Altigen Alti-MSCRM 2.0 User manual

Alti-MSCRM™2.0
for AltiWare Open Edition (OE/ACC) Release 5.0,
and AltiContact Manager (ACM) Release 5.0
Server and Client Manual
Revised 04/2004

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc. will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
AltiGen, Alti-MSCRM, AltiServ, AltiWare, AltiContact Manager,
AltiLink, AltiConsole, AltiAdmin, AltiVR Player, Zoomerang, and
Dynamic Messaging are trademarks or registered trademarks of AltiGen
Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
Printed in U.S.A. 04/2004

Alti-MSCRM Manual iii
Contents
Introduction .......................................1
About Alti-MSCRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
NewinVersion2.0....................................2
PackageContents.....................................2
Microsoft CRM Server Hardware and Software Requirements. . 2
Alti-MSCRM Client Hardware and Software Requirements. . . . 2
Alti-MSCRM Upgrade Path. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installation.........................................5
Installing and Configuring Alti-MSCRM Server . . . . . . . . . . . . . . . 5
Installing and Configuring Alti-MSCRM Client . . . . . . . . . . . . . . . 9
MicrosoftIssues.......................................11
Alti-MSCRMScreenPopConfiguration ...............13
Alti-MSCRM Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
TagDefinitions .......................................13
ExtensionConfiguration ................................16
OperationalNotes....................................21
DNIS/WorkgroupConfiguration ..........................22
OperationalNotes:...................................25
SampleScenario.......................................28
SampleAnswerGuider .................................31
Microsoft Business Solutions Customer Relationship Man-
agement.........................................33
Index.............................................37

Alti-MSCRM Manual iv

Alti-MSCRM Manual 1
C HAPTER 1
Introduction
About Alti-MSCRM
Alti-MSCRM is a Microsoft® .NET-connected integration tool that
provides CTI integration for Microsoft CRM. Companies implementing
Microsoft CRM for sales and service automation can further enhance
employee productivity by integrating contact center screen pop capability
from AltiGen.
AltiGen’s Microsoft CRM integration offers the following capabilities to
contact center agents’ desktops through the AltiAgent client:
• Defining of individual workgroup preferences to screen pop one of the
following Microsoft CRM web pages:
— Contact page based on caller ID or caller-entered 10 digit phone
number
— Account page based on caller ID or caller-entered 10 digit account
number
— Order page based on order number
— Case page based on case ID
— Invoice page based on invoice number
— Contract page based on contract number
— Product page based on product ID
• Use of dialed number (DNIS) to pop one of the above Microsoft CRM
web pages for a workgroup call.
• Service agent can belong to multiple groups and pop different
Microsoft CRM web pages for different workgroup calls.
• Contact page screen pop is also available at the extension user desktop
through AltiAgent client.
• Centralized web-based management and local configuration for
Windows control.
• Option to create new Microsoft CRM entry for each call or update
existing entry.

Alti-MSCRM Manual 2
• Option to minimize Microsoft CRM window when call is completed.
New in Version 2.0
•Answering script for workgroup agents
•Search and dial buttons
•Call logging
•Data loading performance optimization
Package Contents
The following items are included in the Alti-MSCRM (v1.5) package:
• Alti-MSCRM Manual (PDF)
• Alti-MSCRM Server (installed on Microsoft CRM server)
• Alti-MSCRM Client (installed on client PC with AltiView or
AltiAgent
Microsoft CRM Server Hardware and Software
Requirements
Please refer to Microsoft CRM configuration guide for Microsoft CRM
server hardware and software requirements.
Alti-MSCRM Client Hardware and Software
Requirements
Hardware Requirements
• Computer: Pentium 3/4 (1.0 GHz or higher with 256 MB RAM)
Software Requirements
• AltiWare 5.0 RTM, AltiClient 5.0 RTM
• AltiContact Manager 4.6 SP1, AltiWare OE 5.0, AltiServ Contact
Center 5.0, or AltiContact Manager 5.0 Software
• AltiClient 5.0 (or higher)

Alti-MSCRM Manual 3
• Microsoft Windows 2000 (Server or Professional), or Microsoft
Windows XP (Professional).
• Microsoft Internet Explorer 6.0 with Service Pack 1 or later.
• Microsoft Windows 98 Second Edition (compatible but not
recommended)
Note: Alti-MSCRM 1.5 can work with ACM 4.6 SP1 or ACM 5.0, but
Alti-MSCRM 1.5 and ACM 5.0 cannot be installed in the same
machine.
Alti-MSCRM Upgrade Path
Alti-MSCRM can only be upgraded from version 1.5 to version 2.0.

