value must be URL encoded URL Value Encoded Value : %3A? %3F = %3D & %26 46 Gplus Adapter 8.0

47 Chapter 4: Configuring the Adapter Implementing the Softphone.htm Option Any arguments which reference interaction data must be formatted with ${ } tags Examples: Softphone.htm?url=${interaction.UserData.url} Softphone.htm?url= http%3a// Softphone.htm?url=http%3A// dnis%3d${interaction.userdata.dnis} Note: For any configured pop-url option the Softphone.htm page must be referenced by its absolute path. (e.g. <MsCrm host>:< MsCrm port>/isv/main.aspx/softphone.htm?url=) 4. Select the Save Changes button from the top left corner of the Configuration Editor. Customizing a softphone-config section Since the Softphone.htm option incorporates softphone controls into third party or external pages, the softphone controls embedded on these pages must be flexible to accommodate different page layouts. The purpose of the configuration option softphone-config is to provide such flexibility. Administrators can change the size and location of the softphone controls to best suit the layout of their screenpops. The softphone-config section is not a mandatory requirement when using the Softphone.htm option. Softphone.htm pages can be implemented without any corresponding softphone-config section. In such cases the softphone controls will default to the top-right section of the page. The width of the controls reverts to the value specified in the width option under the toolbar-default-ui section. Important: The softphone-config section of the Configuration Editor only pertains to the Softphone.htm option. The section cannot be used for standard or custom Microsoft CRM entity screenpops. To change the size and location of the softphone controls embedded on a third party or external page, complete the following steps. 1. For each pop-url value which references a Softphone.htm page create a new softphoneconfig section. Refer to the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide for instructions on how to create and configure a new softphone-config section. 2. Navigate to the appropriate screen-pop section and modify the pop-url property to reference its corresponding softphone-config section, by adding the value &config=name to the URL address. For Microsoft Dynamics CRM Manual Deployment Guide 47

48 Chapter 4: Configuring the Adapter Implementing the Softphone.htm Option Examples: pop-url value softphone-config section Softphone.htm?url=http%3A// ction.userdata.ani}%26dnis%3d${interaction.userdata.dnis} &config=website softphone-config[website] Softphone.htm?url= http%3a// &config=map softphone-config[map] 3. Select the Save Changes button from the top left corner of the Configuration Editor. Note: Changes take effect at sign-in. 48 Gplus Adapter 8.0

49 Chapter 5 Configuring Microsoft Dynamics CRM This chapter describes how to configure the Microsoft Dynamics CRM 2011 application to operate with the Gplus Adapter 8.0 for Microsoft Dynamics CRM. It includes the following sections: Creating the Gplus Adapter Security Role Assigning the Gplus Adapter Security Role Creating the Gplus Adapter Security Role Users can operate Microsoft Dynamic CRM with or without softphone controls. Access to the Gplus Adapter is determined by the security role of the user. The user must possess a specific security role that is identified in the Microsoft CRM application, and is referenced in the Configuration Editor. To create the Gplus Adapter security role, complete the following steps: 1. In the Microsoft Dynamics CRM application, open Settings > Administration > Security Roles as shown in Figure 17 on the following page. For Microsoft Dynamics CRM Manual Deployment Guide 49

50 Chapter 5: Configuring Microsoft Dynamics CRM Assigning the Gplus Adapter Security Role Figure 17: Accessing security roles 2. Select the New button. 3. Enter Genesys Gplus Adapter User in the Role Name field, as seen in Figure 18. Figure 18: Creating Gplus Adapter security role 4. Select Save and Close option Assigning the Gplus Adapter Security Role Assigning the Gplus Adapter security role, as created in the previous section, is done in the Microsoft CRM application. 50 Gplus Adapter 8.0

51 Chapter 5: Configuring Microsoft Dynamics CRM Assigning the Gplus Adapter Security Role To assign the security role to a user, complete the following steps: 1. Open Settings > Administration > Users, as highlighted in Figure 19. Figure 19: Accessing Users 2. Right-click on the appropriate User and select Open The User dialog window appears, as shown in Figure 20 below. Figure 20: The User dialog window 3. Select the Security Roles option as highlighted in Figure 21 on the next page. For Microsoft Dynamics CRM Manual Deployment Guide 51

52 Chapter 5: Configuring Microsoft Dynamics CRM Assigning the Gplus Adapter Security Role 4. Select the Manager Roles option, as shown in the following diagram. Figure 21: Manage Roles The Confirm Security Role Assignment dialog window appears, as shown in Figure 22 below. Figure 22: The Confirm Security Role Assignment dialog window 5. Check the role Genesys Gplus Adapter User. 6. Click OK. 7. Click on the General link, under Information. 8. Click Save and Close. 52 Gplus Adapter 8.0

