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

Transcription

1 Gplus Adapter 8.0 For Microsoft Dynamics CRM User s Guide

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

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

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

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

6 For Microsoft Dynamics CRM User s Guide 6

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

40 /Chapter 4: Phone Control Transferring a Call Figure 28: Releasing a consult call All phone controls associated with the released call are removed from both the associated Softphone menu bar and interaction tab. The agent will not view, or be able to perform, any further phone functions for the consult call. Furthermore, the interaction associated with the consult call will be automatically removed from the Interactions List in the Agent Media menu bar on the main Microsoft CRM window. Transferring a Call When the agent is interacting with the caller, the agent may decide for any reason to transfer the call to another party. Note: The Transfer button is a configurable option, as is the ability to perform a one-step or two-step transfer. Two types of transfers are available: A. Two-Step Transfer A two-step transfer enables the initiating agent to first contact the other agent while the initial call is temporarily placed on hold. The original call can be transferred to the second agent after the consultation is complete or can be retrieved from its held state if the first agent believes that a transfer is no longer warranted. A two-step transfer is the recommended approach unless you know for sure that the consulted party is in a Ready state and is able to handle your caller directly. A one-step transfer may result in the caller having to wait for another agent, or possibly having to hang up and call again. To initiate a two-step transfer, complete the following steps: 1. Select the Transfer button as shown in Figure 29. Figure 29: Transferring a call 40 /Gplus Adapter 8.0

41 /Chapter 4: Phone Control Transferring a Call 2. Enter the phone number of the destination to where the call is to be transferred, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 3. Select the Two Step button, as shown in Figure30 on below. Figure 30: Initiating the transfer 4. Once the consult call is answered, and the consultation is complete, select the Complete button associated with the consult call, as shown in Figure 31. Figure 31: Completing the transfer On the Ms Entity form, all phone controls associated with the transferred call are removed. The agent will not view, or be able to perform, any further phone functions for the call. The form remains open and active after its associated call is transferred. The agent must manually save and/or close the form when they have finished with its content. The interaction associated with the phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is only one interaction in the Interactions List when the form in question is closed, the Interactions List is disabled. In terms of the interaction tab, the phone controls are still visible but are no longer active and the tab remains in existence until the agent manually moves focus to another tab. Note: The agent can always stop the transfer process by selecting the Cancel button before the consulting agent has answered the call. Should an agent do this, they still will be required to select the Retrieve button to retrieve the original call from hold. For Microsoft Dynamics CRM User s Guide 41

42 /Chapter 4: Phone Control Conferencing B. One-Step Transfer A one-step transfer allows the agent to transfer the call directly to the next agent. The initial agent is removed from the call without any consultation with the receiving agent. To initiate a one-step transfer, complete the following steps: 1. Select the Transfer button for the appropriate phone call, as shown in Figure Enter the phone number of the destination to where the call is to be transferred, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 3. Select the One Step button, as shown in Figure 30 on the previous page. All phone controls associated with the transferred call are removed from the Phone Call form. The agent will not view, or be able to perform, any further phone functions for the call. The Phone Call Form remains open and active after its associated call is transferred. The agent must manually save and/or close the form when they have finished with its content. The interaction associated with the phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. In terms of the interaction tab, the phone controls are still visible but are no longer active and the tab remains in existence until the agent manually moves focus to another tab. Conferencing When the agent is interacting with the caller, the agent may decide for any reason to involve another agent or another party in the phone call. Note: The Conference button is a configurable option, as is the ability to perform a one-step or two-step conference. Two types of conferences are available: A. Two-Step Conference A two-step conference enables the initiating agent to first contact the other agent while the initial call is temporarily placed on hold. The original call can be conferenced into the consult call after the consultation is complete, or it can be retrieved from its held state if the first agent believes that a conference is no longer warranted. To initiate a two-step conference: 1. Select the Conference button for the appropriate phone call, as shown in Figure /Gplus Adapter 8.0

43 /Chapter 4: Phone Control Conferencing Figure 32: Conferencing a call 2. Enter the phone number of the party of which you want to join the phone call, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 3. Select the Two Step button, as shown in Figure 33. Figure 33: Initiating the conference 4. Once the consult call is answered, and the consultation is complete, select the Complete button associated with the consult call, as shown in Figure 34 to bring the original call into the conference. Figure 34: Completing the conference B. One-Step Conference A one-step conference allows the agent to conference the second party into the original call without any initial consultation. To initiate a one-step conference: For Microsoft Dynamics CRM User s Guide 43

44 /Chapter 4: Phone Control Alternating Between Calls 1. Select the Conference button for the appropriate phone call as shown in Figure 35. Figure 35: Conferencing a call 2. Enter the phone number of the party of which you want to join the phone call, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 3. Select the One Step button, as shown in Figure 36. Figure 36: Initiating the conference Alternating Between Calls There are times when an agent is in a consult scenario, or in some other multiple call scenario, and the agent needs to flip back and forth between the calls. One of the calls in question will be placed on hold while the agent interacts with the party on the other call. Then the agent will place the latter call on hold and reconnect with the party of the original call. To alternate between calls: 1. Select the tab of the Held call, as shown in Figure /Gplus Adapter 8.0

