AGENT: InGenius Connector Enterprise for Salesforce and ...download.ingeniussoftware.com/ICE/docs/Salesforce... · 2.4 InGenius Connector Enterprise User Interface for Service Cloud

InGenius Connector Enterprise for Salesforce and Avaya Aura Communications Manager User Guide

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

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InGenius Connector Enterprise for Salesforce and

Avaya Aura Communications Manager

User Guide

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 ........................................................................................................................................... 4 2 Getting Started with InGenius Connector Enterprise ............................................................................. 5

2.1 A note about Sales Cloud vs Service Cloud Users ....................................................................... 6 2.2 InGenius Connector Enterprise User Interface for Sales Cloud ................................................... 8

2.2.1.1 Idle - Agent ............................................................................................................................ 8 2.2.1.2 Idle – Non-Agent .................................................................................................................... 8 2.2.2 Dialing ....................................................................................................................................... 9 2.2.3 On A Call .................................................................................................................................. 10 2.2.4 Changing States ...................................................................................................................... 11 2.2.5 Incoming Call ........................................................................................................................... 12 2.2.6 Completed Call ........................................................................................................................ 13

2.3 User Settings for InGenius Connector Enterprise for Sales Cloud ............................................. 14 2.4 InGenius Connector Enterprise User Interface for Service Cloud .............................................. 19

2.4.1.1 Idle - Agent .......................................................................................................................... 19 2.4.1.2 Idle – Non-Agent ................................................................................................................. 19 2.4.2 Dialing ................................................................................................................................. 20 2.4.3 On A Call ................................................................................................................................. 21 2.4.4 Changing States ...................................................................................................................... 22 2.4.5 Incoming Call ....................................................................................................................... 23 2.4.6 Completed Call ........................................................................................................................ 23

2.5 User Settings for InGenius Connector Enterprise in Service Console ....................................... 24

3 Outbound Calling ................................................................................................................................. 27

3.1 Click-to-Dial ................................................................................................................................. 27 3.2 Search-and-Dial .......................................................................................................................... 28 3.3 Call History .................................................................................................................................. 29 3.4 Speed Dial ................................................................................................................................... 30 3.5 Manually Enter Digits .................................................................................................................. 31

4 Actions While On a Call in Sales Cloud ............................................................................................... 32

4.1 Call Control .................................................................................................................................. 32

4.1.1 Hang-up ................................................................................................................................... 32 4.1.2 Show number pad to enter additional digits .......................................................................... 32 4.13 Transfer .................................................................................................................................. 33 4.15 Consult .................................................................................................................................... 34 4.16 Hold ......................................................................................................................................... 36

4.2 Pre-fill New... ............................................................................................................................... 37 4.3 Associate a call with Related Records ........................................................................................ 38




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4.3.1 Single Matching Record ........................................................................................................... 38 4.3.2 Multiple Matching Records ...................................................................................................... 39

4.4 Select and add subjects and comments to call log ..................................................................... 40 4.5 Choose to not log a call ............................................................................................................... 41

5 Actions While On a Call in Service Cloud ............................................................................................ 42

5.1 Call Control .................................................................................................................................. 42

5.1.1 Hang-up ................................................................................................................................... 42 5.1.2 Show number pad to enter additional digits .......................................................................... 42 5.1.3 Transfer .................................................................................................................................. 43 5.1.4 Consult .................................................................................................................................... 44 5.1.5 Hold ......................................................................................................................................... 46

5.2 Pre-fill New... ............................................................................................................................... 47 5.3 Associate a call with Related Records ........................................................................................ 48

5.3.1 Single Matching Record ........................................................................................................... 48 5.3.2 Multiple Matching Records ...................................................................................................... 49

5.4 Select and add subjects and comments to call log ..................................................................... 50

6 End a Call ............................................................................................................................................ 51 7 Incoming Call ....................................................................................................................................... 53

7.1 Single Matching Record .............................................................................................................. 53 7.2 Multiple Matching Records .......................................................................................................... 55 7.3 Receiving a transferred call (Bookmark feature enabled) ........................................................... 56

APPENDIX: Agent Desktop Buttons ........................................................................................................... 58




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1 Introduction

InGenius Connector Enterprise is a server based click-to-dial solution that requires NO desktop install.

