Interaction Center Integration with HEAT

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Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, IN 46278 Telephone/Fax (317) 872-3000

Interaction Center Integration with HEAT

Installation and Configuration Guide

Interactive Intelligence Customer Interaction Center® (CIC)

2016 R1

Last updated September 14, 2015 (See Change log for summary of changes.)

Abstract

This guide describes the Interaction Center integration with HEAT. It describes how to install the HEAT plug-in and configure the components of the integration.

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Copyright and trademark information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Interactive

Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player,

Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive

Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are

Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee

Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are

Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of

Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered

Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal, and IPA are trademarks of

Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are

registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service℠, and Interactive

Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are

Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive

Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing

This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com.

A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.

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Chapter 1: Introduction to the Interaction Center Integration to HEAT ... 4

About this document... 4

About HEAT ... 4

About Customer Interaction Center ... 4

Purpose of the integration ... 4

Requirements ... 5

Overview of administrative tasks ... 5

HEAT installation plug-in ... 6

Chapter 2: Verify the HEAT license and assign access rights ... 7

Verify the HEAT feature license ... 7

Assign rights to an agent ... 7

Assign rights to a role ... 8

Chapter 3: Configure the HEAT plug-in in the CIC client and add the HEAT

directory ... 9

Set configuration options for the HEAT plug-in in Interaction Desktop ... 9

Add the HEAT directory tab in Interaction Desktop ... 10

Chapter 4: Set up the HEAT server and client for outbound calls ... 12

Activate HEAT DDE message functionality ... 12

Configure the HEAT search fields ... 14

Set up the HEAT client for outbound calls ... 15

Chapter 5: Configure screen pops ... 18

Screen pop requirements ... 18

Set attribute example ... 18

Load call ticket example ... 19

New call ticket with search value example ... 19

New call ticket with customer ID and type value ... 19

Load customer with search value ... 20

Load customer with customer ID and type value ... 20

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Chapter 1: Introduction to the Interaction

Center Integration to HEAT

About this document

This document includes:

• Overview of the integration

• Installation of the integration software

• Configuration of the integration software and users

About HEAT

HEAT® Service and Support™ is a help desk application from FrontRange. The application contains call logging, auto ticket generation, and other service desk features.

About Customer Interaction Center

Customer Interaction Center is a suite of contact center applications, as well as interactive voice response and IP/PBX capabilities.

The CIC client is the desktop management software or web version that comes with Customer Interaction Center. It provides users with access to the contact center functionality and IP PBX capabilities of Customer Interaction Center.

Note: CIC supports several interaction management client applications. The HEAT integration only works with

Interaction Desktop. This documentation uses the term “CIC client” to refer to this application.

Purpose of the integration

The purpose of the Interaction Center Integration with HEAT is:

• To display HEAT call logging records from Customer Interaction Center using DDE communications

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The following is an example of a HEAT Call Logging record.

Requirements

This section describes the requirements for the Interaction Center Integration with HEAT. • HEAT version 7.x, 8.x, or 9.x with a product license

Note: The click-to-dial feature is only supported in HEAT version 8.3 or later. • Customer Interaction Center 2016 R1

• Feature license from Interactive Intelligence

• Windows Server 2003, Windows Server 2008, or Windows 7

For Customer Interaction Center and CIC client requirements, see the IC Installation and Configuration Guide or the Product Information site at:

https://my.inin.com/products/cic/Pages/Software-Requirements.aspx

Overview of administrative tasks

Before beginning to install and configure the integration, install the HEAT software, Customer Interaction Center, and CIC client software.

As an administrator, you are responsible for the following tasks:

• Assign access rights in Interaction Administrator for agents who use the plug-in. Verify that the HEAT feature license is installed.

• Enable the plug-in in the CIC client and add the HEAT Integration tab. • Set up the HEAT server and client for outbound calls.

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HEAT installation plug-in

The Interaction Center Integration with HEAT plug-in for IC User Applications is installed automatically when you apply the CIC update for IC User Applications. The Interaction Center integration to HEAT is in the form of a plug-in to the CIC client. The appropriate HEAT licensing is required. For more information about the integration, see the Interactive Intelligence Product Information site. For more information about installing the HEAT software, see your HEAT documentation.

