72gp Dep MSCRM

Gplus Adapter 7.
for Microsoft CRM
Deployment Guide
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 20042006 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 service solutions 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 resourcethe 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 Responsibility for Your Systems 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: Region North and Latin America Europe, Middle East, and Africa Asia Pacific Japan Telephone +888-369-5555 or +506-674-6767 +44 (0) 118 974 7002 +61 7 3368 6868 +81-3-5649-6821 email support@genesyslab.com support@genesyslab.co.uk support@genesyslab.com.au support@genesyslab.co.jp
Prior to contacting technical support, please refer to the Genesys Technical Support Guide 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
Genesys Telecommunications Laboratories, Inc. http://www.genesyslab.com Document Version: 72gp_dep_msCRM_11-2006_v7.2.002.00
Table of Contents
Preface
................................................................................................................... 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
Gplus Adapter for Microsoft CRMDeployment Guide
Table of Contents
Chapter 3
Installing the Gplus Adapter................................................................ 25 Prerequisites............................................................................................ 25 Microsoft CRM 3.0 .............................................................................. 26 Microsoft .NET Framework 1.1 ........................................................... 26 Genesys Integration Server ................................................................ 26 Importing the Application Template ......................................................... 27 Creating and Configuring the Application ................................................ 27 Installing the Gplus Adapter .................................................................... 28 Configuring the SOAP Port ................................................................. 28 Running Setup .................................................................................... 29 Starting Installation Manually .............................................................. 31 Uninstalling the Gplus Adapter ................................................................ 44 Using Add/Remove Programs to Uninstall the Adapter ...................... 45 Using Setup to Uninstall the Adapter .................................................. 45 Generating Installation and Uninstallation Logs.............................................................................. 52 Generating an Installation Log ............................................................ 52 Generating an Uninstallation Log........................................................ 52
Chapter 4
Configuring the Gplus Adapter ........................................................... 53 Configuring the Gplus Adapter ................................................................ 54 Tenants Tab......................................................................................... 54 Connections Tab ................................................................................. 54 Options Tab......................................................................................... 54 Configuring Genesys Integration Server and Agent Interaction Server for Use with the Adapter .......................................................................... 57 Configuring for Media Routing................................................................. 58 Microsoft Solutions.............................................................................. 58 Genesys Framework Customization ................................................... 59 Routing Solutions................................................................................ 59 Gplus 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
Gplus Adapter 7.2
Table of Contents
Assuring a Link in User Properties Between Genesys and Microsoft CRM .................................................................................... 71
Appendix A
Advanced Configuration...................................................................... 75 Modifying Configuration Files .................................................................. 75 Changing Adapter Server Component Configuration Files................. 76 Changing the Adapter WinUI Client Component Configuration 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 .................................................. 108 Custom 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.......................................... 118 Common 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
Table of Contents
Gplus Adapter 7.2
Preface
Welcome to the Gplus Adapter 7.2 for Microsoft CRM Deployment Guide. This guide lists system requirements for, and describes how to install and configure, the Gplus Adapter 7.2 for Microsoft CRM. This chapter provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information: Intended Audience on page 8 Chapter Summaries on page 8 Document Conventions on page 9 Related Resources on page 11 Making Comments on This Document on page 12

The Gplus Adapter 7.2 for Microsoft CRM provides Genesys Interaction Management capabilities and contact center functionality to the Microsoft CRM system. This pre-packaged integration with MS CRM is designed for voice and media routing support, and provides screen pop, agent state controls, call control (Dial, Answer, Hang up, Transfer, Hold, Conference) functionality. The Gplus Adapter 7.2 for Microsoft CRM consists of a Server component and an optional WinUI Client component. The Server component is installed on the Microsoft CRM Server and provides a Genesys Contact Center graphical user interface (GUI) with telephony/CTI functionality fully integrated within Microsoft CRM and accessible through a web browser. The WinUI Client component, also referred to as the Contact Center Taskbar application, may be installed on a remote Client workstation. It provides incoming call and email notification, ability to initiate an outbound call or email, access to open interactions, agent sign-in and sign-out, agent status change, settings, help, and a direct link to the Genesys Contact Center user interface.
Preface
Intended Audience
Intended Audience
This guide is primarily intended for system administrators or other individuals who install, configure, and maintain the Gplus 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 Summaries
In 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 Gplus Adapter, and describes the architecture of the Gplus 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 create and manage agents. Appendix A, Advanced Configuration beginning on page 75, describes additional configuration tasks for system administrators using the Adapters configuration files, and describes incoming call and media routing logic.
Gplus Adapter 7.2
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 a customers current installation environment.
This 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 of this 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 . . .
Preface
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) and used 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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Gplus Adapter 7.2
Preface
Related Resources
the data for the value. Because the value is specific to an individual enterprisefor example, DNs or port numbersthe program cannot predict (that is, program in) what the value is. Here is a sample:
smcp_server -host <confighost>
Related Resources
Genesys Resources
Consult these additional Genesys resources as necessary:
The Gplus Adapter 7.2 for Microsoft CRM Users Guide, which provides step-by-step instructions for performing common contact center tasks using the Gplus 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 the Genesys 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 orderman@genesyslab.com.
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.
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Preface
Making Comments on This Document
Making Comments on This Document

If you especially like or dislike anything about this document, please feel free to email your comments to Techpubs.webadmin@genesyslab.com. 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.
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Gplus Adapter 7.2
Chapter
About the Gplus Adapter

This release of the Gplus 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 Gplus 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 users computer, it still
works with Microsoft CRM through the Adapters Server component. 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 Overview
The Gplus 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 a custom 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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Gplus Adapter 7.2
Feature Overview
The Gplus 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 Gplus Adapter enables the following key features.
Agent State Controls

Signing in to MS CRM automatically connects and logs the agent in to the Genesys 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 agents private In Progress queue.
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Feature Overview
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 Adapters 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 Gplus 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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Gplus Adapter 7.2
The Contact Center Taskbar Application
The Contact Center Taskbar Application

In addition to the Genesys Contact Center available in the web browser, the Gplus 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 Phone Call form for the selected interaction.
My Status: This option leads to a drop-down list of agent availability options. The item for the agents 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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Architectural Overview
Architectural Overview
This section describes the overall high-level architecture of the Adapter. The high-level architecture of the Gplus Adapter 7.2 for Microsoft CRM is depicted in Figure 1.
MS CRM
Gplus Adapter for MS CRM
TCP/IP
Genesys Integration Server TCP/IP TCP/IP

TC P/I P
T-Server
TCP/IP
Configuration Server
Interaction Server
TCP/IP
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).
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Gplus Adapter 7.2
SOAP/HTTP
TCP/ IP
Starting and Stopping Windows Services
The Adapters 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 Component

The Contact Center Taskbar application is an optional component (Gplus 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 users 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 switches and the Genesys Integration Server.
Starting and Stopping Windows Services

By 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 folders ImagePath in the Registry Editor. The ImagePath must have the following value data:
<full path>\<executable file name>
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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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 components start type, you can stop Framework components installed as Windows Services by using the Stop button in the Windows Services Manager.
What to Do Next
See the Gplus Adapter 7.2 for Microsoft CRM Users Guide and this Gplus Adapter 7.2 for Microsoft CRM Deployment Guide for extensive information about the installation, configuration, and use of this product.
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Gplus Adapter 7.2
Chapter
System Requirements
This chapter outlines the minimum software and hardware requirements for the Genesys Gplus Adapter 7.2 for Microsoft CRM. The information in this chapter is divided among the following topics: Compatibility Overview, page 21 Software Requirements, page 22 Hardware Requirements, page 23 Security, page 24
Compatibility Overview
The Genesys Gplus Adapters 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 Gplus 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 Gplus Adapter and Genesys Framework.
Review the system requirements before installing the Gplus Adapter.
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Chapter 2: System Requirements
Software Requirements
Software Requirements
The software you will need to deploy the Gplus Adapter depends on which components are being installed.
Server Component
The Gplus 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 Gplus 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 Gplus Adapter 7.2 for Microsoft CRM Server component Network communications protocol TCP/IP OS network services
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Gplus Adapter 7.2
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 application documentation. See also the Genesys 7 Hardware Sizing Guide.
Hardware Requirements
The Adapter Server components 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 (Contact Center 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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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) impose their 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 Gplus 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 Gplus Adapter 7.2 for Microsoft CRM consists of two separate user interfaces (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 optional component 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.
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Gplus Adapter 7.2
Chapter
Installing the Gplus Adapter

This chapter describes how to install the Gplus Adapter 7.2 for Microsoft CRM. The information in this chapter is divided among the following topics: 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
Prerequisites
Before you install the Gplus 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 Gplus 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 Microsofts 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 Gplus 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 dont see the .NET Framework 1.1 in the available updates list, this component may already be installed on your system.