This guide will help you learn all of the features and benefits of your new application, InGenius Connector

Enterprise.

NOTE: Unless otherwise noted, the images displayed will display ICE using Avaya Agent configuration.

The Avaya Non-Agent configuration is similar but may not be the exact same.




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2 Getting Started with InGenius Connector Enterprise

InGenius Connector Enterprise does NOT require a desktop install and will work for users on either Mac

or PC with Chrome, Firefox, and Internet Explorer browsers!

To get started with InGenius Connector Enterprise simply enter in your:

● Extension: This is the phone extension you wish to connect to

● Agent ID: This is your Agent ID credential

● Password: This is the password associated with your Agent ID

● Work Mode: This is the state option(s) you use when signing into your call queues.

● Group Number: This is the VDN (Vector Directory Number) for the group to which you belong.

This will only be visible if your administrator has permitted you to enter this manually.

NOTE: The above is an example that requests all possible log in credentials. This dialog may vary if you

are not using a unified login or if your administrator has changed the requirement settings.

Non-Agent configuration will only require the Extension.

Click Connect.




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2.1 A note about Sales Cloud vs Service Cloud Users

There are two different user interfaces: one designed for the Sales Cloud and one for the Service Cloud.

In Sales Cloud the user interface is located in the upper left hand corner and is vertically designed to suit

the Sales Cloud layout.




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In Service Cloud, it appears on the bottom right-hand corner of your Service Cloud UI, and is horizontally

designed to suit the Service Cloud layout.




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2.2 InGenius Connector Enterprise User Interface for Sales Cloud

The various features of the User Interface are highlighted below. Detailed descriptions of functions can be

found in the various sections of this guide under Outbound and Inbound Calling.

If you are using the Service Cloud inside of Salesforce, the interface and behaviour will be the same.

2.2.1.1 Idle - Agent

2.2.1.2 Idle – Non-Agent




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2.2.2 Dialing




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2.2.3 On A Call

* InGenius Connector Enterprise has the ability to integrate with custom objects.

The small icon beside the listed related records will indicate how the record was placed in the related

records list. Four different types are supported:

Search Result

Click to dial

Dialed from auto complete

Navigation

Related to a continued call log

Converted lead replacement

CRM bookmark item




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2.2.4 Changing States

Not Ready to Ready

To start accepting incoming calls, you will have to change your Agent State from Not Ready to Ready.

Ready to Not Ready

Log Out




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2.2.5 Incoming Call




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2.2.6 Completed Call




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2.3 User Settings for InGenius Connector Enterprise for Sales Cloud

Click on the upper left hand corner of InGenius Connector Enterprise to reveal user settings.

● Connectivity

○ Show shared calls: Check.

○ Your current connection information is displayed

○ Disconnect Now will disconnect you from InGenius Connector Enterprise and log you

out with the default reason code.




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● UI Settings

○ Show Number pad: Check to have the number pad show automatically in InGenius

Connector Enterprise

○ Jiggle Answer Button: Check to have the answer button jiggle on incoming call

○ Animate button spinners: Check to have agent state and telephony buttons spin after

selecting

○ Animate page curl: Check to have the page curl animate when checking settings or call

history.

○ Font size: Change the font size in the InGenius Connector Enterprise window.




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● Speed Dials: Use to program personal speed dial buttons. Speed dials programmed by the

InGenius connector Enterprise administrator may be assigned to specific keys and locked,

disabling editing or deletion. Locked items are shown with a small lock icon. You can delete a

speed dial by clearing the name and number fields.




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● Call Logging: Use to program call log comments and subject templates using macros or text.

Call log templates programmed by InGenius Connector Enterprise administrator may be assigned

to specific keys and locked, disabling editing or deletion. You can delete a template by clearing

the title, subject and comment fields.

● Reset Settings: Click Reset to Defaults to clear all personal settings and restore to default

values.




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● Support: This will display your support number (unique identifier of the installation) as well as

system details which you may be asked to provide by your support personnel.

Click Save to close and save the settings.

Click Cancel to close and cancel all setting changes.




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2.4 InGenius Connector Enterprise User Interface for Service Cloud

InGenius Connector Enterprise Agent Console is highly customizable in terms of available buttons,

location of buttons, layout etc. The Agent Console described in this section is the default agent console

and may vary slightly from the console installed at your location. Please check with your administrator if

you have any questions regarding your Agent Console configuration.

