ingenius connector enterprise demo system for...

[email protected] www.InGenius.com 613.591.9002 x3000[Type text] [Type text] [Type text]

InGenius Connector Enterprise Demo System for Salesforce

User Guide

Release 2.13

July 1, 2014

TRADEMARKS

InGenius, InGenius Connector and the InGenius logo are trademarks of InGenius Software Inc. Windows, XP, and Microsoft are trademarks of Microsoft Corporation. Adobe Acrobat Reader is a registered trademark of Adobe Systems Incorporated. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged.

mailto:[email protected]

http://www.ingenius.com/

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[email protected] www.InGenius.com 613.591.9002 x3000

Contents

1 Welcome to the InGenius Connector Enterprise Demo System ........................................................... 2

2 About InGenius Connector Enterprise Demo ........................................................................................ 4

3 Installing the InGenius Connector Enterprise Online Demo .................................................................. 5

3.1 Installing the Call Center Adapter: ................................................................................................ 5

3.2 Assigning Users to the Call Center ............................................................................................... 6

3.3 Installing the InGenius Connector Enterprise Online Demo Apex File ......................................... 7

4 How to do demos using the ICE demo system .................................................................................... 10

4.1 Signing into the demo system ..................................................................................................... 10

4.2 User Settings ............................................................................................................................... 11

4.3 Agent State.................................................................................................................................. 18

4.4 Making calls................................................................................................................................. 20

4.4.1 Click-to-dial .............................................................................................................................. 20

4.4.2 End the Call ............................................................................................................................. 25

4.4.3 Search-and-Dial ...................................................................................................................... 27

4.4.4 Call History .............................................................................................................................. 28

4.4.5 Speed Dial ............................................................................................................................... 31

4.4.6 Manually Enter Digits .............................................................................................................. 32

4.5 Inbound Calls .............................................................................................................................. 33

4.5.1 Direct from IVR ........................................................................................................................ 33

4.5.2 Direct from IVR with IVR collected digits ................................................................................ 36

4.5.3 Call is transferred with IVR collected digits ............................................................................. 38

4.6 Transferring a Call ....................................................................................................................... 40

1 Welcome to the InGenius Connector Enterprise Demo System

This guide will walk you through installing the necessary components in Salesforce to enable you to do

demos using the InGenius Connector Enterprise demo system and highlight important features and

benefits.



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InGenius Telephone Messages will be indicated with this icon and

text box. These messages will be played on your mobile phone

when the call has connected.

Notes and important information will be indicated with this icon and

text box.



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2 About InGenius Connector Enterprise Demo

InGenius Connector Enterprise does NOT require a desktop install. It is a server-based click-to-dial

solution that can be set up and rolled out to an entire organization in under an hour. InGenius Connector

Enterprise can work in ANY browser and on ANY operating system.

InGenius has created an online demo system that allows you to demonstrate the telephony capabilities of

InGenius Connector Enterprise, without the need of a telephone system at your location. The demo

system uses a telephone system hosted at InGenius, and allows you to demonstrate incoming calls and

outgoing calls. You can even demonstrate more complex scenarios where a user enters IVR information

such as a case number, and the appropriate CRM record will be popped.

For the ICE demo, there are two available User Interfaces (UI). The vertical UI is designed specifically for

Sales Cloud and the other horizontal UI designed specifically for Service Cloud. Both UIs are displayed

throughout the document.

Sales Cloud UI:

Service Cloud UI:

This document will explain how to install and configure your Salesforce instance to work with the

InGenius demo system. Closely follow the instructions below for your type of install.



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3 Installing the InGenius Connector Enterprise Online Demo

To configure your Salesforce instance to work with our demo system you need to:

Install the Call Center Adapter for ICE within your Salesforce instance.

Add your Salesforce users to the Call Center.

Install the ICE Apex file.

3.1 Installing the Call Center Adapter:

To create your call center for the InGenius Connector Enterprise Online Demo for Salesforce:

1. In Salesforce, click Setup | Customize | Call Center | Call Centers.

2. If the Introducing Call Center Edition splash page appears, click Continue.

3. Click Import.

4. Next to the Call Center Definition File field, click Browse to navigate to the default call center

definition file (ICEOnlineDemoCallCenter.xml) found here:

http://go.ingenius.com/iceonlinedemocallcenter.

5. Click Import.

6. Click Edit next to the name of the new call center to make any additional changes.



http://go.ingenius.com/iceonlinedemocallcenter

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3.2 Assigning Users to the Call Center

Salesforce users must be assigned to the call center before they can use the InGenius Connector

Enterprise Online Demo for Salesforce features.