You can install Genesys Integration Server (GIS) from the Gplus Adapter Installation Utility. See Installing the Gplus Adapter on page 28. Templates and installation files are provided on the Adapters 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 the Gplus 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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Gplus Adapter 7.2
Importing the Application Template
Importing the Application Template

Import 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 an Application object at this point facilitates installation of the Gplus Adapter and helps you avoid unexpected deployment problems. Import the Application Template as follows: 1. Insert the Gplus Adapter 7.2 for Microsoft CRM installation CD into your CD-ROM drive. When the Welcome window appears, do not install the Gplus Adapter yet. After reading the important note, continue to follow the instructions in this section.
2. Open Configuration Manager and select Environment > Application

Templates.
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 Adapters 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 Application

After 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 doubleclick 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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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.

Note the following items before you install the Gplus Adapter.
You must configure the SOAP port in Configuration Server before installing the Gplus Adapter. See Configuring the SOAP Port below. To install the Gplus Adapter, you must be logged on with Domain Administrator and Local Administrator privileges. Install the Server Component on the same machine where Microsoft CRM 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 Gplus 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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Gplus Adapter 7.2
Running Setup
You must install the Gplus 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 Gplus Adapter on the target machine: 1. If you have not already done so, insert the Gplus 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 Gplus 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 Gplus Adapter, Web.config is re-written. To preserve customizations youve made, be sure to make note of them before re-installing. The uninstall procedure removes all GenesysMSCRM_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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Gplus Adapter 7.2
Starting Installation Manually

If your CD-ROM drive is not set to employ autorun for CDs, do the following after inserting the Gplus 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 Gplus Adapter Server component: 1. Locate the setup.exe file in the CD path
\gplus_components\gplus_microsoft_crm\server\windows\ or find the
setup 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.
2. Double-click setup.exe to run the InstallShield Wizard. 3. See Installing the Server Component on page 31 for further instructions.
To install the Gplus Adapter WinUI Client component: 1. Locate the setup.exe file in the CD path
\gplus_components\gplus_microsoft_crm\client\windows\ or find the
setup file in your installation package.
2. Double-click setup.exe to run the InstallShield Wizard. 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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Gplus Adapter 7.2
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 the section 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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Gplus Adapter 7.2
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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Gplus Adapter 7.2
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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Gplus Adapter 7.2
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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Gplus Adapter 7.2
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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Gplus Adapter 7.2
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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Uninstalling the Gplus Adapter
Figure 16: Installation Complete
Proceed to Configuring the Gplus Adapter on page 53.

You can uninstall the Gplus 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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Gplus Adapter 7.2
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.<build> as the installed component to remove. To uninstall the WinUI Client component, select Genesys Gplus Adapter for Microsoft CRM WinUI Client 7.2.000.<build> as the installed component to remove, and click Change/Remove. 3. Follow the instructions on screen, and confirm that you want to remove the Gplus 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 Adapters Server component using the Setup program: 1. Follow the instructions in Running Setup on page 29 (selecting the Server 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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Gplus Adapter 7.2
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 Adapters 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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Gplus Adapter 7.2
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 window opens 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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Gplus Adapter 7.2
Figure 24: Maintenance Complete
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Generating Installation and Uninstallation Logs
Generating Installation and Uninstallation Logs

If problems arise during installation or uninstallation of the Gplus 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 <full path to log>"
Note: Please be sure there are no spaces between the /z and the leading ". If <full path to log> is not defined, the log is generated in the operating systems Temp folder, and the log file name is GENESYS_INSTALLATION.LOG. If <full path to log> 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 Log

To generate a log for uninstallation, run the following from a command line:
setup.exe /z"-t <full path to log>"
Setup identifies that the Adapter was installed previously, initiates the uninstallation procedure, and generates an uninstallation log.
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Gplus Adapter 7.2
Chapter
Configuring the Gplus Adapter

This chapter describes how to configure the Gplus Adapter 7.2 for Microsoft CRM 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, Gplus Adapter configuration can involve making modifications in several 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 Adapters Server component. The g2mscrm_server.exe.config file (see Changes to the g2mscrm_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 Adapters 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 Adapters WinUI Client component.
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Chapter 4: Configuring the Gplus Adapter

This section describes configuration options available for the Gplus 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 Managers Tenants tab, add tenants for a multi-tenant environment.
Connections Tab
On Configuration Managers 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 the Properties 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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Gplus Adapter 7.2
Table 1: Gplus Adapter Configuration Options

Option Name Values Description
Gplus Adapter section Specifies the Gplus Adapter options that are necessary for basic functionality.
ANIFormat
Default Value: xxx-xxxx Valid Values: <phone number format string> 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 to this format, otherwise the search will be unsuccessful.) 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. If this option is set to true, the Adapter automatically saves the existing activity when the agent initiates any type of transfer or conference. If this option is set to true, the Adapter releases all active interactions when the agent signs out.
AutoLogin
Default Value: true Valid Values: true, false
AutoSaveActivity
ReleaseOnSignout
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Table 1: Gplus Adapter Configuration Options (Continued)

Option Name
SaveOutgoingActivityEvent
Values Default Value: talking Valid Values: talking, dialing
Description If this option is set to talking, the Adapter saves the outgoing activity in response to a talking interaction event. If this option is set to dialing, the Adapter saves the 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. 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.
UseRoleForAgents
ui section This section contains options for the menus displayed in the Adapter user interface.
ShowLoginAndLogout
Default Value: false Valid Values: true, false
If this option is set to true, the login/logout commands will be displayed in the list of possible agent actions. If this option is set to true, After Call Work will appear in the list of available agent statuses.
ShowACW
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Gplus Adapter 7.2
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 Gplus 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 Managers Connections tab for GIS, create a connection to the Agent Interaction Server application. 4. On Configuration Managers 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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Configuring for Media Routing

The 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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Gplus Adapter 7.2
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 7.1 version 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 Gplus Adapter is installed.
2. In the tenants 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 rules 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.
Gplus 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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Gplus Adapter 7.2
Synchronizing Queues Between Microsoft CRM and Genesys

Genesys Routing works with items that are delivered to the Microsoft CRM Public Queue. Synchronization is required between this Public Queue and Genesys. 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 email queue type that is already present. The entity list specifies the entity types for which this mapping is valid. For example, in the sample below, if a fax entity is being routed, it would not be assigned to this CRM queue because the mapping specifies that this queue is only for email entities.
<ac:queues> <ac:queue crmQueueName="Email Queue" interactionServerQueueName="Inbound queue"> <ac:entity type="email"/> </ac:queue> </ac:queues>
Refer to Table 2 on page 62 for an explanation of the elements in the queues subtable.
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Table 2: Media Routing Queues Subtable Elements in Adapter.config

Element
ac:queue
Attribute Name
crmQueueName
Attribute Value Name of the Microsoft CRM queue associated with this element. Name of the Interaction Server queue associated with this element.
Definition
interactionServer QueueName
Describes a link between a Microsoft CRM queue and Interaction Server queue. This element can have multiple instances. This element will contain a list of child entity elements which represent the entity types that should be routed from this queue. Note that this can only be either any type of activity (such as email, phonecall, and so on) or a case, as per Microsoft CRM queue description.
Each of these elements describes a type of Microsoft CRM entity.
ac:entity
type
Describes the type of Microsoft CRM entity. The value should correspond to the name of the entity in the Microsoft CRM schema (for example, phonecall or email).
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Gplus Adapter 7.2
Configuring Reason Codes

Reason Codes, or reasons, apply to agent availability. For agent status Not Ready, the Adapter comes preconfigured with the following reason codes:
Not Ready - After Call Work (if the default value of the ShowACW option has not been changed to false), and Not Ready - Not Specified For particular business purposes, a system administrator or contact center manager may wish to configure additional reason codes for agents. Here are a few examples: Not Ready - Active Interaction Not Ready - Finish Work Not Ready - Lunch Not ready - Other Interaction Not Ready - Break Reason Codes are configured in Genesys Configuration Manager in the Action Codes section of a particular tenant or in the Action Codes section of Resources, as shown in Figure 25 on page 63.
Figure 25: Configuration Manager, Action (Reason) Codes
To configure a new Reason Code:
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1. Select Resources > Action Codes.
2. Right-click Action Codes. From the shortcut menu that opens, select New >
Action Code.
3. In the New Action Code Properties dialog box, enter a name in the Name field for the Reason Code to replace the default name (Action Code), as shown in Figure 26 on page 64.
Figure 26: New Action Code, Name
4. In the Type field, select Not Ready from the drop-down list as shown in Figure 27 on page 65.
Note: The Gplus Adapter for Microsoft CRM only uses Configuration Manager action codes of type Not Ready.
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Gplus Adapter 7.2
Figure 27: New Action Code, Type
5. In the Code field, enter a numeric value for this Reason Code. 6. Click OK to create this Reason Code and close the dialog box. 7. Repeat from Step 2 to create additional Reason Codes. The new Reason Code(s) you created are visible in the Contents pane of Configuration Manager, as previously shown in Figure 25 on page 63.
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Configuring Logs
Configuring Logs
Log configuration is handled in files called log4net.config located in the server and web directories. Every log message has an assigned level as shown in Table 3. Table 3: Event Log Levels
Event Log Level DEBUG INFOa WARN ERROR FATAL
a. Default.
Message Levels Displayed/Logged DEBUG, INFO, WARN, ERROR, FATAL INFO, WARN, ERROR, FATAL WARN, ERROR, FATAL ERROR, FATAL FATAL
The configurable log section of the log4net.config file is displayed below:

