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InGenius®

Connector Enterprise 4.1

September 2016

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Windows and Microsoft are trademarks of Microsoft Corporation. Salesforce.com is a trademark of Salesforce.com. InGenius is a trademark of InGenius Software Inc. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged.

Copyright © 2016 InGenius Software Inc.

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Introduction

These release notes provide information on the latest features and changes to existing

functionality for InGenius® Connector Enterprise.

Software Version

InGenius Release 4.1.1.15122

Salesforce APEX Release 1.24

Upgrades

To upgrade to the latest version, please contact support at icesupport@ingenius.com.

We will request logs from your active system to determine your install requirements,

including any workflow integrations you may have. Once your configuration has been verified,

a member of our deployment team will contact you to coordinate the upgrade.

Server Requirements – InGenius Connector Enterprise

• Operating System: Windows Server 2012 R2 and Windows Server 2016 (32 or 64 bit)

• Processor:

o 3+ GHz - 4 cores (up to 1000 concurrent users) or

o 2.6 GHz - 4 cores (up to 800 concurrent users)

• Memory: 8GB

• Disk: 20GB available space

• Network: 1GbE network interface card

• .NET Framework 4.6

NOTE:

Redundant servers will also be required to meet these specifications.

Support for Windows Server 2008 R2 will be maintained for Cisco UCM 8.5 - 9.1

customers who require support for TAPI.

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Existing customers upgrading to InGenius Connector Enterprise 4.1 may not require

processor upgrades if they continue to run fewer than 500 concurrent users, however,

the above processor specs are strongly recommended for best system performance.

Supported Platforms

The following browser, phone system, and CRM platforms are supported with this release.

Phone System

Cisco UCM 8.5, 9.1, 10.5, 11 & 11.5

Cisco UCCE 10.5

Cisco UCCE Finesse 10.5 & 11

Cisco UCCX 8.5, 9.5 & 10.5

Cisco UCCX Finesse 10.5 & 11

Avaya AES 6.3 & 7

Avaya IP Office Platform 9.2.7

Asterisk 11.22 & 13.8

Mitel 3300 6.0 SP2 & 7.1 PR2

Mitel MiContact Center 8.1

Broadsoft Broadworks R21

Microsoft .Net Framework

4.6

CRM

Salesforce Summer 16

Microsoft Dynamics CRM (Online and On-premise)

o 2013 SP1 Rollup 3

o 2015 RTM

o 2016 SP1

Client OS and Browser

Windows 7 SP1, Windows 8.1 and Windows 10

o Chrome 52+

o Firefox 47+

o Internet Explorer 11

Mac OS 10.11 o Safari 9.1

New and Updated Features

This document details important new features, enhancements and changes to InGenius

Connector Enterprise 4.1.

1. Salesforce Omni-Channel Presence State Report

2. Server Redundancy Enhancements

3. New Multi-Server Licensing for Simplified License Management

4. Enhanced Cisco Finesse Support for Supervisors

5. Mitel MiContact Center Business Integration

6. Avaya IP Office Platform Support

7. General Software Improvements

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Salesforce Omni-Channel Presence State Reports

InGenius Connector Enterprise 4.0 delivered support for blended agents by integrating

telephony into Salesforce Omni-Channel. InGenius and Salesforce Omni-Channel work

together to increase agent productivity for blended agents who handle other channels during

breaks in phone activity. InGenius integration stops Salesforce Omni-Channel work items from

being pushed to an agent on a call so that the agent can focus on the customer voice

interaction.

With the introduction of 4.1, InGenius delivers reports associated with Omni-Channel

integration. Supervisors can view time spent in each service presence status to gauge the

productivity of individuals or teams. InGenius enhances the standard Salesforce reports by

providing data on the amount of time the agent spent on the phone as part of the service

presence status.

InGenius provides a report Apex package that provides pre-created reports for service

presence status. The Apex package is available from the InGenius Customer Portal. Please

contact customer support at icesupport@ingenius.com to request access.

Salesforce Omni-Channel Widget

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Server Redundancy Enhancements

InGenius Connector Enterprise 4.1 introduces an update to the server redundancy model. With

4.1, all data is automatically synchronized between InGenius servers using Microsoft Message

Queuing. The servers monitor the health of one another and if the active server becomes

unreachable, the clients will automatically be changed to the standby server. This redundancy

model allows InGenius to ensure that user settings and user data are always up to date across

both servers, in order to minimize data loss due to server outages.

