User GuideTable of ContentsCisco Adapter for Microsoft CRM 3.0 User’sGuide1Table Of Contents3Chapter 1: INTRODUCTION6Purpose6What is the Cisco Contact Center?6New User Interface Components in Microsoft CRM6What does the Cisco Contact Center Do?7Parts of the Cisco Contact Center9The Contact Controller12The Contact Data12Chapter 2: WORKING IN THE CISCO CONTACT CENTER14Purpose14Controlling your session15Log into the ACD16Check your phone and session settings.17Set Work Mode18Overview18Setting your work mode.18Set Reason Code19Overview19Managing your contacts20Call Controls Overview20CTI Contacts Overview24The CTI Contact Areas25Contact Data Overview26Screen Pop Process27Chapter 3: USING THE CISCO CONTACT CENTER PANE STEP-BY-STEP28Purpose28Session and Work Mode Control Step-By-Step28Where is it? The Agent State control is in the upper left corner of the Contact Controller.28What does it do? Log into and out of the ACD, controls ACD work mode.28Log into ACD29Log out of ACD29Set Ready29Set Work Ready29Set Work Not Ready29Set Not Ready29Set Not Ready with Reason29Check Session Settings29Handling Phone Calls Step-by-Step30Where is it? The Call Controls are at the bottom of the Contact Controller, right above Contact Data.30What does it do? Controls phone calls and has quick action drop downs for favorites and recent contacts. Call controls are context sensitive; only the valid call control action buttons are enabled.30What does it look like? The Call Control layout is shown in Figure 33: Call Control Layout.30Answer Call30Place a call30Hang up a call31Place call on hold31Retrieve a call from hold31Transfer & Conference calls31Conference32Swap Calls32Reconnect33Select a favorite call33View & select recent contacts33Handling Contacts Step-by-Step34Where is it? The CTI Contacts is across the top Contact Controller, to the right of the Agent State controls.34What does it do? CTI Contact shows information about present contacts and their phone calls. Use it to select a contact to make it the current contact.34What does it look like? See Figure 34: CTI Contact layout34View Contact Information34Select Current Contact34Receive a screen pop.35Open Contact in CRM Window36End Contact36Personalize Agent Settings Step-by-Step37Where is it? Agent Settings are part of the Cisco Contact Center pane. Use the Navigator to open the Agent Settings page.37What does it do? Use Agent Settings to set your extension if your contact center uses “hot seating” or you are not sitting at your regular desk. Agent Settings also lets you set the Recent Contact list size and manage your Favorites.37What does it look like? Figure 35: Agent Settings / Personalization show how to navigate to the Agent Settings page from the Navigator.37Navigating to Personalizations38Change Extension38Set Auto-Clear38Set Recent Contact List Size38Manage Favorites38Size: 1.33 MBPages: 39Language: EnglishOpen manual
User GuideTable of ContentsPurpose5Audience5Organization5Obtaining Documentation, Obtaining Support, and Security Guidelines51. INTRODUCTION6Purpose6What is the Cisco Contact Center?6New User Interface Components in Microsoft CRM6What does the Cisco Contact Center Do?7Parts of the Cisco Contact Center9The Contact Controller12The Contact Data132. WORKING IN THE CISCO CONTACT CENTER15Purpose15Controlling your session16Log into the ACD17Check your phone and session settings.18Set Work Mode19Overview19Setting your work mode.19Set Reason Code20Overview20Managing your contacts21Call Controls Overview21CTI Contacts Overview26The CTI Contact Areas28Contact Data Overview29Screen Pop Process303. USING THE CISCO CONTACT CENTER PANE STEP-BY-STEP31Purpose31Session and Work Mode Control Step-By-Step31Where is it? The Agent State control is in the upper left corner of the Contact Controller.31What does it do? Log into and out of the ACD, controls ACD work mode.31Log into ACD32Log out of ACD32Set Ready32Set Work Ready32Set Work Not Ready32Set Not Ready32Set Not Ready with Reason32Check Session Settings32Handling Phone Calls Step-by-Step33Where is it? The Call Controls are at the bottom of the Contact Controller, right above Contact Data.33What does it do? Controls phone calls and has quick action drop downs for favorites and recent contacts. Call controls are context sensitive; only the valid call control action buttons are enabled.33What does it look like? The Call Control layout is shown in Figure 33: Call Control Layout.33Answer Call33Place a call33Hang up a call34Place call on hold34Retrieve a call from hold34Transfer & Conference calls34Conference35Swap Calls37Reconnect37Select a favorite call37View & select recent contacts38Handling Contacts Step-by-Step39Where is it? The CTI Contacts is across the top Contact Controller, to the right of the Agent State controls.39What does it do? CTI Contact shows information about present contacts and their phone calls. Use it to select a contact to make it the current contact.39What does it look like? See Figure 34: CTI Contact layout39View Contact Information39Select Current Contact39Receive a screen pop.40Open Contact in CRM Window41End Contact41Using the Directory to Place a Call Quick View43Where is it? The Directory is a special search dialog that is opens when you click the Directory search button to the right of the Destination text box. (It is the magnifying glass icon to the right of the Destination text box.)43What does it do? Use the Directory to look up and select a phone number from the Microsoft CRM customer