Customizing Your Voice-to-Ivanti-Neurons for ITSM Integration
•About Customizing Your Ivanti Voice-to-Ivanti-Neurons for ITSM Integration
•About Administering the Two Systems
•Installing and Configuring Ivanti Voice
•Integrating Ivanti Voice with Ivanti Neurons for ITSM
•Managing a Ivanti Voice User Account Management
•Modifying the Not Ready Reasons
About Customizing Your Ivanti Voice-to-Ivanti-Neurons for ITSM Integration
The set up and configuration of users in Ivanti Voice utilizes standard Neurons for ITSM business objects and forms.
Business object and field names must be maintained so synchronization can occur.
With the exception of business object and field names, you can customize the integration to fit your needs. Some examples of potential customizations include the following:
•Role-based forms that limit the specific data that supervisors can manage.
•Adding additional auditing of fields as required to track changes.
•Adding dashboards to show user dial plan and extension listings.
To effectively use the information in this section, you should have experience using Neurons for ITSM and be familiar with user administration in Ivanti Voice.
When Ivanti Voice and Neurons for ITSM have been properly integrated, much of the day to day administrative tasks for Ivanti Voice can be accomplished using Neurons for ITSM.
Before you begin, you need to load any user profiles that require Ivanti Voice access as employee records in Neurons for ITSM.
This section does not cover Ivanti Voice-specific settings. Refer to the Ivanti Voice online help for Ivanti Voice configuration settings. This section focuses on the settings unique to a synchronized environment.
About Administering the Two Systems
Typically, different sets of people administer Neurons for ITSM and Ivanti Voice systems, so they use separate administrative interfaces. However, they do have some user management features in common.
With Neurons for ITSM, you can use synchronization so that users can be administered exclusively in Neurons for ITSM. Ivanti Voice automatically synchronizes the settings, eliminating duplicated efforts. All synchronization between the two systems is from Neurons for ITSM to Ivanti Voice. No data is transferred from Ivanti Voice to Neurons for ITSM.
Installing and Configuring Ivanti Voice
For information about installing and configuring Ivanti Voice, see the IP Communications Management Administrator Guide in the Neurons for ITSM Knowledge Base as article 25218.
Integrating Ivanti Voice with Ivanti Neurons for ITSM
After you have configured Ivanti Voice to integrate with Neurons for ITSM, you need to configure Neurons for ITSM to integrate with Ivanti Voice. This is done through the Neurons for ITSM Configuration Database.
1.Log in to the Neurons for ITSM Configuration Database. For information about using the Neurons for ITSM Configuration Database, see the Configuration Database Guide for Ivanti Neurons for ITSM.
2.Navigate to the Tenants workspace, select the tenant that you want to integrate with Ivanti Voice, and open that record.
3. Select the IPCM tab at the bottom of the Tenants workspace.
4. Enter the following values:
•IPCM Host: Enter the fully-qualified domain name of the Ivanti Voice server.
•IPCM Port: 5743
•IPCM URL: Enter the URL in the form http://Ivanti_Voice_server:2323 where Ivanti_Voice_server is the fully-qualified domain name of the Ivanti Voice server. If you have changed the port that Ivanti Voice uses for web services from 2323, enter the correct port here.
•IPCM Login ID: Enter a valid user name for Ivanti Voice. This is used by Neurons for ITSM to call web services in Ivanti Voice. No specific role is required, it just needs to be a valid Ivanti Voice user.
•IPCM Password: Enter the password associated with the Ivanti Voice login ID.
It is recommended that you change the default password in Neurons for ITSM and update the same in Voice as well.
•IPCM Url Port: Enter the Ivanti Voice URL port.
•Is Hybrid Voice: Check this if you want the system to ignore all the settings above (that start with Ivanti Voice) and to use the settings that were previously set in the Configuration Console.
IPCM Tab in the Ivanti Configuration Database
5.Save your changes.
Neurons for ITSM is now configured to connect to Ivanti Voice.
Managing a Ivanti Voice User Account Management
Ivanti Voice user accounts are managed as employee records in Neurons for ITSM. They are administered through Neurons for ITSM. To administer Ivanti Voice users, follow these steps:
1.Log in to Neurons for ITSM.
2.Open the Employee workspace.
3.Find the employee to manage, and open the employee record for that employee.
4.On the Details tab, check Enable Voice to synchronize the user to Ivanti Voice and click Save.
The system displays two new tabs, called Voice - Agent Properties and Voice - Agent Skills, from which you can configure the Ivanti Voice properties.
To disable a user account in Ivanti Voice, change the employee status to terminated. The system disables the user on the next synch.
To stop a user from being synchronized to Ivanti Voice, uncheck Enable Voice.
5.To configure the voice properties of a user, select the Voice - Agent Properties tab. Enter values in the relevant voice properties. This page consolidates all user and agent settings from the Ivanti Voice Management Portal to one form.