Managed Server Maintenance

Administrators will also be able to initiate a controlled server switch when server

maintenance is required. The system will monitor users during a specific time period, and will

only move users over to the new server when they have wrapped up their calls and saved all

of their data.

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New Multi-Server Licensing for Simplified License Management

With the introduction of InGenius Connector Enterprise 4.1, administrators will be able to

manage multiple servers via a license key applied to one licensing server. Each InGenius

server will connect directly to a licensing database, allowing the administrator to make

changes to license keys in one location, instead of having to make licensing changes to all of

their InGenius servers. InGenius will support the following database types: Microsoft SQL

Server Express, or Microsoft SQL Standard if redundancy is required for the licensing

database. Please follow the hardware and software specs required by the vendor:

https://msdn.microsoft.com/en-CA/library/ms143506.aspx

Simplified License Configuration

A single license key simplifies the management of multiple InGenius servers. Licenses are

consumed as needed by each InGenius server up to the capacity provided by the license key.

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Administrators of single server InGenius installations can continue to maintain their current

licensing mechanism.

Simplified Updates

The license key only needs to be updated on a single configuration tool. The updated license

key will be propagated to the License DB and all other InGenius servers.

Centralized License Management

With multi-server licensing, administrators can view the server the user is activated on, and

can choose to activate or deactivate the user license. The administrator can also choose to

filter or sort to view users on a specific server.

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Enhanced Cisco Finesse Support for Supervisors

The capability to allow supervisors to use Cisco Finesse in UCCX was so popular that it was

requested for UCCE. Now, supervisors using UCCE Finesse can view the selected reason code

when the agent is not ready, logged out or in wrap-up in InGenius. This feature ensures that

supervisors have full visibility into the activities of their agents.

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Mitel MiContact Center Business Integration

InGenius enables call centers to increase agent call capacity with call logging, screen pop and

click-to-dial. It facilitates a better overall customer experience and reduces costs by

integrating MiVoice Business phone systems with Salesforce or Microsoft Dynamics CRM. With

the launch of InGenius Connector Enterprise 4.1.1, InGenius integrates even more deeply with

the Mitel ecosystem. InGenius 4.1.1 integrates with both MiVoice Business and MiContact

Center Business to provide additional value and consistency throughout both the contact

center and CRM reporting. End users benefit from the easy to use codes within the InGenius 5-

star user interface, and MiContact Center Business supervisors benefit from the rich

supervisor view into their agents’ voice activities.

This model meets the needs of organizations with more sophisticated CRM integration

requirements than provided by the Mitel Open Integration Gateway solution. These Salesforce

or Microsoft Dynamics CRM customers can benefit from the following features:

o Microsoft Dynamics CRM support,

o Custom Workflow Integration –InGenius adapts the CTI solution to support the

unique workflow requirements of world-class call centers.

o Multi-line support,

o Custom branding of the end user UI

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o CRM Screen Transfer support ensuring both the call and the related records are

transferred to a next agent

o Deep Salesforce Integration:

Salesforce Omni-Channel integration,

Salesforce custom-object support,

Force.com app support,

Integration options via Salesforce Console Integration Toolkit,

All capabilities shown below are available in either the vertical Sales Cloud UI, or in the

horizontal Service Cloud UI.

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Avaya IP Office Server Edition Support

InGenius now enables Avaya IP Office users to increase their call capacity

with call logging, screen pop and click-to-dial. InGenius supports a better

overall customer experience and reduces costs by integrating Avaya IP

Office phone systems with Salesforce or Microsoft Dynamics CRM.

Avaya IP Office users can use InGenius to conduct call control activities such as answering

calls, click-to-dial, blind transfer, consult transfer, screen transfer and conferencing – all

from within the InGenius interface.

General Improvements

InGenius has decreased the number of times a user will observe the Salesforce “Save

Failed” error.

Usability improvements have been applied to the Salesforce Omni-Channel configuration

UI in the InGenius Runtime Admin.

The InGenius installer will now allow InGenius Connector Enterprise to be installed on any

drive and will now allow InGenius log files to be stored to any drive. InGenius recommends

that the path specified be a local path to ensure InGenius is able to capture adequate

logging information.

Contact Us

For any queries about the latest release or to update, please contact your support team at

icesupport@ingenius.com. To add additional licenses, please contact our sales team at

sales@ingenius.com.