45 /Chapter 4: Phone Control Alternating Between Calls Figure 37: Placing consult call on hold When the original call is retrieved, the call state of the interaction in question is updated to Talking as shown in Figure 38. At this point as indicated in the figure, the consult call is on hold and the agent is interacting with the original party. Figure 38: Consult call on hold 2. Select the tab associated with the consult call, as shown in Figure 39. Figure 39: Retrieving original call When the consult call is retrieved, the call state of the interaction in question is updated to Talking as shown in Figure 40 below. At this point as indicated in the figure, the original call is on hold while the agent is interacting with the party associated with the consult call. Figure 40: Original call retrieved Continue to select the appropriate tabs for the appropriate calls to alternate between talking to the consult party and to the original party. Note: Modifying call state through the tabs is a configurable option set by administration. If deactivated, the agent is required to actually select the Retrieve and Hold buttons in addition to selecting the appropriate tabs. For Microsoft Dynamics CRM User s Guide 45

46 /Chapter 4: Phone Control Alternating Between Calls 46 /Gplus Adapter 8.0

47 Chapter 5 Outbound Controls This section covers basic Outbound operations as they are performed through the Gplus Adapter component of the Microsoft Dynamics CRM. The information in this chapter is divided among the following topics: Getting the Next Record Rejecting a Record Canceling a Record Marking a Record as Do Not Call Rescheduling a Record Dialing a Record Marking a Record as Done Transferring or Conferencing a Record Getting the Next Record The Next Record option is only applicable to Preview campaigns. The process by which an agent receives the next outbound record is dependent on how the Next Record option is configured by administration. Auto Selection Mode Auto selection mode removes agent ability to determine campaign when selecting the Next Record option. When selecting the option, the agent is simply sent a record from one of the campaigns to which they belong. The Adapter determines the outbound record based on a round robin approach. A single record is retrieved from each of the associated campaigns until a record has been retrieved from all campaigns. Then the selection process begins again and continues until all campaign lists are exhausted. For Microsoft Dynamics CRM User s Guide 47

48 /Chapter 5: Outbound Controls Rejecting a Record Manual Selection Mode Operating in a manual selection mode requires agents to select a campaign as part of the Next Record process. The agent campaigns appear in a drop down list. To retrieve a record for preview, the agent must first select from which campaign the outbound record should be retrieved. Should the agent belong to a single campaign, the record is automatically retrieved from that specific campaign when the agent selects the Next Record button. To get next record, complete the following steps. 1. Select the Next Record button from the Agent Menu bar, as highlighted in Figure 41. Figure 41: Getting the next record 2. Select appropriate campaign from drop down list (optional). Rejecting a Record To reject a record, complete the following steps. 1. Select the Reject button, as shown in Figure 42. Figure 42: Rejecting a record 2. Select the Mark Done button, as highlighted below. 48 /Gplus Adapter 8.0

49 /Chapter 5: Outbound Controls Canceling a Record Figure 43: Marking a record as done Note: Once a Dial attempt is made, the Reject button is disabled. Canceling a Record The Cancel action can be applied to either an individual outbound record or to an entire chain of records. Once canceled an outbound record and/or associated record chain is not dialed and is not re-sent to any other available agent. Individual Record To cancel a single record, complete the following steps. 1. Select the Cancel button. 2. From the Cancel drop down list select the option Selected Record, as shown in Figure 44. Figure 44: Canceling an individual outbound record For Microsoft Dynamics CRM User s Guide 49

50 /Chapter 5: Outbound Controls Marking a Record as Do Not Call 3. Select the Mark Done button. Record Chain To cancel a record chain, complete the following steps. 1. Select the Cancel button. 2. From the Cancel drop down list select the option All Records, as shown in Figure 45. Figure 45: Canceling all records in outbound chain 3. Select the Mark Done button. Marking a Record as Do Not Call The Do Not Call (DNC) option is available in all campaign modes and is applicable to either an individual outbound record or to an entire record chain. DNC effectively removes a phone number, or set of associated phone numbers, from all future campaign lists. Agents have the ability to mark a record or chain as Do Not Call before, during or after the record is dialed. Individual Record To mark a single record as Do Not Call, complete the following steps. 1. Select the Do Not Call button. 50 /Gplus Adapter 8.0

51 /Chapter 5: Outbound Controls Marking a Record as Do Not Call 2. From the Do Not Call drop down list select the Selected Record option, as shown in Figure 46. Figure 46: Marking an individual record as Do Not Call 3. Select the Mark Done button. Record Chain To mark an entire record chain as Do Not Call, complete the following steps. 1. Select the Do Not Call button. 2. From the Do Not Call drop down list select the All Records option, as shown in Figure 47. Figure 47: Marking a record chain as Do Not Call 3. Select the Mark Done button. For Microsoft Dynamics CRM User s Guide 51