<logger name="Genesyslab"> <level value="INFO" /> <appender-ref ref="UIFile" /> <appender-ref ref="EventLog" /> </logger> <logger name="Platform"> <level value="INFO" /> <appender-ref ref="PlatformFile" /> <appender-ref ref="EventLog" /> </logger> INFO is the default log setting, which configures the Adapter to log INFO, WARN, ERROR, and FATAL messages.
If you require more logging information suitable for Adapter debugging, change the level subelements value attribute for both the Genesyslab and Platform logger elements from INFO to DEBUG. If you require less logging information, change the level subelements value attribute for both the Genesyslab and Platform logger elements from INFO to WARN, ERROR, or FATAL, depending on your needs. The resulting modified log section for the DEBUG example is displayed below:
<logger name="Genesyslab">
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Gplus Adapter 7.2
Handling Configuration Changes
<level value="DEBUG" /> <appender-ref ref="UIFile" /> <appender-ref ref="EventLog" /> </logger> <logger name="Platform"> <level value="DEBUG" /> <appender-ref ref="PlatformFile" /> <appender-ref ref="EventLog" /> </logger>
Note: If logs stop inexplicably, perform the following procedure: 1. Open IIS Manager. 2. Right click on CRM app pool and view its properties. 3. Select the Identity tab. 4. Check the user under which the app pool operates (most likely the Network Service). 5. Take a look at the Genesys-MSCRM_Integration folder's properties. 6. Select the Security tab. 7. Make sure that the App pool user has write permissions to this folder.

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. You must also perform a restart after changing any data related to users of the Adapter in Configuration Manager (such as Person, Place, DN, AgentLogin, Switch, Application, and so on). For Windows 2003 Server, restart Genesys Integration Server and the application pool where the Adapter runs (CRMAppPool). For Windows 2000 Server, you must restart Genesys Integration Server and IIS. Genesys recommends uninstalling and then reinstalling the Adapter in cases where configuration data changes significantly for either the Server component or the WinUI Client component. However, in some cases, you may bypass this recommendation by modifying one or more of the Adapters configuration files. See Modifying Configuration Files on page 75 for instructions on modifying the Adapters configuration files.
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Gplus Adapter 7.2
Chapter
Agent and Contact Center Issues

This chapter describes some important agent and contact center issues related to the ability to function as Genesys Agents using the Gplus Adapter Server and WinUI Client components. This chapter includes the following sections: Genesys Agent Role, page 69 Configuring for Email Tracking, page 70 Setting Up the Contact Center Configuration, page 70 Assuring a Link in User Properties Between Genesys and Microsoft CRM, page 71
Genesys Agent Role

The Adapters installation process adds a new role to Microsoft CRM called Genesys Agent. The system administrator must assign this Genesys Agent role to particular users. Note: If you will be using the Genesys Agent role to control which users will have access to the contact center functionality of the Gplus Adapter (Adapter UseRoleForAgents configuration option set to true), make sure to select the Genesys Agent role during user setup with the User Manager wizard or using the Roles side tab when adding a user manually.
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Chapter 5: Agent and Contact Center Issues
Configuring for Email Tracking
Configuring for Email Tracking

If email activities are to be performed and tracked within the Genesys Contact Center, the agent must configure within Microsoft CRM the ability to track all email messages as follows: 1. In Microsoft CRM, select Tools > Options.
2. Select the Activities tab in the Set Personal Options dialog box. 3. Select All e-mail messages under Select the e-mail messages to track in Microsoft CRM. 4. Click OK.
Setting Up the Contact Center Configuration

To enable work center functionality, you should adjust Places and switch settings in Genesys Configuration Manager, and adjust Microsoft CRM settings in the Microsoft CRM application.
Make sure that your switch is properly configured and its settings are appropriately reflected in Genesys Configuration Manager. In particular: persons are defined which correspond to Genesys Agents in Microsoft CRM. Persons should be configured with the proper Login ID and User Name. The User Name should match the Windows User Name for the Genesys Agent in MS CRM. agent logins are defined in the Switches/<your switch>/Agent Login folder positions and extensions (if necessary) are defined in the Switches/<your switch>/DNs folder. Positions and extensions should be configured in Places as well. After these settings are defined, the agent will be able to log on to the queue and receive calls from the queue.
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Chapter 5: Agent and Contact Center IssuesAssuring a Link in User Properties Between Genesys and Microsoft CRM
Assuring a Link in User Properties Between Genesys and Microsoft CRM

Proper functioning of the Gplus Adapter depends in part on whether certain user properties in Microsoft CRM link with equivalent user properties set up in Genesys Configuration Manager. Table 4 shows these key properties in both Microsoft CRM and Genesys Configuration Manager: Table 4: Key User Properties for MS CRM and the Adapter
Microsoft CRM User Windows User Name Genesys Configuration Manager Persons User Name Comments If the Genesys authentication scheme is used, the Genesys Configuration Manager User Name can differ from the Windows domain User Name. The Microsoft CRM Main Phone field should specify the phone number which other agents use to call this agent, usually the Extension as defined in Genesys Configuration Manager. If the ACD Position is configured on the agents Place in Genesys Framework, specify this data in the Microsoft CRM Other Phone field.
User dialog box in MS CRM Settings: General tab Main Phone
Place for this user should have DN type = Extension
User dialog box in MS CRM Settings: General tab Other Phone field
Place for this user should have DN type = ACD Position
Note: For switches where internal calls can be made to positions only, the Main Phone field should have the ACD Position DN, and the Other Phone field should have the Extension DN. Figure 28 on page 72 shows an example of the contents of the General tab in the User dialog box in Microsoft CRM. Figure 29 on page 73 shows the Genesys Configuration Manager Places setup for the user.
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Figure 28: Portion of Microsoft CRM User Dialog Box
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Figure 29: Genesys Configuration Manager Open to Users Places
Notice that the users ACD Position in Genesys Configuration Manager matches the value in the Other Phone field in Microsoft CRM. Likewise, the users Extension in Genesys Configuration Manager matches the value in the Main Phone field in Microsoft CRM. When adding Persons and Places in Genesys Configuration Manager, be sure to look for these matches to the data that was set up for the same user in Microsoft CRM. Please note that the Gplus Adapter 7.2 for Microsoft CRM can operate in one of two authentication modes:
MS CRM Authentication mode allows use of the Adapter for MS CRM when the user is a valid Microsoft Windows and Microsoft CRM user. The Adapter assumes that the user authenticated by Windows and MS CRM is the same user in the Genesys Contact Center (has the same User Name), so the Adapter just checks to see if the user account has been set up in Genesys Contact Center. If Genesys Contact Center does not have the user account, authentication fails and the user receives an error message.
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Genesys Authentication mode allows use of the Adapter for MS CRM when the user is a valid Microsoft Windows, Microsoft CRM, and Genesys user. When a user connects with a specific User Name and Password in Genesys Contact Center, the Adapter performs the authentication itself in addition to Microsoft Windows and Microsoft CRM authentications by checking to see if a user account has been set up in Genesys Contact Center, and if the specified Password matches the one previously recorded. If Genesys Contact Center does not have a user account set, or if the Password does not match, authentication fails and the user receives an error message. For both authentication modes, if the Gplus Adapter 7.2 for Microsoft CRM is configured to use the Genesys Agent role, authentication fails if the user has no Genesys Agent role assigned in MS CRM.
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Appendix
Advanced Configuration
This appendix discusses some advanced configuration topics for system administrators or contact center managers. It includes the following sections: Modifying Configuration Files, page 75 Incoming Call Activity Customization, page 96 Structure of Attached Media UserData, page 108 Custom Entities and Attributes, page 109
Modifying Configuration Files

The ability to modify the Adapters configuration files offers the system administrator an added degree of flexibility and control over certain Adapter settings. Several types of configuration file modifications are discussed in this section and involve changes to one of the following Adapter configuration files: Web.config Adapter.config g2mscrm_server.exe.config Gscc.config. You must perform a restart after modifying any configuration file. First, restart the Genesys-MSCRM_IntegrationServer service from the Windows Service Console. 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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Appendix A: Advanced Configuration
Changing Adapter Server Component Configuration Files

In this section, relevant configuration files that affect the Adapter Server component are: Web.config Adapter.config g2mscrm_server.exe.config
Changes to the Web.config File

The Web.config configuration file can be edited if the URL reference to the Genesys-MSCRM-Integration-Service changes.
Changing the URL Reference to the Genesys-MSCRM-Integration-Service If the Genesys-MSCRM-Integration-Service URL changes, the Web.config file located in the WebUI directory must be changed to include the updated information. The relevant section of the Web.config file is displayed below:
<appSettings> <add key=Genesys-MSCRM_IntegrationServer value=tcp:// [Genesys-MSCRM-Integration-ServiceHost]:Genesys-MSCRMIntegration-ServicePort/></add>> </appSettings>
where:
Genesys-MSCRM-Integration-ServiceHost represents the host of the Genesys-
MSCRM_IntegrationServer.
Genesys-MSCRM-Integration-ServicePort represents the port of the Genesys-
MSCRM_IntegrationServer.
Changes to the Adapter.config File

