InGenius Connector Enterprise Demo System for Salesforce User Guide Release 2.13 July 1, 2014 TRADEMARKS InGenius, InGenius Connector and the InGenius logo are trademarks of InGenius Software Inc. Windows, XP, and Microsoft are trademarks of Microsoft Corporation. Adobe Acrobat Reader is a registered trademark of Adobe Systems Incorporated. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged. [Type text] [Type text] [Type text]
2 Contents 1 Welcome to the InGenius Connector Enterprise Demo System... 2 2 About InGenius Connector Enterprise Demo... 4 3 Installing the InGenius Connector Enterprise Online Demo... 5 3.1 Installing the Call Center Adapter:... 5 3.2 Assigning Users to the Call Center... 6 3.3 Installing the InGenius Connector Enterprise Online Demo Apex File... 7 4 How to do demos using the ICE demo system... 10 4.1 Signing into the demo system... 10 4.2 User Settings... 11 4.3 Agent State... 18 4.4 Making calls... 20 4.4.1 Click-to-dial... 20 4.4.2 End the Call... 25 4.4.3 Search-and-Dial... 27 4.4.4 Call History... 28 4.4.5 Speed Dial... 31 4.4.6 Manually Enter Digits... 32 4.5 Inbound Calls... 33 4.5.1 Direct from IVR... 33 4.5.2 Direct from IVR with IVR collected digits... 36 4.5.3 Call is transferred with IVR collected digits... 38 4.6 Transferring a Call... 40 1 Welcome to the InGenius Connector Enterprise Demo System This guide will walk you through installing the necessary components in Salesforce to enable you to do demos using the InGenius Connector Enterprise demo system and highlight important features and benefits.
3 InGenius Telephone Messages will be indicated with this icon and text box. These messages will be played on your mobile phone when the call has connected. Notes and important information will be indicated with this icon and text box.
4 2 About InGenius Connector Enterprise Demo InGenius Connector Enterprise does NOT require a desktop install. It is a server-based click-to-dial solution that can be set up and rolled out to an entire organization in under an hour. InGenius Connector Enterprise can work in ANY browser and on ANY operating system. InGenius has created an online demo system that allows you to demonstrate the telephony capabilities of InGenius Connector Enterprise, without the need of a telephone system at your location. The demo system uses a telephone system hosted at InGenius, and allows you to demonstrate incoming calls and outgoing calls. You can even demonstrate more complex scenarios where a user enters IVR information such as a case number, and the appropriate CRM record will be popped. For the ICE demo, there are two available User Interfaces (UI). The vertical UI is designed specifically for Sales Cloud and the other horizontal UI designed specifically for Service Cloud. Both UIs are displayed throughout the document. Sales Cloud UI: Service Cloud UI: This document will explain how to install and configure your Salesforce instance to work with the InGenius demo system. Closely follow the instructions below for your type of install.
5 3 Installing the InGenius Connector Enterprise Online Demo To configure your Salesforce instance to work with our demo system you need to: Install the Call Center Adapter for ICE within your Salesforce instance. Add your Salesforce users to the Call Center. Install the ICE Apex file. 3.1 Installing the Call Center Adapter: To create your call center for the InGenius Connector Enterprise Online Demo for Salesforce: 1. In Salesforce, click Setup Customize Call Center Call Centers. 2. If the Introducing Call Center Edition splash page appears, click Continue. 3. Click Import. 4. Next to the Call Center Definition File field, click Browse to navigate to the default call center definition file (ICEOnlineDemoCallCenter.xml) found here: http://go.ingenius.com/iceonlinedemocallcenter. 5. Click Import. 6. Click Edit next to the name of the new call center to make any additional changes.
6 3.2 Assigning Users to the Call Center Salesforce users must be assigned to the call center before they can use the InGenius Connector Enterprise Online Demo for Salesforce features. To assign users to a call center: 1. Click Setup Customize Call Center Edition Call Centers. 2. Click the name of the call center to which you want to assign users. 3. In the Call Center Users related list, click Manage Call Center Users. 4. Click Add More Users. 5. Specify search criteria to find the Salesforce users who should be assigned to the call center. 6. Click Find. All users who belong to a call center are excluded from search results because a user can only be assigned to one call center at a time. 7. Select the checkbox next to each user who should be assigned to the call center and click Add to Call Center.
7 3.3 Installing the InGenius Connector Enterprise Online Demo Apex File To install the APEX file into your instance of Salesforce simply click on the link to the Apex file: http://go.ingenius.com/icedemoapexpackage Salesforce instance! This will NOT change any data or user permission sets within your If you are not already logged into your Salesforce instance, log in. You will be brought to the package installation wizard.
