Professional Documents
Culture Documents
Users Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated
without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright 2008-2012 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys is the world's leading provider of customer service and contact software - with more than 4,000 customers in
80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely
positioned to help companies bring their people, insights and customer channels together to effectively drive today's
customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value
of customer engagement and differentiating the experience by driving personalization and multi-channel customer
service - and extending customer service across the enterprise to optimize processes and the performance of
customer-facing employees. Go to www.genesyslab.com for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales
representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the
time of release, Genesys Telecommunications Laboratories, Inc. cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All
other company names and logos may be trademarks or registered trademarks of their respective holders. 2012
Genesys Telecommunications Laboratories, Inc. All rights reserved.
The Crystal monospace font is used by permission of Software Renovation Corporation,
www.SoftwareRenovation.com.
Table of Contents
Preface ....................................................................................................7
Intended Audience ...................................................................................7
Chapter Summaries .................................................................................8
Document Conventions ............................................................................8
Document Version Number ..................................................................9
Type Styles ..........................................................................................9
Monospace ..........................................................................................9
Correction of Errors in Screen Captures ............................................ 10
Use of Square Brackets .....................................................................10
Use of Angle Brackets .......................................................................10
Related Resources .................................................................................10
Genesys Resources ..........................................................................10
Microsoft Resources ..........................................................................11
Contacting Genesys Technical Support ..................................................11
Making Comments on This Document ....................................................12
Chapter 1
Chapter 2
Chapter 3
Phone Control.......................................................................................33
Receiving a Call .....................................................................................33
Making a Call .........................................................................................35
Holding/Retrieving a Call ........................................................................38
Hanging Up a Call ..................................................................................39
Transferring a Call ..................................................................................40
Conferencing ..........................................................................................42
Alternating Between Calls ......................................................................44
Chapter 5
Outbound Controls...............................................................................47
Getting the Next Record .........................................................................47
Auto Selection Mode ..........................................................................47
Manual Selection Mode .....................................................................48
Rejecting a Record .................................................................................48
Canceling a Record ................................................................................49
Individual Record ...............................................................................49
Record Chain .....................................................................................50
Marking a Record as Do Not Call ...........................................................50
Individual Record ...............................................................................50
Record Chain .....................................................................................51
Rescheduling a Record ..........................................................................52
Personal Callback ..............................................................................52
Campaign Callback ............................................................................53
Dialing a Record .....................................................................................55
Marking a Record as Done .....................................................................56
Transferring or Conferencing a Record ..................................................57
Chapter 6
Chapter 7
Appendix A
Preface
Welcome to the Gplus Adapter for Microsoft Dynamics CRM User's Guide. This
guide provides step-by-step instructions for performing common contact center
tasks using the Gplus Adapter for Microsoft Dynamics CRM. Please use this
guide in conjunction with the Genesys production documentation found on the
Documentation Library CD. This chapter provides an overview of this document,
identifies the primary audience, introduces document conventions, and lists
related reference information:
Intended Audience
Chapter Summaries
Document Conventions
Related Resources
Contacting Genesys Technical Supportt
Making Comments on This Document
Intended Audience
This guide is primarily intended for Gplus Adapter end users. This group includes contact center
managers, system administrators, supervisors, and agents.
This guide may also be helpful to:
Genesys customers who have purchased the Gplus Adapter and want to become familiar
with the delivered solution.
System Integrators (SIs) deploying the Gplus Adapter at customer sites.
Value-added resellers (VARs).
Those using the Gplus Adapter for contact center pilot projects.
Customers where Gplus Adapters will be used on a divisional or departmental basis
The guide assumes that you have a basic understanding of:
Computer-telephony integration (CTI) concepts, processes, terminology, and applications.
Network design and operation.
Your own network configurations.
Preface
Chapter Summaries
Internet Explorer 8.0 or higher Other internet browsers such as Chrome, Firefox, Opera,
etc or versions of Internet Explorer lower than 8 are not supported!
Genesys Framework
Microsoft Dynamics CRM 2011
Genesys Enterprise and Media Routing
Genesys Open Media
Genesys Outbound Contact Server
IIS 7.0 Administration
Chapter Summaries
In addition to this preface, this guide contains these additional chapters and appendixes:
Document Conventions
This document uses some stylistic and typographical conventions with which
you might want to familiarize yourself.
Preface
Document Conventions
Type Styles
Italic
In this document italic is used:
When a term is being defined.