52 /Chapter 5: Outbound Controls Rescheduling a Record Rescheduling a Record Rescheduling a record delays the processing of a specific outbound record to a later date and time. Only individual records can be rescheduled; not record chains. However, the reschedule option is available in all campaign modes and at all stages of the record process: at the preview stage, on an active call and after the call is released. Note: Ability to reschedule a record as a Personal or Campaign Callback is determined by administration. There are two types of rescheduled records: Personal Callbacks and Campaign Callbacks. Personal Callback A personal call back is a rescheduled record that is designated for a specific agent. When the time arrives to process the record again, Genesys will target the agent who initially rescheduled the record. To reschedule a record for personal callback, complete the following steps. 1. Select the appropriate record to reschedule (e.g. home, office, mobile). 2. Select the Reschedule button. 3. Select an appropriate date from the calendar. The acceptable date range within which the record can be rescheduled is highlighted. (See Figure 48 on the following page) The record cannot be rescheduled outside of this date range. Select an appropriate time for which to reschedule the record according to the format outlined by administration (i.e. 12-hour or 24- hour format). 4. Check the Personal Callback checkbox. 5. Select the Reschedule button. 6. Select the Mark Done button. Note: To cancel the rescheduling process, select the Clear button 52 /Gplus Adapter 8.0

53 /Chapter 5: Outbound Controls Rescheduling a Record Figure 48: Rescheduling record as a personal callback Campaign Callback A campaign callback is a rescheduled record that is not associated with any particular agent. When the time arrives to process the record again, Genesys will target any agent belonging to the appropriate campaign. To reschedule a record for campaign callback, complete the following steps. 1. Select the appropriate record to reschedule (e.g. home, office, mobile). 2. Select the Reschedule button. For Microsoft Dynamics CRM User s Guide 53

54 /Chapter 5: Outbound Controls Rescheduling a Record 3. Select an appropriate date from the calendar. The acceptable date range within which the record can be rescheduled is highlighted. (see Figure 49) The record cannot be rescheduled outside of this date range. Figure 49: Rescheduling record as campaign callback 4. Select an appropriate time for which to reschedule the record according to the format outlined by administration (i.e. 12-hour or 24-hour format). 5. Uncheck the Personal Callback checkbox (if applicable). 6. Select the Reschedule button. Note: To cancel the rescheduling process, select the Clear button 7. Select the Mark Done button. 54 /Gplus Adapter 8.0

55 /Chapter 5: Outbound Controls Dialing a Record Dialing a Record Ability to dial the phone number associated with a given record is a feature of all outbound campaigns. However, the button is only enabled when the agent is not already engaged in another phone call. Agents are free to dial the same phone number, or related phone numbers, multiple times. All such follow-up calls are associated with the same screen pop and are assigned the same disposition code. To dial a record, complete the following steps. 1. Select the appropriate phone number to call (e.g. home, mobile, office). Figure 50: Dialing the Office (Direct) phone number 2. Select the Dial button, as highlighted in Figure 50. In response to initiating the dial request, the associated interaction tab in the Agent Menu bar is activated. The tab is updated to reflect the proper state of the call and all relevant buttons are enabled, as shown in Figure 51 below. The remainder of the outbound record display remains unchanged. For Microsoft Dynamics CRM User s Guide 55

56 /Chapter 5: Outbound Controls Marking a Record as Done Figure 51: On a follow-up call Note: Selecting the Dial button effectively negates any previously selected outbound action. Marking a Record as Done Completing an interaction involves marking an outbound record as done in the Genesys environment. Once marked as done, any pending actions against the record are processed and the agent cannot make any further modifications. All information related to the outbound record is cleared. Marking a record as done is a required step in all campaign modes. Until the button is selected, and the current outbound record is cleared, the agent is not available to receive the next record. Note: Until Mark Done is selected, the agent can modify any pending outbound actions. (e.g. change reschedule date, change from Reject to DNC) To mark an outbound record as done, complete the following steps. 1. Release active call associated with outbound record. (if applicable) 2. Verify any pending actions that are to be performed against either the individual record or record chain. (optional) 3. Identify a disposition code, as shown in Figure Select Mark Done button. 56 /Gplus Adapter 8.0

57 /Chapter 5: Outbound Controls Transferring or Conferencing a Record Figure 52: Identifying a disposition code for outbound record Transferring or Conferencing a Record Genesys Outbound Contact Manager (OCS) does not allow multiple users ownership of a single Outbound record. As a result in any transfer or conference scenario, only one user is capable of updating the Outbound record. The user who maintains ownership of the record is determined by various factors including switch configuration, OCS option settings and TServer versions. The Gplus Adapter can not predict which user has ownership under every condition. Thus the Adapter retrieves such information from Genesys by issuing requests to OCS at various stages of the transfer or conference process. When Genesys indicates that a specific user no longer has ownership of a particular record, the Gplus Adapter disables the record and all associated Outbound controls for the user in question. For Microsoft Dynamics CRM User s Guide 57

58 /Chapter 5: Outbound Controls Transferring or Conferencing a Record 58 /Gplus Adapter 8.0

