Ivanti Voice/HEAT Configuration

This topic describes the Ivanti Voice/HEAT configuration process. For HEAT product-specific information, refer to the documentation accompanying the HEAT product. Administrators must have system administrator-level knowledge of the HEAT and Ivanti Voice products.

Prior to performing the Ivanti Voice/HEAT configuration procedures, do the following:

Install and configure the Ivanti Voice and HEAT server components, including HEAT BPAM (Business Process Automation Module). Ivanti Voice and HEAT can be installed in any order.

Install and configure the Agent Dashboard on each client computer in your environment.

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.

Install and configure the HEAT client application (Call Logging) on the Ivanti Voice server host computer, as well as each client computer in your environment.

Administrators must have administrator rights on both the Ivanti Voice and HEAT servers, and the servers must be in either the same domain or different domains with trust established.

Ivanti Voice/HEAT Configuration Procedures

Ivanti Voice/HEAT Database Connection Configuration

Enable the HEAT Telephony Setting

Agent Dashboard Configuration

Import Ivanti Voice/HEAT AutoTasks

Ivanti Voice/HEAT Database Connection Configuration

To Configure Ivanti Voice to Connect to the HEAT Database:

1.Run the HEAT client and create connections to the HEAT database. Refer to the HEAT documentation for information.

2.Open Ivanti Voice: Management Portal > System Configuration > Contact Center Server > Integrations. Click the HEAT tab.

3.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 HEAT connection has not yet been configured.

4.In the Name field, type the name of the ODBC connection to your HEAT database and add a comment if desired.

Create ODBC connections only under the System DSN tab in the ODBC Data Source Administrator dialog box. Otherwise, Ivanti Voice cannot recognize the database or connect to it.

5.Click the Add button. Ivanti Voice adds the connection to the table.

6.Click the name of the connection, which now appears as a link. The connection settings appear.

7.Enter the following HEAT credentials:

The username and password for any HEAT user with administrator privileges

The username and password for accessing the HEAT database

8.Click the Update and Commit Changes buttons.

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

Enable the HEAT Telephony Setting

To Configure HEAT to Work with Telephony Applications:

1.Open the HEAT Administrator module.

2.Select Defaults > DDE/Telephony > Telephony Setup. The Telephony Settings dialog box opens.

3.On the Enable Telephony tab, select the Enable Telephony Integration check box.

4.Type Ivanti Voice in the Telephony Application Name field and click OK.

Agent Dashboard Configuration

The Agent Dashboard uses the default connector, VPCC.GenericConnector.1, to connect to HEAT Call Logging.

To configure Ivanti Voice to work with HEAT Web-based Call Logging, a specific WebUI connector must be configured in the Agent Dashboard.

To Specify the WebUI Connector:

1.Log in to the Ivanti Voice Agent Dashboard.

2.Select File>Dashboard Options. The Dashboard Options dialog box opens.

3.In the Dashboard Options dialog box, on the General tab, click the drop-down arrow in the Connector COM ProgID field, select VPCC.HEATWebUIConnector.

If you do not see this option listed, contact Ivanti, Inc. Support.

4.Click Apply, then click OK.

5.Restart the Agent Dashboard.

Import Ivanti Voice/HEAT AutoTasks

You can import AutoTasks that will enable Call Logging users to utilize Agent Dashboard functionality within HEAT Call Logging. Once the AutoTasks have been imported, create toolbar buttons for the AutoTasks, and if desired, created an Agent Dashboard toolbar.

To Import the AutoTasks:

1.Open HEAT Call Logging.

2.Select AutoTask > Import. The Import AutoTask dialog box opens.

3.Select the Global View, then click the Browse button.

4.Navigate to Program Files\Ivanti, Inc.\IP Communications Management\scripts\HEATVoice, then double-click the HEATVoiceAutotasks.hef file.

5.Click the Import button. A second Import AutoTask dialog box opens, listing the AutoTask that were imported. Click OK. The Manage AutoTasks dialog box now displays a Ivanti Voice folder containing the imported Ivanti Voice-related AutoTasks.

The following imported autotasks are available for use:

Answer - Answer an incoming call.

Dial - Call the customer whose ticket is currently displayed.

Hangup - End the active call.

SetNotReady - Set the agent status as ready to take calls.

SetReady - Set the agent status as ready to take calls.

Create Agent Dashboard Toolbar or Toolbar Buttons

HEAT Call Logging users can add toolbar buttons and toolbars to the user interface. These buttons can control Ivanti Voice Agent Dashboard functionality, such as toggling agent states between Ready and Not Ready, answering calls, and dialing numbers.

Create buttons in HEAT Call Logging by associating the Agent Dashboard AutoTasks with a toolbar button in the Manage AutoTask dialog box. Refer to the HEAT Call Logging online help topic AutoTasks: Working with AutoTasks: Create AutoTasks Toolbar Buttons. The buttons will appear in the main Call Logging toolbar. You can then create a new toolbar, and, with Customize dialog box open, drag the Agent Dashboard AutoTask buttons off the Call Logging toolbar onto the new toolbar. For details, refer to the HEAT Call Logging online help topic Customizing Call Logging: Customize/Create Toolbars.

Voice Applications

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

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

HEAT Create Call Block - Configures the voice application to create a new call ticket in the HEAT database and populate fields in the new call ticket. The block can also link the new ticket to a HEATBoard issue, run a specified AutoTask, assign the new call ticket to a HEAT group, and attach files to the new call ticket.

HEAT Create Customer Block - Configures the voice application to create a new customer record of specified type in the HEAT database and to populate fields in the new record.

HEAT Modify Call Block - Configures the voice application to change the status of a ticket, insert a Journal record, or run an AutoTask. This lets callers update or close existing tickets without interfacing with live agents.

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

HEAT Screenpop Definition Block - Governs the HEAT screenpop action when a call is routed to an agent.

HEAT Search Block - Searches the HEAT database for a specific ticket, customer, or issue.

HEAT Update Block - Updates selected fields in the HEAT database.

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

HEAT Sample Applications

Application Builder also includes three sample HEAT voice applications:

HEATDemo - Automates inbound customer service calls. The application first identifies the caller using phone keypad input, then lets the caller opt to report a new ticket, inquire about an existing ticket, or speak with an operator.

HEATOfferTicketClose - Gives ticket originators the chance to address tickets that have been opened for an extended period of time. The application works in conjunction with the Dial Item script, which searches for tickets that have been opened for a specified amount of time. When the script finds such a ticket, the script launches the HEATOfferTicketClose application, which calls the person who opened the ticket, and provides options for handling the ticket (such as close the ticket, speak with a technician about the ticket, etc.).

HEATSupportDemo - Automates inbound help desk calls for companies whose callers have alphanumeric IDs. The application first attempts to identify the caller using the caller’s ANI. If it cannot identify the caller, the application lets the caller enter an alphanumeric customer ID. Once identified, callers can create a new ticket, reset their domain password, inquire about an existing ticket, speak with an operator, or leave a voice mail attached to a specific ticket.

The Record File block in the HEATSupportDemo application records audio files to a directory on the Ivanti Voice server host computer for demonstration purposes. In production environments, users cannot typically access the Ivanti Voice server host computer, and therefore cannot play such audio files. As a result, if you use the HEATSupportDemo application as a template, be sure to change the Full or relative path field in the Record File block to a UNC path to a user-accessible file server.