Note: Only features supported by the phone system will be clickable in the InGenius Connector

Enterprise Agent Console. 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. For a full list of buttons and their functions, please see the Appendix.

2.4.1.1 Idle - Agent

2.4.1.2 Idle – Non-Agent




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2.4.2 Dialing




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2.4.3 On A Call

* InGenius Connector Enterprise has the ability to integrate with custom objects.

The small icon beside the listed related records will indicate how the record was placed in the related

records list. Several different types are supported:

Search Result

Click to dial

Dialed from auto complete

Navigation

Related to a continued call log

Converted lead replacement

CRM bookmark item




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2.4.4 Changing States

Not Ready to Ready

To start accepting incoming calls, you will have to change your Agent State from Not Ready to Ready.

Ready to Not Ready

Log Out




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2.4.5 Incoming Call

2.4.6 Completed Call




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2.5 User Settings for InGenius Connector Enterprise in Service Console

Click on the gear to open user settings.

● Connectivity

○ Connect Automatically: This will sign you into your

○ Your current connection information is displayed

○ Disconnect Now will disconnect you from InGenius Connector Enterprise, this does not

log you out of your agent state.

● UI Settings

○ Show Number pad: Check to have the number pad show automatically in InGenius

Connector Enterprise

○ Jiggle Answer Button: Check to have the answer button jiggle on incoming call

○ Font size: Change the font size in the InGenius Connector Enterprise window.




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● Speed Dials: Use to program personal speed dial buttons. Speed dials programmed by the

InGenius connector Enterprise administrator may be assigned to specific keys and locked,

disabling editing or deletion. Locked items are shown with a small lock icon. You can delete a

speed dial by clearing the name and number fields.

● Call Logging: Use to program call log comments and subject templates using macros or text.

Call log templates programmed by InGenius Connector Enterprise administrator may be assigned

to specific keys and locked, disabling editing or deletion. You can delete a template by clearing

the title, subject and comment fields.




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● Reset Settings: Click Reset to Defaults to clear all personal settings and restore to default

values.

● Support: This will display your support number (unique identifier of the installation) as well as

system details which you may be asked to provide by your support personnel.




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3 Outbound Calling

There are several ways to place a call inside of Salesforce using InGenius Connector Enterprise:

● Click-to-dial

● Search-and-Dial

● Call History

● Speed Dial

● Manually Enter Digits

NOTE: To place an outbound call, your agent state must be in the Not Ready state.

3.1 Click-to-Dial

You can click-to-dial from a Salesforce record list view or from within a contact record. Simply click on the

number.

Sales Cloud

Service Cloud




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3.2 Search-and-Dial

Enter in a name or number into the search bar. InGenius Connector Enterprise presents you with

matches from your Salesforce records. Simply click on the number you wish to dial.

Sales Cloud

Service Cloud




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3.3 Call History

Sales Cloud

You can access call history by clicking the upper right hand corner of InGenius Connector Enterprise.

Click on the upper right corner of InGenius Connector Enterprise to peel back the softphone and reveal a

list of the last 10 calls.

If you click to the right of the phone number, a drop down will appear and display the Salesforce record

and call log record associated with the call. Simply click on the record to open it.

Service Cloud

You can access call history by clicking the history icon in InGenius Connector Enterprise. A list of the last

10 calls, along with associated records and call log record are displayed. Simply click on the record to

open it.




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3.4 Speed Dial

Click on one of the speed dial dots located under InGenius Connector Enterprise and the outbound call is

placed. Hovering over the dots will provide a tooltip that will indicate the name and number associated

with the speed dial.

Sales Cloud

Service Cloud




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3.5 Manually Enter Digits

Enter any digits into InGenius Connector Enterprise using the dial pad, or your keyboard and hit enter.

You can display or hide the dial pad at any time by clicking on the dial pad button.

Sales Cloud

Service Cloud




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4 Actions While On a Call in Sales Cloud

While on a call you can perform several functions including:

● Call Control

○ Hang-up

○ Show Number pad to enter additional digits

○ Transfer

○ Conference

○ Consult

○ Hold

● Pre-fill New...

