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Altigen Alti-MSCRM 2.0 Server And Client Manual

For altiware open edition (oe/acc) release 5.0, and alticontact manager (acm) release 5.0
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Alti-MSCRM
2.0
™
for AltiWare Open Edition (OE/ACC) Release 5.0,
and AltiContact Manager (ACM) Release 5.0
Server and Client Manual
Revised 04/2004

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Summary of Contents for Altigen Alti-MSCRM 2.0

  • Page 1 Alti-MSCRM ™ for AltiWare Open Edition (OE/ACC) Release 5.0, and AltiContact Manager (ACM) Release 5.0 Server and Client Manual Revised 04/2004...
  • Page 2 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.

  • Page 3: Table Of Contents

    Contents Introduction ........1 About Alti-MSCRM .
  • Page 4 Alti-MSCRM Manual...

  • Page 5: Introduction

    Microsoft CRM for sales and service automation can further enhance employee productivity by integrating contact center screen pop capability from AltiGen. AltiGen’s Microsoft CRM integration offers the following capabilities to contact center agents’ desktops through the AltiAgent client: • Defining of individual workgroup preferences to screen pop one of the following Microsoft CRM web pages: —...

  • Page 6: New In Version 2.0

    • Option to minimize Microsoft CRM window when call is completed. New in Version 2.0 • Answering script for workgroup agents • Search and dial buttons • Call logging • Data loading performance optimization Package Contents The following items are included in the Alti-MSCRM (v1.5) package: •...

  • Page 7: Alti-Mscrm Upgrade Path

    • Microsoft Windows 2000 (Server or Professional), or Microsoft Windows XP (Professional). • Microsoft Internet Explorer 6.0 with Service Pack 1 or later. • Microsoft Windows 98 Second Edition (compatible but not recommended) Note: Alti-MSCRM 1.5 can work with ACM 4.6 SP1 or ACM 5.0, but Alti-MSCRM 1.5 and ACM 5.0 cannot be installed in the same machine.
  • Page 8 Alti-MSCRM Manual...

  • Page 9: Installation

    H A P T E R Installation Installation of Alti-MSCRM requires two steps — installation of the Alti- MSCRM Server and installation of the Alti-MSCRM client. Alti-MSCRM also uses AltiCRMItgServ, a type of service that provides integration service between AltiWare and Microsoft CRM. Note: When making changes in the Alti-MSCRM Server configuration screen, the Services window should be closed and AltiCRMItgServ service should be disabled/stopped.
  • Page 10 Open the Alti-MSCRM Server Startup Configuration window by going to Programs>Alti-MSCRM Server>Alti-MSCRM Server Startup Configuration. Figure 1. Alti-MSCRM Server Startup Configuration window In the Microsoft CRM Settings section: a. MSCRM Root - enter the web site IP address and directory path to the Microsoft CRM Server Root directory.
  • Page 11 IMPORTANT NOTES: • During the installation procedure, the Install MSCRM Event Handler check box is checked by default and cannot be unchecked, which means the user must enter the correct database parameters when installing Alti-MSCRM Server 1.5. • The event handler will use the domain account to logon, so the user must enter the correct domain account and password, even if Register Alti-MSCRM service upon exit option is not checked.
  • Page 12 Start the Alti-MSCRM Service from the Services window. Figure 2. Alti-MSCRM Service, Services window Alti-MSCRM Manual...

  • Page 13: Installing And Configuring Alti-Mscrm Client

    Installing and Configuring Alti-MSCRM Client Notes: • If the AltiWare system associated with Alti-MSCRM is changed or needs to be changed, the user also needs to restart AltiClient to point to the new AltiWare system. Also, if both systems share the same AltiClient extensions, and you are switching between systems, make sure the AltiClient extension from the first system disconnects from Alti-MSCRM before launching the AltiClient extension with Alti-...
  • Page 14 The installation will run Alti-MSCRM Client the first time after installation and launches the following Alti-MSCRM Client login window. Figure 3. Alti-MSCRM Client login window Note: The installation will put Alti-MSCRM Client in the “Start” menu, so that if the agent machine reboots, Alti-MSCRM Client can be started as well.

