Aeonix Contact Center - Tadiran Telecom · ACTIVEX API QUICK REFERENCE ..... 34 GLOSSARY OF TERMS...

Aeonix Contact Center

Integration with CRM Application

Reference Guide

Version 3.0

Document Edition 3.0

T h e in fo rm a tio n c o n ta in e d in th is d o c u m e n t is p ro p rie ta ry a n d is s u b je c t to a l l re le v a n t c o p y rig h t, p a te n t a n d o th e r la w s p ro te c tin g in te l le c tu a l p ro p e rty , a s w e ll a s a n y s p e c if ic a g re e m e n t p ro te c tin g TADIRAN TELECOM (TTL) L.P.’s (h e re in re fe rre d to a s th e “M a n u fa c tu re r” ) r ig h ts in th e a fo re s a id in fo rm a tio n . N e ith e r th is d o c u m e n t n o r th e in fo rm a tio n c o n ta in e d h e re in m a y b e p u b lis h e d , re p ro d u c e d o r d is c lo s e d to th ird p a rtie s , in w h o le o r in p a rt, w ith o u t th e e x p re s s , p rio r, w ritte n p e rm is s io n o f th e M a n u fa c tu re r. In a d d itio n , a n y u s e o f th is d o c u m e n t o r th e in fo rm a tio n c o n ta in e d h e re in fo r a n y p u rp o s e s o th e r th a n th o s e fo r w h ic h it w a s d is c lo s e d is s tric tly fo rb id d e n . T h e M a n u fa c tu re r re s e rv e s th e rig h t, w ith o u t p rio r n o tic e o r l ia b i l i ty , to m a k e c h a n g e s in e q u ip m e n t d e s ig n o r s p e c if ic a tio n s . In fo rm a tio n s u p p lie d b y th e M a n u fa c tu re r is b e lie v e d to b e a c c u ra te a n d re l ia b le . H o w e v e r, n o re s p o n s ib i l i ty is a s s u m e d b y th e M a n u fa c tu re r fo r th e u s e th e re o f n o r fo r th e rig h ts o f th ird p a rtie s w h ic h m a y b e a f fe c te d in a n y w a y b y th e u s e th e re o f . A n y re p re s e n ta tio n (s ) in th is d o c u m e n t c o n c e rn in g p e rfo rm a n c e o f th e M a n u fa c tu re r’s p ro d u c t(s ) a re fo r in fo rm a tio n a l p u rp o s e s o n ly a n d a re n o t w a rra n tie s o f fu tu re p e rfo rm a n c e , e ith e r e x p re s s o r im p lie d . T h e M a n u fa c tu re r’s s ta n d a rd l im ite d w a rra n ty , s ta te d in its s a le s c o n tra c t o r o rd e r c o n f irm a tio n fo rm , is th e o n ly w a rra n ty o f fe re d b y th e M a n u fa c tu re r in re la tio n th e re to . T h is d o c u m e n t m a y c o n ta in f la w s , o m is s io n s o r ty p e s e ttin g e rro rs ; n o w a rra n ty is g ra n te d n o r l ia b i l i ty a s s u m e d in re la tio n th e re to u n le s s s p e c if ic a l ly u n d e rta k e n in th e M a n u fa c tu re r’s s a le s c o n tra c t o r o rd e r c o n f irm a tio n . In fo rm a tio n c o n ta in e d h e re in is p e rio d ic a l ly u p d a te d a n d c h a n g e s w i l l b e in c o rp o ra te d in to s u b s e q u e n t e d itio n s . I f y o u h a v e e n c o u n te re d a n e rro r, p le a s e n o tif y th e M a n u fa c tu re r. A l l s p e c if ic a tio n s a re s u b je c t to c h a n g e w ith o u t p rio r n o tic e .

© Copyright by TADIRAN TELECOM (TTL) L.P., 2013-2016.

All rights reserved worldwide.

A ll tra d e m a rk s c o n ta in e d h e re in a re th e p ro p e rty o f th e ir re s p e c tiv e h o ld e rs .

Disclaimer T h e i l lu s tra tio n s a n d o th e r v ie w s , te le p h o n e d is p la y s o r s c re e n c a p tu re s a p p e a rin g in th is m a n u a l a re e x a m p le s u s e d to e x p la in m o re c le a rly h o w th e fe a tu re s a n d c o n tro ls a re u s e d . T h e re fo re , w h a t a p p e a rs o n th e d is p la y o r s c re e n c a p tu re in th e i l lu s tra tio n s m a y d if f e r f ro m w h a t a p p e a rs o n th e a c tu a l e q u ip m e n t, a n d s o m e o f th e i l lu s tra tio n s m a y re p re s e n t s o m e th in g im p o s s ib le in a c tu a l o p e ra tio n . T h e fu n c tio n s th a t c a n b e u s e d a n d th e in fo rm a tio n th a t c a n b e d is p la y e d w il l d if f e r d e p e n d in g o n th e te le p h o n y s ta te a n d e x te rn a l e q u ip m e n t b e in g c o n n e c te d . T h e n a m e s o f c o m p a n ie s , p ro d u c ts , p e o p le , c h a ra c te rs , a n d /o r d a ta m e n tio n e d h e re in a re f ic titio u s a n d a re in n o w a y in te n d e d to re p re s e n t a n y re a l in d iv id u a l, c o m p a n y , p ro d u c t, o r e v e n t, u n le s s o th e rw is e n o te d .

Record of Changes

Edition No.

Issue Date Brief Description

3 .0 J u ly -3 1 -2 0 1 6 A C C V e rs io n 3 .0 . F o rm a tte d fo r F la re in p u t. R e m o v e d A C C L ite .

1 .2 F e b -0 2 -2 0 1 6 R e p la c e d T a d ira n lo g o 1 . 1 M a y -0 2 -2 0 1 3 V e rs io n 1 .0 , M in o r c h a n g e s 1 .0 F e b - 1 4 -2 0 1 3 V e rs io n 1 .0 , T a d ira n lo o k & fe e l

Table of Contents CHAPTER 1 — PREFACE .......................................................................................................................... 1

ABOUT THIS GUIDE.......................................................................................................................... 1 RELATED DOCUMENTATION ........................................................................................................... 1 TYPOGRAPHICAL CONVENTIONS ................................................................................................... 2

CHAPTER 2 — CRM INTEGRATION OVERVIEW ................................................................................... 3

ABOUT THE AEONIX CONTACT SYSTEM ....................................................................................... 3 INTEGRATING WITH EXTERNAL APPLICATIONS........................................................................... 3 THE CALL PROFILE .......................................................................................................................... 5 THE AEONIX CONTACT CENTER AGENT INI FILE ....................................................................... 7

CHAPTER 3 — INTEGRATING APPLICATIONS BY DDE ........................................................................ 9

INTRODUCTION ................................................................................................................................. 9 AEONIX CONTACT CENTER AGENT - FIRST INVOCATION .......................................................... 9 AEONIX CONTACT CENTER AGENT - CONFIGURATION ........................................................... 10 AEONIX CONTACT CENTER AGENT - AS A DDE CLIENT ......................................................... 11

DDE Commands ................................................................................................................................. 12 AEONIX CONTACT CENTER AGENT - AS A DDE SERVER ........................................................ 13

The ACD Topic ................................................................................................................................... 13 The TEL topic ...................................................................................................................................... 14 The REQUEST Topic ......................................................................................................................... 15 The OTHER topic ............................................................................................................................... 15

ADVANCED CONFIGURATION OPTIONS ..................................................................................... 16 Using DDE Poke instead of DDE Execute ..................................................................................... 16 Using multiple DDE commands for the same event ...................................................................... 16 Working with more than one DDE Server application at the same time .................................... 17

CHAPTER 4 — INTEGRATING APPLICATIONS BY ACTIVEX .............................................................. 18

INTRODUCTION .............................................................................................................................. 18 AEONIX CONTACT CENTER AGENT - CONFIGURATION ........................................................... 19 AEONIX CONTACT CENTER AGENT - MANAGEMENT .............................................................. 19 AEONIX CONTACT CENTER AGENT - INITIATED EVENTS ....................................................... 20

