InGenius Connector Enterprise for Salesforce Installation...

InGenius Connector Enterprise for Salesforce Installation Guide for Salesforce Administrators

© Copyright InGenius Software Inc. 2014 - Confidential www.InGenius.com

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InGenius Connector Enterprise for Salesforce

Installation Guide for Salesforce Administrators

Version 2.23.301

Contact:

[email protected]

+1-613-591-9002 x3000

TRADEMARKS InGenius, InGenius Connector Enterprise and the InGenius logo are trademarks of InGenius Software Inc. Windows and Microsoft are

trademarks of Microsoft Corporation. Salesforce.com is trademark of Salesforce.com. Other product names mentioned in this document

may be trademarks of their respective companies and are hereby acknowledged.

http://www.ingenius.com/

mailto:[email protected]



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TABLE OF CONTENTS

1 Introduction ........................................................................................................................................... 3

1.1 Where do I go to change...? ........................................................................................................... 4

2 Call Center Profiles & License Assignment Page .................................................................................. 5

2.1 InGenius Connector Enterprise Call Center Profiles vs Salesforce Call Centers .......................... 5 2.2 Call Center Profiles Tab ................................................................................................................ 6 2.3 License Assignment Tab ............................................................................................................... 7

3 Configure InGenius Connector Enterprise Call Center Profile .......................................................... 9

3.1 General Info .................................................................................................................................. 10 3.2 Branding InGenius Connector Enterprise..................................................................................... 12 3.3 Configuring Speed Dials ............................................................................................................... 13 3.4 Call Log Settings .......................................................................................................................... 14 3.5 Call Log Templates....................................................................................................................... 15 3.6 Call Dispositions ........................................................................................................................... 16 3.7 CRM Customizations .................................................................................................................. 18 3.8 Translations ................................................................................................................................. 19 3.9 InGenius Connector Enterprise Console .................................................................................... 20

3.9.1 Toolbar Configuration .............................................................................................................. 21 3.9.2 Default Tab .............................................................................................................................. 22 3.9.3 Call Table Configuration .......................................................................................................... 22

4 Download InGenius Connector Enterprise Salesforce Call Center Definition XML File ................. 23 5 Install InGenius Connector Enterprise Salesforce Call Center Definition XML File ........................ 24

5.1 Import the Call Center Call Center Definition XML File ................................................................ 24

6 Install the InGenius Connector Enterprise Apex File ...................................................................... 26 APPENDIX: InGenius Connector Enterprise Console Buttons ................................................................... 29




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1 Introduction

InGenius Connector Enterprise for Salesforce Open CTI is a server based click-to-dial CTI solution that

requires NO desktop install. This guide will help your Salesforce Administrator configure and acquire the

Salesforce Call Center Definition File that will help define the settings of InGenius Connector Enterprise

inside of Salesforce and install a small Apex file.

Once your IT administrator has successfully installed the InGenius Connector Enterprise server, he/she

will provide you (the Salesforce Administrator) with the URL to the Salesforce Run Time Administration

page. This URL is usually https://YourICEServerURL/admin. This is where you will configure Branding,

Speed Dials, Call Log Settings, Call Log Templates, and Call Dispositions for your InGenius Connector

Enterprise for Salesforce users. The file that gets created is called the InGenius Connector Enterprise

Call Center Definition File. It is this file that gets imported into Salesforce and where you will grant users

access to InGenius Connector Enterprise.

To help walk you through configuration and installation, this guide has been split into five parts:

1. Call Center Profile & License Assignment Page

This is where you will create, edit, clone, and delete the Call Center Profile and download the

Salesforce Call Center Definition XML file. From here you can also view and manage user

licenses.

2. Configure InGenius Connector Enterprise Call Center Profile

This is where you will define the various settings (ex. Speed Dials) of InGenius Connector

Enterprise.

3. Download InGenius Connector Enterprise Salesforce Call Center Definition XML File

Once you have configured InGenius Connector Enterprise Salesforce Call Center Definition File

you will need to download this file as an .xml before it is installed into your Salesforce instance.

4. Install InGenius Connector Enterprise Salesforce Call Center Definition XML File

This is where you will install the Call Center Definition File .xml file into your Salesforce instance

and grant Salesforce users to permission to access InGenius Connector Enterprise by creating a

Call Center.

5. Install the InGenius Connector Enterprise Apex File

This file helps define InGenius Connector Enterprise inside of Salesforce. This file does NOT

modify or change any data or user permissions.

