InGenius Administrator Guide

Upland InGenius

Administrator Guide forSalesforce and AsteriskVersion 6.4February 25, 2021

Copyright © 2019 InGenius Software Inc. All rights reserved. InGenius, InGeniusConnector Enterprise, InGenius logo and product logos are trademarks ofInGenius Software Inc. All third party product and company names are foridentification purposes only and may be trademarks of their respective owners.

CHAPTER 1 IntroductionOverview 1Key features 1Simple Integration 1Salesforce Integration 1Relate Current 1Click-to-Dial 2Extended Call Log Notes 2Enterprise Administration 2Screen Pop 2Screen Transfer 2Number Transformer 2Call Logging 2Pop to Flow 3Configuration Tool 3

Architecture 3Basic Infrastructure 4

Security 4Certificate 4Data Encryption 5

CHAPTER 2 Post-Deployment StepsInstallation 6Installation Requirements 6Before Installing InGenius 6Installation Wizard 6InGenius License and Download 6InGenius Setup Wizard 6Installation Licensing 7First Time Licensing InGenius Server 7Installation Configuration 7General 8HTTPS Service Configuration 8Security Certificate 8Runtime Administration access 8Server Redundancy 8Dial and Number Formats 8Zones Tab 10Display and Search Tab 10Telephony: Asterisk 11Connection Information Tab 11SIP Auto Answer Tab 11Integrations: Salesforce 12Configuration Backup 13Dialing and Number Formats 13

Zone Tab Buttons 14Zone Configuration 15Trunk Configuration 16Phone Number Translations 17Zone Translations 17Trunk Translations 18

Telephony Configuration 21Asterisk Configuration 21Start the InGenius Service 24Runtime Administration and Salesforce Installation 24Where do I go to change...? 24Runtime Administration 24Salesforce 24InGenius Call Center Profiles and Salesforce Call Centers 25

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Create a Call Center Profile for Salesforce 25Salesforce Configuration 26Add Users to Call Center 26Install the InGenius Apex Package 26Configure the Salesforce Softphone Layout 27Browser Configuration 27Edge Trusted Sites 28Internet Explorer 11 28

Salesforce Configuration 29InGenius Call Center Profiles and Salesforce Call Centers 29Install the InGenius Salesforce Call Center 30Import the Call Center Definition File 30Add Users to the Call Center 30Install the InGenius Apex Package 31Configure the Salesforce Softphone Layout 31Ensure CTI Softphone Utility Item is Enabled 32Display Related Records on Internal Calls 32Whitelist the InGenius Domain 33High Velocity Sales Configuration 33Sales Cadence Advancement Troubleshooting 34

Configure Additional Servers 35Configure an Additional Unique Server 36Configure an Additional Identical Server 36Configure a Redundant Server 36Redundant Configuration and Synchronization 36Prerequisites 36Define a Redundant Server Pair 37Configuration Tool Synchronization 38Runtime Administration Tool Redundancy 38Runtime Administration Synchronization 39Manage License on Redundant Servers 40Conditions for Server Failover 40Set an Email Alert 40

Create a Sandbox Environment 40Salesforce 41Move a Server 42

CHAPTER 3 Server ConfigurationServer Licensing 43Licensing Introduction 43Single Server Licensing 44Multi-Server Licensing 44SQL Multi-Server License Configuration 44Lost Connection between InGenius Server and Licensing Server 45Database Requirements 45InGenius Configuration 46Manual Licensing 47

Certificate Management 47Bind a Certificate 48Unbind a Certificate 48Additional Features 48

Administration Authentication 48Integrated Windows Authentication 49Configure InGenius Integrated Windows Authentication 49Basic Authentication 49Configure Basic Authentication 49Administrator Roles 50Administrators 51

Error Logs and Alerts 52

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Access the Loggers and Email Alerts Configuration 52Add a New Logger 53Add a New Email Alert 54

Upgrades 54Pre-install Backup 54Upgrade InGenius Server 55Install a New InGenius Apex Package 55

Display and Search 56Display and Search Profiles 56Display and Search Configuration 57

CHAPTER 4 Manage Server BackupsScheduled Backup 59One Time Backup 59Restore from Backup 60

CHAPTER 5 License OverviewAdd Capacity to Your License 61Check for License Updates 61License Update 61How to Update Licenses on Redundant Servers 62

User License Management 63Access the User Management 63Deactivate a User 64Activate a User 64Reset User Data 64Delete a User 64Manual Licensing 65InGenius Server Licensing 65Runtime Administration Licensing 65

CHAPTER 6 Runtime Administration ConfigurationOverview of Call Center Profiles 66Create a Call Center Profile 66

Customize support contact information 67Corporate branding 67Speed Dial Numbers 68To Configure a Speed Dial: 68

Configure call logs and templates 68Call log settings 68Call log templates 69Screen transfer 70

Call Results Settings 71Call Results Groups 72

Search and pop settings 7273

Global 73Pre-fill / Create New 73Search and Screen Pop 73Auto-complete 74

Translations 74Per Group Permissions 74Enable basic authentication within the InGenius Configuration Tool 75Configure Basic Authentication 75Create admin roles within the InGenius Runtime Admin 76Create administrators within the InGenius Runtime Admin 76Manage Runtime Administration Options 77

Configuration Tool 77Licensing 77License Status 77Current License 77

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Update Licensing 78Configuration 78Active Server 78General 79Telephony 80Extensions 80Phone System Settings: Asterisk 80Asterisk Connection Info 80Testing 80SIP Auto Answer 80Integrations 81Basic Salesforce Configuration Settings 81Advanced Salesforce Configuration Settings 81Generate Setup Files 81Display & Search 81Reset To Defaults 81Device Assignment 81Device Permissions 82Maintenance 82Loggers and Email Alerts 82Log or Email Alert Configuration 82Log to File Options 83Email Options 83Configuration Backup 84Schedule Daily Backup 84Restore from Backup 84Sync 85Status 85Send Diagnostic Data to InGenius 86

Runtime Administration 87General 88Redundancy 88Diagnostics 89Server Configuration 90Runtime Admin Licensing 90User management 90User management with redundancy 93Multi-server license assignment 93Per Group Permissions 93Enable basic authentication within the InGenius Configuration Tool 94Configure Basic Authentication 94Create admin roles within the InGenius Runtime Admin 94Create administrators within the InGenius Runtime Admin 95Manage Runtime Administration Options 95Zones Tab 96Zone Configuration 96Zone Assignment Status 96Test Device Assignment 96Assign Devices to Zones 96Bulk Import Zone Assignments 97Salesforce Tab 97Call Center Profiles 97Device Assignment 98Add a New Device Assignment 98Bulk Import Device Assignment 98Device Permissions 99Add a New Device Permission 99Bulk Import Device Permissions 99

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1. General Info 100General Information 100Support Information 100

2. Branding 1003. Speed Dials 1004. Call Log Settings 101Screen transfer 1015. Call Log Templates 101Template Macros 1026. Call Results 1037. CRM Configuration 1038. Translations 104

Synchronization 105CHAPTER 7 Troubleshooting

InGenius Server 106Asterisk 106License issues 106Salesforce 106Redundancy 106Web Browser 107Send Diagnostic Data and Logs to InGenius Customer Care 108Save failed messages 108Canceled Call Still Logs 111Capacity Limit Reached 111Error Messages 111User License Status Not Syncing Between Servers 112Cannot Access InGenius After a Pop Out in Microsoft Edge 112InGenius does not size properly 112Identifying Apex Package 112Omni-Channel Decline Reasons Ignore Configuration 113ChatWork Item is not Removed from the InGenius UI 113Agents Need to Reconnect on Server Rollover 113Update InGenius Configuration and Synchronize with Redundant Server 113Ending Session Does Not Log User Out 114InGenius Server Does NotWork on Microsoft Edge 114Microsoft Internet Explorer Does Not Update InGenius UI 114InGenius UI Does Not Update in Private Mode 115Using mailto link disables click-to-dial in Chrome 115

User Logs 115Download User Logs 115ZIP File Contents 116

CHAPTER 8 Frequently Asked QuestionsBandwidth Requirements 119Licensing 119Why can a user's license reappear when deleted on the User Management page of the Runtime Admin-istration? 119Is there a way to be alerted if the server license is nearing its expiry date? 119Chat with InGenius and Omni-Channel 119Logging 120Lightning supports recurring tasks 121Redundancy 121Is there a way to be alerted if the active server is down and the standby server takes over? 121Security 122Why do I need a SSL certificate? 122Can I make the server externally accessible? 122‎Can I isolate the server from the external internet? 122‎Can I change the protocol the server uses for the web service? 122Which servers does InGenius communicate with, and what ports do they use? 122

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How does the InGenius server talk to Salesforce? 122Do I need an AD group? 123What are the account requirements for the service account used for backups? 123SIP 123Why am I missing some user call controls? 123What are the SIP limitations? 123

CHAPTER 9 Available InGenius UI TranslationsGeneral UI labels 124SupportInfo labels 133

Err (error info) labels 134DTMFLetters (dial pad) labels 135

CRMPresenceActionTooltips (omni-channel presence tooltips) labels 136AgentActionTooltips labels 136AgentState_ labels 137AgentStateReason_ labels 137AgentActionButton_ labels 137AgentActionFailed labels 137CallStateDescriptions labels 138CallResultTooltips labels 139CallActionsTooltips labels 139DeviceActionsTooltips labels 140CallDataLabels (i.e., call-specific information) labels 140

SaveFailedErrorCode_ (save failed error) labels 141OmniChannelWorkItems_ labels 142Asterisk (ID 3b70124b32b940cd9741ddd1043c9af8) 142

APPENDIX 3rd Party Licenses

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CHAPTER 1 IntroductionInGenius is an enterprise call center solution that leverages an existing telephony system tointegrate the call center operations directly into Salesforce. This type of integration allows anorganization to get a consolidated view into the contact center operations and their impact oncustomers and business.

This guide outlines the installation of the InGenius server and configuration options.

Overview

InGenius allows you to integrate your Asterisk system into Salesforce to enable call logging, screenpop, screen transfers, and Click-to-Dial.

Out of the box, you can integrate with your custom objects to relate calls to existing records, orcreate new records dynamically by auto-populating fields based on Caller ID information.

InGenius works reliably with most browsers, with absolutely no drivers or local dependencies on thedesktop.

Key features

The following are key features of the InGenius application:

Simple Integration

A reliable integration leverages the existing phone system and its established call queues androuting.

l On-premise virtual server instance.l Scalable server architecture matching your phone system.l Supports dual redundancy servers and configuration.

Salesforce Integration

Works reliably on standard browsers.

l Absolutely no drivers or local dependencies on the desktop.l Able to store login information for single sign-on.

Relate Current

Allows users to relate a single or multiple records to a call log.

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Click-to-Dial

Make more calls in less time by clicking any phone number field.

l Dials from any Salesforce record, including: tasks, activities, and history.l One-click speed dial and speed transfer buttons.l Search-and-Dial from integrated text entry bar.

Extended Call Log Notes

View more information on one screen.

l No scrolling required.

Enterprise Administration

Efficiently manage user licenses and privileges for any Salesforcecall center.

l Optimize user licenses by removing inactive users.l Per Group administration grants administrators access on a per Salesforcecall center.

Screen Pop

Improve customer satisfaction by quickly displaying customer data as the call arrives.

l Displays record based on the phone number or collected IVR information.l Configurable logic quickly displays relevant data.

Screen Transfer

Reduce call handle time between agents by transferring all relevant data.

l Transfers all open records related to call to the next agent.l Sends call notes and other related data.

Number Transformer

Spend less time updating databases and let InGenius convert your numbers.

l Automatically converts for local and long distance calling.l Adds switch prefixes for internal and external calls.l Global and regional rules.

Call Logging

Spend less time logging between calls with automated logging.


l Automatic call logging with duration and phone number.l Click to Create functionality with a New button to create and pre-fill Salesforcerecords, and

auto-populate the object with information from a current call or related record.l Templates for frequently used call log subjects and comments.l Integrates IVR entered information in data field(s) inside Salesforce.

Pop to Flow

The ability to customize the InGenius workflows to align with your business requirements. Pop toFlow is supported in the Lightning app only.

Configuration Tool

Deploy in minutes matching your business with the configuration tool.

l Shows or hides buttons from the UI to customize the exposed capabilities.l Configures call result codes to match your telephony system.l Macros and quick dial numbers configure by site and user.l Search and display configures for speed and accuracy.

Architecture

InGenius Connector Enterprise easily accommodates the unique telephony and CRM workflowrequirements of your organization. InGenius uses a single server for each of your telephoneswitches. This single connection leverages your existing investment in call routing, queuing, andaudio performance. By leveraging your existing solution, your audio performance remainsunchanged and you will not incur additional costs associated with delivering audio.


Basic Infrastructure

Security

InGenius uses a number of security methods to keep your data secure:

Certificate

InGenius requires a SSL/TLS certificate for the server to validate the FQDN for HTTPS traffic. Formore details on certificates, refer to "Why do I need a SSL certificate?" on page 122.


Data Encryption

InGenius uses encryption algorithms from the Asterisk switch for communication with the Asteriskswitch and well as for the storage of encoded data.

For more details on security, please refer to "Security" on page 122.


CHAPTER 2 Post-Deployment StepsThe following steps are to be completed after the deployment process is finished and an installationmeeting is scheduled.

l "Installation" belowl "Telephony Configuration" on page 21l "Browser Configuration" on page 27l "Salesforce Configuration" on page 29l "Configure Additional Servers" on page 35l "Create a Sandbox Environment" on page 40l "Move a Server" on page 42

Installation

Installation Requirements

Before Installing InGenius

Before installing InGenius for the first time, there are a number a prerequisites that need to beconfigured, including having the server machine built and the Phone switch set up. For details onthe requirements, refer to your Readiness Guide.

Once you have the server machine built and the phone switch set up, you are ready to installInGenius.

Installation Wizard

InGenius License and Download

During your installation, Customer Care at [email protected] will provide yourinstallation team with the download link as well as the license key for your InGenius software. Besure to keep this information in your records.

InGenius Setup Wizard

1. To install InGenius, run the installation msi file provided to you during your installation call.2. Accept the terms in the License Agreement and click Install.3. Select Launch the Configuration Tool box.4. Click Finish to complete installation.


Installation Licensing

First Time Licensing InGenius Server

After you install InGenius, the Configuration Tool will open on the Licensing tab. In order forInGenius to be licensed, it must access the internet so that it can communicate with the InGeniusregistration system. If your InGenius server does not have access to the internet, you will need to usethe "Manual Licensing" on page 65 method. There are two choices available for licensing server(s): Single-server Licensing, or Multi-server Licensing:

l Single-server Licensing:This method of licensing applies to one server- or a server and aredundant server. To authenticate it, select the Single-server Licensing radio button.

l Multi-server Licensing: In this method of licensing, the InGenius license is applied to a SQLdatabase, and InGenius servers then contact that database to verify license status. To authen-ticate Multi-server Licensing, select the radio button, and then apply a connection string toconfigure the database.

An example of a connection string using Windows authentication: Data Source="hostname, 1433\sqlexpress";Initial Catalog=test;Integrated Security=SSPIAn example of a connection string using SQL authentication: Data Source="hostname,1433\sqlexpress";Initial Catalog=test;User ID=iceadmin;Password=*****

Note: The License button will not be enabled until a valid licensing key has beenentered.

After you have authenticated your server(s), enter the license key that has been provided to you byInGenius, and then click License Database.To learn more about types and steps to licensing, pleaserefer to: "Server Licensing" on page 43.

Installation Configuration

The Configuration Tool enables you to select the Telephony and Integrations required for yourinstallation of InGenius. Other Configuration tabs include General and such Dialing and NumberFormatting.

Click the Configuration tab to access the Telephony and Integrations tabs to configure thePBX/Switch and CRM integration. Refer to the image below:


General

HTTPS Service Configuration

The HTTPS Service Configuration fields use the Fully Qualified Domain Name (FQDN) of the server,along with the desired port for HTTP Service traffic.

Security Certificate

InGenius requires a certificate for the server to validate the FQDN for HTTPS traffic. Bind or unbindthe server certificate to validate the FQDN for HTTPS traffic on the required port. For moreinformation on setting up a certificate for InGenius refer to Certificate management.

Note: An icon appears on the port if it is blocked. Click on the icon to add a firewall rule.

Runtime Administration access

Set up the administration authentication with the desired credentials. These credentials are used forauthentication purposes to log into the Runtime Administration Tool once the InGenius server isrunning. Refer to Administration authentication for more information.

Server Redundancy

If redundant server has been installed, enter the FQDN and port here by selecting ServerRedundancy .

To learn more about configuring a redundant server and Configuration Tool Synchronization, refer to"Redundant Con-figuration and Synchronization" on page 36.

Dial and Number Formats

The Dialing and Number Formatting tab is used to configure the dialing rules and dialing zones.

Zones are used to group and configure the dialing rules for local and long distance dialing.Configurations can be used for multiple locations and devices. This type of configuration is helpful toorganizations that have their PBX in one Country/Area Code, with gateways and trunks in otherCountries/Area Codes. After the creation of multiple zones, enable Zone Assignment within theConfiguration Tool Dialing and Number Formatting tab. Assign users to the zones within theRuntime Administration"Zones Tab" on page 96 tab.

A zone consists of:


l Namel Descriptionl Countryl Area Codel Exchange (Primarily for North America and allows auto configuration for adding the correct

area code when area codes overlay)l Internal numbers less than xl Translations (For external number expansion or for internal numbers)l Trunks

Zone settings are used by InGenius to parse phone numbers into their individual components(Country Code, Area Code, and Subscriber Number).

A trunk consists of:


area code when area codes overlay)l Allowed Calls (includes Dial area codes for local calls)l Long distance carrier codel International carrier codel Translations to dialable (handles local dialing patterns)

These settings are used by InGenius to convert numbers into a dialing format for the trunk’s location.


Zones Tab

To configure InGenius for your location:

1. Select the primary zone and click the edit button .2. Edit the name and description of your primary zone (if required).3. Select country from the menu and enter the Area Code and Local Exchange (if applicable).4. To prevent screen-pops and internal call logging, set the Internal Number length for InGenius

to align with the telephony configuration.5. Highlight the primary trunk from the Trunksand click the edit button.

l To access an outside line with a prefix, enter the digits in the Prefix field.l Select the options for Allowed Calls.l Enter the Long distance carrier code and International carrier code (if applicable).l Verify the trunk configuration, navigate to the Test Dialing section. Enter a number and

review the number displayed. The result is how InGenius dials the number.l Configure North American dialing rules by selecting Auto configure local dialing to

automatically configure the local dialing rules.l Click Bk.

6. Click Bk to save.

For more information on Zones and Trunks, refer to "Zone Tab Buttons" on page 14.

Display and Search Tab

The Display and Search tab is used to configure number translations.

For more information on Display and Search configuration, refer to "Display and Search" on page 56.


Telephony: Asterisk

In this section you select the type of telephony connection required for your installation of InGenius.

Note: Some configuration to your Salesforce system is required outside of the InGeniusinstallation and configuration. If you did not configure the Salesforce system as part of yourReadiness preparation, refer to "Telephony Configuration" on page 21.

Select the Telephony tab.

Connection Information Tab

1. To create the Asterisk Server Connection profile, enter the following information into the dia-log fields:

l Server: Server name or IP address.l Port: Asterisk AMI port.

2. If the Asterisk connection is a secure connection (sslenable=yes in the manager.conf on theAsterisk server), select Secure Connection. Ensure the server port is set to the sslbindportthat is specified in the manager.conf on the Asterisk server.

3. If the Asterisk connection is a not secure connection, the port needs be set to the value spe-cified in the general section of manager.conf.

4. To have the server accept all certificates regardless of whether there is an error validatingthem, select the Accept All Certificates check-box. A warning is reported in the sever log if aninvalid certificate has been accepted.

l Username: as specified inmanager.conf.l Secret: as specified inmanager.conf.

5. Test your connection to the Asterisk server using the Test button. Asterisk connectivity is con-firmed when the Connected, Logged In, Checked AMI Permissions, and Disconnectedoptions are selected. An X in any of the check-boxes indicates an Asterisk server connectionmisconfiguration. Review the user configuration data and confirm the Asterisk server AMI set-tings.

6. Select your Channel Driver; either SIP or PJSIP (Asterisk version 13 or greater).

SIP Auto Answer Tab

To enable Agent Auto Answer, click Enable beside the phone models you are using.

To have the answer button appear inside of InGenius configure Auto Originate on the Asteriskswitch. Modify the Asterisk configuration by editing extension.conf. Append the file with thefollowing information:

Settings for SIP Channel Provider (Asterisk version 13):[macro-ice-clear-auto-answer]exten => s,1,SIPRemoveHeader(${ICE-AUTO-ANSWER-HEADER})

[ice-originate-auto-answer]exten => _autoX.,1,ExecIf($["${ICE-AUTO-ANSWER-HEADER}" != ""]?SIPAddHeader(${ICE-AUTO-ANSWER-HEADER}))same => n,Dial(SIP/${EXTEN:4},,M(ice-clear-auto-answer))

[ice-clear-auto-answer-and-dial]


exten => _.,1,Macro(ice-clear-auto-answer)same => n,ExecIf($["${ICE-CONTEXT}" != ""]?Goto(${ICE-CONTEXT},${EXTEN},1))

Settings for PJSIP Channel Provider (Asterisk version 13):[ice-originate-auto-answer]exten => autoX.,1,Dial(PJSIP/${EXTEN:4},,b(set-auto-answer-headers^sub^1))[set-auto-answer-headers]exten => sub,1,Set(PJSIP_HEADER(add,Call-Info)=answer-after=0)exten => sub,2,Set(PJSIP_HEADER(add,Alert-Info)=<http://127.0.0.1>\;info=alert-autoanswer\;delay=0)

Settings for SIP Channel Provider (Asterisk version 16):ice-clear-auto-answerexten => s,1,NoOp("Clear auto answer macro")same => n,ExecIf($["$Unknown macro: {ICE-AUTO-ANSWER-HEADER}" != ""]?SIPRemoveHeader($))same => n,Return()ice-originate-auto-answerexten => _autoX.,1,ExecIf($["$Unknown macro: {ICE-AUTO-ANSWER-HEADER}" != ""]?SIPAddHeader($))same => n,Dial(SIP/$Unknown macro: {EXTEN},,U(ice-clear-auto-answer))ice-clear-auto-answer-and-dialexten => _.,1,NoOp("Clear auto answer")same => n,Gosub(ice-clear-auto-answer,s,1)same => n,ExecIf($["$Unknown macro: {ICE-CONTEXT}" != ""]?Dial(Local/$@$Unknown macro: {ICE-CONTEXT}))

Settings for PJSIP Channel Provider (Asterisk version 16):exten => _autoX.,1,Dial(PJSIP/$Unknown macro: {EXTEN},,b(PJSIP-set-auto-answer-headers^sub^1))PJSIP-set-auto-answer-headersexten => sub,1,Set(PJSIP_HEADER(add,Call-Info)=answer-after=0)exten => sub,2,Set(PJSIP_HEADER(add,Alert-Info)=<http://127.0.0.1>\;info=alert-autoanswer\;delay=0)same => n,Return()PJSIP-ice-clear-auto-answerexten => s,1,Set(PJSIP_HEADER(remove,Alert-Info)=)same => n,Return()PJSIP-clear-auto-answer-and-dialexten => _X.,1,Gosub(PJSIP-ice-clear-auto-answer,s,1)same => n,Goto(default,$,1)

For more information, refer to "Telephony" on page 80.

Integrations: Salesforce

In this selection, you will select the type of CRM system you would like to integrate with.


1. Select the Integrations tab.2. There are no special settings required here for Salesforce.3. Once you’ve completed all of the configuration tabs, click Save.

For more information, refer to "Integrations" on page 81.

Configuration Backup

You can set up InGenius to do a scheduled daily backup of the configuration with the ConfigurationBackup on the bottom of the Configuration tab. For more information on the Configuration Backup,refer to "Configuration Backup" on page 84.

Once InGenius has been configured, you are ready to start the InGenius Service.

Dialing and Number Formats

The Dialing and Number Formatting tab in the InGenius Configuration Tool allows you to set dialingrules and dialing zones.