records. Selecting a phone number populates the destination box so you can place an outbound call. The Directory searches on Accounts, Contacts, Leads and Users (other MS CRM users, such as fellow agents).43What does it look like? Figure 36: Agent Settings / Personalization show how to navigate to the Agent Settings page from the Navigator.43Personalize Agent Settings Step-by-Step44Where is it? Agent Settings are part of the Cisco Contact Center pane. Use the Navigator to open the Agent Settings page.44What does it do? Use Agent Settings to set your extension if your contact center uses “hot seating” or you are not sitting at your regular desk. Agent Settings also lets you set the Recent Contact list size and manage your Favorites.44What does it look like? Figure 36: Agent Settings / Personalization show how to navigate to the Agent Settings page from the Navigator.44Navigating to Personalizations45Change Extension45Set Auto-Clear45Set Recent Contact List Size46Manage Favorites46Size: 1.39 MBPages: 47Language: EnglishOpen manual
Installation GuideTable of ContentsPurpose9Audience9Organization9Obtaining Documentation, Obtaining Support, and Security Guidelines101. OVERVIEW11Purpose11What Is CRM Connector?11Key Contact Center Concepts122. IMPLEMENTATION PLANNING AND REQUIREMENTS15Purpose15Identifying CRM Connector Components and Installers15Cisco CRM Connector Installers17Deployment Requirements17Hardware Requirements19Operating Environment and Software Requirements19User Account Requirements21Deployment Considerations22Test Environment Deployment Considerations22Implementation Approach233. IMPLEMENTING THE CRM CONNECTOR SERVER26Purpose26Roles, Skills and Resource Required26Before you begin29Install Pre-Requisite Software29Install CRM Connector Server Software34Post Install Steps43Configuring Core Modules for CRM Connector Server49Global Section52Module Manager Section53Work Manager Section55Data Store Section55Event Manager Section58Standardized Interface Section58CMGateway Section59Remoting Endpoint Section59Soap Module Section59License Manager Section59Configuring the Null CTI Connector for Testing.604. IMPLEMENTING THE ADMINISTRATION TOOL62Purpose62Before you begin62Overview: Administration Tool Features and Functions62Overview: Planning and Deploying the Administration Tool63Installation Pre-Requisites63Installing the Administration Tool64Configuring the Administration Tool73Configuring the CRM Connector Server for the Administration Tool76Administration Tool Section76Using the Administration Tool Implementation77Accessing and logging into the Administration Tool77Registering a New User79Granting User Rights79Adding a CRM Connector Server81Monitoring and Controlling Server Status83Licensing a Server84Managing Configuration File88Working with Configuration Backups89Editing a Backup File90Managing Logging915. IMPLEMENTING THE CRM CONNECTOR96Purpose96Before you begin96Installing the CRM Connector Software96Configuring the CRM Connector for Unified Contact Center99Configuring CRM Connector for UICM100Confirming the CRM Connector Configuration1046. IMPLEMENTING THE .NET ADAPTER107Purpose107.Net Adapter Role107Licensing .Net Adapters108Application Adapter Communication Settings108Configuring .Net Remoting108Module Manager Keys108Remoting Endpoint Section109Configuring .Net SOAP Adapter Web Services109Soap Adapter Section1107. IMPLEMENTING THE SALESFORCE.COM ADAPTER111Purpose111Overview: Implementation Process Steps.111Pre-Installation Requirements112Installing Salesforce.com Software112Configuring the Salesforce.com Adapter118Quick Summary118Configure and License the .Net Adapter for .Net Remoting118Import the Call Center Configuration118Edit your Call Center Configuration121Setting for Reason Codes124List of Reason Codes125Create, Configure and Assign Agents for the Call Center1268. IMPLEMENTING THE ORACLE PEOPLESOFT ADAPTER128Purpose128Overview: Implementation Process Steps.128Pre-Installation Requirements129Pre-Installation CRM Connector Steps129Pre-Installation Oracle PeopleSoft Steps130Before You Begin130Configuring Oracle PeopleSoft Multi-Channel Framework130Log In as PeopleSoft Administrator and Navigate to PeopleTools131Create a REN Server Configuration132Create a REN Server Cluster and test the REN Server134Configure the Multi-Channel Framework Components.136Configure agents and assign them to queues and configurations.140Installing the Cisco Application Adapter for Oracle PeopleSoft142Configuring the Cisco CRM Adapter for Oracle PeopleSoft1519. IMPLEMENTING THE MICROSOFT CRM ADAPTER154Purpose154Overview: Implementation Process Steps.154Pre-Installation Requirements155What you will need.155Supported Operating Systems and Environments155Pre-installation steps156Installing the CRM Adapter for Microsoft CRM 3.0156Configuring the CRM Adapter for Microsoft CRM 3.0167Quick Summary167Configure Web Service Access168Configure Cisco Contact Center web settings.172Configure Cisco Contact Center global and agent settings.173Cisco Contact Center Administration Overview173Introduction173Before you begin174Accessing the Administration Pages174Configuring Global Settings.178Overview178Favorites178Reason Codes180Queues.181Configuring Agent Specific Settings184Overview184Agent Extension184Queue Assignment185Channel ID Assignment185Agent ACD Credentials186Screen Pop Criteria and Search Order.186Set the Auto-Clear On Ready.187Set the Recent Contact Size.187Size: 7.01 MBPages: 187Language: EnglishOpen manual