The TEL Events ................................................................................................................................... 20 The ACD Events .................................................................................................................................. 20

AEONIX CONTACT CENTER AGENT - METHODS (SERVICES) .................................................. 21 The TEL methods ................................................................................................................................ 21 The ACD Methods .............................................................................................................................. 22

THE PROPERTIES (GET ONLY) ...................................................................................................... 22 POSSIBLE ONDENIED CAUSES ..................................................................................................... 23 TYPE OF ALL VARIABLES .............................................................................................................. 23

CHAPTER 5 — ACTIVATING APPLICATIONS BY TRIGGERS ............................................................... 24

INTRODUCTION .............................................................................................................................. 24 AEONIX CONTACT CENTER AGENT - CONFIGURATION ........................................................... 24 ACTIVATING AN APPLICATION .................................................................................................... 24 COMMAND SUBSTITUTION ........................................................................................................... 24 ACTIVATION EVENTS .................................................................................................................... 25

APPENDIX A — INTEGRATIONS EXAMPLES ........................................................................................ 26

GOLDMINE BY DDE ...................................................................................................................... 26 SMARTERM BY DDE ..................................................................................................................... 26 GTW420 BY DDE ......................................................................................................................... 26 MSACCESS BY DDE ..................................................................................................................... 27 KEAVT BY DDE ........................................................................................................................... 27 WEB APPLICATION BY TRIGGERS ............................................................................................... 27 CMS BY DDE ................................................................................................................................ 28 VANTIVE BY DDE ......................................................................................................................... 28 EXTERNAL APPLICATION BY ACTIVEX...................................................................................... 29

Code of VbController.exe .................................................................................................................. 29 The Control panel ............................................................................................................................... 33

APPENDIX B — ACTIVEX API QUICK REFERENCE ........................................................................... 34

GLOSSARY OF TERMS .............................................................................................................................. 37

A e o n ix C o n ta c t C e n te r – In te g ra tio n w ith C R M A p p lic a tio n 1

Chapter 1 — Preface

About This Guide

This guide describes how to integrate Aeonix Contact Center with external CRM applications. It details the available integration interfaces and provides all reference information required including examples of integrations with several applications available on the market.

It is intended for Professional Services engineers and customer application programmers who should identify the appropriate way of integrating Aeonix Contact Center to the external application.

It is assumed that the reader is familiar with the Aeonix Contact Center architecture and the features and functionality of the Aeonix Contact Center Agent application.

Notes: For a description of Aeonix Contact Center terms and concepts used in this guide, refer to the glossary at the end of this document.

Related Documentation T h e fo l lo w in g d o c u m e n ts a re a v a ila b le fo r th e Aeonix Contact Center s y s te m : Context Sensitive On-Line Help Aeonix Contact Center Administrator User Guide Aeonix Contact Center Visor User Manual Aeonix Contact Center Agent User Manual Aeonix Contact Center Product Description Aeonix Contact Center for Coral Installation and Getting Started Guide Aeonix Installation Manual (Disc-3) Aeonix Contact Center Visor and Agent Clients Installation Manual Aeonix Contact Center Cradle to Grave Users Guide Integration with CRM Applications - Reference Guide – This Guide

Typographical Conventions V a rio u s ty p o g ra p h ic a l c o n v e n tio n s a re u s e d th ro u g h o u t th is g u id e to h e lp y o u fo l lo w th e te x t. T h e fo l lo w in g s fo rm a ts id e n tif y s p e c if ic in fo rm a tio n : A ria l F o n t W o rd s th a t a p p e a rs in th is fo n t a re a c tu a l w o rd s th a t

a p p e a r in th e w in d o w s a n d d ia lo g b o x e s o f th e s o f tw a re a p p lic a tio n s .

Italic Font w o rd s th a t a p p e a r in italic in d ic a te c ro s s - re fe re n c e to o th e r s e c tio n s o r f ig u re s w ith in th is g u id e

Note:

Im p o rta n t n o te s a re p re c e d e d b y th e w o rd “N o te : ” p re s e n te d in b o ld ty p e fa c e , w ith l in e s a b o v e a n d b e lo w .

<T e x t e n c lo s e d b y a n g le b ra c k e ts a n d in A ria l fo n t>

T e x t e n c lo s e d b y a n g le b ra c k e ts a n d in A ria l fo n t in d ic a te th e n a m e o f a k e y o n th e k e y b o a rd o r m o u s e b u tto n s ( th e <E n te r> k e y )


Chapter 2 — CRM Integration Overview

About the Aeonix Contact System The Aeonix Contact Center is a comprehensive Contact Center solution designed to control, manage, monitor and support the various activities required at a Contact Center site.

The Aeonix Contact Center Engine system includes a sophisticated Intelligent Routing mechanism. It also employs an integrated Interactive Voice Response (IVR) package that enables the Contact Center manager to design a routing plan and accurately assesses Contact Center activity trends. On the basis of this information, management can provide the most efficient personnel allocation plan to meet the Contact Center’s requirements.

The Aeonix Contact Center Visor Management Information System (MIS) monitors Contact Center activities, generates reports that summarize the past performance of the system over a given time period, and provides statistical analysis of the Contact Center system behavior, within a specified period.

The Aeonix Contact Center Agent station provides a fully computerized environment allowing easy operation of all telephone and software activities required by agents.

The system uses a networked client/server architecture comprising server applications on the Aeonix Contact Center Server and client applications at the supervisors and agents stations. The modules of the server software run on the server continuously, and are responsible for connecting to contact resources (i.e. PBX), routing and handling contact channels, and creating and storing performance data and statistics.

The client software applications are the user interface to the system. They run on client machines and enable supervisors and managers to configure the system, display and generate statistical reports. They also enable agents to perform their various activities.

Integrating with External Applications Aeonix Contact Center is based on the Client/Server architecture and provides interfaces for ‘client based’ integrations with external applications, in most of occasions CRM applications.

The information related to a call is kept in a table called ‘Call Profile’. The Call Profile includes all data associated to the call and is composed of mandatory fields (like: DNIS, ANI, Initiate Time, Priority), user fields (fields which can be defined and managed by implementer) and Skills (the various skills required by callers and assigned to agents). The Call Profile is originated once the call ‘enters’ the PBX being accessible and managed during the process of the call and is cleared at call completion.

When a call is routed to an Agent the Aeonix Contact Center Agent application uses Call Profile values to provide the appropriate notifications to the Agent and offers tools to deliver specific fields to external applications available at the Agent station along with executable commands. For example it may send a command to pop-up the screen of the caller based on Caller ID (ANI).

Aeonix Contact Center supports standard de facto interfaces for integration with external applications including DDE, ActiveX and basic MS Prompt commands (called Triggers).


The following chart shows a screen pop-up at the Aeonix Contact Center Agent workstation activated by Peter, that received a call initiated by Joe Cardilo, the Director of Sales from EasyRun Inc. The ANI number (Joe’s phone number) was transferred to the Goldmine™ application and Joe’s file popped-up on Peter’s screen.


The Call Profile The Call Profile, as mentioned, contains a list of fields each including the field name and it’s value. There are mandatory fields (fields defined and managed by Aeonix Contact Center) and additionally the user may define user fields and skills. User fields and skill fields can be updated at various instances defined on the Administration and by Call Control Scripts.

Note: For detailed explanations of the management of Call Profile fields see the Aeonix Contact Center Administrators Guide.

