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[Pages:200]Cisco Unified CRM Connector Implementation and Administration Guide for Microsoft CRM, Oracle PeopleSoft and

Release 1.1(1)

June 2008

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Table Of Contents

Cisco Unified CRM Connector Implementation and Administration Guide for Microsoft CRM, Oracle PeopleSoft and ..............................................................................1

Release 1.1(1).................................................................................1

1. Overview ...................................................................................3

Purpose .......................................................................................................... 3

New to this Release....................................................................................... 3

What Is CRM Connector? ............................................................................. 3

Key Contact Center Concepts...................................................................... 4 What is a Contact Center?........................................................................ 4 What are the elements of a contact center? ............................................. 5 What Business Functions does the Contact Center perform?.................. 6

2. Implementation Planning and Requirements ........................8

Purpose .......................................................................................................... 8

Identifying CRM Connector Components and Installers........................... 8

Cisco CRM Connector Installers................................................................ 10

Deployment Requirements ......................................................................... 11 Deploy a site as a single CRM Connector Server .................................. 11 Deploy an application connection. .......................................................... 11 Deploy for large contact centers. ............................................................ 12

Hardware Requirements ............................................................................. 12

Operating Environment and Software Requirements.............................. 13

User Account Requirements ...................................................................... 14

Deployment Considerations....................................................................... 15

Test Environment Deployment Considerations ....................................... 15 Configuring for the Application CTI Server test environment.................. 16 Configuring for a contact channel test environment ............................... 16 Hardware Considerations for test servers............................................... 16 The Test Environment............................................................................. 16

Implementation Approach .......................................................................... 17 Implementation Steps (and their Order).................................................. 17

3. Implementing the CRM Connector Server ...........................20

Purpose ........................................................................................................ 20

Roles, Skills and Resource Required........................................................ 20

Before you begin ......................................................................................... 23

Install Pre-Requisite Software.................................................................... 23

Install CRM Connector Server Software ................................................... 28 What is installed? .................................................................................... 35

Post Install Steps......................................................................................... 37

Configuring Core Modules for CRM Connector Server ........................... 44 Global Section......................................................................................... 47 Module Manager Section ........................................................................ 49 Work Manager Section............................................................................ 50 Data Store Section .................................................................................. 51 Event Manager Section........................................................................... 54 Standardized Interface Section............................................................... 55 CMGateway Section ............................................................................... 55 Remoting Endpoint Section .................................................................... 55 Soap Module Section .............................................................................. 55 License Manager Section ....................................................................... 55

Configuring the Null CTI Connector for Testing. ..................................... 57

4. Implementing the Administration Tool.................................60

Purpose ........................................................................................................ 60

Before you begin ......................................................................................... 60

Overview: Administration Tool Features and Functions ....................... 60

Overview: Planning and Deploying the Administration Tool................. 61

Installation Pre-Requisites ......................................................................... 61

Installing the Administration Tool ............................................................. 62

Configuring the Administration Tool......................................................... 72

Configuring the CRM Connector Server for the Administration Tool.... 76 Administration Tool Section .................................................................... 76

Using the Administration Tool Implementation ....................................... 78

Accessing and logging into the Administration Tool ............................... 78 Registering a New User .......................................................................... 80 Granting User Rights............................................................................... 80 Adding a CRM Connector Server ........................................................... 82 Monitoring and Controlling Server Status ............................................... 84 Licensing a Server .................................................................................. 85 Managing Configuration File ................................................................... 89 Working with Configuration Backups ...................................................... 90 Editing a Backup File .............................................................................. 91 Managing Logging................................................................................... 92

5. Implementing the CRM Connector........................................97

Purpose ........................................................................................................ 97

Before you begin ......................................................................................... 97

Installing the CRM Connector Software.................................................... 97

Configuring the CRM Connector for Unified Contact Center ............... 101

Configuring CRM Connector for UICM .................................................... 103

Confirming the CRM Connector Configuration ...................................... 107

6. Implementing the .NET Adapter ..........................................110

Module Manager Keys .......................................................................... 112 Remoting Endpoint Section .................................................................. 112 Soap Adapter Section ........................................................................... 113

7. Implementing the Adapter........................114

Purpose ...................................................................................................... 114

Overview: Implementation Process Steps............................................. 115

Pre-Installation Requirements.................................................................. 115

Installing Software ......................................................... 116

Configuring the Adapter ............................................... 123 Quick Summary..................................................................................... 123 Configure and License the .Net Adapter for .Net Remoting ................. 123 Import the Call Center Configuration .................................................... 123 Edit your Call Center Configuration ...................................................... 126 Setting for Reason Codes ..................................................................... 129 List of Reason Codes............................................................................ 130 Create, Configure and Assign Agents for the Call Center .................... 131

8. Implementing the Oracle PeopleSoft Adapter ...................133

Purpose ...................................................................................................... 133

Overview: Implementation Process Steps............................................. 133

Pre-Installation Requirements.................................................................. 134 Pre-Installation CRM Connector Steps ................................................. 134 Pre-Installation Oracle PeopleSoft Steps.............................................. 135

Before You Begin....................................................................................... 135

Configuring Oracle PeopleSoft Multi-Channel Framework................... 135 Log In as PeopleSoft Administrator and Navigate to PeopleTools....... 136 Create a REN Server Configuration...................................................... 137 Create a REN Server Cluster and test the REN Server ....................... 139 Configure the Multi-Channel Framework Components......................... 141 Configure agents and assign them to queues and configurations........ 145

Installing the Cisco Application Adapter for Oracle PeopleSoft .......... 147

Configuring the Cisco CRM Adapter for Oracle PeopleSoft ................. 156

9. Implementing the Microsoft CRM Adapter.........................160

Purpose ...................................................................................................... 160

Overview: Implementation Process Steps............................................. 160

Pre-Installation Requirements.................................................................. 161 What you will need. ............................................................................... 161 Supported Operating Systems and Environments................................ 161 Pre-installation steps............................................................................. 162

Installing the CRM Adapter for Microsoft CRM ...................................... 162

Configuring the CRM Adapter for Microsoft CRM.................................. 173 Quick Summary..................................................................................... 173 Configure Web Service Access ............................................................ 174 Configure Cisco Contact Center web settings. ..................................... 178 Configure Cisco Contact Center global and agent settings. ................. 179

Cisco Contact Center Administration Overview .................................... 179 Introduction ........................................................................................... 179 Before you begin ................................................................................... 180

Accessing the Administration Pages ...................................................... 180

Configuring Global Settings..................................................................... 183 Overview ............................................................................................... 183 Favorites ............................................................................................... 183 Reason Codes ...................................................................................... 185 Queues.................................................................................................. 186

Configuring Agent Specific Settings ....................................................... 188

Overview ............................................................................................... 188 Agent Extension .................................................................................... 189 Queue Assignment................................................................................ 189 Channel ID Assignment ........................................................................ 190 Agent ACD Credentials ......................................................................... 190 Screen Pop Criteria and Search Order. ................................................ 190 Set the Auto-Clear On Ready. .............................................................. 191 Set the Recent Contact Size................................................................. 192

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