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Alti-MSCRM Manual

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Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

About Alti-MSCRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

New in Version 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Microsoft CRM Server Hardware and Software Requirements . . 2

Alti-MSCRM Client Hardware and Software Requirements . . . . 2
Alti-MSCRM Upgrade Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installing and Configuring Alti-MSCRM Server . . . . . . . . . . . . . . . 5

Installing and Configuring Alti-MSCRM Client . . . . . . . . . . . . . . . 9

Microsoft Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Alti-MSCRM Screen Pop Configuration . . . . . . . . . . . . . . . 13

Alti-MSCRM Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Tag Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Operational Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

DNIS/Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Operational Notes: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Sample Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Sample Answer Guider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Microsoft Business Solutions Customer Relationship Man-

agement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Содержание Alti-MSCRM 2.0

Страница 1: ...Alti MSCRM 2 0 for AltiWare Open Edition OE ACC Release 5 0 and AltiContact Manager ACM Release 5 0 Server and Client Manual Revised 04 2004...

Страница 2: ...re accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject t...

Страница 3: ...e Path 3 Installation 5 Installing and Configuring Alti MSCRM Server 5 Installing and Configuring Alti MSCRM Client 9 Microsoft Issues 11 Alti MSCRM Screen Pop Configuration 13 Alti MSCRM Status 13 Ta...

Страница 4: ...Alti MSCRM Manual iv...

Страница 5: ...es Contact page based on caller ID or caller entered 10 digit phone number Account page based on caller ID or caller entered 10 digit account number Order page based on order number Case page based on...

Страница 6: ...server Alti MSCRM Client installed on client PC with AltiView or AltiAgent Microsoft CRM Server Hardware and Software Requirements Please refer to Microsoft CRM configuration guide for Microsoft CRM...

Страница 7: ...xplorer 6 0 with Service Pack 1 or later Microsoft Windows 98 Second Edition compatible but not recommended Note Alti MSCRM 1 5 can work with ACM 4 6 SP1 or ACM 5 0 but Alti MSCRM 1 5 and ACM 5 0 cann...

Страница 8: ...Alti MSCRM Manual 4...

Страница 9: ...stall Alti MSCRM server you should first install DotNet Framework 1 0 and SP2 then upgrade to the latest DotNet framework version currently 1 1 To install and configure Alti MSCRM Server 1 Install Alt...

Страница 10: ...Microsoft CRM Server Root directory Note Use the IP address for the Microsoft CRM Root field b Install MSCRM Event Handler check box selected enables the following options SQL Server Address the SQL...

Страница 11: ...SCRM Server Logon Settings section input a valid Domain Account Domain Administrator and Password for Microsoft CRM Server for Integration Service logon 5 When installing for the first time the Regist...

Страница 12: ...Alti MSCRM Manual 8 8 Start the Alti MSCRM Service from the Services window Figure 2 Alti MSCRM Service Services window...

Страница 13: ...user disconnects the first system from Alti MSCRM Server Also Microsoft will still count both sessions as licensed users If a machine is running two AltiAgent applications Alti MSCRM Client will only...

Страница 14: ...e name or IP address for the Alti MSCRM Integration Server 5 Check the Create new window for screen pop option to have Alti MSCRM pop up a new window every time If this option is selected Minimize win...

Страница 15: ...l automatically launch this window The user SHOULD NOT close this window Microsoft Issues Security Service Microsoft CRM Security Service is required for Microsoft CRM to run Currently the Microsoft C...

Страница 16: ...Alti MSCRM Manual 12...

Страница 17: ...MSCRM is indicated at all times at the bottom left corner of the Alti MSCRM screen If there is a problem with Alti MSCRM an errors message and description of the problem will be shown next to the Stat...

Страница 18: ...t page based on caller entered 10 digit account number Order ID Pops an Microsoft CRM order page based on caller entered order number Invoice ID Pops a Microsoft CRM invoice page based on caller enter...

Страница 19: ...icrosoft product number entry is ABC0001 Alti MSCRM can match 4 digits using 0001 If the record is ABC1 Alti MSCRM can only match 1 digit using 1 The Microsoft record entry should be unique so Microso...

Страница 20: ...associated with the extensions in the AltiWare system If the extension s name is not configured in AltiWare the field will be blank Screen Pop when checked enables a screen pop when a matching record...