Example
A customary and usual practice is one that is widely accepted and used within a
particular industry or profession.
For emphasis. For example, Do not use this value for this option.
For variables, for example, x +1 = 7 where x stands for . . .
Monospace
A monospace font, which is shown in the following examples, is used for:
All programming identifiers and GUI elements. This convention includes the names of
directories, files, folders, paths, scripts, dialog boxes, options, fields, text and list boxes, all
buttons including radio buttons, check boxes, commands, tabs, CTI events, and error
messages; the values of options; logical arguments and command syntax; and code
samples.
Examples
Select the Show variables on screen check box.
Click the Summation button.
On the Properties dialog box, enter the value for the host server in your environment.
In the Operand text box, enter your formula.
Click OK to exit the Properties dialog box.
The following table presents the complete set of error messages T-Server distributes
in EventError events.
If you select true for the inbound-bsns-calls option, all established
inbound calls on a local agent are considered business calls.
For any text the user must manually enter during a configuration or installation procedure:
Example
Enter exit at the command line.
Preface
Related Resources
Related Resources
Genesys Resources
Consult these additional Genesys resources as necessary:
The Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide, which
introduces concepts and terminology for this product, overviews product architecture, and
describes system requirements and how to install and configure this product.
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library CD and which provides a comprehensive list of the Genesys and
CTI terminology and acronyms used in this document.
The Release Notes and Product Advisories for this product, which are available on the
Genesys Technical Support website at http://genesyslab.com/support.
Information on supported hardware and third-party software is available on the Genesys
Technical Support website in the following documents:
Genesys Supported Operating Systems and Databases
Genesys Supported Media Interfaces
Genesys product documentation is available on the:
Genesys Technical Support website at http://genesyslab.com/support.
10
Preface
Genesys Documentation Library CD, which you can order by e-mail from Genesys Order
Management at orderman@genesyslab.com.
Microsoft Resources
Microsoft provides extensive documentation for the Microsoft Dynamics CRM 2011 product, both
on the installation media and within the Microsoft CRM Help system. Documentation for the
Microsoft CRM 2011 product is available in Adobe Acrobat format (.pdf) and in Microsoft Word
format (.doc) on the Microsoft CRM Documentation CD. The Microsoft Business Solutions CRM
Getting Started Guide is also available within the Microsoft CRM Help system. The Help system
also provides a tutorial on Microsoft CRM.
The following contact information was correct at time of publication. For the
most up-to-date contact information, see the Contact Information on the Tech
Support website. Before contacting technical support, refer to the Genesys
Technical Support Guide for complete contact information and procedures.
Telephone
+888-369-5555 (toll-free)
+506-674-6767
support@genesyslab.com
+44-(0)-1276-45-7002
support@genesyslab.co.uk
Asia Pacific
+61-7-3368-6868
support@genesyslab.com.au
Malaysia
1-800-814-472 (toll-free)
+61-7-3368-6868
support@genesyslab.com.au
India
000-800-100-7136 (toll-free)
+61-7-3368-6868 (International)
support@genesyslab.com.au
Japan
+81-3-6361-8950
support@genesyslab.co.jp
11
Preface
12
Chapter
13
14
Monitor and/or change agent status (from Ready to Not Ready with or without reason, and
vice versa)
Monitor and/or change agent status on an individual media basis (ready on Voice, not ready
on Email)
Monitor and/or change Genesys status (Sign On and Sign Off capabilities)
Chapter
NOTE: The intent of this document is to outline the capabilities of the Gplus
Adapter and outline how one can access and manage such capabilities. The
focus of this document is not on the Microsoft CRM 2011 application. Refer to the
appropriate Microsoft documentation for information regarding Microsoft CRM
2011. The following instructions assume that the Microsoft CRM 2011 application
is operational and accessible to the user, and that the user is familiar with its
features and functionality.
15
Follow the steps outlined below to gain access to the Gplus Adapter:
1. Open an Internet Explorer 8 (or higher) browser window, enter the following URL address:
Operating Gplus Adapter in default mode:
http://<MsCrm host>:<MsCrm port>/isv/main.aspx
2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011
administrator.
An initialization icon appears as the adapter connects with the Genesys environment. Any
connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the users
ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the
inclusion of the softphone controls as shown in Figure 1 on the following page.
Note:
16
Users who do not possess the proper security role at sign-in will be automatically
redirected to the root page of the Microsoft CRM 2011 application without warning.