53 Chapter 6: Common Configuration CTI-to-CRM Attribute Mapping Chapter 6 Common Configuration This chapter discusses some common configuration topics for system administrators or contact center managers. It includes the following sections: CTI-to-CRM Attribute Mapping Adding Click to Dial Functionality Changing the MS Entity Form Screen Pop Configuring Screen Pops Configuring Multiple Screen Pops Overriding Screen Pops Modifying Not Ready Reasons CTI-to-CRM Attribute Mapping As part of a configured screen pop, the Gplus Adapter can pre-populate specified fields on the selected Microsoft CRM entity form. This process of pre-populating CRM form fields is regarded as CTI-to-CRM attribute mapping. Knowledge of Microsoft CRM entity attributes and CTI attached data key/value information is required to implement this feature of the Adapter. Knowledge of basic SQL syntax is also recommended. Note: Names used in any CTI-to-CRM Mapping query must match metadata entity/attribute names. The queries do not map to the actual database schema. To map CTI data to CRM form fields complete the following steps: 1. Open the Configuration Editor and identify which Microsoft CRM entity has been configured to pop, as illustrated in Figure 23 on the following page. For Microsoft Dynamics CRM Manual Deployment Guide 53

54 Chapter 6: Common Configuration CTI-to-CRM Attribute Mapping Figure 23: Viewing screenpop-new-entity options Note: Multiple screen-pop-new-entity sections can exist. Mappings for all sections are listed under the cti-to-crm-attribute-map section of the editor. 2. Access the Microsoft CRM 2011 application (administrator access required). 3. Select Settings > Customization > Customizations > Customize the System. 4. In the Solution: Default Solution window, open the appropriate Microsoft entity, as was identified in Step Open Forms and select the form for the entity. Figure 24: Opening MS Phone Call entity 6. Identify the name of each form field which is to be pre-populated on screen pop. (The process is highlighted in Figure 25 below) 7. Open the Configuration Editor. Expand Environment node and select the Gplus Adapter application. 8. From the second panel of the editor, expand the Options node and select the cti-to-crmattribute-map section. 9. For each form field identified in Step 6, create a new Key/Value entry that adheres to the following format. 54 Gplus Adapter 8.0

55 Chapter 6: Common Configuration CTI-to-CRM Attribute Mapping Figure 25: Viewing field names Option Name = CRM form name.crm field name Examples: phonecall.subject lead.firstname salesorder.totallineitemamount Option Value = Source of pre-populated value (refer to following Data Mapping Options section for details) Examples: interaction.userdata.department dynamic:${interaction.userdata.contactquery} SELECT guid FROM contact WHERE lastname = ${interaction.userdata.lastname} For Microsoft Dynamics CRM Manual Deployment Guide 55

56 Chapter 6: Common Configuration CTI-to-CRM Attribute Mapping Important: The CTI-to-CRM Attribute Mapping section has limited access to the interaction object. Any value field that references the interaction object is limited to the following attributes. Id (this is an internal id; not to be confused with the Genesys connid) UserData CallType CallDirection ConsultReason Ani OtherDn Dnis Queue CallId ConnId 11. Select the Save Changes button from the top left corner of the Configuration Editor. Data Mapping Options The following table highlights the various means by which to attain data for use in the CTI-to-CRM mapping configuration option. The form field is pre-populated with event data associated with the incoming interaction Event Data FORMAT: interaction.<event Key> interaction.ani interaction.dnis interaction.otherdn EXAMPLES: The form field is pre-populated with attached data associated with the incoming interaction Attached Data FORMAT: interaction.userdata.<attached Data Key> EXAMPLES: interaction.userdata.accounnumber interaction.userdata.originalani interaction.userdata.ivrselection Dynamic The form field is pre-populated with data derived from a SQL statement attached to the incoming interaction FORMAT: EXAMPLES: dynamic: ${interaction.userdata.<attached Data dynamic: ${interaction.userdata.accountquery} 56 Gplus Adapter 8.0

57 Chapter 6: Common Configuration CTI-to-CRM Attribute Mapping Key that contains SQL statement>} dynamic: ${interaction.userdata.screenpopquery} The form field is pre-populated with data derived from a SQL statement. The statement can reference event data, attached data and/or Microsoft CRM entity attributes SQL Grammar FORMAT: Append multiple SQL statements with semi-colon 1 <SQL statement> ; <SQL statement> FORMAT: Reference standard SQL grammar Logic AND OR Conditions = Equal!= Not equal <> Not equal > Greater than < Less than >= Greater than or equal <= Less than or equal LIKE String matches pattern NOT LIKE String does not match pattern IS NULL Is null IS NOT NULL Is not null String Manipulation + String concatenation Arithmetic + Add - Subtract * Multiply / Divide % Modulus EXAMPLES: SELECT accountid FROM account WHERE accountnumber = ${interaction.userdata.accountnumber}; SELECT accountid FROM account WHERE name = ${interaction.userdata.accountname} SELECT salesorderid FROM salesorder WHERE ordernumber = ${interaction.userdata.orderid}; SELECT salesorderid FROM salesorder WHERE name =${interaction.userdata.ordername} and createdon = ${interaction.userdata.orderdate}; SELECT salesorderid FROM salesorder WHERE datefulfilled = ${interaction.userdata.orderfulfill} EXAMPLES: SELECT accountid FROM account WHERE accountratingcode > 1 SELECT contactid FROM contact WHERE firstname = ${interaction.userdata.firstname} or lastname= ${interaction.userdata.lastname} SELECT campaigned FROM campaign WHERE codename not like ES SELECT accountnumber FROM account WHERE accountnumber = ${interaction.userdata.accountnumber} SELECT name FROM account WHERE name like ${interaction.userdata.accountname} + % 1 In the multiple SQL statement scenario, the Gplus Adapter will run the SQL statements in order and will only proceed to the subsequent statement if the current statement returned NULL. There is no limit to the number of SQL statements which can be appended to the original statement. For Microsoft Dynamics CRM Manual Deployment Guide 57

