AGENT: InGenius Connector Enterprise for Microsoft Dynamics...

InGenius Connector Enterprise for Microsoft Dynamics CRM and Avaya Aura Communications Manager

User Guide

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

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InGenius Connector Enterprise for Microsoft Dynamics

CRM and Avaya Aura Communications Manager

User Guide

Version 2.23.301

Contact:

[email protected]

+1-613-591-9002 x3000

TRADEMARKS InGenius, InGenius Connector Enterprise and the InGenius logo are trademarks of InGenius Software Inc. Windows and Microsoft are

trademarks of Microsoft Corporation. Microsoft Dynamics CRM.com is trademark of Microsoft Dynamics CRM.com. Other product names

mentioned in this document may be trademarks of their respective companies and are hereby acknowledged.

http://www.ingenius.com/

mailto:[email protected]


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TABLE OF CONTENTS

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

2.2 InGenius Connector Enterprise User Interface ............................................................................. 6

2.2.1.1 Idle - Agent ............................................................................................................................ 6 2.2.1.2 Idle – Non-Agent ................................................................................................................... 6 2.2.2 Dialing ....................................................................................................................................... 7 2.2.3 On A Call ................................................................................................................................... 8 2.2.4 Changing States ........................................................................................................................... 9 2.2.5 Incoming Call ........................................................................................................................... 10 2.2.6.1 Completed Call - Agent ....................................................................................................... 11 2.2.6.2 Completed Call – Non-Agent .............................................................................................. 12

2.3 User Settings ............................................................................................................................... 13

3 Outbound Calling ................................................................................................................................. 18

3.1 Click-to-Dial ................................................................................................................................. 18 3.2 Search-and-Dial .......................................................................................................................... 19 3.3 Call History .................................................................................................................................. 20 3.4 Speed Dial ................................................................................................................................... 21 3.5 Manually Enter Digits .................................................................................................................. 21

4 Actions While On a Call ....................................................................................................................... 22

4.1 Call Control .................................................................................................................................. 22

4.1.1 Hang-up ................................................................................................................................... 22 4.1.2 Show number pad to enter additional digits ............................................................................ 22 4.1.3 Transfer .................................................................................................................................. 23 4.1.4 Consult .................................................................................................................................... 25 4.1.5 Hold ......................................................................................................................................... 27

4.2 Pre-fill New... ............................................................................................................................... 28 4.3 Associate a call with Related Records ........................................................................................ 29

4.3.1 Single Matching Record .......................................................................................................... 29 4.3.2 Multiple Matching Records ...................................................................................................... 30

4.4 Select and add subjects and comments to call log ..................................................................... 31 4.5 Choose to not log a call ............................................................................................................... 32

5 End a Call ............................................................................................................................................ 33 6 Incoming Call ....................................................................................................................................... 34

6.1 Single Matching Record .............................................................................................................. 34



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6.2 Multiple Matching Records .......................................................................................................... 35



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1 Introduction

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

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

Enterprise.

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

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



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2 Getting Started with InGenius Connector Enterprise

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

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

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

● Agent ID: This is your Agent ID credential

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

● Extension: This is the phone extension you will be connecting to.

NOTE: Non-Agent will only require Extension.

Click Connect.



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2.2 InGenius Connector Enterprise User Interface

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

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

If you are using the Service Console inside of Microsoft Dynamics CRM, the interface and behaviour will

be the same.

2.2.1.1 Idle - Agent

2.2.1.2 Idle – Non-Agent



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2.2.2 Dialing



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2.2.3 On A Call

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

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

records list. Several different types are supported:

Search Result

Click-to-dial

Dialed from auto complete

Navigation

Related to a continued call log

Converted lead replacement



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2.2.4 Changing States

Not Ready to Ready

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

Ready to Not Ready

Log Out



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2.2.5 Incoming Call



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2.2.6.1 Completed Call - Agent



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2.2.6.2 Completed Call – Non-Agent



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2.3 User Settings

Click on the gear icon in the right hand corner of InGenius Connector Enterprise to reveal user settings.

