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InGenius Connector Enterprise for Salesforce and Avaya Server Installation Guide for IT Administrator

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

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InGenius Connector Enterprise for Salesforce

Server Installation Guide for IT Administrator

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 ........................................................................................................................................... 3 2 Before Installing InGenius Connector Enterprise .................................................................................. 3 3 InGenius Connector Enterprise License and Download Email ......................................................... 4 4 InGenius Connector Enterprise Setup Wizard ...................................................................................... 4 5 Configuring InGenius Connector Enterprise ..................................................................................... 6

5.1 Licensing ........................................................................................................................................ 6 5.2 Configuration .................................................................................................................................. 6

5.2.1 General ................................................................................................................................... 7 5.2.2 Dialing and Number Formatting .............................................................................................. 8 5.2.3 Telephony ............................................................................................................................ 14 5.2.4 Integrations ........................................................................................................................... 22 5.2.5 Configuration Backup ........................................................................................................... 23

6 Starting InGenius Connector Enterprise ............................................................................................. 24 7 InGenius Connector Enterprise Runtime Administrator .................................................................. 25




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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 your IT Administrator install and configure InGenius Connector Enterprise. This

document should be used after the Installation Readiness Guide has been completed.

NOTE: Unless otherwise noted, the instructions apply to using ICE with the Avaya Agent configuration.

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

2 Before Installing InGenius Connector Enterprise

At this point you should have the following items completed and installed on the server (physical machine

or virtual machine) allocated for InGenius Connector Enterprise:

● Windows 2008 or 2012 Server (32 or 64 bit)

● .NET 4.5 (or above) Full Profile

● 1GB hard drive space

● Google Chrome installed as default browser

● A Security Certificate for the ICE Server

NOTE: Google Chrome browser is only required as default on the server. End users are free to use

whichever browser they choose.

You should also have made the following considerations regarding the network infrastructure.

● Determined and configured a fully qualified domain name (FQDN) for the server

● Set up an active directory group “ICERuntimeAdmins” and configure the users that are to have

access to the Call Center Profile and other runtime administration settings.

Your ICE Server requires a certificate for the server to validate the FQDN for HTTPS traffic. InGenius

recommends a third-party certificate for ease of use. Domain certificates will not be recognized by Macs

and are not automatically accepted by all browsers (eg Firefox).

The certificate will be bound to the ICE install process.

Your Avaya AES must have TSAPI Basic.


http://go.ingenius.com/iceinstallreadiness



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3 InGenius Connector Enterprise License and Download Email

Prior to your installation, the InGenius Implementation Coordinator will send an email to your installation

team providing the download link as well as the license key for your InGenius Connector Enterprise

software.

4 InGenius Connector Enterprise Setup Wizard

To install InGenius Connector Enterprise run the installation .msi file provided to you in your licensing

email.




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Accept the terms in the License Agreement and click Install.

Ensure that Launch the Configuration Tool box is checked. Click Finish.




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5 Configuring InGenius Connector Enterprise

5.1 Licensing

Once installed, the configuration tool will open and prompt you to enter your license key. Your license key

is provided in your licensing email.

Input your key into the license key field and click License This Machine.

5.2 Configuration

Configuration is where you will select the telephony and CRM integrations required for your installation of

InGenius Connector Enterprise. You will also be able to configure Dialing and Number formatting.

From the Licensing tab, select the Configuration tab.




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5.2.1 General

HTTP Service Configuration:

Fill in the HTTP Service Configuration fields using the FQDN of the server, along with the desired port for

HTTP Service traffic. Confirm that all text is in lowercase.

If there is a firewall blocking the desired port, a red hand will appear in the port area.

Security Certificate:

Import and bind your certificate for the server to validate the FQDN for HTTPS traffic on the desired port.

For more information on setting up a certificate for InGenius Connector Enterprise please see

http://go.ingenius.com/certificatemanagement

Run-Time Administration Access:

Set up the Administration Authentication with the desired credentials. This will be used for authentication

purposes to log into the Runtime Administration tool once InGenius Connector Enterprise has been

installed.

For more information on setting up the Administration Authentication for InGenius Connector Enterprise

please see http://go.ingenius.com/AdministrationAuthentication


http://go.ingenius.com/certificatemanagement

http://go.ingenius.com/AdministrationAuthentication



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5.2.2 Dialing and Number Formatting

Dialing and number formatting is where dialing rules and dialing zones are set. Zones are used to help

group and configure your dialing rules for local and long distance dialing for various locations and various

devices. This is extremely helpful to those organizations that have their PBX in one Country/Area Code

with gateways and trunks in other Countries/Area Codes.