58 Chapter 6: Common Configuration CTI-to-CRM Attribute Mapping Literals 'ABC' String 123 Integer Real TRUE True FALSE False Data Functions The following table highlights the various functions which can be incorporated into the SQL statements for the CTI-to-CRM mapping configuration option. Convert a string to lowercase LOWER FORMAT: LOWER(<String value>) EXAMPLE: select contactid from contact where name = LOWER(${interaction.UserData.Name}) UPPER Convert a string to uppercase FORMAT: UPPER(<String value>) EXAMPLE: select contactid from contact where name = UPPER(${interaction.UserData.Name}) TRIM Trim whitespace from the left and right of a string FORMAT: EXAMPLE: TRIM(<String value>) select contactid from contact where name = TRIM(${interaction.UserData.Name}) LTRIM Trim whitespace from the left of a string FORMAT: EXAMPLE: LTRIM(<String value>) select contactid from contact where name = LTRIM(${interaction.UserData.Name}) RTRIM Trim whitespace from the right of a string FORMAT: EXAMPLE: RTRIM(<String value>) select contactid from contact where name = RTRIM(${interaction.UserData.Name}) 58 Gplus Adapter 8.0

59 Chapter 6: Common Configuration Adding Click to Dial Functionality FORMATPHONENUMBER Format string into a specific phone number format 2 FORMAT: EXAMPLE: FORMATPHONENUMBER (<String value>) SELECT contactid FROM contact WHERE telephone1 = FORMATPHONENUMBER (${interaction.userdata.phonenumber}) CTI-to-CRM Mapping Recommendations and Considerations When mapping data to CRM fields the following points should be taken under advisement. 1. Any CTI-to-CRM mapping which results in multiple matches is automatically truncated to the first record by the Gplus Adapter. 2. The Adapter ignores all spacing and line breaks while processing SQL statements. 3. CTI-to-CRM mappings can have a potential performance impact on the Gplus Adapter process. This statement is particularly valid if the query requires an analysis of every record in a given table. (i.e. using conditional clauses LIKE or NOT LIKE) 4. CTI-to-CRM mapping must adhere to the CRM field data types. Any attempt to pre-populate a CRM field with a value of an inconsistent data type will result in an error. 5. The term guid is equivalent to the primary key attribute of the given MS entity. (for example: SELECT guid FROM contact is the equivalent of SELECT contactid FROM contact) Adding Click to Dial Functionality Click to Dial functionality allows administrators to directly embed dial icons adjacent to any phone number field on any Microsoft entity form. (As highlighted in Figure 26 on the following page.) The icons act as a shortcut allowing users to initiate an outgoing phone call to the associated phone number without the need to enter digits through either the phone set or the softphone controls. Note that using the Click to Dial button to initiate a phone call from a CRM Entity initiates the phone call on the main Gplus Adapter window, users must be manually clicked on main CRM window to obtain focus. To add a Click To Dial icon to a Microsoft entity form complete the following steps: 1. Access Microsoft CRM 2011 application (administrator access required). 2. Select Settings > Customization > Customizations > Customize the System, which will pop open a new window. 2 The phone format utilized by this function is identified in the phonenumber-replace-expression configuration option outlined under the General section of the Gplus Adapter application in the Genesys CME For Microsoft Dynamics CRM Manual Deployment Guide 59

60 Chapter 6: Common Configuration Adding Click to Dial Functionality 3. Open the appropriate CRM entity. Figure 26: Adding Dial Icon 4. Open Forms and select the Information form with Form Type Main. 5. Select Form Properties, located near the center of the ribbon menu. Note the Ribbon Controls bar must be visible in order to see this option. 6. In the popped Form Properties window's Events tab, expand the Form Libraries section and click the Add button. 7. On the Look Up Record window that opens, select New. 8. Enter desired values for the Name, Display Name and Description fields in the popped Web Resource: New window. 9. In the Content section select Script as the Type, then click on the Text Editor button that appears to the right of the Type dropdown list. 10. Copy and paste the following JavaScript into the Source text window of the Edit Content window and click OK. function clicktodial() { var canaccessrootwindow = true; var boot = window; try { 60 Gplus Adapter 8.0

61 Chapter 6: Common Configuration Adding Click to Dial Functionality { while(!boot.cimboot && (boot.opener boot.parent!= boot)) if(boot.opener) { boot = boot.opener; } else { boot = boot.parent; } } } catch(ex) { canaccessrootwindow = false; } } if(canaccessrootwindow && boot.cimboot) { var adapter = boot.bindadaptertowindow(window); var crmform = document.getelementbyid("crmform"); adapter.dialbuttons.add(crmform.phonenumber.id); adapter.initialize(); } function showmessage(message) { settimeout(function() {alert(message)}, 0); } 11. The phonenumber portion of the above script indicates what field on an entity the Click To Dial button will appear. The phonenumber example above is taken from the name of the Phone Call entity field Phone Number (see Figure 27 below) and therefore causes the Click To Dial button to appear on this entity field (see Figure 26 above). Change the phonenumber field to the appropriate field where the Click to Dial 12. Click on Save and Close in the Web Resource: New window and OK on the Look Up Record window. For Microsoft Dynamics CRM Manual Deployment Guide 61