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Chapter 2: Verify the HEAT license and

assign access rights

Before an agent can use the HEAT plug-in, the agent must have the HEAT feature license and access rights to use the plug-in. This chapter describes how to load the HEAT license and assign access rights for agents and roles in Interaction Administrator.

Verify the HEAT feature license

To verify that the HEAT feature license is loaded:

1. In Interaction Administrator, do one of the following: • On the File menu, click License Management. • Click the License icon .

The License Management dialog box appears. 2. Click the Features tab.

3. Verify that I3_FEATURE_HEAT appears in the list.

4. If I3_FEATURE_HEAT does not appear in the list, contact your Interactive

Intelligence representative to obtain a license. Otherwise, click Close to exit the License Management dialog box.

Assign rights to an agent

To assign agents the rights to use the HEAT integration: 1. Start Interaction Administrator.

2. In the People container, double-click Users.

3. Double-click the name of the user to whom you want to assign rights, and then click the Security tab.

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4. In the Security tab, click the Access Control button, and then type HEAT in the Search field.

Under Plug-ins, the check box for HEAT Screen Pop Integration appears.

5. Click the check box for HEAT Screen Pop Integration, and then close. The agent now has rights to use this plug-in.

Assign rights to a role

You can also assign the HEAT plug-in access rights to a role in Interaction Administrator. All users who are assigned to that role inherit the right.

To assign the access right to a role, follow the steps in the previous procedure, Assign rights to an agent, except select the Roles node instead of the Users node.

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Chapter 3: Configure the HEAT plug-in in

the CIC client and add the HEAT directory

Before an agent can use the plug-in for the first time, the agent must configure the HEAT plug-in in the CIC client.

In addition, agents can add the HEAT directory by the My Interactions tab to view the call attributes and related values for the currently connected call interaction. This tab also contains a button that allows agents to resend a DDE (dynamic data exchange) screen-pop call to HEAT.

Set configuration options for the HEAT plug-in in

Interaction Desktop

As the administrator, instruct each agent to follow these steps to configure the HEAT plug-in in Interaction Desktop.

1. Start Interaction Desktop and log on.

2. From the Options menu, select Configuration.

The Configuration dialog box appears.

Note: In Interaction Desktop, the plug-in is automatically enabled when you give the user access

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3. Click Heat Settings to display the configuration options.

4. If you want to enable HEAT screen pops when the interaction alerts, under Interaction States, select Pop screen at alerting.

Tip: If you clear this box, a screen pop occurs when the interaction is connected.

5. Under Interaction Types, specify the types of interactions you want HEAT screen pops for by selecting the appropriate check boxes.

6. Click OK.

The plug-in is now configured.

Add the HEAT directory tab in Interaction Desktop

Agents can add the HEAT directory tab in Interaction Desktop to view the call attributes and related values for the currently connected call interaction. This tab also contains a button

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To add the HEAT directory tab:

1. From the File menu in Interaction Desktop, choose New > View. The Create New View dialog box appears.

2. In the Categories list, click Heat Plug-in Integration.

3. Under Views, select Heat Plug-in Integration. 4. Click OK.

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Chapter 4: Set up the HEAT server and

client for outbound calls

The HEAT Call Logging application can send DDE messages to configured applications to have the CTI server place a call for an agent. The CIC client has listening capabilities to process these messages and place the call. However, you must first activate the

functionality.

Activate HEAT DDE message functionality

Follow these steps on the HEAT server to activate the functionality for sending DDE messages from HEAT to the CIC client:

1. Start the HEAT Administrator Module.

2. On the Defaults menu, point to DDE/Telephony, and then click Telephony

Setup.

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7. Click the DDE Service and Topic tab.

8. In the Outgoing DDE Service field, type CICHeat. 9. In the Outgoing DDE Topic field, type ExternalCall.

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10. Click the Dialing tab.

11. In the field on the Dialing tab, type MakeCall. 12. Click OK.

Configure the HEAT search fields

In the HEAT Administrator, you can also configure the fields to use when the Call Logging application is activated by a DDE or Telephony customer search.

To configure the search fields:

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2. On the Defaults menu, point to DDE/Telephony, and then click Customer

Search.

The DDE/Telephony Customer Search Defaults dialog appears.

3. From the Available Fields list, select the fields you want to use for searches, and then click Add to move them to the Search Fields list.