● Connectivity

○ Connect Automatically: Check to allow user to automatically connect to InGenius

Connector Enterprise upon Microsoft Dynamics CRM login.

○ Your current connection information is displayed

○ Disconnect Now will disconnect you from InGenius Connector Enterprise.



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● Call Behaviour

○ Show shared calls: Check to see calls that are on shared lines.

○ Attempt screen pop

■ Never

■ On call ringing: Check to have screen pop when call is ringing.

■ On call answered: Check to have screen pop after the call is answered.



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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

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

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

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

speed dial by clearing the name and number fields.



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

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

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

the title, subject and comment fields.



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

values.

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

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

Click Save to close and save the settings.

Click Cancel to close and cancel all setting changes.



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3 Outbound Calling

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

Enterprise:

● Click-to-dial

● Search-and-Dial

● Call History

● Speed Dial

● Manually Enter Digits

3.1 Click-to-Dial

You can click-to-dial from a Microsoft Dynamics CRM record list view or from within a contact record.

Simply click on the number.



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3.2 Search-and-Dial

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

matches from your Microsoft Dynamics CRM records. Simply click on the number you wish to dial.



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3.3 Call History

You can access call history by clicking the clock icon at the top of InGenius Connector Enterprise. This

will reveal a list of the last 10 calls.

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

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



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3.4 Speed Dial

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

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

with the speed dial.

3.5 Manually Enter Digits

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

You can display or hide the dial pad at any time by clicking on the dial pad button to the left of the text

entry box.



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4 Actions While On a Call

While on a call you can perform several functions including:

● Call Control

○ Hang-up

○ Show Number pad to enter additional digits

○ Transfer

○ Conference

○ Consult

○ Hold

● Pre-fill New...

● Associate a call with related records

● Select and add subjects and comments to call log

● Choose to not log a call

4.1 Call Control

4.1.1 Hang-up

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

4.1.2 Show number pad to enter additional digits

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

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



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4.1.3 Transfer

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

You have the option to do a transfer using:

● Speed transfer buttons: This will place the caller on hold while the call connects to the

transferred party associated with the speed dial. Once the call has connected the call will be

transferred.



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

instantly transfer the caller to the transferred party.



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4.1.4 Consult

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

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

the consult call connects.



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

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

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

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



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4.1.5 Hold

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

button.



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4.2 Pre-fill New...

To generate a new Lead, Account, Contact or Case record inside of Microsoft Dynamics CRM and prefill

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

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

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

current call with that new record.



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4.3 Associate a call with Related Records

4.3.1 Single Matching Record

InGenius Connector Enterprise will automatically associate a call with a Microsoft Dynamics CRM record

if there is only one matching record (based on caller ID number). The record will be highlighted in the

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

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

default.



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4.3.2 Multiple Matching Records

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

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

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

record.



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4.4 Select and add subjects and comments to call log

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

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

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

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

set call log templates for your organization please refer your Microsoft Dynamics CRM administrator to

the Microsoft Dynamics CRM Installation Guide for InGenius Connector Enterprise.



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4.5 Choose to not log a call

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

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



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5 End a Call

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

indicate how the call ended. Double click on a call result to save the call log. The call result will be saved

in the call log under call result.

NOTE: These call result codes are customizable. They are NOT the call wrap-up codes on your Avaya

Aura Communications Manager switch, but the call wrap-up codes within Microsoft Dynamics CRM. To

learn how to customize call results for your organization please refer your Microsoft Dynamics CRM

administrator to the Microsoft Dynamics CRM Installation Guide for InGenius Connector Enterprise.

You can configure ICE to automatically select the call result that corresponds to the call wrap-up code

from the telephony switch. This is done in the RunTime Admin by your Administrator. Please see the

Microsoft Dynamics CRM Installation for InGenius Connector Enterprise for more information.



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6 Incoming Call

6.1 Single Matching Record

If there is a single matching record that matches the caller ID, Microsoft Dynamics CRM will pop the

appropriate record. Click Answer to answer the call.

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

respond.



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6.2 Multiple Matching Records

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

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

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

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


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