62 Chapter 6: Common Configuration Adding Click to Dial Functionality Figure 27: Form Properties 13. In the Events tab, expand the Event Handlers section if necessary. The Control dropdown should be set to Form and the Event dropdown set to OnLoad. 14. Click on the Add button to pop the Hander Properties window. 15. Select the Library (that was created in step 7 above) from the Library dropdown menu and enter the Function name clicktodial. 16. Ensure that the Enabled checkbox is checked and click OK. The Events tab in the Form Properties window should appear similar to Figure 28 on the following page: 62 Gplus Adapter 8.0

63 Chapter 6: Common Configuration Adding Click to Dial Functionality Figure 28: Form Properties 17. Click on the OK button to close the Form Properties window. 18. Click on the Save button then the Publish button to complete the Click-To-Dial configuration. 19. A Publishing Customizations... message will appear on screen. Once it disappears close the Entity Form. Note: Dial icons will not appear on appropriate Microsoft entity form unless all changes are published. For Microsoft Dynamics CRM Manual Deployment Guide 63

64 Chapter 6: Common Configuration Changing the MS Entity Form Screen Pop Changing the MS Entity Form Screen Pop By default, the Gplus Adapter 8.0 for Microsoft Dynamics CRM is configured to screen pop the phonecall MS entity form with each incoming/outgoing voice interaction. However, the Adapter is fully capable of creating and displaying any Microsoft entity form, including both existing and customized Microsoft forms. To change which entity form is configured for screen pop, complete the following steps. Note: If the screenpop-new-entity section is reconfigured to screen pop a new customized MS entity form, it is necessary that all relevant CRM roles possess the proper security permissions for the customized entity. Verify permissions in the Microsoft CRM application under Settings < Administration < {Specific Security Role} < Custom Entities. At minimum, the CRM role requires READ and WRITE privileges. Failure to assign the correct security permissions will lead to errors on any configured screen pop. 1. Access Microsoft Dynamics CRM 2011 application (administrator access required). 2. Open the entity that is going to be popped each voice interaction. 3. Identify the URL address of the entity form using the following instructions: a) Open Microsoft entity from appropriate location under Workplace directory. b) Select F11 key to expand activity window. c) Make note of URL address, as is highlighted in Figure 29 below. Figure 29: Locating URL address of entity form 64 Gplus Adapter 8.0

65 Chapter 6: Common Configuration Changing the MS Entity Form Screen Pop The address required for configuration is the address relative to the Microsoft CRM directory. Example: Complete URL address: AA FF33509E}# Required URL address: /sfa/accts/edit.aspx?id={db4d44ad-36d0-dc11-aa ff33509e}# 4. Open the Gplus Adapter Configuration Editor. 5. Navigate to, and select, the Gplus Adapter application from the menu of the Configuration Editor. 6. Expand Options node from the second panel of the editor, and select the appropriate screenpop-new-entity section. 7. Make necessary changes to the screenpop-new-entity properties based on the descriptions provided below. Figure 30: screenpop-new-entity properties create-call-types: entity-name pop-attribute: pop-call-types: pop-url: Change the call types for which the identified entity form is created. (optional) Change the name of the Microsoft entity configured for creation, as identified in Step 3 on page 64. (required) Change the form field name that if pre-populated, will override the screen pop of the CRM entity identified in the entity-name option. (optional) Change the call types for which the identified entity form is displayed. (optional) Change the URL address to the one identified in Step 3 on page 64. Note, there must be a modification to the address to replace the actual entity guid with a dynamic variable. (required) Example: Original URL address: For Microsoft Dynamics CRM Manual Deployment Guide 65

66 Chapter 6: Common Configuration Configuring Screen Pops /sfa/accts/edit.aspx?id={db4d44ad-36d0-dc11-aa ff33509e}# Modified URL address: /sfa/accts/edit.aspx?id={${createdentity.guid}}# trigger: Change the trigger for when a screenpop occurs, which can be when an event is Created or Accepted. (required) Note: For detailed description of above listed options, refer to the appropriate section in Chapter 3: General Options of the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide. 8. Add any necessary CTI-to-CRM mappings for the identified entity form under the cti-to-crmattribute-map section of the editor. Refer to instructions outlined in section CTI-to-CRM Attribute Mapping on page 53. (optional) 9. Select Save Changes button from the top left corner of the Configuration Editor. Configuring Screen Pops Screen pops refer to the display of a specific Microsoft CRM entity or other URL to the user with an interaction. Administration can configure screen pops for all supported media types and associate the screen pop to different call types. Outlined below are the instructions for how to configure a screen pop for each of the supported media types. Voice Interactions All screen pops related to voice interactions are configured under the screenpop-new-entity and/or the screenpop-url option sections of the Configuration Editor. Both sections are described in Chapter 3: General Options of the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide. Outbound Records The Gplus Adapter does not screen pop any Microsoft CRM entity as part of processing outbound records. The Adapter can create entities and provide users with a link, or links, to access any of the created entities. For instructions on how to create Microsoft CRM entities for outbound records refer to Chapter 12: Outbound CRM Entities in the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide. 66 Gplus Adapter 8.0