The following table lists the Call Profile mandatory fields available at the Aeonix Contact Center Agent application once an ACD call reaches the Agent:

External Name

Description DDE Name

Group The internal group id related to the call acd_group Original Destination Original destination of the call called Trunk PBX and call-type depended. trunk Call id The call-id related to the call callid DNIS DNIS of the Call DNIS calling ANI (caller id) of Caller calling

Type Call type (1=voice, 2=chat, 3=mail, 4=callback, 5=abandoned, 6=Web_callback, 7=dial from list calltyp

Media Call media (1=voice, 2=chat, 3=email) Media Priority Priority of call Service Service which handles the call Service

CUSTOMER_NUMBER Identifier number of the Customer (If internal Customers Table used)

Customer Number

CUSTOMER_NAME Customer Name (If internal Customers Table used) Customer Name

ACD_ENTER_DATE Date the call entered Aeonix Contact Center ACD Enter Date

ACD_ENTER_TIME Time the call entered Aeonix Contact Center ACD Enter Time

Q_POSITION Call position in Queue Queue Position AVERAGE_Q_TIME Expected average wait time in queue Average Queue Time CALLBACK_TIME Callback time set by caller (if empty – Abandoned Call) Call Back Time CALLBACK_DEST Callback destination Call Back Destination

LANGUAGE The language associated with the call.: (0=English, 1=Hebrew, 2=Russian, 3=Arabic, 4=Mexican Spanish)

Language

AGENT_NUMBER Agent Extension AGENT_NUMBER Number used to identify the agent Agent Number DIAL_LIST_ID Dial List ID START_QUEUE_TIME Start Queue Time AGENT_NUMBER Agent number Agent Number AGENT_PSW Agent password AGENT_PSW AGENT_EXT agent extension Agent Extension EXECUTE_REQ for any request to be executed EXECUTE_REQ


External Name

Description DDE Name

TRUNK_NUMBER Trunk Number EMAIL_TO Email To field Email To EMAIL_CC Email CC EMAIL_SUBJECT Email Subject field Email Subject EMAIL_FROM Email From field Email From EMAIL_REPLY_TO Email Reply-to field Email Sent Date EMAIL_SENT_DATE Email Sent-date field Email Sent Time EMAIL_SENT_TIME Email Sent-time field Email To EMAIL_ENTER_OMS_DATE Email Enter OMS Date

EMAIL_ENTER_OMS_TIME Email Enter OMS Time

PRIMARY_CB Primary Call Back Destination

ALTERNATIVE1_CB Alternative Call Back Destination 1

ALTERNATIVE2_CB Alternative Call Back Destination 2

Note: Call Profile field names are not case sensitive


The Aeonix Contact Center Agent INI File Each Agent in Aeonix Contact Center has an INI file that includes the application setup definitions and maintains the Agent’s personal setup along with other valuable data related to features and customization of the agent workstation. The file named ETAS.INI is formatted as a standard Windows INI file and resides is the agent’s personal folder XXXX, where XXXX is the agent ID on Aeonix Contact Center Server. All agent personal folders are located on the shared directory named Agents (…\Aeonix Contact Center\Agents).

Note: Never modify the ETAS.INI file while the Aeonix Contact Center Agent application is running. The moment the agent closes the application, all changes will be lost.

The INI file contains all information and setup of the agent station. It also includes information related to actions and data for integrating with external applications. The integration data appears in the DDE and Triggers paragraphs as shown in the following example.

[TRIGGERS] OperateTriggers=1 [TRIG_OnIncoming] Command=MyApplication.exe %calling %DNIS %Service %callid [TRIG_OnConnected] Command=notepad.exe %service.txt [DDE] Server=CRM Topic=Events [DDE_OnStarted] Command=started [DDE_OnReStarted] Command=restarted [DDE_OnDenied] Command=denied %cause [DDE_OnStoped] Command=stopped [DDE_OnLoggedIn] Command=loggedin %group [DDE_OnLoggedOut] Command=loggedout %group [DDE_OnHeld] Command=held %callid [DDE_OnRetrieved] Command=retrieved %callid [DDE_OnIncoming] Command=incoming %callid, %Calltyp, %DNIS, %calling, %Service, %Priority, %ACD Enter Time [DDE_OnConnected] Command=connected %callid, %Calltyp, %DNIS, %calling, %Service, %Priority, %ACD Enter Time [DDE_OnConferenced]


Command=conferenced %callid [DDE_OnReleased] Command=released [DDE_OnResumed] Command=resumed [DDE_OnWrapUp] Command=wrapup [DDE_OnReady] Command=ready [DDE_OnCleared] Command=cleared %callid

For each integration type, there is a list of Agent states and the related action (mainly command) activated at that state.

The available states are detailed later on the document. The COMMAND may include free text, parameters prefixed by the percentage (%) sign and also control codes. A parameter can be any Call Profile field name either mandatory, user fields or skill fields available at the Aeonix Contact Center Agent application.

On state changes the command related to that state is evaluated and all parameters and control codes are substituted by their appropriate values.

The following table details the substitution rules:

Parameter/Code Substitution Value %call_profile_field Call Profile field value

\\ \ (Backslash)

\t TAB

\b BACKSPACE

\r CR

\n Newline

\f Formfeed

\a Alert (Beep)

\xHH Character HH (HH= hexadecimal value of character)

Note: IF an undefined or illegal Call Profile parameter is prefixed by the percentage (%) sign, the literal text will be used and no parameter substitution will take place.


Chapter 3 — Integrating Applications by DDE This chapter describes the DDE interface provided by the Aeonix Contact Center Agent application to external applications, usually CRM applications.

Introduction The Aeonix Contact Center Agent DDE interface enables external applications to interact with the Aeonix Contact Center Agent software. The Applications can get notifications from the Aeonix Contact Center Agent when some important event occur and can control some of the Telephony and ACD functions supported by Aeonix Contact Center Agent. For Example, an application working as a DDE server and as a DDE Client can perform the following scenario from the application itself: 1) The moment a call is delivered to an agent and the phone rings, the Aeonix Contact Center

Agent connects to the application (which should be working as a DDE server) and invokes an EXECUTE command on the DDE protocol.

2) The Application gets the information and the parameters from the Aeonix Contact Center Agent event. At this time, the application can perform its functions like popping the customer screen, updating a database etc.

3) The Application provides a button to the agent to answer the call. When the agent presses the button, the application contact the Aeonix Contact Center Agent (Which is now working as a DDE Server) and invokes an EXECUTE command on the TEL topic requesting to answer the call.

4) The call is answered and the agent handles the call. 5) The application provides another button to the agent to terminate the call. When the agent

presses the button, the application contact the Aeonix Contact Center Agent (Which is now working as a DDE Server) and invokes an EXECUTE command on the TEL topic requesting to terminate the call.

The Aeonix Contact Center software, gathers information for a call from the moment the call enters the system until the call gets terminated. All these information is stored on an entity called the Call Profile. (CP) The Aeonix Contact Center Agent software makes all the Call Profile information available to the external application. The Aeonix Contact Center Agent works as a DDE Client and as a DDE Server at the same time.

Aeonix Contact Center Agent - First Invocation Any Windows application can start the Aeonix Contact Center Agent software using the following command line: AeonixContactCenterAgent.exe 0 AgentId AgentPwd

Where:

0 – Number Zero AgentId: The Agent ID number of the agent AgentPwd: The Agent’s password

A e o n ix C o n ta c t C e n te r – In te g ra tio n w ith C R M A p p lic a tio n 1 0

Aeonix Contact Center Agent - Configuration The Aeonix Contact Center Agent was designed in such a way to provide a lot of flexibility at the integration time. The [DDE] section of the ETAS.INI file defines a series of parameters that are unrelated to a specific command, event or trigger but affect the way the application behaves. This parameters or flags are defined on the following table: Parameter name Explanation Example usage ActivateServer Indicates if the DDE/ActiveX capabilities

inside the Aeonix Contact Center Agent application are activated or not. The possible values are:

a) TRUE- The capabilities are enabled b) FALSE – The capabilities are disabled

If this parameter is not defined on the file, it is assumed that the capability is enabled

ActivateServer= TRUE

ToggledReleaseResume Defines the behavior of the Release/Resume option. On Aeonix Contact Center Agent pressing the Release/Resume button twice will return the agent to the state he was before. When using the DDE/ActiveX integration is sometimes necessary to disable this toggle behavior. The possible values are:

a) TRUE – Requesting either Release or Resume command twice will return the agent to the initial state

b) FALSE- The toggle behavior is cancelled. In order to Release or Resume an agent, the appropriate command must be used. Requesting to release an already released agent, will not modify the agent’s state.