A zone consists of:

● Name

● Description

● Country

● Area Code

● Exchange (Primarily for North America and allows auto configuration for adding the correct area

code when area codes overlay)

● Internal numbers less than x

● Translations (For expansion or for internal numbers)

● Trunks

Zone settings are used by InGenius Connector Enterprise to parse phone numbers into their individual

components (Country Code, Area Code, and Subscriber Number).

A trunk consists of:

● Name

● Description

● Country

● Area Code

● Exchange (Primarily for North America and allows auto configuration for adding the correct area

code when area codes overlay)

● Allowed Calls (includes Dail area codes for local calls)

● Long distance carrier code

● International carrier code

● Translations to dialable (handles local dialing patterns)

These settings are used by ICE to convert numbers into dialing format for the trunk’s location.




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Zones Tab

To configure InGenius Connector Enterprise for your location, select the primary zone and click the edit

button.




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If you prefer you can edit the name and description of your primary zone. Select your country from the

dropdown menu, and then enter your Area Code.

To avoid calls screen-popping and logging on internal calls, you can set the internal number length for

InGenius Connector Enterprise appropriately.

For example, if internal extensions are 4 digits and your do not want a contact record to pop on an

internal call, set the Internal Numbers setting to Internal numbers are less than 5 digits.




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Under trunks select the primary trunk and click edit.




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If you require a prefix to access an outside line, enter it in the prefix box.

Check the boxes you would like to enable for allowed calls and enter in your Long distance carrier code

and your International carrier code if you have them.

To ensure you have configured your zone dialing correctly, test by entering a number in the Enter

number to dial box. The number displayed below will be how InGenius Connector Enterprise will dial the

number.

If you are configuring dialing rules from a North American country, click Auto configure local dialing to

automatically configure your local dialing rules.

Click Ok and Ok to save.




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Display and Search Tab

Generally, users should not require any changes to the Display & Search tab. This tab is if you require

any number translations. Typically this will be used if you are setting up dialing rules outside of North

America.

NOTE: Your implementation coordinator at InGenius will walk you through the configuration of Dialing and

Formatting during your installation.

Management of Zone devices takes place on the RunTime Administrator and is explained in section 7 of

this guide.




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5.2.3 Telephony

In this section you select the type of telephony connection required for your installation of InGenius

Connector Enterprise.

Select the Telephony tab and check the Avaya checkbox.

CONNECTION INFO

Enter in the connection information for your Connection Manager previously set up during installation

readiness in the AES of your Avaya Aura Communications Manager.

Enter in the server name of your Avaya Aura Communications Manager and click Test to ensure that you

can successfully connect. If test does not pass, an error message with details about what’s causing the

connection error will be displayed.

!!WARNING!!: The server name is case sensitive. It must match whatever is used in the AES

server.




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Check Geolocator to display the county name and/or the state/province name in the additional call data.

Once you select the box a configuration screen will appear where you can select what you would like to

display, and where you would like it displayed in the additional data.

NOTE: This is a licensable feature. If your license does not include this feature you will not be able to

select it in the configuration tool.

Advanced… This will place the configuration in raw edit mode. This should only be used by advanced

users with the support of the InGenius Implementation Coordinator.

Check Zone Assignment if you would like to use the zone assignments you had configured in the Dialing

and Number Formatting tab. This will be make the zone assignment available in your RunTime

Administrator which is explained in section 7 of this guide.




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CONNECTION DETAILS TAB

This will automatically fill in after you have completed the Connection Info tab.

Please verify that the Protocol Version is set to one version below your Avaya AES version number.




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AGENT SETUP TAB

This is where you will set the various settings for your agent settings.

Agent

● Enabled: When checked this will enable agent functionality with InGenius Connector Enterprise.

● Unified Login: When checked end users will be presented with a unified login screen that will

enable agents to log into both an extension and their agent ID simultaneously.




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● EAS Enabled: When checked this will force agents to login to the group(s) to which they belong.

If unchecked, agents will have the ability to select the group they wish to login to.

Work Modes

Login: Selection the state option(s) you would like your agents to be able to use when signing

into their call ques.

● Auto In

● Manual In

● After call work

● Aux work

Ready: Select the option(s) you would like your agents to experience when changing from

unready to standby states.

● Auto In

● Manual In




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Reason Codes

● Enable reason codes: If checked this will enable your agents to select reason codes for Logout

state, Not Ready state and Agent Wrapup.

