Mitel Contact Center Solutions
Contact Center Screen Pop Scenarios
and Development using the CTI toolkit
2/17/2014
slide
2
Contact Center Solutions
Screen pop scenarios
The following slides provide examples of screen pop scenarios that
–
Show customer profiling using screen pop
–
Use Contact Center Solutions applications with Contact Center PhoneSet
Manager and Contact Center Screen Pop
–
Incorporate the CTI Developer Toolkit (server and client) to provide
screen pops on agent desktops
–
In the Contact Center Screen Pop client
–
In a custom screen pop made using the toolkit
–
In third
-
party applications
2/17/2014
slide
3
Contact Center Solutions
Requirements
If you are using all Mitel Contact Center Solutions and Call Accounting
applications, for example, Intelligent Queue and Contact Center Screen Pop,
no DLL licenses are required
If you are passing on data from a third
-
party IVR and using Contact Center
Screen Pop, only the CTI Developer Toolkit sever side DLL is required
If you are passing on data from a third
-
party IVR and using a third
-
party
screen pop client, then the CTI Developer Toolkit server side and client side
DLLs are required
If you are passing on data from Intelligent Queue and using a third
-
party
screen pop client, then only the CTI Developer Toolkit client side DLL is
required. One client DLL license is required for each third
-
party screen pop
user
2/17/2014
slide
4
Voice
Email
Chat
Fax
SMS
Contact Center Solutions
server including:
•
Contact Center Management
•
Interactive Visual Queue
•
Intelligent Queue
•
Multimedia Contact Center
•
Contact Center Scheduling
Back office servers
•
Primary Domain Controller
•
Corporate email server
•
LCS
•
Fax application server
•
CRM
Agent 1
Agent 2
Agent 3
Agent Group
Supervisor
3300 ICP
IVR intelligent routes to
ACD Queue 2
(for Silver
-
priority
customers)
Fred Davis
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
IVR CRM Lookup
Fred Davis
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
Customer profiling example
2/17/2014
slide
5
Voice
Email
Chat
Fax
SMS
Contact Center Solutions
server including:
•
Contact Center Management
•
Interactive Visual Queue
•
Intelligent Queue
•
Multimedia Contact Center
•
Contact Center Scheduling
Back office servers
•
Primary Domain Controller
•
Corporate email server
•
LCS
•
Fax application server
•
CRM
Agent 1
Agent 2
Agent 3
Agent Group
Supervisor
3300 ICP
Queue 2
(for Silver
-
priority customers)
Fred Davis
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
Interactive Visual
Queue
monitor
Fred Davis
Queue 2
-
Silver
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
Queue 1:
Gold
Queue 1
(for Gold
-
priority customers)
Customer profiling example
2/17/2014
slide
6
Voice
Email
Chat
Fax
SMS
Contact Center Solutions
server including:
•
Contact Center Management
•
Interactive Visual Queue
•
Intelligent Queue
•
Multimedia Contact Center
•
Contact Center Scheduling
Agent 1
Agent 2
Agent 3
Agent Group
Supervisor
3300 ICP
Back office servers
•
Primary Domain Controller
•
Corporate email server
•
LCS
•
Fax application server
•
CRM
CRM Screen pop
Fred Davis
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
Queue 1
(for Gold
-
priority customers)
Fred Davis
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
Interactive Visual
Queue
monitor
Fred Davis
Queue 2
-
Silver
Customer level: Silver
Last agent: Frank
Last media: Voice
A/c status: Pd in full
Phone: 613
-
555
-
0130
Customer profiling example
2/17/2014
slide
7
Contact Center Screen Pop
Example 1: Screen pop based on ANI/DNIS using a third
-
party CRM
In this example, the customer
–
Is using either Microsoft Dynamics CRM or Salesforce.com for their customer
relationship management database
–
Wants to provide screen pops to agents based on the ANI/DNIS from their service
provider (PSTN)
–
Will use Mitel Contact Center PhoneSet Manager, Mitel Contact Center Screen
Pop, and one of the two Mitel CRM connectors
Requirements
–
Contact Center Management
–
Contact Center PhoneSet Manager
–
Contact Center Screen Pop
–
Either the Mitel Microsoft Dynamics CRM or Mitel Salesforce.com connector
NOTE: If the customer is using a different CRM database and requires screen pop
functionality, Mitel can provide professional services to create a customized CRM
connector as a billable service
2/17/2014
slide
8
PSTN
LAN
Required:
