Ivanti Voice/Foundation Configuration

This topic describes the Ivanti Voice/Foundation configuration process, which should be followed for any Foundation-based applications, such as ITSM, CSM, or GMEE. For Foundation, ITSM, CSM, and GMEE product-specific information, refer to the documentation accompanying the products. Administrators must have system administrator-level knowledge of the Foundation-based products as well as Ivanti Voice.

The server configuration lets you define the application behavior when the agent receives a call, and gives Ivanti Voice applications the ability to search and update the Foundation database:

•Look up Foundation business objects based on field values (direct fields and fields of related objects).

•Return the record ID of the found business objects.

•Return the number of business object fields as specified by the application.

•Create business objects.

•Update business objects and set business object fields.

The Ivanti Voice server caches connections to Foundation to reduce login time.

The client configuration enables the Foundation Smart Client to perform a variety of tasks including:

•Open existing objects.

•Create new Foundation business objects and use them in screenpops.

•Set the fields of the screen-popped business object.

•Call a defined QuickAction when opening a business object.

•Activate the defined grid tab when opening a business object.

For the client configuration, Foundation and Ivanti Voice can be installed in any order. For the server configuration, Ivanti, Inc. recommends you install the Foundation Smart Client before installing the Ivanti Voice server.

The Ivanti Voice/ Foundation configuration uses Fusion APIs, which utilizes one Foundation license.

Configure Ivanti Voice and the Foundation Smart Client

This configuration assumes Foundation (ITSM, CSM, and/or GMEE) is already installed and operational. Do the following tasks:

•On the Ivanti Voice server computer, you will install the Foundation Smart Client first, install the Ivanti Voice server, then configure as described in the Foundation Smart Client/ Server Installation topic. Following that, use the Database Connection Configuration procedure to configure Ivanti Voice to connect with the Foundation database.

• On the client computers, on which Foundation Smart Client is already installed, install the Ivanti Voice Agent Dashboard, then configure as described in Agent Dashboard/Foundation Smart Client Configuration. Do this only on client workstations that will be opening the Ivanti Voice Agent Dashboard.

•In Ivanti Voice, you can configure whether to allow a Voice Toolbar user to designate an extension other than their user-assigned extension on the Contact Center Server > Advanced Configuration page (Allow Voice Toolbar user to override default extension field). Refer to Allow Default Extension Override for details.

Foundation Smart Client/Ivanti Voice Server Installation

Install the Foundation Smart Client on the Ivanti Voice server computer. After installation, install the Ivanti Voice server. The Ivanti Voice installation automatically installs three configuration files: ITSMConnector.dll.config, ITSMLiason.exe.config, and VxCCL.exe.config, correctly configured with the appropriate assembly version for the Foundation version you specified during Ivanti Voice installation.

However, if you need to manually configure these files, follow the procedure below to change to include the correct assembly version:

To Configure the Correct Assembly Version:

  1. Use a text editor (such as Notepad) to open each of the three above-referenced files, located in the C:\Program Files\Ivanti, Inc.\IP Communications Management\Bin directory.
  2. Change the value of each newVersion parameter to the version of Foundation you are using. For example, if you are using version 5.0.2003.0, change the parameter (three instances within the file) to read newVersion="5.0.2003.0".

To find the assembly version you are using: open Windows Explorer, and navigate to C:\Windows\assembly. Each assemblyIdentity name specified in the configuration file will be present in the assembly folder, with its version specified.

  1. Save and close the files, then restart the server computer.

Database Connection Configuration

You can only configure one Foundation connection; configuring multiple Foundation connections is not supported.

To Configure Ivanti Voice to Connect with the Foundation Database:

  1. Run the Foundation Smart Client and create connections to the Foundation database. Be sure to create common connections, not private. Refer to the Foundation documentation for information. Take note of the name of the connection, which you enter on the last page of the Foundation configuration wizard.

Be sure to specify the User ID and Password on the wizard Security Information dialog box and the Admin ID and Password on the wizard Administrator Database Connection dialog box.

  1. Open Ivanti Voice: Management Portal > System Configuration > Contact Center Server > Integrations. Click the FRS Foundation tab.
  2. Select the Enable check box and click the Update button.

At this point, do not click the Commit Changes button or you will see errors in the Log, since the Foundation connection has not yet been configured.

  1. In the Name drop-down list, select the name of the connection you created in step 1.
  2. Type the Foundation user name and password
  3. Type a comment if needed.
  4. Click the Add button. The new connection appears as a link.
  5. To configure the Foundation user synchronization, click the connection name link:
    1. Select the Enable option. A message displays, stating ITSM SelfService URL must be provided.
    1. Type the URL in the SelfService URL field.

Note: For more information about Foundation user synchronization, refer to ITSM documentation.

  1. Click the Update button for that section.
  2. The ITSM user authentication section settings are related to authenticating the Ivanti Voice user with the ITSM application server. The content of the first three fields: host, port, and path, configure the URL in the last field; the URL field can be modified by changing the host, port, or path fields. You should not modify this setting unless the location of the authentication service changes.
    • Authentication host - Enter the authentication host.
    • Authentication port - Enter the authentication port; the default is 80.
    • Authentication path - Enter the authentication path; the default is /ServiceManagement/CheckSessionService.svc/CheckSessionKey?sessionKey=%s.
    • Authentication URL - The location of the authentication service on the application server, by which Ivanti Voice will verify the user.
  3. Click the Update and Commit Changes buttons.