59 Chapter 6 Multi Media Control This section covers basic multi media operations as they are performed through the Gplus Adapter component of the Microsoft Dynamics CRM. The information in this chapter is divided among the following topics: Accepting an Interaction Rejecting an Interaction Complete Handling The following media control sections reference the activity form. However, which form to display at the Receiving stage is configurable. It is also configurable as to which form will include the media control section at the top of their window. Please note that the following instructions may not be an exact replication of your particular installation. Multi Media controls only appear on the MS Entity form. There is no associated interaction tab for multi media on the Agent Menu bar. Accepting an Interaction When an agent receives a multi media interaction (i.e. letter, , fax) the agent must initially accept the interaction to prevent the interaction from being reclaimed by Genesys. Should the agent fail to accept the interaction, Genesys will retrieve ownership of the interaction after a specified period of time. To accept a received interaction, complete the following steps as soon as the interaction is displayed to the user: 1. Select the Accept button, as shown in Figure 53. For Microsoft Dynamics CRM User s Guide 59

60 /Chapter 6: Multi Media Control Rejecting an Interaction Figure 53: Accepting an interaction Once the interaction is accepted, the media state of the interaction in question is updated to In Progress as shown in Figure 54. The agent now has complete control of the interaction. Figure 54: In Progress state Note: Genesys will reclaim an unaccepted interaction regardless of any changes the agent has made to the state and/or content of the interaction. Rejecting an Interaction When an agent receives a multi media interaction (i.e. letter, fax, ) they are presented with the option of rejecting the interaction, or in essence refusing to take control of the interaction. When an interaction is rejected by an agent, the interaction is immediately returned to Genesys for redistribution. To reject an interaction, complete the following steps as soon as the interaction is displayed to the user: 1. Select the Reject button, as shown in Figure 55. Figure 55: Rejecting an interaction Once the interaction is rejected, any displayed form is cleared. The agent can no longer view the interaction and/or access the interaction from the Interactions List in the Agent Media menu bar. 60 /Gplus Adapter 8.0

61 /Chapter 6: Multi Media Control Complete Handling Note: Agent ability to accept/reject a received interaction of type multi-media is dependent on administrative settings. Activating the configuration settings auto -accept will remove the requirement of the agent to manually accept the interaction. Complete Handling The Complete Handling button notifies Genesys that it can mark the received interaction as complete. Until this button is selected, from a Genesys perspective, the interaction in question is still open and can be redistributed if necessary. Genesys will not automatically reclaim the interaction as will happen with unaccepted interactions. However, it will eventually reissue any interaction that has not been classified as complete, regardless of if the interaction has been responded to or not. To complete an interaction, complete the following steps: 1. Select the Complete Handling button, as shown in Figure 56. Figure 56: Marking the interaction as complete The agent can select the Complete Handling at any point between accepting the interaction and closing the MS entity form associated with the interaction. However, once Genesys is notified that the interaction is complete, the agent is considered available to receive another interaction. It is strongly recommended that the Complete Handling button is the last selection made before the agent closes the form. Note: Complete Handling has absolutely no impact on your ability to process the interaction in question. You will retain complete control of the interaction after the selection. For Microsoft Dynamics CRM User s Guide 61

62 /Chapter 6: Multi Media Control Complete Handling 62 /Gplus Adapter 8.0

63 Chapter 7 Use-Case Scenarios This chapter provides specific examples for using the Gplus Adapter for Microsoft Dynamics CRM. The chapter covers some contact center interactions as are commonly handled by agents. The information in this chapter is divided among the following topics: Scenario 1: Sign-In/Answer/Release Scenario 2: Make Call/Hang Up/Perform After Call Work Scenario 3: Sign-In/Answer/Transfer Scenario 4: Sign-In/Answer/Consult Scenario 5: Responding to an Interaction Scenario 6: Preview Outbound Record/Reject Scenario 7: Preview Outbound Record/ Dial Scenario 8: Receive Predictive Record/Reschedule Scenario 9: Receive Predictive Record/Do Not Call Chain Scenario 1: Sign In/Answer/Release This scenario covers the following tasks: Signing into the Gplus Adapter Answering an incoming call Releasing the call This scenario assumes existence of the following preconditions: Your physical phone set is in a Not Ready state prior to sign-in Configuration option enable-single-sign-on is set to false For Microsoft Dynamics CRM User s Guide 63

64 /Chapter 7: Use-Case Scenarios Scenario 1: Sign In/Answer/Release Sign-In 1. Open an internet browser window, enter the following URL address: <Microsoft CRM host>:<microsoft CRM port>/isv/main.aspx 2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011 administrator. An initialization icon appears as the adapter connects with the Genesys environment. Any connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the user s ability to work with the Microsoft CRM 2011 application itself. A successful sign-in results in the inclusion of the softphone controls as shown in Figure 57. Figure 57: Softphone Access 3. In the appropriate sections of the softphone control, enter the login credentials provided to you by your Genesys CME administrator. 4. In the Place field, enter the name of the place associated with your phone. 5. Click the Sign On button. Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM window changes state, as shown in Figure 58. At this point of the sign-in process, you are classified as logged in, and will be reflected as such in CCPulse. The colored bar immediately above the Agent Media menu bar reflects your agent state. In this scenario the bar is red. 6. Select the Go Ready option in the Agent Media menu bar as highlighted in the following figure. The colored bar immediately above the menu bar will turn green. You are now available to receive Genesys directed interactions. Figure 58: Going Ready 64 /Gplus Adapter 8.0

