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Gplus Adapter 7.2

for Microsoft CRM

Deployment Guide


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The information contained herein is proprietary and confidential and cannot be disclosed or duplicated

without the prior written consent of Genesys Telecommunications Laboratories, Inc.

Copyright © 2004—2006 Genesys Telecommunications Laboratories, Inc. All rights reserved.

About Genesys

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers.

Genesys recognizes that better interactions drive better business and build company reputations. Customer servicesolutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and

telecommunications service providers across 80 countries, directing more than 100 million customer interactions every

day. Sophisticated routing and reporting across voice, email, and Web channels ensure that customers are quickly

connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks,

order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for

more information.

Each product has its own documentation for online viewing at the Genesys Technical Support website or on the

Documentation Library CD, which is available from Genesys upon request. For more information, contact your sales

representative.

Notice

Although reasonable effort is made to ensure that the information in this document is complete and accurate at the

time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.

Changes and/or corrections to the information contained in this document may be incorporated in future versions.

Your Responsibi li ty for Your System’s Security

You are responsible for the security of your system. Product administration to prevent unauthorized use is your

responsibility. Your system administrator should read all documents provided with this product to fully understand the

features available that reduce your risk of incurring charges for unlicensed use of Genesys products.

Trademarks

Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories,

Inc. All other trademarks and trade names referred to in this document are the property of other companies.

Technical Support from VARs

If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.

Technical Support from Genesys

If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following

regional numbers:

Prior to contacting technical support, please refer to the Genesys Technical Support Gu ide for complete

contact information and procedures.

Ordering and Licensing Information

Complete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide .

Released by

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Document Version: 72gp_dep_msCRM_11-2006_v7.2.002.00

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G plus Adapter for Microsoft CRM—Deployment Guide 3

Table of ContentsPreface ................................................................................................................... 7

Intended Audience.....................................................................................8

Chapter Summaries................................................................................... 8

Document Conventions .............................................................................9

Related Resources.................................................................................. 11

Genesys Resources ........................................................................... 11

Microsoft Resources ........................................................................... 11

Making Comments on This Document ....................................................12

Chapter 1 About the Gplus Adapter..................................................................... 13

Feature Overview.................................................................................... 14

Key Features ......................................................................................15

Integration With Genesys Configuration Environment........................ 16

Specialized Configuration Options...................................................... 16

The Contact Center Taskbar Application .................................................17

Architectural Overview.............................................................................18

Starting and Stopping Windows Services................................................19

What to Do Next ......................................................................................20

Chapter 2 System Requirements.......................................................................... 21

Compatibility Overview............................................................................ 21

Other Compatibility Considerations .................................................... 21

Software Requirements...........................................................................22

Server Component..............................................................................22

WinUI Client Component .................................................................... 22

Genesys Applications ......................................................................... 23

Hardware Requirements.......................................................................... 23

Switch Support.................................................................................... 24

Security.................................................................................................... 24


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Table of Contents

4 G plus Adapter 7.2

Chapter 3 Installing the Gplus Adapter................................................................ 25

Prerequisites............................................................................................ 25

Microsoft CRM 3.0 .............................................................................. 26

Microsoft .NET Framework 1.1 ...........................................................26

Genesys Integration Server ................................................................ 26Importing the Application Template ......................................................... 27

Creating and Configuring the Application ................................................27

Installing the G plus Adapter .................................................................... 28

Configuring the SOAP Port................................................................. 28

Running Setup.................................................................................... 29

Starting Installation Manually ..............................................................31

Uninstalling the G plus Adapter ................................................................44

Using Add/Remove Programs to Uninstall the Adapter......................45

Using Setup to Uninstall the Adapter..................................................45

Generating Installation and

Uninstallation Logs.............................................................................. 52Generating an Installation Log............................................................52

Generating an Uninstallation Log........................................................52

Chapter 4 Configuring the Gp lus Adapter ........................................................... 53

Configuring the G plus Adapter ................................................................54

Tenants Tab......................................................................................... 54

Connections Tab ................................................................................. 54

Options Tab.........................................................................................54

Configuring Genesys Integration Server and Agent Interaction Server for

Use with the Adapter ..........................................................................57Configuring for Media Routing.................................................................58

Microsoft Solutions.............................................................................. 58

Genesys Framework Customization...................................................59

Routing Solutions................................................................................59

G plus Adapter Customization .............................................................60

Synchronizing Queues Between Microsoft CRM and Genesys .............. 61

Configuring Reason Codes ..................................................................... 63

Configuring Logs .....................................................................................66

Handling Configuration Changes............................................................. 67

Chapter 5 Agent and Contact Center Issues....................................................... 69

Genesys Agent Role................................................................................69

Configuring for Email Tracking ................................................................ 70

Setting Up the Contact Center Configuration .......................................... 70


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Table of Contents

Assuring a Link in User Properties Between Genesys andMicrosoft CRM ....................................................................................71

Appendix A Advanced Configuration...................................................................... 75

Modifying Configuration Files .................................................................. 75Changing Adapter Server Component Configuration Files.................76

Changing the Adapter WinUI Client ComponentConfiguration File............................................................................ 93

Incoming Call Activity Customization....................................................... 96

Integration of UserData with Incoming Call Popup Window ............... 97

Algorithm for Finding Required Information ........................................ 97

Activity Fields for Incoming Call Types ............................................. 101

Structure of Operational UserData.................................................... 102

Example of Passing Information to the Agent via UserData(in Genesys Universal Routing).................................................... 104

Structure of Attached Media UserData .................................................. 108Custom Entities and Attributes ..............................................................109

Example Custom Attribute Configuration.......................................... 110

Appendix B Media Routing Support...................................................................... 111

Genesys Media Interaction Processing ..................................................111

Genesys Components .......................................................................111

Interaction Workflow ......................................................................... 112

Genesys Media Routing and Microsoft CRM Email Integration ............ 113

Integration......................................................................................... 114

Genesys Media Routing of Queued Entities.......................................... 118Common Implementation.................................................................. 118

Configuration ......................................................................................... 119

Genesys Configuration Server.......................................................... 119

Configuration File..............................................................................120

Appendix C Deployment Scenarios....................................................................... 123

Scenario 1: Microsoft CRM Customer, New to Genesys.......................123

Scenario 2: Genesys Framework Customer, New to Microsoft CRM.... 124

Scenario 3: New Genesys and Microsoft CRM Customer.....................124

Index ............................................................................................................... 127


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Table of Contents



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Preface Intended Audience

Intended AudienceThis guide is primarily intended for system administrators or other individuals

who install, configure, and maintain the G plus Adapter 7.2 for Microsoft

CRM.

The guide assumes that you have a basic understanding of:

• Computer-telephony integration (CTI) concepts, processes, terminology,

and applications.

• Network design and operation.

• Your own network configurations.

You should also be familiar with:

• Genesys Framework

• Genesys Enterprise Routing

• Microsoft CRM 3.0

• Genesys Interaction Server

Chapter SummariesIn addition to this preface, this guide contains these additional chapters and

appendixes:

• Chapter 1, “About the Gplus Adapter” beginning on page 13, introduces

concepts and terminology for this product, discusses key features of the

G plus Adapter, and describes the architecture of the G plus Adapter and

how it works with other Genesys products and Microsoft CRM.• Chapter 2, “System Requirements” beginning on page 21, describes the

minimum system and software requirements for installing and using this

product.