Contact Center Management Base software (51003274)
Contact Center PhoneSet Manager (54002635)
Contact Center Screen Pop (51011582)
CRM connector (51011587)
Contact Center
Management
Enterprise
Server
ACD Agent
3300 ICP ACD controller
CRM database
Contact Center Screen Pop
Example 1: Screen pop based on ANI/DNIS using a third
-
party CRM
2/17/2014
slide
9
Contact Center Screen Pop
Example 2: Screen pop based on Intelligent Queue collected digits using a third
-
party CRM
In this example, the customer
–
Is using either Microsoft Dynamics CRM or Salesforce.com for their customer
relationship management database
–
Wants to provide screen pops to agents based on Collect Caller Entered Digits
from Intelligent Queue
–
Will use PhoneSet Manager, Contact Center Screen Pop, and one of the two CRM
connectors
Requirements
–
Contact Center Management
–
Intelligent Queue with Collect Caller Entered Digits
–
Contact Center PhoneSet Manager
–
Contact Center Screen Pop
–
Either the Microsoft Dynamics CRM or Salesforce.com connector
2/17/2014
slide
10
PSTN
LAN
Required:
Contact Center Management Base software (51003274)
Intelligent Queue Base software (54002632)
Intelligent Queue Collect Caller Entered Digits (54002619)
Contact Center PhoneSet Manager (54002635)
Contact Center Screen Pop (51011582)
CRM connector (51011587)
ACD Agent
Intelligent
Queue Server
3300 ICP ACD
Controller
CRM database
Contact Center
Management
Enterprise
Server
Contact Center Screen Pop
Example 2: Screen pop based on Intelligent Queue collected digits using a third
-
party CRM
2/17/2014
slide
11
Contact Center Screen Pop
Example 3: Third
-
party screen pop based on ANI/DNIS
In this example, the customer
–
Is using a CRM database
–
Wants to provide screen pops to agents based on ANI/DNIS collected from their
service provider (PSTN)
–
Wants to integrate with their own third
-
party screen pop application
Requirements
–
Contact Center Management
–
CTI Developer Toolkit
-
client license (5 pack)
2/17/2014
slide
12
PSTN
LAN
Required:
Contact Center Management Base software (51003274)
CTI Developer Toolkit
–
client (5 pack)
--
one license for every
five clients (51012491)
Contact Center
Management
Enterprise
Server
ACD Agent
3300 ICP ACD
Controller
CRM database
Contact Center Screen Pop
Example 3: Third
-
party screen pop based on ANI/DNIS
2/17/2014
slide
13
Contact Center Screen Pop
Example 4: Third
-
party screen pop based on Intelligent Queue Collect Caller
Entered Digits
In this example, the customer
–
Is using a CRM database
–
Wants to provide third
-
party screen pops to agents based on Intelligent Queue
Collect Caller Entered Digits
–
Will integrate their third
-
party client screen pop application with the CTI Developer
Toolkit
-
client
Requirements
–
Contact Center Management
–
Intelligent Queue with Collect Caller Entered Digits
–
CTI Developer Toolkit
-
client license (5 pack)
2/17/2014
slide
14
PSTN
LAN
Required:
Contact Center Management Base software (51003274)
Intelligent Queue Base software (54002632)
Intelligent Queue Collect Caller Entered Digits (54002619)
CTI Developer Toolkit
–
client (5 pack)
--
one license for every five
clients (51012491)
ACD Agent
Intelligent
Queue Server
3300 ICP ACD
Controller
CRM database
Contact Center
Management
Enterprise
Server
Contact Center Screen Pop
Example 4: Third
-
party screen pop based on Intelligent Queue Collect Caller
Entered Digits
2/17/2014
slide
15
Contact Center Screen Pop
Example 5: Third
-
party screen pop based on third
-
party IVR collected digits
In this example, the customer
–
Is using a CRM database
–
Wants to provide third
-
party screen pops to agents based on collected digits from
a third
-
party IVR
–
Will integrate their third
-
party client screen pop application and third
-
party IVR
with the CTI Developer Toolkit
-
client and server
Requirements
–
Contact Center Management
–
CTI Developer Toolkit
-
server license
–
CTI Developer Toolkit
-
client license (5 pack)
2/17/2014
slide
16
PSTN
LAN
Required:
Contact Center Management Base software (51003274)
CTI Developer Toolkit
–
server (51012492)
CTI Developer Toolkit
–
client (5 pack)
--
one license for every
five clients (51012491)
Contact Center
Management
Enterprise
Server
ACD Agent
Third
-
party IVR
3300 ICP ACD
Controller
CRM database
Contact Center Screen Pop
Example 5: Third
-
party screen pop based on third