Refer to Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide for
further details.
The Gplus Adapter will retain the username and place values entered by the agent
and preset such information on any future sign-in requests. However, the agent will
maintain the ability to modify the parameters accordingly.
Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM
window will change state, as shown in Figure 2. At this point of the sign-in process, the agent will
be classified as logged into the Genesys environment, and will be reflected as such in CCPulse.
The colored bar immediately above the sign-in section, which from this point forward will be
referred to as the Agent Media menu bar, reflects the agent state. A red bar indicates that the
agent is Not Ready across all media types. A green bar indicates that the agent is in a Ready
state on all media and a yellow bar indicates a mixed state with the various media types in the
agent place being in different states.
17
Note:
The Gplus Adapter will reflect the current state of the physical phone set at sign-in.
If your phone was logged in and ready prior to signing into the Gplus Adapter, you
will be automatically placed into a Ready state. Conversely, your state will read Not
Ready if your phone was either logged out and/or not ready at sign-in.
The sign-out process does not close any outstanding MS CRM entity forms,
including the Phone Call form. The forms are independent of the sign-in and sign-out
process.
Select the Go Ready button in the Agent Media menu bar, as shown in Figure 5.
19
Note:
This command will place all media types into Ready regardless of what state
each of the media types was in prior to selecting the Go Ready option.
Once the Ready command is processed all media types are in a ready state, as is reflected with a
green bar above the Agent Media menu bar. A review of the place state will also confirm that all
media types are in the same agent state.
Reason Codes are configured by your system administrator in the Genesys Configuration Management
Environment (CME). Refer to the Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide for further
information.
20
Note:
This command will place all media types into Not Ready, for the reason specified,
regardless of what state each of the media types was in prior to selecting the
Go Not-Ready option.
Once the Not Ready command is processed all media types are in a not ready state, as is
reflected with a red bar above the Agent Media menu bar. A review of the place state will also
confirm that all media types are in the same agent state. As a visual reminder to the agent, the
chosen not ready reason is also highlighted in the not ready list under the Go Not-Ready button,
as shown in Figure 7.
21
Note:
Changing the agent state on an individual media type may result in a mixed state.
A yellow bar immediately above the Agent Media menu bar reflects the fact that
not all media types are of the same agent state.
22
Note: Not Ready is the only option available when placing a single media type into a
not ready state. Not Ready reasons only appear at the place level.
23
1. While the interaction in question is still active, select the Go Not-Ready button from the Agent
Media menu bar, with the reason After Call Work as shown in Figure 12 below.
Note:
24
Chapter
Softphone Overview
This section provides a basic overview of the softphone controls provided by the
Gplus Adapter. The information in this chapter is divided among the following
topics:
MS Entity Form
In terms of the MS Entity form, the media control section is located in top-right section of the form,
as shown in Figure 13 on page 26, which from this point forward will be referenced as the
Softphone menu bar. In addition to incorporating the necessary media features, the Softphone
menu bar displays information about the interaction to better help agents understand the state of
the interaction, and to help them distinguish between interactions should the form be associated
with more than one interaction.
Note:
There is no specific form that contains the Softphone menu bar. Through
configuration settings, administration determines which MS entity form(s) contain
the softphone controls.
25
Interaction Tabs
The media controls on the Agent Media bar appear in a separate tab, which from this point
forward will be known as an interaction tab. (see Figure 14 below) Similar to the media controls
on the MS Entity form, each interaction tab contains only the media controls related to a single
phone call. Additional tabs appear when multiple phone calls are handled by the agent. Unlike the
controls on the MS Entity form, the media controls on a specific interaction tab do not
automatically disappear with the release of the call. While the controls are disabled to prevent
further use, the tab itself remains visible until the agent manually moves focus to another tab.
26
Softphone Controls
The following chart identifies and explains the various media control features that appear in the
various media control sections. The availability of each of the following buttons is dependent on
the type, and current state of the interaction.
Button
Description
Answer the selected call.
Hang up the selected consult call without
completing the call as either a transfer or
as a conference
Cancel an outbound record, or all
chained records, so that the record(s) is
never dialed or re-sent to another agent.
Media
Voice
Voice
Outbound
Voice
Voice
Voice
Voice
Voice
Voice
Voice
Voice
Voice
Voice, Outbound
27
Button
Description
Accept, or take ownership of, the
incoming interaction.