• Chapter 3, “Installing the Gplus Adapter” beginning on page 25, provides

installation instructions for this product.

• Chapter 4, “Configuring the Gplus Adapter” beginning on page 53,

describes configuration tasks for the Adapter.

• Chapter 5, “Agent and Contact Center Issues” beginning on page 69,

describes the process for setting up users in MS CRM, assigning the

Genesys Agent role, and using Genesys Configuration Manager to createand manage agents.

• Appendix A, “Advanced Configuration” beginning on page 75, describes

additional configuration tasks for system administrators using the

Adapter’s configuration files, and describes incoming call and media

routing logic.


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Preface Document Conventions

• Appendix B, “Media Routing Support” beginning on page 111, describes

the Genesys infrastructure necessary to route an interaction to an agent and

the components necessary for this operation, as well as the progress of

such interactions once they are in the system.

• Appendix C, “Deployment Scenarios” beginning on page 123, introduces

various types of deployment scenarios for the Adapter depending on acustomer’s current installation environment.

Document ConventionsThis document uses some stylistic and typographical conventions with which

you might want to familiarize yourself.

Document Version Number

A document version number appears at the bottom of the inside front cover ofthis guide. Version numbers change as new information is added to this guide.

Here is a sample version number:

72gp_dep_msCRM_04-2006_v7.2.001.00

You will need this number when you are talking with Genesys Technical

Support about this product.

Type Styles

Italic

In this document italic is used:

• When a term is being defined.

Example A customary and usual practice is one that is widely accepted and used

within a particular industry or profession.

• For emphasis. For example, “Do not use this value for this option.”

• For variables, for example, x +1 = 7 where x stands for . . .


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Preface Document Conventions

Monospace

A monospace font, which is shown in the following examples, is used for:

• All programming identifiers and GUI elements. This convention includes

the names of directories, files, folders, paths, scripts, dialog boxes, options,

fields, text and list boxes, all buttons including radio buttons, check boxes,

commands, tabs, CTI events, and error messages; the values of options;logical arguments and command syntax; and code samples.

Examples

Select the Show variables on screen check box.

Click the Summation button.

On the Properties dialog box, enter the value for the host server in

your environment.

In the Operand text box, enter your formula.

Click OK to exit the Properties dialog box.

The following table presents the complete set of error messages

T-Server distributes in EventError events. If you select true for the inbound-bsns-calls option, all established

inbound calls on a local agent are considered business calls.

• For any text the user must manually enter during a configuration or

installation procedure:

Example

Enter exit at the command line.

Correction of Errors in Screen Captures

Screen captures taken from the product GUI (graphical user interface) andused in this document may sometimes contain a minor spelling, capitalization,

or grammatical error. The text accompanying and explaining the screen

captures corrects such errors.

Use of Square Brackets

In any logical arguments, commands, and programming syntax presented in

this document, square brackets are used to indicate that a particular parametric

value is optional. That is, the value is not required to resolve a command,

argument, or programming syntax. The customer/user decides whether to

supply a value and what that value is. Here is a sample:smcp_server -host [/flags]

Use of Angle Brackets

Angle brackets are used to indicate that a value in a logical argument,

command, or programming syntax is required, but that the user must supply


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Preface Related Resources

the data for the value. Because the value is specific to an individual

enterprise—for example, DNs or port numbers—the program cannot predict

(that is, program in) what the value is. Here is a sample:

smcp_server -host

Related Resources

Genesys Resources

Consult these additional Genesys resources as necessary:

• The Gplus Adapter 7.2 for Microsoft CRM User’s Guide, which providesstep-by-step instructions for performing common contact center tasksusing the G plus Adapter 7.2 for Microsoft CRM.

• The Genesys Technical Publications Glossary, which ships on the Genesys

Documentation Library CD and which provides a comprehensive list of theGenesys and CTI terminology and acronyms used in this document.

• The Release Notes and Product Advisories for this product, which are

available on the Genesys Technical Support website at

http://genesyslab.com/support.

Information on supported hardware and third-party software is available on the

Genesys Technical Support website in the following documents:

• Genesys Supported Operating Systems and Databases

• Genesys Supported Media Interfaces

Genesys product documentation is available on the:

• Genesys Technical Support website at http://genesyslab.com/support.

• Genesys Documentation Library CD, which you can order by email from

Genesys Order Management at [email protected].

Microsoft Resources

Microsoft provides extensive documentation for the Microsoft CRM product,

both on the installation media and within the Microsoft CRM Help system.

Documentation for the Microsoft CRM product is available in Adobe Acrobat

format (.pdf) and in Microsoft Word format (.doc) on the Microsoft CRM

Documentation CD.The Microsoft CRM Getting Started Guide is also available within the

Microsoft CRM Help system.

The Help system also provides a tutorial on Microsoft CRM.

http://genesyslab.com/supporthttp://genesyslab.com/support/dl/retrieve/default.asp?item=B6C52FB62DB42BB229B02755A3D92054&view=itemhttp://genesyslab.com/support/dl/retrieve/default.asp?item=B6C52FB62DB42BB229B02755A3D92054&view=itemhttp://genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=itemhttp://genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=itemhttp://genesyslab.com/supporthttp://genesyslab.com/supportmailto:[email protected]://genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=itemhttp://genesyslab.com/support/dl/retrieve/default.asp?item=B6C52FB62DB42BB229B02755A3D92054&view=itemhttp://genesyslab.com/supportmailto:[email protected]://genesyslab.com/supporthttp://genesyslab.com/support


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Preface Making Comments on This Document

Making Comments on This DocumentIf you especially like or dislike anything about this document, please feel free

to email your comments to [email protected].

You can comment on what you regard as specific errors or omissions, and on

the accuracy, organization, subject matter, or completeness of this document.

Please limit your comments to the information in this document only and to the

way in which the information is presented. Speak to Genesys Technical

Support if you have suggestions about the product itself.

When you send us comments, you grant Genesys a nonexclusive right to use or

distribute your comments in any way it believes appropriate, without incurring

any obligation to you.

mailto:[email protected]:[email protected]


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Chapter

1 About the Gplus Adapter This release of the G plus Adapter 7.2 for Microsoft CRM is intended for

customers running Microsoft CRM 3.0 who also want to enable voice

telephony interactions and media routing in their enterprise applications.

The G plus Adapter consists of two components:

• The Server component which consists of:

A Genesys Contact Center web interface

A Windows Service named Genesys-MSCRM_IntegrationServer .

• The WinUI Client component that provides contact center functionality

through a Windows taskbar application known as the Contact Center

Taskbar application.

Note: Even though the WinUI Client resides on a user’s computer, it still

works with Microsoft CRM through the Adapter’s Servercomponent. The WinUI Client component extends usability, and

improves performance and scalability of the Adapter.

