inContact ACD/IVR Integration
Overview
inContact ADC/IVR (Interactive Voice Response) is a call center product that matches callers in a queue to agents that can best help them. CSM integrates with ACD/IVR to provide additional telephony services, such as:
- Screen pop-ups of CSM Customer Records when an incoming call is received. The telephony client launches CSM and passes matching Automatic Number Identification (ANI) from a command line so that a CSM Customer Record can be opened on the computer screen.
- Click-to-dial for outgoing calls. A
CSM One-Step Action passes the Customer phone number from a Customer Record to the
telephony client.
Note:CSM integrates only with Telephony Application Programming Interface (TAPI)-compliant telephony clients. (The TAPI is a Microsoft Windows API that provides Computer Telephony Integration (CTI) and enables PCs running Microsoft Windows to use telephone services.)
Related Reading
Steps to Integrate
- Connect
CSM to ACD/IVR using the command line. In the example, the Customer is
the
Cherwell Business Object to search and the number is the ANI (caller
information) as passed by ACD/IVR.
Ex. "C:\Program Files\Cherwell Service Management\Trebuchet.App.exe"/S customer 3035555555 OR
CherwellClient://commands/search?rectype=Customer&search=searchText 3035555555
Note: The command executed must be able to access and run the Desktop Client application from the application's installed directory.Note: The Customer phone number without formatting needs to be in a field with Full-Text Search enabled. - Create a Blueprint.
- Edit the Customer Record by adding a new field. The new field
should have the following attributes:
Note: This field does not need to be added to the form.Note: The OOTB content sets up the next steps automatically. If using a CSM version before 5.0, then follow these steps to create a field with the phone number without formatting. The field must also be in the Full-Text Index.
- Name: ShortPhone (This is an example, any name can be used.)
- Type: Text
- Length: 15
- Full Text Search enabled.
- Edit the field properties and enable the calculated feature and the field is calculated by a text-base Expression. In the example, the ShortPhone field is calculated by the ShortPhone Expression. The short phone field is calculated from the phone field in an Expression.
- Add Modifiers to the Expression to Remove (-).
- Create a
One-Step Action to remove the Phone field, remove and extra text, and populate the
field.
- In Desktop Client, go to the Customer menu.
- Select Contact Manager.
- Change the Customer Type to show the desired Customer Group.
- Go to the Search tab and click
Go.
A list of all Customer Records in the Customer Group open.
- Go to the One-Step Action menu and select One-Step Manager.
- Click the Customer Type desired and click New.
- In the Name field, type the name for the new One-Step Action.
- Click
Add and select
Update a Business Object.
The Update Business Object Step window opens.
- From the Contact fields list, select the Short Phone field.
- Select the Template radio button.
- Right-click the Template text field.
- Select Phone.
- In the Template field, right-click and select Modifiers.
- Create a new Modifier for each possible text in the Phone
field.
Examples: (,), -, X, *. For spaces, use the Remove white-space Modifier.
- Click OK in each window until returned to the One-Step Action Manager.
- Right-click the newly created One-Step Action.
- Select Run for Group. This runs the One-Step Action against the entire Customer Group that was chosen and populates the phone number without text or spaces.