Alti-MSCRM Manual 4

Alti-MSCRM Manual 5
C HAPTER 2
Installation
Installation of Alti-MSCRM requires two steps — installation of the Alti-
MSCRM Server and installation of the Alti-MSCRM client. Alti-MSCRM
also uses AltiCRMItgServ, a type of service that provides integration
service between AltiWare and Microsoft CRM.
Note: When making changes in the Alti-MSCRM Server configuration
screen, the Services window should be closed and
AltiCRMItgServ service should be disabled/stopped. When
registering Alti-MSCRM Integration, the Serviceswindow should
be closed. If left open, the AltiCRMItgServ service will be
removed and you will not be able to register Alti-MSCRM
Integration.
Installing and Configuring Alti-MSCRM Server
Note: To install Alti-MSCRM server, you should first install DotNet
Framework 1.0 and SP2, then upgrade to the latest DotNet
framework version (currently 1.1).
To install and configure Alti-MSCRM Server:
1. Install Alti-MSCRM Server at the Microsoft CRM Server machine by
running the Setup.exe file from the Server folder. This creates the
Alti-MSCRMServerprogramfolder accessible from theStart menu,
which consists of the following:
—Alti-MSCRM Server Screen Pop Configuration -oneoftwo
configuration screens for Alti-MSCRM, which invokes a web-
based window for configuring Alti-MSCRM screen pops (Tag
Definitions, settings for extensions, and screen pop rules based on
DNIS/workgroups.)
—Alti-MSCRM Server Startup Configuration - the second of two
configuration screens for Alti-MSCRM, which invokes the initial
configuration window for Alti-MSCRM Server.
—Alti-MSCRM Server Uninstall - uninstalls the Alti-MSCRM
program and file folders.

Alti-MSCRM Manual 6
2. Open the Alti-MSCRM Server Startup Configuration window by
going to Programs>Alti-MSCRM Server>Alti-MSCRM Server
Startup Configuration.
Figure 1. Alti-MSCRM Server Startup Configuration window
3. In the Microsoft CRM Settings section:
a. MSCRM Root - enter the web site IP address and directory path to
the Microsoft CRM Server Root directory.
Note: Use the IP address for the Microsoft CRM Root field.
b. Install MSCRM Event Handler check box - selected, enables the
following options:
—SQL Server Address - the SQL server’s IP address where
MSCRM can connect to.
—META DB - database created by the MSCRM server. The user
can use SQL server enterprise management to access the
database (stored as “filename_METABASE.”)
—User (DBO) - the user who can connect to the SQL server and
acts as a database operator.
—Password - the password for the database user.

Alti-MSCRM Manual 7
IMPORTANT NOTES:
• During the installation procedure, the Install MSCRM Event
Handler check box is checked by default and cannot be
unchecked,whichmeanstheusermustenter thecorrectdatabase
parameters when installing Alti-MSCRM Server 1.5.
• The event handler will use the domain account to logon, so the
user must enter the correct domain account and password, even
if Register Alti-MSCRM service upon exit option is not
checked.
• ClickingtheApplybutton will save all settings but not install the
event handler, the event handler will be installed when clicking
OK. A message box will pop up to indicate the installation
result.
c. Test DB- uses the current database setting to connect toSQL server
and returns test results to the user.
4. Alti-MSCRM uses MSCRMSDK services, which much use the
Microsoft CRM Server’s role user to logon. In the Alti-MSCRM
Server Logon Settings section, input a valid Domain Account
(<Domain>\Administrator)andPasswordfor Microsoft CRM Server
for Integration Service logon.
5. When installing forthe first time, the RegisterAlti-CRM Integration
Service when exit check box is grayed out because Alti-MSCRM will
register the service automatically. If the user runs the startup
configuration in the future, the check box will be available — when
selected, the integration service will be registered upon exit.
Also,makesuretheServices window is closed. Otherwise, the Alti-
MSCRM Service will not be created in the Services window.
6. In the AltiWare Logon Settings section, enter the AltiServ Address,
Logon Extension (you can enter any extension that can log you into
the AltiWare system) and Logon Password.
Note: To avoid integration failure due to changing the extension
password, you can create an integration extension, which will
be dedicated as the Alti-MSCRM integration logon extension
and keep the password unchanged.
7. Test the connection to AltiWare by clicking the AW Logon Test
button.