● Associate a call with related records

● Select and add subjects and comments to call log

● Choose to not log a call

4.1 Call Control

4.1.1 Hang-up

To hang-up a call click on the hang-up button

4.1.2 Show number pad to enter additional digits

To enter additional digits, for example to enter an extension, click on the number pad and enter the

requested digits in the text entry field or using the number pad.




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4.13 Transfer

To transfer a call click on the transfer button while on a call.

You have the option to do a transfer using:

● Speed transfer buttons: instantly transfer the caller to the transferred party.

● Blind Transfer: Enter the number or name into the transfer bar and click blind transfer. This will

instantly transfer the caller to the transferred party.




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4.15 Consult

To make a consult call, click the consult button while on a call.

Enter the name or number into the consult bar and click consult. The first call will be placed on hold while

the consult call connects.




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While on the consult call you have the ability to complete the consult call as a transfer or conference.

It is also possible for you to make additional consult calls or transfers while on consult. If you make an

additional consult, both the first and second participants will be put on hold while you consult with the third

participant. A transfer will perform an automatic transfer with the last participant.




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4.16 Hold

To place a call on hold simply click the hold button. To retrieve from hold click the retrieve from hold

button.




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4.2 Pre-fill New...

To generate a new Lead, Account, Contact or Case record inside of Salesforce and prefill the record with

caller ID information click on the Pre-fill New... button and select the record type you wish to create. The

caller ID information is instantly populated in the correct fields of the new record.

Once the record is saved it will appear in the related records where you can select that record to save the

current call with that new record.




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4.3 Associate a call with Related Records

4.3.1 Single Matching Record

InGenius Connector Enterprise will automatically associate a call with a Salesforce record if there is only

one matching record (based on caller ID number). The record will be highlighted in the related records

box. This indicates that the call log will be saved with this record.

NOTE: Leads, Accounts, Contacts, and Cases will be displayed in the related records box. Other

Salesforce objects or custom objects may be displayed here depending on your Salesforce Softphone

Settings or InGenius Connector Enterprise RunTime Settings set up by your Salesforce administrator.




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4.3.2 Multiple Matching Records

If there are multiple matches or if you navigate to other records while on the call several records will

appear in the related records box. You can easily select which record you would like to associate the call

log with by clicking on the record(s). In some instances you can associate the call log with more than one

record.

NOTE: Relating multiple records to a call is currently only available for:

● Contact related to Account

● Contact related to Case




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4.4 Select and add subjects and comments to call log

Subjects and comments are easily added to your call log by selecting one of the call log template dots.

You can add additional comments by clicking inside the comments box and adding your comments.

NOTE: Call log templates can be set at both the organization level or per individual. See the User

Settings section of this guide to learn how to configure your individual call log templates. To learn how to

set call log templates for your organization please refer your Salesforce administrator to the Salesforce

Installation Guide for InGenius Connector Enterprise.




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4.5 Choose to not log a call

If you would prefer to not a log your current call, click Don’t Log.

NOTE: If your administrator has disabled the functionality, this option will not be available.




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5 Actions While On a Call in Service Cloud

While on a call you can perform several functions including:

● Call Control

○ Hang-up

○ Show Number pad to enter additional digits

○ Transfer

○ Conference

○ Consult

○ Hold

● Pre-fill New...

● Associate a call with related records

● Select and add subjects and comments to call log

● Choose to not log a call

5.1 Call Control

5.1.1 Hang-up

To hang-up a call click on the hang-up button

5.1.2 Show number pad to enter additional digits

To enter additional digits, for example to enter an extension, click on the number pad and enter the

requested digits in the text entry field or using the number pad.




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5.1.3 Transfer

To transfer a call click on the transfer button while on a call.

Enter the number or name into the transfer bar and click blind transfer. This will instantly transfer the

caller to the transferred party.




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5.1.4 Consult

To make a consult call, click the consult button while on a call.

Enter the name or number into the consult bar and click consult. The first call will be placed on hold while

the consult call connects.




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While on the consult call you have the ability to complete the consult call as a transfer or conference.

It is also possible for you to make additional consult calls or transfers while on consult. If you make an

additional consult, both the first and second participants will be put on hold while you consult with the third

participant. A transfer will perform an automatic transfer with last participant.