Select one of the following topics to see more information on the respective tab in the Dialing andNumber Formatting section.

l Zones Tabl "Display and Search" on page 56

Dial and Number FormatsZones are used to group and configure the dialing rules for local and long distance dialing.Configurations can be used for multiple locations and devices. This type of configuration is helpful toorganizations that have their PBX in one Country/Area Code, with gateways and trunks in otherCountries/Area Codes. After the creation of multiple zones, enable Zone Assignment within theConfiguration Tool Dialing and Number Formatting tab. Assign users to the zones within theRuntime Administration"Zones Tab" on page 96 tab.

A zone consists of:



area code when area codes overlay)l Internal numbers less than xl Translations (For external number expansion or for internal numbers)l Trunks

Zone settings are used by InGenius to parse phone numbers into their individual components(Country Code, Area Code, and Subscriber Number).

A trunk consists of:


area code when area codes overlay)l Allowed Calls (includes Dial area codes for local calls)l Long distance carrier codel International carrier codel Translations to dialable (handles local dialing patterns)

These settings are used by InGenius to convert numbers into a dialing format for the trunk’s location.

Zone Tab Buttons

Delete existing zone Select an existing zone and press this button to delete thezone.

Edit existing zone Select an existing zone and press this button to open thezone configuration for that zone.

Add new zone Press this button to open the zone configuration for a newzone.

Advanced settings Opens the advanced settings for the Country Dialing Rulesand Phone Number Parsing.

Import Configuration Import a zone configuration file.


Export Configuration Export a zone configuration. This may be used to backupyour zone settings or to import on another InGenius server.

Reset Country DialingRules

This option can be used should country dialing rules bemodified and need to be restored.

Zone Configuration

Add Add new zone.

Edit Edit existing zone.

Delete Delete existing zone.

To configure InGenius for your location; either, select an existing zone and click Edit to edit anexisting zone or click Add to create a new zone. These actions open the Zone Configuration dialogfor that zone.

l Name: The name assigned to the zone.l Description: Assign a description to the zone.l Country: This defines the country dialing rules that this zone will use.l Area Code: This defines the area code that this zone will use.l Local Exchange: This defines the telephone exchange that this zone will use.l Internal Numbers: To avoid calls screen-popping and logging on internal calls, set the internal

number length for InGenius appropriately.

For example, if internal extensions are 4 digits and your do not want a contact record to pop on aninternal call, set the internal numbers setting to Internal numbers are 4 digits.

Note: Not all Country dialing rules require Area Code or Local Exchange. These settings areonly available if required.

l Trunks: Each zone must contain at least one trunk. A trunk defines the specifics of the phoneline to which your InGenius users will be connecting. If a zone has more than one trunk, theusers will get to choose with trunk they will use when they dial out.

AddSelect add to open the trunkconfiguration dialog to add a newtrunk.

Edit Highlight an existing trunk and selectedit to modify a trunk configuration.


Delete Highlight an existing trunk and selectdelete to remove a trunk from the list.

l Translations: Translations allow you to override standard zone settings. For more details ontranslations, see "Phone Number Translations" on the next page.

Add new trans-lation

Press this button to open thezone configuration for a newtranslation.

Edit existingtranslation

Select an existing zone andpress this button to open thezone configuration for thattranslation.

Move translationup

Move the translation up inthe list.

Move translationdown

Move the translation down inthe list.

Delete existingtranslation

Select an existing zone andpress this button to delete thetranslation.

Trunk Configuration

Add Add a new trunk.

Edit Edit an existing trunk.

To configure InGenius for your trunk select an existing trunk and click Edit or click Add to create anew trunk. These actions open the Trunk Configuration dialog for that trunk.

l Name: The name you wish to give the trunk.l Description: Any description you wish to give the trunk.l Prefix: If you require a prefix to access an outside line, enter it in the prefix box.l Country: This defines the country dialing rules that this trunk will use.l Area Code: This defines the area code that this trunk will use.l Local Exchange: This defines the telephone exchange that this trunk will use.

Note: Not all Country dialing rules require Area Code or Local Exchange. These settings areonly available if configured.


l Allowed Calls:l Local: Check if users of this trunk are allowed to make local calls.l Dial area code for local calls: Check if users of this trunk are required to include the

area code with local outbound calls.l Long Distance: Check if users of this trunk are allowed to make long distance calls.l International: Check if users of this trunk are allowed to make international calls.

l Long distance carrier code: Enter your long distance carrier code if your phone line requiresone.

l International carrier code: Enter your international carrier code if your phone line requiresone.

l Translations: Translations allow you to override standard trunk settings. For more details ontranslations, see "Phone Number Translations" below.

l Auto configure local dialing: Once the other trunk parameters are entered, select this buttonto generate translations based on those settings.

Add Select to add a new translation. Enter the details in the phonenumber translation dialog for a new translation.

Edit Highlight an existing translation and select edit to open the phonenumber translation dialog.

Up Move the selected translation up the list.

Down Move the selected translation down the list.

Delete Highlight an existing translation and select delete to remove thetranslation from the list.

l Test Dialing: Enter a number stored in Salesforce to verify how the trunk dials the number toensure the settings are correct.

Phone Number TranslationsThere multiple types of translations used to translate the specific phone number used by InGenius.

Zone Translationsl Name: The name you wish to give the translation.l Description: Any description you wish to give the translation.l Translation type: When defining a translation for a zone, there are two available types:

l Internal: If the phone number matches the pattern, do the replacement pattern and dialthe number without additional processing.


l Expansion: If the phone number matches the pattern, do the replacement pattern andthen continue processing the number using the Zone's trunks.

l Test number: Enter a number to test the translation. If the number means the match pattern,the match pattern will turn green and a translation output appears at the bottom.

l Match applies to:l Original: The input number will be taken exactly as is to compare to the match pattern.l Digits only (original): The input number will first be stripped down to just its digits

before comparing to the match pattern.

l Match pattern: A regular expression to compare the phone number to. If the phone numbermatches the pattern then the translation will be processed.

l Optional processing pattern: Not often needed, but allows you to define additional pro-cessing.

l Processing applies to:l Original: The input number will be taken exactly as is to compare to the match

pattern.l Digits only (original): The input number will be first stripped down to just its

digits before comparing to the match pattern.

l Processing pattern: A secondary pattern to allow for more refined processing shouldthe first match pattern pass.

l Replacement pattern: A regular expression defining what to process the phone number into.

Trunk Translationsl Name: The name you wish to give the translation.l Description: Any description you wish to give the translation.l Translation type: When defining a translation for a trunk, there are two available types:

l Local: If the phone number matches the pattern, do the replacement pattern and con-sider the phone number to be local.

l Long distance: If the phone number matches the pattern, do the replacement patternand consider the phone number to be long distance.

l International: If the phone number matches the pattern, do the replacement patternand consider the phone number to be international.

l Test number: Enter a number to test the translation.If the number means the match pattern, the match pattern will turn green and a translationoutput appears at the bottom.

l Match applies to:l Original: The input number will be taken exactly as is to compare to the match pattern.l Digits only (original): The input number will be first striped down to just its digits before

comparing to the match pattern.l Expanded: The input number will be first expanded before comparing to the match pat-

tern.l Digits only (expanded): The input number will be first expanded and then striped down

to just its digits before comparing to the match pattern.


l E.164: The input number will converted to the ITU recommendation before comparingto the match pattern.

l Digits only (E.164): The input number will be first be converted to the ITU recom-mendation and then striped down to just it's digits before comparing to the match pat-tern.

l Match pattern: A regular expression to compare the phone number to. If the phone numbermatches the pattern then the translation will be processed.

l Optional processing pattern: Not often needed, but allows you to define additional pro-cessing.

l Processing applies to:l Original: The input number will be taken exactly as is to compare to the match

pattern.l Digits only (original): The input number will be first striped down to just it's digits

before comparing to the match pattern.

l Expanded: The input number will be first expanded before comparing to thematch pattern.

l Digits only (expanded): The input number will be first expanded and then stripeddown to just it's digits before comparing to the match pattern.

l E.164: The input number will converted to the ITU recommendation before com-paring to the match pattern.

l Digits only (E.164): The input number will be first be converted to the ITU recom-mendation and then striped down to just it's digits before comparing to the matchpattern.

l Processing pattern: A secondary pattern to allow for more refined processing shouldthe first match pattern pass.

l Replacement pattern: A regular expression defining what to process the phone number into.

Dialing and Number FormatsThe Dialing and Number Formatting tab in the InGenius Configuration Tool allows you to set dialingrules and dialing zones.

Select one of the following topics to see more information on the respective tab in the Dialing andNumber Formatting section.

l Zones Tabl "Display and Search" on page 56

Display and SearchThe Display and Search tab in the InGenius Configuration Tool, located within the Dialing andNumber Formatting tab, allows you to define how InGenius processes an incoming Caller IDnumber and search for it within Salesforce.


Topics in this section include:

l Display and Search Profilesl Display and Search Configuration

Display and Search ProfilesA display and search profile will have two components:

1. Display pattern: How InGenius will display an incoming phone number.l The display pattern will have a light blue background. By default, it will be configured to

display phone numbers in canonical format.l For North American numbers that will be "+c (a) eee-ssss" where c = country

code, a= area code, e = local exchange, and s= subscriber number.

2. One or more search patterns: How InGenius will search Salesforce for records with matchingnumbers.

l InGenius is configured to search on the most specific parameter to more general para-meter. If InGenius finds match(es) at any level, the search is complete. If a search is notfound InGenius continues to search on the next search pattern. By default, InGeniusbegins the search and match sequence as follows:

l CAS (Country, Area, Subscriber)l AS (Area, Subscriber)l S (Subscriber)

Note: Although you can have multiple profiles defined, the one InGenius will use whenrunning is defined in the Display and Search profile at the bottom of the Integrations tab.

Use these buttons to configure the display and search profile as required.

Move pattern up in the search order.

Move pattern down in the search order.

Delete existing pattern from the list. Highlight asearch parameter and select this button todelete the pattern.

Edit existing pattern. Highlight an existingpattern and select this button to open the displayand search configuration for that pattern.

Add new pattern to the list. Select this button toopen the display and search configuration for anew pattern.


Display and Search Configurationl Profile: Either select an existing profile or create a new one by entering a name and a descrip-

tion.l Name: Choose the name you wish to give the pattern.l Description: Provide a description for the pattern.

l Pattern: Usually contains the place holder <n> which is replaced by the selected numberformat except for the Inline Pattern selection.You can add extra text around the place holder to help match CRM content or for the purposeof displaying the number to the user in InGenius. Generally the default is used.

l Use for displaying numbers: Set this pattern and the profile's display pattern.

Unformatted: Will display the number as it was received by InGenius.

l E.164: Will present the number following the ITU recommendation for phone numbers.

l Area: Will keep the area code and subscriber number in partial E.164 format.

l Subscriber: Will only display the subscriber number component.

l Area+Subscriber: Will display digits - only representation of the area code followed by thesubscriber number.

l Inline Pattern: Lets you specify a custom pattern directly in the pattern field as long as it issurrounded by curly braces.

l Custom: Allows further formatting of the number using special syntax.The following characters can be used to specify which part of the number to put in the searchstring and how these parts are formatted:

l c is replaced with the country code.

l a is replaced with the area code.

l s is replaced with the subscriber number.

l x is replaced with the extension.

l All other characters remain unchanged. If you wish to display the c, a, s, n, or xcharacter, precede it with a backslash ( e.g. \x ).

Telephony Configuration

Asterisk Configuration

Some configuration to your Asterisk system is required outside of the InGenius installation andconfiguration.

InGenius supports Asterisk server versions integrated with any SIP phones. InGenius uses the AMIprotocol to connect to an Asterisk server and issue telephony commands to control a user’s phone. In


order for an Asterisk switch to support InGeniusAsterisk Server Connections, the Asterisk switch mustmeet these requirements:

l Asterisk Manager Interface (AMI) must be enabled.l Asterisk Manager Interface (AMI) port must be verified.l The InGenius Server application must be granted access to AMI.

Note: If the system does not handle Channel Variables, InGenius cannot save the AsteriskTelephony data into the Call log via a Workflow Integration.

Enable the AsteriskManager Interface (AMI)Locate the manager.conf and open the file for editing. To enable AMI support in the Asterisk switch,set enabled = yes. Reload the Asterisk configuration after the AMI connections are enabled.Example:[general]enabled = yes

Set the AsteriskManager Interface PortThe port specified in the[general] section of the manager.conf file is the port used for the Serverport when a Asterisk Server Connection profile is created. If the port number is changed, reload theAsterisk configuration. By default the telephony protocol AMI listens on TCP port 5038.Example:[general]enabled = yesport = 5038bindaddr = 0.0.0.0

The bindaddr controls which IP address the server accepts AMI connections on. It is recommendedto set the bindaddr to an internal IP address to prevent authorized access. If a publicly availableconnection is used for the AMI connection, ensure security is configured on that port to preventunauthorized access.

Enable Manager Access over AMIWhen connecting to the Asterisk switch using AMI, InGenius uses a management account andpassword to authenticate the user. An AMI management account with sufficient permissions needsto be configured on the Asterisk server. The management account requires the call read permission,and call and originate write permissions. To configure the account, open the manager.conf file forediting. Add the AMI management account information to the end of the file.Example:[username]secret = passwordread = call,systemwrite = call,system,originate

The entry creates a management account to use when creating an Asterisk Server Connectionprofile. The username and password are defined by the administrator in this file.

Auto AnswerConfigure Auto Originate on the Asterisk switch to enable the answer button within InGenius. Openthe extension.conf file for editing within the Asterisk configuration. Append the file with thefollowing information:

Settings for SIP Channel Provider:[macro-ice-clear-auto-answer]exten => s,1,SIPRemoveHeader(${ICE-AUTO-ANSWER-HEADER})


[ice-originate-auto-answer]exten => _autoX.,1,ExecIf($["${ICE-AUTO-ANSWER-HEADER}" != ""]?SIPAddHeader(${ICE-AUTO-ANSWER-HEADER}))same => n,Dial(SIP/${EXTEN:4},,M(ice-clear-auto-answer))

[ice-clear-auto-answer-and-dial]exten => _.,1,Macro(ice-clear-auto-answer)same => n,ExecIf($["${ICE-CONTEXT}" != ""]?Goto(${ICE-CONTEXT},${EXTEN},1))

Settings for PJSIP Channel Provider (Asterisk version 13 or greater):[ice-originate-auto-answer]exten => autoX.,1,Dial(PJSIP/${EXTEN:4},,b(set-auto-answer-headers^sub^1))[set-auto-answer-headers]exten => sub,1,Set(PJSIP_HEADER(add,Call-Info)=answer-after=0)exten= > sub,2,Set(PJSIP_HEADER(add,Alert-Info)=<http://127.0.0.1>\;info=alert-autoanswer\;delay=0)

Settings for SIP Channel Provider (Asterisk version 16):

[ice-clear-auto-answer]exten => s,1,NoOp("Clear auto answer macro")same => n,ExecIf($["${ICE-AUTO-ANSWER-HEADER}" != ""]?SIPRemoveHeader(${ICE-AUTO-ANSWER-HEADER}))same => n,Return()

[ice-originate-auto-answer]exten => _autoX.,1,ExecIf($["${ICE-AUTO-ANSWER-HEADER}" != ""]?SIPAddHeader(${ICE-AUTO-ANSWER-HEADER}))same => n,Dial(SIP/${EXTEN:4},,U(ice-clear-auto-answer))

[ice-clear-auto-answer-and-dial]exten => _.,1,NoOp("Clear auto answer")same => n,Gosub(ice-clear-auto-answer,s,1)same => n,ExecIf($["${ICE-CONTEXT}" != ""]?Dial(Local/${EXTEN}@${ICE-CONTEXT}))

Settings for PJSIP Channel Provider (Asterisk version 16):

[PJSIP-ice-originate-auto-answer]exten => _autoX.,1,Dial(PJSIP/${EXTEN:4},,b(PJSIP-set-auto-answer-headers^sub^1))

[PJSIP-set-auto-answer-headers]exten => sub,1,Set(PJSIP_HEADER(add,Call-Info)=answer-after=0)exten => sub,2,Set(PJSIP_HEADER(add,Alert-Info)=<http://127.0.0.1>\;info=alert-autoanswer\;delay=0)same => n,Return()

[PJSIP-ice-clear-auto-answer]exten => s,1,Set(PJSIP_HEADER(remove,Alert-Info)=)same => n,Return()

[PJSIP-clear-auto-answer-and-dial]exten => _X.,1,Gosub(PJSIP-ice-clear-auto-answer,s,1)same => n,Goto(default,${EXTEN},1)


Start the InGenius Service

After the configuration is completed and saved, select the Status tab and click Start Service. Oncethe service is started, you must install an Apex package and Call Center Profilebefore InGenius willbe available for use.

Note: If changes are made, stop and restart the service for the configuration to take effect.If the telephony platform is stopped, cycled, or has changes that requires a reset, InGeniusmust be stopped before the maintenance is performed and restarted once the telephonysystem is back online.

For more information on the Status tab, including logging of the InGenius Server, refer to "Status" on page 85.

After you have configured and started InGenius, you can access the InGenius Runtime AdministrationTool.

Runtime Administration and Salesforce Installation

When InGenius is configured and running, the InGenius Runtime Administration can be accessed by:entering the https://YourServerURL/admin via a browser or by clicking the Runtime AdministrationURL button on the Status tab of the Configuration Tool.

The options to configure include branding, speed dials, call log settings, call log templates, and callresults (dispositions) for your InGenius for Salesforce users.

The file created is called the InGenius call center Definition File. It is this file that gets imported intoSalesforce and where you will grant users access to InGenius.

Note: If the InGenius service is not running the InGenius Runtime Administration featureswill not be available to the administrator. The Runtime Admin URL will not respond becausethe service is stopped and only become available when the service starts again.

Where do I go to change...?

Most settings are managed using the InGenius Runtime Administration Tool, but there are a coupleof settings you need to manage in Salesforce itself.

Runtime Administration

In the InGenius Runtime Administration you will:

l Create a Salesforce call center profile, which is uploaded to Salesforce.

Salesforce

In Salesforce you will:

l Import the Salesforce call center profile(s), and create one or more Salesforce call centers.l Add Salesforce users to the Salesforce call center(s).l Import the InGenius apex package.l Configure the Salesforce softphone layout.


InGenius Call Center Profiles and Salesforce Call Centers

An InGenius call center profile and a Salesforce call center both need to be created in order to useInGenius in Salesforce.

Create the call center profile in InGenius first. To do so:

1. In the InGenius Runtime Admin, select the Salesforce tab.2. Select Download to retrieve the Salesforce call center definition .xml file to import into Sales-

force. This file generates a Salesforce call center. This Salesforce call center needs to belinked to the InGenius installation’s call center profile.

Create multiple call centers if unique settings are required for different departments in thecompany. For example, the sales and marketing departments require different Call Dispositioncodes or default templates. Create multiple call centers in InGenius Runtime Administration Tool,then import each call center .xml file into Salesforce. Ensure that the call centers have uniquenames to track the different settings on a per group basis. If Custom Objects are used, clone a callcenter in order to preserve the customizations previously configured.

Note: After importing the call center into Salesforce, the InGenius settings can be editedwithin the InGenius Runtime Administration Tool. To manage Salesforce users, add them tothe call center inside Salesforce.

Create a Call Center Profile for Salesforce

1. Log into the InGenius Runtime Administration Tool and select the Salesforce tab. This page isused to create, modify and download the call center profile for use in Salesforce.

2. A Default Call Center Profile exists as a template. To edit the Default Call Center Profile anddefine settings specific to your organization, select Edit.

3. To create a new call center profile click Create new Call Center Profile. When a new call cen-ter is created, customizations made to previous call centers are not carried over. To preservecustomizations, use the Clone button.

4. Configure the call center profile settings as required. For detailed instructions of the variouscall center profile Tabs, refer to "Create a Call Center Profile" on page 66 and "1. GeneralInfo" on page 100

5. Once you have completed the configuration of InGenius, click Save, then Back to Call CenterProfiles at the top of the page


6. In the list of call center profiles, select Download to retrieve the Salesforce call center Defin-ition .xml file to import into Salesforce. The InGenius Salesforce call center Definition File(.xml file) is downloaded to the specified location. This file is imported into Salesforce asdescribed in the next section.

Salesforce Configuration

To import the call center definition file:

1. Log into Salesforce as an administrator.2. Click Setup to get to the Salesforce configuration.3. Navigate to App Setup | Customize | Call Center|Call Centers.4. A Call Center Edition splash page may appear, click Continue.5. Click Import.6. Next to the call center Definition File field, click Browse to navigate to the InGenius Call

Center Definition file (.xml file) you downloaded.7. Click Import.

Add Users to Call Center

Once the file has been imported into Salesforce you will have to add users to the call center beforethey can use InGenius. To assign users to the Call Center:

1. Log into Salesforce as an administrator.2. Click Setup for the Salesforce configuration.3. Navigate to App Setup | Customize | Call Center | Call Centers.4. Select the imported Call Center.5. From the Call Center Users related list, clickManage Call Center Users.6. Specify search criteria to find the Salesforce users who need to be assigned to the Call Center.7. Click Find. All users who belong to a call center already are excluded from search results

because a user can only be assigned to one call center at a time.8. Select the check-box next to each user to assign them to the specific Call Center.9. Click Add to Call Center.

Note:More than one call center can be configured within Salesforce, but the user can onlybe a member of only one call center at a time. The administrator assigns which call center isused by the user within Salesforce.

Install the InGenius Apex Package

1. Click the link to the specified Apex package provided by InGenius.2. Log into Salesforce to start installation wizard.


3. Select Install for All Users and click Install.4. A message appears when the install is complete.

Note: The Apex package does not change any data or user permission sets within theSalesforce.

Note: It is recommended to completely install the Apex package, which may take up to eighthours. If an older version of ICE is uninstalled before a new Apex package is installed, theremay be issues with the upgrade.

Configure the Salesforce Softphone Layout

.

1. Log into Salesforce as an administrator.2. Click Setup to retrieve the Salesforce configuration.3. Navigate to App Setup | Customize | Call Center | Softphone Layouts.4. Select the Softphone Layout used i.e. Standard Softphone Layout and click Edit.5. Set Call Type to Inbound.6. Set Display these salesforce.com objects to match the list set in the call center under

CRM Configuration: Search.7. If a record is required on an incoming call, set Single-matching record to Pop detail page (or

Pop to Visualforce page if applicable).

Browser Configuration

To ensure optimal client performance, verify the browsers are updated to the latest versionsavailable. The InGenius UI is supported on a variety of OS and web browsers:


l Windows 10l Google Chromel Mozilla Firefoxl Internet Explorer 11l Microsoft Edge

l macOS Mojavel Google Chrome

Edge Trusted Sites

InGenius supports Microsoft Edge and requires some configuration to the Trusted Sites list on eachlocal machine. Microsoft Edge uses the same Trusted Sites list that Internet Explorer does. To addTrusted Sites, edit the list in Internet Explorer or edit the list in the Internet Options section of theControl Panel.

The sites you must add are:

l InGenius server FQDNl my.salesforce.coml salesforce.coml lightning.force.com

Note: Be sure to use the URLs that are specific to your instance of Salesforce. WithMicrosoft Edge, the Salesforce instance must be entered as a Trusted Site on eachworkstation. Add the site URL with Internet Explorer Settings | Security | Trusted sites or theControl Panel | Internet Options | Security | Trusted sites.

Internet Explorer 11

1. Select Internet Options.2. Select the Privacy tab.3. Keep the default slider setting onMedium.4. Select Sites.5. Select the Per Site Privacy Actions tab and add the required domains.

1. Address of your InGenius server2. salesforce.com3. force.com4. visualforce.com

Note: Due to concerns about browser performance, InGenius recommends that customersmigrate away from the legacy Internet Explorer 11 browser to a modern browser likeGoogle Chrome, Mozilla Firefox, or Microsoft Edge.


Salesforce Configuration

This section provides information on how to configure Salesforce with InGenius.