Alti-MSCRM Manual 8
8. Start the Alti-MSCRM Service from the Services window.
Figure 2. Alti-MSCRM Service, Services window

Alti-MSCRM Manual 9
Installing and Configuring Alti-MSCRM Client
Notes:
• If the AltiWare system associated with Alti-MSCRM is changed or
needs to be changed, the user also needs to restart AltiClient to point
to the new AltiWare system. Also, if both systems share the same
AltiClient extensions, and you are switching between systems, make
sure the AltiClient extension from the first system disconnects from
Alti-MSCRM before launching the AltiClient extension with Alti-
MSCRM on the other system. (Please note the Alti-MSCRM Client of
the first system will still remain active even though the user
disconnects the first system from Alti-MSCRM Server. Also,
Microsoft will still count both sessions as licensed users.)
• If a machine is running two AltiAgent applications, Alti-MSCRM
Client will only recognize the AltiAgent application that was first
registered with the COM Server.
To install Alti-MSCRM Client (at Agent User’s Machine):
1. Start AltiAgent.
Important:Alti-MSCRM must have AltiAgent logged in to make the
connection to the CRM server.
2. Install Alti-MSCRM Client at the agent user’s machine by running the
Setup.exe file in the MSCRMItg\Client\ folder. This creates the Alti-
MSCRM Client folder, which consists of the following:
—Alti-MSCRM Client - opens the login window for the Alti-
MSCRM Client.
—Alti-MSCRM Client Uninstall - uninstalls the Alti-MSCRM
Client program and file folders.

Alti-MSCRM Manual 10
3. The installation will run Alti-MSCRM Client the first time after
installation and launches the following Alti-MSCRM Client login
window.
Figure 3. Alti-MSCRM Client login window
Note: The installation will put Alti-MSCRM Client in the “Start”
menu, so that if the agent machine reboots, Alti-MSCRM
Client can be started as well.
4. In the Alti-MSCRM Server field, enter the name or IP address for the
Alti-MSCRM Integration Server.
5. Check the Create new window for screen pop option to have Alti-
MSCRM pop up a new window every time. If this option is selected,
Minimize window after call complete option will not be available.
6. Check the Minimize window after call complete option to minimize
the screen pop when the call is finished.
Note: If both Create new window for screen popoption and Minimize
windowaftercallcompleteoptionare unchecked,thescreenpops
will re-use the same window and will not minimize when the call
ends.
7. Click OK when finished.

Alti-MSCRM Manual 11
After Alti-MSCRM Client is launched, if AltiAgent is properly connected,
Alti-MSCRM Client will be indicated by a blue AltiGen logo in the
Windows task bar AND the Microsoft CRM window will pop up. A red
AltiGen logo indicates Alti-MSCRM Server is disconnected. A gray
AltiGen logo indicates Alti-MSCRM is not bound with AltiClient.
Figure 4. Windows task bar
IMPORTANT NOTE!
Alti-MSCRM Screen Pop requires Microsoft Business Solutions Customer
Relationship Management window to launch. If this window is not
launched, Alti-MSCRM Client will automatically launch this window. The
user SHOULD NOT close this window.
Microsoft Issues
Security Service
Microsoft CRM Security Service is required for Microsoft CRM to run.
Currently, the Microsoft CRM Security Service fails to start automatically
when Microsoft CRM Server and SQL Server are on the same machine.
To resolve:
1. Log in to your Microsoft CRM server as a Domain administrator.
2. At a CMD prompt (Start | Run | CMD) type: cd Program
Files\Microsoft CRM\server\bin
3. Type CrmSecurityService -r -s. This will register Microsoft
CRM Security Service and make it dependent on SQL Server service
(MSSQLSERVER). Now that it is registered, launch the Services
snap-in from Start>Programs>Administrative Tools>Services and
start the Microsoft CRM Security Service.