65 /Chapter 7: Use-Case Scenarios Scenario 1: Sign In/Answer/Release Answer Perform the following actions after you receive the incoming call. 1. Select the Answer button, as shown in Figure 59. Figure 59: On an active call Note: If the auto-answer configuration option is activated for this specific call type, the call is answered automatically and you will not need to select Answer. When the call is answered, the call interaction enters a Talking state, as shown in the figure below. You can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 60 on the following page. Figure 60: On an active call 2. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Ringing, select the interaction that is associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form. (as is demonstrated in Figure 61) Release Figure 61: Viewing Interactions List At the end of your interaction with the caller you need to hang up the call in question. To release the call: 1. Select the Release button in the phone control section, as shown in Figure 62. For Microsoft Dynamics CRM User s Guide 65

66 /Chapter 7: Use-Case Scenarios Scenario 2: Make Call/Hang Up/Perform After Call Work Figure 62: Releasing a call All phone controls associated with the released call are removed from the Softphone Menu bar. You will not view, or be able to perform, any further phone functions for the call. The Phone Call Form remains open and active after its associated call is released. You must manually save and/or close the form when you have finished with its content. The interaction associated with the phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is only one interaction in the Interactions List when the form in question is closed, the Interactions List is disabled, as shown in Figure 63 on the following page. In terms of the interaction tab, the phone controls are still visible but are no longer active and the tab remains in existence until the agent manually moves focus to another tab. Figure 63: Clearing the Interactions List Scenario 2: Make Call/Hang Up/Perform After Call Work Make Call This scenario covers the following tasks: Initiating an outbound call Hanging up a call Changing agent availability and performing after call work This scenario assumes existence of the following preconditions: You are currently signed into the Gplus Adapter You are currently in Ready state with no active interactions The Gplus Adapter is configured to support After Call Work 1. Select the Make Call option in the Agent Media menu bar as shown in Figure Enter the phone number of the destination for the outbound call, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 66 /Gplus Adapter 8.0

67 /Chapter 7: Use-Case Scenarios Scenario 2: Make Call/Hang Up/Perform After Call Work 3. Select the Dial button. Figure 64: Making a call 4. A Phone Call form (and/or a form for another MS CRM entity), opens showing all available information about the call, such as Call Initiator, Phone Number and Call Direction (Outgoing). The phone controls for the outgoing call appears at the top of the MS Entity form. An interaction tab for the outgoing call also appears in the Agent Media menu bar. When the outbound call is answered, the call interaction enters a Talking state, as shown in the figure below. You can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 65. Figure 65: Outgoing call is answered 5. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Dialing, select the interaction that is associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form. (as is demonstrated in Figure 61 on page 62) After Call Work 1. While the phone call in question is still active, select the Go Not-Ready option from the Agent Media menu bar, with the reason After Call Work as shown in Figure 66. Figure 66: Selecting After Call Work For Microsoft Dynamics CRM User s Guide 67

68 /Chapter 7: Use-Case Scenarios Scenario 3: Sign In/Answer/Transfer Release 1. Select the Release button in the phone control section, as shown in Figure 67. Figure 67: Releasing a call All phone controls associated with the released call are removed from the Phone Call form. You will not view, or be able to perform, any further phone functions for the call. The form remains open and active after its associated call is released. You must manually save and/or close the form when you have finished with its content. The interaction associated with the phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is only one interaction in the Interactions List when the form in question is closed, the Interactions List is disabled, as is shown in Figure 68. In terms of the interaction tab, the phone controls are still visible but are no longer active and the tab remains in existence until the agent manually moves focus to another tab. Figure 68: Clearing the Interactions List Scenario 3: Sign In/Answer/Transfer Sign-In This scenario covers the following tasks: Signing into the Gplus Adapter Answering a call Transferring the call This scenario assumes existence of the following preconditions: Your physical phone set is in a Not Ready state prior to sign-in 1. Open an internet browser window, enter the following URL address: <Microsoft CRM host>:<microsoft CRM port>/isv/main.aspx 68 /Gplus Adapter 8.0

69 /Chapter 7: Use-Case Scenarios Scenario 3: Sign In/Answer/Transfer 2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011 administrator. An initialization icon appears as the adapter connects with the Genesys environment. Any connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the user s ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the inclusion of the softphone controls as shown in Figure 69. Figure 69: Softphone Access 3. In the appropriate sections of the softphone control, enter the login credentials provided to you by your Genesys CME administrator. 4. In the Place field, enter the name of the place associated with your phone. 5. Click the Sign On button. Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM window changes state, as shown in Figure 70. At this point of the sign-in process, you are classified as logged in, and will be reflected as such in CCPulse. The colored bar immediately above the Agent Media menu bar reflects your agent state. In this scenario the bar is red. 6. Select the Go Ready option in the Agent Media menu bar as highlighted in the following figure. The colored bar immediately above the menu bar will turn green. You are now available to receive Genesys directed calls. Figure 70: Going Ready For Microsoft Dynamics CRM User s Guide 69

70 /Chapter 7: Use-Case Scenarios Scenario 3: Sign In/Answer/Transfer Answer 1. Select the Answer button, as shown in Figure 71. Figure 71: Incoming call Note: If the auto-answer configuration option is activated for this specific call type, the call is answered automatically and you will not need to select Answer. When the call is answered, the call interaction enters a Talking state, as shown in the figure below. You can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 72. Figure 72: On an active call 2. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Ringing, select the interaction that is associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form. (as is demonstrated in Figure 73 below) Transfer Figure 73: Viewing Interactions List 3. Select the Transfer button, as shown in Figure 74. Figure 74: Transferring a call 70 /Gplus Adapter 8.0