The Adapter.config configuration file can be edited if you want to change any of the following:
The phone number selected by default for a given type of CRM entity (PhonePriorities table) Names of fields to check when you want to identify a system user by a particular phone number (UserPhonesLookup table) The CRM entities to search for an ANI match (ani_objects_to_search table) Activity attributes to add to attached data when a CRM user makes a transfer (consult_copy_attribs table)
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Inbound search attributes from the inbound calls user data (inbound_search_attributes table) Regarding field search attributes from the inbound calls user data (regarding_search_attributes table) Representation of time attributes (ActivityFields table) Use of Adapter hard-coded switch capabilities versus capabilities provided in GIS (SwitchCapabilities parameter) Automatic answering of all incoming phone calls (VoiceOptions table, AutoAnswerOnRinging option) Automatic acceptance of all incoming emails (EmailOptions table, AutoAccept and AutoMarkDone options) Media routing options (queues, medias, and screenpopRegarding tables)
The PhonePriorities Table The PhonePriorities table is used to determine which phone number is selected as the by default number for a given type of CRM entity. The system checks each field in a specified order, and the first field found that contains the specified value is used as the default. The tasks below all refer to the Adapter.config file. Example: Assume the following simplified configuration:
<ac:PhonesPriorities> <ac:Entities> <ac:Entity Type="systemuser"> <ac:Fields>homephone</ac:Fields> <ac:Fields>mobilephone</ac:Fields> <ac:Fields>address1_telephone1</ac:Fields> <ac:Fields>address1_telephone2</ac:Fields> </ac:Entity> </ac:Entities> </ac:PhonesPriorities>
The CRM user creates a new phone call activity and selects system user Agent1 who only has mobilephone 1234 configured in the CRM database. The system:
checks the home phone and skips to next field because home phone isn't specified checks the mobilephone fills the activity location field with the value 1234
<ac:PhonesPriorities> <ac:Entities>
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<ac:Entity Type="systemuser"> <ac:Fields>homephone</ac:Fields> <ac:Fields>mobilephone</ac:Fields> <ac:Fields>address1_telephone1</ac:Fields> <ac:Fields>address1_telephone2</ac:Fields> <ac:Fields>address1_telephone3</ac:Fields> <ac:Fields>address2_telephone1</ac:Fields> <ac:Fields>address2_telephone2</ac:Fields> <ac:Fields>address2_telephone3</ac:Fields> </ac:Entity> <ac:Entity Type="lead"> <ac:Fields>telephone1</ac:Fields> <ac:Fields>telephone2</ac:Fields> <ac:Fields>telephone3</ac:Fields> <ac:Fields>address1_telephone1</ac:Fields> <ac:Fields>address1_telephone2</ac:Fields> <ac:Fields>address1_telephone3</ac:Fields> <ac:Fields>address2_telephone1</ac:Fields> <ac:Fields>address2_telephone2</ac:Fields> <ac:Fields>address2_telephone3</ac:Fields> </ac:Entity> <ac:Entity Type="contact"> <ac:Fields>telephone1</ac:Fields> <ac:Fields>telephone2</ac:Fields> <ac:Fields>telephone3</ac:Fields> <ac:Fields>address1_telephone1</ac:Fields> <ac:Fields>address1_telephone2</ac:Fields> <ac:Fields>address1_telephone3</ac:Fields> <ac:Fields>address2_telephone1</ac:Fields> <ac:Fields>address2_telephone2</ac:Fields> <ac:Fields>address2_telephone3</ac:Fields> </ac:Entity> <ac:Entity Type="account"> <ac:Fields>telephone1</ac:Fields> <ac:Fields>telephone2</ac:Fields> <ac:Fields>telephone3</ac:Fields> <ac:Fields>address1_telephone1</ac:Fields> <ac:Fields>address1_telephone2</ac:Fields> <ac:Fields>address1_telephone3</ac:Fields> <ac:Fields>address2_telephone1</ac:Fields> <ac:Fields>address2_telephone2</ac:Fields> <ac:Fields>address2_telephone3</ac:Fields> </ac:Entity> </ac:Entities> </ac:PhonesPriorities>
The UserPhonesLookup Table The following table contains the names of fields to check when you want to identify a system user by a particular phone number. This lookup occurs when
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an incoming phone call has an ANI that contains no information on who the call initiator is. In this scenario the CRM server is queried with a list of fields (specified in the table below) to check for the incoming phone number. If the phone number is found, a user is found and the call initiator is identified.
<ac:UserPhonesLookup Type="systemuser"> <ac:Fields>homephone</ac:Fields> <ac:Fields>mobilephone</ac:Fields> <ac:Fields>address1_telephone1</ac:Fields> <ac:Fields>address1_telephone2</ac:Fields> <ac:Fields>address1_telephone3</ac:Fields> <ac:Fields>address2_telephone1</ac:Fields> <ac:Fields>address2_telephone2</ac:Fields> <ac:Fields>address2_telephone3</ac:Fields> </ac:UserPhonesLookup> <ac:PopupScreen>
ANI Format: Use the following information to change the ANI format to the phone number format used in the Microsoft CRM database. Making this change ensures that phone number look ups are successful. MatchExpression specifies the original format, while ReplaceExpression indicates the transformed format.
<ac:AniFormat> <ac:MatchExpression><![CDATA[(?<prefix>.*?)(?<area>\d{0,3}?)(?<part 1>\d{1,3}?)(?<part2>\d{4})$]]></ac:MatchExpression> <ac:ReplaceExpression><![CDATA[${area}-${part1}-${part2}]]></ ac:ReplaceExpression> </ac:AniFormat>
The ani_objects_to_search Table The following table specifies the CRM entities to search for an ANI match. If there is no ANI match among these objects, system users are searched using the UserPhonesLookup table above.
<ac:ani_objects_to_search> <ac:object name="account" /> <ac:object name="contact" /> <ac:object name="lead" /> </ac:ani_objects_to_search>
The consult_copy_attribs Table The following tables shows the activity attributes to add to attached data when a CRM user makes a transfer.
<ac:consult_copy_attribs> <ac:attr name="subject" /> <ac:attr name="phonecall" /> <ac:attr name="prioritycode" /> </ac:consult_copy_attribs>
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The inbound_search_attributes Table If one of the objects below is present in an inbound call's user data, a search is performed in the CRM using the attributes listed for the given object type, joined by an "AND" operator. If an object is found, it is set as the Call Initiator of the activity. If more than one object is found, the first in the set is chosen. If none are found, the call initiator field is left blank. Any attribute listed in the Microsoft CRM schema can be listed here under the appropriate object type. You can find the Microsoft schema by object type at Microsofts MSDN website (msdn.microsoft.com/library/).
<ac:inbound_search_attributes> <ac:object name = "contact"> <ac:attr name="contactid"/> <ac:attr name="fullname"/> <ac:attr name="lastname"/> </ac:object> <ac:object name = "lead"> <ac:attr name="leadid"/> <ac:attr name="fullname"/> <ac:attr name="subject"/> <ac:attr name="lastname"/> <ac:attr name="company"/> </ac:object> <ac:object name = "account"> <ac:attr name="accountid"/> <ac:attr name="accountnumber"/> <ac:attr name="name"/> </ac:object> </ac:inbound_search_attributes>
The regarding_search_attributes Table If one of the objects below is present in an inbound call's user data, a search is performed in the CRM using the attributes listed for the given object type, joined by an AND operator. If an object is found, it is set in the Regarding field of the activity. If more than one object is found the first in the set is chosen. If no objects are found, the call initiator field is left blank. Any attribute listed in the Microsoft CRM schema can be listed here under the appropriate object type. You can find the Microsoft schema by object type at Microsofts MSDN website (msdn.microsoft.com/library/).
<ac:regarding_search_attributes> <ac:object name = "contact" typecode=2> <ac:attr name="contactid"/> <ac:attr name="fullname"/> <ac:attr name="lastname"/> </ac:object>
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<ac:object name = "lead" typecode=4> <ac:attr name="leadid"/> <ac:attr name="fullname"/> <ac:attr name="subject"/> <ac:attr name="lastname"/> <ac:attr name="company"/> </ac:object> <ac:object name = "account" typecode=1> <ac:attr name="accountid"/> <ac:attr name="accountnumber"/> <ac:attr name="name"/> </ac:object> <ac:object name = "invoice" typecode=1090> <ac:attr name="invoiceid"/> <ac:attr name="invoicenumber"/> <ac:attr name="name"/> </ac:object> <ac:object name = "opportunity" typecode=3> <ac:attr name="opportunityid"/> <ac:attr name="name"/> </ac:object> <ac:object name = "quote" typecode=1084> <ac:attr name="quoteid"/> <ac:attr name="name"/> </ac:object> <ac:object name = "salesorder" typecode=1088> <ac:attr name="name"/> <ac:attr name="description"/> </ac:object> <ac:object name = "incident" typecode=112> <ac:attr name="incidentid"/> <ac:attr name="title"/> </ac:object> <ac:object name = "contract" typecode=1010> <ac:attr name="contractid"/> <ac:attr name="title"/> <ac:attr name="activeon"/> <ac:attr name="expireson"/> </ac:object> </ac:regarding_search_attributes>
Note: If you are adding custom objects, you must provide both the object name and the typecode. The procedure for obtaining the typecode for custom objects is described below in the section below this note. Obtaining the TypeCode for Custom Objects 1. Click Settings in the menu tab on the left side of the Microsoft CRM screen.
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2. Choose Customization in the same tab when the menu comes up. 3. Click Export Customizations in the main window. 4. Select the custom entity whose TypeCode you want to see. 5. Click More Actions and choose Export selected customizations. This will cause a confirmation window to pop up, and after that is closed, the browser will present the option to open an XML file containing the customization information. 6. Open the XML file and navigate the tree to the following tag:
ImportExportXml/Entities/Entity/EntityInfo/entity/ObjectTypeCode.
The value of this tag is the TypeCode you need. The ActivityFields Table The following section specifies the names to use to represent time attributes such as minute, hour, and day. Use this when setting the duration attribute in an activity. Note: Internal functionality, modification not recommended.
<ac:ActivityFields> <ac:MinuteExpression><![CDATA[^minute\s|\sminute$|^minutes\s|\sminu tes$]]></ac:MinuteExpression> <ac:HourExpression><![CDATA[^hour\s|\shour$|^hours\s|\shours$]]></ ac:HourExpression> <ac:DayExpression><![CDATA[^day\s|\sday$|^days\s|\sdays$]]></ ac:DayExpression> </ac:ActivityFields>
The SwitchCapabilities Parameter If the following is set to false, the Gplus Adapter relies on capabilities provided by GIS. If set to true, the Adapter uses its hard-coded default set of switch capabilities. Note: Internal functionality, modification not recommended.
<ac:SwitchCapabilities UseDefault="true"/>
The AutoAnswerOnRinging Option in the VoiceOptions Table If set to true, all incoming phone calls will be automatically answered. If false, the behavior will depend on switch configuration.
<ac:VoiceOptions AutoAnswerOnRinging="false"/>
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The AutoAccept Option in the EmailOptions Table If set to true, all incoming emails will be automatically accepted for the agent. If false, the agent will need to manually accept incoming emails. Note: Please refer to Table 5 on page 86 for a detailed description of the AutoAccept option.
<ac:EmailOptions AutoAccept="true"/>
The AutoMarkDone Option in the EmailOptions Table If set to true, an interaction will be immediately marked done in the Genesys system when the agent accepts it. This means that the interaction is no longer tracked by Genesys applications. If false, the agent will need to manually mark the interaction as done. Note: Please refer to Table 5 on page 86 for a detailed description of the AutoMarkDone option.
<ac:EmailOptions AutoMarkDone="true"/>
Media Routing Options Refer to Media Routing Support on page 111 for an overview of the Adapters media routing support. You can modify media routing options in the Adapter.config files mediaRouting table by making changes to one or more of its subtables:
queues medias screenpopRegarding