Topics include:

l Call Center Profiles and Call Centersl Install the InGeniusSalesforce Call Centerl Import the Call Center Definition Filel Add Users to the Call Centerl Install the InGenius Apex Packagel Configure the Salesforce Softphone Layoutl Ensure CTI Softphone Utility Item is Enabledl Display Related Records on Internal Callsl Whitelist the InGenius Domainl High Velocity Sales Configuration

InGenius Call Center Profiles and Salesforce Call Centers

An InGenius call center profile and a Salesforce call center both need to be created in order to useInGenius in Salesforce.

Create the call center profile in InGenius first. To do so:

1. In the InGenius Runtime Admin, select the Salesforce tab.2. Select Download to retrieve the Salesforce call center definition .xml file to import into Sales-

force. This file generates a Salesforce call center. This Salesforce call center needs to belinked to the InGenius installation’s call center profile.

Create multiple call centers if unique settings are required for different departments in thecompany. For example, the sales and marketing departments require different Call Dispositioncodes or default templates. Create multiple call centers in InGenius Runtime Administration Tool,


then import each call center .xml file into Salesforce. Ensure that the call centers have uniquenames to track the different settings on a per group basis. If Custom Objects are used, clone a callcenter in order to preserve the customizations previously configured.

Note: After importing the call center into Salesforce, the InGenius settings can be editedwithin the InGenius Runtime Administration Tool. To manage Salesforce users, add them tothe call center inside Salesforce.

Install the InGenius Salesforce Call Center

Once you have created a call center profile and downloaded the call center Definition File (.xmlfile), you will need to install the call center Definition File within Salesforce. This will also be whereyou will create and assign Salesforce users to a call center granting them access to InGenius.

For details on creating and downloading a call center profile, refer to "Call Center Profiles" on page 97.

Import the Call Center Definition File

To import the call center definition file:

1. Log into Salesforce as an administrator.2. Click Setup to get to the Salesforce configuration.3. Navigate to App Setup | Customize | Call Center|Call Centers.4. A Call Center Edition splash page may appear, click Continue.5. Click Import.6. Next to the call center Definition File field, click Browse to navigate to the InGenius Call

Center Definition file (.xml file) you downloaded.7. Click Import.

Add Users to the Call Center

Once the file has been imported into Salesforce you will have to add users to the call center beforethey can use InGenius. To assign users to the Call Center:

1. Log into Salesforce as an administrator.2. Click Setup for the Salesforce configuration.3. Navigate to App Setup | Customize | Call Center | Call Centers.4. Select the imported Call Center.5. From the Call Center Users related list, clickManage Call Center Users.6. Specify search criteria to find the Salesforce users who need to be assigned to the Call Center.7. Click Find. All users who belong to a call center already are excluded from search results

because a user can only be assigned to one call center at a time.8. Select the check-box next to each user to assign them to the specific Call Center.9. Click Add to Call Center.


Note:More than one call center can be configured within Salesforce, but the user can onlybe a member of only one call center at a time. The administrator assigns which call center isused by the user within Salesforce.

Install the InGenius Apex Package

1. Click the link to the specified Apex package provided by InGenius.2. Log into Salesforce to start installation wizard.3. Select Install for All Users and click Install.4. A message appears when the install is complete.



Configure the Salesforce Softphone Layout

.

1. Log into Salesforce as an administrator.2. Click Setup to retrieve the Salesforce configuration.3. Navigate to App Setup | Customize | Call Center | Softphone Layouts.4. Select the Softphone Layout used i.e. Standard Softphone Layout and click Edit.5. Set Call Type to Inbound.6. Set Display these salesforce.com objects to match the list set in the call center under

CRM Configuration: Search.7. If a record is required on an incoming call, set Single-matching record to Pop detail page (or

Pop to Visualforce page if applicable).


Ensure CTI Softphone Utility Item is Enabled

By default, InGenius is not visible within Salesforce Lightning. The Open CTI Softphone utility itemmust be added within Salesforce for InGenius to appear.

For directions on how to add the Open CTI Softphone utility item to a specific app, consult theSalesforce documentation here. Follow these steps and edit the desired app, then add the Open CTISoftphone item to the app:

Display Related Records on Internal Calls

1. Log into Salesforce as an administrator.2. Click Setup to retrieve the Salesforce configuration.


https://help.salesforce.com/articleView?id=dev_apps_lightning_utilities.htm&type=5

3. Navigate to App Setup | Customize | Call Center | Softphone Layouts.4. Select the Softphone Layout used (i.e. Standard Softphone Layout) and click Edit.5. Set Call Type to Internal.6. Select Softphone Layout and click Add / Remove Objects.7. Select Contact and click Add.8. Select Save.

Whitelist the InGenius Domain

In some scenarios, the InGenius domain needs to be whitelisted. The following steps whitelist thedomain within the CRM.

1. Navigate to Setup | Create | Apps.2. Select a console app.3. Click Edit.4. InWhitelist Domains section, type the domain of the InGenius server.5. Click Save.

High Velocity Sales Configuration

Salesforce High Velocity Sales (HVS) enables agents to efficiently contact and convert leads, as wellas create new opportunities in a single Lightning interface. The InGenius integration with theSalesforce HVS Work Queue API allows agents to selectively advance cadence steps based on callresults. Successful calls are automatically moved to the next step when the call is logged.

If a call does not match the business-defined criteria for advancement, the call is logged andremains in the same position in the cadence. The call attempt can still be logged against thesequence without automatically moving to the next step. This allows agents to be credited for theattempt while providing opportunity to filter the lead, as appropriate.

Note: There is no configuration required to the InGenius call center for HVS to work withInGenius.


Sales Cadence Advancement Troubleshooting

The following section provides some tips to make sure sales cadences are advanced:

Work Queues

Making a call from the Work Queue does not advance the cadence if:

l Call Logging is turned off in the InGenius Runtime Admin (Tab 4). Ensure Call Logging isenabled via Tab 4 if you want cadences to advance when calling from a Work Queue.

l The user switches to a different browser or machine before logging the call. Ensure to use thesame browser or machine throughout the entire call to advance the cadence when callingfrom a Work Queue.

Click-to-Dial

If you use Click-to-Dial from the Leads list, or in the phone field in the Lead, the call does notadvance the cadence or My List. Please refer to the following image for an overview of which Click-to-Dial buttons in Salesforce advance the cadence and which do not:


Configure Additional Servers

Multiple InGenius servers may be required in your company organization because:

1. There is more than one type of phone system and separate servers are configured for eachphone system.

2. There is a large number of users and additional servers help load balance the client requests.3. A redundant server is needed to ensure there is minimal downtime with InGenius and Sales-

force.


Configure an Additional Unique Server

To configure a second unique InGenius server, repeat the "Installation" on page 6 steps on youradditional server. Contact InGenius Customer Care to acquire a second InGenius server license.

Configure an Additional Identical Server

To configure a second identical InGenius server:

1. Repeat the "Installation" on page 6 steps on your additional server including the licensingsteps.

2. On the first server, navigate to C:\ProgramData\InGenius\ICE and copy the configuration file.This file contains all the server settings configured .

3. On the second server:1. Open the InGenius Configuration Tool and stop the InGenius server.2. Close the InGenius Configuration Tool.3. Navigate to C:\ProgramData\InGenius\ICE and paste the configuration file from the

first server. If prompted, replace the existing file.

4. The first server needs to be temporarily stopped while the second server is started. Open theInGenius Configuration Tool on the second server and start the InGenius server. Verify the con-figuration file is the same as the first server.

Configure a Redundant Server

To configure a redundant standby InGenius server, refer to Redundant Configuration andSynchronization.

Redundant Configuration and Synchronization

InGenius provides support for redundant servers. The InGenius Telephony Integration ServerConfiguration Tool and InGenius Runtime Administration settings are synchronized with theredundant server (also known as standby server) to prevent any loss of information or data.

Prerequisites

To configure a redundant standby InGenius server, first ensure to do the following:

1. Repeat the "Installation" on page 6 steps on your additional server including the licensingsteps.

2. On each server, open the InGenius Configuration Tool.3. Follow the steps outlined on the remainder of this page.

Note: Contact InGenius Customer Care at [email protected] toacquire a redundant InGenius server license.

Note: Do not clone your virtual machine if using redundancy.


mailto:[email protected]

Define a Redundant Server Pair

To configure active and standby InGenius servers:

1. Open the InGenius Telephony Integration Server Configuration Tool on the active server.2. Navigate to the Configuration | General tab.3. Click the Configure Redundancy button.4. Within the Server Redundancy dialog:

1. Verify that the Message Queuing (MSMQ) is installed and running.2. Select the Enable Server Redundancy.3. Enter the Fully Qualified Domain Name (FQDN) of the standby server and the port to

use.4. Click OK.

5. Open the InGenius Telephony Integration Server Configuration Tool on the standby server andrepeat steps 2-3.

6. When both servers are up and running, one will be the active server and the other will be thestandby server.

For more information on Redundant Server settings, refer to Server Redundancy"Server Redundancy" on page 79.

Note: InGenius server redundancy requires Microsoft Message Queuing (MSMQ) to beinstalled and running. For more information, see instructionshere: https://msdn.microsoft.com/en-us/library/aa967729(v=vs.110).aspx

Note: If you did not have a standby server configured when you first installed the call centerfile, for Salesforce to use the redundancy settings, you will need to download and reinstallthe call centerfile.

Note: The Standby InGenius server has a limited set of Configuration Tool and RuntimeAdministration tool options. Configuration Tool and Runtime Administration changes are


made on the Active server which are automatically synchronized to the standby server.Refer to "Redundant Configuration and Synchronization" on page 36 for more information.

Configuration Tool Synchronization

If you have configured a redundant standby server in the Configuration Tool then the Sync buttonwill allow you to copy the configuration from this active server over to the standby InGenius Server.

The Sync button is available when there are any changes to the configuration since the last time theconfiguration was synchronized. You will also be asked if you wish to synchronize the configurationwhen you press the Save button in the Configuration Tool.

The Configuration Tool synchronizes all the Configuration Tool settings including:

l Dialing and Number Formattingl Telephonyl Integrations

The Configuration Tool leaves server specific settings alone on both servers. Such settings include:

l Licensingl General - Server Settingsl Loggers and Email Alertsl Configuration Backup

Note: In order to successfully copy the configuration from the active server to the standbyserver, the standby server's InGenius Service must be started, and the standby server'sConfiguration Tool must be off.

Note: The Standby InGenius server has a limited set of Configuration Tool and RuntimeAdministration tool options. Configuration Tool and Runtime Administration changes aremade on the Active server which are automatically synchronized to the standby server.Refer to "Redundant Configuration and Synchronization" on page 36 for more information.

For more information on the Configuration Tool, refer to "Configuration Tool" on page 77.

Runtime Administration Tool Redundancy

Within the Configuration tab of the Runtime Administration Tool, you will find a Redundancysection. With this section you can:

l See the connection state of the two servers.l See the number of users currently connected to each server.l Retest the connection to the other server.


l Switch which server is Active versus Standby. The switch can be done:l Immediately: All users will immediately be migrated over to the new active serverl Delayed (between 5 minutes and 8 hours):

l All idle users will immediately be migrated over to the new active server.l Users who are on calls will be warned about the impending switch. When they are

off the call, or the delayed duration expires, those users will also be migratedover to the new active server.


For more information on the Runtime Administration Tool, refer to "Runtime Administration" on page 87

Runtime Administration Synchronization

The Runtime Administration on your active InGenius server performs an automatic sync of the data.Once you have completed any configuration changes within the Runtime Administration, all the datais queued and sent to the redundant servers. The Runtime Administration synchronizes the followingsettings:

l Administrator Rolesl Administratorsl Device Assignments (if applicable)l Zone Assignments (if applicable)l Call Center Profiles

Note: To copy the Runtime Administration settings to a standby InGenius Server, theInGenius Service must be configured on the standby InGenius Server.


For more information on the Runtime Administration Tool, refer to "Runtime Administration" on page 87.

Note: If you did not have a redundant server configured when you first installed the callcenter file, for Salesforce to use the redundancy settings, you will need to download andreinstall the call center file.


Manage License on Redundant Servers

In case of a failover, all licenses need to be available on the standby server. To ensure all licensesare available on the standby server, perform routine maintenance during non-peak hours, whichincludes the following:

l Delete users to free up licenses.l Deactivate licenses not in use.l Failback to the primary server.

Conditions for Server Failover

Server rollover is triggered in one of two ways:

l A forced failover, where an administrator forces a failover via the Runtime Administrationinterface.

l An automatic failover, which occurs when the communication between servers across theMicrosoft Message Queue is lost. This communication is monitored by "heartbeats," or theperiodic signals the two servers exchange. The criteria for a rollover is two consecutivelymissed heartbeats for a total of four seconds of missed heartbeats.

Set an Email Alert

Set an email alert to occur if one server unexpectedly loses contact with a redundant server. Referto "Loggers and Email Alerts" on page 82 for more information.

Create a Sandbox Environment

Set up a sandbox environment to test InGenius in a non-production environment. For the sandboxenvironment, either the main InGenius server can be used or "Configure an Additional IdenticalServer" on page 36 for testing purposes. If the main InGenius server is used, create a new call centerprofile to use within your sandbox Salesforce environment.

Note: If you choose to use your main InGenius server, be aware that server configurationchanges will affect both your main and sandbox environment.


Salesforce

Within your sandbox Salesforce environment, complete the following steps:

1. Download and install the InGenius Salesforce call center.2. Install the InGenius sandbox apex package.

For more information on installing the required files, refer to "Salesforce Configuration" on page 29. To acquire theInGenius sandbox apex package, contact InGenius Customer Care.


Move a Server

To move an InGenius server:

1. Run the configuration backup on the original server, i.e. the server to be cloned, to generate abackup.

2. Copy the configuration file to the target server.3. Install the target InGenius server with the same version of InGenius software installed on the

original server.4. On the target server, use the configuration backup to restore from the original server backup.5. After restoring the configuration, close the InGenius configuration tool.6. Open the InGenius configuration tool, and license the machine.7. Navigate to the configuration tab, update the server FQDN to reflect the name of the target

server. Click Save.8. Start the service.

Please contact InGenius Customer Care to learn how to acquire a second InGenius server license.


CHAPTER 3 Server ConfigurationNavigate to a Server Configuration topic by selecting one of the links below:

l "Server Licensing" belowl "Certificate Management" on page 47l "Administration Authentication" on page 48l "Configure Additional Servers" on page 35l Redundant Configuration and Synchronizationl Move a Serverl Manage Server Backupsl "Error Logs and Alerts" on page 52l "Upgrades" on page 54

Server Licensing

This section provides information on how to license your InGenius server.

Topics include:

l Licensing Introductionl Single Server Licensingl Multi-Server Licensingl Lost Connection between InGenius Server and Licensing Serverl Database Requirementsl InGenius Configurationl Manual Licensing

Licensing Introduction

InGenius supports standalone servers and redundant server configurations with a singleserver license. Multi-server licenses can be used for customers with multiple servers.

The license key is provided by InGenius. After the license key is applied to the InGenius server ordatabase, the license mode i.e. single or multi is set and cannot be changed to another type.

Note: Email alerts can be configured to be sent when the server notices that its expiry dateis imminent. For more information on Loggers and Email Alerts, refer to "Loggers and EmailAlerts" on page 82.


Single Server Licensing

A single-server license applies to one individual server and its users. This option supportsredundancy, but you will need to register each server separately with individual license keys, andinformation between the servers will be synced using Microsoft Message Queuing (MSMQ).

To license the InGenius server using a Single-server License:

1. Within the InGenius Configuration Tool, navigate to the Licensing tab.2. Select Single-server Licensing.3. Enter your product licensing key and click License Server.

Multi-Server Licensing

With this method of licensing, the InGenius license is applied to a SQL database (licensing server).InGenius servers can then contact that database to verify license status. When this method oflicensing is used, user capacity (the number of CRM users that can be enabled) is shared between allof the servers that connect to the database. To use a multi-server license to license the InGeniusdatabase:

1. Install a SQL database with TCP/IP enabled as outlined in the "Database Requirements" on thefacing page section.

2. Within the InGeniusConfiguration Tool, go to the "Licensing" on page 77 tab.3. SelectMulti-server Licensing.4. Enter the Connection String.5. If the database is not found, InGenius will prompt you to create the database on the SQL

instance.

Note: If integrated security is set to SSPI or true i.e. integrated security = SSPI, theWindows Authentication panel is where the credentials must be entered.

6. Enter a database user and database password. These credentials can be a Windows-authen-ticated user or a SQL-authenticated user. If SQL authentication is selected and the databaseuser is not found, InGenius prompts you to create the database user and grant that user accessto the SQL database.

7. Click Configure Database.8. Enter your product licensing key and click License Database.

Note:Multi-server Licensing requires SQL 2008 or higher (SQL Express is sufficient) to beinstalled on a server. Each InGenius server must be able to establish a network connection tothis database.

SQL Multi-Server License Configuration

The License Database field is disabled until Configure Database is selected and there is aconfigured database. The License Database applies the license to the database.


To extend the license to an InGenius server, enter the database credentials in that server’sConfiguration Tool and click Configure Database. There is no limit to the number of servers that canbe associated with a database license.

Note: If an InGenius server is switched from a previous single-server license to a multi-server license, the next time the InGenius service is started, user license information ismigrated from the InGenius server to the database.

Lost Connection between InGenius Server and Licensing Server

In the event that communication between the InGenius and licensing server is lost, the followingbehaviors are expected:

l Users with a valid Salesforce session and InGenius session will remain licensed for the durationof their session even if the licensing server becomes unreachable during that session.

l Users attempting to establish a new session with InGenius and Salesforce while the licensingserver is unreachable will not be able to acquire a license and log in to InGenius.

l For sites with redundant InGenius servers in an active-standby configuration, a forced rolloverto the standby server will re-establish licensing only if these three criteria are met:

l The root issue was connectivity between the active server and the licensing server.l The standby server has no connectivity issues with the licensing server.l The licensing server is operating normally.

To resume normal licensing functionality, a connection to the licensing server must be re-established.

Database Requirements

Multi-server licensing requires SQL 2008 or higher (SQL Express is sufficient) to be installed on aserver. Each InGenius server must be able to establish a network connection to this database.

When SQL is installed, ensure that TCP/IP is enabled . In the SQL Configuration Manager, selectServer Network Configuration and enable TCP/IP.


InGenius Configuration

InGenius connects to a database using a configuration string which consists of a set of parameterswhich specify where and how to reach the database. There are several types of configurationstrings, but only five are relevant to connect to InGenius. The first two, data source and initialcatalog, use both methods of authentication (SQL and Microsoft). User ID and password apply toSQL Authentication, and integrated security applies to Windows Authentication. These parametersshould be separated by semicolons.

To perform a database configuration, the user must have access to the database server andsufficient rights to create databases and grant security roles. The SQL roles dbcreator andsecurityadmin or sysadmin enable a user to configure a SQL database.

A data source

l The name of the actual server.l The format required is “DVW12SQL12-01\QALICENSING01” as defined by the SQL admin-

istrator.

An initial catalog

l The name of the database in the data source.l If no database name is not found, InGenius prompts you to create the database on the SQL

instance.l The database needs to be created in advance by the SQL administrator.

A user ID

The User ID is only required if SQL Authentication is used and is used in combination with thePassword parameter.

l The authentication method for a database is configured in the SQL management tools whenthe database is created.

l If the user name is not found, InGenius prompts you to create the database user with sufficientrights to the SQL database.

A password

This is only required if using SQL Authentication and must be used in combination with the User IDparameter.

l If the User ID already exists in the database and the Password is wrong, an error will be shownwhen you try to configure.

Integrated security

Only required if using Windows Authentication-- will override the presence of User ID and Passwordparameters.

l The authentication method for a database is chosen when the database is created in the SQLmanagement tools.

l With Windows authentication, the domain controller must be at least Windows Server 2008.l This parameter has three values - false, SSPI, and true (equivalent to SSPI). When set to SSPI,

the Windows Authentication fields located to the right of the Connection String field areenabled.


Once a valid set of parameters is entered, the Configure Database is active. When ConfigureDatabase is selected, the database SQL server generates the tables and entries required for thedatabase to be a valid license database. If a database has already been configured, clicking thisbutton will not make any changes to the database.

Manual Licensing

Use manual licensing if the server machine cannot reach the InGenius registration server.

To manually license via the InGenius server:

1. Open the InGenius Configuration Tool.2. Navigate to the Licensing tab and select Single-server Licensing or Multi-server Licensing.3. Enter the product license key in the License Key field.4. Select the Manual Licensing... button.5. Copy the text string displayed.6. Navigate to https://manual.ingenius.com.7. Paste the copied text string to the License request field and click Download. Ensure to save

the downloaded license file somewhere you can locate it.8. Click Import License File... and locate the downloaded license file to import it.9. Click the Open button and wait for the "Success" message.

Certificate Management

InGenius requires a certificate for the server to validate the FQDN for HTTPS traffic. InGeniusrecommends a third-party certificate to minimize the setup and configuration of servers and localcertificates.

Note: Domain certificates are not recognized by Apple computers and are not automaticallyaccepted by all browsers.

The certificate can be bound within the InGenius Configuration Tool on the Configuration> "General" on page 79 tab.


https://manual.ingenius.com/


l Bind a Certificatel Unbind a Certificatel Additional Features

Bind a Certificate

1. Highlight a certificate within the certificate list.2. Select Bind Certificate….3. Confirm that you wish to bind the certificate to the current port.4. The newly-bound certificate will be highlighted green, and the current server port will be

added to the list of bound ports for that current certificate.

Certificates are installed outside InGenius. For help, refer to "Additional Features" below.

Note: All certificates in the personal directory of the local machine store will be displayed inthe list. Any certificates that are bound will be highlighted green and the ports they arebound to will display in the Ports column.

Unbind a Certificate

1. Highlight a certificate within the certificate list that is bound to the current server port.2. Select Unbind Certificate….3. If the certificate is bound to more than one port, select which port you want to unbind.4. The green highlight is removed from any certificates that are no longer bound to a port.

Note: Certificates can only be unbound if bound to the current server port.

Additional Features

Right-clicking on the list of certificates allows the user to refresh the list of certificates to reflect anychanges. Double-clicking on any certificate displays a dialog that contains detailed informationabout the selected certificate.

Administration Authentication

Administration authentication is set with the InGenius Telephony Server Configuration Tool to giveadministrators access to InGenius Runtime Administration. The type of authentication is configuredfrom the Configuration | "General" on page 79 tab in the Runtime Administration Access section.

There are two types of administration authentication:


1. "Integrated Windows Authentication" below2. "Basic Authentication" below

Integrated Windows Authentication

Integrated Windows Authentication uses the Active Directory (AD) services for passwordauthentication. During the initial InGenius installation, one default administrator (admin) account iscreated. The master password for the admin account is the AD password of that user who installedthe InGenius server. The administrator is granted with a full administrative role (ADMIN) whichincludes the following permissions:

l Configuration and diagnosticsl Server/user managementl Zone assignment (if enabled in the InGeniusConfiguration Tool)l Salesforce: Call center profiles

Configure InGenius Integrated Windows Authentication

To use Integrated Windows Authentication open the InGenius Telephony Integration ServerConfiguration Tool:

1. Navigate to the Configuration | "General" on page 79 tab.2. Click Integrated Windows Authenticationin the Runtime Administration Access section.3. Enter the Active Directory Group Name or use the default ICERuntimeAdmins name.4. Select Require Authentication for Local Machine Connections check-box if administrators

are authenticating on the local machine.5. For more information, refer to "Integrated Windows Authentication Administrator Role" on

the next page.

Note:Members of the Active Directory Group ICERuntimeAdmins are granted a fulladministrative role when they log into the InGenius Runtime Administration.

Basic Authentication

Basic Authentication is used to grant administrators per call center permissions or to authenticateindividual administrators access to the InGenius environment. To use basic authentication open theInGenius Telephony Integration Server Configuration Tool:

Configure Basic Authentication

The default administrator is granted a full administrative role when they log into the InGeniusRuntime Administration with the username admin and master password. To reset the masterpassword, select Change Password.

1. Navigate to the Configuration | General tab.2. In the Runtime Administration Access section, select the Basic Authentication option.


3. Click Change Password to set a master password. The password needs to be a minimum of 10characters.

4. Select Require Authentication for Local Machine Connections if administrators are authen-ticated on the local machine.

Refer to "Basic Authentication Administrator Role" below for more information on roles.