4. Click OK.

Set up the HEAT client for outbound calls

Each agent must follow these steps in the HEAT Call Logging client application to enable outbound dialing from the application:

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2. On the main toolbar, click Customize.

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5. Drag the Dial using Telephony item from the Commands list to the menu bar. 6. Click Close.

A Dial using Telephony toolbox now appears in the menu bar. To execute a DDE command that places an outbound call, place the cursor in the customer field you want to send and then click this button .

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Chapter 5: Configure screen pops

This chapter describes how to configure screen pops in Interaction Attendant.

Interaction Attendant allows you to customize the IVR call flow for inbound calls. You can request that callers enter specific information and have Interaction Attendant store that data with the call. It then uses that data to route the call to the appropriate agent and can display the information for the agent receiving the call in the HEAT Call Logging application. For example, you could configure Interaction Attendant to ask the caller to enter a customer number or home phone number and then base its routing on that data.

Screen pop requirements

This section describes the requirements for displaying screen pops to the agent’s HEAT session. It lists the required custom attributes and their associated values. An attribute value is displayed in italics if either there is more than one choice or if it needs to be retrieved from the calling customer.

Interaction Attendant stores the attributes. One node in an Interaction Attendant tree is Set Attribute. This node is the primary type of node required to store the attributes and their corresponding values.

Set attribute example

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Field Description

Name Describes the node

Digit Refers to the key the caller entered to get to this node

Attribute Name of the custom attribute (first column in the tables below)

Value The value to be set for the Attribute field (second column in the tables below)

Another node that is often used to store custom attributes is Caller Data Entry. For more information on all the nodes of the Attendant tree, see the Interaction Attendant User’s Guide.

Load call ticket example

This example loads an existing call ticket using a CallId. The following table lists the required custom attributes:

Attribute name Attribute value

CICHEAT_SPType 1

CICHEAT_CallId A string representing a valid call identifier.

In this example, there are two required attributes needed to achieve the screen pop, CICHEAT_SPType and CICHEAT_CallId. To send this screen pop, CICHEAT_SPType must be set to the value 1 and needs to use the Set Attribute node.

CICHEAT_CallId must be specified by the calling customer and needs to use the Caller Data Entry node.

With both of these values set, the screen pop for an existing call ticket arrives at the same moment the phone call reaches the agent’s teleset.

New call ticket with search value example

This example creates a new call ticket using a search value, such as a phone number. The following table lists the required custom attributes:

CICHEAT_SPType 2

CICHEAT_Search A string representing a DDE customer search definition, such as a phone number and zip code,

New call ticket with customer ID and type value

This example creates a new call ticket using customer ID and type values. The following table lists the required custom attributes:

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CICHEAT_SPType 3

CICHEAT_CustomerId A string representing a valid customer ID. CICHEAT_CustomerType A string representing a valid customer type

(Company, Department, Employee, Equipment, Facility).

Load customer with search value

This example loads a customer profile using a search value, such as a phone number. The following table lists the required custom attributes:

CICHEAT_SPType 4

CICHEAT_Search A string representing a DDE customer search definition.

CICHEAT_FormId Form Id can be: 0-Profile, 1-Config, 2-Call History, 3-Contacts, 4-Sales Pending (GMSS only), 5-Sales History (GMSS Only), 6-SMS or NetCensus.

Load customer with customer ID and type value

This example loads a customer profile using customer ID and type value. The following table lists the required custom attributes:

CICHEAT_SPType 5

CICHEAT_CustomerId A string representing a valid customer ID. CICHEAT_CustomerType A string representing a valid customer type

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Change log

Change log date Changes made

March 13, 2009 Initial document created.

September 18, 2009 Added section about upgrading Interaction Client .NET Edition in _{Chapter 2.}

August 30, 2012

Updated copyright information, updated screenshots of the 4.0 .NET Client, revised instructions for “Adding The HEAT Directory Tab” and “Assigning Rights to an Agent. Updated screenshots to reflect the latest changes in the user interface.

August 5, 2014

Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information.

January 22, 2015 Updated for 2015 R2. April 13, 2015 Updated for 2015 R3.

Updated documentation to reflect the addition of Interaction Desktop. June 24, 2015 Updated for 2015 R4.

Interaction Center Integration with HEAT