Note: Please refer to Table 5 on page 86 for detailed descriptions of the elements in media routing configuration as expressed in the subtables described below. 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 email queue type that is already present.
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The entity list specifies the entity types for which this mapping is valid. For example, in the sample below, if a fax entity is being routed, it would not be assigned to this CRM queue because the mapping specifies that this queue is only for email entities.
<ac:queues> <ac:queue crmQueueName="Email Queue" interactionServerQueueName="Inbound queue"> <ac:entity type="email"/> </ac:queue> </ac:queues>
The medias subtable is a mapping between Genesys media monitored by Interaction Server and Microsoft CRM entities. An agent will be able to log in on any media specified in this table and will subsequently receive interactions that relate to the specified entities. For example, in the sample below, if an agent logs in on the crmemail media and an email interaction is routed to the agent, the agent will be able to receive it because email is a configured entity for this media type., you can set up additional media types besides the default media types that are already present, delete media types if needed, and add new media in addition to crmemail if desired.
<ac:medias> <ac:media name="crmemail" displayname="MEDIA"> <ac:entity type="email"/> <ac:entity type="task"/> <ac:entity type="fax"/> <ac:entity type="letter"/> <ac:entity type="appointment"/> <ac:entity type="service"/> <ac:entity type="serviceappointment"/> <ac:entity type="campaignresponse"/> </ac:media> </ac:medias>
Note: The element name is the name in the Genesys system, not ever visible to an agent. The element displayname is the name that will appear in the user interface on the agents Place.
The screenpopRegarding subtable specifies what to display when the specified entity type is routed to an agent. The subtable contains a list of entities. For each entity type, the administrator can specify the form to be popped up on the agents screen by adding child display tags to the entity tag. The display tags have two valid values: self and regarding. The value self means that the
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entity itself is displayed. The value regarding means that the regarding object associated with the entity is displayed. It is possible for each entity to have a maximum of two display tags with the values self and regarding, in which case both the entity and the regarding objects are displayed, as shown below for entity type email.
<ac:screenpopRegarding> <ac:entity type="email"> <ac:display>self</ac:display> <ac:display>regarding</ac:display> </ac:entity> <ac:entity type="serviceappointment"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="task"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="fax"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="letter"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="appointment"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="service"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="serviceactivity"> <ac:display>self</ac:display> </ac:entity> <ac:entity type="campaignresponse"> <ac:display>self</ac:display> </ac:entity> </ac:screenpopRegarding>
It is also possible to have no display elements, in which case no screen pop occurs. However, the interaction will still appear in the agents call center screen. Note also that double-clicking the interaction in the Contact Center screen will bring up the entity itself, no matter what the configuration is. The filter and interaction tags are only valid for phone calls (entity type phonecall) at present. See the appropriate sections in Table 5 on page 86 for more details on these tags.
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Table 5: Media Routing Configuration Elements in Adapter.config

Element
ac:mediaRouting
Attribute Name N/A
Attribute Value N/A
Definition Main table that contains all media routing configuration through the queues, medias, and screenpopRegarding subtables.
ac:queues
N/A
N/A
Contains the mapping between Interaction Server queues and Microsoft CRM queues, along with the configuration for each queue pairing. Describes a link between a Microsoft CRM queue and Interaction Server queue. This element can have multiple instances. This element will contain a list of child entity elements which represent the entity types that should be routed from this queue. Note that this can only be either any type of activity (such as email, phonecall, and so on) or a case, as per Microsoft CRM queue description.
Each of these elements describes a type of Microsoft CRM entity.
ac:queue
crmQueueName
Name of the Microsoft CRM queue associated with this element. Name of the Interaction Server queue associated with this element.
interactionServer QueueName
ac:entity
type
Describes the type of Microsoft CRM entity. The value should correspond to the name of the entity in the Microsoft CRM schema (for example, phonecall or email). N/A
ac:medias
N/A
Contains a list of media names to be used when submitting interactions.
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Element
ac:media
Attribute Name
name
Attribute Value Name of the media to be used when submitting an interaction to Interaction Server. Name of the media as it is to be displayed in the Contact Center screen. N/A
Definition
displayname
Describes an individual media. This element contains a list of entity subelements that describe the associated entity types. Whenever a request is issued to Interaction Server about one of these entities, the media name of the contained media element is used. It is invalid to have the same entity configured for multiple configurations.
This element contains a list of entity elements. For each entity in the list, there is a list of display elements and filter elements. This allows the user to configure different screen pop possibilities for each entity type. If an entity is not present in the list, the default is to display the entity itself.
ac:screenpop Regarding
N/A
ac:display
N/A
N/A
Each of these elements can have one of two values: self or regarding. If the value is self, the entity itself is displayed on the screen pop. If the value is regarding, the regarding entity is displayed. Multiple display elements can be present, in which case both the regarding object and the entity itself should appear. If no display elements are specified for a given entity (if there is only an entity element with no display children) there is no screen pop for that entity type. The activity will always be created. Double-clicking the interaction in the interactions grid should bring it up.
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Element
ac:filter
Attribute Name N/A
Attribute Value N/A
Definition
If a filter is present, it adds an additional condition to evaluating the entity element. If the filter evaluates as false, the entity element is ignored. This means that there could be, for example, multiple entity type=phonecall elements with different filters. If there is no entity element for a particular type with a matching filter, the default screen pop of self is used. A filter element currently only contains an interaction element to filter based on interaction types. Filters are currently only supported for phonecalls. The filter evaluates as true if the entity to be popped has arrived with an interaction of the specified type.
ac:interaction
type
Type of interaction the display rules are valid for. Valid types are inbound and internal.
true, false
ac:EmailOptions
AutoAccept
If set to true, the Adapter will automatically accept all incoming open media interactions. If set to false, the user has the option to accept each incoming interaction manually.
AutoMarkDone
true, false
If set to true, the Adapter automatically marks done all incoming interactions as soon as they are accepted. This means that Genesys will stop monitoring the interaction as soon as it is accepted. If set to false, the user must click Mark Done manually.
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Changes to the g2mscrm_server.exe.config File