Administrator Roles

The default administrator is defined within the InGenius Telephony Integration Server ConfigurationTool and has a full administrative role over all features of the InGenius Runtime Administration.

Default Administrator RoleA default administrator is automatically created when the InGenius server is installed. The defaultadministrator (admin) is granted a full administrative role (ADMIN) with the following permissions:

l Configuration and Diagnosticsl Users and License Managementl Zone Assignment (if enabled in the InGenius Configuration Tool)l Salesforce: Call center profiles

Basic Authentication Administrator RoleAdditional roles can be configured if Basic Authentication is configured from the InGeniusTelephony Integration Server Configuration Tool. Within the InGeniusRuntime Administration thedefault administrator (admin) can configure roles with specific permissions for a subset ofadministrators.

1. Log into the InGenius Runtime Administration with the admin username and master password.2. Select the Admin Roles tab.3. Click Create Role.4. Enter the Role Name and click Create.5. From the Administrator Role Management window, select the role to add permissions to and

click Edit.6. Select the appropriate check boxes to associate permissions with the role. The permissions

that can be assigned are:l Configuration and Diagnosticsl User and License Managementl Zone Assignment (if enabled)l Salesforce: call center profiles

7. Click Apply to save the current configuration.

Refer to "Administrators" on the facing page for more information to add administrators andassociated roles.

Integrated Windows Authentication Administrator RoleAdditional roles cannot be configured from the InGenius Runtime Administration if IntegratedWindows Authentication is configured from the InGenius Telephony Integration Server


Configuration Tool.

Refer to "Integrated Windows Authentication" on page 49 for more information.

Administrators

Use the InGenius Telephony Integration Server Configuration Tool to configure "Runtime AdminAccess" on page 79. A default administrator (admin) is automatically created during the initial installof the InGenius server.

Default administratorWhen the default administrator logs into the InGeniusRuntime Administration they are granted a fulladministrative role (ADMIN) with the following permissions:

l Configuration and diagnosticsl User managementl Zone assignment (if enabled in the InGenius Configuration Tool)l Salesforce: Call center profiles

Add administratorsIf Integrated Windows Authentication is configured in the InGenius Telephony Integration ServerConfiguration Tool, additional administrators may be added to the default administrator group.

Additional administrators with integrated windows authenticationTo add more administrators to the InGenius server when Integrated Windows Authentication isused, create an Active Directory Group titled ICERuntimeAdmins. Active Directory accounts addedto the ICERuntimeAdmins grant users administrative access to the InGenius RuntimeAdministration. Assign users maintaining the InGenius server to this group. Members assigned to thisgroup have a full administrative role (ADMIN) in the InGenius Runtime Administration.

Note: The Active Directory Group must be created by the IT Administrator on the MicrosoftWindows Server.

If Basic Authenticationis configured in the InGenius Telephony Integration Server ConfigurationTool, additional administrators are added in the Runtime Administration.

Additional administrators in basic authenticationAdditional administrators can be created in the InGenius Runtime Administration when BasicAuthentication is used.

1. Log into the InGenius Runtime Administration with the username admin and the master pass-word.

2. Select the Administrators tab to openManage Runtime Administrators.3. Click Create Admin .4. Enter the new Admin Name and click Create to save changes.5. A temporary password is assigned to the administrator which must be changed the first time

they log in.6. Select Edit to add the roles to this administrator.7. Repeat steps 1-5 for each administrator created.


Manage Runtime Administration Options

Three options are available in the Manage Runtime Administrators for account managementwhich are:

l Edit: Use to modify permissions on the selected Admin account.l Active: Use to suspend or activate the Admin account.l Delete: Use to delete the Admin account.

To add roles, refer to "Basic Authentication Administrator Role" on page 50.To configure on a per call center basis, refer to "Per Group Permissions" on page 93.

Error Logs and Alerts

The InGenius server automatically creates diagnostic logs via "Send Diagnostic Data to InGenius" onpage 86. Additionally, the InGenius server can be configured to create specific logs or send emailalerts. For more information, refer to Loggers and Email Alerts.

Access the Loggers and Email Alerts Configuration

To access the loggers and email alerts configuration within the InGenius server:

1. Open the InGenius Configuration Tool.2. Navigate to the Configuration tab.3. Click the Loggers and Email Alerts button.


Add a New Logger

Using the Logger and Email Alert dialog add new loggers with the following steps:

1. Click Add .2. Select Log to File.3. Set the Log files directory to save the log files.4. Set the Maximum number of log filesto be saved. Once the maximum number is reached, the

log files will be overwritten.5. Enter a File name prefix to identify your log files.6. Set a Filter to define the details to record in the log files and click OK.

l Level (Critical) records critical errors only.l Level (Debug) will log everything.

The new logger is accessed with the Logger and Email Alert dialog. To start logging, select the ONoption.

For more information, refer to Loggers and Email Alerts


Add a New Email Alert

Within the Logger and Email Alert dialog you can add new loggers:

1. Click Add .2. Select Email Alert.3. Enter the details to access email etc.4. Set the email Trigger:

ll Level (Critical) sends an email alert when the server encounters a critical error.

ll Remote server unresponsive sends an email alert the server loses contact with aredundant server. The redundant server may be down or communication between theservers has been lost.

l License will expire on sends an email alert when the server's license expiry date isimminent.

5. Set a Filter to define the details to record in the email.6. Click OK.

The new email alert is accessed with the Logger and Email Alert dialog. To start monitoring, selectthe ON option.

Upgrades

This section provides information on how to upgrade InGenius.


l Pre-install Backupl Upgrade InGenius Serverl Install a New InGenius Apex Package

Note:We recommend that you contact InGenius Customer Care to get the latest version ofInGenius installation files and for assistance stepping through the installation process.You will need your InGenius server administrator and your Salesforce administrator involvedas there are changes required to both.

Pre-install Backup

Before upgrading InGenius, we recommend that you back up your InGenius configuration settings.

1. Start up the InGenius Configuration Tool.2. Go to the Status tab.3. Click Send Diagnostic Data.4. Select Save to desktop and click Send.


This will save a .zip file containing your configuration settings on the server's desktop. For moredetails on Send Diagnostic Data in the Configuration Tool, refer to "Send Diagnostic Data toInGenius" on page 86.

Upgrade InGenius Server

Contact InGenius Customer Care at [email protected] to get the latestversion of InGenius installation files.

1. Start up the InGenius Configuration Tool.2. Go to the Status tab.3. Stop the InGenius service.4. Close the Configuration Tool.5. Run the appropriate InGenius installation file that you received from InGenius Customer Care.6. Start up the InGenius Configuration Tool.7. Verify all the configuration settings are the same as before.8. Go to the Status tab.9. Start the service.

10. Click Send Diagnostic Data.11. Set it to "Send to InGenius and click Send.

The InGenius server is now upgraded and details of the upgrade have been sent to InGeniusCustomer Care.

Install a New InGenius Apex Package

To install the Apex package:

1. Click the link to the specified Apex package provided by InGenius.2. Log into Salesforce to start installation wizard.3. Select Install for All Users and click Install.4. A message appears when the install is complete.



Note: Clear all browser caches to complete the upgrade.


mailto:[email protected]

Display and Search

The Display and Search tab in the InGenius Configuration Tool, located within the Dialing andNumber Formatting tab, allows you to define how InGenius processes an incoming Caller IDnumber and search for it within Salesforce.


l Display and Search Profilesl Display and Search Configuration

Display and Search Profiles

A display and search profile will have two components:

1. Display pattern: How InGenius will display an incoming phone number.l The display pattern will have a light blue background. By default, it will be configured to

display phone numbers in canonical format.l For North American numbers that will be "+c (a) eee-ssss" where c = country

code, a= area code, e = local exchange, and s= subscriber number.

2. One or more search patterns: How InGenius will search Salesforce for records with matchingnumbers.

l InGenius is configured to search on the most specific parameter to more general para-meter. If InGenius finds match(es) at any level, the search is complete. If a search is notfound InGenius continues to search on the next search pattern. By default, InGeniusbegins the search and match sequence as follows:

l CAS (Country, Area, Subscriber)l AS (Area, Subscriber)l S (Subscriber)

Note: Although you can have multiple profiles defined, the one InGenius will use whenrunning is defined in the Display and Search profile at the bottom of the Integrations tab.

Use these buttons to configure the display and search profile as required.

Move pattern up in the search order.

Move pattern down in the search order.


Delete existing pattern from the list. Highlight asearch parameter and select this button todelete the pattern.

Edit existing pattern. Highlight an existingpattern and select this button to open the displayand search configuration for that pattern.

Add new pattern to the list. Select this button toopen the display and search configuration for anew pattern.

Display and Search Configuration

l Profile: Either select an existing profile or create a new one by entering a name and a descrip-tion.

l Name: Choose the name you wish to give the pattern.l Description: Provide a description for the pattern.

l Pattern: Usually contains the place holder <n> which is replaced by the selected numberformat except for the Inline Pattern selection.You can add extra text around the place holder to help match CRM content or for the purposeof displaying the number to the user in InGenius. Generally the default is used.

l Use for displaying numbers: Set this pattern and the profile's display pattern.

Unformatted: Will display the number as it was received by InGenius.

l E.164: Will present the number following the ITU recommendation for phone numbers.

l Area: Will keep the area code and subscriber number in partial E.164 format.

l Subscriber: Will only display the subscriber number component.

l Area+Subscriber: Will display digits - only representation of the area code followed by thesubscriber number.

l Inline Pattern: Lets you specify a custom pattern directly in the pattern field as long as it issurrounded by curly braces.

l Custom: Allows further formatting of the number using special syntax.The following characters can be used to specify which part of the number to put in the searchstring and how these parts are formatted:

l c is replaced with the country code.

l a is replaced with the area code.

l s is replaced with the subscriber number.


l x is replaced with the extension.

l All other characters remain unchanged. If you wish to display the c, a, s, n, or xcharacter, precede it with a backslash ( e.g. \x ).


CHAPTER 4Manage Server BackupsThe InGenius server can be set to back up its configuration. For details on the InGenius ConfigurationTool Backup parameters, refer to "Configuration Backup" on page 84.

Scheduled Backup

Note: A domain service user account is required in order to for the scheduled backups torun. The user must have privileges that allow them to create and delete within the taskscheduler, and must have read/write access to the target folder and read access to theProgramData\InGenius\ICE folder.

1. Open the InGenius Configuration Tool and navigate to the "Configuration" on page 78 tab.2. Click the Configuration Backup button to access the InGenius "Configuration Backup" on

page 84 dialog.3. Enter the destination folder where backup configuration files are to be stored. For a network

location, use the UNC path.4. Enter the start time when backups are executed. Select a time when activity on the InGenius

Service is minimal.5. Enter the domain service user account credentials.6. Click the Schedule Backup button to enable the scheduled backup task.7. To turn off the scheduled backup, click the Remove Scheduled to disable the scheduled

backup task.

One Time Backup

1. Run the InGenius Configuration Tool, and navigate to the "Configuration" on page 78 tab.2. Click Configuration Backup... to access the InGenius "Configuration Backup" on page 84 dia-

log.3. Fill in the destination folder where you wish the backup configuration files written to. For net-

work location, use UNC path instead of mapped drive.4. Fill in the domain service user account credentials.5. Click the Backup Configuration Now button to immediately back up the InGenius Server con-

figuration.


Restore from Backup

To restore a backup configuration, use the InGenius Configuration Tool. Select the "Status" onpage 85 tab to stop the InGenius service.

1. Navigate to the Configuration tab and click the Configuration Backup... to access theInGenius Configuration Backup dialog.

2. Navigate to the Restore from Backup tab.3. Click Browse to locate the backup file to restore from.4. Click Restore Configuration and click Close.5. Restart the Configuration Tool.6. Navigate to the Status tab.7. Click Start to initiate the InGenius service.


CHAPTER 5 License OverviewWithin the Runtime Administration Tool, you can add licenses for additional users, or update anexpired license.

The License Overview section includes the following topics:

l User License Managementl Add Capacity to your Licensel Manual Licensing

Add Capacity to Your License

Whether adding licensing for additional users, or updating an expiring license, you may find need toupdate you license. When the InGenius server notices that the capacity is expiring, it willautomatically check for capacity updates.

Check for License Updates

If you purchase additional licenses after your original purchase, InGenius will update your licensecapacity:

1. Open the "Runtime Administration" on page 87 tool.2. Click on the "Runtime Admin Licensing" on page 90 tab.3. Click on the Summary tab.4. Click Check for Updates to have the InGenius server contact the registration system for the

updated license.

Note: Licenses can also be updated through the Configuration Tool"Licensing" on page 77tab.

License Update

When licensing with the Runtime Administration Tool, the registration uses the multi-server orsingle-server type setting configured within the Configuration Tool. If your InGenius server does nothave access to the internet, you will need to "Manual Licensing" on page 65. In specialcircumstances, you may receive an additional license key to increase your license capacity. Afterreceiving it:

1. Start the "Runtime Administration" on page 87 tool.

2. Click on the "Runtime Admin Licensing" on page 90 tab.

3. Click on the Summary tab.


4. Insert the license key into the New License Key field.5. Click Update button.

Note: Licenses can also be updated through the Configuration Tool "Licensing" on page 77tab.

How to Update Licenses on Redundant Servers

This section specifies license management for servers setup in the Active / Standby serverconfiguration. This method is for managing licenses between redundant servers when you do not usedatabase licensing.

To update capacity licenses on redundant servers:

1. Navigate to the InGenius Configuration Tool.2. Stop the InGenius service on the standby server (select the Status tab in the Configuration

Tool, then select Stop Service).3. Update the license on the standby server from the InGenius Configuration Tool. You can auto-

matically license or manually license:a. For information on automatic licensing, consult the documentation here.b. For information on how to manually license, consult the documentation here. Ensure to

select Single server Licensing when manually licensing.

4. Restart the InGenius service on the standby server (select the Start Service button).5. Navigate to the InGenius Runtime Admin for the active server.6. Update the active server license. You can automatically or manually license from the Runtime

Admin:a. For information on automatic licensing with the Runtime Admin, consult the doc-

umentation here.b. For information on manual licensing with the Runtime Admin, consult the doc-

umentation here.

Note: Licenses are managed as a "pool." The first time a user attempts to connect toInGenius within Salesforce, InGenius allocates a license to the user if one is available in thepool of licenses. The user information is added to the user management table.

Note: Ensure license clean-up is activated from the Runtime Admin on both the active andstandby servers. User cleanup on the standby server is done on an individual user basis ifrequired within the clean-up window. User management is accessible after failing over tothe standby server.

Note: Users can be managed individually in the user management table on the activeserver.


User License Management

Within the Runtime Administration Tool, user management, you will be able to see the total userlicenses, the number of licenses available, the status of each user, and the specific users grantedaccess to the application for this InGenius server.

l "User License Management" abovel "Access the User Management" belowl "Deactivate a User" on the next pagel "Activate a User" on the next pagel "Reset User Data" on the next pagel "Delete a User" on the next page

Note: In order to license InGenius, the server requires access to the internet tocommunicate with the InGenius registration system. If the InGenius server does not haveaccess to the internet, use the "Manual Licensing" on page 65 method.

Access the User Management

1. Open the "Runtime Administration" on page 87 tool.2. Click on the "Runtime Admin Licensing" on page 90 tab.3. Click on the "User management" on page 90 tab.

Note: The first time a user attempts to connect to InGenius within Salesforce, InGeniusallocates a license to the user if one is available in the pool of licenses. The user informationis added to the user management table.

Manage users and licenses with the following buttons in the user management table.

Deactivate a user

Activate a user

Reset data for a user


Delete a user

Deactivate a User

If a user no longer uses InGenius, their user account can be deactivated. The user's license isreturned to the pool of available licenses. Users who are deactivated will not be able to use theInGenius UI within Salesforce To deactivate a user, select active for that user.

Activate a User

When a user is activated, a license is used from the pool of available licenses. To grant a user accessto InGenius, select Activate for that user.

Reset User Data

Select Reset to clear a user's call dispositions. The user's profile settings remain intact such aspersonalized speed dials, call log templates and screen pop as configured in the call center profiles.

Note: If you need to clear data for all users, select Reset Data for All Users.

Delete a User

When a user is deleted, their license is returned to the pool of available licenses and all the userdata is deleted. If a user's license is deleted, but they are still active in the Salesforce call center, theuser reappears in the user management list when they log into Salesforce.Remove the user from theSalesforce call center first and delete the user account from the User Management page. To deletefrom the application:

Click the Delete button to delete the user from the list.


Manual Licensing

If the server machine can not reach the InGenius Software Inc. registration server, you can manuallyregister the server.

InGenius Server Licensing

To manually license via the InGenius server:

1. Open the InGenius Configuration Tool.2. Navigate to the Licensing tab and select Single-server Licensing or Multi-server Licensing.3. Enter the product license key in the License Key field.4. Select the Manual Licensing... button.5. Copy the text string displayed.6. Navigate to https://manual.ingenius.com.7. Paste the copied text string to the License request field and click Download. Ensure to save

the downloaded license file somewhere you can locate it.8. Click Import License File... and locate the downloaded license file to import it.9. Click the Open button and wait for the "Success" message.

Note: In order to update an InGenius Server License, the InGenius Service must be stopped

Runtime Administration Licensing

To manually license via the Runtime Administration tool:

1. Open the "Runtime Administration" on page 87.2. Select the Licensing tab.3. Select the Summary tab.4. While holding the shift key on your keyboard, click Update License. This will open a Manual

Licensing dialog.5. Enter your license. A text string will appear.6. Copy the text in the box below and go to https://manual.ingenius.com to download the

license file.7. Click Import License File and navigate to the downloaded license file to import it.

Note:When licensing via the Runtime Administration Tool, the registration will use theMulti-server or Single-server type setting that was already set within the Configuration Tool.




CHAPTER 6 Runtime Administration ConfigurationThe Runtime Administration Tool allows an InGenius Administrator to configure the user experienceof the InGenius UI within Salesforce.

l "Overview of Call Center Profiles" belowl "Customize support contact information" on the next pagel "Corporate branding" on the next pagel "Speed Dial Numbers" on page 68l "Configure call logs and templates" on page 68l "Call Results Settings" on page 71l "Search and pop settings" on page 72l "Translations" on page 74l "Per Group Permissions" on page 93

For a full walk-through of the Runtime Administration Tool, refer to "Runtime Administration" on page 87.

Overview of Call Center Profiles

To allow your users to have the InGenius UI within Salesforce, you need to create a call centerprofile which you will import into Salesforce.

Creating multiple call centers is ideal if you would like to have different settings and configurationsfor different user groups. For example, you may want to have one call center for your salesdepartment and one call center for your accounts receivable department with call result fields,comment and subject templates specific to their job function.

Create a Call Center Profile

To create a call center:

1. Start up Runtime Administration tool.2. Click on the "Salesforce Tab" on page 97 tab.3. Click the Create new call center profile button.4. Configure the details you wish in the call center profile:

l "Customize support contact information" on the next pagel "Corporate branding" on the next pagel "Speed Dial Numbers" on page 68l "Configure call logs and templates" on page 68l "Call Results Settings" on page 71


l "Search and pop settings" on page 72l "Translations" on page 74

5. Download the InGenius Salesforce call center definition file (.xml file) of the call center pro-file.

6. Import the call center definition file into the "Salesforce Configuration" on page 29

Customize support contact information

In order for your InGenius users to have easy access to a support contact within your company, youcan configure the support information that appears in the InGenius UI settings.

To configure the support information:

1. Within your Salesforce call center profile settings, click on tab 1. General Info.2. Fill in the name of your designated support person.3. Fill in the phone number of your designated support person.4. Fill in the email of your designated support person.5. Fill in the support URL if applicable.

Corporate branding

By default, the InGenius logo is displayed at the bottom of the InGenius UI. This logo can be brandedwith your corporate logo and link to the company URL.

To change the corporate branding:

1. Within your Salesforce call center profile settings, click on tab 2. Branding.2. To brand with an image:

l Click the Choose file button to select the image to use.l Alternatively, enter the Image URL to your image. Image URL must use the https format.l If required, set the Image height in pixels.

3. To brand with text:l Leave the image parameters blank.l Enter the Title.l Set the Title color.

4. To make the image or title clickable:l Enter the URL.


Speed Dial Numbers

You can configure speed dials1 for your entire organization or allow users to configure their ownspeed dials. The speed dials will appear below the dial bar in the InGenius UI.

Note: These speed dials will appear for all users assigned to this contact center. The usersmay configure their own speed dials within the settings of the InGenius UI.

To Configure a Speed Dial:

1. Within your Salesforce call center profile settings, click on tab 3. Speed Dials.2. Select the speed dial to set.3. Enter the title of the speed dial.4. Enter the number the speed dial will call.5. Select Override user defined template to prevent users from changing the speed dial.

When users first connect to InGenius, they inherit all the Salesforce call center profile settings,including speed dials. Users maintain their own copy of the speed dials in their local data. Overridinga speed dial will do the following:

l Prevent users from changing the speed dial within their local InGenius UI settings.l Pushes the speed dial configuration to the users which overwrites their local data. If the over-

ride is not selected, changing the speed dial within the Runtime Administration tool will notoverwrite users existing data.

Note: Configured speed dials are automatically set to visible. Blank ones are hidden bydefault.

Configure call logs and templates

InGenius allows users to log details about the phone calls they make. These logs can be configuredaccording to settings within the Runtime Administration.

Call log settings

Within your Salesforce call center profile settings, click on tab 4. Call Log Settings.

This section contains a list of check-boxes that allows you to customize settings according to yourcontact center's specific needs. Refer to this table for a description of each option.

1A button which can be pre-configured to dial a number or extension.


Enable call logging Gives InGenius the ability to save call tasks withinSalesforce.

Log internal calls by default Allows call logging for internal calls.

Log attempted outbound calls Allows call logging for attempted outbound calls thatdo not connect or that have invalid numbers.

Only log calls to valid numbers Only valid calls are recorded, invalid numbers are nottracked in the log.

Show Don't Log button Gives users the option to not log a call from within theSalesforce UI.

Show Clear All buttonGives users the option of a “Clear All” button thatcloses all calls in disposition without logging them ifthere are five or more.

Enable call log continuationEnables functionality for working from existing tasks,for example, users will be able to log a call from anactivity record.

Show Relate Current buttonDisplays a Relate Current button which users canselect to associate supported objects to the currentactivity.

Allow deselecting the last relatedrecord

Allows users to deselect all related records in therelated records box.

Call log templates

Standard call log templates can be configured for your entire organization to allow users to quicklyenter information with preset templates. When users first connect to InGenius, the client machinedownloads the Salesforce call center profile settings including the call log templates and the call lognotes. The users maintain a local copy of the templates and call log notes within their local data file.The call log templates appear below the call log notes section in the InGenius UI.

Note: Users may configure their own templates within the settings of the InGenius UserInterface.

To configure a log template:

1. Within your Salesforce call center profile settings, click on tab 5. Templates.2. Select the call log template to configure.3. Enter the Title of the template.4. Enter the Subject of the template.5. Enter any presets for the Comments.6. Select Override user defined template to prevent users from changing the template.7. Select Users cannot edit subject or comments to prevent users from entering information in

the subject or comments fields. This option is only alienable if Override user defined tem-plate is selected.

When users first connect to InGenius, the client machine downloads the Salesforce Call Centerprofile settings including the call log templates. The users maintain a local copy of the template in


their local data file. Locking a call log template from the Runtime Administration, the followingoccurs:

l Prevents the users from changing the template within the InGenius UI Settings.l Pushes the template to the client machines which may overwrite the user's local copy in the

existing data file.

Override and Users cannot edit subject or comments

To prevent users from editing comments (call log notes) and subject, select Override user definedtemplate and Users cannot edit subject or comments. These options will do the following:

l The template is locked and read-only to the user.l The comments (call log notes) and subject are not editable by the user.l The call log template cannot be changed by the user within the InGenius UI settings.l The template configuration is pushed to the user's local machine and overwrites their local

call log template.

You may use the following macros in subject and comments fields. These macros are replaced withthe actual call data at the time the call log is created:

Macro Name Description

%DATE% Date of call log creation.

%TIME% Time of call.

%TrunkNumber%Incoming - the number that was dialed by the remote party.Outgoing - the number identifying the local party (may beblank).