71 /Chapter 7: Use-Case Scenarios Scenario 3: Sign In/Answer/Transfer 4. Enter the phone number of the destination to where the call is to be transferred, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 5. Select the Two Step button, as shown in Figure 75. Figure 75: Initiating the transfer 6. Once the consult call is answered, and the consultation is complete, select the Complete button associated with the consult call, as shown in Figure 76. Figure 76: Completing the transfer When the call is transferred, all phone controls associated with both the consult call and the original call are removed from the Phone Call form You will not view, or be able to perform, any further phone functions for either call. The Phone Call Form remains open and active after its associated call is transferred. The agent must manually save and/or close the form when they have finished with its content. The interaction associated with the phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is only one interaction in the Interactions List when the form in question is closed, the Interactions List is disabled, as shown in Figure 77. In terms of the interaction tabs, the tab related the consult call is cleared. The controls associated with the original call are still visible but are no longer active. The interaction tab for the original call remains in existence until the agent manually moves focus to another tab. For Microsoft Dynamics CRM User s Guide 71

72 /Chapter 7: Use-Case Scenarios Scenario 4: Sign In/Answer/Consult Figure 77: Clearing the Interactions List Scenario 4: Sign In/Answer/Consult Sign-In This scenario covers the following tasks: Signing into the Gplus Adapter Answering a call Consulting another party This scenario assumes existence of the following preconditions: Your physical phone set is in a Not Ready state prior to sign-in 1. Open an internet browser window, enter the following URL address: <Microsoft CRM host>:<microsoft CRM port>/isv/main.aspx 2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011 administrator. The initialization icon appears as the adapter connects with the Genesys environment. Any connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the user s ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the inclusion of the softphone controls as shown in Figure 78. Figure 78: Softphone Access 72 /Gplus Adapter 8.0

73 /Chapter 7: Use-Case Scenarios Scenario 4: Sign In/Answer/Consult 3. In the appropriate sections of the softphone control, enter the login credentials provided to you by your Genesys CME administrator. 4. In the Place field, enter the name of the place associated with your phone. 5. Click the Sign On button. Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM window changes state, as shown in Figure 79 below. At this point of the sign-in process, you are classified as logged in, and will be reflected as such in CCPulse. The colored bar immediately above the Agent Media menu bar reflects your agent state. In this scenario the bar is red. 6. Select the Go Ready option in the Agent Media menu bar as highlighted in the following figure. The colored bar immediately above the menu bar will turn green. You are now available to receive Genesys directed calls. Figure 79: Going Ready Answer 1. Select the Answer button, as shown in Figure 80. Figure 80: Incoming call Note: If the auto-answer configuration option is activated for this specific call type, the call is answered automatically and you will not need to select Answer. When the call is answered, the call interaction enters a Talking state, as shown in the figure below. You can now interact with the caller and perform additional phone functionality which is also highlighted in Figure 81. Figure 81: On an active call For Microsoft Dynamics CRM User s Guide 73

74 /Chapter 7: Use-Case Scenarios Scenario 4: Sign In/Answer/Consult 2. If configuration is such that a Phone Call form does not appear as described above, and the Adapter is configured to pop the form on Ringing, select the interaction that is associated with the current phone call from the Interactions List in the Agent Media menu bar. This action will redirect focus to the Phone Call form. (as is demonstrated in Figure 82) Figure 82: Viewing Interactions List Consult 1. Select the Consult button, as shown in Figure 83. Figure 83: Initiating a consult call 2. Enter the phone number of the destination of the consulted party, select a phone number from the configured Speed Dial list, or select the Search icon to locate the phone number associated with a specific contact. 3. Select the Dial button, as shown in Figure 84. Figure 84: Initiating the consult call 74 /Gplus Adapter 8.0

75 /Chapter 7: Use-Case Scenarios Scenario 5: Responding to an Interaction 4. Once the consult call is answered, and the consultation is complete, select the Release button associated with the consult call, as shown in Figure 85. Figure 85: Cancel the consult 5. Select the Retrieve button in the phone control section of the original call to reconnect with the initial caller, as shown in Figure 86. Figure 86: Retrieving original call Scenario 5: Responding to an Interaction This scenario covers the following tasks: Accepting an interaction Writing a response to the Completing the interaction This scenario assumes existence of the following preconditions: You are currently signed into the Gplus Adapter You are skilled to handle multi media interactions You are currently in Ready state with no active interactions An interaction is waiting in the queue for processing Accept the interaction When receiving an incoming interaction, an opens showing all available information about the , including the content of the message. The Softphone menu bar for the incoming interactions appears at the top of the form, as shown in Figure Select the Accept button, as shown below. For Microsoft Dynamics CRM User s Guide 75