The information in this chapter is divided among the following topics:

Feature Overview, page 14

The Contact Center Taskbar Application, page 17

Architectural Overview, page 18

Starting and Stopping Windows Services, page 19

What to Do Next, page 20


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Chapter 1: About the Gplus Adapter Feature Overview

Feature OverviewThe G plus Adapter 7.2 for Microsoft CRM provides Microsoft CRM users

with contact center capabilities supported by the Genesys Framework.

• Supports Microsoft CRM 3.0.

• Provides presence/availability information to a Microsoft CRM 3.0 user so

the user can indicate readiness to process contact center interactions.

A user can change availability status in the contact center using the

Microsoft CRM Adapter, and can specify a reason for a status change

(break, lunch, after call work, and so on).

• Allows a Microsoft CRM user to control phone and email interactions in the

contact center.

A user can dial a phone number related to a Microsoft CRM account,

contact, or lead, and can answer and hang-up a phone call.

•Provides screen pop and seamless call/data transfers.

When a customer calls from a phone number recorded in the MS CRM

database for this customer, the Adapter finds customer information and

displays the name of the customer and reference to the appropriate MS

CRM information for the agent in a popup window.

• Allows quick outbound calling.

From a Microsoft CRM account, contact, or lead window, agents can click

a single button to select a specific phone number and initiate an outbound

call to that phone number in one step.

• Allows simultaneous interaction management.

Agents can manage several interactions at the same time to improve productivity and responsiveness to customers.

• Provides Microsoft CRM media (Email) routing capability.

Microsoft CRM emails arriving in a properly-configured public queue are

submitted to the CIM Platform for routing to an appropriate agent.

• Provides Microsoft CRM work item routing capability.

Any Microsoft CRM activity can be submitted into the CIM Platform for

routing. Any “object” in the Microsoft CRM system can leverage Genesys

routing capabilities.

• Allows screen pop to custom forms.

Business data associated with an incoming call can be delivered to acustom form implemented within Microsoft CRM by the customer or a

systems integrator.

• Provides an enhanced telephony taskbar application.

A smart client taskbar application provides call control functionality and

web user interface communications allowing agents to switch between

open Microsoft CRM interactions.


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The G plus Adapter enables telephony functionality for agents needing to

conduct voice interactions or email communications with customers,

employees, partners, or suppliers.

Agents can use the telephone functions from the Genesys Contact Center

graphical user interface or the Contact Center Taskbar application and are

supplied with data from the Microsoft CRM system.Users can select a person or contact directly in MS CRM and establish the

telephone connection. When an inbound call is received, the system displays

the caller data in a popup window. During a call, users can enter notes or edit

tasks in MS CRM.

Key Features

This G plus Adapter enables the following key features.

Agent State Controls

• Signing in to MS CRM automatically connects and logs the agent in to theGenesys Framework (configurable).

• The agent can change status between Ready, Not Ready, and Logout

(optional) and can select a reason code for Not Ready status provided that

the system administrator has configured these reason codes in Genesys

Configuration Manager.

• The agent can perform after call work.

• The agent can log out of Genesys Framework without signing out from

Microsoft CRM.

Telephony Functions• Answer a call

• Make a call

• Place a call on hold and retrieve a held call

• Hang up a call

• Initiate a One-Step or a Two-Step transfer

• Initiate a Conference call

• Handle multiple interactions simultaneously

Media Routing

• Incoming Microsoft CRM emails arriving in the Public Queue are routed to

a particular agent, who receives a screen popup and can elect to accept or

reject the email. Upon acceptance, the email is placed in the agent’s private

In Progress queue.

http://70gp_gs_mscrm_cover.pdf/


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• Agents with Genesys Agent role authorization do not need to retrieve

incoming emails manually from the Public Queue.

Screen Pop and Seamless Call/Data Transfer

• Database lookup

• Display of call-attached data in the context of Microsoft CRM

A popup window for incoming interactions provides information about the

call initiator (Account, Contact, Lead, or MS CRM user), if incoming call

data can be associated with an existing MS CRM record.

• Display of regarding objects.

• Display of other attached data

Integration With Genesys Configuration Environment

The Server component of the Adapter is represented as a Third Party Server in

the Genesys Configuration environment. System administrators are able to

configure its behavior using Genesys Configuration Manager. The Adapter’s

options allow setting of agent login, including use of Genesys Agent role, GUI

appearance, and some telephony-specific features.

The Taskbar application (WinUI Client component) is not represented in the

Genesys Configuration environment.

Refer to “Configuring the Gplus Adapter” on page 53 for details on setting

configuration options through the Configuration Manager.

Specialized Configuration Options

Login Options

One configuration option in the G plus Adapter determines whether the

Adapter attempts to log in an agent automatically if key information is

available. Another option sets the initial availability state of the agent upon

login to Ready (the default), or Not Ready.

The login is a telephony login on the switch (PBX).

Genesys Agent Role in Microsoft CRM

Following the Microsoft CRM security model, the Adapter creates a new

security role called Genesys Agent within Microsoft CRM, and provides an

option to set users (agents) to the Genesys Agent role. If set, contact center

functionality is limited only to those Microsoft CRM users who are assigned

the Genesys Agent role. This role is also used for finding and displaying a list

of Genesys Agents when performing a transfer or conference.


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Chapter 1: About the Gplus Adapter The Contact Center Taskbar Application

The Contact Center Taskbar ApplicationIn addition to the Genesys Contact Center available in the web browser, the

G plus Adapter has an optional Contact Center Taskbar application that runs

from any client system that has Internet access.

Essentially, the Contact Center Taskbar application provides a convenient way

of accessing presence/availability (agent state control) features. For call

control functionality, the Taskbar application queries the Genesys Contact

Center (Server component) and opens the Contact Center web interface.

The Contact Center Taskbar application provides an icon on the Windows

taskbar which, when selected, pops up a menu offering the following options:

New Phone Call: This option opens a new Phone Call form to enable the agent

to make an outgoing call.

My Interactions: When there are active interactions, this option leads to a

drop-down list that displays the contact name, phone number, and status of

each interaction. Selecting an item from the drop-down list opens the PhoneCall form for the selected interaction.

My Status: This option leads to a drop-down list of agent availability options.

The item for the agent’s current availability status has a check mark beside it.

The agent can change status by selecting another item from the drop-down list.

Sign In: If the agent is not signed in to MS CRM and the Genesys Framework,

the Sign In option is available in the menu. When selected, this option opens

the Sign-In/Authentication dialog box.

Sign Out: If the agent is already signed in, the Sign Out option is available in

the menu. When selected, this option begins the process of signing the agent

out of the Adapter and MS CRM. Advisory messages may appear.Contact Center: This option opens the Genesys Contact Center main window

as if it had been opened from the Genesys menu in MS CRM. From here the

agent has full access to all Genesys Contact Center functionality.

Settings: This option opens the Contact Center Taskbar application Settings

dialog box.

Help: This option opens the Microsoft CRM Help system.

Exit: This option closes the Contact Center Taskbar application and removes

the icon from the Windows taskbar.



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Chapter 1: About the Gplus Adapter Architectural Overview

Architectural OverviewThis section describes the overall high-level architecture of the Adapter.