%RemotePartyName% Remote party caller ID name (may be blank).

%RemotePartyNumber% Remote party caller ID number (may be blank).

Note: Configured log templates will be automatically set to visible. Blank ones willautomatically be hidden.

Screen transfer

Screen transfer is a feature that allows agents to transfer cases, caller information, call logs, andnotes to one another. This results in calls that are logged in related records with input from morethan one agent. To initiate this, transfer the call to another agent. The original navigated page willbe available to them right away.

Screen transfer is enabled on the InGenius server by default. When a call is transferred from oneuser to another , the following items are transferred with the call:

l The selected records in the related records list.l The Subject and Comments from the Call Log.l If a Salesforce navigation page is open, the page is transferred and popped on the receiving

screen.


Note: The Call Log may not be passed if the users do not have the privilege to view eachothers' tasks in the Salesforce. Contact your InGenius administrator for more information.

Call Results Settings

These are the dispositions that will populate the Call Result field within the InGenius UI. To configurethe call result settings from the Runtime Admin:

Select a Salesforce call center profile to edit and click on tab 6. Call Results.

The settings available to configure are:


l Show call results when call is active - enable to allow users to select a call result (disposition)while still on a call. If this option is not selected, users must complete the call first beforeselecting a call result (disposition).

l Disable automatic selection of call result - users must manually select a call result (dis-position) at the end of a call. Users will not be able to close the call log until a disposition isselected.

Additional settings available to configure are:

l Mark call log as completed - records the call log activity as completed in Salesforce.

Call Results Groups

Call results (disposition) groups provide a way to group wrap-up codes according to the purpose theyserve. For example, if a call is sales-related a set of sales-related wrap-up codes such as Ready toPurchase or On Product Trial.

Add a Group

1. Click + located beside the General title.2. A new group is generated with six default call result values: None, Call successful, Left voice-

mail, No answer, Number out-of-service, and Follow up required.3. Enter the Group title for the call results group.4. Enter the Title which is visible to the user.5. Enter the value for the group item which is saved in the call log record as the call result.6. If the telephony switch supports wrap-up codes, enter the wrap-up parameter value that

matches the phone switch wrap-up codes to associate with the call result inside of Salesforce.When a wrap-up is selected in telephony wrap-up, the corresponding call result is auto-matically selected . For example, if the call wrap-up Success is selected, the call result canautomatically be set to Call Successful.

7. SetWrap-up parameter key if wrap-up codes are available on your telephony switch. The callresults can be linked in Salesforce to the wrap-up codes supported by the Asterisk switch.

8. SelectMark call log as completed to record the call log activity as completed inside of Sales-force.

Edit a Group Item

1. Select an existing group item to edit.2. Edit the required fields.

Disable Call Results (dispositions)

To disable call results (dispositions), delete all the disposition groups. If the dispositions are disabled,the call logs will automatically close and be saved to Salesforce once the call is completed.

Search and pop settings

CRM configuration is used to add and organize Salesforce objects for searching and screen popsettings. To access CRM configuration:


Within your Salesforce call center profile settings, click on tab 7. CRM Configuration.

Global

Use this section to define the Salesforce object types available to use in the other sections of this tab.Drag and drop the items to move them from Active to Inactive and back or to reorder them. If youhave custom Salesforce objects you wish to associate to call logs, contact InGenius Customer Care tohelp configure.

Pre-fill / Create New

Use this section to define the Salesforce object types available under the New menu the InGeniususers will see. Select the check-boxes for each object i.e. Create and / or Pre-fill.

Search and Screen Pop

Use this section to define which types are searched on Inbound/Outbound calls and what order todisplay the results in. The search results are displayed within the InGenius UI Related Records. If onlyone record is found, Salesforce can screen pop the record.. Drag and drop the items to move themfrom active to Inactive and back or to reorder them.

Note: You must "Configure the Salesforce Softphone Layout" on page 31 in order forSalesforce to be able to screen pop.

Note: It is recommended to use a single-line phone when using Screen Pop. Screen Pop maynot work correctly with multi-line phones.


Auto-complete

Use this section to define which types are searched for and what order to display the results in whena user enters a name in the dial box of the InGenius UI. Drag and drop the items to move them fromactive to Inactive and back or to reorder them.

Translations

A translation allows an administrator to rename elements within the InGenius UI. Various labels,descriptions, and tool tips can be modified and displayed within the InGenius UI. To add a translationfor one of the labels, enter the label name in the Key field, and enter the new translation value forthat label in the Value field.

Once the translation has been added, save the changes in the Runtime Administration tool. Whenthe InGenius UI is rendered, Salesforce will get any string that is defined in the UI translations firstand then retrieves the default strings next. For a list of translation labels, refer to "AvailableInGenius UI Translations " on page 124.

For example: If the Done button text needs to be changed to Save, the following key/valuepair needs to be added to the Translations list:Key: UI_CallLogDoneButtonValue: Save

Per Group Permissions

1. Enable Basic Authentication within the InGenius Configuration Tool.2. Create roles within the InGenius Runtime Admin.3. Create Administrators within the InGenius Runtime Admin.

To be able to add additional administrators, enable Basic Authentication in the InGeniusConfiguration Tool.Refer to Administration authentication for more information onBasicAuthentication.


Administrators are managed with the Runtime Admin | Administrators tab and roles are managedwith Runtime Admin | Admin tab. The super admin can select a combination of access for anadministrator such as "Configuration and Diagnostics" and two call centers. Device permissions /assignments are not accessible to the per call center administrators. The permissions that can begrouped into roles are as follows:

l Configuration and Diagnosticsl User and License Managementl Zone Assignment (if enabled)l Salesforce: Call center profiles

If the call center root is selected, the administrator has access over all the call centers. If one ormore call center is selected from the list, the administrator has permissions to manage those callcenters. Multiple administrators may be assigned to manage one or more call centers. Somescenarios may occur when multiple admins are working on a call center which include:

l If a call center is deleted while an administrator is making changes, they will be able to con-tinue working in the Runtime Admin until the page refreshes.

l If all the call centers that were assigned to an administrator are deleted before they log in,the administrator will not see CRM tab within the Runtime Admin.

l If multiple administrators are concurrently editing the same page, the last Save by an admin-istrator is the persistent one i.e. those changes take effect.

Enable basic authentication within the InGenius Configuration Tool



1. Navigate to the Configuration | General tab.2. In the Runtime Administration Access section, select the Basic Authentication option.


3. Click Change Password to set a master password. The password needs to be a minimum of 10characters.

4. Select Require Authentication for Local Machine Connections if administrators are authen-ticated on the local machine.

Create admin roles within the InGenius Runtime Admin

1. Log into the InGenius Runtime Administration with the admin username and master password.2. Select the Admin Roles tab.3. Click Create Role.4. Enter the Role Name and click Create.5. From the Administrator Role Management window, select the role to add permissions to and




Create administrators within the InGenius Runtime Admin

Additional administrators can be created in the InGenius Runtime Administration when BasicAuthentication is used.







l Edit: Use to modify permissions on the selected Admin account.l Active: Use to suspend or activate the Admin account.l Delete: Use to delete the Admin account.

Configuration Tool

The server is configured using the InGenius Telephony Integration Server Configuration Tool. TheConfiguration Tool is divided into three main sections:

l "Licensing" belowl "Configuration" on the facing pagel "Status" on page 85

Note: If redundancy is enabled, the standby InGenius server has a limited set of InGeniusTelephony Integration Server Configuration Tool and InGenius Runtime Administrationoptions. Changes are made on the active server and synchronized to the standby server.Refer to "Redundant Configuration and Synchronization" on page 36 for more information.

Licensing

License Status

Refers to the current state of licensing on the InGenius server. The License status will either beUnlicensed or Licensed. If the InGenius server is in an Unlicensed state, the administrator mustobtain a license from InGenius.

Current License

Here you can see details of what is currently licensed on the InGenius Server.


Update Licensing

Licenses are updated or renewed from the Runtime Admin | Summary tab by an administrator. Fordetails on the various types of server licensing, please refer to "Server Licensing" on page 43.

Configuration

The configuration tab has the following sections to configure the InGenius server:

l "General" on the next pagel "Dialing and Number Formats" on page 19l "Telephony" on page 80l "Integrations" on page 81l "Loggers and Email Alerts" on page 82l "Configuration Backup" on page 84l "Sync" on page 85


Active Server


General

The General tab displays current server information which was configured during the initial install ofthe InGenius server. There are limited Runtime Administration Access and Server Redundancyconfiguration options available on this tab.

SummaryThe Summary tab displays an overview of the settings selected on the other configuration tabs.

HTTPS Service ConfigurationThe HTTPS Service Configuration fields use the Fully Qualified Domain Name (FQDN) of the server,along with the desired port for HTTP Service traffic.

Security CertificateInGenius requires a certificate for the server to validate the FQDN for HTTPS traffic. Bind or unbindthe server certificate to validate the FQDN for HTTPS traffic on the required port. For moreinformation on setting up a certificate for InGenius refer to Certificate management.

Note: An icon appears on the port if it is blocked. Click on the icon to add a firewall rule.

Runtime Admin AccessSet up the administration authentication with the desired credentials. These credentials are used forauthentication purposes to log into the Runtime Administration Tool once the InGenius server isrunning. Refer to Administration authentication for more information.

Server RedundancySelect Server Redundancy to install a redundant server and configure the FQDN and port.

General Tabl Message Queuing (MSMQ): InGenius server redundancy requires Microsoft Message Queuing

(MSMQ) to be installed and running.l Enable Server Redundancy: This check-box turns on server redundancy for this server.l Redundant Server:

l FQDN: The Fully Qualified Domain Name (FQDN) of the redundant server.l Port: The desired port for HTTP Service traffic.l Ping: Press the ping button to see if this server is able to ping the redundant server.

Advanced Tabl Use recommended queue paths: Let InGenius manage the queue paths. This setting is On by

default.l System command queues and Data synchronization queues: These are the communication

paths for MSMQ. It is recommended to use the default settings.

To learn more about configuring a redundant server and Configuration Tool Synchronization, refer to"Redundant Con-figuration and Synchronization" on page 36.


Telephony

Enable the connection between the phone switch and InGenius. Select an entry to highlight it andbring up the "Phone System Settings: Asterisk" below for the phone system. The available phonesystem(s) is set by the InGenius server "Current License" on page 77.

Extensions

Extensions are additional InGenius server functions that extend the basic operation functions. Theavailable extensions are set by the InGenius server "Current License" on page 77. Commonextensions include:

l Zone Assignment: This extension enables the Runtime Administration "Zones Tab" on page 96.

Phone System Settings: Asterisk

Asterisk Connection Info

l Server: The server name or IP address.l Port: The Asterisk AMI Port.

l Secure Connection: If the Asterisk connection is secure (sslenable=yes in the man-ager.conf on the Asterisk server), check the Secure Connection. The server port mustbe set to the sslbindport in the manager.conf on the Asterisk server. If a secure con-nection is not required, the port needs to be set to the value specified in the general sec-tion of manager.conf.

l Accept All Certificates: To have the server accept all certificates regardless of val-idation errors, select Accept All Certificates. A warning is recorded in the sever log if aninvalid certificate has been accepted.

l Username: As specified inmanager.conf.l Secret: As specified inmanager.conf.l Channel driver: Select SIP or PJSIP.

Testing

Test: Test your connection to the Asterisk server using the Test button. Asterisk connectivity is func-tional if Connected, Logged In, Checked AMI Permissions, and Disconnected all have check marks. Ifa X is present for any of these fields, the Asterisk server connection configuration may not be valid.Review the user configuration data and confirm the Asterisk server AMI settings.

SIP Auto Answer

l Context: This tells the Asterisk auto answer how to auto answer the call. This setting mustmatch the configuration the Asterisk switch as specified in the extensions.conf file.

l Agent Auto Answer: To enable Agent Auto Answer select Enable on the required phone mod-els.

Note: SIP device functionality is dependent on the installed PBX/switch. InGenius requiresconnectivity to the target server/PBX/switch. The user call controls may be limited due tothe SIP configuration.


Integrations

The InGenius Telephony Integration Server Configuration Tool displays integration information aboutthe InGenius server in Salesforce.

Basic Salesforce Configuration Settings

For Salesforce there are no basic configuration settings required.

Advanced Salesforce Configuration Settings

The advanced settings are used for further customization of InGenius in Salesforce. For furtherassistance with these settings, contact Customer Care at [email protected].

Generate Setup Files

Use this button to generate the configuration file for the Salesforce. The file is downloaded to thefolder selected.

Display & Search

Set the display and search profile that InGenius will use with Salesforce. For more information ondisplay and search profiles, see "Display and Search" on page 56.

Reset To Defaults

An integration can be reset to the factory defaults.

Device Assignment

The Device Assignment feature permits the InGenius administrator to assign a specific set ofdevices to a user. The user is limited to a defined subset of available devices. If the DeviceAssignment is enabled, a Device Assignment button is available within the Runtime Administrationunder the "Salesforce Tab" on page 97 tab.

To enable Device Assignment:

1. Open the InGenius Configuration Tool.2. Navigate to the Configuration | Integrations tab.3. Click Advanced.4. Enter the following text:

<Configuration><DeviceManagement>ASSIGNMENT</DeviceManagement><DeviceManagementAssignementPermitFallThroughToLoginForm>false </DeviceMan-agementAssignementPermitFallThroughToLoginForm></Configuration>

l False: The device assignment is absolute (i.e. all users are restricted to the assignmentlist only, if the user does not have an assignment list, they can not log in the devices).


l True: The device assignment is optional (i.e., the user that does not have assignmentcan log into any device, but a user that has an assignment is restricted to the devices lis-ted).

5. Click Save.

Device Permissions

The device permissions feature permits the InGenius administrator to assign a specific set of users toa device for a specific contact center. The device will only accept connections from users that havepermission to connect to it. When Device Permissions are enabled, a Device Permissions tab isavailable within the Runtime Administration under the "Salesforce Tab" on page 97 tab.

DeviceManagementPermissionKeyMonitorParameter is the main connection parameter usedwhen connecting to a device.

To enable Device Permissions:

1. Open the InGeniusConfiguration Tool.2. Navigate to the Configuration | Integrations tab.3. Click Advanced.4. Enter the following text:

<Configuration><DeviceManagement>PERMISSION</DeviceManagement><DeviceManagementPermissionKeyMonitorParameter>3b70124b32b940cd9741ddd1043c9af8_PRIMARY_LINE_NUMBER</DeviceManagementPermissionKeyMonitorParameter></Configuration>

5. Click Save.

Maintenance

At the bottom of the Configuration Tool general tab are a number of maintenance functions for theInGenius server.

Loggers and Email Alerts

The InGenius server automatically creates diagnostic logs via "Send Diagnostic Data to InGenius" onpage 86. However, sometimes you may wish to have the server create specific logs, or send youemail alerts based on the server's status.

Add Add a new logger.

Edit Edit selected logger.

Delete Selected Delete selected logger.

Select the loggers you wish to activate. For more information on diagnostic logs see "Status" onpage 85.

Log or Email Alert Configuration

To generate logs or email alerts, select Log to File or Email Alert.


Log to File Options

l Log files directory: Directory where the files will be written.l Maximum number of log files: The number of files that will be written before overwriting.l File name prefix: Prefix for the logs so they can stand out in the directory.l Filter: The amount of detail put into the log. "Level(Critical)" will just log critical errors,

whereas "Level(Debug)" will log everything.l Use Trigger: If checked, the logs will be written when the trigger occurs. Otherwise, the logs

will always be written.l Trigger:Write to the log when the trigger occurs.l Lines of context: The number of lines to log around the trigger.

l Pre-trigger: The number of lines before the trigger line.l Post-trigger: The number of lines after the trigger line.

l Filter: The amount of detail put into the log.

Email Options

l Email (SMTP) Host: The host mail server to use for sending the email alert.l Email (SMTP) Port: The host mail server port to use for sending the email alert.l Secure (SSL/TLS): Check if using an HTTPS SSL/TLS configured mail server.l Email username: The Izanami to access the mail server.l Password: The password to access the mail server.l To: The email address to send the email to.l CC: The secondary email address to send the email to.l From: The email address to send the email from.l Subject: The text that appears in subject of the email alert.l Body: The text to appear in body of the email alert.l Send Test Email: Send a test email based on the email settings.l Trigger: Send an email alert when a trigger condition occurs. There are two triggers available:

l Level(Critical): This trigger will send an email alert when a critical error occurs.l Remote server unresponsive: This trigger works for server redundancy. This trigger

will send an email alert when this server unexpectedly loses contact with the otherserver. The other server may be down, or communication between the servers has beenlost.

l License will expire on: The InGenius server will often check the expiry status of itslicense. This trigger will send an email alert when the server logs messages about theexpiry date becoming imminent:

l 30 and 15 days before expiration: Info message sentl 6-7 days before expiration: Info message sent


l 4-5 days before expiration: Warning message sentl 0-3 days before expiration: Critical warning message sent

l Lines of context: The number of lines to log around the trigger.l Pre-trigger: The number of lines before the trigger line.l Post-trigger: The number of lines after the trigger line.

l Filter: The amount of detail put into the email.

To filter on a specific text string, you can use a Message() filter. The Message() filter takes a'/' enclosed regular expression (like JavaScript regular expressions) that is applied to the bodyof a log entry. For example: Message(/.*will expire on.*/)

Configuration Backup

The InGenius server can be set to back up its configuration. For details on how to configure backups,refer to "Manage Server Backups" on page 59.

Schedule Daily Backup

Destination Folder: Directory where you wish the files to be written to. For network location, useUNC path instead of mapped drive.

Start time: Time to backup the configuration file. Ideally pick a time when the InGenius server willbe least active.

Run task as: If backing up to a network drive, your network may require a domain server user(preferably whose password doesn't change) with sufficient permissions to read from theconfiguration directory and write to the target directory.

Username: Username of the domain server user (Domain\Login).

Password: Password of the domain server user.

Backup Configuration Now: Press this button to backup the configuration immediately.

Schedule Backup: Press this button to turn on the scheduled backup.

Remove Scheduled: Press this button to turn off the scheduled backup.

Restore from Backup

Backup File: This is the backup file you wish to restore to the InGenius server.

Restore Configuration: Click this button to overwrite the current configuration file with the onefrom backup.

Note: To restore a backup configuration, you must first stop the InGenius service on the"Status" on the next page tab.


Sync

The configuration settings are synced between the Active and Standby servers automatically.For animmediate sync between servers, open the InGenius Configuration Tool | Configuration tab andselect Sync. The Sync is not available (grayed out) if no changes need to be updated.

If you have configured a redundant standby server in the Configuration Tool then the Sync buttonwill allow you to copy the configuration from this active server over to the standby InGenius Server.

The Sync button is available when there are any changes to the configuration since the last time theconfiguration was synchronized. You will also be asked if you wish to synchronize the configurationwhen you press the Save button in the Configuration Tool.

The Configuration Tool synchronizes all the Configuration Tool settings including:

l Dialing and Number Formattingl Telephonyl Integrations

The Configuration Tool leaves server specific settings alone on both servers. Such settings include:

l Licensingl General - Server Settingsl Loggers and Email Alertsl Configuration Backup

Note: In order to successfully copy the configuration from the active server to the standbyserver, the standby server's InGenius Service must be started, and the standby server'sConfiguration Tool must be off.


To learn more about configuring a redundant server and Configuration Tool Synchronization, refer to "Redundant Con-figuration and Synchronization" on page 36.

Status

The InGenius Delphinium Integration Server Configuration Tool Status tab allows an administratorto:

l Locate where log files are locatedl Access the InGenius Runtime Administrationl Determine the operational state of the InGenius serverl Manage the InGenius service

l Start Service: Press this button to start the InGenius service


Note: If the configuration has changed, you must press Save on the "Configuration" onpage 78 tab before the Start Service button will be available.

l Stop Service: Press this button to stop the InGenius service.l Logging window: High level logs of the InGenius service are displayed here.l Log files location: Path to the directory where the log files are being saved. Press the button

to the right to open the log directory in Windows Explorer.l Runtime Admin URL: The path to the URL of the "Runtime Administration" on the next page.

Press the button to the right to open the URL in your default web browser.

Note: To access the Runtime Administration URL, the InGenius service must be running.

Note: If the telephony platform is going to be stopped, cycled, or have maintenance thatrequires a reset, InGenius must be stopped before the maintenance is performed and onlyre-started once the telephony system is back online.

Send Diagnostic Data to InGenius

Pressing the Send Diagnostic Data button will allow you to submit logs, configuration data, etc.directly to InGenius Customer Care.

InGenius Server Name: Name of the InGenius server; usually populated by the Configuration Tool.

Site Name: Domain running the InGenius server; usually populated by the Configuration Tool.

InGenius Administrator Name: Enter the name of the person in your organization who is theadministrator of the InGenius server.

InGenius Administrator Email: Enter the email of the person in your organization who is theadministrator of the InGenius server.

Reason: Enter a reason for why you are submitting logs either by entering your own, or by selectingfrom the drop-down list:

l Post Installation Data Collection: Once installed for the first time, select this reason code andsend in diagnostic data as a way to back up settings. Also assists InGenius Customer Careshould there be a future need.

l Configuration Change: If you made configuration settings changes, select this reason codeand send in diagnostic data as a way to back up settings. Also assists InGenius Customer Careshould there be a future need.

l New Customization: If customizations were made, with the help of InGenius Customer Care,select this reason code and send in diagnostic data as a way to back up settings.

l Customization Modification: If customizations were changed ,with the help of InGenius Cus-tomer Care, select this reason code and send in diagnostic data as a way to back up settings.

l Request for InGenius Modification: If you wish to request InGenius Customer Care assistancewith making changes, select this reason code and send in diagnostic data as to help diagnosethe changes required.

l Problem Report: If you wish to request InGenius Customer Care assistance with a problem,select this reason code and send in diagnostic data as to help diagnose the problem.


l Request from InGenius Support: If InGenius Customer Care requests logs from you, selectthis reason code and send in diagnostic data.

Comment: Enter details you wish about the logs being submitted.

End user browser / operating systems: List off the various browsers and operating system(s) yourend users most use. This helps InGenius Customer Care analyze the logs.

Send options: Choose the log types you wish to submit.

From / To: Choose the start and end dates of the logs you wish to submit.

Maximum: Choose the maximum size of the logs you wish to submit.

Send / Save to desktop: Choose whether to submit the logs to InGenius Customer Care or zip andsave them to the server's desktop.

Send: Press the Send button to submit the logs.

Runtime Administration

The InGenius Runtime Administration allows an InGenius administrator to configure the userexperience of the InGenius UI within Salesforce. InGenius Runtime Administration is available onceInGenius server is configured and operational (see "Configuration Tool" on page 77).

The administrator can access the InGenius Runtime Administration from InGenius TelephonyIntegration ServerConfiguration Tool | Status tab or by manually entering the URL https://[YourServerURL]/admin into a browser window.

l "General" on the facing pagel "Runtime Admin Licensing" on page 90l "Administrators" on page 51l "Administrator Roles" on page 50l "Per Group Permissions" on page 93l "Zones Tab" on page 96l "Salesforce Tab" on page 97l "Synchronization" on page 105

Note: The administrator's role and permissions to the InGenius Runtime Administration isdetermined by the InGenius server's "Administration Authentication" on page 48configuration.



Note: If the InGenius service is not running the InGenius Runtime Administration featureswill not be available to the administrator. The Runtime Admin URL will not respond becausethe service is stopped and only become available when the service starts again.

General

Redundancy

This section is only available if you have redundancy licensed and configured. For details aboutconfiguring redundancy, refer to the "Redundant Configuration and Synchronization" on page 36section. Related information of each server is displayed including the server names, number ofconnected users, connection time between the redundant pair and which server is Active orStandby.

l Re-test: Select this option to re-test the connection between servers.l Make Active / Standby server: Switch which server is currently Active versus Standby. When

you click the button, a drop-down will appear and you can select when the switch is to bedone:

l Now: All users are immediately migrated over to the new Active server.l Delayed (between 5 minutes and 8 hours):

l All idle users will immediately be migrated over to the new Active server.l Users connected to the InGenius server are warned about the impending change.

Users are migrated to the new Active server once they have completed their callor the delayed time expires. All users are migrated over to the new active serverwithin the set time.