76 /Chapter 7: Use-Case Scenarios Scenario 5: Responding to an Interaction Figure 87: Accepting an interaction Once the interaction is accepted, the media state of the interaction in question is updated to In Progress as shown in Figure 88. Figure 88: In Progress state 2. If configuration is such that an form, as described above, does not appear and the Adapter is configured to pop the form on Received, select the interaction that is associated with the current from the Interactions List in the Agent Media menu bar. This action will redirect focus to the form. (as is demonstrated in Figure 89) Figure 89: In Progress state 3. Select the Reply option, as highlighted in Figure 90 below. Figure 90: Replying to the 4. Enter your reply in the appropriate section and select the Send button. 76 /Gplus Adapter 8.0

77 /Chapter 7: Use-Case Scenarios Scenario 6: Preview Outbound Record/Reject 5. Select the Complete Handling button, as shown in Figure 91. Figure 91: Marking the interaction as complete Once the interaction is marked as complete, the media controls are removed from the MS entity form and the interaction listed in the Interactions List on the Agent Media menu bar is updated to a Complete state, as shown in Figure 92. Figure 92: interaction marked as complete Note: At this point, Genesys may consider you available to receive another interaction. The Form remains open and active after the response has been sent. You must manually save and/or close the form when you have finished with its content. The interaction associated with the remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is only one interaction in the Interactions List when the form in question is closed, the Interactions List is disabled, as shown in Figure 93. Figure 93: Clearing the Interactions List Scenario 6: Preview Outbound Record/Reject This scenario covers the following tasks: Get next record Reject outbound record Mark record as done For Microsoft Dynamics CRM User s Guide 77

78 /Chapter 7: Use-Case Scenarios Scenario 6: Preview Outbound Record/Reject This scenario assumes existence of the following preconditions: You are currently signed into the Gplus Adapter You belong to an actively running Preview campaign You are currently in Ready state with no active interactions You are not required to select the campaign from which to receive the next record Get Next Record 1. Select the Next Record button, as highlighted in Figure 94. Figure 94: Getting next record If there is an available campaign record the record is displayed to the agent as shown in the following figure. If the campaign list is exhausted the agent is notified with the message No more records available. Figure 95: Previewing outbound record Reject Record 1. Select Reject button, as highlighted in Figure 95 above. Note: Depending on configuration, the Reject button may be automatically selected on display. 78 /Gplus Adapter 8.0

79 /Chapter 7: Use-Case Scenarios Scenario 7: Preview Outbound Record/ Dial Mark Record as Done 1. Select the Mark Done button. Outbound record is cleared. Agent is required to select Next Record button to receive the next available outbound record for preview. Scenario 7: Preview Outbound Record/ Dial This scenario covers the following tasks: Get next record Dial phone number associated with selected record Mark record as done This scenario assumes existence of the following preconditions: You are currently signed into the Gplus Adapter You belong to an actively running Preview campaign You are currently in Ready state with no active interactions You are not required to select the campaign from which to receive the next record Dial request is successful Get Next Record 1. Select the Next Record button, as highlighted in Figure 94 on page 75. If there is an available campaign record the record is displayed to the agent as shown in Figure 95 on page 75. If the campaign list is exhausted the agent is notified with the message No more records available. Dial Record 1. Select Dial button, as highlighted in Figure 96. For Microsoft Dynamics CRM User s Guide 79

80 /Chapter 7: Use-Case Scenarios Scenario 7: Preview Outbound Record/ Dial Figure 96: Dialing a preview record The interaction tab in the Agent Media menu bar initially reflects the dialing state of the call. Once the call is answered the media controls on the tab are updated accordingly. (as shown in Figure 97 below) Figure 97: On preview call At any point during the call the agent can select an outbound action to apply to either an individual record, selected or otherwise, or to the entire record chain. The action is not processed until the agent issues the Mark Done request. Marking the Record as Done 1. Once the call is released, verify any pending outbound actions. (optional) 2. Select Mark Done button. Outbound record is cleared. Agent is required to select Next Record button to receive the next available outbound record for preview. 80 /Gplus Adapter 8.0

81 /Chapter 7: Use-Case Scenarios Scenario 8: Receive Predictive Record/Reschedule Scenario 8: Receive Predictive Record/Reschedule This scenario covers the following tasks: Answer Predictive call Reschedule record for the following week Mark record as done Answer This scenario assumes existence of the following preconditions: You are currently signed into the Gplus Adapter You belong to an actively running Predictive campaign You are currently in Ready state with no active interactions 1. Select Answer button, as highlighted in Figure 98 below. Figure 98: Answering predictive call Once the call is answered the media controls on the tab are updated accordingly. Reschedule Record 1. Select Reschedule button. 2. From the calendar display, select an appropriate date and time to reschedule record, as demonstrated in Figure 99. For Microsoft Dynamics CRM User s Guide 81

82 /Chapter 7: Use-Case Scenarios Scenario 8: Receive Predictive Record/Reschedule Figure 99: Rescheduling a record 3. Select Reschedule option to close calendar. Marking the Record as Done 1. Once the call is released, verify rescheduled action. (optional) 2. Select Mark Done button. Outbound record is cleared. Agent is available to receive next predictive record. Note: Configuration settings may require agents to manually place themselves back into a ready state in order to receive the next record. 82 /Gplus Adapter 8.0