The g2mscrm_server.exe.config configuration file can be edited if any of the following elements change:
Adapter Application object name URL reference to the Microsoft CRM Server URL reference to the Genesys Configuration Server Adapter Service listen port
Changing the Adapter Application Object Name The name of the Adapters Application object is stored in a file called g2mscrm_server.exe.config located in the server directory. The relevant section of the g2mscrm_server.exe.config file is displayed below:
<adapter.platform> <cfgServer url=http://configservername:port1 application=AdapterMSCRM /> <crmServer url=http://crmservername:port2/> </adapter.platform>
where:
configservername represents the fully-qualified name of the Genesys
Configuration Server,
port1 represents the SOAP port number of the Genesys Configuration Server, AdapterMSCRM is an example of the current Application object name, crmservername represents the fully-qualified name of the Microsoft CRM
Server, and
port2 represents the port number of the Microsoft CRM Server and is detected automatically by the Genesys Installation wizard.
To change the Application object name for this Adapter, change AdapterMSCRM to a different text string (the same as the new application name).
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A modified g2mscrm_server.exe.config code sample for a change in Application object name to Adapter1forMSCRM is displayed below:
<adapter.platform> <cfgServer url=http://configservername:port1 application=Adapter1forMSCRM /> <crmServer url=http://crmservername:port2/> </adapter.platform>
Changing the URL Reference to the Microsoft CRM Server If the Microsoft CRM Server URL changes, the g2mscrm_server.exe.config file located in the server directory can be changed to include the updated information so that the Adapter does not have to be uninstalled and reinstalled to point to the new MS CRM Server. The relevant section of the g2mscrm_server.exe.config file is displayed below:
where:
port1 represents the port number of the Genesys Configuration Server for the
SOAP interface,
AdapterMSCRM is an example of the current Application object name, crmservername represents the fully-qualified name of the Microsoft CRM
Server, and
port2 represents the port number of the Microsoft CRM Server.
To change the URL reference to the Microsoft CRM Server, change the port2 value of http://crmservername:port2 to the appropriate port. For example, when originally installed, the Microsoft CRM Server location may have been identified as http://myCRMServer:80 as shown in the code sample below:
<adapter.platform> <cfgServer url=http://myConfigServer:2020 application=AdapterMSCRM /> <crmServer url=http://myCRMServer:80/> </adapter.platform>
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The modified g2mscrm_server.exe.config code sample for a change in Microsoft CRM Server location to http://myOtherCRMServer:90 is displayed below:
Changing the URL Reference to the Genesys Configuration Server If the Genesys Configuration Server URL changes, the g2mscrm_server.exe.config file located in the server directory can be changed to include the updated information so that the Adapter does not have to be uninstalled and reinstalled to point to the new Configuration Server. The relevant section of the g2mscrm_server.exe.config file is displayed below:
where:
port1 represents the port number of the Genesys Configuration Server, AdapterMSCRM is an example of the current Application object name, crmservername represents the fully-qualified name of the Microsoft CRM
Server, and
port2 represents the port number of the Microsoft CRM Server.
To change the URL reference to the SOAP interface of the Genesys Configuration Server, change the value of http:// configservername:port1 to the appropriate URL. For example, when originally installed, the SOAP interface of the Genesys Configuration Server may have been identified as http:// myConfigServer:2020 as shown in the code sample below:
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The modified g2mscrm_server.exe.config code sample for a change in Genesys Configuration Server location to http://myConfigServer:2220 is displayed below:
Changing the Adapter Service Listen Port The Adapter's service has an open TCP port for listening to client connections. The name of the Adapter service listen port is stored in a file called g2mscrm_server.exe.config located in the server directory. The relevant section of the g2mscrm_server.exe.config file is displayed below:
<system.runtime.remoting> <customErrors mode=off/> <application name=Genesys-MSCRM-Integration-Service> <channels> <channel ref=tcp port=9233 name=sspi> <serverProviders> <provider type= Genesyslab.Core.Runtime.Remoting.Security.SecurityServerChannelSink Provider, Genesyslab.Core.Runtime.Remoting.Security, Culture=neutral securityPackage=negotiate authenticationLevel=call /> <formatter ref=binary typeFilterLevel=Full /> </serverProviders> </channel> </channels> </application> </system.runtime.remoting>
where port is the specified value of the listen port.
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Changing the Adapter WinUI Client Component Configuration File

In this section, the relevant configuration file that affects the Adapter WinUI Client component is: Gscc.config
Changes to the Gscc.config File

The Gscc.config configuration file can be edited if any of the following elements change:
Reference to the Microsoft CRM Server name Reference to the Adapter installation folder Duration of a popup notification
Changing the Reference to the Microsoft CRM Server Name If the name of the Microsoft CRM Server changes, the Gscc.config file (located in the directory where the WinUI Client component is installed) can be changed to include the updated information so that the Adapter WinUI Client component (Contact Center Taskbar application) does not have to be uninstalled and reinstalled to point to the new Microsoft CRM Server. The relevant section of the gscc.config file is displayed below:
<configuration> ... <ServerName>http://crmservername</ServerName> ... </configuration>
where:
crmservername represents the current fully-qualified name of the Microsoft
CRM Server.
To change the reference to the Microsoft CRM Server, change the value of crmservername to the appropriate name. For example, when originally installed, the Microsoft CRM Server may have been identified as myCRMServer as shown in the code sample below:
<configuration> ... <ServerName>http://myCRMServer</ServerName> ... </configuration>
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The modified gscc.config code sample for a change in Microsoft CRM Server name to NewNameOfCRMServer is displayed below:
<configuration> ... <ServerName>http://NewNameOfCRMServer</ServerName> ... </configuration>
Changing the Reference to the Adapter Installation Folder The Adapter WinUI Client component (Contact Center Taskbar application) needs to have access to the Adapter Server component. Therefore, the Gscc.config file (located in the directory where the WinUI Client component is installed) contains a reference to the folder containing the Adapter installation on the Microsoft CRM Server. If this folder changes, for example, because the Adapter is reinstalled to a different folder or the Microsoft CRM software and the Adapter software are moved to another path or server, the configuration file can be changed to include the updated information so that the Adapter WinUI Client component (Contact Center Taskbar application) does not have to be uninstalled and reinstalled to point to the new folder for the Adapter Server component.
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The relevant section of the Gscc.config file is displayed below:

<configuration> ... <WebApplicationVirtualFolder>foldername </WebApplicationVirtualFolder> ... </configuration>
where:
foldername is the name of the folder that contains the Adapter Server component files on the Microsoft CRM Server.
To change this folder name, change the value of foldername to the appropriate name. For example, when originally installed, the Adapter Server component resides in a folder called Genesys-MSCRM_Integration as shown in the code sample below:
<configuration> ... <WebApplicationVirtualFolder>Genesys-MSCRM_Integration </WebApplicationVirtualFolder> ... </configuration>
The modified gscc.config code sample for a change in the Adapter Server components installation folder name to AdapterFolder is displayed below:
<configuration> ... <WebApplicationVirtualFolder>AdapterFolder </WebApplicationVirtualFolder> ... </configuration>
Changing the Duration of a Popup Notification When an incoming call arrives with the Contact Center Taskbar application running, a popup notification box appears out of the Windows taskbar with basic call data. The length of time that this notification box remains visible is configurable both in the Taskbar applications Settings dialog box and in the Gscc.config file located in the directory where the WinUI Client component is installed. The default value for this option is 16 seconds.
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Incoming Call Activity Customization
The relevant section of the Gscc.config file is displayed below:

<configuration> ... <PopupFormCloseTimerInterval>16 </PopupFormCloseTimerInterval> ... </configuration>
To change this value, change the value between the <PopupFormCloseTimerInterval> and </PopupFormCloseTimerInterval> tags. For example, a modified gscc.config code sample for a change in the popup notification timer value to eight (8) seconds is displayed below:
<configuration> ... <PopupFormCloseTimerInterval>8 </PopupFormCloseTimerInterval> ... </configuration>

When a new call comes in to an agent from a customer or from another Microsoft CRM user or agent, the Adapter creates a new activity in MS CRM and fills some or all of the following fields, depending on the available information about the call:
Call Initiator Phone Number Direction Subject Main Regarding The goal of this process is to display relevant information about the caller to the agent. The information is obtained from various attributes of the call, such as: Attached UserData of the call ANI OtherDN
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Note: Throughout this section, the terms attached data, attached UserData, and UserData are used interchangeably and designate the UserData attribute of the call, Information in UserData is analyzed and used for finding business objects in the Microsoft CRM database. The information that is found is shown in the incoming call popup window. This process starts each time a new call arrives (Genesys T-Server EventRinging).
Integration of UserData with Incoming Call Popup Window