Ivanti Voice Agent Dashboard/Foundation Smart Client Configuration

Install the Ivanti Voice client on the same client computers where the Foundation Smart Client has been installed.

Do this only on client workstations that will be opening the Ivanti Voice Agent Dashboard.

The Ivanti Voice installation automatically installs two configuration files: ITSMConnector.dll.config, and VxCCL.exe.config, correctly configured with the appropriate assembly version for the Foundation version you specified during Ivanti Voice installation.

However, if you need to manually configure these files, follow the procedure below to change to include the correct assembly version:

To Configure the Correct Assembly Version:

  1. Use a text editor (such as Notepad) to open each of the above-referenced files, located in the C:\Program Files\Ivanti, Inc.\IP Communications Management\Bin directory.
  2. Change the value of each newVersion parameter to the version of Foundation you are using. For example, if you are using version 5.0.2003.0, change the parameter (three instances within the file) to read newVersion="5.0.2003.0".
  3. Save and close the files, then restart the client computer.

Open the Agent Dashboard and verify the default connector is specified (VPCC.GenericConnector.1) in the Dashboard Options dialog box. Refer to Ivanti Voice Configuration with other Ivanti Products for details.

Voice Applications

The Ivanti Voice Application Builder contains the following building blocks specifically designed for creating voice applications for the Ivanti Voice/Foundation configuration:

•FRS Foundation Alpha Search Block - Searches the Foundation database for business objects by matching search criteria that callers specify using their phone keypad.

•FRS Foundation Create Block - Creates a new Foundation business object in the Foundation database.

•FRS Foundation Journal Voice Block - Automates the generation and updating of Journal.VoiceActivity business object records in ITSM.

•FRS Foundation Next Item Block - The FRS Foundation Next Item block works in conjunction with the FRS Foundation Search and Alpha Search blocks. The FRS Foundation Search and Alpha Search blocks set the interaction properties for the first row found. The FRS Foundation Next Item block sets the interaction properties for the subsequent rows in the search results until there are no additional rows.

•FRS Foundation Screenpop Definition Block - Governs the Foundation (ITSM, CSM, or GMEE) screenpop action when a call is routed to an agent:

•FRS Foundation Search Block - Searches for a business object, and returns the values of business object fields specified in the block.

•FRS Foundation Update Block - Updates selected fields of a business object and automatically attaches files to an existing ticket.

For information about copying, then editing (Ivanti, Inc. does not recommend directly editing the sample applications) the Foundation voice applications (described below) or creating a new application, refer to Voice Application Design.

Foundation Sample Application

Foundation Sample Applications

The Ivanti Voice server installation includes the following sample voice applications:

•ITSMClick2Talk - Designed to work with the ITSM Advanced Self Service Click to Talk feature. Allows a web self service user to get help by clicking a link, which opens a dialog box asking for a contact number. Once entered, that phone will ring, placing the web self service user into queue to speak directly with an ITSM service desk agent. The agent gets a screenpop of the user’s record.

•ITSMClick2TalkAfterHours - Designed to work with the ITSM Advanced Self Service Click to Talk feature after hours, when no agent is available.

•ITSMSelfService - Designed to work with the ITSM Advanced Self Service module, which includes Ivanti Voice as a key component, enabling the use of voice self service.

•ITSMSupportDemo - Automates inbound help desk calls for companies whose callers have alphanumeric IDs.

•ITSMDemo - A sample voice application which utilizes the building blocks listed above. The demo application uses a default connection that works on any system.

•ITSMOfferTicketClose - Gives ticket originators the chance to address tickets that have been opened for an extended period of time.

•ITSM Support Demo v7

Services

In Ivanti Voice, a service is a label created to categorize interactions for statistical, routing, and monitoring purposes. For example, you might have a customer call for purchase inquiries or to offer feedback. If you create a service for each of these categories, you can track how many purchase inquiries you receive, or view a list of calls waiting in a queue to offer feedback.

Ivanti Voice provides two delivered ITSM services (located at Management Portal > Agents/Skills/Services > Service): ITSM Click To Talk and ITSM Self Service, which can be used in ITSM voice applications. Refer to Services for more information on creating and using services.

Ivanti Voice/Foundation Call Scenario

The client and server configurations enable the following call scenario:

1.When a caller calls the number in the Ivanti Voice dial plan allocated to the Foundation demo application, the voice application prompts the caller to enter an incident number.

2.The voice application queries the Foundation database, via the Foundation Smart Client, for the business object associated with the incident number.

3.The voice application attaches the record ID and status of the business object to the interaction, prepares a Foundation screenpop, and places the interaction into the queue. Agents can see the call in the Foundation Demo queue along with the incident number and status.

4.When Ivanti Voice routes the interaction to an agent, the client requests the record ID of the business object.

5.The client calls the Foundation Smart Client API to display the business object on the Foundation Smart Client.

Ivanti Voice Foundation Synchronizer

The Ivanti Voice Foundation Synchronizer (Start > Settings > Control Panel > Administrative Tools > Services) is a service that transfers data from ITSM to Ivanti Voice. The settings, including the frequency with which the transfer occurs, are configured in ITSM; refer to the ITSM documentation for details.