The high-level architecture of the G plus Adapter 7.2 for Microsoft CRM is

depicted in Figure 1.

Figure 1: Overall Gplus Adapter 7 for Microsoft CRM Architecture

The Adapter resides at an intermediate level between the Genesys Framework

and Microsoft CRM. The Adapter is an enterprise application that provides a

graphical user interface for presence/availability and interaction management

for Microsoft CRM users.

To provide the functionality above:

• The Adapter communicates with the Microsoft CRM platform via Web

Services (SOAP over HTTP).

• The Adapter communicates with the Genesys Platform through Genesys

Integration Server (SOAP over HTTP or TCP/IP).

MS CRM

G plus Adapter for MS CRM

Genesys

Integration Server

Configuration Server T-Server

T C P / I P

T C P /

I P

TCP/IP

S O A P / H T T P

T C P / I P

Interaction Server

T C P / I P

T C P / I P

TCP/IP


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Chapter 1: About the Gplus Adapter Starting and Stopping Windows Services

• The Adapter’s core runs in a separate process as a Windows Service. You

can see the Genesys-MSCRM_IntegrationServer service in the Windows

Services Management console. Please also refer to the section “Starting and

Stopping Windows Services” on page 19.

Contact Center Taskbar Application ComponentThe Contact Center Taskbar application is an optional component (G plus

Adapter for Microsoft CRM WinUI Client component) that maintains

telephony functionality for a Microsoft CRM user.

Even though the Contact Center Taskbar application is deployed on a

Microsoft CRM user’s computer, it brings additional scalability and

performance benefits for Intranet deployment. That is, Microsoft IIS can be

bypassed or significantly unloaded if .NET Remoting is used between the

Contact Center Taskbar application and the Adapter.

Genesys Integration Server

The Genesys Integration Server is an intermediate component that abstracts

and isolates the Adapter from low-level Genesys interfaces. It provides:

• A unified agent and interaction model for the contact center.

• Access to agent management in the Genesys Platform.

• Access to interaction management in the Genesys Platform.

Genesys T-Server

The Genesys T-Server serves as a mediator between the supported switchesand the Genesys Integration Server.

Starting and Stopping Windows ServicesBy default, Genesys-MSCRM_IntegrationServer is installed as a Windows

Service with startup type Automatic.

After an application is installed as a Windows Service, make sure the startup

parameters of the application are correctly specified in the Application folder’s

ImagePath in the Registry Editor. The ImagePath must have the following

value data:

\

Genesys Framework components installed as Windows Services with the

Automatic startup type are automatically started each time a computer on

which they are installed is rebooted.



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Chapter 1: About the Gplus Adapter What to Do Next

You can start Framework components installed as Windows Services with the

Manual startup type by using the Start button in the Windows Services

Manager.

Note: Use the Windows Services screen to change the startup type from

Automatic to Manual and vice versa.

Regardless of a component’s start type, you can stop Framework components

installed as Windows Services by using the Stop button in the Windows

Services Manager.

What to Do NextSee the G plus Adapter 7.2 for Microsoft CRM User’s Guide and this G plus

Adapter 7.2 for Microsoft CRM Deployment Guide for extensive information

about the installation, configuration, and use of this product.


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Chapter

2 System RequirementsThis chapter outlines the minimum software and hardware requirements for the

Genesys G plus Adapter 7.2 for Microsoft CRM.


Compatibility Overview, page 21

Software Requirements, page 22

Hardware Requirements, page 23

Security, page 24

Compatibility OverviewThe Genesys G plus Adapter’s function depends upon the following items:

• Switch type / T-Server

• Operating System

• Genesys Framework

• Microsoft CRM version

• Database

Information on supported hardware and third-party software is available on the

Genesys Technical Support website in the following documents:

• Genesys Supported Operating Systems and Databases

• Genesys Supported Media Interfaces

Other Compatibility Considerations

This release of the G plus Adapter 7.2 for Microsoft CRM works with Genesys

Framework 7.1 and 7.2. Carefully consider constraints pertaining to switch

type, T-Server, and operating system for both the G plus Adapter and Genesys

Framework.

Review the system requirements before installing the G plus Adapter.

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Chapter 2: System Requirements Software Requirements

Software RequirementsThe software you will need to deploy the G plus Adapter depends on which

components are being installed.

Server Component

The G plus Adapter for Microsoft CRM Server component requires the

following software:

• Microsoft Windows 2000 Server with Service Pack 4 or higher (and the IIS

5.0 Web Server), or Microsoft Windows 2003 Server (and the IIS 6.0 Web

Server)

• Microsoft CRM Version 3.0 Professional. (This package also requires

Microsoft .NET Framework 1.1.)

• Microsoft CRM-Exchange Router must be installed, configured, and

checked for correct agent and public queue use.

• Microsoft Internet Explorer 6.0 web browser with Service Pack 1 or higher

for accessing Microsoft CRM and the Genesys Contact Center

• Network communications protocol TCP/IP

• OS network services

• Software listed under “Genesys Applications” on page 23.

Note: Genesys recommends that you install all the latest Windows updates

available for your operating system version.

WinUI Client Component

The optional G plus Adapter for Microsoft CRM WinUI Client component

requires the following software:

• Microsoft Windows 2000 Professional with Service Pack 4 or higher, or

Microsoft Windows XP Professional with Service Pack 1 or higher

• Microsoft .NET Framework 1.1

• Microsoft Internet Explorer 6.0 web browser with Service Pack 1 or higher

• G plus Adapter 7.2 for Microsoft CRM Server component

• Network communications protocol TCP/IP

• OS network services


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Chapter 2: System Requirements Hardware Requirements

Genesys Applications

• Genesys Framework (Configuration Layer) 7.1 or 7.2.

The Adapter connects to the Configuration Server through SOAP over

HTTP. See “Configuring the SOAP Port” on page 28 for instructions on

configuring the SOAP port.• T-Server

• Enterprise Routing 7.1 or 7.2 (optional, used for developing and processing

routing strategies)

• Genesys Integration Server (GIS) 7.2

• Interaction Server 7.1 or 7.2 (optional)

Refer to the Genesys Multimedia 7.2 Deployment Guide for details on

setting up and configuring this application.

Note: For best performance, install the Genesys applications on different

machines. For installation information, refer to the specific applicationdocumentation.

See also the Genesys 7 Hardware Sizing Guide.

Hardware RequirementsThe Adapter Server component’s hardware requirements are in line with

Microsoft CRM Server hardware requirements as specified in the Microsoft

CRM 3.0 Implementation Guide:

• Computer/Processor: Dual 700 MHz or higher Intel Pentium (Xeon PIII) or

compatible CPU minimum. Recommended is Dual 1.8 GHz Pentium (Xeon

P4).

• Memory: 512 megabytes (MB) of RAM.

• Hard disk: 8-gigabyte available hard disk space.

• CD drive

• Network card: 10/100 megabit.

• Video card: Video graphics adapter that is capable of 256 colors and 800 x

600 pixels.

