Altigen Alti-MSCRM 2.0 User manual

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

WARNING!

Toll fraud is committed when individuals unlawfully gain access to

customer telecommunication systems. 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. Although AltiGen

Communications, Inc. has designed security features into its products, it is

your sole responsibility to use the security features and to establish security

practices within your company, including training, security awareness, and

call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc. will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc. License Agreement.

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

AltiGen, Alti-MSCRM, AltiServ, AltiWare, AltiContact Manager,

AltiLink, AltiConsole, AltiAdmin, AltiVR Player, Zoomerang, and

Dynamic Messaging are trademarks or registered trademarks of AltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Printed in U.S.A. 04/2004

Alti-MSCRM Manual iii

Contents

Introduction .......................................1

About Alti-MSCRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

NewinVersion2.0....................................2

PackageContents.....................................2

Microsoft CRM Server Hardware and Software Requirements. . 2

Alti-MSCRM Client Hardware and Software Requirements. . . . 2

Alti-MSCRM Upgrade Path. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installation.........................................5

Installing and Configuring Alti-MSCRM Server . . . . . . . . . . . . . . . 5

Installing and Configuring Alti-MSCRM Client . . . . . . . . . . . . . . . 9

MicrosoftIssues.......................................11

Alti-MSCRMScreenPopConfiguration ...............13

Alti-MSCRM Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

TagDefinitions .......................................13

ExtensionConfiguration ................................16

OperationalNotes....................................21

DNIS/WorkgroupConfiguration ..........................22

OperationalNotes:...................................25

SampleScenario.......................................28

SampleAnswerGuider .................................31

Microsoft Business Solutions Customer Relationship Man-

agement.........................................33

Index.............................................37

Alti-MSCRM Manual iv

Alti-MSCRM Manual 1

HAPTER

Introduction

About Alti-MSCRM

Alti-MSCRM is a Microsoft® .NET-connected integration tool that

provides CTI integration for Microsoft CRM. Companies implementing

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:

— Contact page based on caller ID or caller-entered 10 digit phone

number

— Account page based on caller ID or caller-entered 10 digit account

number

— Order page based on order number

— Case page based on case ID

— Invoice page based on invoice number

— Contract page based on contract number

— Product page based on product ID

• Use of dialed number (DNIS) to pop one of the above Microsoft CRM

web pages for a workgroup call.

• Service agent can belong to multiple groups and pop different

Microsoft CRM web pages for different workgroup calls.

• Contact page screen pop is also available at the extension user desktop

through AltiAgent client.

• Centralized web-based management and local configuration for

Windows control.

• Option to create new Microsoft CRM entry for each call or update

existing entry.

Alti-MSCRM Manual 2

• 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:

• Alti-MSCRM Manual (PDF)

• Alti-MSCRM Server (installed on Microsoft CRM server)

• Alti-MSCRM Client (installed on client PC with AltiView or

AltiAgent

Microsoft CRM Server Hardware and Software

Requirements

Please refer to Microsoft CRM configuration guide for Microsoft CRM

server hardware and software requirements.

Alti-MSCRM Client Hardware and Software

Requirements

Hardware Requirements

• Computer: Pentium 3/4 (1.0 GHz or higher with 256 MB RAM)

Software Requirements

• AltiWare 5.0 RTM, AltiClient 5.0 RTM

• AltiContact Manager 4.6 SP1, AltiWare OE 5.0, AltiServ Contact

Center 5.0, or AltiContact Manager 5.0 Software

• AltiClient 5.0 (or higher)

Alti-MSCRM Manual 3

• 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.

Alti-MSCRM Upgrade Path

Alti-MSCRM can only be upgraded from version 1.5 to version 2.0.

Alti-MSCRM Manual 4

Alti-MSCRM Manual 5

HAPTER

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. When

registering Alti-MSCRM Integration, the Serviceswindow should

be closed. If left open, the AltiCRMItgServ service will be

removed and you will not be able to register Alti-MSCRM

Integration.

Installing and Configuring Alti-MSCRM Server

Note: To install Alti-MSCRM server, you should first install DotNet

Framework 1.0 and SP2, then upgrade to the latest DotNet

framework version (currently 1.1).

To install and configure Alti-MSCRM Server:

1. Install Alti-MSCRM Server at the Microsoft CRM Server machine by

running the Setup.exe file from the Server folder. This creates the

Alti-MSCRMServerprogramfolder accessible from theStart menu,

which consists of the following:

—Alti-MSCRM Server Screen Pop Configuration -oneoftwo

configuration screens for Alti-MSCRM, which invokes a web-

based window for configuring Alti-MSCRM screen pops (Tag

Definitions, settings for extensions, and screen pop rules based on

DNIS/workgroups.)

—Alti-MSCRM Server Startup Configuration - the second of two

configuration screens for Alti-MSCRM, which invokes the initial

configuration window for Alti-MSCRM Server.

—Alti-MSCRM Server Uninstall - uninstalls the Alti-MSCRM

program and file folders.

Alti-MSCRM Manual 6

2. 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

3. 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.

Note: Use the IP address for the Microsoft CRM Root field.

b. Install MSCRM Event Handler check box - selected, enables the

following options:

—SQL Server Address - the SQL server’s IP address where

MSCRM can connect to.

—META DB - database created by the MSCRM server. The user

can use SQL server enterprise management to access the

database (stored as “filename_METABASE.”)

—User (DBO) - the user who can connect to the SQL server and

acts as a database operator.

—Password - the password for the database user.

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