Note: Once the InGenius Connector Enterprise Salesforce Call Center Definition File has been

configured and installed, changes can be made the various settings (ex. Speed Dials) of InGenius

Connector Enterprise by visiting the Salesforce Run Time Administration URL. You will NOT need to re-




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download or reinstall the Call Center Definition File into your Salesforce instance to see the changes.

Exception: Enable InGenius Connector Enterprise UI in Service Cloud Console check box. If this is

not enabled at install and you wish to enable it, you will need to reinstall the call center file to access the

InGenius Connector Enterprise UI.

1.1 Where do I go to change...?

Most settings are managed using the ICE Runtime Administration page, but there are a couple of settings

you need to manage in Salesforce itself.

In the InGenius Connector Enterprise Runtime Administration pages you can:

● Create a Salesforce Call Center Definition XML file, which you then upload to Salesforce (as

described in this guide). You should only need to do this once per call center.

● Configure the InGenius Connector Enterprise Call Center Profiles to configure the Telephony

Window settings like speed dials, templates, support info, branding, and call dispositions.

● Manage License Assignments.

● Assign and test device assignment of various dialing zones.

In Salesforce.com you:

● Import the Salesforce Call Center Definition XML file(s), and create one or more Salesforce Call

Centers.

● Add Salesforce users to the Salesforce Call Center(s).

● Modify Salesforce screen pop actions.




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2 Call Center Profiles & License Assignment Page

Log into the InGenius Connector Enterprise Run Time Administrator and select the Salesforce tab. This

is the main page for creating and modifying your Call Center Profile, and to download it for use in

Salesforce. From this page you can also access information on users licensed to use InGenius Connector

Enterprise by selecting the License Assignment tab.

2.1 InGenius Connector Enterprise Call Center Profiles vs Salesforce

Call Centers

You’ll need to create both an ICE Call Center Profile and a Salesforce Call Center in order to use

InGenius Connector Enterprise. You should create the Call Center Profile in ICE first, and ensure that, at

a minimum, the settings on the first page of the ICE Call Center Profile Editor are correct. Then, you’ll

click on “Download” to get the Salesforce Call Center Definition XML file (See the diagram below) - and

import this into Salesforce, to create a Salesforce Call Center. This will create the Salesforce Call Center

and link it to your ICE installation’s Call Center Profile.

You should not need to edit any of the settings that are created when you import the Call Center XML file

into Salesforce. From now on, all ICE settings can be edited within the ICE Runtime Administration

pages.

(Exceptions: You will still need to manage Salesforce users by adding them to the Call Center inside

Salesforce.com, and you may want to edit “Screen Pop” settings within the Salesforce Call Center

Softphone Settings)

Note that you can create multiple Call Centers. You may want to do this if you want unique settings for

different departments in your company. For example, your sales department and your marketing

department may want different Call Disposition codes, or different default templates. If you create multiple

Call Centers, you must always create them first in ICE, then import each Call Center XML file into

Salesforce. You will want to make sure that the Call Centers all have unique names, so you can keep

track of things easily.

Note: When creating multiple Call Centers, if you are using Custom Objects, you MUST CLONE the Call Center

in order to preserve the customizations that have been made to achieve the Custom Object integrations.




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2.2 Call Center Profiles Tab

Creating multiple call centers is ideal if you would like to have different settings and configurations for

different user groups. For example, you may want to have one call center for your sales department and

one call center for your accounts receivable department with call result fields, comment and subject

templates specific to their job function.

● Edit: This will take you to the configuration page for your Call Center Profile where you define

branding, speed dials, comment templates and more.

● Clone: This will make a copy of the Call Center Profile. Note that when creating multiple Call

Centers, if you are using Custom Objects, you MUST CLONE the Call Center in order to preserve

the customizations that have been made to achieve the Custom Object integrations.

● Download: This will download the Salesforce Call Center Definition file (.xml file) onto your

computer. It is this file that will be imported into Salesforce to apply your settings and assign

users.

● Delete: This will delete the Call Center Profile. When you delete a Call Center Profile users

assigned to the corresponding Salesforce Call Center inside of Salesforce will no longer be able

to use InGenius Connector Enterprise.

● Create new call center profile: This will allow you to create a new Call Center Profile. Note that

when creating a new Call Center, customizations made to previous Call Centers are not carried

over. To preserve customizations, use CLONE.




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2.3 License Assignment Tab

From this tab you will be able to see the total user licenses, the number of licenses available, the status of

each users, as well as seeing specific users granted access to the application. If you have users who are

no longer using the application, you can click on the Active button for those users. This will return their

license to the pool of available licenses.

Note: This table is set as the page loads and is not real time updated.

Status: This will show you the status of the user. In other words, you will be able to see if they are

currently logged into InGenius Connector Enterprise.