Media
Multi Media
Outbound
Outbound
Outbound
Voice
A. State Icon: Identifies the media state in image form. A green icon represents Talking/ In
Progress, a red icon represents Hold, and a yellow icon represents a Ringing/Received state.
B. Media Type: Identifies the type of interaction associated with the specific media control
section, and/or the direction of the interaction (i.e. Inbound, Outbound, In-Internal, OutTransfer, E-Mail, Fax, Preview, Predictive).
C. Phone Number: Identifies the phone number of the caller associated with the specific media
control section (not displayed with multi media interactions).
D. Media State: Identifies the state of the interaction associated with the specific media control
section (i.e. Held, Talking, Ringing, In Progress).
28
Note:
There is a single Softphone menu bar associated with a MS entity form. However,
the menu bar can maintain multiple interactions. For example, in a multiple phone
call scenario, the menu is divided into tabs with each tab maintaining the necessary
controls for one of the phone calls.
State Indicator
Description
The gray icon indicates an Unknown state. This
indicator most often appears during times of
disconnect from the Genesys environment.
The red icon indicates that the agent is in a Not
Ready state across all media types.
The green icon indicates that the agent is in a
Ready state across all media types.
The yellow icon indicates that the agent is in a
mixed state. Some media types are classified
as Ready while other media types are in a Not
Ready state.
Shortcut Keys
All Gplus Adapter sections embedded in the Microsoft CRM 2011 application contain shortcut
keys for easier navigation. For all sections the shortcut keys operate in a similar manner. The
button or element on the left-most side of the Adapter section has a shortcut key of ALT 1, with
the number incrementing for each subsequent button/element in the section. The following
examples highlight the process.
29
Answer
Release
Retrieve
Note:
ALT 1
ALT 2
ALT 3
Hold
Transfer
Conference
ALT 4
ALT 5
ALT 6
Consult
Send DTMF
Home
ALT 7
ALT 8
ALT 0
If a button is not visible in the menu bar due to administrative settings, the shortcut
keys of the subsequent buttons do not change (i.e. If Transfer is removed, the
shortcut key for Conference remains ALT 6)
Release
Retrieve
Note:
ALT 1
ALT 2
Hold
DTMF
ALT 3
ALT 4
Home ALT 0
Regardless of available buttons displayed in the Softphone menu bar, the Home
button always maintains the shortcut key ALT 0.
Accept
Reject
30
ALT 1
ALT 2
About
Sign Off
Place State
ALT 1
ALT 2
ALT 3
Go Ready
ALT 4
Go Not-Ready ALT 5
Make Call
ALT 6
Interactions ALT 7
The Agent Media menu bar has an additional shortcut key of ALT 0. This shortcut will return the
user to the last MS entity form from which the user selected the Home button.
Note:
Lists in any section of the softphone controls, can be navigated using UP and DOWN
arrows keys. (i.e. Not Ready reasons, Interactions list)
31
There are two shortcut keys associated with all dialog boxes that appear in both the Agent Media
menu bar and the Softphone menu bar sections of the Gplus Adapter application.
ENTER
Selecting the ENTER key in a dialog box with initiate the Dial command for
Consult and Make Call scenarios, and the Two-Step command in all Transfer
and Conference scenarios.
ESC
Selecting the ESC key in a dialog box will initiate the Cancel command.
Note:
32
In dialog box scenarios wherein the Two-Step option is not available due to
administrative settings, the ENTER key will initiate the One-Step command.
Chapter
Phone Control
This section covers basic contact center telephony operations as they are
performed through the Gplus Adapter component of the Microsoft CRM. The
information in this chapter is divided among the following topics:
Receiving a Call
Making a Call
Holding and Retrieving a Call
Hanging Up a Call
Transferring a Call
Conferencing
Alternating Between Calls
The following phone control sections reference the Phone Call form during the
initial stages of the call flow. However, which form to display at the
Ringing/Dialing stage is configurable. Please note that the following
instructions may not be an exact replication of your particular installation.
The following sections focus on the phone controls embedded within the MS
Entity form. However, it is also possible to perform such phone actions through
the appropriate Interaction tab located on the Agent Media menu bar.
Receiving a Call
When receiving an incoming call, a Phone Call form (and/or a form for another MS CRM entity),
opens showing all available information about the call, such as Call Initiator, Phone Number and
Call Direction. The Softphone menu bar for the incoming call appears at the top of the form, as
shown in Figure 13 on page 26. As indicated in Figure 15, only the Answer and Release buttons
are made available to the agent as these are the only two actions that can be performed at this
point of the call flow.