ToggledReleaseResume=TRUE

When the Aeonix Contact Center Agent works as a DDE Client the following general parameters can also be configured:

a) Server Name of the server application b) Topic Topic to be used by the Aeonix Contact Center Agent when executing

a command on the external application (Default is Aeonix Contact Center Agent)

c) Command Command and parameters to send to the application when a specific event occurs. This command is defined per event type.

The configuration of the commands should be done at the time the system is installed. The person installing the Aeonix Contact Center software will do this configuration.


Aeonix Contact Center Agent - as a DDE Client Aeonix Contact Center Agent can EXECUTE commands on an external application when the following events occur:

a) DDE_OnIncoming : When the call rings at the agent b) DDE_OnConnected: When the call is answered by the agent c) DDE_OnCleared: The Call was terminated d) DDE_OnHeld: The current call was held e) DDE_OnRetrieved: The call was retrieved from hold. f) DDE_OnStrarted : Aeonix Contact Center Agent starts to work g) DDE_OnRestarted: Aeonix Contact Center Agent restarts h) DDE_OnDenied: Aeonix Contact Center Agent can’t work

The command is a string that will be sent as is to the external application. To provide parameters, the % sign must precede the Call Profile field name.

Example: To indicate to a CRM Application that a call has being delivered to the agent (and is ringing) the following command can be used: [DDE_OnIncomng] command=Incoming from=%calling group=%acd_group When a call comes in from number 7410953 to the group Sales, the following command will be sent to the external application: Topic=Aeonix Contact Center Agent DDE_Command= DDE_EXECUTE Command= Incoming from=7410953 group=Sales Notes:

1. All the commands and parameters are not case sensitive. 2. If a parameter requested in the command has no value, a blank will be sent. 3. The structure of the commands and the events should be defined per installation. The

person installing the Aeonix Contact Center Agent software will do the Aeonix Contact Center Agent configuration.

4. The configuration file is called ETAS.INI and is stored on the Aeonix Contact Center Server.


DDE Commands Event Parameters Default Description DDE_OnIncoming Command Incoming %CallId,

%Calling,%Service, %Group A call is ringing at the agent phone

DDE_OnConnected Command Connected %CallId, %Calling,%Service, %Group

The agent answers the call

DDE_OnCleared Command ConnCleared %CallId The call terminates DDE_OnRelease Command Released Agent was Released DDE_OnResume Command Resumed Agent was Resumed DDE_OnWrapUp Command WrapUp Agent goes to WrapUp DDE_OnReady Command Ready Agent returns from Wrap Up DDE_OnLogin Command LoggedIn Agent logged in DDE_OnLogout Command LoggedOut Agent Logged Out DDE_OnHeld Command Held %CallId, A call was held DDE_OnRetrieved Command Retrieved %CallId, A call was retrieved DDE_OnStrarted None Started Aeonix Contact Center Agent

started DDE_OnRestarted None Restarted Aeonix Contact Center Agent

lost connection to the server and now it is on line again

DDE_OnDenied Cause Denied %cause Aeonix Contact Center Agent is unable to work.

Possible OnDenied Causes: Cause Name Description

1 LOGGED_ON_TO_ANOTHER_EXT Agent already logged in on another extension 2 NEW_AGENT_ON_EXT Another agent logged on current extension 3 WRONG_AGENT Wrong Agent Id supplied 4 WRONG_PASSWORD Wrong password 5 MAX_NUM Maximum number of agents in system is exceeded 6 FAILED_TO_READ_FROM_DBS Internal Error 7 STILL_INITIALIZING Aeonix Contact Center Agent can’t start yet

because the whole system is still initializing Comments:

It is important to mention that there can be more than one active call at the same time, therefore the values for the call ID can be important.


Aeonix Contact Center Agent - as a DDE Server The Aeonix Contact Center Agent when working as a DDE server supports the following TOPICS:

1) ACD For ACD related functions 2) TEL For all Telephony related functions 3) REQUESTS The application can request information from the Aeonix Contact

Center Agent 4) OTHER Miscellaneous commands

The ACD Topic The following commands are invoked using DDE_EXECUTE: Command name Parameters Description LoginPrimaryGroups None Logs In to all the primary groups LogoutFromPrimaryGroups None Logs out from all the primary groups LoginGroup Group name Logs in into a specific group LogoutFromGroup Group name Logs out from a specific group Release None Makes agent enter “Release” state Resume None Makes agent enter “Resume” state Wrapup WrapUp code Enters Wrap Up code AgentReady None Terminates the Wrap Up time TransferToAgent Agent number Transfers call to specified agent Help None Help request from supervisor SetCallProfile Field name ,

New field value Sets Call profile field value

The following command is supported using DDE_REQUEST: Command name Parameters Description CommandList None Gets a space delimited list of

supported commands for the topic Notes:

1. All the parameters are strings 2. The commands and the parameters are not case sensitive


The TEL topic The following commands are invoked using DDE_EXECUTE: Command name Parameters Description Alternate None Exchanges between the call on

hold and the active call Answer None Answers the call that is ringing HangUp None Terminates the current call ClearConnection Call Id Terminates the call with the

selected Call ID Divert

Destination dial number Diverts the call the desired destination before answering the call

Hold None Puts the current call on hold Retrieve None Retrieves a call that was previously

put on hold MakeCall Destination dial number Makes an outgoing call TransferCall Destination dial number Starts the transfer process CompleteTransfer None Removes the agent from the call

completing the transfer Conference Destination dial number Begins a Conference call CompleteConference None Complete the conference call SingleStepTransfer Destination dial number Transfers the current call to

another telephone Reconnect

None Returns the agent to the original call and terminates the consultation.

The following command is supported using DDE_REQUEST: Command name Parameters Description CommandList None Gets a space delimited list of

supported commands for the topic

Note: All the commands are supported for both Coral and Aeonix. It depends on Agent telephone, wheter it is MGCP or SIP.


The REQUEST Topic The following commands are supported using DDE_REQUEST: Item name Paramet

ers Returns (string) Description

TopicItemList None GETS A SPACE DELIMITED LIST OF SUPPORTED ITEMS FOR THE TOPIC

IsPhoneBusy None TRUE or FALSE TRUE if the phone is busy

HeldCallsCount None Number of calls on hold Number of calls currently on hold () or 1)

GetCpParam Field name

Field value Retrieve the value of a specific Call Profile Field

IsRelease None TRUE or FALSE TRUE if the agent is in the release state

IsLoggedIn Group Name

TRUE or FALSE TRUE if the agent is on the login state

IsWrapUp None TRUE or FALSE TRUE if the agent is currently on Wrap Up time.