-
party IVR collected digits
2/17/2014
slide
17
Contact Center Screen Pop
Example 6: Screen pop based on third
-
party IVR collected digits
In this example, the customer
–
Is using a CRM database
–
Wants to provide third
-
party screen pops to agents based on collected
digits from a third
-
party IVR
–
Will integrate their third
-
party IVR collected digits with Contact Center
PhoneSet Manager, Contact Center Screen Pop, and the CTI Developer
Toolkit
-
server
Requirements
–
Contact Center Management
–
Contact Center PhoneSet Manager
–
Contact Center Screen Pop
–
CTI Developer Toolkit
-
server license
2/17/2014
slide
18
PSTN
LAN
Required:
Contact Center Management Base software (51003274)
CTI Developer Toolkit
-
server (51012492)
Contact Center PhoneSet Manager (54002634)
Contact Center Screen Pop (51011582)
Contac Center
Management
Enterprise
Server
ACD Agent
Third
-
party IVR
3300 ICP ACD
Controller
CRM database
Contact Center Screen Pop
Example 6: Contact Center Screen Pop based on third
-
party IVR collected digits
2/17/2014
slide
19
Call Accounting for Non
-
Contact Center Environments
Screen pop scenarios
Screen Pop for non
-
contact center environments uses Call
Accounting base software
The following slides provide examples of screen pop scenarios that
–
Use Mitel Call Accounting with Contact Center PhoneSet Manager and
Contact Center Screen Pop
–
Incorporate CTI Developer Toolkit
-
server and client with third
-
party
applications to provide screen pops on agent desktops
2/17/2014
slide
20
Call Accounting with Screen Pop
Example 7: Screen pop in a non
-
contact center environment based on ANI/DNIS
In this example, the customer
–
Is using either Microsoft Dynamics CRM or Salesforce.com for their CRM
database
–
Wants to provide screen pops based on ANI/DNIS collected from their
service provider (PSTN)
–
Will use Contact Center PhoneSet Manager, Contact Center Screen Pop,
and one of the two CRM connectors
Requirements
–
Call Accounting
–
Contact Center PhoneSet Manager
–
Contact Center Screen Pop
–
Either the Microsoft Dynamics CRM or Salesforce.com connector
NOTE: If the customer is using a different CRM database and requires screen pop
functionality, Mitel can provide professional services to create a customized CRM
connector, as a billable service
2/17/2014
slide
21
PSTN
LAN
Required:
Call Accounting Base software (51008014)
Contact Center PhoneSet Manager (54002634)
Contact Center Screen Pop (51011582)
Salesforce.com connector (51011588) Or MS CRM
Connector (51011587)
Call Accounting
Enterprise
Server
Employee
3300 ICP ACD
Controller
CRM database
Call Accounting with Screen Pop
Example 7: Screen pop in a non
-
contact center environment based on ANI/DNIS
2/17/2014
slide
22
Call Accounting with Screen Pop
Example 8: Third
-
party screen pop in a non
-
contact center environment based on
ANI/DNIS
In this example, the customer
–
Is using a CRM database
–
Wants to provide third
-
party screen pops based on ANI/DNIS collected
from their service provider (PSTN)
–
Will integrate their own client screen pop application using the CTI
Developer Toolkit
-
client
Requirements
–
Call Accounting
–
CTI Developer Toolkit
-
client license (5 pack)
2/17/2014
slide
23
PSTN
LAN
Required:
Call Accounting Base software (51008014)
CTI Developer Toolkit
–
client (5 pack)
–
one license for every five
clients (51012491)
Employee
3300 ICP ACD
Controller
CRM database
Call Accounting
Enterprise
Server
Call Accounting with Screen Pop
Example 8: Third
-
party screen pop in a non
-
contact center environment based on
ANI/DNIS
2/17/2014
slide
24
Call Accounting with Screen Pop
Example 9: Third
-
party screen pop in a non
-
contact center environment based on
third
-
party IVR data
In this example, the customer
–
Is using a CRM database
–
Wants to provide third
-
party screen pops based on data from a third
-
party IVR
–
Will integrate their own third
-
party IVR and client screen pop using both
the CTI Developer Toolkit
-
server and client
Requirements
–
Call Accounting
–
CTI Developer Toolkit
-
server license
–
CTI Developer Toolkit
-
client license (5 pack)
2/17/2014
slide
25
PSTN
LAN
Required:
Call Accounting Base software (51008014)
CTI Developer Toolkit
–
server (51012492)
CTI Developer Toolkit
–
client (5 pack)
–
one license for every
five clients (51012491)
Employee
Third
-
party IVR
3300 ACD