Client systems that will run the Adapter WinUI Client component (ContactCenter Taskbar application) should meet the minimum requirements for

Microsoft .NET Framework 1.1 as follows:

• Computer/Processor: 90 MHz or higher Intel Pentium-class or compatible

CPU.

• Memory: 96 megabytes (MB) of RAM minimum.


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Chapter 2: System Requirements Security

• Hard disk: 110 MB of hard disk space required, 40 MB additional hard disk

space required for installation (150 MB total).

• Display: 800 x 600 or higher-resolution display with 256 colors.

• Input Device: Microsoft mouse or compatible pointing device.

Note: Genesys Framework and Genesys Integration Server (GIS) imposetheir own hardware requirements. See the Genesys Framework

documentation and the Genesys Integration Server 7.2 Deployment

Guide for these hardware requirements.

Switch Support

This release of the G plus Adapter 7.2 for Microsoft CRM works with only a

subset of the Genesys-supported switches. Information on Genesys-supported

switches is available on the Genesys Technical Support website in the

following document:• Genesys Supported Media Interfaces

Security

The G plus Adapter 7.2 for Microsoft CRM consists of two separate userinterfaces (UI):

• Web browser-based user interface (WebUI). This is essentially an ASP.NET

application that requires Internet Explorer 6.0 SP1 or higher.

•WinForm-based TaskBar application (WinUI). This is an optionalcomponent that complements the WebUI and improves usability,

performance, and scalability of the Adapter as a whole.

Both interfaces support Windows Integrated authentication.

WinUI client only supports a “single domain” type of deployment. It should

be deployed and used from the same Windows domain where Microsoft

CRM and the Adapter are installed.

http://genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=itemhttp://genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item


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Chapter

3 Installing the Gplus Adapter This chapter describes how to install the G plus Adapter 7.2 for MicrosoftCRM.


Prerequisites, page 25

Importing the Application Template, page 27

Creating and Configuring the Application, page 27

Installing the Gplus Adapter, page 28

Uninstalling the Gplus Adapter, page 44

Generating Installation and Uninstallation Logs, page 52

PrerequisitesBefore you install the G plus Adapter, you must be sure that the following

components are already installed.

On a Server:

• Microsoft CRM Version 3.0 Professional

• Genesys Integration Server 7.2 (can be installed from the G plus Adapter

Installation Utility)

• For media routing capability, Interaction Server 7.1 or 7.2 and Microsoft

CRM-Exchange E-mail Router

• A valid SOAP port configured for Genesys Configuration Server

On every Client workstation:

• Microsoft .NET Framework 1.1 (for the Contact Center Taskbar application

only)


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Chapter 3: Installing the Gplus Adapter Prerequisites

Note: Be sure also that the system has adequate free hard disk space for

system and application logs before you install the Adapter.

Microsoft CRM 3.0

Refer to Microsoft’s documentation for instructions on installing and

implementing Microsoft CRM 3.0.

Documentation for the Microsoft CRM product is available in Adobe Acrobat

format (.pdf) and in Microsoft Word format (.doc) on the Microsoft CRM

Documentation CD.

Note: The Microsoft CRM Server should be up and running before you

attempt to install the G plus Adapter software as described in

“Installing the Gplus Adapter” on page 28. Open Microsoft CRM in a

web browser to make sure that the Server is running properly.

Microsoft .NET Framework 1.1

Microsoft .NET Framework 1.1 is available through the Microsoft Download

Center and Windows Update website.

Note: If you don’t see the .NET Framework 1.1 in the available updates list,

this component may already be installed on your system.

Genesys Integration Server You can install Genesys Integration Server (GIS) from the G plus Adapter

Installation Utility. See “Installing the Gplus Adapter” on page 28. Templates

and installation files are provided on the Adapter’s CD.

See the Genesys Integration Server 7.2 Deployment Guide, available on the

Genesys Documentation CD, for general instructions on installing and

deploying Genesys Integration Server.

Note: Install GIS with the GSAP (default) option.

For specific Genesys Integration Server configuration issues relevant to theG plus Adapter, refer to the section “Configuring Genesys Integration Server

and Agent Interaction Server for Use with the Adapter” on page 57 in Chapter

4.


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Chapter 3: Installing the Gplus Adapter Importing the Application Template

Importing the Application TemplateImport the Application Template into Genesys Configuration Manager and

create and configure an Application object before you install the Adapter.

Note: Importing the Application Template and creating/configuring anApplication object at this point facilitates installation of the G plus

Adapter and helps you avoid unexpected deployment problems.

Import the Application Template as follows:

1. Insert the G plus Adapter 7.2 for Microsoft CRM installation CD into your

CD-ROM drive.

When the Welcome window appears, do not install the G plus Adapter yet.

After reading the important note, continue to follow the instructions in this

section.

2.Open Configuration Manager and select Environment > ApplicationTemplates.

3. Right-click Application Templates. From the shortcut menu that opens,

select Import Application Template.

4. In the Open dialog box, navigate to the file for the Adapter’s Application

Template. (Its location on your hard drive or installation media may vary.)

The file name is Gplus_Adapter_for_Microsoft_CRM_720.apd.

5. Select this file and click Open.

6. In the Properties dialog box, click OK.

Creating and Configuring the ApplicationAfter you have imported the template as described in the previous section,

create and configure the new Application object as follows:

1. In Configuration Manager, select Environment > Applications.

2. Right-click either the Applications folder or the subfolder where you want

to create your Application object.

3. From the shortcut menu that opens, select New > Application.

4. In the Open dialog box, locate the template you just imported, and double-

click it.

5. In the General tab of the Properties dialog box, change the default

Application object name (if desired).

6. In the Server Info tab, select the host from among those defined in the

Host section of the environment.

7. Set the communication port to the port which IIS uses.


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Chapter 3: Installing the Gplus Adapter Installing the Gplus Adapter

8. In the Start Info tab, enter a period (.) in the working directory field and

Setup will fill out the information for you.

9. Command line is not required by the Server component, so enter a period

(.) in this field.

10. Once these values have been entered, click Apply and OK to complete the

Application object setup.

Installing the Gplus Adapter Note the following items before you install the G plus Adapter.

• You must configure the SOAP port in Configuration Server before installing

the G plus Adapter. See “Configuring the SOAP Port” below.

• To install the G plus Adapter, you must be logged on with Domain

Administrator and Local Administrator privileges.

Install the Server Component on the same machine where MicrosoftCRM is installed.

Install the WinUI Client Component on every client machine that will

use the Contact Center Taskbar application.

• The Genesys Agent role is created during installation, and removed when

G plus Adapter is uninstalled.

• Installation modifies the web.config file of Microsoft CRM in the wwwroot

directory.

• Genesys does not recommend installation of its components via a Microsoft

Remote Desktop connection. The installation should be performed locally.

Configuring the SOAP Port

The Adapter connects to the Configuration Server through SOAP over HTTP. In

order to provide this capability, it is necessary to configure the SOAP port in the

Configuration Server as follows:

1. Open the configuration file of the Configuration Server (confserv.cfg).

2. If there is already a [soap] section in this file, change the port number to

any available port on the computer.