LOGOUT TAB

To program the Agent Logout reason codes select the Logout tab.

These are the codes displayed to end users in the InGenius Connector Enterprise User Interface when

they logout.

Codes are always a number and ideally should match those already programmed into the Avaya Aura

Communications Manager. If reason codes do not match those already programmed in switch, reason

codes selected by agents will still be captured and available for reporting however will not be defined and

consistent with those in the registry.

Comment: This is the translation of the numbered reason code and is displayed for agents in the UI.




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NOT READY TAB

To program the Agent Not Ready reason codes select the Agent Not Ready tab.


they are not ready.

Codes are always a number and ideally should match those already programmed into your Avaya Aura

Communications Manager. If reason codes do not match those already programmed into the switch,

reason codes selected by agents will still be captured and available for reporting however will not be

defined and consistent with those in the switch.





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WRAPUP

To program the Agent Wrapup codes select the Wrapup tab.


they click on the wrapup icon.

Selecting wrapup will place the agent into a wrapup state when the call is complete instead of the agent

being placed back into the queue. The time the agent has in wrapup, is dependent on how your Avaya

Aura Communication Manager is set up.

Wrapup:

Codes are always a number and ideally should match those already programmed into your Avaya Aura

Communications Manager. If codes do not match those already programmed into the switch, codes

selected by agents will still be captured and available for reporting however will not be defined and

consistent with those in the switch.





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5.2.4 Integrations

In this selection you will select the type of CRM system you would like to integrate with.

Select the Integrations tab and select the Salesforce check box.

Once you’ve completed all of the configuration tabs, click Save.




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5.2.5 Configuration Backup

You can set up InGenius Connector Enterprise to do a scheduled daily backup of its configuration via the

Configuration Backup Button on the bottom of the Configuration tab.

Target Folder: A local or network folder where you would like the configuration backup to be stored.

Start Time: The time of day you want the daily backup to run

User Name / Password: The login credentials of a user with sufficient permission to read/write to the

target folder.

Backup Configuration Now: Run an unscheduled backup immediately.

Schedule Backup: Schedule the backup to run with the settings defined. It will display the Next Run

Time of the backup at the top of the dialog.

Remove Scheduled: Clear the Next Run Time and stop the scheduled backup

Restore from Backup: Here you can restore the InGenius Connector Enterprise configuration from the

selected backup file.

NOTE: The InGenius Connector Enterprise service must be STOPPED to do a restore.

NOTE: The restore will also do a “Clear All Data” for the users. (For more details on “Clear All Data”, see

the InGenius Connector Enterprise for Salesforce Administration Guide)




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6 Starting InGenius Connector Enterprise

Once configuration is completed and saved, select the Status tab and click Start Service.

Once you start the service, InGenius Connector Enterprise is now available for use. If you make any

changes to the configuration, you must stop and restart the service for the changes to take effect.

NOTE: If the telephony platform is going to be stopped, cycled, or have maintenance that requires a

reset, ICE must be stopped before the maintenance is performed and only re-started once the telephony

system is back online.




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7 InGenius Connector Enterprise Runtime Administrator

Once InGenius Connector Enterprise is configured and running you can access the ICE Runtime

Administrator by visiting “https://YourServerURL/admin” via a browser.

The Run Time Administrator will allow you to:

● Configure and create the Salesforce Call Center Definition File that will help define the

settings of InGenius Connector Enterprise inside of Salesforce. This is outlined in detail in the

Salesforce Installation Guide.

● Turn ON Trace Logger - If diagnostic information is required by support team, you can turn on

trace logging to obtain more detailed information from your ICE server connection.

● Check For Capacity Updates - If you purchase additional licenses after your original purchase,

InGenius will update your license capacity. Clicking on Check for Capacity Updates will notify you

of the updated changes.

● Add Capacity License - In special circumstances you may receive an additional license key to

increase your license capacity. If this is the case, insert the license key into the Capacity License

Key field and click Add Capacity License.




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● Monitor license assignment - under the Salesforce Tab select License Assignment. The total

user licenses, as well as seeing specific users granted access to the application and the users’

status. If a user is no longer using the ICE application, you can click the “Active” button on the

right to return the license to the pool of available licenses.

● Zone Assignment: If you have set up Dialing zones, you can manage and test the various

devices included within the various zones using regular expressions. To test a device, simply

enter the extension or device identifier and click Test. The zone to which the device belongs will

be displayed. Zone assignment status is also provided.

For more information on the Salesforce configuration please see the InGenius Connector Enterprise for

Salesforce Administration Guide.


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