67 Chapter 6: Common Configuration Configuring Multiple Screen Pops Open Media The Gplus Adapter automatically screen pops, or displays, the Microsoft CRM entity associated with the incoming open media interaction. To override default behavior and display a different entity or URL to the user, refer to the screenpop-openmedia section of the Configuration Editor. The section is described in Chapter 3: General Options of the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide. Configuring Multiple Screen Pops Default configuration supports a single screen pop. However, administration can make modifications to existing options to enhance screen pop functionality to support multiple screen pops; each screen pop associated with a different Microsoft CRM entity. There is no limit to the number of screenpop sections that can be configured for use. Note: Screenpop sections screenpop-url and screenpop-new-entity include ability to configure multiple screenpops. To configure multiple screenpop sections, complete the following steps: 1. Navigate to, and select, the Gplus Adapter application from the menu of the Configuration Editor. 2. Expand Options node from the second panel of the editor, and select Add New Section. A new entry is added automatically to the list. The default name of the entry is New Section. 3. Rename the entry to an appropriate name. The name is not arbitrary. It must be a duplicate of either the screenpop-url or screenpop-new-entity section names, appended with a unique identifier, as highlighted in Figure 31 on the following page. Examples: screenpop-new-entity[phonecall] screenpop-new-entity[task] screenpop-url[pop directory] screenpop-new-entity[create a new appointment] 4. Open the new section and add all existing option properties, as are listed in the original screenpop section. (e.g. enabled, create-call-types, pop-call-types, pop-attribute, entityname, pop-url) For Microsoft Dynamics CRM Manual Deployment Guide 67

68 Chapter 6: Common Configuration Overriding Screen Pops 5. Configure option properties accordingly, as shown on the following page. 6. Select Save Changes button from the top left corner of the Configuration Editor. Figure 31: Creating a screenpop-new-entity section for Task entity Note: Any CTI-to-CRM attributes required to support the new screenpop section can be added to the existing cti-to-crm-attribute-map section. Overriding Screen Pops Administration can configure screen pops on a group basis, with each group receiving a different screen pop for the same Genesys event. The process is known as overriding. It is possible to override the screenpop-new-entity, screenpop-url and screenpop-openmedia configuration sections of the Adapter. For instructions on how to implement the override feature, refer to Chapter 5: Overriding Options in the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide. Modifying Not Ready Reasons Note: As of version of the Gplus Adapter, administration manages not ready reasons using the Configuration Editor. Refer to Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide for instructions. Not ready reasons appear in the softphone controls on the main CRM page under the Go Not Ready button. The reasons listed are only applicable to the place as a unit; with any selection applied to all media types within the place. The reasons are not available for selection when changing the state of a specific media type, as is done through the Place State button. All reasons listed in the drop down list, as is highlighted in Figure 32, are configured in the Genesys Configuration Manager Environment. 68 Gplus Adapter 8.0

69 Chapter 6: Common Configuration Modifying Not Ready Reasons Figure 32: Not Ready reasons Note: The option After Call Work is an option inherent to the Gplus Adapter. Inclusion of this option is determined by the configuration option acw-manual-in, which is located under General section of the Adapter options in the Genesys CME. To add, delete and/or modify the Not Ready Reasons, complete the following steps: 1. Open Genesys Configuration Manager. 2. Expand Resources > Not Ready Reason Groups. 3. Add, delete and/or modify any reason codes in this menu. Any changes to Not Ready Reasons do not require a restart of the Gplus Adapter to take effect. Agents simply need to sign-out and sign back into the Gplus Adapter to receive the changes. By default, an agent workmode of Unknown is associated with any not ready reason sent to Genesys as part of any not ready request. Consult the Gplus Adapter 8.0 for Microsoft Dynamics CRM Configuration Editor Guide for instructions on how to assign a different agent workmode to a specific Not Ready Reason. The following workmodes are supported: AfterCallWork AutoIn AuxWork LegalGuard ManualIn NoCallDisconnect ReturnBack Unknown WalkAway Note: Any changes to agent workmodes will take effect immediately. The new workmode will be sent along with the appropriate reason code the next time the agent selects the reason from the not ready reason list. For Microsoft Dynamics CRM Manual Deployment Guide 69