83 /Chapter 7: Use-Case Scenarios Scenario 9: Receive Predictive Record/Do Not Call Chain Scenario 9: Receive Predictive Record/Do Not Call Chain This scenario covers the following tasks: Answer Predictive call Mark entire record chain as Do Not Call Mark record as done This scenario assumes existence of the following preconditions: You are currently signed into the Gplus Adapter You belong to an actively running Predictive campaign You are currently in Ready state with no active interactions Answer 1. Select Answer button, as highlighted in Figure 100. Figure 100: Answering predictive call Once the call is answered the media controls on the tab are updated accordingly. Do Not Call 1. Select Do Not Call button. 2. Select All Records option, as shown in Figure 101. For Microsoft Dynamics CRM User s Guide 83

84 /Chapter 7: Use-Case Scenarios Scenario 9: Receive Predictive Record/Do Not Call Chain Figure 101: Marking record chain as DNC Marking the Record as Done 1. Once the call is released, verify Do Not Call action. (optional) 2. Select Mark Done button. Outbound record is cleared. Agent is available to receive next predictive record. Note: Configuration settings may require agents to manually place themselves back into a ready state in order to receive the next record. 84 /Gplus Adapter 8.0

85 Chapter 8 Client Problem Reporting The Client Problem button is used to report an issue or document information about an interaction that is currently in progress or has occurred since a user has signed in to the Gplus Adapter 8.0 for Microsoft Dynamics CRM. Reports contain information entered by users as well as detailed information about the interaction. These reports are sent to an address which has been configured by administration. This chapter outlines how to use the Client Problem reporting feature. The information in this chapter is divided among the following topics: Creating a Client Problem Report Creating a Client Problem Report The Client Problem button is located in the Place tab of the Gplus Adapter below the About and Sign Off buttons. This button must be enabled in administrative settings or it will not appear in Gplus Adapter Place tab. To create a client problem report perform the following steps: 1. Select the Client Problem button from the Place tab, as highlighted in Figure 102 below. Figure 102: Location of the Client Problem button For Microsoft Dynamics CRM User s Guide 85

86 /Chapter 8: Client Problem Reporting Creating a Client Problem Report 2. After completing Step 1 a list of interactions that have occurred since an agent has signed in will appear below the Client Problem button, as shown in Figure 103 below. Select the appropriate interaction from the list. Figure 103: List of agent interactions Note: If no interactions have occurred since an agent has Signed In, no list will appear below the Client Problem button when it is selected. 3. Once an interaction has been selected a text box will appear below the Client Problem button, as shown in Figure 104 below. Enter the appropriate information in the text box and click on the Send button to send the report to the address that has been configured by administration. Figure 104: Client problem information text window 4. After clicking the Send button a message window will appear confirming that a client problem report has been successfully sent, as shown in Figure 105 below. 86 /Gplus Adapter 8.0

87 /Chapter 8: Client Problem Reporting Creating a Client Problem Report Figure 105: Message window containing problem report sent status For Microsoft Dynamics CRM User s Guide 87

88 /Chapter 8: Client Problem Reporting Creating a Client Problem Report 88 /Gplus Adapter 8.0

89 Appendix A Administrative Options This Appendix outlines all features and functionality that are made available to users who possess the proper administrative privileges. Only users who have signed into the Gplus Adapter with a CRM administrative role can view and access the following information. The administrative role required is identified in the Adapter options in the Genesys CME under the CRM section. Refer to the Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for information and instructions regarding CRM security roles. Refresh CRM Metadata Resync with CME The administrative features are located on the Admin tab, which is present on the Agent Media menu bar once an Administrative level user Signs On to the Gplus Adapter. Two features are available for Administrative users, Refresh CRM Metadata and Resync with CME. Refresh CRM Metadata The Refresh CRM Metadata button, as shown in Figure 106, exists to rebuild information between the CRM and the Adapter without the need to restart either the Gplus Adapter or any client windows. Administration should run this command if modifications were made to any Microsoft CRM entity, and those changes have a direct impact on the Adapter. Note: The aforementioned CRM modifications only refer to modifications that were published changes. For Microsoft Dynamics CRM User s Guide 89

90 Appendix A: Client Problem Reporting Creating a Client Problem Report Figure 106: Refresh CRM Metadata The refresh cycle takes less than 25 seconds to run. Once complete, all agents will view and/or experience the updates. Note: Remember only making changes to the CRM entities may be insufficient to see a change in the Adapter processes. Additional configuration changes to the Gplus Adapter application in the CME may also be required. Refer to the Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for details. Resync with CME Occasionally modifications to CME configuration do not take effect immediately. As a result, agents fail to see the changes in the Adapter control sections of their CRM application. Administration should run this command in such scenarios to resynchronize the Adapter with relevant data in the CME. As with other administrative options, this command prevents the need to restart the Gplus Adapter or any of its client windows. Note: It is a rare exception that CME data is not properly updated following any modification, addition and/or deletion. The need to run this command will be infrequent. Figure 107: Resync with CME The resynchronization cycle takes approximately 25 seconds to run. Once complete, all agents will be able view the correct CME data. Note: Not every change made to the CME is immediately reflected in the Adapter. (i.e. Not Ready Reasons). Refer to the Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for details. 90 /Gplus Adapter 8.0