Indicates that the user is not connected

Indicates that the user is logged into Salesforce with InGenius Connector Enterprise enabled but is not

connected to InGenius Connector Enterprise

Indicates that the user is connected to InGenius Connector Enterprise

CRM Login: This will show you when the user has last logged into Salesforce.

Device Login: This will show you when the user has last logged into their phone device through ICE.

Call Center: This displays the call center that the user is a member of within Salesforce at the time they

last logged in.

Agent: This will show you the agent the user is logged in as.

State: This will show you the current state of the user’s device.

Lines: This displays the lines of the device the user is connected to.

Dispositions: This displays the number of calls that the user has that have not been wrapped up.




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Active: If you have users who are no longer using the application, you can click on the Active button to

deactivate those users. This will return their license to the pool of available licenses.

Clear Data: By clicking the clear data next to a user, you return all their personal settings back to the

default settings set by their call center. It will also clear out any calls that had not been wrapped up. If you

wish to clear data for all users, simply click the large button on the bottom Clear Data for All Users.

Delete: By clicking the delete button you will delete the user from the list.

Activate All Users: This will allow you easily activate all the users in the list.

Advanced View: This is a support tool and used for troubleshooting if necessary.




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3 Configure InGenius Connector Enterprise Call Center Profile

The InGenius Connector Enterprise Call Center Profile is what defines the various features and functions

of InGenius Connector Enterprise inside of Salesforce. This section will outline the various features and

how they can be programmed.

To configure an InGenius Connector Enterprise Salesforce Call Center Profile, log into the InGenius

Connector Enterprise Run Time Administrator and select the Salesforce tab.

There is a Default Call Center Profile already created to help you get started. To edit the Default Call

Center Profile and define settings specific to your organization, click on the Edit button.

● If you wish to create a new call center profile click Create new call center profile. Note that

when creating a new Call Center, customizations made to previous Call Centers are not carried

over. To preserve customizations, use CLONE.




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3.1 General Info

Define the call center profile title as well as support contact information in the required fields. A preview of

where the information will appear is on your left. Note that this display on the left will not update to show

your current entries. It is only intended to show you where the values you enter will appear for ICE users.

The UI Dimensions will define the size of the user interface in Salesforce. If you are using ICE in Service

Cloud, you have the choice to use the Sales Cloud UI or an InGenius Connector Enterprise UI that is

horizontally designed for the Service Cloud interface. If you would like to use the InGenius Connector

Enterprise UI, select the box Enable InGenius Connector Enterprise UI in Service Cloud Console.




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Sales Cloud UI

Service Cloud UI (InGenius Connector Enterprise UI)

Once completed, click Next. This will save these settings. Switching tabs, or clicking Save will also save

settings.

NOTE: The Enable InGenius Connector Enterprise UI in Service Cloud Console must be selected

before you import your call center file into Salesforce. If it is selected after you have installed your call

center adapter file, you will need to download and reinstall the file to see the InGenius Connector

Enterprise UI.




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3.2 Branding InGenius Connector Enterprise

The bottom area of InGenius Connector Enterprise can be branded with your company logo and link to

your company’s URL.

Sales Cloud UI

Service Cloud UI (InGenius Connector Enterprise UI)

Simply upload your logo image by choosing a file or entering an Image URL. An image preview will show

on the bottom of the screen. You can adjust the height of the image by changing the image height in

pixels field.

If you would prefer text instead of an image, type the title and colour into the appropriate fields.

Enter your company’s url if you would like to link your image or title to an URL. Click Next. This will save

these settings. Switching tabs, or clicking Save will also save settings.




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3.3 Configuring Speed Dials

You can configure speed dials for your entire organization or allow users to configure their own speed

dials.

To configure speed dials simply select one of the speed dial dots and enter the Title and the Number you

would like to associate with the dot. To ensure that end users can NOT change the speed dial, check the

Locked box.

To hide speed dials, simply erase the title and number fields. The eye will close and users will not see the

speed dial. Click Hide Speed Dial Button From Users to close the eye and lock the key. Users will not

be able to see or program the speed dial.




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3.4 Call Log Settings

These settings allow you to determine how an end-user will log a call.

● Select Enable call logging to enable call logging.

● Select Enable call logging in Service Console mode to enable call logging within the Service

Cloud.

● Select Log internal calls by default to enable call logging for internal calls.

● Select Log attempted outbound calls to enable call logging for attempted outbound calls that

did not connect.

● Select Show “Don’t Log” control if you would like to give users the option to not log a call.