70 For Microsoft Dynamics CRM Manual Deployment Guide 70

71 Chapter 7 Outbound Synchronization Outbound Synchronization refers to the process of synchronizing Genesys Outbound Contact Server (OCS) calling lists with Microsoft CRM campaigns. CRM campaign information is mapped to a specific OCS calling list resulting in the inclusion of CRM data in a Genesys campaign. The following chapter discusses the synchronization process. The content of this chapter is divided into the following sections: Synchronization Workflow Synchronization Prerequisites Configuring Outbound Synchronization Starting the Synchronization Process Synchronization Workflow The process of synchronizing Microsoft CRM data with Genesys OCS fields involves monitoring CRM queues for campaign information. The following diagram on the next page details the workflow. 1. The Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server component continually monitors a specific CRM queue for phonecall entities belonging to a specific CRM campaign or campaign activity. 2. The Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server component relocates any found phonecall entities into a temporary CRM queue. 3. The Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server component maps CRM data to OCS fields, according to configuration settings determined by administration, and writes the configured records to the Genesys OCS database. For Microsoft Dynamics CRM Manual Deployment Guide 71

72 Chapter 7: Outbound Synchronization Synchronization Workflow Note: Any problems or errors at this stage will result in the return of the phonecall entity back to the original monitored CRM queue. (e.g. OCS field constraints not met) 4. Genesys retrieves and processes the records as part of an OCS campaign. 5. Genesys targets a properly skilled agent to process the record and sends the record to the selected agent. 6. The Gplus Adapter receives the incoming Genesys event for the OCS record. Using the entity id attached to the record, the Adapter sends a request to the Microsoft CRM to locate and move the specified phonecall entity from the temporary queue. 7. The specific phonecall entity is placed into the targeted agent's queue. 8. The Gplus Adapter forwards the Genesys event to the proper agent. 72 Gplus Adapter 8.0

73 Chapter 7: Outbound Synchronization Synchronization Prerequisites Synchronization Prerequisites The outbound synchronization process requires the pre-existence of certain components. Some of these components, and the configuration of such components, are not detailed in this document. If necessary, refer to appropriate documentation to ensure all prerequisites are installed, configured and operational before running the synchronization process. 1. Microsoft CRM Campaign A valid campaign must be configured in the Microsoft CRM application. The campaign can be of type Campaign or Quick Campaign. The campaign represents the source of the CRM data used in the outbound synchronization process. 2. Genesys OCS Database A specific database table and stored procedure must exist in the Genesys OCS database in order to run the outbound synchronization process. Ensure that the SQL scripts on the following page are ran before proceeding with any further synchronization steps. Note: The script must be run as the same database user as is specified in the Database Access Point (DAP) object associated with the Genesys Outbound Contact Server. CREATE PROCEDURE BIGINT BIGINT OUTPUT AS BEGIN INT; = 0 < 1 RAISERROR('NUMOFIDS must be greater then 0', 18, 1) BEGIN TRANSACTION = NEXTVALUE FROM SEQUENCES WITH (UPDLOCK, TABLOCKX) WHERE SEQUENCENAME <> 0 GOTO FOUND = 0; INSERT INTO SEQUENCES(NEXTVALUE, SEQUENCENAME) <> 0 GOTO FAIL FOUND: UPDATE SEQUENCES SET NEXTVALUE WHERE SEQUENCENAME COMMIT TRANSACTION For Microsoft Dynamics CRM Manual Deployment Guide 73

74 Chapter 7: Outbound Synchronization Synchronization Prerequisites FAIL: <> 0 BEGIN ROLLBACK TRANSACTION RAISERROR (@ERROR,10,1) END RETURN 0 END GO CREATE TABLE SEQUENCES ( SEQUENCENAME VARCHAR(64) PRIMARY KEY, NEXTVALUE BIGINT ); 3. Genesys OCS Campaign A valid campaign must be configured in the Genesys Configuration Manager (CME). The campaign, and associated calling list, represent the destination for the CRM data retrieved as part of the synchronization process. The campaign must contain two specific fields: a. A field to store the entity id, or the unique id of the CRM phonecall entity. b. A field to store the name of the temporary CRM queue that is part of the synchronization process. Both outbound fields store GUID information. Set the field type to VARCHAR and the length to 50. The fields cannot be null, nor can they be classified as primary keys or unique values. Each field must have a SEND_ATTRIBUTE value. The name of the SEND_ATTRIBUTE is arbitrary. Refer to OCS standards for naming conventions. Note: The Adapter supports campaigns of type Preview, Predictive, Progressive and Push Preview.. 4. Gplus Adapter for Microsoft Dynamics CRM & Activity Routing Server Outbound synchronization requires the Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server component. This component is not part of the Gplus Adapter for Microsoft Dynamics CRM. The CRM and Activity Routing Server is a separate component that offers CRM multi-media support. This component must be installed and operational before configuring and running any synchronization process. The only configuration option of the Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server component that is required to support synchronization is the crmrouting-queue, which is located under the routing section of the Options section. This option must identify the name of the temporary CRM queue involved in the synchronization process, as is referenced in Step 2 of the synchronization workflow on page Gplus Adapter 8.0