8 Click Continue. Click Next. Select Grant access to all users. Click Next.
9 Click Install. The package has been successfully installed.
10 4 How to do demos using the ICE demo system Once you have successfully created a call center, assigned yourself as a user to the call center and installed the apex file, you are ready to start the demo. If you would like more information on how to demo using this system, check out our short video: http://go.ingenius.com/iceonlinedemovideo. 4.1 Signing into the demo system Enter the email address you provided on sign up and click Connect. Once you connect to your demo account you are presented with your InGenius telephony phone number and the phone number associated with your demo account. Your InGenius telephony phone number is the number that you are connected to inside of Salesforce. So when you call your InGenius telephony phone number, you are calling into your Salesforce account. When you click-to-dial from within Salesforce you are dialing the mobile number you provided in your sign up page. NOTE: This phone number may change on each sign in so it s important on each sign in that you make note of the number you are presented.
11 4.2 User Settings Click on the upper left hand corner of InGenius Connector Enterprise to reveal user settings: Connectivity Connect automatically: This will connect you to InGenius Connector Enterprise as soon as you sign in to your Salesforce account. This is not recommended when using the demo system, since the phone number you are assigned may change with each log in. Your current connection information is displayed Disconnect Now: will disconnect you from InGenius Connector Enterprise and log you out with the default reason code.
12 Call Behaviour Show shared calls: This will show calls on shared lines. For the demo system there are NO shared lines. Attempt screen pop Never : Do not pop the screen On call ringing: Screen will pop when call is ringing. On call answered: Screen will pop once the call has been answered. This is ideal when agents are part of a ring group.
13 UI Settings Show Number pad: Check to have the number pad show automatically in InGenius Connector Enterprise Jiggle Answer Button: Check to have the answer button jiggle on incoming call Animate button spinners: Check to have agent state and telephony buttons spin after selecting Animate page curl: Check to have the page curl animate when checking settings or call history. Font size: Change the font size in the InGenius Connector Enterprise window.
14 Speed Dials: Use to program personal speed dial buttons. Speed dials programmed by the InGenius connector Enterprise administrator may be assigned to specific keys and locked, disabling editing or deletion. Locked items are shown with a small lock icon. You can delete a speed dial by clearing the name and number fields.
15 Call Log Templates: Use to program call log comments and subject templates using macros or text. Call log templates programmed by InGenius Connector Enterprise administrator may be assigned to specific keys and locked, disabling editing or deletion. You can delete a template by clearing the title, subject and comment fields.
16 Reset Settings: Click Reset to Defaults to clear all personal settings and restore to default values.
17 Support: This will display your support number (unique identifier of the installation) as well as system details which you may be asked to provide by your support personnel. Click Save to close and save the settings. Click Restore to restore settings back to original install settings. Click Cancel to exit out of settings without saving.
18 4.3 Agent State Some demo accounts may be equipped with Agent State. Clicking on the agent button will allow you to change your agent state. Not Ready to Ready If you have selected Ready this means you are ready to accept calls and calls will be put through. Ready to Not Ready If you have selected Not Ready, this means you are not ready to accept calls and calls will be routed to another agent.
19 When making an inbound call with your Agent state set to Not Ready, your call will be placed into a queue. You will have to change your state to Ready to be able to see the calls inside Salesforce.
20 4.4 Making calls Note that when using the ICE demo system ALL outgoing calls will be routed to your mobile phone, no matter what number you choose to call, and how you place the call. There are several ways to place a call inside of Microsoft Dynamics CRM using InGenius Connector Enterprise: 1) Click-to-dial 2) Search-and-dial 3) Call History 4) Speed Dial 5) Manually Enter Digits Remember that ALL outgoing calls are going to call the mobile number provided on sign-up. 4.4.1 Click-to-dial You can click to dial from a list view.
21 You can also click-to-dial from Salesforce records. Once the call is connected you can demonstrate several features: Hi and thanks for calling. You would have dialed 613-868-4514.
22
23 Agent State changes Call duration is automatically logged The number that was dialed is displayed Several call control features: End the call Dial Pad (To enter in extensions if necessary) Consult: This will allow you transfer or conference numbers (Conference functionality is not available in the demo, but is available in the product) Hold Pre-fill new Salesforce records with the caller ID information (Name and Phone number) Lead Account Contact Case
24 Records related to the caller ID. The highlighted record(s) will be where the call logged will be stored. To open a record, simply click on the icon. Select a Call Log Subject and Comments template. State that they are customizable and show that there is a tool tip feature when you hover over the various options to indicate which template you are selecting.
25 4.4.2 End the Call End the call by clicking the release button.