33
Receiving a Call
If the AutoAnswer configuration option is set to true, the call will be answered
automatically and you will not need to select Answer.
When the call is answered, the call interaction enters a Talking state, as shown in the figure
below. The agent can now interact with the caller and perform additional phone functionality
which is also highlighted in Figure 16.
Note:
34
An algorithm in the Adapter determines the incoming call information that populates
the fields in the Phone Call form. For example, if several customers share a common
phone or contact number, the Call Initiator field of the Phone Call form displays the
name or identifier of the first customer found in the database, and all fields are
populated with this customers information.
Making a Call
Making a Call
There are numerous ways to make an outgoing call:
A. Make Call Option
To make an outbound call using the Make Call option, complete the following steps:
1. Select the Make Call option in the Agent Media menu bar as shown in Figure 18.
2. Enter the phone number of the destination for the outbound call, select a phone number
from the configured Speed Dial list, or select the Search icon to locate the phone number
associated with a specific contact
3. Select the Dial button
35
Making a Call
Note:
Note:
36
Making a Call
To make an outbound call using the Contact Search option, complete the following steps:
1. Locate the contact using the search capabilities provided by the Microsoft CRM 2011
application.
2. Select the Dial icon adjacent to the appropriate phone number, as shown in Figure 22 on
the following page.
Note:
The existence of the Dial icon used in the Contact Search option is configurable.
Administration determines on which MS entity form(s) the Dial icon appears.
3. A Phone Call form (and/or a form for another MS CRM entity), opens showing all
available information about the call, such as Call Initiator, Phone Number and Call
Direction. The phone control section for the outgoing call appears at the top of the form.
When the outbound call is answered, the call interaction enters a Talking state, as shown in
the figure below. The agent can now interact with the caller and perform additional phone
functionality which is also highlighted in Figure 23.
37
Holding/Retrieving a Call
associated with the current phone call from the Interactions List in the Agent Media menu
bar. This action will redirect focus to the Phone Call form (as is demonstrated in Figure
17 on page 34)
Holding/Retrieving a Call
At any time during an active phone call, the agent may need to place the call on hold, or retrieve
a held call. These phone actions are performed through the Softphone menu bar on the Phone
Call form, or through the appropriate interaction tab on the Agent Media menu bar.
To place a call on hold:
1. Select the Hold button, for the appropriate call, from the phone control section as shown in
Figure 24.
38
Hanging Up a Call
Hanging Up a Call
When the agent is finished their interaction with the caller, or with the consulting party, they may
need to release the call. The actions taken by the agent vary slightly between a consult call and a
customer call.
A. Hanging up a customer call
To release the original call:
1. Select the Release button from the appropriate phone control section, as shown below.
39
Transferring a Call
Transferring a Call
When the agent is interacting with the caller, the agent may decide for any reason to transfer the
call to another party.
Note:
40
Transferring a Call
2. Enter the phone number of the destination to where the call is to be transferred, select a
phone number from the configured Speed Dial list, or select the Search icon to locate the
phone number associated with a specific contact.
3. Select the Two Step button, as shown in Figure30 on below.
The agent can always stop the transfer process by selecting the Cancel button before
the consulting agent has answered the call. Should an agent do this, they
still will be required to select the Retrieve button to retrieve the original call from hold.
41
Conferencing
B. One-Step Transfer
A one-step transfer allows the agent to transfer the call directly to the next agent. The initial
agent is removed from the call without any consultation with the receiving agent.
To initiate a one-step transfer, complete the following steps:
1. Select the Transfer button for the appropriate phone call, as shown in Figure 29.
2. Enter the phone number of the destination to where the call is to be transferred, select a
phone number from the configured Speed Dial list, or select the Search icon to locate the
phone number associated with a specific contact.
3. Select the One Step button, as shown in Figure 30 on the previous page.
All phone controls associated with the transferred call are removed from the Phone Call form.
The agent will not view, or be able to perform, any further phone functions for the call. The
Phone Call Form remains open and active after its associated call is transferred. The agent
must manually save and/or close the form when they have finished with its content. The
interaction associated with the phone call remains in the Interactions List on the Agent Media
menu bar until the form is closed. In terms of the interaction tab, the phone controls are still
visible but are no longer active and the tab remains in existence until the agent manually
moves focus to another tab.