The OTHER topic The following command is invoked using DDE_EXECUTE: Command name Parameters Description Terminate None Closes Aeonix Contact CenterAgent application The following command is supported using DDE_REQUEST: Command name Parameters Description CommandList None Gets a space delimited list of supported commands

for the topic


Advanced Configuration Options When integrating to other applications, the basic DDE client behavior of Aeonix Contact Center Agent may not be enough, sometimes it is necessary to have more control on the DDE commands sent by the Aeonix Contact Center Agent to the CRM application. Using DDE Poke instead of DDE Execute Some applications require the use of the DDE Poke command instead of the standard DDE Execute used by Aeonix Contact Center Agent. In order to support this, you can replace the full command line following the desired event with the following: Poke(destination)=Value As an example of this usage, let’s assume that it is necessary to set the ANI number of the caller for the current call on some MS Excel ™ sheet when a call is answered by the agent. This can be done with the following lines inside the ETAS.INI file:

[DDE_OnConnected ] Poke(Excel,Sheet1,rc)=%calling

Note: A detail explanation on using the DDE Poke command is beyond the scope of this document. Using multiple DDE commands for the same event Some applications require the use of multiple DDE commands on response for a specific event. In order to support this, you can replace the full command line following the desired event with a list of DDE commands to perform. The DDE commands Poke and Execute can be used. A more complicated example of managing MS Excel™ this way can be found on the following example:

[DDE_OnIncoming] Poke(Excel,Sheet1,rc)=%calling Execute(Excel,Sheet1)={RIGHT} Poke(Excel,Sheet1,rc)=%Service Execute(Excel,Sheet1)={RIGHT} Poke(Excel,Sheet1,rc)=%ACD_ENTER_DATE Execute(Excel,Sheet1)={RIGHT} Poke(Excel,Sheet1,rc)=%ACD_ENTER_TIME Execute(Excel,Sheet1)={RIGHT} Poke(Excel,Sheet1,rc)=David Young, ID 555 Execute(Excel,Sheet1)={RIGHT} Execute(Excel,Sheet1)={DOWN} Execute(Excel,Sheet1)={HOME}

In this case, Aeonix Contact Center Agent will enter several values to several different Excel cells when the call rings at the Agent’s phone


Working with more than one DDE Server application at the same time In Some situations it is necessary to send DDE commands to more than one application as a result for a specific trigger. The following example illustrates how to set up the response for the DDE_OnIncaming event on the ETAS.INI file to set a value on an Excel Sheet and set the URL for Internet Explorer to www.walla.co.il, and finally, moving the cursor to a different location on the Excel sheet.

[DDE_OnIncoming] Poke(Excel,Sheet1,rc)=%calling Execute(IExplore,WWW_OpenURL)="www.walla.co.il,,0" Execute(Excel,Sheet1)={DOWN} Execute(Excel,Sheet1)={HOME}

http://www.walla.co.il/


Chapter 4 — Integrating Applications by ActiveX This chapter provides a simple reference for programmers that plan to integrate with the Aeonix Contact Center Agent application using the ActiveX control provided with Aeonix Contact Center. It describes the interface of the control, the available methods, parameters and additional information required to perform the integration. It is assumed that the programmer is familiar with the ActiveX specification and use.

Introduction The Aeonix Contact Center Agent ActiveX control enables external applications to use the Aeonix Contact Center Agent to perform the telephony and ACD parts of the agent functionality. The Applications can get events from the Aeonix Contact Center Agent when some telephony, ACD and management events occur and can control the telephony, ACD and management functions supported by Aeonix Contact Center Agent. The following scenario details the process of an incoming call:

1) The moment a call is delivered to an agent and the phone rings, the Aeonix Contact Center Agent initiates an OnIncoming event to the application. Standard parameters (CallId, Call type, DNIS, ANI, Service, Priority and Time the call got in) are supplied in the event. Some parameters can be missing.

2) The application can get more call parameters from the Aeonix Contact Center Agent by getting properties (call profile fields).

3) At this time, the application can perform its functions like popping the customer screen, updating a database etc.

4) The Application provides a button to the agent to answer the call. When the agent presses the button, the application commands Aeonix Contact Center Agent (using the answer method) to answer the call.

5) The call is answered, the application gets an OnConnected event and the agent handles the call.

6) The application provides another button to the agent to disconnect the call. When the agent presses the button, the application commands Aeonix Contact Center Agent to disconnect the call.

The Aeonix Contact Center software, gathers information for a call from the moment the call enters the system until the call is disconnected. Those parameters are caller’s input (in the IVR), read of the organization’s database or set in the process of handling the call. All these information is stored on an entity called the Call Profile (CP). The Aeonix Contact Center Agent software makes all the Call Profile information available to the external application. The call profile fields are either fixed (e.g. priority, required service, time the call entered the system, etc.) or user defined in the administration. Both can be used to pass parameters that the Aeonix Contact Center can collect, to the CRM application.


Aeonix Contact Center Agent - Configuration The same as for the DDE integration, the configuration of the ActiveX behavior is done on the ETAS.INI file.

The default configuration provided by the manufacturer MUST be used to work with the ActiveX component.

No configuration is required on Aeonix Contact Center Agent side. All events are sent, all call profile is sent on relevant events and all commands are enabled. It is the CRM application responsibility to ignore what is not required.

Aeonix Contact Center Agent - Management The management includes starting the Aeonix Contact Center Agent, stopping and monitoring the connection state to the Aeonix Contact Center server.

The application can start the Aeonix Contact Center Agent software using the following method: StartEa(AgentNumber AgentPwd) Where: AgentNumber: The Agent’s number. AgentPwd: The Agent’s password. The application shall wait for a response event. There are two possible events:

• Started() – The Aeonix Contact Center Agent started and logged on. • Denied(Cause number) – Log on was denied by the Aeonix Contact Center server. For list

of causes of denial see ‘Possible OnDenied Causes’ section. The application can stop the Aeonix Contact Center Agent software using the following method: StopEa() No parameters are required. The Stopped() is the event indicating a successful action. Monitoring the connection state to the Aeonix Contact Center server uses the Connection lost and Restarted events. When Connection is lost (until a Restarted event is received) the Aeonix Contact Center Agent is Out of Service. No new calls are received and all telephony and ACD methods are inoperative, while Aeonix Contact Center Agent is Out of Service. BEFORE THE APPLICATION CANUSE ANY OF THE ACTIVEX COMMANDS, EVENTS OR PROPERTIES After starting the Aeonix Contact Center Agent application, the ActiveX component must be initialized by calling the init() method.


The init method has the following signature: H R E S U L T In it(B S T R n a m e ) Where the default name is "CRM" and must match the Server definition on the DDE part of the ETAS.INI file.

Note: After calling the StopEa() method, the ActiveX componenet will stop to respond. In order to re-activate it is necessary to call the init() method again.

Aeonix Contact Center Agent - Initiated Events Aeonix Contact Center Agent will send events to the external application when the following events occur: The TEL Events The following are Telephony events: Command Parameters Description OnIncoming CallId, Calltyp, DNIS, ANI,

Service, Priority, AcdTimeIn A call is ringing at the agent phone

OnConnected CallId, Calltyp*, DNIS, ANI, Service, Priority, AcdTimeIn

The agent answers the call

OnCleared CallId The call terminates OnHeld CallId, A call was held OnRetrieved CallId, A call was retrieved The ACD Events The following are ACD events: Command name Parameters Description OnLogin GroupName Agent logged in OnLogout GroupName Agent Logged Out OnRelease Agent was Released OnResume Agent was Resumed OnWrapUp Agent goes to Wrap Up OnReady Agent returns from Wrap Up

Note: It is important to mention that there can be more than one active call at the same time, therefore the values for the call ID can be important.

* Calltyp may be any number, as follows:

1-VOICE,2-CHAT,3-EMAIL,4-CALLBACK, 5-ABANDONED,6-WEB_CALLBACK, 7-CALL_FROM_LIST,8-CALL_FROM_CAMPAIGN_LIST, 9-CALLFROM_PREDICTIVE_LIST, 10-CALL_FROM_CLICK_TO_DIAL_LIST, 11-OUT_ACD


Aeonix Contact Center Agent - Methods (services) The Aeonix Contact Center Agent supports the following commands:

1) TEL For all Telephony related functions 2) ACD For ACD related functions

The TEL methods The following are Telephony methods: Command name Parameters Description Answer None Answers the call that is ringing HangUp None Clears the current call MakeCall Destination dial

number Makes an outgoing call

ClearConnection Call Id Terminates the call with the selected Call ID

Hold None Puts the current call on hold Retrieve None Retrieves a call that was previously put

on hold Divert Destination dial

number Diverts the call the desired destination before answering the call

StartTransfer Destination dial number

Starts the transfer process

CompleteTransfer None Removes the agent from the call completing the transfer

SingleStepTransfer Destination dial number

Transfers the current call to another telephone

StartConference Destination dial number

Begins a Conference call

CompleteConference None Complete the conference call Alternate None Exchanges between the call on hold and

the active call Reconnect None Returns the agent to the original call

and terminates the consultation.