If there is no [soap] section in the file, add a [soap] section to the bottom

of the file, and then add a line to identify the port.An example is shown as follows:

[soap]

port = 7008

3. Save the modified configuration file.

4. Restart the Configuration Server.


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Running Setup

You must install the G plus Adapter 7.2 for Microsoft CRM on the target

computer using an InstallShield program that takes you step-by-step through

the installation.

Note: During installation, WWW Publishing and IIS are restarted. If you

have other applications that depend on these, the applications may

need to be restarted.

To install the G plus Adapter on the target machine:

1. If you have not already done so, insert the G plus Adapter 7.2 for Microsoft

CRM installation CD into your CD-ROM drive.

The autorun feature should activate. In a few moments an autorun

Welcome window opens as shown in Figure 2 on page 29. (If it does not,

see “Starting Installation Manually” on page 31.)

Figure 2: AutoRun Window

2. To view the product Readme file, click the Readme file link.

3. To install the Genesys Integration Server (GIS), click Genesys

Integration Server and follow the instructions. Be sure to select GSAP

during GIS installation (the default choice).

Continue with G plus Adapter installation below at the conclusion of GIS

installation.


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4. To install the Server component, click Gplus Adapter for Microsoft CRM

Server. See “Installing the Server Component” for further instructions.

5. To install the WinUI Client component, click Gplus Adapter for

Microsoft CRM WinUI Client. See “Installing the WinUI Client

Component” on page 38 for further instructions.

To exit the installation utility, click Exit Installation Utility.

Note: If you re-install the G plus Adapter, Web.config is re-written. To

preserve customizations you’ve made, be sure to make note of them

before re-installing. The uninstall procedure removes all Genesys-

MSCRM_Integration entries from the Web.config file. Other

customizations are retained.

For more information on the files modified by re-installation and

patches, see “Modifying Configuration Files” on page 75.


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Starting Installation Manually

If your CD-ROM drive is not set to employ autorun for CDs, do the following

after inserting the G plus Adapter 7.2 for Microsoft CRM installation CD into

your CD-ROM drive.

To install the Genesys Integration Server:1. Locate the setup.exe file in the CD path \GIS\windows\ or find the setup

file in your installation package.

2. Double-click setup.exe to run the InstallShield Wizard.

To install the G plus Adapter Server component:

1. Locate the setup.exe file in the CD path

\gplus_components\gplus_microsoft_crm\server\windows\ or find thesetup file in your installation package.

If you wish to generate installation logs, stop here and follow the

instructions in “Generating an Installation Log” on page 52.


3. See “Installing the Server Component” on page 31 for further instructions.

To install the G plus Adapter WinUI Client component:

1. Locate the setup.exe file in the CD path

\gplus_components\gplus_microsoft_crm\client\windows\ or find thesetup file in your installation package.


3. See “Installing the WinUI Client Component” on page 38 for further

instructions.

Installing the Server Component

Once you have chosen to install the Server component, InstallShield takes you

through the installation process step-by-step.

1. After InstallShield prepares the Genesys Installation Wizard, the Welcome

window opens as shown in Figure 3 on page 32. Read the text and click

Next to proceed.


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Figure 3: Welcome to the Server Component Installation

The Parameters of Connection to Genesys Configuration Server

dialog box opens as shown in Figure 4 on page 33.

2. Enter the Genesys Configuration Server host name in the Host Name field.

3. Enter the Configuration Server port in the Port field.

4. Enter your assigned Configuration Server user name in the User Name

field.

5. Enter your Configuration Server password in the Password field.

6. Click Next to continue.


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Figure 4: Connection Parameters to the Configuration Server

The Select Application dialog box opens as shown in Figure 5 on page

34. A list displays showing configured Application objects of type Third

Party Server for the host on which the installation is running.

7.Select the Server Application object that you previously created in thesection “Creating and Configuring the Application” on page 27.

8. Click Next to continue.


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Figure 5: Select Application

The Ready to Install dialog box opens as shown in Figure 6 on page 35.

9. Click Install to begin copying files.


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Figure 6: Ready to Install

In a few moments, the Installation Status window opens as shown in

Figure 7 on page 36.

10. Wait for the installation to finish (it may take several minutes), or click

Cancel if you wish to cancel this installation.


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Figure 7: Installation Status

11. When the Installation Complete window opens as shown in Figure 8 on

page 37, select whether you want an automatic system restart upon

completion, or whether you will manually restart later, then click Finish to

complete the installation.


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Figure 8: Installation Complete

12. If the After Installation dialog box appears, click Next as shown in

Figure 9.

Figure 9: Installation Complete, Click Next


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13. If the Finish Admin Install dialog box appears, click Finish as shown in

Figure 10 to conclude.

Figure 10: Installation Complete, Click Finish

Installing the WinUI Client Component

Once you have chosen to install the WinUI Client component, InstallShield

takes you through the installation process step-by-step.

Note: When installing the WinUI Client component, be sure to set up for the

agent write permissions to the directory where the application is

installed.

1. After InstallShield prepares the Genesys Installation Wizard, the Welcome

window opens as shown in Figure 11 on page 39. Read the text and click

Next to proceed.


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Figure 11: Welcome to the WinUI Client Component Installation

The Choose Destination Location dialog box opens as shown in Figure

12 on page 40.

2. Click Next to accept the default, or click Browse to navigate to a different

destination path, then click Next to continue.


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Figure 12: Choose Destination Location

The Microsoft CRM Server Address dialog box opens as shown in Figure

13 on page 41.

3. Type the full URL of the location of your Microsoft CRM Server and click

Next to continue.


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Figure 13: Microsoft CRM Server Address

The Ready to Install dialog box opens as shown in Figure 14 on page

42.

4. Click Install to begin copying files.


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Figure 14: Ready to Install

In a few moments, the Installation Status window opens as shown in

Figure 15 on page 43.

5. Wait for the installation to finish, or click Cancel if you wish to cancel this

installation.


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Figure 15: Installation Status

6. When the Installation Complete window opens as shown in Figure 16

on page 44, click Finish to complete the installation.


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Chapter 3: Installing the Gplus Adapter Uninstalling the Gplus Adapter

Figure 16: Installation Complete

Proceed to “Configuring the Gplus Adapter” on page 53.

Uninstalling the Gplus Adapter You can uninstall the G plus Adapter 7.2 for Microsoft CRM using the

Microsoft Windows Add/Remove Programs feature, or by running the Adapter

Setup program again.

Note: During uninstallation, WWW Publishing and IIS are restarted. If you

have other applications that depend on these, the applications may

need to be restarted.

Note: The uninstallation process removes all Genesys-MSCRM_Integration

entries from the Web.config file.

If you wish to generate uninstallation logs, stop here and follow the

instructions in “Generating an Uninstallation Log” on page 52.


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Using Add/Remove Programs to Uninstall the Adapter

Note: The uninstall procedure varies depending on the version of the

Windows operating system you are running. Keep that in mind as you

complete the following procedure.

To completely uninstall the Adapter components previously installed by the

Setup program:

1. From the Windows main taskbar, select Start > Settings > Control Panel

> Add/Remove Programs.

2. To uninstall the Server component, select Genesys Gplus Adapter for

Microsoft CRM Server 7.0.100. as the installed component to

remove.