● Select Enable existing call log continuation to enable functionality for working from exist tasks

such as to allow users to log a call from an activity record.

Note: Please contact InGenius support for more information and configuration assistance.

● Select Allow unselecting the last related record to enable users to deselect all related records

in the related records box. NOTE: If there are no selected records attached to the call log, the call

log will only be accessible in call reports.

Click Next. This will save these settings. Switching tabs, or clicking Save will also save settings.




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3.5 Call Log Templates

You can set the Call Log Templates for frequently used call log subjects and comments.

● Select a Call Log Template dot and enter in the Title. This is what will display on mouse over.

Enter in the Subject and Comments into the respective fields. To enter a macros field into the

Subject or Comment, simply click the required macros to place it with your text.

To hide templates, simply erase the title, subject and comment fields. The eye will close and users will not

see the template. Click Hide Template Button From Users to close the eye and lock the key. Users will

not be able to see or program the template.

Click Next. This will save these settings. Switching tabs, or clicking Save will also save settings.




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3.6 Call Dispositions

These are the dispositions that will populate the Call Result field within your call log record in Salesforce

and can be automatically selected if set up to match the telephony wrapup codes set on the ICE server.

If checked, Suppress automatic disposition selection will remove the default disposition and force

users to manually select a disposition at the end of a call. Users will not be able to close the call log until

a disposition is selected.

Dispositions

In the Default Call Center there will be one group (General) with six call result values: None, Call

successful, Left voicemail, No answer, Number out-of-service, and Follow up required.

A “group” is for grouping wrap up codes. For example if the call was Sales related you may have sales

related wrap up codes like: Ready to Purchase, Still Trailing Application. If the call was marketing related,

you may have marketing related wrap up codes like: Looking for More Information, Attending Tradeshow.




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To add a group, click on the + beside General and fill in the appropriate fields. To add a call result value

click on the + beside one of the values and fill in the appropriate fields. To delete groups or fields click x.

The Wrapup parameter value is the wrapup value on the phone switch that you would like to associate

with the call result inside of Salesforce. When this wrapup is selected in telephony wrapup, it will

automatically select the corresponding call result. For example, the diagram above is configured so that

when the call wrapup “Success” is selected, it will automatically select “Call Successful” for my call result.

Call Successful will be populated in the Salesforce Activity Record.

Check Mark call log as completed to mark the call log activity record as completed inside of Salesforce.

NOTE: If you would like to disable call dispositions simply delete all disposition groups.

Wrapup parameter key is only necessary if you have wrap up codes on your telephony switch. It allows

you to link the call results in Salesforce to the wrapup codes supported by your telephone switch.

When complete, click Next. This will save these settings. Switching tabs, or clicking Save will also save

settings.




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3.7 CRM Customizations

CRM customizations are used to add and organize custom Salesforce objects to the Prefill New…, and

Related Records features.

General

This section defines 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.

Pre-fill New

This section defines the Salesforce object types available under the Pre-fill New menu the ICE users will

see. Drag and drop the items to move them from “Active” to “Inactive” and back or to reorder them.

Search

This section defines which Salesforce object types are searched on incoming and outgoing calls and the

order to display them within the ICE Related Records field.




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Auto Complete

This section defines which Salesforce object types are searched for auto complete within the ICE dialer

text box.

3.8 Translations

This is where you can translate the various labels, descriptions and tool tips inside of the InGenius

Connector Enterprise UI.

NOTE: This is an advanced feature and is used by your InGenius Connector Enterprise Implementation

Coordinator.




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3.9 InGenius Connector Enterprise Console

InGenius Connector Enterprise Console UI is a special UI designed for Service Cloud. This tab will allow

you to configure and customize the InGenius Connector Enterprise UI. A complete list of buttons and

functions are included in the Appendix.

NOTE: This tab will only be enabled if you have the Enable InGenius Connector Enterprise UI in

Service Cloud Console box checked in the General Info tab.




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3.9.1 Toolbar Configuration

Here you can customize the toolbar by dragging and dropping various buttons and button groups. You

can drag and drop to arrange the buttons and groups.

To add a button group click Add Button Group. To remove button groups simply click on the red x.

Restore Default Toolbar, will eliminate all customizations and return the toolbar back to its default

configuration.

You can also restrict button groups by clicking on the icons below the various groups.

Restricts button group visibility to agents only, and set the border colour of this group to match the current agent state.

Restricts button group visibility to conference calls only.

When on, this button group will display the call recording duration instead of its title.

IMPORTANT NOTE: Only those telephony features supported by the phone system will be clickable in

the users’ InGenius Connector Enterprise Service Cloud UI. If a particular feature button is showing in the

agent console, but is not supported by the phone system, this button is automatically greyed out and

cannot be clicked by the agent.