Note: All the commands are supported for both Coral and Aeonix. It depends on Agent telephone, wheter it is MGCP or SIP.


The ACD Methods The following are ACD commands: Command name Parameters Description LoginPrimaryGroups None Logs In to all the primary groups LogoutPrimary Groups None Logs out from all the primary groups LoginGroup Group name Logs in into a specific group LogoutFromGroup Group name Logs out from a specific group ReleaseAgent None Makes agent unavailable ResumeAgent None Makes agent available WrapUpCode WrapUp code Enters Wrap Up code ControlledWrapUp

None

Let the agent to continue in wrap until decides that he is done (otherwise predetermined period set in administration)

AgentReady None Terminates the Wrap Up time TransferToAgent Agent number Transfers call to specified agent Help None Help request from supervisor

The properties (get only) The following are the list of properties: Item name Parameters Returns Description

ISPHONEBUSY None TRUE or FALSE (0 or 1 Long)

TRUE if the phone is busy

HeldCallsCount None

Number of calls on hold (Long)

Number of calls currently on hold

get_CallProfile("Cp-Name",cp_ptr);

CP_Name, buffer_for_value

Field value (String)

Retrieve the value of a specific Call Profile Field

IsRelease None TRUE or FALSE (0 or 1 Long)

TRUE if the agent is in the release state

IsLoggedIn Group name TRUE or FALSE (0 or 1 Long)

IsWrapUp None

TRUE or FALSE (0 or 1 Long)

TRUE if the agent is currently on Wrap Up state.

Note: All strings are not case sensitive.


Possible OnDenied Causes Cause Name Description 1 LOGGED_ON_TO_ANOTHER_EXT Agent already logged in on another

extension 2 NEW_AGENT_ON_EXT Another agent logged on current

extension 3 WRONG_AGENT Wrong Agent Id supplied 4 MAX_NUM Maximum number of agents in system is

exceeded 5 FAILED_TO_READ_FROM_DBS Internal Error 6 STILL_INITIALIZING Aeonix Contact Center Agent can’t start

yet because the whole system is still initializing

Type of all variables

Name Type Comment AgentNumber String AgentPwd String Cause number Long CallId Long Calltyp Long DNIS String ANI String Service String Priority Long AcdTimeIn String (HH:MM:SS) GroupName String Destination Dial number String WrapUp code String Any User field String Fields can be defined in administration Any Skill field String Fields can be defined in administration

Note: All strings are VB strings / BSCR in C language, and are not case sensitive.


Chapter 5 — Activating Applications by Triggers This chapter describes the interface, called Triggers, provided by the Aeonix Contact Center Agent application to activate external applications available at the Agent environment.

Introduction The Aeonix Contact Center Agent Triggers interface enables the activation of external applications at events (mainly states) of the Aeonix Contact Center Agent application. When receiving an event (a state change or activity performed by the agent) the command line related to that event on the INI file is activated.

Aeonix Contact Center Agent - Configuration The configuration of Aeonix Contact Center Agent in order to activate triggers is done on the TRIGGERS area of the ETAS.INI file for the appropriate agent. The beginning of the Triggers area should define the following parameter: [TRIGGERS] OperateTriggers=1 In order to activate the Triggers option the OperateTriggers should be set to 1. To disable the triggers functionality, the parameter should be set to 0. (Zero)

Activating an Application An application is activated at a specific event by configuring the command for the appropriate event. For activating an application named MyApplication.exe at a call ringing on the agent station and passing the application several parameters related to the call like: ANI number, DNIS, Aeonix Contact Center Service and the called extension, the following should be set: [TRIG_OnIncoming] Command=MyApplication.exe %calling %DNIS %Service %called

Command Substitution The command line can include free text and Call Profile parameters (mandatory, user fields and skill fields) see Chapter 2.


Activation Events Aeonix Contact Center Agent can activate a command when the following events occur:

1. TRIG_OnStarted 2. TRIG_OnReStarted 3. TRIG_OnDenied 4. TRIG_OnStoped 5. TRIG_OnLoggedIn 6. TRIG_OnLoggedOut 7. TRIG_OnHeld 8. TRIG_OnRetrieved 9. TRIG_OnIncoming 10. TRIG_OnConnected 11. TRIG_OnConferenced 12. TRIG_OnReleased 13. TRIG_OnResumed 14. TRIG_OnWrapUp 15. TRIG_OnReady 16. TRIG_OnCleared


Appendix A — Integrations Examples Following are some examples showing integrations of Aeonix Contact Center with external applications.

Goldmine by DDE The following example pops-up the caller file on a Goldmine application once the phone rings at the agent position. [DDE] Server=GOLDMINE ActivateServer=TRUE Topic=DATA [DDE_OnIncoming] Command=[CallerID(%calling,"Aeonix Contact CenterAgent",1)]

SmarTerm by DDE The following example pops-up the caller record from an interactive application running on the SmarTerm terminal emulator once the phone rings at the agent position. [DDE] Server=STOFFICE ActivateServer=_DEFAULT.STW Topic=DATA [DDE_OnIncoming] Command=[senddata(T%calling\n)]

GTW420 by DDE The following example lists all caller records on an Oracle Forms application running on the GTW420 terminal emulator once the phone rings at the agent position. The cursor is first positioned on the Pone Number field (by 5 TABs) and then the retrieve is performed (by PF12) [DDE] Server=GTW420 ActivateServer=SEND Topic=DATA [DDE_OnIncoming] Command=\x1B[23~\t\t\t\t\t%calling\x1B[24~


MSAccess by DDE The following example starts the MSAcess application activating a database named MYDB at the Aeonix Contact Center Agent activation and then on each arriving call opens the callers file: [DDE] Server=MsAccess Topic=System Database=D:\MYDB.mdb [DDE_OnIncoming] Command=[OpenForm cust,,, phone = %calling] [DDE_OnStarted] Command=[OpenDatabase D:\MYDB.mdb]

KEAVT by DDE The following example pops-up the DNIS record from an interactive application running on the KEAVT terminal emulator once the phone rings at the agent position. The command activates a Macro named Send: [DDE] Server=KEAVT Topic=MACRO [DDE_OnIncoming] Command=Send("T" +%DNIS +"^M")

Web Application by Triggers The following is an example of activating a web application by using the Triggers interface. The application is started in a new Internet Explorer window and shows all activities related to the calling customer. [TRIGGERS] OperateTriggers=1 [TRIG_OnIncoming] command=start c:\\Program files\\internet explorer\\iexplore.exe http://www.company.com/HomePages/CmaInternalPage/1,1564,11,FF.html?EZRu n=1&PersonalID=%calling


CMS by DDE The following is an example of popping up the calling customer file on a CMS (OnContact) application. [DDE] Server=cmsapp Topic=EXEC [DDE_OnIncoming] Command=f_set_parm(“calling”,”%calling”)><@f_agent(“C0Q3LJ6SG1”,””,””,””,”N”,””,””,””)

Vantive by DDE The following is an example of popping up the calling customer file on a Vantive application.