To uninstall the WinUI Client component, select Genesys Gplus Adapter

for Microsoft CRM WinUI Client 7.2.000. as the installed

component to remove, and click Change/Remove.3. Follow the instructions on screen, and confirm that you want to remove the

G plus Adapter components.

Add/Remove Programs removes the Adapter components.

4. Follow the instructions on screen to conclude the uninstall when you see a

message that the uninstall has been completed.

Note: If the Adapter was running and log files have been created, these files

will not be deleted by the uninstall process. You should remove these

files manually. Also, remove the Genesys-MSCRM_Integration folder

manually, or the next installation will not work.

Using Setup to Uninstall the Adapter

You can use Setup to uninstall the Server component, the optional WinUI

Client component, Genesys Integration Server, or all three components.

Uninstalling the Server Component

To uninstall the Adapter’s Server component using the Setup program:

1. Follow the instructions in “Running Setup” on page 29 (selecting theServer component) until you see the dialog box shown in Figure 17 on

page 46.


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Figure 17: Remove Server Component

2. Click Remove, then click Next to continue.

A confirmation message appears as shown in Figure 18.

Figure 18: Confirm Removal of Server Component

3. Click Yes to proceed with removal of the Server component, or

Click No to cancel the uninstall operation.

If you clicked Yes, in a few moments the Installation Status window

opens as shown in Figure 19 on page 47.

4. Wait for the removal operation to finish, or click Cancel if you wish to

cancel this operation.


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Figure 19: Remove Server Component, Status

5. When the Maintenance Complete window opens as shown in Figure 20 on

page 48, select whether you want an automatic system restart upon

completion, or whether you will manually restart later, then click Finish to

complete the removal operation.

Note: The Windows Service Genesys-MSCRM_IntegrationServer will not

be removed until you complete a system restart.


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Figure 20: Maintenance Complete

Note: If the Adapter was running and log files have been created, these files

will not be deleted by the uninstall process. You should remove these

files manually. Also, remove the Genesys-MSCRM_Integration folder

manually, or the next installation will not work.

Proceed to “Configuring the Gplus Adapter” on page 53.

Uninstalling the WinUI Client Component

To uninstall the Adapter’s optional WinUI Client component using the Setup

program:

1. Follow the instructions in “Running Setup” on page 29 (selecting the

WinUI Client component) until you see the dialog box shown in Figure 21

on page 49.


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Figure 21: Remove WinUI Client Component

2. Click Remove, then click Next to continue.

A confirmation message appears as shown in Figure 22.

Figure 22: Confirm Removal of WinUI Client Component

3. Click Yes to proceed with removal of the WinUI Client component, or

Click No to cancel the uninstall operation.

If you clicked Yes, in a few moments the Installation Status windowopens as shown in Figure 23 on page 50.

4. Wait for the removal operation to finish, or click Cancel if you wish to

cancel this operation.


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Figure 23: Remove WinUI Client Component, Status

5. When the Maintenance Complete window opens as shown in Figure 24 on

page 51, click Finish to complete the removal operation.


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Figure 24: Maintenance Complete


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Chapter 3: Installing the Gplus Adapter Generating Installation and Uninstallation Logs

Generating Installation and

Uninstallation LogsIf problems arise during installation or uninstallation of the G plus Adapter, you

can generate installation or uninstallation logs to assist with troubleshooting.

Generating an Installation Log

Installation generates a log if the installation is run from a DOS window or

command prompt as follows:

setup.exe /z"-t "

Note: Please be sure there are no spaces between the /z and the leading ".

If is not defined, the log is generated in the operating

system’s Temp folder, and the log file name is GENESYS_INSTALLATION.LOG.

If contains any spaces, the entire string should be placed

within single quotes.

Examples:

setup.exe /z"-t"

setup.exe /z"-t C:\trace.log"

setup.exe /z"-t 'C:\new trace.log' "

No special configuration is required. Simply print to STDOUT/STDERR.

Generating an Uninstallation LogTo generate a log for uninstallation, run the following from a command line:

setup.exe /z"-t "

Setup identifies that the Adapter was installed previously, initiates the

uninstallation procedure, and generates an uninstallation log.


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Chapter

4 Configuring the Gplus Adapter This chapter describes how to configure the G plus Adapter 7.2 for MicrosoftCRM in Genesys Configuration Manager. It includes the following sections:

Configuring the Gplus Adapter, page 54

Configuring Genesys Integration Server and Agent Interaction Server for

Use with the Adapter, page 57

Configuring for Media Routing, page 58

Synchronizing Queues Between Microsoft CRM and Genesys, page 61

Configuring Reason Codes, page 63

Configuring Logs, page 66

Handling Configuration Changes, page 67

Optionally, G plus Adapter configuration can involve making modifications inseveral places:

• The log4net.config files (see “Configuring Logs” on page 66). This

configures the message levels that are displayed for each event log type in

the log file.

• The Web.config file (see “Changes to the Web.config File” on page 76 in

the chapter “Advanced Configuration”).

• The Adapter.config file (see “Changes to the Adapter.config File” on page

76 in the chapter “Advanced Configuration”). This configures various

options that apply to the Adapter’s Server component.

• The g2mscrm_server.exe.config file (see “Changes to theg2mscrm_server.exe.config File” on page 89 in the chapter “Advanced

Configuration”). This configures URLs for the Microsoft CRM Server,

Genesys Configuration Server, and the Adapter’s application object name.

• The gscc.config file (see “Changes to the Gscc.config File” on page 93 in

the chapter “Advanced Configuration”). This configures various options that

apply to the Adapter’s WinUI Client component.


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Chapter 4: Configuring the Gplus Adapter Configuring the Gplus Adapter

Configuring the Gplus Adapter This section describes configuration options available for the G plus Adapter 7

for Microsoft CRM. To view or change these options, first use Genesys

Configuration Manager to open the Properties dialog box for the Application

object that you created.

The subsections below describe individual tabs in the Properties dialog box.

Tenants Tab

On Configuration Manager’s Tenants tab, add tenants for a multi-tenant

environment.

Connections Tab

On Configuration Manager’s Connections tab:1. Add a connection to the Genesys Integration Server.

2. If using media routing functionality, also add a connection to the

Interaction Server.

Note: All servers must be properly configured and running before you use

the Adapter.

Options Tab

The options listed in Table 1 on page 55 are located on the Options tab of theProperties dialog box. The table lists and describes the options by section of

that tab.

Note: All option names and values are case sensitive, so be sure that you use

the correct case as shown in Table 1 on page 55.

You must perform a restart after changing the value of any configuration

option.

For Windows 2003 Server, restart the application pool where the

Adapter runs (CRMAppPool).

For Windows 2000 Server, you must restart IIS.


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Table 1: Gp lus Adapter Configuration Options

Option Name Values Description

Gplus Adapter sectionSpecifies the G plus Adapter options that are necessary for basic functionality.

ANIFormat Default Value: xxx-xxxx

Valid Values: x is any digit.