Alti-MSCRM Manual 12

Alti-MSCRM Manual 13
C HAPTER 3
Alti-MSCRM Screen Pop
Configuration
After Alti-MSCRM Server and Client have been installed and connected,
you can use the Alti-MSCRM Screen Pop Configuration page to
configure the Alti-MSCRM screen pop using Microsoft Internet Explorer.
To access this web-based configuration, in the address field, enter the IP
address of the Microsoft CRM Server location, followed by /altigencrm/.
For example, http://209.220.14.132/altigencrm/.
Alti-MSCRM Status
The status of Alti-MSCRM is indicated at all times at the bottom left corner
of the Alti-MSCRM screen. If there is a problem with Alti-MSCRM, an
errors message and description of the problem will be shown next to the
Status: field. Refresh the web page to display the most current status.
Figure 1. Alti-MSCRM Status Field
Tag Definitions
In the Tags Definition web page, this information corresponds to the Alti-
MSCRM Server Startup Configuration screen. Leave the default
definitions unchanged. These are the tags that Alti-MSCRM will pop up
when those items match in AA/IVR or User Data of an external call.
Note: Any time Alti-MSCRM is uninstalled, re-installed, or upgraded,
this will restore the default tag definitions.

Alti-MSCRM Manual 14
Figure 2. Tag Definition page
Account ID
Pops a Microsoft CRM account page based on caller-entered 10 digit
account number
Order ID
Pops an Microsoft CRM order page based on caller-entered order number
Invoice ID
Pops a Microsoft CRM invoice page based on caller-entered invoice
number
Case ID
Pops a Microsoft CRM case page based on caller-entered case ID

Alti-MSCRM Manual 15
Contract ID
Pops a Microsoft CRM contract page based on caller-entered contract
number
Phone Num
Pops a Microsoft CRM phone number page based on phone number
Product ID
Pops a Microsoft CRM product page based on caller-entered product ID
Notes:
• When building your directory of contact information in the Microsoft
Business Solutions Customer Relationship Management - MIE page,
it is required that you use only numbers 1-9 for all IDs since
AltiWare’s AA/IVR can only use numbers for inputting. For example,
if a Microsoft product number entry is ABC0001, Alti-MSCRM can
match 4 digits, using 0001. If the record is ABC1, Alti-MSCRM can
only match 1 digit, using 1.
• The Microsoft record entry should be unique, so Microsoft suggests
that you use a long serial number for each record.
• For the record entry to pop up, there must be a 100% match with the
call information received by AltiAgent and the Alti-MSCRM screen
pop conditions.
• The Caller ID is basic call information. AA/IVR-collecteddata (phone
number,accountnumber,ordernumber,invoicenumber,casenumber,
contract number, product number) will be collected from the external
call’s AA/IVR data and User Data.
• AltiView only supports Contact/Caller ID information.
• The tag definitions are case sensitive.

Alti-MSCRM Manual 16
Extension Configuration
The Extension Configuration web page shows all the extensions number
associated with the AltiWare system.
Figure 3. Extension Configuration page
The following fields are shown:
•Extension Number—displays all the extension numbers associated
with the AltiWare system. Up to 20 extensions are shown, per page.
•Extension Name—displays all extension names associated with the
extensions in the AltiWare system. If the extension’s name is not
configured in AltiWare, the field will be blank.
•Screen Pop—when checked, enables a screen pop when a matching
record is found. Checking this field further enables an option in the
Pop Page/Match field.
•Register Status—displays whether or not the extension is registered
into Alti-MSCRM system.
•Pop Page/Match—When the Screen Pop field is checked, the Pop
Page/Match field will display the following options for the screen
pop:
—Contact/Caller ID - will match each contact’s “Business Phone,”
“Home Phone,” or “Mobile Phone”