  • Page 15: Microsoft Issues

    After Alti-MSCRM Client is launched, if AltiAgent is properly connected, Alti-MSCRM Client will be indicated by a blue AltiGen logo in the Windows task bar AND the Microsoft CRM window will pop up. A red AltiGen logo indicates Alti-MSCRM Server is disconnected. A gray AltiGen logo indicates Alti-MSCRM is not bound with AltiClient.
  • Page 16 Alti-MSCRM Manual...

  • Page 17: Alti-Mscrm Screen Pop Configuration

    H A P T E R Alti-MSCRM Screen Pop Configuration After Alti-MSCRM Server and Client have been installed and connected, you can use the Alti-MSCRM Screen Pop Configuration page to configure the Alti-MSCRM screen pop using Microsoft Internet Explorer. To access this web-based configuration, in the address field, enter the IP address of the Microsoft CRM Server location, followed by /altigencrm/.
  • Page 18 Figure 2. Tag Definition page Account ID Pops a Microsoft CRM account page based on caller-entered 10 digit account number Order ID Pops an Microsoft CRM order page based on caller-entered order number Invoice ID Pops a Microsoft CRM invoice page based on caller-entered invoice number Case ID Pops a Microsoft CRM case page based on caller-entered case ID...
  • Page 19 Contract ID Pops a Microsoft CRM contract page based on caller-entered contract number Phone Num Pops a Microsoft CRM phone number page based on phone number Product ID Pops a Microsoft CRM product page based on caller-entered product ID Notes: •...

  • Page 20: Extension Configuration

    Extension Configuration The Extension Configuration web page shows all the extensions number associated with the AltiWare system. Figure 3. Extension Configuration page The following fields are shown: • Extension Number—displays all the extension numbers associated with the AltiWare system. Up to 20 extensions are shown, per page. •...
  • Page 21 — Account/Caller ID - will match each contact’s “Main Phone” or “Other Phone” — Account/Account Number — Order/Order Number — Invoice/Invoice Number — Case/Case Number — Contract/Contract Number — Product/Product Number • Call Log—This option allows the administrator to pop a separate screen pop to track an agent’s extension activity and history, which can be logged by contacts, accounts, or case numbers.
  • Page 22 • Pop New Page if no match—when checked, Alti-MSCRM will pop a blank contact page if no match is detected. Figure 4. Blank Contact page Alti-MSCRM Manual...
  • Page 23 Incoming Call with Matched Data When a call comes into the extension and matches the corresponding field, Alti-MSCRM will pop the screen of matching information from the Microsoft CRM database. For example, if a customer calls Extension 107 and the caller uses AltiWare’s AA/IVR to input an Product ID Number (9873, for example), the corresponding Microsoft CRM Product page matching that Product ID Number will be popped on top of the AltiClient screen.
  • Page 24 Incoming Call with Matched Data to be Logged When the call is finished (either agent or caller hangs up), and IVR data matches a case number (or contact /account number), an activity log will be generated to the case (or contact/account number) and an Alti-MSCRM Call Log window appears.

  • Page 25: Operational Notes

    Incoming Call with No Matched Data When the call is finished and no IVR data is available, or the IVR data does not match any case number (or account/contact number), the system will use caller ID to search account or contact number. If there is still no match, the system will no create any log for this call to the MSCRM database and an Alti-MSCRM Call Log window appears.

  • Page 26: Dnis/Workgroup Configuration

    DNIS/Workgroup Configuration In the DNIS/Workgroup Configuration web page, you can set up additional screen pop rules based on DNIS digits collected from the incoming call and/or based on the workgroup number accessed by the caller. Figure 10. DNIS/Workgroup Configuration page Notes: •...
  • Page 27 • If an AltiWare DNIS entry has a name assigned, when creating the DNIS/Workgroup screen pop for that DNIS, Alti-MSCRM’s screen pop rules are case-sensitive — you will need to use the exact DNIS name instead of DNIS number. For example, if you have DNIS number “2526607” assigned as “ABC” in AltiWare, and a DNIS/Workgroup screen pop in Alti-MSCRM is created using “abc,”...
  • Page 28 • Product/Product Number (Optional) In the field below the Pop Page/Match drop-down list, you can enter a pre-defined web page that will pop for the agent. Figure 12. Pre-definable Web Page Field A suggested use for this feature is to prepare an agent answering guide or agent script as a web page, configured to pop to a workgroup to guide the workgroup agents with key information—product information, current inventory levels, sales script, etc.—while...