To assign users to a call center:

1. Click Setup | Customize | Call Center Edition | Call Centers.

2. Click the name of the call center to which you want to assign users.

3. In the Call Center Users related list, click Manage Call Center Users.

4. Click Add More Users.

5. Specify search criteria to find the Salesforce users who should be assigned to the call center.

6. Click Find. All users who belong to a call center are excluded from search results because a user

can only be assigned to one call center at a time.

7. Select the checkbox next to each user who should be assigned to the call center and click Add to

Call Center.



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3.3 Installing the InGenius Connector Enterprise Online Demo Apex File

To install the APEX file into your instance of Salesforce simply click on the link to the Apex file:

http://go.ingenius.com/icedemoapexpackage

This will NOT change any data or user permission sets within your

Salesforce instance!

If you are not already logged into your Salesforce instance, log in. You will be brought to the package

installation wizard.



http://go.ingenius.com/icedemoapexpackage

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Click Continue.

Click Next.

Select Grant access to all users. Click Next.



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Click Install.

The package has been successfully installed.



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4 How to do demos using the ICE demo system

Once you have successfully created a call center, assigned yourself as a user to the call center and

installed the apex file, you are ready to start the demo. If you would like more information on how to demo

using this system, check out our short video: http://go.ingenius.com/iceonlinedemovideo .

4.1 Signing into the demo system

Enter the email address you provided on sign up and click Connect.

Once you connect to your demo account you are presented with your InGenius telephony phone number

and the phone number associated with your demo account.

Your InGenius telephony phone number is the

number that you are connected to inside of

Salesforce.

So when you call your InGenius telephony phone

number, you are calling into your Salesforce

account.

When you click-to-dial from within Salesforce you

are dialing the mobile number you provided in your

sign up page.

NOTE: This phone number may change on each sign

in so it’s important on each sign in that you make

note of the number you are presented.



http://go.ingenius.com/iceonlinedemovideo

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4.2 User Settings

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

● Connectivity

○ Connect automatically: This will connect you to InGenius Connector Enterprise as soon

as you sign in to your Salesforce account. This is not recommended when using the

demo system, since the phone number you are assigned may change with each log in.

○ 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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● Call Behaviour

○ Show shared calls: This will show calls on shared lines. For the demo system there are

NO shared lines.

○ Attempt screen pop

■ Never : Do not pop the screen

■ On call ringing: Screen will pop when call is ringing.

■ On call answered: Screen will pop once the call has been answered. This is

ideal when agents are part of a ring group.



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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 Log Templates: 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.



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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 Restore to restore settings back to original install settings.

Click Cancel to exit out of settings without saving.



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4.3 Agent State

Some demo accounts may be equipped with Agent State.

Clicking on the agent button will allow you to change your agent state.

Not Ready to Ready

If you have selected Ready this means you are ready to accept calls and calls will be put through.

Ready to Not Ready

If you have selected Not Ready, this means you are not ready to accept calls and calls will be routed to

another agent.



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When making an inbound call with your Agent state set to Not

Ready, your call will be placed into a queue. You will have to

change your state to Ready to be able to see the calls inside

Salesforce.



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4.4 Making calls

Note that when using the ICE demo system ALL outgoing calls will be routed to your mobile phone, no

matter what number you choose to call, and how you place the call.

There are several ways to place a call inside of Microsoft Dynamics CRM using InGenius Connector

Enterprise:

1) Click-to-dial

2) Search-and-dial

3) Call History

4) Speed Dial

5) Manually Enter Digits

4.4.1 Click-to-dial You can click to dial from a list view.

Remember that ALL outgoing calls are going to call the mobile

number provided on sign-up.



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You can also click-to-dial from Salesforce records.

Once the call is connected you can demonstrate several features:

“Hi and thanks for calling. You would have dialed 613-868-4514.”



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Agent State changes

Call duration is automatically logged

The number that was dialed is displayed

Several call control features:

● End the call

● Dial Pad (To enter in extensions if necessary)

● Consult: This will allow you transfer or conference numbers (Conference functionality is

not available in the demo, but is available in the product)

● Hold

Pre-fill new Salesforce records with the caller ID information (Name and Phone number)

● Lead

● Account

● Contact

● Case



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Records related to the caller ID. The highlighted record(s) will be where the call logged will be stored.