Note: The Adapter makes use of UserData, and Consult and Internal calls originating with the Adapter include such data. Genesys products that have access to the UserData of the call can affect the behavior of the incoming call activity and pass some useful information to the agent. These products include Genesys Universal Routing, as well as Interactive Voice Response (IVR) platforms. An example of what can be done is described in Example of Passing Information to the Agent via UserData (in Genesys Universal Routing) on page 104. If some information about the customer is gathered before the call is routed to the agent, you can add this to the attached data. The Adapter will examine the data, try to find the appropriate object in the Microsoft CRM database, and if it succeeds, will deliver the information that is found to the agent. Currently, information on two types of objects can be passed in UserData:
Call Initiator Regarding The format of the UserData that needs to be added is described in Structure of Operational UserData on page 102. Detailed information on the algorithm for filling out the fields of an incoming call activity is available in the next section.
Algorithm for Finding Required Information

An algorithm was developed to attempt to match call data to Microsoft CRM records and to fill the fields listed in the previous section. This section briefly describes this algorithm. In general, the algorithm analyzes incoming call attributes and functions in the following way to:
Step 1: Examine attached UserData Step 2: Examine the CallType attribute
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Step 3: Examine the ANI attribute and search for a match in Accounts, Contacts, or Leads Step 4: Examine the OtherDN attribute and try to find a system user The algorithms flow is depicted in Figure 30 on page 98.
Step 1. Analyze User Data. Search business objects in MS CRM database
Start
Is Valid UserData
Yes
No Step 3. Examine ANI and search Accounts, Contacts and Leads
Step 2. Call Type
Inbound
Consult/Internal
Step 4. Examine OtherDN attribute and search System User
Cant find anything
Finish
Success
Figure 30: Algorithm Flow
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Step 1: Examine Attached UserData

The first step that the algorithm performs is to examine the attached UserData accompanying the incoming call. If this UserData is complete, the information is analyzed, and the corresponding fields of the activity are filled. If there is no UserData, or if the UserData is incomplete or does not conform to the expected schema as described in Structure of Operational UserData on page 102, the algorithm moves to Step 2. For more detailed information on how to use attached data to influence the content of a popup message box (incoming activity) see Structure of Operational UserData on page 102.
Step 2: Examine the CallType Attribute

The CallType attribute determines the nature of the incoming call. It identifies the call as:
Inbound (from an outside source) Consult (from another MS CRM user or agent, or agent on a different switch) Internal (direct call from an agent on the same switch) If the call is identified as inbound, the algorithm moves to Step 3. If the call is identified as consult or internal, the algorithm skips Step 3 and moves ahead to Step 4.
Step 3: Examine the ANI Attribute and Search for a Match in Accounts, Contacts, or Leads
The ANI attribute shows the phone number of the caller (it only has digits and no other types of characters). Usually, phone numbers are stored in the Microsoft CRM database in a certain format (for example, [(408) 9131313]).To find the object in the Microsoft CRM database correctly, the Adapter transforms the ANI number according to how ANI Format is configured in the Adapter.config file. See ANI Format: on page 79 for details. Next, the algorithm requests a search in MS CRM Accounts, Contacts, and Leads records that have phone numbers, looking for a match with the contents of the ANI attribute. If a match is found in any of these records, the incoming activity will contain the found Call Initiator and his or her Phone Number.
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Note: If several records match the ANI attribute, the first record found is the record whose information is displayed in the incoming call popup window. If no match is found, the algorithm moves to Step 4.
Step 4: Examine the OtherDN Attribute and Try to Find a System User
If the CallType attribute identifies this call as consult or internal, or if no match is found using the ANI attribute, the algorithm examines the OtherDN attribute. For a consult call, the OtherDN attribute contains the number of the transferring (consult) agent. For an internal call, the OtherDN attribute contains the number of the calling party. The algorithm requests a search for a Microsoft CRM user who has a phone number that precisely matches the ANI or OtherDN attribute information. If a match is found, the incoming call activity will contain the found user as
Call Initiator.
If no match is found, the algorithm assumes that no matching record exists and displays the incoming call popup for a new, unidentified caller.
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Activity Fields for Incoming Call Types

The information in this section shows the activity fields and how they are filled for each type of incoming call discussed in the previous section.
Incoming Call (With Valid UserData)

This is the use case that corresponds to IVR and Universal Routing integration with the Gplus Adapter for Microsoft CRM. Table 6: Activity Fields and Data Fill, Incoming Call (Valid UserData)
Activity Field Call Initiator Phone Number Direction Subject Main Regarding Data Fill Call initiator data is found in the MS CRM database based on fields in UserData.
ANI (if empty, OtherDN)
Incoming
[Not Specified]
Attached data for the call Regarding data is found in the MS CRM database based on fields in UserData.
Incoming Call (No UserData)

Table 7: Activity Fields and Data Fill, Incoming Call (No UserData)
Activity Field Call Initiator Phone Number Direction Subject Main Regarding Data Fill Found by ANI parameter
ANI (if empty, OtherDN)
Incoming
[Not Specified]
Attached data for the call Empty
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Consult Call
Table 8: Activity Fields and Data Fill, Consult Call
Activity Field Call Initiator Data Fill Call Initiator from original activity (if the main call is inbound) or Call Recipient from original activity (if the main call is outbound) Phone Number from original activity Incoming Subject from original activity Attached data for the call Regarding from original activity
Phone Number Direction Subject Main Regarding
Internal Call
Table 9: Activity Fields and Data Fill, Internal Call
Activity Field Call Initiator Phone Number Direction Subject Main Regarding Data Fill Call Initiator from original activity. Activity info is always attached as user data. Phone Number from original activity. Incoming Subject from original activity, or emptya Attached data for the call Regarding from original activity, or emptya
Structure of Operational UserData

All operational Microsoft CRM related data attached to the call is stored in the key/value pair __MicrosoftCRM in the UserData attribute, where the value has key/value list type (kv-list). The Adapter uses this operational data for popup activity logic, but does not display the data to the agent. It may contain one or more of the following pairs (see the schema below):
CallInitiator business data kv-list Regarding business data kv-list
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Note: When the call is transferred, for the consult call, old data located in the __MicrosoftCRM key is substituted for the new gathered data. If the T-Servers option consult-user-data is set to joint, and main and consult calls share common user data, data located inside the __MicrosoftCRM key will be changed in the main call as well.
<MicrosoftCRM-UserData> ::= key __MicrosoftCRM value(<MicrosoftCRM>) <MicrosoftCRM> ::= [key CallInitiator value(<CallInitiator-Account> <CallInitiator-Contact> | <CallInitiator-Lead>)] [key Regarding value(<Regarding-Account> | <Regarding-Contact> | <Regarding-Lead> | <Regarding-Invoice> | <Regarding-Opportunity> | <Regarding-Quote> | <Regarding-Salesorder> | <Regarding-Incident> | <Regarding-Contract>)] <CallInitiator-Account> ::= key objecttype value(account) key (accountnumber | name) value(<string>) <CallInitiator-Contact> ::= key objecttype value(contact) key (fullname | lastname) value(<string>) <CallInitiator-Lead> ::= key objecttype value(lead) key (fullname | lastname | subject | company) value(<string>) <Regarding-Account> ::= key objecttype value(account) key (accountnumber | name) value(<string>) <Regarding-Contact> ::= key objecttype value(contact) key (fullname | lastname) value(<string>) <Regarding-Lead> ::= key objecttype value(lead) key (fullname | lastname | subject | company) value(<string>) <string> ::= any string <Regarding-Invoice> ::= key objecttype value(invoice) key (fullname | lastname | subject | company) value(<string>) <Regarding-Opportunity> ::= key objecttype value(opportunity) key (fullname | lastname | subject | company) value(<string>) <Regarding-Quote> ::= key objecttype value(quote) key (fullname | lastname | subject | company) value(<string>) <Regarding-Salesorder> ::= key objecttype value(salesorder) key (fullname | lastname | subject | company) value(<string>) |
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<Regarding-Incident> ::= key objecttype value(incident) key (fullname | lastname | subject | company) value(<string>) <Regarding-Contract> ::= key objecttype value(contract) key (fullname | lastname | subject | company) value(<string>)
Note: String literals in single quotes such as lastname and accountnumber conform to the schemas defined for Account, Contact, and Lead Microsoft CRM entities. Look for Object Schemas defined on the Microsoft Developer Network (MSDN) website in the Reference section for the Microsoft CRM product.
Example of Passing Information to the Agent via UserData (in Genesys Universal Routing)
The following is an example of using attached data to influence the information in the popup message box (incoming activity). The example shows a Genesys Universal Routing strategy that uses attached data integration with the Gplus Adapter for Microsoft CRM. Additional data is attached to the call according to the format, which is described in Structure of Operational UserData on page 102. In this sample strategy, the following information is added (in kv-list view) as shown in Table 10. Table 10: Information Added to Attached Data
Information
Callinitiator is a Contact and lastname is Berch.
UserData
__MicrosoftCRM callinitiator objecttype : contact lastname : Berch __MicrosoftCRM regarding objecttype : account name : Active Cycling
Regarding is an Account and name is Active Cycling.
Note: Refer to the Universal Routing 7 Interaction Routing Designer Help and the Universal Routing 7 Routing with MCR Reference Manual for details on creating strategies. The steps in the current section show a sample strategy segment only.
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Using the Interaction Routing Designer tool, you will add four function operators to your strategy. Each operator corresponds to one key/value pair from the UserData column in Table 10. 1. Add a new function to your strategy as shown in Figure 31 on page 105.
Figure 31: Use Interaction Routing Designer to Add a New Function
2. Double-click the function icon to open its Function Properties dialog box as shown in Figure 32 on page 106.
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Figure 32: Function Properties Dialog Box
3. As shown in Figure 32, select All Functions under Type, Attach under Name, and click Add. 4. In the Expression field, complete the expression for the first key/value item that was given in Table 10 on page 104, as shown in Figure 32:
Attach[__MicrosoftCRM.Callinitiator.objecttype,contact]
5. Click OK. The function has been added to the strategy, as shown in Figure 33 on page 107.
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Figure 33: Attach Function Added to Strategy
6. Repeat Steps 1 through 5 for each of the other three key/value items from Table 10 on page 104. Substitute the following expressions in turn each time you reach Step 4:
Attach[__MicrosoftCRM.Callinitiator.lastname,Berch] Attach[__MicrosoftCRM.Regarding.objecttype,account] Attach[__MicrosoftCRM.Regarding.name,Active Cycling]
At the conclusion of this procedure, the Interaction Routing Designer window will appear similar to Figure 34 on page 108.
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Structure of Attached Media UserData
Figure 34: All Attached Data Functions Added to Strategy
This concludes the example.
Structure of Attached Media UserData