75 Chapter 7: Outbound Synchronization Configuring Outbound Synchronization Note: Refer to the Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server Deployment Guide for instructions. Configuring Outbound Synchronization There are two steps to configuring the Outbound Synchronization feature: creating a synchronization task and configuring a CRM Queue Mapping. Both steps are performed in the Configuration Editor. Each step is outlined on the following pages. Before proceeding, it is imperative that the prerequisites described in the previous section Synchronization Prerequisites are met. Creating a Synchronization Task The following steps outline how to create an outbound synchronization task. 1. Open Configuration Editor. 2. Expand Resources > Calling Lists 3. Select the appropriate calling list which is to contain the synchronized records from the Microsoft CRM. 4. From the second panel of the editor, select Outbound Synchronization option. All synchronization parameters appear in the adjacent panel once all configuration is complete, as shown below. Figure 33: Synchronizing CRM and OCS data For Microsoft Dynamics CRM Manual Deployment Guide 75

76 Chapter 7: Outbound Synchronization Configuring Outbound Synchronization 5. Set Outbound Synchronization drop down list to Sync from Microsoft CRM. 6. Set Schema to a database user who has Genesys OCS database privileges to READ and WRITE for the calling list identified in Step 2. The schema should match the schema involved in the database scripts on page Set Entity Id Field Name to the name of the OCS field that contains the unique id of the phonecall entity. Refer to section Synchronization Prerequisites for additional information on this OCS field. 8. Set Routing Queue Id Field Name to the name of the OCS field that contains the specific CRM queue involved in the synchronization process. Refer to section Synchronization Prerequisites for additional information on this OCS field. 9. In the Microsoft CRM to OCS Field Mappings section, populate any relevant field with the appropriate Microsoft CRM data. The contents of the first column represent the exact fields of the OCS calling list. Each adjacent column represent a single OCS record in the calling list. Configuring multiple columns is equivalent to creating chained records in OCS. Note: The Gplus Adapter for Microsoft Dynamics CRM Configuration Editor Guide provides detailed explanation for setting mapping values. Refer to the guide for further instructions. Configuring a CRM Queue Mapping The following steps outline how to create a CRM Queue Mapping section. 1. Expand Environment > Applications from the main menu located on the left side of the Configuration Editor. 2. Select the application that represents the Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server. All configuration options appear in the second panel of the editor. 3. Select the CRM Queue Mappings option. All existing queue mappings appear in the adjacent panel, as highlighted below. 76 Gplus Adapter 8.0

77 Chapter 7: Outbound Synchronization Configuring Outbound Synchronization Figure 34: Configuring a CRM Queue Mapping section 4. Select Add New Queue Mapping... option to create a new mapping. A new queue mapping is added automatically to the list. The default name of the mapping is New Queue Mapping. 5. Rename the queue mapping entry. The name is arbitrary, but must be unique to the list. 6. Press ENTER key. All mapping parameters appear in the final panel of the editor (as shown in Figure 34 on the previous page). 7. Set the CRM Queue property to the name of the Microsoft CRM queue that is being monitored as part of the synchronization process. Note: The queue referenced in this field must correspond with the CRM queue identified as part of a Distribute Campaign Activity process in the Microsoft CRM application. 8. From the Calling List drop down list, select the appropriate Genesys calling list that is involved in the synchronization process. 9. In the Phone Call Link Info section set the Attribute Name field to the name of the specific attribute field on the phone call entity that references the specific CRM Campaign involved in the synchronization process. (Required for Campaign CRM entity types) Note: The Campaign Attribute Name on Phone Call Entity field is visible regardless of CRM Entity Type. However, do not modify the field for Campaign Activity and Quick Campaign types. For Microsoft Dynamics CRM Manual Deployment Guide 77

78 Chapter 7: Outbound Synchronization Configuring Outbound Synchronization 10. From the Campaign Type drop down list, select the source of the synchronization process. There are three options: Campaign Activity - Quick Campaign - Campaign - The Microsoft Dynamics CRM information used in the synchronization process is derived from a specific CRM Campaign Activity that is part of a specific CRM Campaign. The outbound synchronization process is initiated through the Distribute Campaign Activity in the CRM. The Microsoft Dynamics CRM information used in the synchronization process is derived from a specific CRM Quick Campaign. The outbound synchronization process is initiated through the Create Quick Campaign Wizard in the CRM. The Microsoft Dynamics CRM information used in the synchronization process is derived from a specific CRM Campaign, which is identified in a specific field of the phonecall entity. The outbound synchronization process is initiated by users manually assigning individual phone entities to a specific CRM Campaign. The following configuration fields are available depending on which Campaign Type was selected in Step Set CRM Campaign Name field to the name of the specific Microsoft CRM campaign which is part of the synchronization process. (Required for Campaign Activity and Campaign CRM entity types) 12. Set CRM Campaign Activity Name to the name of the specific Campaign Activity which is part of the CRM campaign involved in the synchronization process. The name of the campaign activity is identified in the subject field, as highlighted in Figure 35 below. (Required for Campaign Activity CRM entity type) 13. Set Quick Campaign Name field to the name of the specific Microsoft CRM quick campaign which is part of the synchronization process. This field value must correspond with the name identified in the steps of the Create Campaign Wizard. (Required for Quick Campaign CRM entity type) 78 Gplus Adapter 8.0