Controller
CRM database
Call Accounting
Enterprise
Server
Call Accounting with Screen Pop
Example 9: Third
-
party screen pop in a non
-
contact center environment based on
third
-
party IVR data
2/17/2014
slide
26
Call Accounting with Screen Pop
Example 10: Screen pop in a non
-
contact center environment based on third
-
party
IVR collected digits
In this example, the customer
–
Is using a CRM database
–
Wants to provide client screen pops based on collected digits from a
third
-
party IVR
–
Will integrate their own third
-
party IVR with Contact Center Screen Pop,
Contact Center PhoneSet Manager, and the CTI Developer Toolkit
-
server
Requirements
–
Call Accounting
–
Contact Center PhoneSet Manager
–
Contact Center Screen Pop
–
CTI Developer Toolkit
-
server license
2/17/2014
slide
27
PSTN
LAN
Required:
Call Accounting Base software (51008014)
Contact CTI Developer Toolkit
–
server (51012492)
Contact Center PhoneSet Manager (54002634)
Contact Center Screen Pop (51011582)
Employee
Third
-
party IVR
3300 ICP ACD
Controller
CRM database
Call Accounting
Enterprise
Server
Call Accounting with Screen Pop
Example 10: Screen pop in a non
-
contact center environment based on third
-
party
IVR collected digits
2/17/2014
slide
28
Appendix A
Migrating Agent Portal to the CTI Developer Toolkit
The following slides provide examples of screen pop scenarios that
–
Previously used Mitel Agent Portal with custom integrations developed
by Mitel Professional Services
–
Use Contact Center Management or Call Accounting with Contact Center
PhoneSet Manager and Contact Center Screen Pop
–
Migrate to the CTI Developer Toolkit and integrate with third
-
party
applications to provide screen pops on agent desktops
2/17/2014
slide
29
Agent Portal Migration
Example 11: Screen pop based on ANI/DNIS
PSTN
LAN
Required:
Contact Center Management Base software to
replace Agent
Portal server
(51003274)
Agent Portal client to Contact Center PhoneSet
Manager/Screen Pop client (5 pack) per 5/clients (51012495)
Contact Center
Management
Enterprise
Server
ACD Agent
3300 ICP ACD
Controller
2/17/2014
slide
30
PSTN
LAN
Required
Contact Center Management Base software to
replace
Agent Portal server
(51003274)
Intelligent Queue Base software (54002632)
Intelligent Queue Collect Caller Entered Digits (54002619)
Agent Portal client to Contact Center PhoneSet
Manager/Screen Pop client (5 pack) (51012495)
Intelligent
Queue Server
3300 ICP ACD
Controller
Agent Portal Migration
Example 12: Screen pop based on Intelligent Queue Collect Caller Entered digits
ACD Agent
Contact Center
Management
Enterprise
Server
2/17/2014
slide
31
PSTN
LAN
Required:
Contact Center Management Base software to
replace Agent Portal (51003274)
Agent Portal client to Contact Center Screen Pop
API Client DLL (5 pack) per 5/clients (51012496)
Agent Portal Migration
Example 13: Screen pop based on ANI/DNIS and passing the information to a third
-
party screen pop client
3300 ICP ACD
Controller
Contact Center
Management
Enterprise
Server
ACD Agent
2/17/2014
slide
32
PSTN
LAN
Required:
Contact Center Management Base software to
replace Agent Portal (51003274)
Agent Portal to Contact Center Screen Pop API
server DLL(51012494)
Agent Portal client to Contact Center Screen Pop
API Client DLL (5 pack) (51012496)
Third
-
party IVR
3300 ICP ACD
Controller
Agent Portal Migration
Example 14: Screen pop based on caller entered digits or other data from a third
-
party IVR and passing the information to a third
-
party screen pop client
Contact Center
Management
Enterprise
Server
ACD Agent
2/17/2014
slide
33
3300 ICP ACD
Controller
PSTN
LAN
Required:
Contact Center Management Base software
to replace Agent Portal
(51003274)
Agent Portal to Contact Center Screen Pop
API server DLL (51012494)
Agent Portal client to Contact Center
PhoneSet Manager/Screen Pop client (5 pack)
(51012495)
Third
-
party IVR
Required:
Agent Portal Migration
Example 15: Screen pop based on caller entered digits or other data from a third
-
party IVR and passing the information to a Mitel Contact Center Screen Pop client
Contact Center
Management
Enterprise
Server
ACD Agent
2/17/2014
slide
34
Non
-
contact center environments require
–
Base Call Accounting
–
Minimum requirement of a 1
-
50 extension license in order to
replace Agent Portal Server software
–
Possibility of integrating with third
-