[DDE] Server=Vantive Topic=System [DDE_OnIncoming] Command=maEaXIncoming X%calling


External Application by ActiveX The following example is the implementation, in Visual Basic 6, of a console that enables the user to activate the controls of Aeonix Contact Center Agent. Events are received in the List window of the console (see the Control Panel). This example is part of the software supplied and can be used for understanding the API. Code of VbController.exe Private Sub Button_Alternate_Click() EaX.Alternate End Sub Private Sub Button_Answer_Click() EaX.Answer End Sub Private Sub cClearConn_Click() End Sub Private Sub Button_CompTrans_Click() EaX.CompleteTransfer End Sub Private Sub Button_Divert_Click() EaX.Divert Edit_Divert.Text End Sub Private Sub Button_Exit_Click() End End Sub Private Sub Button_GetCp_Click() Edit_CallProfileValue.Text = EaX.CallProfile(Edit_CallProfileName.Text) End Sub Private Sub Button_HangUp_Click() EaX.HangUp End Sub Private Sub Button_Hold_Click() EaX.Hold End Sub Private Sub Button_IsLoggedIn_Click() If EaX.IsLoggedIn(Edit_IsLogInGroupName.Text) = 1 Then Shape_IsLoggedIn.BackColor = &H80000003


Else Shape_IsLoggedIn.BackColor = &HFF& End If End Sub Private Sub Button_LogIn_Click() EaX.LoginGroup Edit_LogInGroupName.Text End Sub Private Sub Button_LoginPrim_Click() EaX.LoginPrimaryGroups End Sub Private Sub Button_LogOut_Click() EaX.LogoutFromGroup eLoGroup.Text End Sub Private Sub Button_LogoutPrim_Click() EaX.LogOutFromPrimaryGroups End Sub Private Sub Button_MakeCall_Click() EaX.MakeCall Edit_MakeCallDestination.Text End Sub Private Sub Button_LogOff_Click() EaX.StopEa End Sub Private Sub Button_LogOn_Click() EaX.StartEa Edit_AgentId.Text, Edit_Password.Text End Sub Private Sub Button_CompConf_Click() EaX.CompleteConference End Sub Private Sub Button_Ready_Click() EaX.AgentReady End Sub Private Sub Button_Reconnect_Click() EaX.Reconnect End Sub Private Sub Button_Release_Click()


EaX.ReleaseAgent End Sub Private Sub Button_Resume_Click() EaX.ResumeAgent End Sub Private Sub Button_Retrive_Click() EaX.Retrieve End Sub Private Sub AddToLog(ByVal line As String) If List.ListCount > 20 Then List.Clear End If List.AddItem line End Sub Private Sub Button_SingleStepTransfer_Click() EaX.SingleStepTransfer Edit_SingleStepTransfer.Text End Sub Private Sub Button_StartConf_Click() EaX.StartConferrence Edit_Conferrence.Text End Sub Private Sub Button_StartTrans_Click() EaX.StartTransfer Edit_Transfer.Text End Sub Private Sub Button_TransferToAgent_Click() EaX.TransferToAgent Edit_TransferTyAgendId.Text End Sub Private Sub Button_Wrapup_Click() EaX.WpapUp Edit_WrapupCode.Text End Sub Private Sub EaX_OnCleared(ByVal callid As Long) AddToLog "Cleared: " + Str(callid) End Sub Private Sub EaX_OnConnected(ByVal callid As Long) AddToLog "Connected: " + Str(callid) End Sub Private Sub EaX_OnHeld(ByVal callid As Long) AddToLog "Held:" + Str(callid) End Sub


Private Sub EaX_OnIncoming(ByVal callid As Long) AddToLog "Incoming: " + Str(callid) End Sub Private Sub EaX_OnLoggedIn(ByVal group As String) AddToLog "LoggedIn " + group End Sub Private Sub EaX_OnLoggedOut(ByVal group As String) AddToLog "LoggedOut " + group End Sub Private Sub EaX_OnReady() AddToLog "Ready " End Sub Private Sub EaX_OnReleased() AddToLog "Released" End Sub Private Sub EaX_OnResumed() AddToLog "Resumed" End Sub Private Sub EaX_OnRetrieved(ByVal callid As Long) AddToLog "Retrieved " + Str(callid) End Sub Private Sub EaX_OnWrapUp() AddToLog "WrapUp" End Sub Private Sub EaX_Started() AddToLog "Started" End Sub Private Sub EaX_Stopped() AddToLog "Stopped" End Sub Private Sub Form_Load() EaX.Init "Temp" End Sub


The Control panel


Appendix B — ActiveX API quick Reference Functions: HRESULT AgentReady(); HRESULT Alternate(); HRESULT Answer(); HRESULT CallProfile(BSTR cpname, [in] BSTR newVal); // Set a CP HRESULT CallProfile(BSTR cpname, [out, retval] BSTR *pVal); // Get a CP HRESULT CallProfileByCID(long cid, BSTR cpname, [out, retval] BSTR *pVal); HRESULT CloseAgentBoard(); HRESULT CompleteConference(); HRESULT CompleteTransfer(); HRESULT Divert(BSTR dest); HRESULT ExecProc(BSTR path,BSTR directory); HRESULT ExtendWrapUp(); HRESULT HangUp(); HRESULT HeldCallsCount([out, retval] long *pVal); HRESULT Help(); HRESULT Hold(); HRESULT Init(BSTR name); HRESULT IsInEmailState([out, retval] BOOL *pVal); HRESULT IsLoggedIn(BSTR group, [out, retval] BOOL *pVal); HRESULT IsPhoneBusy([out, retval] BOOL *pVal); HRESULT IsReleased([out, retval] BOOL *pVal); HRESULT IsSystemAvailable([out, retval] BOOL *pVal); HRESULT LoginGroup(BSTR group); HRESULT LoginPrimaryGroups(); HRESULT LogoutFromGroup(BSTR group); HRESULT LogOutFromPrimaryGroups(); HRESULT MakeCall(BSTR dest);


HRESULT OpenAgentBoard(); HRESULT OpenCallsLog(); HRESULT OpenCallsStatus(); HRESULT OpenLoginGroupManager(); HRESULT Reconnect(); HRESULT ReinsertCBBusy(); HRESULT ReinsertCBNoAnswer(); HRESULT ReinsertCBTerminate(); HRESULT ReleaseAgent(); HRESULT ReleaseAgentWithCode(BSTR code); HRESULT ResumeAgent(); HRESULT Retrieve(); HRESULT RouteMoreEmails(); HRESULT SingleStepTransfer(BSTR dest); HRESULT StartConferrence(BSTR dest); HRESULT StartEa(BSTR aid,BSTR pwd); HRESULT StartEaEx(BSTR aid,BSTR pwd,BSTR ext,BSTR email,BSTR email_pwd); HRESULT StartTransfer(BSTR dest); HRESULT StopEa(); HRESULT ToggleEmailState(); HRESULT TransferToAgent(BSTR aid); HRESULT Version([out, retval] BSTR *pVal); HRESULT WpapUp(BSTR code); HRESULT WrapUp(BSTR code);


Events: HRESULT Denied(long cause); HRESULT OnCleared(long callid); HRESULT OnConferenced(long callid); HRESULT OnConnected(long callid, long Calltyp, BSTR DNIS, BSTR ANI, BSTR Service, long Priority, BSTR ACD_Time_In); HRESULT OnFailed(long cause); HRESULT OnHeld(long callid); HRESULT OnIncoming(long callid,long Calltyp, BSTR DNIS, BSTR ANI, BSTR Service, long Priority, BSTR ACD_Time_In); HRESULT OnLoggedIn(BSTR group); HRESULT OnLoggedOut(BSTR group); HRESULT OnReady(); HRESULT OnReleased(); HRESULT OnReserved(long callid); HRESULT OnResumed(); HRESULT OnRetrieved(long callid); HRESULT OnSystemAvailable(bool sys_on); HRESULT OnWrapUp(); HRESULT Restarted(); HRESULT Started(); HRESULT Stopped();


Glossary of Terms

ACD Automatic Call Distribution - the method used to distribute calls in the Contact Center. ACD calls are routed and monitored by the Aeonix Contact Center system.

Agent

Agent Station

The function of an agent is to handle contacts routed by the Aeonix Contact Center system.

Agents are using Aeonix Contact Center Agent station composed of a Windows PC computer and a phone station or a phone station only.

Each agent should be defined in Aeonix Contact Center and identified by a unique ID and password.

Aeonix Contact Center supports the ‘free seating’ concept and routes calls by the Agent ID. At start of work each agent should logon entering his personal ID number.