Diagnostics

If there are problems with the InGenius server, diagnostic information can be sent to the CustomerCare at [email protected].

l Logging Level: If diagnostic information is required by Customer Care team, debug loggingcan be enabled to obtain more detailed information from your InGenius server connection.The user that changed the logging level and associated information such as the time and typeof logging level, is recorded in the data file.

l Off: No related call log information is recorded in the data file.

l Restricted: Records a subset of informational messages from the server, client andtelephony systems.

l Debug: This is the default setting and records all informational messages from theserver, client and telephony systems. This setting is also known as verbose.

l Send Diagnostic Data: Opens a menu to send logs to InGenius Customer Care.l InGenius Server Name: Name of the InGenius server; usually populated by the Con-

figuration Tool.

l Site Name: Domain running the InGenius server; usually populated by the ConfigurationTool.

l InGenius Administrator Name: Enter the name of the person in your organization whois the administrator of the InGenius server.

l InGenius Administrator Email: Put in the email of the person in your organization whois the administrator of the InGenius server.

l Reason: Enter a reason for why you are submitting logs either by entering your own, orby selecting from the drop-down list:

l Post Installation Data Collection: Once installed for the first time, select thisreason code and send in diagnostic data as a way to back up settings. Also assistsInGenius Customer Care should there be a future need.

l Configuration Change: If you made configuration settings changes, select thisreason code and send in diagnostic data as a way to back up settings. Also assistsInGenius Customer Care should there be a future need.


l New Customization: If customizations were made, with the help of InGenius Cus-tomer Care, select this reason code and send in diagnostic data as a way to backup settings.

l Customization Modification: If customizations were changed ,with the help ofInGenius Customer Care, select this reason code and send in diagnostic data as away to back up settings.

l Request for InGenius Modification: If you wish to request InGenius CustomerCare assistance with making changes, select this reason code and send in dia-gnostic data as to help diagnose the changes required.

l Problem Report: If you wish to request InGenius Customer Care assistance with aproblem, select this reason code and send in diagnostic data as to help diagnosethe problem.

l Request from InGenius Support: If InGenius Customer Care requests logs fromyou, select this reason code and send in diagnostic data.

l Comment: Enter details you wish about the logs being submitted.

l End user browser / operating systems: List off the various browsers and operatingsystem(s) your end users most use. This helps InGenius Customer Care analyze the logs.

l Send options: Choose the log types you wish to submit.

l From / To: Choose the start and end dates of the logs you wish to submit.

l Maximum: Choose the maximum size of the logs you wish to submit.

l Send Logs to InGenius:This button will zip the logs up and submit them to InGeniusCustomer Care.

Server Configuration

The server configuration section gives details on what the InGenius Server is running.

Runtime Admin Licensing

Select the Users tab in the Runtime Admin to access the Licensing Summary:

l Check for License Updates: If additional licenses are purchased after the original install orextended expiry date, InGenius adds the changes to the InGenius server license. Click on Checkfor License Updates to see the updated changes.

l License Update: In special circumstances you may receive an additional license key toincrease your license capacity. If this is the case, insert the license key into the New LicenseKey field and click Update License.

User management

From the User Management tab you will be able to see the Total user licenses: across all servers.The Available: indicates the number of licenses which are available to be assigned to users. TheReserved: indicates how many licenses have been allocated to current users.


Note: The first time a user attempts to connect to InGenius within Salesforce, InGenius willverify if a license is available, register the information in the database and assign a licenseto the user automatically. The administrator does not manually need to assign the userlicense.

Details and status of users on the active and redundant server(s) can be viewed.

l Server: This will show which InGenius server the user is connected to.l Organization: This will show which CRM organization the user is connected to.l Name: This will show the user's name within the CRM.l Status: Displays the status of the user. In other words, you will be able to see if they are cur-

rently logged into InGenius:

Indicates that the user is not connected

Indicates that the user is logged into Salesforcewith InGenius enabled but is not connected toInGenius

Indicates that the user is connected to InGenius

l CRM Login: Displays the last time when the user last logged into Salesforce.l Device Login: Displays the last time when the user last logged into the phone device through

InGenius.l Profile: Displays the call center that the user is a member of within Salesforce at the time

they last logged in.l Agent: Displays the agent type of the user when logged in.l State: Displays the current state of the user’s device.l Lines: Displays the lines of the device the user is connected to.l Dispositions: Displays the number of calls that the user has not saved to Salesforce.


ResetClear dispositions and settings for a specified user whichinclude personalized speed dials, call log templates andscreen pop behavior. A Reset can restore the InGenius cli-ent's performance to a normal level.

ActiveDeactivate a specified user and return their license to thepool of available licenses. For users who no longer use theapplication a deactivation is recommended. The deac-tivated user's license can be assigned to a new user.

DeactivatedIndicates that the user is deactivated and not licensed.Click to activate the user which uses a license from thepool of available licenses. Deactivated users will not beable to use the InGenius UI within Salesforce.

DeleteRemove the specified user from the list. The user's dis-positions and settings are removed from the list and thedeleted user's license is returned to the pool of availablelicenses.

Note: The user license is persistent and remains with the user until deactivation. Ifcommunication fails with the InGenius server for more than 5 hours, the user sessionterminates. If communication is restored with the InGenius server, the user session restartsand the user is able to connect before the license is verified.

l Activate All Users: All the users in the list are activated.l Reset Data for All Users: All the users' personal settings are reset to the default settings as

defined by their call center profile. Any calls not set with a disposition (call result) or notwrapped up are discarded.

l Advanced View: This view is used a support tool for troubleshooting purposes and to con-figure the removal of users after a period of inactivity.

Any administrator with the Users permissions can remove users from the InGenius database toreturn the licenses to the available pool. Licenses are only used by active users. The default setting isNever and the time periods are not customizable. The default time periods that can be set are asfollows:

l Neverl Two weeksl Four weeksl Twelve weeksl Twenty-four weeksl Fifty-two weeks

Note: To remove a user permanently, delete the user account from the Salesforce callcenter first and then via the User Management page.


User management with redundancy

If Redundancy is enabled, the number of users currently connected to each server is shown theredundancy display. If the servers switch their extendability status, the users' licenses and data willbe moved automatically to the new active server.

Multi-server license assignment

The Multi-Server License Assignment tab displays the total user licenses across all servers using themulti-server license. Other information displayed includes details of users on all servers licensed onthe database.

Note: This tab is visible if a multi-server license is installed. Refer to "Multi-ServerLicensing" on page 44 for more information.

l Server: This will show which InGenius server the user is connected to.l Organization: This will show which CRM organization the user is connected to.l Name: This will show the user's name within the Salesforce.l Active: If users are no longer using the application, select the Active button to deactivate

those user and return their licenses to the pool of available licenses.

l Reset Data for All Users: By clicking this button, you return all their personal settings back tothe default settings set by their call center profile. It will also clear out any calls that had notbeen wrapped up.

l Activate All Users: This will allow you easily activate all the users in the list.l Advanced View: This is a support tool and used for troubleshooting if necessary.

Per Group Permissions

1. Enable Basic Authentication within the InGenius Configuration Tool.2. Create roles within the InGenius Runtime Admin.3. Create Administrators within the InGenius Runtime Admin.

To be able to add additional administrators, enable Basic Authentication in the InGeniusConfiguration Tool.Refer to Administration authentication for more information onBasicAuthentication.

Administrators are managed with the Runtime Admin | Administrators tab and roles are managedwith Runtime Admin | Admin tab. The super admin can select a combination of access for anadministrator such as "Configuration and Diagnostics" and two call centers. Device permissions /assignments are not accessible to the per call center administrators. The permissions that can begrouped into roles are as follows:

l Configuration and Diagnosticsl User and License Managementl Zone Assignment (if enabled)l Salesforce: Call center profiles


If the call center root is selected, the administrator has access over all the call centers. If one ormore call center is selected from the list, the administrator has permissions to manage those callcenters. Multiple administrators may be assigned to manage one or more call centers. Somescenarios may occur when multiple admins are working on a call center which include:

l If a call center is deleted while an administrator is making changes, they will be able to con-tinue working in the Runtime Admin until the page refreshes.

l If all the call centers that were assigned to an administrator are deleted before they log in,the administrator will not see CRM tab within the Runtime Admin.

l If multiple administrators are concurrently editing the same page, the last Save by an admin-istrator is the persistent one i.e. those changes take effect.

Enable basic authentication within the InGenius Configuration Tool



1. Navigate to the Configuration | General tab.2. In the Runtime Administration Access section, select the Basic Authentication option.3. Click Change Password to set a master password. The password needs to be a minimum of 10

characters.4. Select Require Authentication for Local Machine Connections if administrators are authen-

ticated on the local machine.

Create admin roles within the InGenius Runtime Admin

1. Log into the InGenius Runtime Administration with the admin username and master password.2. Select the Admin Roles tab.3. Click Create Role.


4. Enter the Role Name and click Create.5. From the Administrator Role Management window, select the role to add permissions to and




Create administrators within the InGenius Runtime Admin

Additional administrators can be created in the InGenius Runtime Administration when BasicAuthentication is used.






l Edit: Use to modify permissions on the selected Admin account.l Active: Use to suspend or activate the Admin account.


l Delete: Use to delete the Admin account.

Zones Tab

Zones are used to help group and configure your dialing rules for local and long distance dialing forvarious locations and various devices. This is extremely helpful to organizations that have their PBXin one Country/Area Code with gateways and trunks in other Countries/Area Codes. A new zoneassignment can be created for a new geographic location or office.


l Zone Configurationl Zone Assignment Statusl Test Device Assignmentl Assign Devices to Zonesl Bulk Import Zone Assignments

Zone Configuration

There are three steps to configuring user's devices to use specific InGenius zones. The first two arewithin the Configuration Tooland the third step is within the Runtime Admin:

1. Define and create multiple "Dial and Number Formats" on page 13 within the Configuration Tool.By default, one primary zone is defined.2. Select Zone Assignment in the Configuration Tool "Telephony" on page 80 tab.3. The Zone Assignment tab appears in the Runtime Administration Tool when Zone Assignment isenabled in the Configuration Tool.

Zone Assignment Status

The status region tells you whether or not all known devices are assigned to a particular zone. If adevice is not assigned to a specific zone, it will use the primary zone as default.

Test Device Assignment

The status region allows you to enter a device and see what zone it's assigned to.

Assign Devices to Zones

You can assign devices to zones by adding rules here for the respective zones.

l Filter: Allows you to filter through multiple zones.

Each zone will be in the list with the devices in the zone listed beside it. To change the devices in thezone:

1. Press the edit button beside the zone.2. Enter one number or range per line; e.g.:

134555134568


136000-1369993. Select Save.

Bulk Import Zone Assignments

If there are a large number of zone assignments to allocate, create and upload a CSV file with thebulk import zone assignments function. The format of the CSV file must contain no spaces. Theextension numbers can be expressed explicitly or with a range. If multiple unique numbers arelisted, all the numbers must be separated with a comma and enclosed in quotes. When a range ofnumbers are listed, the start and end numbers are separated with a hyphen. No quotes are requiredaround the range.

An example of a CSV file:

Zone1Name,Zone2Name,Primary Zone"1000,4000",1220,2000-3000

The zone assignments map to the following extension numbers:

l Zone1Name contains the extensions 1000 and 4000l Zone2Name contains the extension 1220l Primary Zone contains the range of extensions from 2000 and 3000 (inclusive)

Salesforce Tab

To allow your users to have the InGenius UI within Salesforce, you need to create a call centerprofile which you will import into Salesforce.

Creating multiple call centers is ideal if you would like to have different settings and configurationsfor different user groups. For example, you may want to have one call center for your salesdepartment and one call center for your accounts receivable department with call result fields,comment and subject templates specific to their job function.


Call Center Profiles

The InGenius call center profile is what defines the various features and functions of InGenius insideof Salesforce. The call center profiles tab will outline the various features of a call center profile andhow they can be programmed. You can then download the call center profile to import intoSalesforce.

l Manage Call Center Profiles: This table lists all the Salesforce call center profiles currentlyavailable. When InGenius is first configured, there is a Default call center profile already cre-ated to help you get started. To edit the Default call center profile and define settings specificto your instance, click Edit.

l Create new Call Center Profile: Click to create a new call center profile.


Edit an existing call center profile. For instructions on editing a call center profile, referto "Create a Call Center Profile" on page 66 and "1. General Info" on page 100

Clone a new call center profile that is a duplicate of an existing profile.

Download the InGenius Salesforce call center definition file (.xml file) of the call centerprofile to import into the Salesforce instance. For more information refer to "SalesforceConfiguration" on page 29.

Delete an existing call center profile. If you delete a call center profile which has usersin that profile, those users will now get default profile settings.

Note:When creating a new call center using the Create new Call Center Profile button,customizations made to previous call centers are not carried over. To create a new profilethat preserves customizations made to other call center profiles, use the Clone buttoninstead.

Device Assignment

The device assignment feature permits the InGenius administrator to assign a specific set of devicesto a user for a specific call center. The user is limited to a defined subset of available devices andcan not manually connect to a device outside of the list.

To enable the device assignment feature, refer to "Device Assignment" on page 81.

Add a New Device Assignment

To add a new device assignment:

1. Click Add New Assignment.2. Enter the configuration details:

l CRM username: the Salesforce username used to login into Salesforce.l Device profile: can be any alphanumeric entry. This value is displayed in the InGenius

UI.l Extension: extension of the device.

3. Complete and click either the Validate & Create or the Create button. The Validate & Createbutton will create the profile and validate that the extension exists and is active. The Createbutton just creates the profile.

Bulk Import Device Assignment

To bulk import device assignment:


1. Click Download Import Template to download the template.2. Open the template in Excel.3. Once the template is populated, click Browse.4. Locate the appropriate populated template.5. Click Open. This will upload the data from the template.

Device Permissions

The device permissions feature permits the InGenius administrator to assign a specific set of users toa device for a specific Contact Center. The device will only accept connections from users who havepermission to connect to it.

To enable the device permissions feature, refer to "Device Permissions" on page 82.

Add a New Device Permission

To add a new Device Permission:

1. Click Add New Device.2. In the pop up that appears, enter the details including:

l Extension: extension of the device.

3. Complete and click the Create button.4. Next to the device, click Add User.5. In the pop up that appears, enter the details including:

l Username: name of the CRM user whom you want to allow access to this device.

6. Click Add.

Bulk Import Device Permissions

To bulk import device permissions:

1. Click Download Import Template to download the template.2. Open the template in Excel.3. Once the template is populated, click Browse.4. Locate the populated template.5. Click Open to upload the data from the template.

Call center profile configurationThe call center profile configuration is divided across a series of tabs. For instructions on editing acall center profile, refer to "Create a Call Center Profile" on page 66. If the InGenius configurationrequires changes, log into the InGeniusRuntime AdministrationSalesforce page and make yourchanges. The .xml file does not need to be downloaded and re-installed. Changes can be madewithout a server restart. Click Save to apply and push the updates to the respective users.


1. General Infol Call center profile title: This is the display name that will appear in the call center profile list

within the Runtime Administration Tool and the Salesforce.

General Information

l Help Link URL (optional): Enter a help URL to which users will be redirected when clicking onthe help button in the InGenius UI. This setting will override the standard InGenius help link(i.e., the link to the user's guide).

Support Information

You can add contact details for your organization's support team in the UI settings. Thisinformation appears in the InGenius application under Settings > Support to assist users withsupport queries. Support information includes:

l Support person namel Support phone numberl Support e-maill Support URL

2. BrandingThe bottom area of InGenius UI can be branded with your company logo and link to your company’sURL.

l Image: Upload the image you'd like to use or enter the image URL (Image URL must be https).l Title: If text is required instead of an image, remove the image URL and enter a title.l Title Color: Enter the Hex code of the color for the title.l Goes to URL: Enter your company’s URL if you would like to link your image or title to an URL.

3. Speed DialsYou can configure speed dials for your entire organization or allow users to configure their ownspeed dials.

l Speed Dials: To configure speed dials select one of the speed dial dots and enter the Title andthe Number to associate with the dot. To clear speed dials, erase the title and number fields.

l Override user defined template: End users cannot change the speed dial.l Hide Speed Dial Button From Users: Check if you wish to disable and hide speed dials. Users

will not be able to see or program the speed dials.

When users first connect to InGenius, they inherit all the Salesforce call center profile settings,including speed dials. Users maintain their own copy of the speed dials in their local data. Overridinga speed dial will do the following:

l Prevent users from changing the speed dial within their local InGenius UI settings.


l Pushes the speed dial configuration to the users which overwrites their local data. If the over-ride is not selected, changing the speed dial within the Runtime Administration tool will notoverwrite users existing data.

Note: Configured speed dials are visible and blank speed dials are automatically hidden.

4. Call Log SettingsThe Call Log Settings are configured to customize how calls are logged by the users. By default, onlyEnable call logging is turned on.

l Enable call logging: InGenius saves the call tasks within Salesforce.l Log internal calls by default: All internal calls are logged.l Log attempted outbound calls: Check to allow call logging for attempted outbound calls that

either did not connect or had attempted with an invalid number.l Only log calls to valid numbers: Only valid numbers are logged.

l Show Don't Log button: Allows the user to not log a call.l Show Clear All button: Allows users the option of a Clear All button to close all calls in dis-

position without logging them if they have 5 or more.l Enable existing call log continuation: Enables users to log calls from existing tasks, e.g. allow

users to log calls from activity records.l Show Relate Current button: Allows users to use the Relate Current button from within the

InGenius UI.l Allow deselecting the last related record: Users can deselect the last related record and

choose another record to relate. If there are no selected records attached to the call log, thecall log will only be accessible in call reports.

Screen transferScreen transfer is enabled on the InGenius server by default. When a call is transferred from oneuser to another , the following items are transferred with the call:

l The selected records in the related records list.l The Subject and Comments from the Call Log.l If a Salesforce navigation page is open, the page is transferred and popped on the receiving

screen.

Note: The Call Log may not be passed if the users do not have the privilege to view eachothers' tasks in the Salesforce. Contact your InGenius administrator for more information.

5. Call Log TemplatesThe templates can be standardized for an organization and locked to prevent users from modifyingthe content. All the templates (1-10) can be configured on a per template basis with the RuntimeAdministration. When users first connect to InGenius, the client machine downloads the Salesforcecall centerprofile settings including the call log templates. The users maintain a local copy of thetemplate in their local data file.

By default, the call log template and call log notes are not locked and are configurable by the user.To configure call log templates, select one of the template dots and enter the Title, Subject and


Comments fields. This information appears to the user every time the specified template is used.The options available with each template are:

l Override user defined template: A lock symbol overlays the template dot and users cannotchange the call log template. To reset the call log template after an override is set, erase thetitle and subject entries.

l Users cannot edit subjects or comments: Subject title and comments (call log notes) areread-only. Users can read information but not modify the template structure or add to the calllog notes within the InGenius UI.

l Hide Template From Users: Click to disable and hide the template from the user's InGeniusUI.

Template MacrosEnter the title, subject, and comments to be associated with the selected template dot. To enter amacro into the subject or comment, select the required macros to place in the text fields.

You may use the following macros in subject and comments fields. These macros are replaced withthe actual call data at the time the call log is created:

Macro Name Description

%DATE% Date of call log creation.

%TIME% Time of call.

%TrunkNumber%Incoming - the number that was dialed by the remote party.Outgoing - the number identifying the local party (may beblank).

%RemotePartyName% Remote party caller ID name (may be blank).

%RemotePartyNumber% Remote party caller ID number (may be blank).


6. Call ResultsCall results populate the Call Result field within your call log record in Salesforce and can beautomatically selected if set up to match the telephony wrap-up codes set on the InGenius server.

l Show call results when call is active - enable to allow users to select a call result (disposition)while still on a call. If this option is not selected, users must complete the call first beforeselecting a call result (disposition).

l Disable automatic selection of call result- users must manually select a call result (dis-position) at the end of a call. Users will not be able to close the call log until a disposition isselected.

Call result (disposition) groups provide a way to group wrap-up codes according to the purpose theyserve. there is one group called General with six call result values: None, Call successful, Left voice-mail, No answer, Number out-of-service and Follow-up required. For example, if a call is sales-related a set of sales-related wrap-up codes such as Ready to Purchase or On Product Trial.

l Add a group: Click on the + beside General and fill in the appropriate fields. To add a callresult value click on the + beside one of the values and fill in the appropriate fields. To deletegroups or fields click X.

l Wrap-up parameter value: The wrap-up value on the phone switch that is to be associatewith the call result in Salesforce. When this wrap-up code is selected from the telephonyconfiguration, the corresponding call result is automatically selected within InGenius. Forexample, if a call wrap-up Success is selected, the mapped call result Call Successful.

l Mark call log as completed: Mark the call log activity record as completed inside ofSalesforce.

l Wrap-up parameter key: Allows you to link the call results in Salesforce to the wrap-up codessupported by your telephone switch. This is only necessary if you have wrap-up codes on yourtelephony switch.

Note: To disable call dispositions, delete all disposition groups. InGenius displays a messageindicating that dispositions are disable. Call logs automatically close and are saved toSalesforce once the call completes.

7. CRM ConfigurationSalesforce objects can be added and organized on the Call Actions | New menu that a user sees.The configurable features include the following:

l global display order of objectsl define which objects use the pre-fill / create functionsl search criteria used by InGeniusl auto-complete objects

l Global: This section defines the Salesforce object types available to use in the other sections ofthis property sheet. Drag and drop the objects to move them from the “active” to “Inactive”list or to reorder them. The "active" list sets the default order of how the objects are displayedin the following sections.

l Create New / Pre-fill: This section defines the Salesforce object types available in the InGeniusUI on the Call Actions | New menu. The "Pre-fill" function propagates information from apopped record into the object. The "Create New" function pre-fills, saves and opens the Caseobject in edit mode. The display order of this list is set by the Global "active" list.


l Search: This section defines which Salesforce object types are searched for on inbound andoutbound calls. The results are on the InGenius UI under the Related Records. The order ofthe objects displayed is defined by the Search "active" list. Drag and drop the objects withinthe "active" list to reorder them (overrides the Global list order).

l Auto Complete: This section defines which Salesforce object types are searched for whenAuto Complete functionality is used. The results are displayed in the order defined by theAuto Complete "active" list. Drag and drop the objects within the "active" list to reorder them(overrides the Global list order).

Note: For custom Salesforce objects that are required to be associated to call logs, contactInGenius Customer Care for more information.

Note: "Configure the Salesforce Softphone Layout" on page 31 in order for Salesforce to beable to screen pop.

8. TranslationsA translation allows an administrator to rename elements within the InGenius UI. Various labels,descriptions, and tool tips can be modified and displayed within the InGenius UI. To add a translationfor one of the labels, enter the label name in the Key field, and enter the new translation value forthat label in the Value field.

Once the translation has been added, save the changes in the Runtime Administration tool. Whenthe InGenius UI is rendered, Salesforce will get any string that is defined in the UI translations firstand then retrieves the default strings next. For a list of translation labels, refer to "AvailableInGenius UI Translations " on page 124.

For example: If the Done button text needs to be changed to Save, the following key/valuepair needs to be added to the Translations list:Key: UI_CallLogDoneButtonValue: Save

The InGenius Service presence integration applies only to telephony systems with agentfunctionality.

As Asterisk does not have agent functionality, the only thing to do on this tab is to make sure “EnableService Presence integration in the Console UI” is unchecked.


Synchronization

If you have a Redundant Server configured within the InGenius Configuration Tool, settings willautomatically synchronize between the active and standby servers.

To learn more about configuring a server and Configuration Tool Synchronization, refer to "Redundant Configuration andSynchronization" on page 36 and "Sync" on page 85.

The Runtime Administration on your active InGenius server performs an automatic sync of the data.Once you have completed any configuration changes within the Runtime Administration, all the datais queued and sent to the redundant servers. The Runtime Administration synchronizes the followingsettings:

l Administrator Rolesl Administratorsl Device Assignments (if applicable)l Zone Assignments (if applicable)l Call Center Profiles

Note: To copy the Runtime Administration settings to a standby InGenius Server, theInGenius Service must be configured on the standby InGenius Server.