26 Call Wrap-up Codes: Upon ending the call you are presented with a series of call wrap-up codes to indicate how the call was wrapped up. Double click on a wrap-up code to save the call log. These call wrap-up codes are customizable. These are NOT the call wrap-up codes on your Cisco switch, but the call wrap-up codes within Salesforce only. The call wrap-up codes on your Cisco switch can be made available through InGenius Connector Enterprise, however they are not shown in this demo.
27 4.4.3 Search-and-Dial Type a name in the InGenius Connector Enterprise tool bar. InGenius Connector Enterprise searches and displays the Salesforce records associated with the name you have typed. Simply click on the number you wish to dial and the outbound call is placed. Hi and thanks for calling. You would have dialed 613-868-4514.
28 4.4.4 Call History In the Sales Cloud, Click on the upper right corner of InGenius Connector Enterprise to peel back the softphone and reveal a list of the last 10 calls.
29 In Service Cloud click on the gear icon in InGenius Connector Enterprise to peel back the softphone and reveal a list of the last 10 calls.
30 Click on a number in the list of calls and the outbound call is placed. Hi and thanks for calling. You would have dialed 613-868-4514.
31 4.4.5 Speed Dial Click on one of the speed dial dots located under the InGenius Connector Enterprise toolbar and the outbound call is placed. Hovering over the dots will provide a tool tip. Speed dials are configurable and you can have up to 10. Hi and thanks for calling. You would have dialed 606.
32 4.4.6 Manually Enter Digits Enter any digits into InGenius Connector Enterprise and click dial. Hi and thanks for calling. You would have dialed 613-591-9002.
33 4.5 Inbound Calls All inbound calls will be directed to the InGenius Connector Enterprise Demo system. This system is a fully functional IVR that will request prompts. The various scenarios outlined below will include IVR messaging and prompts. A detailed diagram is available here http://go.ingenius.com/icedemocheatsheet 4.5.1 Direct from IVR Dial your InGenius telephone number provided to you when you sign-in. Note: This number may be different each time you use the demo system. To demonstrate an incoming call with caller ID information press 1. To demonstrate an incoming call with caller ID information and IVR collected digits press 2. To demonstrate an incoming call with caller ID information, IVR collected digits and transferred by information press 3. Press 1 to dial directly into an agent.
34 InGenius Connector Enterprise will ring inside of Salesforce and the appropriate Salesforce record will pop. Click Answer. Once the call is answered, our demo system will play a fictitious support person answering the call and you will be able to show the various features of an inbound call: Hello this is Katy and I m here to help you with your support needs. What can I help you with today?
35
36 4.5.2 Direct from IVR with IVR collected digits Dial your InGenius telephone number provided to you on sign-in. To demonstrate an incoming call with caller ID information press 1. To demonstrate an incoming call with caller ID information and IVR collected digits press 2. To demonstrate an incoming call with caller ID information, IVR collected digits and transferred by information press 3. Press 2 to be passed onto Support. Please enter you support case number followed by # Enter in a case number (this number is fictional so you can enter any digits followed by #).
37 InGenius Connector Enterprise will ring inside of Salesforce, and pop the case matching the number you provided. Click Answer. Once the call is answered, our demo system will play a fictitious support person answering the call and you will be able to show the various features of an inbound call: Hello this is Katy and I m here to help you with your support needs. What can I help you with today?
38 4.5.3 Call is transferred with IVR collected digits Dial your InGenius telephone number provided to you on sign-in. To demonstrate an incoming call with caller ID information press 1. To demonstrate an incoming call with caller ID information and IVR collected digits press 2. To demonstrate an incoming call with caller ID information, IVR collected digits and transferred by information press 3. Press 3 to be passed onto Sales then transferred to support. Please enter your account number followed by # Enter in an account number (this number is fictional so you can enter any digits followed by #). Our demo system will play a fictitious sales person that will immediately transfer into support. Hi! This is Laura, thank you for calling sales. Since you are having technical difficulties I will pass you onto a member of our support team that will be happy to help
39 InGenius Connector Enterprise will ring inside of Salesforce. While the call is ringing you can highlight that name and number of the person transferring the call is being shown. Click Answer. Hello this is Katy and I m here to help you with your support needs. What can I help you with today? The name and number of the caller, as well as IVR collected digits are preserved on call transfer. If there is a matching case number, the case record will pop.
40 4.6 Transferring a Call While on a call you can transfer a call by selecting the transfer button and selecting Bob from the Speed transfer dots to immediately start the consult, or enter in Bob s extension 606 and Click Make a consult call button. Once the speed transfer or consult button has been select, the call will be transferred to Bob. The call log information about the original caller can be populated and a wrap-up code selected.