Agent Group Agent Groups are used to form specialized units that are meant to receive and place calls. A Group is a destination of the Service entity in Aeonix Contact Center and calls delivered to the group are presented to the most appropriate Agent conforming the routing policy defined.

When all the Agents in a Group are busy or unavailable, Aeonix Contact Center places calls in a queue and activates the Announcement Plan and also Overflow and Interflow actions as defined.

When no Agents are logged on to the Group, calls are routed to the No Agents destination defined on the Service.

ANI Automatic Number Identification. This is the series of digits that is sent by the PSTN to the PBX containing the Dial Number of the caller.

ASA Average Speed of Answer - The average time it takes a call to be answered, from the time it was received.

Agent Search Criteria

The method by which an available agent is selected for a call that enters the Service.

Call Answer Strategy

The method by which an incoming call is routed to the agent, when the agent becomes available. The strategy comprises two stages: firstly, determining the set of calls to be considered for routing and then, selecting from that set, a single call to route to the agent.

Call Priority A priority level assigned to each call on a scale of 1-100, where 100 is the highest priority. The priority is initially set to a defined value at the IRN level and increases by wait time as defined.

Call Profile A collection of dynamic properties attached to each individual ACD call.

DHCP Dynamic Host Configuration Protocol enables individual computers on an IP network to extract their configurations from a server (the 'DHCP server') or servers, reducing the work necessary to administer a large IP network.


Dial Numbers Dial numbers are used within the PBX environment to identify entities that can be a source of, or destination for, a call. For instance, an extension number specific to the group identifies an agent group. When this number is dialed, the call will enter the group as an ACD call. Incoming trunks will be routed to this extension number to connect callers to the agent group.

Extension Number

A PBX extension number or directory number.

First Announcer

An announcement that is heard once, when a caller first enters the queue for the service.

Aeonix Contact Center Engine

The Aeonix Contact Center Engine (Intelligent ACD Routing) provides intelligent routing for the Contact Center, as well as enhanced skill based routing functionality for calls to agents.

Incomplete Call Destination

The destination of calls that have not been answered or handled to completion. This is a system wide destination that completes the handling of such calls.

Interflow An algorithm designed to improve the way waiting calls are treated by transferring calls waiting over the amount of ‘Interflow time’ to a different destination. The Interflow parameters are defined per service.

IRN Intelligent Routing Numbers – PBX dial numbers used as entry points to the routing system. Each number can be used to define rules for routing the incoming call to various destinations, including services, call control scripts and PBX devices.

License File The software protection file, which is loaded on the Aeonix Contact Center server .

Mandatory Announcer

An announcement heard by all callers upon entering the service, regardless of the availability of agents.

MIS The MIS (Management Information System) actually the Aeonix Contact Center Visor, supplies real-time online information and historical reports on the performance of Contact Centers.

Overflow An algorithm designed to improve the way waiting calls are treated, by expanding the number of potential agents to answer the call. Overflow is activated after the overflow timeout by adding groups of agents as the destination of the call.

PABX Private Automatic Branch eXchange; Tadiran PABX such as Aeonix UC&C and Coral IPx.

PBX Private Automatic Branch eXchange; Tadiran PABX such as Aeonix UC&C and Coral IPx.


Report To obtain information that provides an accurate picture of how the Contact Center is operating and performing, System supervisors and management use reports. The information displayed can be either real-time or historical.

Real-time reports display the present status of ACD activity as it is happening, whereas, historical reports summarize past ACD activity as recorded in the database.

The Aeonix Contact Center generates and displays many different types of real-time and historical report formats. These reports provide management with an accurate picture of ACD activity that can be assessed and analyzed.

Report Template

The Aeonix Contact Center is supplied with a set of predefined report templates (default reports), which cover the full range of information available from the Aeonix Contact Center. In addition to predefined report templates, user-defined templates for historical reports can also be designed.

The purpose of templates is to provide the supervisor with a virtually unlimited reservoir of report formats that can be filled out and generated, in a simple and straightforward manner. Templates can be modified to meet specific supervisor requirements.

Templates can be saved, as private or public, with unique names for future use.

Routing by ANI/Caller ID

About ANI/Caller ID: The system supports two options in the following manner: 1. A call enters the IRN with ANI. (ANI is information about the source of the call assigned to the call by the Central Office). The IRN has the option to route the call by ANI. The Aeonix Contact Center Engine then goes to the customer’s table or an external database, and searches for the customer according to the ANI received from the Central Office (CO).

2. A call enters the IRN without ANI. The IRN sends the call to a CCS whenever a call enters the IRN without ANI. The Aeonix Contact Center Engine sends the call to the defined CCS. This CCS is supposed to prompt the user to enter some caller id (i.e. social security number, customer id, etc.) and enter it into the ANI field in the call profile. The call returns from the CCS to the IRN. The Aeonix Contact Center Engine then goes to the customer’s table or an external database, and searches for the customer according to the caller id entered by the CCS.

3. If the customer is found, the Aeonix Contact Center Engine uses the customer information and tries to route the call, using that information.

4. If the customer is not found, the call is routed to the default destination of the IRN (or one of the IRN's alternate destinations).

Routing Method

The Aeonix Contact Center offers the Contact Center Administrator several call routing methods from which to choose - such as, Route by ANI, Best Fit, Agents Skills, etc.


Script Call Control Scripts are used to define how calls should be routed. A script is a set of actions that are performed on a call according to logical/physical events (e.g. “Route the call to a specific destination”, “Let the caller hear music/special announcers”).

Secondary Announcer

Announcements that are played periodically while the caller is waiting in the queue.

Service A service defines how a call will be processed. Every incoming call to the Contact Center is assigned to a specific service, such as: sales of specific products, specific banking services, specific travel agency services, etc.

STI Service Time Intervals - the time periods for which the call service is monitored for real-time or historical statistical data purposes. The STI is determined for each group in the system in the Administration application. It is used to generate histograms for statistical analysis.

Super-Group A super-group is a collection of agent groups gathered together for statistical purposes. Super-groups may contain several agent groups and are used mainly to represent the hierarchy of the company-division-department. An agent group may belong to more than one super-group.

Supervisor Each supervisor is responsible for specific groups of agents. Using the Aeonix Contact Center, supervisors can monitor agent performance and the ACD system. Each supervisor is assigned authorization attributes that allow or prevent access to different system operations.

Authorized supervisors can determine the routing plans for ACD calls, as well as information that will be included in reports (such as groups, agents, etc.). In addition, supervisors can change the information displayed on the Wall Boards under their control. They can also be assigned privileges for managing groups, e.g. adding and removing agents for specific groups.

TCP/IP Transmission Control Protocol/Internet Protocol is the basic communication language or protocol of the internet. In many places it is used as a communications protocol in intranets and extranets.

Trunk A trunk is a channel of conversation between the Public Service Telephone Network (PSTN) and the Private Branch Exchange (PBX). These lines carry all the ACD calls, as well as external non-ACD calls, to and from the system.

Trunk Group A trunk group is a collection of trunk lines grouped together to act as a single line unit, with its own specific name and extension number. A trunk group is usually routed to a specific agent group.

TSF Target Service Factor - The percentage of calls answered within the Target ASA, out of all the calls that are routed to the group. This factor indicates how well the group is providing the level of service defined for it, based on the Target ASA. Abandoned and overflowed calls are considered as answered after the Target ASA, for the calculation of this factor.


V is it u s a t: w w w .ta d ira n te le .c o m

Israel +972-3-9262000

USA +1-

Russia +7-495-7750855

China +86-10-58696418

India +91-11-41523168 / 23353822

678-506-7200

Date post:	11-Jun-2018
Category:	Documents
Upload:	lyphuc
View:	248 times
Download:	1 times

Aeonix Contact Center - Tadiran Telecom · ACTIVEX API QUICK REFERENCE ..... 34 GLOSSARY OF TERMS...

Documents