Conferencing
When the agent is interacting with the caller, the agent may decide for any reason to involve
another agent or another party in the phone call.
Note:
42
Conferencing
B. One-Step Conference
A one-step conference allows the agent to conference the second party into the original call
without any initial consultation.
To initiate a one-step conference:
43
1. Select the Conference button for the appropriate phone call as shown in Figure 35.
44
Modifying call state through the tabs is a configurable option set by administration.
If deactivated, the agent is required to actually select the Retrieve and Hold buttons
in addition to selecting the appropriate tabs.
45
46
Chapter
Outbound Controls
This section covers basic Outbound operations as they are performed through the
Gplus Adapter component of the Microsoft Dynamics CRM. The information in
this chapter is divided among the following topics:
47
Rejecting a Record
Rejecting a Record
To reject a record, complete the following steps.
1. Select the Reject button, as shown in Figure 42.
48
Canceling a Record
Note:
Canceling a Record
The Cancel action can be applied to either an individual outbound record or to an entire chain of records.
Once canceled an outbound record and/or associated record chain is not dialed and is not re-sent to any
other available agent.
Individual Record
To cancel a single record, complete the following steps.
1. Select the Cancel button.
2. From the Cancel drop down list select the option Selected Record, as shown in Figure 44.
49
Record Chain
To cancel a record chain, complete the following steps.
1. Select the Cancel button.
2. From the Cancel drop down list select the option All Records, as shown in Figure 45.
Individual Record
To mark a single record as Do Not Call, complete the following steps.
1. Select the Do Not Call button.
50
2. From the Do Not Call drop down list select the Selected Record option, as shown in Figure
46.
Record Chain
To mark an entire record chain as Do Not Call, complete the following steps.
1. Select the Do Not Call button.
2. From the Do Not Call drop down list select the All Records option, as shown in Figure 47.
51
Rescheduling a Record
Rescheduling a Record
Rescheduling a record delays the processing of a specific outbound record to a later date and time. Only
individual records can be rescheduled; not record chains. However, the reschedule option is available in
all campaign modes and at all stages of the record process: at the preview stage, on an active call and
after the call is released.
Note:
There are two types of rescheduled records: Personal Callbacks and Campaign Callbacks.
Personal Callback
A personal call back is a rescheduled record that is designated for a specific agent. When the time arrives
to process the record again, Genesys will target the agent who initially rescheduled the record.
To reschedule a record for personal callback, complete the following steps.
1. Select the appropriate record to reschedule (e.g. home, office, mobile).
2. Select the Reschedule button.
3. Select an appropriate date from the calendar. The acceptable date range within which the
record can be rescheduled is highlighted. (See Figure 48 on the following page) The record
cannot be rescheduled outside of this date range. Select an appropriate time for which to
reschedule the record according to the format outlined by administration (i.e. 12-hour or 24hour format).
4. Check the Personal Callback checkbox.
5. Select the Reschedule button.
6. Select the Mark Done button.
Note:
52
Rescheduling a Record
Campaign Callback
A campaign callback is a rescheduled record that is not associated with any particular agent. When the
time arrives to process the record again, Genesys will target any agent belonging to the appropriate
campaign.
To reschedule a record for campaign callback, complete the following steps.
1. Select the appropriate record to reschedule (e.g. home, office, mobile).
2. Select the Reschedule button.
53
Rescheduling a Record
3. Select an appropriate date from the calendar. The acceptable date range within which the
record can be rescheduled is highlighted. (see Figure 49) The record cannot be rescheduled
outside of this date range.
Note:
54
Dialing a Record
Dialing a Record
Ability to dial the phone number associated with a given record is a feature of all outbound campaigns.
However, the button is only enabled when the agent is not already engaged in another phone call. Agents
are free to dial the same phone number, or related phone numbers, multiple times. All such follow-up
calls are associated with the same screen pop and are assigned the same disposition code.
To dial a record, complete the following steps.
1. Select the appropriate phone number to call (e.g. home, mobile, office).
55
Note:
Selecting the Dial button effectively negates any previously selected outbound action.
Note:
Until Mark Done is selected, the agent can modify any pending outbound actions. (e.g.
change reschedule date, change from Reject to DNC)
56
57
58
Chapter
Accepting an Interaction
Rejecting an Interaction
Complete Handling
The following media control sections reference the E-mail activity form. However,
which form to display at the Receiving stage is configurable. It is also
configurable as to which form will include the media control section at the top of
their window. Please note that the following instructions may not be an exact
replication of your particular installation.