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5.1.5 Hold

To place a call on hold simply click the hold button. To retrieve from hold click the retrieve from hold

button.




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5.2 Pre-fill New...

To generate a new Lead, Account, Contact or Case record inside of Salesforce and prefill the record with

caller ID information click on the Search tab, then Pre-fill New... button and select the record type you

wish to create. The caller ID information is instantly populated in the correct fields of the new record.

Once the record is saved it will appear in the related records where you can select that record to save the

current call with that new record.




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5.3 Associate a call with Related Records

5.3.1 Single Matching Record

InGenius Connector Enterprise will automatically associate a call with a Salesforce record if there is only

one matching record (based on caller ID number). The record will be highlighted in the related records

box. This indicates that the call log will be saved with this record.

NOTE: Leads, Accounts, Contacts, and Cases will be displayed in the related records box. Other

Salesforce objects or custom objects may be displayed here depending on your Salesforce Softphone

Settings or InGenius Connector Enterprise RunTime Settings set up by your Salesforce administrator.




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5.3.2 Multiple Matching Records

If there are multiple matches or if you navigate to other records while on the call several records will

appear in the related records box. You can easily select which record you would like to associate the call

log with by clicking on the record(s). In some instances you can associate the call log with more than one

record.

NOTE: Relating multiple records to a call is currently only available for:

● Contact related to Account

● Contact related to Case




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5.4 Select and add subjects and comments to call log

Subjects and comments are easily added to your call log by first selecting the Call Log tab then selecting

one of the call log template dots. You can add additional comments by clicking inside the comments box

and adding your comments.

NOTE: Call log templates are set at the organization level. To learn how to set call log templates for your

organization please refer your Salesforce administrator to the Salesforce Installation Guide for InGenius

Connector Enterprise.


http://go.ingenius.com/icesalesforceinstallguide



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6 End a Call

To end a call, click on the hang up button. You will be presented with a number of call results fields to

indicate in Salesforce how the call ended. Double click on a call result to save the call log. The call result

will be saved in the call log under call result.

Sales Cloud

NOTE: The call result codes are customizable. To learn how to customize call results for your

organization please refer your Salesforce administrator to the Salesforce Installation Guide for InGenius

Connector Enterprise.

Depending on your work mode, once a call is completed your agent state will change to Wrap Up mode

or Ready mode.




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Service Cloud

NOTE: Depending on your work mode, once a call is completed your agent state will change to Wrap Up

mode or Ready mode.

The Call Result field in Salesforce is automatically populated:




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7 Incoming Call

7.1 Single Matching Record

If there is a single matching record that matches the caller ID, Salesforce will pop the appropriate record.

Click Answer to answer the call.

Sales Cloud




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Service Cloud

To answer you can click answer button or click the blinking green answer button.

NOTE: Picking up your handset will also answer the call and InGenius Connector Enterprise will respond.

NOTE: To configure screen pop settings, your Salesforce Administrator will have to edit the Softphone

Layout settings inside of Salesforce.




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7.2 Multiple Matching Records

If there are multiple records matching the caller ID number, the records will be displayed in the related

records box. Once the caller has been identified verbally simply click on the record(s) to associate the call

log with the record(s). To easily open the record, click on the record icon.

NOTE: Screen-pop will only happen on single matching records.

In Sales Cloud

Service Cloud




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7.3 Receiving a transferred call (Bookmark feature enabled)

If a call has been transferred to you by a colleague, the following will be transferred with the call:

● the contents of the selected entities in the Related To box,

● the subject and notes added in the call log,

● and the navigation page (this is the Salesforce page your colleague was viewing at the time of

transfer) will also get transferred and popped.

The default functionality is shown below. Your Salesforce administrator can disable the subject and

comments to be pre-filled on transfer.

NOTE: Bookmarking will only work if the transfer is completed using the InGenius Connector Enterprise

UI. A bookmark will NOT be passed if you transfer the call using your handset.

Sales Cloud




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Service Cloud




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APPENDIX: Agent Desktop 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)

Call: Start recording

Call: Pause recording

Call: Resume recording

Call: Stop recording


Documents

AGENT: InGenius Connector Enterprise for Salesforce and ...download.ingeniussoftware.com/ICE/docs/Salesforce... · 2.4 InGenius Connector Enterprise User Interface for Service Cloud