CHAPTER 7 Troubleshooting

InGenius Server

"Send Diagnostic Data and Logs to InGenius Customer Care" on page 108

"Save failed messages" on page 108

Asterisk

"Canceled Call Still Logs " on page 111

License issues

"Capacity Limit Reached" on page 111

"Error Messages" on page 111

"User License Status Not Syncing Between Servers" on page 112

Salesforce

"Cannot Access InGenius After a Pop Out in Microsoft Edge" on page 112

"InGenius does not size properly" on page 112

"Identifying Apex Package" on page 112

"Omni-Channel Decline Reasons Ignore Configuration" on page 113

" Chat Work Item is not Removed from the InGenius UI" on page 113

Redundancy

Agents need to reconnect on server rollover

"Update InGenius Configuration and Synchronize with Redundant Server" on page 113

"Ending Session Does Not Log User Out" on page 114


Web Browser

"InGenius Server Does Not Work on Microsoft Edge" on page 114

"Microsoft Internet Explorer Does Not Update InGenius UI " on page 114

"InGenius UI Does Not Update in Private Mode" on page 115

"Using mailto link disables click-to-dial in Chrome" on page 115


Send Diagnostic Data and Logs to InGenius Customer Care

To submit logs, configuration data directly to InGenius customer care:

1. Open the InGenius Configuration Tool and go to the Status tab.OROpen the InGenius Runtime Administration Tool and go to the Configuration tab.

2. Click the Send Diagnostic Data button.3. Fill in your InGenius Administrator Name and Email so InGenius customer care can contact

you.4. Enter the reason and comments for submitting logs.5. Fill in details about your users' usage.6. Set the details of the logs you wish to submit.7. Click Send to submit the logs to InGenius Customer Care.

Note: If the InGenius Server does not have internet access, the logs need to be submittedmanually to InGenius Customer Care. From the Configuration Tool, select Send to desktopto save a zipped log file on the server's desktop. Contact InGenius Customer Care forinstructions on how to submit them manually.

Save failed messages

InGenius gives you the ability to log your calls. In the event that your call logs fail to save, a messageappears on the Error tab, which is located where the Call Result tab was previously. Refer to thesection below to determine the reason for the call log failure.

Message Possible Reasons Suggested Solutions


The related record you selected wasdeleted. Select a new one and try again.

l The selectedrelated recordwas deleted, con-verted, or closed.

l An after insert /after update trig-ger is executedon a task whichattempts to writeinto one of thetask fields.

l Call log savingfails due to Sales-force permissionissues. Someexamples of thisissue occur whenthe user does nothave permissionto update call logrecords or thecall log recordwas assigned toanother user whodoes not have therequired per-missions.

l Verify that a call canmanually be loggedagainst the currentselected relatedrecord. Pop therecord, select Log ACall, enter inform-ation and click Save.

l If no selection is avail-able in the related list,then orphan recordsmay not be allowed inthis Salesforceinstance. Navigate toa record, select it inthe related items list,and try again.

l Verify no Apex trig-gers/required taskfield restrictions arepreventing the APIfrom executing therequest. Ensure noafter insert / afterupdate triggers arewriting data into oneof the call log fields.This issue displays anerror within Sales-force because the taskis read-only. Therecord can be editedwhen the trigger fin-ishes and the record iscommitted to the data-base.


An unexpected error occurred. l The parameterwas modified bya trigger orfailed a val-idation rule.

Note: InLightning, thiserror shouldnot appear. Thecall log willsave withoutfailing for theinvalidparameter.

l Verify that you canmanually log a callagainst the currentlyselected relatedrecord (Pop therecord and select LogA Call. Fill in the formand click Save).

l Verify no Apex trig-gers/required taskfield restrictions arepreventing the APIfrom executing therequest. Ensure noafter insert / afterupdate triggers arewriting data into oneof the call log fields.This issue displays anerror within the Sales-force because the taskis read-only. Therecord can be editedwhen the trigger fin-ishes and the record iscommitted to the data-base.

Save call log request timed out. Please tryagain or contact your administrator.

l The error is usu-ally due torequest timeout.

l Verify that there areno custom triggersdefined for the taskrecord type that takea combined time of 15seconds to execute.

l Try to log a call manu-ally against the selec-ted record.

One of the custom fields has not beenproperly initialized. Contact your admin-istrator for assistance.

l Generally, froman override try-ing to save to acustom field.

l Verify the field existsin their Salesforceorg.

l Verify that the userhas access to that spe-cific field, given theirprofile.

l Verify that the fieldname is spelled cor-rectly in the override.

You have not been granted the proper per-missions to access this record. Contactyour administrator for assistance.

l The user is on aread only profile.

l The user does nothave permissionsto save a recordof the selectedtype.

l Verify the user's set-tings and permissions.Change the user's per-missions as necessaryto allow them to savea call log.


The related record was misconfigured.Contact your administrator for assistance.

l A custom objectis misconfiguredin the RuntimeAdministration.The "IsPerson"property is set to"true."

l Fix the configurationof the custom objectin the Runtime Admin-istration by setting"IsPerson" to "false."

Canceled Call Still Logs

There is a known issue when the Log attempted outbound calls is cleared and saved in Salesforce.When a call is placed from a softphone and canceled before connecting, a call log is created. If thecall is placed by dialing from a device, a call log is not created.

Capacity Limit Reached

If you try to connect to InGenius once the license capacity has been reached, you will receive theerror message:

l License limit reached: this message will occur if you did not previously have a license and thelicense capacity has been reached. You will be added to the system, but with an inactivelicense.

l Your license is inactive: this message will occur if you do have a license that is inactivewhether the license capacity has been reached or not.

Error Messages

If you are not able to connect to InGenius, refer to the table to help troubleshoot your issue. If youstill experience issues, contact your InGenius administrator for more help.

The connection to the InGenius server has been lost: Verify your network connection to theInGenius server. Wi-Fi connections are not supported and recommend client machines to be directlyconnected to the network. . Configure the client system with a broadband connection.

User is inactive: Your InGenius license is inactive. It can be reactivated in the InGenius RuntimeAdministration Tool.

License limit reached: The capacity limit has been reached. Deactivate or remove older userlicenses in the InGenius Runtime Administration Tool or contact InGenius Customer Care to acquireadditional capacity on your license.

Database connection error: Unable to connect to the multi-server licensing server. Please verifythat your multi-server license database is running correctly and that the InGenius server can connectto it.

Other database server/database error: Unable to acquire a multi-server license. Please verify thatyour multi-server license database is running correctly and that the InGenius server can connect toit.


Server Unreachable: The connection to the InGenius server has been lost. Please verify that yourInGenius server is started and running correctly and that the users can connect to it.

Server Shutdown: The InGenius server has shut down . Please verify that your InGenius server isstarted and running correctly and that the users can connect to it.

Priority standby: The InGenius server the user is connected to is inactive. Please wait to beredirected to an active server.

The telephony provider is offline: The connection to the Asterisk switch has been lost. Please verifythat your phone switch is running correctly and that the InGenius server can connect to it.

User License Status Not Syncing Between Servers

For organizations using Single-server licensing, named user license status does not sync betweenmultiple servers. To adjust user licensing on more than one server, the status of the standby servermust be changed to prevent loss of data. A solution is to switch to Multi-server licensing, so that usercapacity can be shared between servers.

Note: Single-server licensing supports redundancy, but in order to sync user license statusbetween multiple servers, the servers must both be active, or data will be lost. For moreinformation on how to address this issue, see User license status not syncing betweenservers.

Cannot Access InGenius After a Pop Out in Microsoft Edge

If a user closes a pop out window immediately after popping out the window, a Salesforce messageappears and the InGenius UI is not visible. Wait approximately 20 seconds for the InGenius UI tobecome accessible again

InGenius does not size properly

InGenius does not size properly on a pop out action in Microsoft Edge. Call customer support for helpto resize your softphone horizontal width dimensions to 400 px.

Identifying Apex Package

To determine which version of the InGenius apex package is installed:

1. Log into Salesforce as an administrator.2. Click Setup to display the Salesforce configuration.3. Navigate to App Setup | Installed Packages.

The InGenius APEX package is listed as the InGenius Connector Enterprise Open CTI with theversion number.


Omni-Channel Decline Reasons Ignore Configuration

When a blended agent is part of two distinct presence configurations (for example, one for casesand another for leads), only the decline reasons for the first alphabetical configuration will bedisplayed while the other set will be ignored. In the example configuration below, each type allowsthe agent to decline requests but only the cases has the option Allow Agents to Choose aDecline Reason checked. However, the agent will be able to provide a reason for both types.

Chat Work Item is not Removed from the InGenius UI

When an agent responds to a chat work item in InGenius, there is an issue where the itemdisappears from the Salesforce UI, yet remains visible in InGenius. To sync InGenius and Salesforce,refresh the page by clicking the Omni-Channel button.

Agents Need to Reconnect on Server Rollover

In some scenarios when a server rollover occurs, the agent may be logged out of the system. This isa known issue and no data is lost. The workaround is to have the agent login into the system.

Update InGenius Configuration and Synchronize with Redundant Server

Initial set up of your servers

1. On ServerA: configure with valid settings including redundancy set to ServerB.l The settings have to be a valid configuration or you won't be able to start the service.l The redundancy has to be correctly set to ServerB (and ServerB's redundancy set to

ServerA) or you will not be able to sync.

2. On ServerA: Start the Service.3. On ServerB: configure with valid settings including redundancy set to ServerA.

l The settings have to be a valid configuration or you won't be able to start the service.l The redundancy has to be correctly set to ServerA (and ServerA's redundancy set to

ServerB) or you will not be able to sync.

4. On ServerB: Start the Service.l If the service is not running, you will not be able to sync to it.


5. On ServerB: Close the Configuration Tool.l If the Configuration Tool is not closed, you will not be able to sync to it.

6. ServerA will likely be active and ServerB will be standby.l If not, on ServerA, you can open the Runtime Admin Tool and take the active status.l If ServerA is not active, you can make changes on its Configuration Tool.

Making configuration changes on A and syncing to B

1. On Server A: Make your configuration changes and click Save (you will be asked if you wish tosync - click Yes.

2. ServerA will send configuration to ServerB.l This will only succeed if ServerB service is running, and Configuration Tool is closed.l At this point, both servers have the new configuration settings, but neither are using

them.

3. On ServerA: stop and restart the service.l When ServerA stops, ServerB will become active.l ServerA will now be running as standby using the new configuration settings.

4. On ServerB: stop and restart the service.l When ServerB stops, ServerA will become active.l ServerB will now be running as standby using the new configuration settings.

5. At this point, both servers are using the new configuration, and ServerA is active.

Note: The order in which you start the servers is important. For example, if you have bothservers off, then start ServerA and create a call center there, it won't sync with ServerB, asit's turned off. If you stop ServerA at this point, then start ServerB, the call centerinformation will not sync. When you restart ServerA, the call center will be deleted, as it willrevert to the information from ServerB.

Ending Session Does Not Log User Out

When an agent's session in Salesforce ends, there are cases where the existing pages remain open.Ensure that the Salesforce session setting, Force logout on session timeout, is checked. This optiondirects the agent's browser to the Salesforce login page when the session expires.

InGenius Server Does Not Work on Microsoft Edge

When the InGenius server and client are installed on the same machine, Microsoft Edge does notwork correctly. Install the InGenius server on a dedicated virtual machine or computer.

Microsoft Internet Explorer Does Not Update InGenius UI

With Internet Explorer 11 out of the box, the InGenius UI may not update correctly between multipletabs/windows. Due to concerns about Internet Explorer 11 browser performance, InGeniusrecommends that customers migrate away from the legacy Internet Explorer 11 browser to amodern browser like Google Chrome, Mozilla Firefox, or Microsoft Edge.


1. Select Internet Options.2. Select the Privacy tab.3. Keep the default slider setting onMedium.4. Select Sites.5. Select the Per Site Privacy Actions tab and add the required domains.

1. Address of your InGenius server2. salesforce.com3. force.com4. visualforce.com

Note: Due to concerns about browser performance, InGenius recommends that customersmigrate away from the legacy Internet Explorer 11 browser to a modern browser likeGoogle Chrome, Mozilla Firefox, or Microsoft Edge.

InGenius UI Does Not Update in Private Mode

InGenius UI does not support browsers running private, InPrivate or incognito mode.

Using mailto link disables click-to-dial in Chrome

When an agent uses a mailto link within Chrome, the external application i.e. Outlook openssuccessfully, but clickable numbers become disabled. The workaround is to perform a screen refreshto enable the click-to-dial feature. This is a known issue with Chrome. If the issue persists, contactCustomer Care at [email protected] for a workflow integration.

User Logs

Users can download their logs in the InGenius application and send the logs to their administrator.The administrator can then troubleshoot an issue captured in the logs or send them to the InGeniusCustomer Care team at [email protected].

Download User Logs

To download user specific logs:

1. Select Settings in the InGenius application.2. Select Support.3. Select the Create Logs button. An empty text box will appear.4. Type a description of the issue in the text box.5. Select the Download Logs button to download the logs ZIP file.


Note: Because the name of the logs ZIP file is different for each user, the Firefox browserautomatically flags the downloaded logs ZIP file as potentially harmful. To access the ZIP filein Firefox successfully:

1. Select the down arrow to the right of the address bar. A menu appears.2. Select the logs ZIP file from the menu.3. A message indicating "This file is not commonly downloaded" appears.4. Select Open.

For more information on Firefox security measures, visit this link:https://blog.mozilla.org/security/2016/08/01/enhancing-download-protection-in-firefox/

ZIP File Contents

The logs ZIP file contains:


https://blog.mozilla.org/security/2016/08/01/enhancing-download-protection-in-firefox/

https://blog.mozilla.org/security/2016/08/01/enhancing-download-protection-in-firefox/

l Recent InGenius logs for the specific userl Name of the user who downloaded the logsl Date and time of the downloadl Description of the issue provided by the user


CHAPTER 8 Frequently Asked Questions"Bandwidth Requirements" on the next page

"Licensing" on the next page

"Chat with InGenius and Omni-Channel" on the next page

"Logging" on page 120

"Redundancy" on page 121

SIP


Bandwidth Requirements

If the InGenius server has 2,500 users connected, with 750 of them on a call simultaneously with alot of pending dispositions, the bandwidth usage will average 23-30 mbps with peaks to 40 mbps.

Licensing

Why can a user's license reappear when deleted on the User Management page ofthe Runtime Administration?

Even if a user's license is deleted, as long as the user is in a Salesforce call center they will reappearin this list when they log into Salesforce and the InGenius UI loads up. The user should first beremoved from the Salesforce call center then it can be deleted from the User Management page.For details on user management, refer to "User management" on page 90

Is there a way to be alerted if the server license is nearing its expiry date?

You can set up an email alert to be sent when the server notices that its expiry date is imminent. Formore information on Loggers and Email Alerts, refer to "Loggers and Email Alerts" on page 82.

Chat with InGenius and Omni-Channel

When using Chat with InGenius and Omni-Channel, the work flow is such that:

l When a Live Agent chat comes in and InGenius is idle, within Omni-Channel an “Ask for Chat”window will come up instead of a case. The agent accept the chat and a chat screen is opened.

l If an agent is on the phone, then they will effectively be at capacity and the Live Agent chatwon’t arrive until the phone call ends.


Logging

When do logs get rolled over?

The standard diagnostic logs roll over at 16 GB. To learn more about the diagnostic logs, refer to"Send Diagnostic Data to InGenius" on page 86. With additional custom loggers, you can set themaximum number of log files that will be written before the files will be overwritten.

For more information on Loggers and Email Alerts, refer to "Loggers and Email Alerts" on page 82.


Lightning supports recurring tasks

Salesforce lightning support recurring tasks on call continuation. To create a series of recurring taskschoose a new task and select Create Recurring Series of Tasks. To differentiate between arecurring task and individual task, the user needs to recall what type of task they choose to view. Toview the series, select Open Recurring Task | View Series as shown in the following image:

Redundancy

Is there a way to be alerted if the active server is down and the standby servertakes over?

You can set up an email alert to be sent if one server unexpectedly loses contact with a redundantserver (if applicable). The other server may be down, or communication between the servers hasbeen lost. For more information on Loggers and Email Alerts, refer to "Loggers and Email Alerts" onpage 82.


Security

Why do I need a SSL certificate?

Browser security requires it. Because the InGenius UI is embedded within Salesforce, most webbrowsers require InGenius to match the security level of Salesforce.

Can I make the server externally accessible?

Yes. You are responsible for your own network and security, therefore you can decide to make theserver that's running the InGenius service externally accessible.

‎Can I isolate the server from the external internet?

Yes. However, be aware that this will mean that licensing of the InGenius Service will require you toManually License.

For more details on Manual Licensing, refer to "Licensing" on page 77.

‎Can I change the protocol the server uses for the web service?

Yes. The web service protocol is independent of the InGenius service.

Which servers does InGenius communicate with, and what ports do they use?

InGenius service communicates with the phone switches, which are servers.

How does the InGenius server talk to Salesforce?

InGenius service talks to the user's browser as opposed to Salesforce.


Do I need an AD group?

No. InGenius service can use Active Directory for "Administration Authentication" on page 48. Youcan, however, use basic authentication.

What are the account requirements for the service account used for backups?

InGenius server would need access to an email account for "Error Logs and Alerts" on page 52.

SIP

Why am I missing some user call controls?

If a SIP phone is used, InGenius only displays the available call control functions that are accessiblevia the UI. These functions are limited by the device functionality. A user may still use the callcontrols directly on their phones.

What are the SIP limitations?

SIP device functionality is dependent on the installed PBX / switch. InGenius requires connectivity tothe target server/PBX/switch. Contact Customer Care at [email protected] formore information on InGenius integration with SIP functionality.


CHAPTER 9 Available InGenius UI TranslationsIn order for translations to work properly, the string key must match what is currently defined in thedefault configuration. When the InGenius UI is rendered, the client code will get any string that isdefined in the UI translations first (and will get all the default strings after). To create UItranslations, you need to go to the Runtime Administration page, and select tab 8 Translations.

The following are the available translations for the InGenius UI

General UI labels

UI Label Default Value

UI_Loading Loading...

UI_RelatedCurrentEnabled Relate the current item to this call

UI_RelatedCurrentDisabled Cannot relate current item(s) to this call

UI_CRMSoftphoneTitle InGenius

UI_CRMSoftphoneButtonLabel InGenius

UI_HeaderTextMain InGenius

UI_HeaderTextSettings Settings

UI_HeaderTextCallHistory Recent calls

UI_CurlSettings Open settings

UI_CurlCallHistory Open call history

UI_RetryOnErrorButton Retry

UI_RetryOnNewBrowserButton Use here

UI_StartSessionBtn Retry

UI_StartMonitorBtn Connect

UI_StopMonitorBtn Disconnect now

UI_SaveSettingsBtn Save

UI_SaveSettingsBtnTooltip Save settings

UI_ResetDefaultsBtn Reset to defaults

UI_ResetDefaultsBtnTooltip Reset all settings to default values

UI_ResetDefaultsWarningWarning! This button will clear all your per-sonal settings and reset them to default val-ues. You cannot undo this change.

UI_CancelSettingsBtn Cancel

UI_CancelSettingsBtnTooltip Cancel all changes



UI_CloseCallHistoryBtn Close

UI_CloseCallHistoryTooltip Close call history page

UI_SpeedDialSettingTooltip {0} ({1})

UI_SpeedDialSettingLockedTooltip Locked {0} ({1})

UI_TemplateSettingTooltip {0}

UI_TemplateSettingLockedTooltip Locked {0}

UI_SpeedDialTitle Dial {0} ({1})

UI_SpeedTransfer Blind transfer to {0} ({1})

UI_SpeedConference Blind conference with {0} ({1})

UI_SpeedConsultAndTransfer Automatic transfer to {0} ({1})

UI_SpeedConsultAndConference Automatic conference with {0} ({1})

UI_SpeedConsult Start consult with {0} ({1})

UI_SpeedConsultAndDial Consult with {0} ({1})

UI_SpeedDial Speed dial {0} ({1})

UI_NameNumberPlaceholder Name or number

UI_NumberPlaceholder Number

UI_TabDigitDialingNumberPlaceholder Enter digits to dial

UI_TabCallTransferingNumberPlaceholder Transfer to number

UI_TabCallCon-ferencingNumberPlaceholder Conference number

UI_TabCallConsultingNumberPlaceholder Consult number

UI_SelectDialingOption Select dialing option

UI_DialingOptionWithExtension {0} x {1}

UI_DialingOptionTooltip {0} {1}

UI_ShowNumpad Show number pad

UI_DialBtn Dial

UI_AnswerBtn Answer

UI_PreviewAcceptBtn Accept

UI_CallAttachedData Details

UI_CallDataEdit Edit

UI_CallDataHideAll Hide All

UI_CallDataHideEmpty Hide Empty

UI_CallDataShowAll Show All



UI_CallDataShowNonEmpty Show Filled Only

UI_CallLog Call Log

UI_DetailsTab Details

UI_RelatedTab Related

UI_LogTab Log

UI_ResultTab Result

UI_ErrorTab Error

UI_CallLogContinued Continued Call Log

UI_CallResult Call Result

UI_Subject Subject

UI_CommentsPlaceholder Comments

UI_TemplateChangesUndo Undo changes

UI_SelectRelated Select related records

UI_ShowRelated Found records

UI_CallLogRelateCurrent Relate Current

UI_CallLogLabel Call Log

UI_CallLogWillAutoSave Call log will be auto-saved when call ends

UI_CallLogWillNeedDisposition Call log will require disposition when callends

UI_CallLogWillNotBeLogged This call will not be logged

UI_CallLogWasAutoSaved Call log was auto-saved

UI_CallLogSaveNowButton Save Now

UI_CallLogManualRetry Attempt Manual Save

UI_CallLogDiscardLog Discard Log

UI_CallLogCloseWithoutSaving Close Without Saving

UI_CallLogDoneButton Done

UI_CallLogRetryButton Retry

UI_CallLogDontLogButton Don't log

UI_CallLogConfirmDontLogButton Confirm

UI_CallLogDoLogButton Log this call

UI_CallLogSaveFailed0 Save failed







UI_CallLogSaveFailed5 No response

UI_CallLogSaveFailedTooltip0 Reason Unknown

UI_CallLogSaveFailedTooltip1 Could not update call log

UI_CallLogSaveFailedTooltip2 Check the Releated To items



UI_CallLogSaveFailedTooltip5 Salesforce is not responding

UI_CallLogEditButton Edit

UI_CallLogEditButtonSaveFailed Pre-fill Call Log

UI_CallLogSpinnerText Waiting for confirmation...

UI_LabelContact Contact

UI_LabelLead Lead

UI_LabelAccount Account

UI_LabelPluralContact Contacts ({0})

UI_LabelPluralLead Leads ({0})

UI_LabelPluralAccount Accounts ({0})

UI_NoMatchesFound No matches found for this call.

UI_NoMatchesFoundInternal No matches found for this internal call.

UI_NewRecord New Record

UI_OpenNewButton Open new {0}

UI_CreateNewButton Create {0}

UI_CreateNewButtonDisabledTooltip Select an entity {0}

UI_CreateNewBut-tonDisabledTooltipDelimiter /

UI_PrefillNewButton Pre-fill {0}

UI_PrefillNewButtonDisabledTooltip Select an entity {0}

UI_Pre-fillNewButtonDisabledTooltipDelimiter /

UI_FailedCreateNew Failed to Create New {0}

UI_TypeLead Lead

UI_TypeAccount Account

UI_TypeContact Contact



UI_TypeCase Case

UI_TypeLiveChatTranscript Live Agent Chat

UI_TypeOpportunity Opportunity

UI_TypeUser User

UI_TypeTask Call Log

UI_TypePersonAccount Person Account

UI_Typeingeniuscme__ContactMe__c ContactMe

UI_TypeContactRequest Contact Request

UI_MoreRecordsIndicator More than {0} matches found

UI_PopOut Open {0} record

UI_RelatedToItemTooltipSearch {0} (Search Result)

UI_RelatedToItemTooltipNavigation {0} (Navigated)

UI_RelatedToItemTooltipClickToDial {0} (Clicked to Dial)

UI_RelatedToItemTooltipAutoComplete {0} (Clicked in Search-and-Dial)

UI_RelatedToItemTooltipCallLogRelated {0} (Task Related Item)

UI_RelatedToItemTooltipSwappedRecord {0} (Converted Lead Replacement)

UI_RelatedToItemTooltipBookmarkItem {0} (Screen Transfer)

UI_Searching Searching...