party servers and client computers
–
Contact Center Screen Pop
Appendix B
Migrating Agent Portal in a non
-
contact center environment
2/17/2014
slide
35
PSTN
LAN
Required:
Call Accounting Base software to replace Agent
Portal server (51008014)
Agent Portal client to Contact Center PhoneSet
Manager/Screen Pop client (5 pack) (51012495)
Call Accounting
Enterprise
Server
3300 ICP ACD
Controller
Agent Portal Migration
Example 16: Screen pop in a non
-
contact center environment based on ANI/DNIS
Employee
2/17/2014
slide
36
PSTN
LAN
Required:
Call Accounting Base software to replace Agent
Portal server (51008014)
Agent Portal client to Contact Center Screenpop
API Client DLL (5 pack) (51012496)
3300 ICP ACD
Controller
Agent Portal Migration
Example 17: Screen pop in a non
-
contact center environment based on ANI/DNIS
and passing the information to a third
-
party screen pop client
Call Accounting
Enterprise
Server
Employee
2/17/2014
slide
37
PSTN
LAN
Required:
Call Accounting Base software to replace Agent
Portal server (51008014)
Agent Portal client to Contact Center Screen Pop
API Client DLL (5 pack) (51012496)
Agent Portal to Contact Center ScreenPop API
server DLL (51012494)
Required:
Third
-
party IVR
3300 ICP ACD
Controller
Agent Portal Migration
Example 18: Screen pop in a non
-
contact center environment based on caller
entered digits or other data from a third
-
party IVR and passing the information to a
third
-
party screen pop client
Call Accounting
Enterprise
Server
Employee
2/17/2014
slide
38
3300 ICP ACD
Controller
PSTN
LAN
Third
-
party IVR
Agent Portal Migration
Example 19: Screen pop in a non
-
contact center environment based on caller
entered digits or other data from a third
-
party IVR and passing the information to a
Contact Center Screen Pop client
Required:
Call Accounting Base software to replace Agent
Portal server (51008014)
Agent Portal client to Contact Center PhoneSet
Manager/Screen Pop client (5 pack) (51012495)
Agent Portal to Contact Center Screen Pop API
Server DLL (51012494)
Call Accounting
Enterprise
Server
Employee
2/17/2014
slide
39
CTI Developer Toolkit
Overview
CTI Developer Toolkit offers server and client
-
side programmable,
Visual C#, .NET, dynamic link libraries (DLLs) that can be used in
any .NET (release 2.0+) application or website
The DLLs provide
–
Notification of call received events
–
Storage and access to call detail information
–
Call control
The CTI Developer Toolkit includes a test application with source
code, that enables developers to understand how code can be
written for their own custom applications
The CTI Developer Toolkit also includes a Windows CHM help file
that documents the methods and properties that are
programmatically exposed by the toolkit
2/17/2014
slide
40
CTI Developer Toolkit
Overview
Example of using the CTI Developer Toolkit to set a monitor on an
extension
2/17/2014
slide
41
CTI Developer Toolkit
Overview
The CTI Developer Toolkit is shipped with a test application that enables in
-
house
developers to verify their programming before making any custom work live on their
system
Test application monitor shows calls received and an agent handling the ACD call
2/17/2014
slide
42
CTI Developer Toolkit
Automate processes and information sharing
The following list provides examples of ways to use the CTI
Developer Toolkit
–
Client
-
side DLL: monitor devices, receive state change notifications,
perform agent control activities, and call control operations
–
Server
-
side DLL: inject additional information from a third
-
party IVR into
the call data stream, for example, caller entered digits
–
Click
-
to
-
dial from CRM
–
Integrated Mitel phone controls in CRM or ERP tools
–
Agent call scripting
–
Computer telephony integration
–
Agent call state dashboard integration with CRM or ERP tools
2/17/2014
slide
43
Thank you
The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary
to
Mitel and is intended solely for Mitel
®
employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel reseller, you are not the inten
ded
recipient of this information and are not
invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any r
ela
ted material. Mitel will enforce its rights to
protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action aga
ins
t you or your company
.
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