79 Chapter 7: Outbound Synchronization Starting the Synchronization Process Figure 35: Locating Campaign Activity name 14. Select Save Changes button from the top left corner of the Configuration Editor to save changes. Note: The outbound synchronization process is initiated within the Microsoft CRM application. Refer to section Starting the Synchronization Process for instructions. Starting the Synchronization Process Outbound Synchronization is initiated from the Microsoft Dynamics CRM application. The exact steps to initiate synchronization depends on which CRM Entity Type is referenced in the CRM Queue Mappings section of the Configuration Editor: Campaign, Campaign Activity or Quick Campaign. Note: Ensure all prerequisites are met and outbound synchronization is properly configured in the Configuration Editor before proceeding. Refer to previous sections of this guide for details. Campaign Activity To synchronize OCS and CRM campaign information, complete the following steps. 1. In the Microsoft Dynamics CRM application, open the appropriate campaign. ( Marketing > Campaigns). For Microsoft Dynamics CRM Manual Deployment Guide 79

80 Chapter 7: Outbound Synchronization Starting the Synchronization Process 2. Open the proper Campaign Activity for the selected CRM campaign. 3. Select Distribute Campaign Activity button, as highlighted below. Figure 36: Distributing a campaign activity 4. Complete information in the New Phone Calls Webpage Dialog window accordingly and click on the Distribute button. The Confirm Distribution -- Webpage Dialog appears. 5. Select the option Add the created activities to a queue, and assign the distribution to the monitored CRM queue as identified in Step 1 under the Synchronization Workflow section of this document (as shown in Figure 37 below). 6. Select the OK button in the Confirm Distribution -- Webpage Dialog window to complete the synchronization process. 80 Gplus Adapter 8.0

81 Chapter 7: Outbound Synchronization Starting the Synchronization Process Figure 37: Assigning campaign to the monitored queue Quick Campaign To synchronize OCS and CRM campaign information, complete the following step. 1. In the Microsoft Dynamics CRM application, open the appropriate marketing list. ( Marketing > Marketing Lists) 2. Select the Create Quick Campaign option, as shown in Figure 38 on the following page. The Create Quick Campaign Wizard dialog box appears. 3. Follow the steps of the wizard making sure to enter the appropriate Campaign Name and assign the activities to a CRM queue that is monitored by the by Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server. For Microsoft Dynamics CRM Manual Deployment Guide 81

82 Chapter 7: Outbound Synchronization Starting the Synchronization Process Figure 38: Creating a quick campaign Campaign To synchronize OCS and CRM campaign information, complete the following step. 1. In the Microsoft Dynamics CRM application, open or create a phone call entity. ( Workplace > Activities) 2. Assign the phone call entity to the appropriate CRM Campaign. 3. Select the Save and Close option on the entity. The synchronization process is activated. Designated CRM campaign or campaign activity related phonecall entities are generated and placed in the monitored CRM queue. If the synchronization process is successful all such phonecall entities will be moved to the temporary CRM queue and the Genesys OCS calling list is generated from CRM data. Update the specified OCS calling list to view the changes. If the related phonecall entities remain in the monitored CRM queue and the OCS calling list is not updated with CRM data, review the by Gplus Adapter for Microsoft Dynamics CRM and Activity Routing Server log files for error messages. 82 Gplus Adapter 8.0

83 Chapter 8 Accessing the Gplus Adapter This chapter outlines the steps to start, and access, the Gplus Adapter 8.0 for Microsoft Dynamics CRM. The content of this chapter is divided into the following sections: Starting the Gplus Adapter Accessing the Gplus Adapter Starting the Gplus Adapter The Gplus Adapter for Microsoft Dynamics CRM can run on the same or a separate IIS 7.0 web server as the Microsoft CRM application. All steps required to install the Adapter are outlined in previous chapters of this document. Once the Adapter is properly installed according to the instructions in this document, the Gplus Adapter is started by starting the IIS Application Pool with which the Adapter is associated. (See Figure 39 on the next page) For Microsoft Dynamics CRM Manual Deployment Guide 83

84 Chapter 8: Accessing the Gplus Adapter Accessing the Gplus Adapter Figure 39: Starting the Application Pool Accessing 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 Dynamics CRM application, access to Gplus Adapter is granted automatically. Note: Gplus Adapter version 8.0 or higher 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 and enter the following URL address: host>:<mscrm port>/isv/main.aspx Internet web browsers such as Chrome, Firefox, Opera, etc or versions of Internet Explorer lower than 8 are not supported! All users are logged into the default organization as identified in the Microsoft Dynamics CRM application. If it is required that the user log into an organization other than the default organization, modify the URL to include an parameter called org. Set the parameter to the proper organization, as is illustrated in the following examples. 84 Gplus Adapter 8.0

85 Chapter 8: Accessing the Gplus Adapter Accessing the Gplus Adapter host>:<mscrm port>/isv/main.aspx?org=contoso 2. Upon request, enter your user credentials as supplied to you by your Microsoft Dynamics CRM administrator. An initialization icon appears (shown in Figure 40 below) as the adapter connects with the Genesys environment. Figure 40: The Initialization Icon 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 application. A successful sign-in results in the inclusion of the softphone controls as shown in Figure 41 below. Figure 41: Softphone Access 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 application without warning. For Microsoft Dynamics CRM Manual Deployment Guide 85

86 Chapter 8: Accessing the Gplus Adapter Accessing the Gplus Adapter 86 Gplus Adapter 8.0