UI_StopSearch Stop search

UI_RefreshSearch Search again

UI_RefreshSearchDiscardResults Discard all items and search again

UI_CallActions Call Actions

UI_AdditionalData Additional Call Data

UI_DurationFinal Call duration

UI_DurationConnected Call duration

UI_DurationHolding Hold duration

UI_DurationHeldRemotely Remote hold duration

UI_DurationWrapUp Wrap-up duration

UI_DurationWrapUpAuto Auto-wrap-up time remaining

UI_ParticipantRinging Participant {0} – Inbound Call

UI_ParticipantWaitingForDigits Participant {0} – Dialing...

UI_ParticipantTrying Participant {0} – Connecting...

UI_ParticipantConnected Participant {0}



UI_ParticipantHolding Participant {0} – On Hold

UI_ParticipantHeldRemotely Participant {0} – On Remote Hold

UI_ParticipantWrapUp Participant {0} – Wrap-up Call

UI_ParticipantInvalid Participant {0} – Invalid

UI_ConsultRinging Consult {0}

UI_ConsultConnected Consult {0}

UI_ConsultHolding Consult {0}

UI_ConsultHeldRemotely Consult {0}

UI_ConsultTrying Consult {0}

UI_ConferenceEnded Conference call

UI_ConsultEnded Consult call

UI_CallWasTransfered This call was transferred by

UI_TransferedByUnknown Unknown

UI_AdditionalDataExpand View all data

UI_AdditionalDataCollapse Hide empty data

UI_MultiSelectAll All

UI_MultiSelectNone None

UI_AdditionalDataSave Save

UI_AdditionalDataCancel Cancel

UI_AdditionalDataSaveTooltip Save all changes

UI_AdditionalDataCancelTooltip Cancel all changes

UI_ComboboxShowAllItems Show all items

UI_Today Today

UI_Yesterday Yesterday

UI_CallHistoryNotAvailable Call History Not Available

UI_CallDirectionLabel Direction

UI_InternalCall Internal call

UI_IncomingCall Inbound call

UI_NewItemNotificationTitle Inbound call

UI_OutgoingCall Outbound call

UI_InPreviewCall Preview call

UI_InPreviewReplyCall Preview call dialing

UI_ConferencedCall Conferenced call



UI_PendingConferenceCall Pending conference call

UI_ConsultCall Consult call

UI_MultipleCall Multiple calls ({0})

UI_ClickToDial Click to dial

UI_ClearAllDispositionsButton Clear All

UI_ClearAllDispositionsButtonTooltip Remove all calls in disposition

UI_ConfirmClearAllDispositionsButton Confirm Clear All

UI_TooManyDispositions You have {0} calls in disposition. Considerclosing your call logs.

UI_PendingStandbyThis server is scheduled for maintenance.Please complete your call as soon as pos-sible.

UI_PendingStandbyTimerThis server is scheduled for maintenance.To avoid duplicate call logs, please com-plete your call within {0}

UI_ShowMoreCalls You have {0} calls in disposition. Considerclosing your call logs. Click to view all.

UI_ShowMoreCallsTooltip Click to view all hidden call logs.

UI_ShowActiveCalls You have {0} hidden active calls. Click toview all active calls.

UI_ShowActiveCallsTooltip Click to view all active calls.

UI_ShowLessCallsWithWarningYou have {0} calls in disposition. Considerclosing your call logs. Click to show fewercalls.

UI_ShowLessCalls Click to show fewer calls.

UI_ShowLessCallsTooltip Click to show fewer calls.

UI_ExpandCallInDisposition Expand call log

UI_CollapseCallInDisposition Collapse call log

UI_SelectCallDisposition Select call result

UI_InDisposition Call log in disposition

UI_HistoryInDisposition Go to call log in disposition

UI_HistorySavingInProgress Saving

UI_HistoryShowCallLog Call log info

UI_TimeEstablished Call answered on {0} at {1}

UI_TimeAttempted Call attempted on {0} at {1}, no answer

UI_AgentDisplayName Agent {0}

UI_AgentUserName Agent



UI_AgentStateTooltip Agent State {1} Agent {0}

UI_AgentStateTimerTooltip Agent in '{0}' state

UI_AgentStatePendingTooltip Agent State {1} Pending State {2} Agent {0}

UI_AgentStatePendingLabel Pending

UI_AgentStateLoggedOutTooltip Agent State {1}

UI_AgentSelectParameter Select {0}

UI_AgentQueueMembershipParameter Select {0}

UI_AgentTitle Phone

UI_QueueMembershipLabel Queues ({numQueues})

UI_DeviceDN Device extension {0}

UI_NameLabel Name

UI_LineLabel Line

UI_Line Line {0}

UI_LineShort {0}

UI_LineDNLabel Line {0}

UI_LineTooltip Line {0} {1}

UI_CondensedLineIdle Line {1}

UI_CondensedLinesHeader Line States

UI_CondensedLinesHeaderActiveOnly Active Lines

UI_CondensedLinesNoActiveLines No active lines

UI_CondensedLinesExpand Expand active lines

UI_CondensedLinesCollapse Collapse active lines

UI_SettingsConnectivity Connectivity

UI_SettingsCallBehavior Call Behavior

UI_SettingsGeneral UI Settings

UI_SettingsSpeedDials Speed Dials

UI_SettingsCallLog Call Log Templates

UI_SettingsReset Reset Settings

UI_SettingsAbout Support

UI_SettingConnectAutomatically Connect automatically

UI_SettingShowRemoteCalls Show shared calls

UI_SettingAutoPop Attempt screen pop {0}

UI_SettingAutoPopNever Never



UI_SettingAutoPopRinging On call ringing

UI_SettingAutoPopAnswered On call answered

UI_SettingAutoPopHint These settings work in conjunction with theCall Center Settings - My

UI_SettingShowCondensedLineView Show condensed line view

UI_SettingShowCondensedActiveLinesOnly Show active lines only

UI_SettingLineNormal Normal line

UI_SettingLineMinimized Minimized line

UI_SettingLineHidden Hidden line

UI_SettingJiggle Jiggle answer button

UI_SettingShowNumpad Show number pad

UI_SettingAnimateWaiting Animate button spinners

UI_SettingLayoutPreference Orientation

UI_SettingLayoutPreferenceH Horizontal

UI_SettingLayoutPreferenceV Vertical

UI_SettingDefaultCallTab Default Tab

UI_SettingDefaultCallTabDetails Details

UI_SettingDefaultCallTabRelated Related

UI_SettingColoredSpeedDials Use different colors

UI_SettingColoredTemplates Use different colors

UI_SettingDefaultCommentBoxHeight Default Comments field height

UI_SpeedDialTitleLabel Name

UI_SpeedDialNumberLabel Number

UI_TemplateItemTitleLabel Title

UI_TemplateItemSubjectLabel Subject

UI_TemplateItemCommentsLabel Comments

UI_TemplateItemHint Use macros {0}

UI_SpeedDialsLabel Speed Dials

UI_SpeedConsultsLabel Speed Consults

UI_SpeedTransfersLabel Speed Transfers

UI_SpeedConferencesLabel Speed Conferences

UI_DialExtensionPlaceholder Dial {0}

UI_DialExtension Dial extension {0}



UI_ClickToMail Click to email

UI_OpenURLInNewTab Open URL in new tab

UI_ConnectionInfo Connection Information

UI_LineInfo Current line settings

UI_AgentState State {0}

UI_CRMPresence Omni-Channel {0}

UI_CRMPresenceTooltip Omni-Channel Presence Status {0}

UI_CRMPresenceSelectParameter Select status

UI_CRMPresenceTitle Omni-Channel

UI_Dial Dial

UI_AnswerRelease Answer/Release

UI_HoldRetrieve Hold/Retrieve

UI_ConferenceTransferConsult Conf/Transfer/Consult

UI_Supervisor Supervisor

UI_ParticipantActions Conference Actions

UI_NoData No Call Data

UI_WrapupSelect Select Wrap-up Result

UI_HelpLinkTooltip Open user guide in new tab

UI_CallResultLabel Call Result

UI_AutoCompleteTooltip Dial {0} for {1}

UI_Timer_Days d

UI_Timer_Hours h

UI_Timer_Minutes m

UI_Timer_Seconds s

SupportInfo labels


SupportInfo_SupportNumber Support #

SupportInfo_Name Name

SupportInfo_Phone Number

SupportInfo_Email Email

SupportInfo_URL URL


SupportInfo_Details Details

SupportInfo_EmailSubject Salesforce CTI Support Request

SupportInfo_CallCenterProfile Profile

SupportInfo_RequestedCallCenterProfile Initial profile

SupportInfo_ActualCallCenterProfile Actual profile

SupportInfo_ZoneName Device zone

SupportInfo_IceServer Server

SupportInfo_Diagnostics: Diagnostics

SupportInfo_DiagnosticsTooltip Download diagnostic information

SupportInfo_LogsDownload Create Logs

SupportInfo_LogsDownloadTooltip Create logs to send to the support emailfor your administrator

SupportInfo_LogsTextAreaPlaceholder Description

SupportInfo_ConfirmLogsDownload Download Logs

SupportInfo_ConfirmLogsDownloadTooltip Download logs to send to the support emailfor your administrator

Err (error info) labels


ErrorDetails_Expand More information

ErrorDetails_Collapse Less information

Err_PARAMETER_MISSING Unable to load InGenius

ErrDetails_PARAMETER_MISSING The initialization command failed due tomissing parameters

Err_PARAMETER_INVALID Unable to load InGenius

ErrDetails_PARAMETER_INVALID The initialization command failed due toinvalid parameters

Err_FT_DATEJS_FAILURE Unable to load InGenius

ErrDetails_FT_DATEJS_FAILURE The InGenius server is unresponsive

Err_FT_INITIALIZE_FAILURE Unable to load InGenius

ErrDetails_FT_INITIALIZE_FAILURE Initialization failed

Err_FT_START_UI_FAILURE Unable to load InGenius

ErrDetails_FT_START_UI_FAILURE UI failed to start

Err_RETRY_BOOTSTRAP_START Trying to load InGenius



Err_NEW_BROWSER_DETECTED You are using InGenius somewhere else

Err_BROWSER_INVALID Your browser session is no longer valid

Err_SESSION_INVALID Your user session is no longer valid

Err_TELEPHONY_PROVIDER_OFFLINE Telephony provider is offline

Err_MONITOR_FAILED_TO_START Unable to connect to the device

Err_MONITOR_FAILED_TO_START_WITH_REASON Unable to connect to the device. {0}

Err_DEVICE_ALREADY_MONITORED This device is already in use

Err_USER_DEVICE_NOT_ASSIGNED No device is assigned to user

Err_USER_NOT_AUTHORIZED Not authorized for this device

Err_NO_MONITOR_NO_CRM_PRESENCE Please connect to receive calls in Sales-force

Err_FT_SERVER_UNREACHABLEThe connection to the InGenius server hasbeen lost. Please contact your admin-istrator

Err_SERVER_SHUTDOWN Trying to connect...

Err_PRIORITY_STANDBY Trying to connect...

Err_LICENSE_USER_INACTIVE Your InGenius license is inactive. Pleasecontact your administrator

Err_NO_LICENSE_AVAILABLE The license limit has been reached. Pleasecontact your administrator

Err_LICENSE_DATABASE_CONNECT_ERROR

Unable to connect to licensing server.Please contact your administrator

Err_LICENSE_SERVER_ERROR Unable to acquire a license from theserver. Please contact your administrator

Err_SESSION_NOT_INITIALIZED Session is not initialized

Err_UNKNOWN An unknown error ocurred

Err_FR_TELEPHONY_PROVIDER_OFFLINEThe connection to the phone switch hasbeen lost. Please contact your admin-istrator

Err_FR_TELEPHONY_PROVIDER_OFFLINE_NO_CRM_PRESENCE

The connection to the phone switch hasbeen lost. You will not receive calls in Sales-force. Please contact your administrator

DTMFLetters (dial pad) labels


DTMFLetters_1

DTMFLetters_2 abc


DTMFLetters_3 def

DTMFLetters_4 ghi

DTMFLetters_5 jkl

DTMFLetters_6 mno

DTMFLetters_7 pqrs

DTMFLetters_8 tuv

DTMFLetters_9 wxyz

DTMFLetters_*

DTMFLetters_0

DTMFLetters_#

CRMPresenceActionTooltips (omni-channel presence tooltips) labels


CRMPresenceActionTooltips_CRMPres-enceAvailable Omni-Channel Presence Status: Available

CRMPresenceActionTooltips_CRMPres-enceBusy Omni-Channel Presence Status: Busy

CRMPresenceActionTooltips_CRMPres-enceOffline Omni-Channel Presence Status: Offline

AgentActionTooltips labels


AgentActionTooltips_QueueMembership Queues

AgentActionTooltips_LogIn Log in

AgentActionTooltips_NotReady Not ready

AgentActionTooltips_Ready Ready

AgentActionTooltips_Busy Busy

AgentActionTooltips_Talking Talking

AgentActionTooltips_Hold Hold

AgentActionTooltips_WrapUp Wrap-up

AgentActionTooltips_Reserved Reserved

AgentActionTooltips_ReservedOutbound Reserved outbound



AgentActionTooltips_LogOut Log out

AgentState_ labels


AgentState_NotReady Not Ready

AgentState_Ready Ready

AgentState_Busy Busy

AgentState_Talking Talking

AgentState_Hold On Hold

AgentState_WrapUp Wrap-up

AgentState_Reserved Reserved

AgentState_ReservedOutbound Reserved outbound

AgentState_LoggedOut Logged Out

AgentState_LogOut Log Out

AgentStateReason_ labels


AgentStateReason_Tooltip {0}: {1}

AgentActionButton_ labels


AgentActionButton_QueueMembership Update Queues

AgentActionButton_LogIn Log in

AgentActionFailed labels


AgentActionFailed_QueueMembership Command failed



AgentActionFailedWithReason_QueueMembership Command failed: {0}

AgentActionFailedWithReason_LogIn Agent login failed: {0}

AgentActionFailed_LogIn Agent login failed

CallStateDescriptions labels


CallStateDescriptions_RingingTooltip Inbound Call Answer

CallStateDescriptions_Ringing Inbound Call

CallStateDescriptions_WaitingForDigits Dialing...

CallStateDescriptions_Trying Connecting...

CallStateDescriptions_Connected Connected

CallStateDescriptions_Holding On Hold

CallStateDescriptions_HeldRemotely On Remote Hold

CallStateDescriptions_WrapUp Wrap-up Call

CallStateDescriptions_Invalid Invalid

CallStateDescriptions_Ended Ended

CallStateDescriptions_InConferenceRinging In Conference

CallStateDescriptions_InCon-ferenceWaitingForDigits In Conference

CallStateDescriptions_InConferenceTrying In Conference

CallStateDescriptions_InConferenceConnected In Conference

CallStateDescriptions_InConferenceHolding In Conference

CallStateDescriptions_InConferenceHeldRemotely In Conference

CallStateDescriptions_InConferenceWrapUp In Conference

CallStateDescriptions_InConferenceInvalid In Conference

CallStateDescriptions_InConferenceEnded In Conference

CallStateDescriptions_InConferenceDetailed In Conference ({1})

CallStateDescriptions_InConferenceMultiple In Conference ({0} calls)

CallStateDescriptions_InCon-ferenceMultiplePending Pending Conference ({0} calls)

CallStateDescriptions_Preview Preview Call

CallStateDescriptions_PreviewReply Preview Call Dialing...


CallResultTooltips labels


CallResultTooltips_Rejected Rejected

CallResultTooltips_Missed Missed

CallResultTooltips_InvalidNumber Invalid number

CallResultTooltips_Busy Busy

CallResultTooltips_NotAnswered Not answered

CallResultTooltips_Diverted Diverted

CallResultTooltips_Connected Connected

CallResultTooltips_Unknown Unknown

CallActionsTooltips labels


CallActionsTooltips_TabDigitDialing Dial...

CallActionsTooltips_TabCallTransfering Transfer...

CallActionsTooltips_TabCallConferencing Conference...

CallActionsTooltips_TabCallConsulting Consult...

CallActionsTooltips_None

CallActionsTooltips_DialToggle Place new call...

CallActionsTooltips_Reject Reject call

CallActionsTooltips_Answer Answer

CallActionsTooltips_Dial Dial

CallActionsTooltips_Hold Hold

CallActionsTooltips_Retrieve Retrieve from hold

CallActionsTooltips_Release Hang up

CallActionsTooltips_WrapUp Wrap-up

CallActionsTooltips_AutoPark Auto-park

CallActionsTooltips_Park Park call

CallActionsTooltips_Transfer Blind transfer

CallActionsTooltips_Conference Blind conference

CallActionsTooltips_ConsultAndTransfer Automatic transfer

CallActionsTooltips_ConsultAndConference Automatic conference

CallActionsTooltips_Consult Start a consult call


CallActionsTooltips_ConsultAndDial Make a consult call

CallActionsTooltips_AddToConference Complete conference

CallActionsTooltips_AddToConferenceAndRelease Complete transfer

CallActionsTooltips_SplitAndHold Put this participant on hold

CallActionsTooltips_SplitAndFollow Split and talk to this participant

CallActionsTooltips_SplitAndRelease Split and hang up on this par-ticipant

CallActionsTooltips_BlockAudio Mute this participant

CallActionsTooltips_UnblockAudio Unmute this participant

CallActionsTooltips_StartRecording Start recording

CallActionsTooltips_PauseRecording Pause recording

CallActionsTooltips_ResumeRecording Resume recording

CallActionsTooltips_StopRecording Stop recording

CallActionsTooltips_Barge Barge

CallActionsTooltips_OmniChannelToggle Show/hide Omni-Channel workitems

CallActionsTooltips_PreviewAccept Accept preview call

CallActionsTooltips_PreviewReject Decline and return the call tothe campaign

CallActionsTooltips_PreviewClose Close and remove the call fromthe campaign

CallActionsConfirm_PreviewClose Confirm campaign removal

DeviceActionsTooltips labels


DeviceActionsTooltips_TabCallJoining Join calls...

DeviceActionsTooltips_TabCallJoiningSelectedCall selected for joining. Click tounselect. To join with another call clickanother join button

DeviceActionsTooltips_TestJoinCalls Start joining calls

DeviceActionsTooltips_JoinCalls Join selected call with this one

CallDataLabels (i.e., call-specific information) labels


CallDataLabels_ID ID

CallDataLabels_TaskID Task ID


CallDataLabels_LastError Last Error

CallDataLabels_LastErrorCode Error Code

CallDataLabels_LastWaitTimeSec Waited (sec)

CallDataLabels_RemotePartyNumber Number

CallDataLabels_RemotePartyNumberDisplayable Number

CallDataLabels_TrunkNumber Dialed #

CallDataLabels_TrunkNumberDisplayable Dialed #

CallDataLabels_RemotePartyName Name

CallDataLabels_TransferredByNumber Number

CallDataLabels_TransferredByNumberDisplayable Number

CallDataLabels_TransferredByName Name

CallDataLabels_TransferredBy# Transferred By #

CallDataLabels_TransferredBy Transferred By Name

CallDataLabels_DURATION Duration

CallDataLabels_Timer Duration

CallDataLabels_State Call State

CallDataLabels_DurationFinal Call Duration

CallDataLabels_TimeEstablished CallDataLabels_TimeEstablished

SaveFailedErrorCode_ (save failed error) labels


SaveFailedErrorCode_Retry An unexpected error occurred.

SaveFailedErrorCode_PermissionsYou have not been granted the properpermissions to access this record.Contact your administrator for assist-ance.

SaveFailedErrorCode_FieldOne of the custom fields has not beenproperly initialized. Contact your admin-istrator for assistance.

SaveFailedErrorCode_Abort Save call log request timed out. Pleasetry again or contact your administrator.

SaveFailedErrorCode_Related The related record you selected wasdeleted. Select a new one and try again.

SaveFailedErrorCode_WrongEntityTypeThe related record was misconfigured.Contact your administrator for assist-ance.



SaveFailedErrorCode_ClosedOrCancelled The call log you selected is closed or can-celed.

OmniChannelWorkItems_ labels


OmniChannelWorkItems_Title Omni-Channel Work Items

OmniChannelWorkItems_Accept Accept

OmniChannelWorkItems_AcceptOption Accept

OmniChannelWorkItems_AcceptAndDialOption Accept and Dial

OmniChannelWorkItems_Decline Decline

OmniChannelWorkItems_Close Close

OmniChannelWorkItems_PhoneLabel Phone

OmniChannelWorkItems_LabelSeparator :

OmniChannelWorkItems_NoWorkItems You have no active requests.

OmniChannelWorkItems_NumberLabel # of Omni-Channel work items

OmniChannelWorkItems_TooltipAssigned Assigned

There are telephony provider-specific labels that can be translated (these labels typically representsome call-attached variable names, or monitor/agent login parameters). The key is typically madeup of a label similar to the labels, followed by the telephony provider plugin ID.

Here are the translatable strings for Asterisk that InGenius supports

Asterisk (ID 3b70124b32b940cd9741ddd1043c9af8)


MonitorParametersLabels_3b70124b32b940cd9741ddd1043c9af8_PRIMARY_LINE_NUMBER Extension

CallDataLabels_DATA_3b70124b32b940cd9741ddd1043c9af8_COUNTRY Country

CallDataLabels_DATA_3b70124b32b940cd9741ddd1043c9af8_STATE State

CallDataLabels_DATA_3b70124b32b940cd9741ddd1043c9af8_LOCATION Location


APPENDIX3rd Party LicensesThe following section lists all the 3rd party licenses used within the InGenius Connector Enterprisesoftware.

Tabulatorhttp://tabulator.info/The MIT License (MIT)Copyright (c) 2015-2018 Oli Folkerd

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MomentJShttps://momentjs.com/Copyright (c) JS Foundation and other contributors

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Lodashhttps://lodash.com/Copyright JS Foundation and other contributors <https://js.foundation/>

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CodeMirrorhttp://codemirror.net/MIT LicenseCopyright (C) 2017 by Marijn Haverbeke <[email protected]> and others

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DateJShttp://datejs.com/Copyright 2008-2015 Object.NET, Inc.Licensed under the Apache License, Version 2.0http://www.apache.org/licenses/LICENSE-2.0http://object.net

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JQueryhttps://jquery.org/license/Copyright jQuery Foundation and other contributorshttps://jquery.org/https://github.com/jquery/jquery

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JQuery UIhttps://jquery.org/license/Copyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery

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JQuery Comboboxhttps://jquery.org/license/Copyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery


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JQuery Tablesorterhttps://jquery.org/license/Copyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery

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JQuery Tablesorterhttps://jquery.org/license/Copyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery

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JQuery Highlighthttps://opensource.org/licenses/mit-license.phpCopyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery

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JQuery Input Eventhttps://opensource.org/licenses/mit-license.phpCopyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery

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JQuery Pretty Checkablehttps://opensource.org/licenses/mit-license.phpCopyright jQuery Foundation and other contributors, https://jquery.org/https://github.com/jquery/jquery

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Qhttps://github.com/kriskowal/q/blob/v1/LICENSECopyright 2009-2017 Kristopher Michael Kowal.

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JS Hinthttps://opensource.org/licenses/mit-license.php

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Ico Moon Free Packhttps://github.com/Keyamoon/IcoMoon-Free/blob/master/License.txt

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dotnetziphttps://github.com/KLab/DotNetZip/blob/master/License.txt

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Newtonsoft.Jsonhttps://github.com/JamesNK/Newtonsoft.Json/blob/master/LICENSE.md

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SignalRhttps://www.microsoft.com/web/webpi/eula/net_library_eula_enu.htm

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InversifyJShttps://github.com/inversify/InversifyJS/blob/master/LICENSEThe MIT License (MIT)Copyright (c) 2015-2017 Remo H. Jansen

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Reflect Metadatahttps://github.com/rbuckton/reflect-metadata/blob/master/LICENSE

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Console Polyfillhttps://github.com/paulmillr/mit

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InGenius Administrator Guide

Documents

Transcript of InGenius Administrator Guide