6.Select Is Voice Agent to assign the employee to the Contact Center Agent role.
7.Select Is Voice Supervisor to assign them to the Contact Center Supervisor role.
8.Select both fields if the user will act as an agent and as a supervisor. You can modify the permissions associated with these roles in the Ivanti Voice Management Portal. You can assign additional roles for the user in the Ivanti Voice Management Portal.
9.In Neurons for ITSM, users can control their phone via an integrated voice toolbar. To allow a user to access this interface, check Enable Voice Integrated Toolbar. If they will use the Voice Agent dashboard instead, do not select this option.
Configuring User Extensions
In Ivanti Voice, users are assigned an extension, which is configured in the SIP Soft Switch phones section of the Ivanti Voice Management Portal. In Neurons for ITSM, this is configured as a configuration item (inventory item). Follow these steps to configure user extensions:
1.Log in to the Service Desk Console.
2.Open the Employee workspace, find the employee to manage, and open the employee record for that employee.
3.On the Details tab, check Enable Voice to synchronize the user to Ivanti Voice and click Save.
4.Click the Voice - Agent Properties tab.
5.In the VOIP Device field, select a VOIP device to associate with this user. (You can also create a new configuration item, if the user has a soft phone, or a desktop IP phone that is not already generated as a configuration item. Click Add VOIP to create a new configuration item of type VOIP. Enter a unique name for this device. In the Owner field, enter the name of the employee to which this extension is assigned.)
6.Enter the details that you would normally configure in the SIP Soft Switch Phones page of the Ivanti Voice Management Portal. Configure the type of device to be phone. Configure the number, which is the extension number associated with this extension. You can also configure the authentication and forwarding sections as needed. Once you have associated a VOIP configuration item with the user, their extension is displayed in the Voice - Agent Properties tab.
7.Click Save.
Assigning Skills to a User
If a user is assigned the role of Contact Center Agent, you need to assign their skills on the Voice - Agent Skills tab. This tab displays a list view of all of the agent's skills grouped by skill group.
1.Log in to Neurons for ITSM.
2.Open the Employee workspace, find the employee to manage, and open the employee record for that employee.
3.On the Details tab, check Enable Voice to synchronize the user to Ivanti Voice and click Save.
4.Click the Voice - Agent Skills tab.
5.Click New Agent Skill from the toolbar. The system displays the New Agent Skill dialog box.
6.Select the skill group, skill name, and threshold for the user.
7.To add a new skill group to Neurons for ITSM, do the following:
| a. | Go to the Configuration Console and click Extend > Voice Integration > Skill Groups to open the Skill Groups workspace. |
| b. | Click New Skill Group and enter a skill group name. |
| c. | Click Save. |
8.To add a new skill, do the following;
| a. | Go to the Configuration Console and click Extend > Voice Integration > Skills to open the Skills workspace. |
| b. | Click New Skill and enter a skill name and optionally a skill group. |
| c. | Click Save. |
Modifying the Not Ready Reasons
1.Log in to Neurons for ITSM.
2.Open the Employee workspace, find the employee to manage, and open the employee record for that employee.
3.On the Details tab, check Enable Voice to synchronize the user to Ivanti Voice and click Save.
4.Click the Voice - Agent Properties tab.
5.Enter values in the Not Ready Reason Required and Initial Not Ready Reason fields.
6.Click Save.
7.To add a new not ready reason, do the following:
| a. | Go to the Service Desk Console and open the Voice - Not Ready Reason workspace. |
| b. | Click New Voice - Defined Reason and enter a new reason. |
| c. | Click Save. |
Modifying the UI Language
1.Log in to the Service Desk Console.
2.Open the Employee workspace.
3.Find the employee to manage, and open the employee record for that employee.
4.On the Details tab, check Enable Voice to synchronize the user to Ivanti Voice and click Save.
5.Click the Voice - Agent Properties tab.
6.Enter values in the UI Language field.
7.Click Save.
8.To add a new user interface language, do the following:
| a. | Go to the Service Desk Console and open the Voice - UI Supported Language workspace. |
| b. | Click New Voice - UI Supported Language and enter a new language. |
| c. | Click Save. |
Synchronizing Users
User synchronization occurs via a Windows service running on the Ivanti Voice server. The Windows service polls Neurons for ITSM on a predefined basis. If the Sync Status record is set to start, it copies values from Neurons for ITSM to Ivanti Voice.
1.Go to the Configuration Console and click Extend > Voice Integration > Synchronization Status to open the Synchronization Status workspace.
2.Check Enable Sync.
3.Click Start Sync. This sets the value of the Sync Status field to start, which causes the synchronization to run.
The Synch Status record shows the last synch date and result. You can find further details by clicking the Audit tab. The system automatically attaches a backup of the host configuration and SIP server configuration files.
There must only be one Synch Status record.
For security reasons, the Neurons for ITSM user password is not accessible to the Ivanti Voice synchronization service.