  • Page 29: Operational Notes

    Incoming Call with Matched Data When a call comes into the AltiAgent and matches a corresponding DNIS and/or Workgroup Number entry, Alti-MSCRM will pop the screen of matching information from the Microsoft CRM database. For example, if a customer calls Workgroup Number 302 with DNIS digits 2521302, and the caller uses AltiWare’s AA/IVR to input an Order Number (01003, for example), the corresponding customer’s Order Number will be popped on top of the AltiClient screen.
  • Page 30 • If hardware performance becomes an issue (Microsoft CRM entry screens pop up too slow), it is recommended that you keep only up to eight (8) screens open on your desktop at all times. • If Alti-MSCRM is not integrated with the Microsoft CRM server, the web page pop on the DNIS/Workgroup Configuration page can still be configured and will still pop to the AltiAgent if the DNIS or Workgroup number matches.
  • Page 31 At the same time, a Microsoft Internet Explorer dialog box will prompt you to save your changes to the Microsoft CRM entry record or to close the record without saving the changes. Figure 17. Navigate Away Dialog Box Pressing OK will allow the next screen pop to appear in place of the old Microsoft CRM entry.

  • Page 32: Sample Scenario

    Sample Scenario After Alti-MSCRM is configured, in an AltiWare environment, Alti- MSCRM should function as follows: AltiWare’s Auto Attendant/IVR is configured to collect digits based on Account ID, Case ID, etc. Figure 18. Auto Attendant/IVR Configuration page Alti-MSCRM Manual...
  • Page 33 In the DNIS/Workgroup Configuration web page of Alti-MSCRM, a rule is created and configured to pop a screen pop when an AltiAgent receives an external call going to Workgroup Number 302. Figure 19. Screen Pop Rule After the rule is configured, the rule appears in the DNIS/Workgroup Configuration web page.
  • Page 34 AltiAgent receives an external call from 5102522222. Figure 21. Alti-Agent Main Window Alti-MSCRM will display the screen pop for the Microsoft CRM entry with the matching information. Figure 22. Microsoft CRM Matched Entry Screen Pop Alti-MSCRM Manual...

  • Page 35: Sample Answer Guider

    Sample Answer Guider The answer guider feature in Alti-MSCRM allows for a web page to be popped that is intended as an agent answering guide or agent script. The answer guider can be configured to pop to a workgroup agent to provide key information—product information, current inventory levels, sales script, etc.—while handling a customer call.
  • Page 36 Select a real directory to match the virtual directory. Figure 25. Virtual Directory Creation Wizard - Web Site Content Directory Make sure there is a screen pop file in the real directory. Figure 26. Confirm screen pop file exists Once configured, when a call comes into Workgroup 100, before an agent answers the call, WG100.htm will pop up on the agent’s screen.

  • Page 37: Microsoft Business Solutions Customer Relationship Man

    H A P T E R Microsoft Business Solutions Customer Relationship Management After you have Alti-MSCRM Server integration, Alti-MSCRM Client and AltiClient running and Alti-MSCRM screen pops configured, Alti- MSCRM will pop screen pops based on database information in the Microsoft CRM program.
  • Page 38 Start>Settings>Internet Options, select the Security tab, select Custom Level. Scroll to the very last option — User Authentication — and change the logon to Automatic logon with current username and password. • Be sure not to exceed your company’s license limit for Microsoft CRM.
  • Page 39 When the user clicks on the Search & Dial button, or when Search & Dial is selected from the menu list, this pops an Alti-MSCRM Search & Dial page. Figure 3. Search & Dial Popup Window A user can search by Contact, Account or Lead from this web page. When an entry is opened, the user can use the Dial button to call the phone number(s) associated with the entry.
  • Page 40 After clicking on the Dial button, a new window pops up displaying all available numbers for the contact—Business Phone, Home Phone, Mobile Phone and Pager. Figure 5. Dial Window To dial a number, click the number in the field of the desired entry. Alti-MSCRM Manual...

  • Page 41: Index

    Index Phone Num 15 Product ID 15 sample answer guider 31 Account ID 14 Screen Pop Configuration 13 address AltiGen Communications, Inc. ii AltiGen Communications phone numbers ii tag definitions 13 AltiGen Communications, Inc. Account ID 14 address ii Case ID 14...

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