Ivanti Voice/SaaS Configuration

This topic describes the Ivanti Voice configuration process. For application-specific information, refer to the documentation accompanying the application. Administrators must have system administrator-level knowledge of the application as well as Ivanti Voice.

You may need to install the Ivanti Voice Client if you decide to use the softphone (Ivanti Voice Communicator) instead of a physical phone, or if you need to access supervisor functions through the Ivanti Voice Agent Dashboard. The Client installation instructions are in the "Installation" chapter of the Ivanti Voice Administrator Guide. For Client unattended installation information within a SaaS environment, refer to the "Ivanti Voice in a SaaS Environment" chapter.

This section contains information about integration with HEAT 2013, which may be deployed either as a hosted solution or installed locally. The instructions apply to both.

Ivanti VoiceSaaS Configuration Process

In Ivanti Voice, SaaS settings are configured at various locations in the UI. The following process lists the tasks in the order to be performed.

Prior to following the process below, you may need to open various ports in firewall; refer to the Ports and Firewall Settings topic in the Ivanti Voice Administrator Guide. There are also Ivanti Voice settings to configure in ITSM SaaS on the Configure Voice Integration page.

Configure the "FRS SaaS Connection" on the System Configuration > Contact Center Server > Integrations > FRS SaaS tab in the Ivanti Voice Management Portal.

Configure whether to allow Voice Toolbar users 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 for details.

FRS SaaS Connection Configuration

To Configure Ivanti Voice to Connect to any FRS SaaS Application Database:

1.Open Ivanti Voice: In the Management Portal, select System Configuration > Contact Center Server > Integrations. Click the FRS SaaS 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 connection has not yet been configured.

3.In the Name field, type a name for the connection to the FRS SaaS database and add a comment if desired.

4.In the SaaS Tenant field, type the tenant ID.

5.Type a comment if needed.

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

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

8.In the SaaS User Name field, type the user name for the user who has SaaS administration and configuration rights.

9.In the SaaS User Password field, enter the password for the SaaS user name entered above.

10.In the SaaS User Role field, enter a role valid for the SaaS User Name that has administration and configuration rights.

11.The SaaS Tenant field will be populated if you typed the tenant ID in the Tenant field in step 4. Otherwise, type the tenant ID here.

12.In the Config Web Service URL field, type the URL of the Ivanti Voice Web Service. The default value is: https://tenant/ServiceAPI/Ivanti VoiceService.asmx

13.Ivanti Voice uses the IP address of the application server (to which the user was assigned at login), along with the IIS virtual directory, to build the URL to the API. In the App Server virtual directory field, type the name of the IIS virtual directory (if applicable).

If a virtual directory is included in your installation, enter the directory name after the tenant name as seen the in the following example: https://tenant/HEAT/ServiceAPI/Ivanti VoiceService.asmx

14.The Comment field will be populated if you typed a comment in step 4. Otherwise, type a comment here.

15.In the Foundation user synchronization section, select the Enable option to enable synchronization of data to Ivanti Voice from SaaS application database.

16.Click the Update button for that section.

17.The SaaS user authentication section settings are related to authenticating the Ivanti Voice user with the SaaS 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 /ServiceAPI/Ivanti VoiceService.asmx?CheckSessionKey=%s.

If a virtual directory is included in your installation, enter the directory name at the beginning of the string, as seen the in the following example:
/HEAT/ServiceAPI/Ivanti VoiceService.asmx?CheckSessionKey=%s

Authentication URL - The location of the user authentication service on the application server, by which Ivanti Voice will verify the user.

18.Click the Update and Commit Changes buttons.

Voice Application Blocks

The Ivanti Voice Application Builder contains building blocks specifically designed for creating voice applications for the Ivanti Voice SaaS environment:

FRS SaaS Run QuickAction Block - Runs a QuickAction, such as calling a Web Service.

FRS SaaS Screenpop Definition Block - Governs the SaaS screenpop action when a call is routed to an agent. The block enables you to configure both the Caller Info screenpop and the Call Context screenpop.

Other blocks available on the Integrations tab can also be used in voice applications within the Ivanti Voice environment for the specific SaaS application; refer to the following topics for details:

FRS Foundation Alpha Search Block

FRS Foundation Create Block

FRS Foundation Journal Voice Block

FRS Foundation Search Block

FRS Foundation Next Item Block

FRS Foundation Update Block

Web Screenpop Block

Sample voice applications are provided in the Ivanti Voice Application Builder. For information about copying, then editing (Ivanti, Inc. does not recommend directly editing the sample voice applications) the voice applications or creating a new application, refer to Voice Application Design.

Timeout Configuration

HTTP timeouts may be encountered while communicating with ITSM SaaS servers. The timeout could occur for various reasons including resolving the domain name, establishing a connection to the server, sending the data, or when receiving the response.

In the event of such timeout, SaaS integration blocks invoke a conditional exit labeled “timeout occurred”. The network may return multiple error codes for the timeout.

You can configure the timeout error codes using the TimeOutErrCode element under the SaaS configuration. One common error code (-2147012894) for timeout is included by default.



<SaaS Enable="true">


<Connection Comment="" FoundationSync="1" ………../>


<TimeOutErrCode>-2147012894 </TimeOutErrCode>