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3.9.2 Default Tab

On an inbound call, select which view you would prefer to have by default.

● Details will display the various call attached data.

● Search… will display the related records and pre-fill new button.

3.9.3 Call Table Configuration

This will allow you to configure the call table to display particular call attached data.

To add a column to the table simply select Add Table Column.

To change the call attached data displayed, simply click in the title bar and enter type the variable or click

on one of the supported translation keys listed.

To delete a column, click on the red x.




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4 Download InGenius Connector Enterprise Salesforce Call

Center Definition XML File

Once you have completed the configuration of InGenius Connector Enterprise, click Back to Call Center

Profiles at the top of the page.

In the list of Call Center Profiles, click the Download button for the Salesforce Call Center Definition XML

file you would like to import into your Salesforce instance. This will download the InGenius Connector

Enterprise Salesforce Call Center Definition File (.xml file) that you will then import into your Salesforce

instance as described in the next section.

NOTE: If you need to make any changes to your InGenius Connector Enterprise configuration, simply log

into the InGenius Connector Enterprise Run Time Administration Salesforce page and make your

changes. You will NOT need to redownload and install the .xml file. Changes can be made without

requiring the server to restart and without reinstalling the .xml file. Exception: Enable InGenius

Connector Enterprise UI in Service Cloud Console check box. If this is not enabled at install and you

wish to enable it, you will need to reinstall the call center file to access the InGenius Connector Enterprise

UI.




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5 Install InGenius Connector Enterprise Salesforce Call

Center Definition XML File

The installation of InGenius Connector Enterprise Salesforce Call Center Definition File is also where you

will create and assign users to a call center. This is where you grant Salesforce users access to InGenius

Connector Enterprise.

5.1 Import the Call Center Call Center Definition XML File

● In Salesforce, click Setup | Type “Call” in the quick find box| Call Centers.

● If the Introducing Call Center Edition splash page appears, click Continue.

● Click Import.

● Next to the Call Center Definition File field, click Browse to navigate to the InGenius Connector

Enterprise Salesforce Call Center Definition File File you just created and downloaded in the

previous section of this guide.

● Click Import.




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5.2 Add Users to the Call Center

Once the file has been imported into Salesforce you will have to add users to the call center before they

can use InGenius Connector Enterprise. To assign users to the call center:

● In Salesforce, click Setup | Type “Call” in the quick find box| Call Centers.

● Select the InGenius Connector Enterprise Salesforce Call Center Definition File

● In the Call Center Users related list, click Manage Call Center Users.

● Click Add More Users.

● Specify search criteria to find the Salesforce users who should be assigned to the call center.

● Click Find. All users who belong to a call center are excluded from search results because a user

can only be assigned to one call center at a time.

● Select the checkbox next to each user who should be assigned to the call center and click Add to

Call Center.

NOTE: Once the initial users are setup, the administrator will be presented with a check box to create this

functionality when they create a new user account within Salesforce.

NOTE: You can have more than one call center within Salesforce, but a user can only be a member of

one call center at a time.




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6 Install the InGenius Connector Enterprise Apex File

To install the Apex file into your Salesforce instance simply click on the link to the appropriate Apex file.

NOTE: This file will NOT change any data or user permission sets within your Salesforce instance.

If you are not already logged into your Salesforce instance, log in. You will be brought to the package

installation wizard.

Click Continue.




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Click Next.

Select Grant access to all users. Click Next.




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Click Install.

The package has been successfully installed.




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APPENDIX: InGenius Connector Enterprise Console Buttons

Agent: Logout

Agent: Change state to ready

Agent: Change state to not ready

Agent: Login

Agent: Change state to busy

Agent: Wrap up

UI: Dial (New Call)

UI: Speed dial

Call: Dial (In Call)

Call: Answer

Call: Release (Hang Up)

Call: Reject

Call: Hold

Call: Retrieve

Call: Blind conference (Consult call is joined into conference immediately)




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Call: Blind transfer (User is released immediately)

Call: Consult Call

Call: Complete consult call as a conference

Call: Complete consult call as a transfer

Call: Join calls (into a conference)

Call: Automatic transfer (User is released after the consult call is established)

Call: Automatic conference (Consult call is joined into the conference after the consult call is established)

Call: Split and hold (Conference action - Put this participant on hold, and talk to the rest of the conference)

Call: Split and follow (Conference action - Put the entire conference on hold, and talk to this participant only

Call: Split and Release (Conference action - Release this participant from the conference)


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