To open a record, simply click on the icon.

Select a Call Log Subject and Comments template. State that they are customizable and show that there

is a tool tip feature when you hover over the various options to indicate which template you are selecting.



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4.4.2 End the Call End the call by clicking the release button.



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Call Wrap-up Codes: Upon ending the call you are presented with a series of call wrap-up codes to

indicate how the call was wrapped up. Double click on a wrap-up code to save the call log.

These call wrap-up codes are customizable.

These are NOT the call wrap-up codes on your

Cisco switch, but the call wrap-up codes within

Salesforce only. The call wrap-up codes on your

Cisco switch can be made available through

InGenius Connector Enterprise, however they are

not shown in this demo.



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4.4.3 Search-and-Dial Type a name in the InGenius Connector Enterprise tool bar.

InGenius Connector Enterprise searches and displays the Salesforce records associated with the name

you have typed. Simply click on the number you wish to dial and the outbound call is placed.




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4.4.4 Call History In the Sales Cloud, Click on the upper right corner of InGenius Connector Enterprise to peel back the

softphone and reveal a list of the last 10 calls.



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In Service Cloud click on the gear icon in InGenius Connector Enterprise to peel back the softphone and

reveal a list of the last 10 calls.



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Click on a number in the list of calls and the outbound call is placed.




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4.4.5 Speed Dial Click on one of the speed dial dots located under the InGenius Connector Enterprise toolbar and the

outbound call is placed. Hovering over the dots will provide a tool tip.

Speed dials are configurable and you can have up to 10.

“Hi and thanks for calling. You would have dialed 606.”



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4.4.6 Manually Enter Digits Enter any digits into InGenius Connector Enterprise and click dial.




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4.5 Inbound Calls

All inbound calls will be directed to the InGenius Connector Enterprise Demo system. This system is a

fully functional IVR that will request prompts. The various scenarios outlined below will include IVR

messaging and prompts. A detailed diagram is available here http://go.ingenius.com/icedemocheatsheet

4.5.1 Direct from IVR Dial your InGenius telephone number provided to you when you sign-in. Note: This number may be

different each time you use the demo system.

Press 1 to dial directly into an agent.

“To demonstrate an incoming call with caller ID information press 1.

To demonstrate an incoming call with caller ID information and IVR collected digits

press 2.

To demonstrate an incoming call with caller ID information, IVR collected digits and

“transferred by” information press 3.””



http://go.ingenius.com/icedemocheatsheet

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InGenius Connector Enterprise will ring inside of Salesforce and the appropriate Salesforce record will

pop. Click Answer.

Once the call is answered, our demo system will play a fictitious support person answering the call and

you will be able to show the various features of an inbound call:

“Hello this is Katy and I’m here to help you

with your support needs. What can I help

you with today?”



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4.5.2 Direct from IVR with IVR collected digits Dial your InGenius telephone number provided to you on sign-in.

Press 2 to be passed onto Support.

Enter in a case number (this number is fictional so you can enter any digits followed by #).



press 2.


“transferred by” information press 3.”

“Please enter you support case number followed by #”



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InGenius Connector Enterprise will ring inside of Salesforce, and pop the case matching the number you

provided. Click Answer.

Once the call is answered, our demo system will play a fictitious support person answering the call and

you will be able to show the various features of an inbound call:



you with today?”



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4.5.3 Call is transferred with IVR collected digits Dial your InGenius telephone number provided to you on sign-in.

Press 3 to be passed onto Sales then transferred to support.

Enter in an account number (this number is fictional so you can enter any digits followed by #).

Our demo system will play a fictitious sales person that will immediately transfer into support.



press 2.


“transferred by” information press 3.”””

“Please enter your account number followed by #”

“Hi! This is Laura, thank you for calling sales. Since you are having technical difficulties I

will pass you onto a member of our support team that will be happy to help”



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InGenius Connector Enterprise will ring inside of Salesforce. While the call is ringing you can highlight

that name and number of the person transferring the call is being shown. Click Answer.

The name and number of the caller, as well as IVR collected digits are preserved on call transfer. If there

is a matching case number, the case record will pop.



you with today?”



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4.6 Transferring a Call

While on a call you can transfer a call by selecting the transfer button and selecting Bob from the Speed

transfer dots to immediately start the consult, or enter in Bob’s extension 606 and Click Make a consult

call button.

Once the speed transfer or consult button has been select, the call will be transferred to Bob. The call log

information about the original caller can be populated and a wrap-up code selected.



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