Страница 21: ...g This option allows the administrator to pop a separate screen pop to track an agent s extension activity and history which can be logged by contacts accounts or case numbers Use the drop down list t...

Страница 22: ...Alti MSCRM Manual 18 Pop New Page if no match when checked Alti MSCRM will pop a blank contact page if no match is detected Figure 4 Blank Contact page...

Страница 23: ...matching information from the Microsoft CRM database For example if a customer calls Extension 107 and the caller uses AltiWare s AA IVR to input an Product ID Number 9873 for example the correspondin...

Страница 24: ...number an activity log will be generated to the case or contact account number and an Alti MSCRM Call Log window appears Figure 6 Matched Case Alti MSCRM Call Log To save the log to the MSCRM database...

Страница 25: ...till no match the system will no create any log for this call to the MSCRM database and an Alti MSCRM Call Log window appears Figure 8 No Matched Case Alti MSCRM Call Log Operational Notes If Alti MSC...

Страница 26: ...stem set in the Alti MSCRM Server configuration will retain those DNIS Workgroup configuration settings For example Alti MSCRM Server has the AltiWare set to System A and DNIS Workgroup configuration...

Страница 27: ...in Alti MSCRM is changed to ABC To setup up a screen pop rule 1 Click the Create button to invoke a blank screen pop rule Figure 11 Blank Screen Pop Rule 2 Enter the DNIS number and or Workgroup Numb...

Страница 28: ...ent script as a web page configured to pop to a workgroup to guide the workgroup agents with key information product information current inventory levels sales script etc while handling a customer cal...

Страница 29: ...ple the corresponding customer s Order Number will be popped on top of the AltiClient screen Figure 14 Order Page Operational Notes Alti MSCRM does the data synchronization based on the configuration...

Страница 30: ...Configuration page can still be configured and will still pop to the AltiAgent if the DNIS or Workgroup number matches Figure 15 DNIS Workgroup Configuration page not integrated with Microsoft CRM Ser...

Страница 31: ...ave your changes to the Microsoft CRM entry record or to close the record without saving the changes Figure 17 Navigate Away Dialog Box Pressing OK will allow the next screen pop to appear in place of...

Страница 32: ...fter Alti MSCRM is configured in an AltiWare environment Alti MSCRM should function as follows 1 AltiWare s Auto Attendant IVR is configured to collect digits based on Account ID Case ID etc Figure 18...

Страница 33: ...ule is created and configured to pop a screen pop when an AltiAgent receives an external call going to Workgroup Number 302 Figure 19 Screen Pop Rule After the rule is configured the rule appears in t...

Страница 34: ...gent receives an external call from 5102522222 Figure 21 Alti Agent Main Window 4 Alti MSCRM will display the screen pop for the Microsoft CRM entry with the matching information Figure 22 Microsoft C...

Страница 35: ...ipt etc while handling a customer call The answer guider feature can be configured as followed 1 Create an agent script or an answering guide with your desired information on a web page 2 In the DNIS...

Страница 36: ...tual Directory Creation Wizard Web Site Content Directory 5 Make sure there is a screen pop file in the real directory Figure 26 Confirm screen pop file exists 6 Once configured when a call comes into...

Страница 37: ...soft CRM program Figure 1 Microsoft Business Solutions CRM program For detailed information on this product refer to the Microsoft CRM documentation Important Notes Inputting the Server name for Micro...

Страница 38: ...tomatic logon with current username and password Be sure not to exceed your company s license limit for Microsoft CRM Contact your system administrator if additional Microsoft CRM licenses are needed...

Страница 39: ...m the menu list this pops an Alti MSCRM Search Dial page Figure 3 Search Dial Popup Window A user can search by Contact Account or Lead from this web page When an entry is opened the user can use the...

Страница 40: ...king on the Dial button a new window pops up displaying all available numbers for the contact Business Phone Home Phone Mobile Phone and Pager Figure 5 Dial Window To dial a number click the number in...

Страница 41: ...iguration 5 installation 5 answer guider 31 C Case ID 14 Contract ID 15 D DNIS Workgroup Configuration 22 E Extension Configuration 16 I installation 5 Invoice ID 14 M Microsoft Business Solutions Cus...

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