Multi Media controls only appear on the MS Entity form. There is no associated interaction tab for multi
media on the Agent Menu bar.
Accepting an Interaction
When an agent receives a multi media interaction (i.e. letter, e-mail, fax) the agent must initially
accept the interaction to prevent the interaction from being reclaimed by Genesys. Should the
agent fail to accept the interaction, Genesys will retrieve ownership of the interaction after a
specified period of time.
To accept a received interaction, complete the following steps as soon as the interaction is
displayed to the user:
1. Select the Accept button, as shown in Figure 53.
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Rejecting an Interaction
Note:
Rejecting an Interaction
When an agent receives a multi media interaction (i.e. letter, fax, e-mail) they are presented with
the option of rejecting the interaction, or in essence refusing to take control of the interaction.
When an interaction is rejected by an agent, the interaction is immediately returned to Genesys
for redistribution.
To reject an interaction, complete the following steps as soon as the interaction is displayed to
the user:
1. Select the Reject button, as shown in Figure 55.
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Note:
Complete Handling
Complete Handling
The Complete Handling button notifies Genesys that it can mark the received interaction as
complete. Until this button is selected, from a Genesys perspective, the interaction in question is
still open and can be redistributed if necessary. Genesys will not automatically reclaim the
interaction as will happen with unaccepted interactions. However, it will eventually reissue any
interaction that has not been classified as complete, regardless of if the interaction has been
responded to or not.
To complete an interaction, complete the following steps:
1. Select the Complete Handling button, as shown in Figure 56.
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Complete Handling
Chapter
Use-Case Scenarios
This chapter provides specific examples for using the Gplus Adapter for Microsoft
Dynamics CRM. The chapter covers some contact center interactions as are
commonly handled by agents.
The information in this chapter is divided among the following topics:
Scenario 1: Sign-In/Answer/Release
Scenario 2: Make Call/Hang Up/Perform After Call Work
Scenario 3: Sign-In/Answer/Transfer
Scenario 4: Sign-In/Answer/Consult
Scenario 5: Responding to an E-mail Interaction
Scenario 6: Preview Outbound Record/Reject
Scenario 7: Preview Outbound Record/ Dial
Scenario 8: Receive Predictive Record/Reschedule
Scenario 9: Receive Predictive Record/Do Not Call Chain
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Sign-In
1. Open an internet browser window, enter the following URL address:
http:// <Microsoft CRM host>:<Microsoft CRM port>/isv/main.aspx
2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011
administrator.
An initialization icon appears as the adapter connects with the Genesys environment. Any
connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the users
ability to work with the Microsoft CRM 2011 application itself. A successful sign-in results in the
inclusion of the softphone controls as shown in Figure 57.
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Answer
Perform the following actions after you receive the incoming call.
1. Select the Answer button, as shown in Figure 59.
Note:
If the auto-answer configuration option is activated for this specific call type,
the call is answered automatically and you will not need to select Answer.
When the call is answered, the call interaction enters a Talking state, as shown in the figure
below. You can now interact with the caller and perform additional phone functionality which is
also highlighted in Figure 60 on the following page.
Release
At the end of your interaction with the caller you need to hang up the call in question.
To release the call:
1. Select the Release button in the phone control section, as shown in Figure 62.
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Make Call
1. Select the Make Call option in the Agent Media menu bar as shown in Figure 64.
2. Enter the phone number of the destination for the outbound call, select a phone number from
the configured Speed Dial list, or select the Search icon to locate the phone number
associated with a specific contact.
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Release
1. Select the Release button in the phone control section, as shown in Figure 67.
Sign-In
1. Open an internet browser window, enter the following URL address:
http:// <Microsoft CRM host>:<Microsoft CRM port>/isv/main.aspx
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2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011
administrator.
An initialization icon appears as the adapter connects with the Genesys environment. Any
connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the users
ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the
inclusion of the softphone controls as shown in Figure 69.
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Answer
1. Select the Answer button, as shown in Figure 71.
If the auto-answer configuration option is activated for this specific call type,
the call is answered automatically and you will not need to select Answer.
When the call is answered, the call interaction enters a Talking state, as shown in the figure
below. You can now interact with the caller and perform additional phone functionality which is
also highlighted in Figure 72.