The Adapter finds MS

CRM objects based on the

ANI parameter of an

incoming call. This option

specifies the conversion

format of the ANI in order

to be able to look up the MS

CRM entity initiating the

call. (MS CRM phone

numbers have to conform tothis format, otherwise the

search will be

unsuccessful.)

AutoLogin Default Value: true

Valid Values: true, false

If this option is set to true, the Adapter will attempt to

automatically perform a

CTI login operation upon

sign-in. If the operation

fails, the agent will be

prompted for login

credentials.

AutoSaveActivity Default Value: true


If this option is set to true, the Adapter automatically

saves the existing activity

when the agent initiates any

type of transfer or

conference.

ReleaseOnSignout Default Value: true


If this option is set to true, the Adapter releases all

active interactions when the

agent signs out.


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SaveOutgoingActivityEvent Default Value: talking

Valid Values: talking, dialing

If this option is set to

talking, the Adapter saves

the outgoing activity inresponse to a “talking”

interaction event.

If this option is set to

dialing, the Adapter savesthe outgoing activity in

response to a “dialing”

interaction event.

StatusOnLogin Default Value: Ready

Valid Values: Ready, NotReady

Specifies the CTI status that

should be set by the

Adapter when an agent logs

in.

UseRoleForAgents Default Value: true


If this option is set to true,the Adapter will only

provide call center

functionality for MS CRM

users who have the role

“Genesys Agent.”

A user who does not have

this role will not be able to

sign in to the Adapter.

ui section

This section contains options for the menus displayed in the Adapter user interface.

ShowLoginAndLogout Default Value: false


If this option is set to true, the login/logout commands will be

displayed in the list of

possible agent actions.

ShowACW Default Value: true


If this option is set to true, After Call Work willappear in the list of

available agent statuses.

Table 1: Gp lus Adapter Configuration Options (Continued)

Option Name Values Description


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Chapter 4: Configuring the Gplus Adapter Configuring Genesys Integration Server and Agent Interaction Server for

Configuring Genesys Integration Server

and Agent Interaction Server for Use with

the Adapter You should carry out the following steps to assure that the Genesys Integration

Server (GIS), Agent Interaction Server, and G plus Adapter can all work

together.

1. Import and configure two templates into Genesys Configuration Manager

7.1 or later:

Genesys_Integration_server_720.apd

Agent_Interaction_server_720.apd

2. Create new applications in Genesys Configuration Manager from the

templates you just imported.

3. On Configuration Manager’s Connections tab for GIS, create a connection

to the Agent Interaction Server application.

4. On Configuration Manager’s Connections tab for Agent Interaction Server,

create connections to the appropriate T-Server and to Interaction Server.

Note: Universal Routing Server must connect to the T-Server, Interaction

Server, and Stat Server. Stat Server must connect to the T-Server and

Interaction Server.


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Chapter 4: Configuring the Gplus Adapter Configuring for Media Routing

Configuring for Media RoutingThe following components are necessary for media (email) routing:

• Microsoft CRM-Exchange E-mail Router (on the Microsoft CRM CD)

• Microsoft Exchange Server The following tasks are required in order to deploy media routing with the

Adapter. (Remember to restart all services after all steps below are completed.)

Microsoft Solutions

Microsoft Exchange Server and Microsoft CRM should already be installed,

configured, and tested for integrated usage:

1. Create a CRM email box in Microsoft Exchange Server.

Microsoft CRM users who will use email capabilities must have email

boxes in Microsoft Exchange Server.2. Create email boxes in Microsoft Exchange Server for all public queues

which will work with emails.

3. Create public queues for emails in Microsoft CRM and associate them with

email boxes in Microsoft Exchange Server.

4. Install Microsoft CRM-Exchange Email Router, which is supplied on the

Microsoft CRM Installation CD.

5. Apply forwarding rules (for forwarding to the CRM email box mentioned

in Step 1) to all email boxes of CRM users and CRM public queues.

6. Configure agents to create activities for all delivered email.

When everything is installed, configured, and running properly, you should see

the following results:

• An email activity will be created in the private queue of an agent when an

email is sent to the email box of that agent (CRM user).

• An email activity will be created in a public queue when an email is sent to

the email box associated with that public queue in Microsoft CRM.

Note: Do not proceed with configuration of Genesys components until the

Microsoft Solutions work properly with email as described above.


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Genesys Framework Customization

Media Type

In order to perform email routing, an additional media type needs to be added

in Configuration Manager. Please make sure that you are running the 7.1version or later of the Genesys Configuration Server and Configuration

Manager to perform the steps below, as they may be different or not applicable

in earlier versions.

1. Find the tenant under which the G plus Adapter is installed.

2. In the tenant’s Business Attributes folder, find the MediaType business

attribute and view its Attribute Values.

3. Add a new business attribute value with any display name and the name of

the new media type.

4. Also, update the medias subtable which is described in the section “Media

Routing Options” on page 83 in Appendix A.

Capacity Rules

There must be a capacity rule configured for the tenant. In order for the

capacity rule to work with the new media type added above, you must add it to

the capacity rule’s list of media.

1. Install the Genesys Resource Capacity Wizard.

2. Find the capacity rule that is configured for the tenant in the Scripts

folder.

3. Right-click the capacity rule and choose Wizard/Configure.

4. When the Properties dialog box appears, choose Advanced.

5. In the Advanced tab there will be a list of media. Check the crmemail media

to make the capacity rule applicable to it.

6. Find the Router application in Configuration Manager and make sure that

the option default\use_agent_capacity is set to true.

Agent Group

If using agent group(s) as a target for routing, make sure to add all Microsoft

CRM agents configured in Configuration Manager to the appropriate agent

group(s).

Routing Solutions

1. Start Interaction Routing Designer.


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2. Create a new Strategy with target as agent or agent group(s). Make sure to

add all CRM agents configured in Genesys Configuration Manager to the

appropriate agent group(s).

3. Move to Interaction Workflow Designer\Business processes.

4. Create a new Business process.

5. Create a new Interaction Queue.

6. Connect the Interaction Queue with the Strategy.

7. Activate the Strategy.

8. Save all changes.

Gp lus Adapter Customization

Provide valid names for the Microsoft CRM Public Queue and the Genesys

Interaction Queue. See “Synchronizing Queues Between Microsoft CRM and

Genesys” on page 61.


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Chapter 4: Configuring the Gplus Adapter Synchronizing Queues Between Microsoft CRM and Genesys

Synchronizing Queues Between Microsoft

CRM and GenesysGenesys Routing works with items that are delivered to the Microsoft CRM

Public Queue. Synchronization is required between this Public Queue andGenesys. This synchronization is performed in the Adapter.config

configuration file by setting the relationship between the Public Queue and the

Genesys Interaction Server queue within the queues subtable of the Media

Routing section.

The queues subtable is a mapping between the Interaction Server queue and

the Microsoft CRM queue. Any interaction that appears in the Interaction

Server queue with the name specified by interactionServerQueueName will

have its corresponding Microsoft CRM entity assigned to the CRM queue with

the name specified in crmQueueName. You can make changes to the CRM queue

name and the Interaction Server queue. You can also set up queues for

additional media besides the default emai

72gp dep mscrm

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