Transfer
3. Select the Transfer button, as shown in Figure 74.
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4. Enter the phone number of the destination to where the call is to be transferred, select a
phone number from the configured Speed Dial list, or select the Search icon to locate the
phone number associated with a specific contact.
5. Select the Two Step button, as shown in Figure 75.
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Sign-In
1. Open an internet browser window, enter the following URL address:
http:// <Microsoft CRM host>:<Microsoft CRM port>/isv/main.aspx
2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011
administrator.
The initialization icon appears as the adapter connects with the Genesys environment. Any
connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the users
ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the
inclusion of the softphone controls as shown in Figure 78.
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3. In the appropriate sections of the softphone control, enter the login credentials provided to
you by your Genesys CME administrator.
4. In the Place field, enter the name of the place associated with your phone.
5. Click the Sign On button.
Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM
window changes state, as shown in Figure 79 below. At this point of the sign-in process, you are
classified as logged in, and will be reflected as such in CCPulse. The colored bar immediately
above the Agent Media menu bar reflects your agent state. In this scenario the bar is red.
6. Select the Go Ready option in the Agent Media menu bar as highlighted in the following
figure. The colored bar immediately above the menu bar will turn green. You are now
available to receive Genesys directed calls.
Answer
1. Select the Answer button, as shown in Figure 80.
Note:
If the auto-answer configuration option is activated for this specific call type,
the call is answered automatically and you will not need to select Answer.
When the call is answered, the call interaction enters a Talking state, as shown in the figure
below. You can now interact with the caller and perform additional phone functionality which is
also highlighted in Figure 81.
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2. If configuration is such that a Phone Call form does not appear as described above, and the
Adapter is configured to pop the form on Ringing, select the interaction that is associated
with the current phone call from the Interactions List in the Agent Media menu bar. This
action will redirect focus to the Phone Call form. (as is demonstrated in Figure 82)
Consult
1. Select the Consult button, as shown in Figure 83.
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4. Once the consult call is answered, and the consultation is complete, select the Release
button associated with the consult call, as shown in Figure 85.
Accepting an interaction
Writing a response to the e-mail
Completing the e-mail interaction
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Note:
At this point, Genesys may consider you available to receive another interaction.
The E-mail Form remains open and active after the email response has been sent. You must
manually save and/or close the form when you have finished with its content. The interaction
associated with the email remains in the Interactions List on the Agent Media menu bar until the
form is closed. If there is only one interaction in the Interactions List when the form in question is
closed, the Interactions List is disabled, as shown in Figure 93.
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Reject Record
1. Select Reject button, as highlighted in Figure 95 above.
Note:
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Dial Record
1. Select Dial button, as highlighted in Figure 96.
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Answer
1. Select Answer button, as highlighted in Figure 98 below.
Reschedule Record
1. Select Reschedule button.
2. From the calendar display, select an appropriate date and time to reschedule record, as
demonstrated in Figure 99.
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Answer
1. Select Answer button, as highlighted in Figure 100.
Do Not Call
1. Select Do Not Call button.
2. Select All Records option, as shown in Figure 101.
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Chapter
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2. After completing Step 1 a list of interactions that have occurred since an agent has signed in will
appear below the Client Problem button, as shown in Figure 103 below. Select the appropriate
interaction from the list.
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Appendix
Administrative Options
This Appendix outlines all features and functionality that are made available to
users who possess the proper administrative privileges. Only users who have
signed into the Gplus Adapter with a CRM administrative role can view and
access the following information. The administrative role required is identified in
the Adapter options in the Genesys CME under the CRM section.
Refer to the Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for
information and instructions regarding CRM security roles.
The administrative features are located on the Admin tab, which is present on the Agent Media menu bar
once an Administrative level user Signs On to the Gplus Adapter. Two features are available for
Administrative users, Refresh CRM Metadata and Resync with CME.
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Remember only making changes to the CRM entities may be insufficient to see a
change in the Adapter processes. Additional configuration changes to the Gplus
Adapter application in the CME may also be required. Refer to the Gplus
Adapter for Microsoft Dynamics CRM Deployment Guide for details.
It is a rare exception that CME data is not properly updated following any
modification, addition and/or deletion. The need to run this command will be
infrequent.
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Not every change made to the CME is immediately reflected in the Adapter. (i.e.
Not Ready Reasons). Refer to the Gplus Adapter for Microsoft Dynamics
CRM Deployment Guide for details.