Media interactions have a different structure than telephony interactions for attached UserData (also see Table 11 on page 109):
<MicrosoftCRM-UserData> ::= key '__MicrosoftCRM' value ( <MicrosoftCRM> ) <MicrosoftCRM> ::= key 'Media_Routing' value ( <Media_Routing> ) <Media_Routing> ::= key 'Entities' value ( <Entities> ) key 'History' value ( <History> ) <Entities> ::= key 'Activity' value ( <Activity> ) key 'Regarding' value ( <Regarding> ) <Activity> ::= key 'activityid' value ( <string> ) key 'entitytype'value ( <string> ) [key 'subject' value ( <string> ) | ] <Regarding> ::= key 'objectid' value ( <string> ) <History> ::= key 'LastCRMQueue' value ( <string> )
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Custom Entities and Attributes
Table 11: Activity Fields and Data Fill, Media Interactions

Activity Field
activityid entitytype subject objectid LastCRMQueue
Data Fill CRM activity id CRM activity type Activity subject (if activity contains a subject) Regarding object id Last CRM queue name assigned to activity

Custom entities are valid regarding objects that can be referenced in attached data. For example, let's say a new custom entity was created called new_customentitybicycle. The following would be valid attached data that will cause popup logic to search for a new_customentitybicycle entity with the name Some Bicycle:
__MicrosoftCRM regarding objecttype : new_customentitybicycle name : Some Bicycle
In order for this to work, the ac:regarding_search_attributes has to contain information about the custom entity. So for the example above, the following needs to be present in the table:
<ac:object name = "new_customentitybicycle" typecode="10000"> <ac:attr name="name"/> </ac:object>
Note: The TypeCode in the example above is for illustration purposes only and is not necessarily valid. See Obtaining the TypeCode for Custom Objects on page 81 for information on how to retrieve TypeCodes for custom entities. Note also that if custom attributes are present for any entity type (Custom or standard entities can have custom attributes) they are searchable by the screen pop logic. However, the custom attribute has to be added to the entity's table in the regarding_search_attributes table. Also, when setting up new attributes in Microsoft CRM, note that the Adapter only searches attributes of type nvarchar.
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Example Custom Attribute Configuration

Assume that we add a custom attribute test of type nvarchar to account (refer to Microsoft CRM documentation for steps on how to do this). During the Microsoft CRM configuration we specify its schema name (such as New_test) and display name. We need to configure the following in Adapter.config:
<ac:object name = "account" typecode="1"> <ac:attr name="accountid"/> <ac:attr name="accountnumber"/> <ac:attr name="name"/>  <ac:attr name="New_test"/> </ac:object>
Now, the test attribute is searchable using attached data... So for example:
__MicrosoftCRM regarding objecttype : account New_test : some value
This will cause popup logic to try to find an account which has a New_test attribute set to some value.
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Appendix
Media Routing Support

This appendix provides an overview of the media routing support that is new to the 7.2 release of the Gplus Adapter for Microsoft CRM. The appendix contains the following sections: Genesys Media Interaction Processing, page 111 Genesys Media Routing and Microsoft CRM Email Integration, page 113 Genesys Media Routing of Queued Entities, page 118 Configuration, page 119
Genesys Media Interaction Processing

This section describes the Genesys infrastructure necessary to route an interaction to an agent. Genesys email is not used for this operation because the storage and processing of email is already done by Microsoft CRM. Genesys routes an interaction of a custom media type. This section describes the components necessary for this operation, as well as the progress of such interactions once they are in the system. The integration between Genesys and Microsoft CRM will be discussed in later sections.
Genesys Components
The Genesys components involved in interaction routing are:
Interaction Server Router StatServer Genesys Integration Server Agent Desktop The subsections below describe the function of each component.
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Appendix B: Media Routing Support
Genesys Media Interaction Processing
Interaction Server
The Genesys Interaction Server provides interaction handling for various media types. An interaction is originally submitted to Interaction Server before any processing of the interaction occurs.
Router
The Router will process an interaction that has arrived in Interaction Server and determine the correct target for routing based on a routing strategy. It will then route the interaction to the target.
StatServer
StatServer is used by the Router for the process of picking an available target for routing. For example, a strategy might check a particular statistic from StatServer for use as the basis for a particular target choice.

Once the interaction has been routed, the Genesys Integration Server will receive the appropriate event, such as, for example, an EventRinging on one of the Medias in an agents Place. It will then notify an agent desktop application of the event received.
Agent Desktop
An Agent Desktop application will receive notification that the interaction has been received, and will allow the agent to perform actions on the interaction (for example, accept it, or submit it back to a queue for re-routing).
Interaction Workflow
Generally, there are two places an interaction can reside within the Genesys system during its lifetime:
An interaction could be queued in Interaction Server. This actually represents a complex state which encompasses an interaction being in an Interaction Server queue or at a routing point, depending on the configured workflow. For our purposes, we always refer to this complex state as Queued, since the particulars are not important. An interaction could also be at an agents Place, which in Interaction Server terms refers to an agents workbin. If an interaction has been marked done only then does it leave the system.
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Genesys Media Routing and Microsoft CRM Email Integration
There are currently three operations that an agent can perform with an interaction. The list of operations and their corresponding effects are described in Table 12. Table 12: Possible Agent Action On Received Interaction
Agent Action
Accept MarkDone
Effect Accepts the interaction for processing
Indicates that the interaction has been processed and no longer requires any action from any Genesys component. Rejects the interaction and causes it to be routed back to the Interaction Server queue from which it came. The routing scenario is then repeated.
Reject

The goal of the integration of Genesys Media Routing and Microsoft CRM Email is to provide users of Microsoft CRM with the ability to utilize Genesys routing capabilities on email. This integration synchronizes the workflow of email in the Genesys system with Microsoft CRM email workflow. It is important to establish the terminology for integrating email processing in this system. On the Microsoft CRM side, an email is represented by an activity. On the Genesys side, an email is represented by an interaction. The Genesys system contains a link between each activity and its corresponding interaction. This link is the basis for the integration. Note also that we assume that the Gplus Adapter for Microsoft CRM is the primary user interface that deals with agent interactions. That is, at present, we do not account for applications other than the Adapter handling interactions at the same time as the Adapter.
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Integration
This section contains some advanced technical information, and discusses the manner in which synchronization between a Microsoft CRM email activity and the corresponding Genesys interaction should occur.
Synchronizing Lifetime
First, knowledge notification of an email occurs in Microsoft CRM. An email comes to an exchange mailbox associated with a Microsoft CRM queue and a corresponding activity is created in Microsoft CRM. After the email has been created it can go through a number of different states. These states are immaterial for the purposes of lifetime synchronization. It is, however, important to note that an activity may be deleted at any point during its lifetime, regardless of its state. This deletion can also occur either while the activity is in a public queue or after it has been routed to an agents private queue. The Adapter is responsible for tracking creation and deletion of an email activity and synchronizing the state accordingly in the Genesys system.
Synchronizing Location
Both the Genesys and Microsoft CRM systems have certain locations in which an interaction or activity, respectively, can be. The location of the activity or interaction is dependent on various actions that can be performed by either the human users of the system or the systems themselves. Table 13 shows the mapping of Microsoft CRM activity locations to Genesys interaction locations. Table 13: Mapping of Microsoft CRM Locations of Activity to Genesys Locations of Interaction
Microsoft CRM Activity Location
Public Queue Assigned Queue In Progress Queue Attached only to User
Genesys Interaction Location Interaction Server queue
Agent Place Agent Place N/A
Synchronizing the location of activities and interactions is a main responsibility of the the Gplus Adapter 7.2 for Microsoft CRM. Table 14
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shows which component reacts to a particular action, and the steps it needs to take to synchronize activity and interaction locations. Table 14: Synchronization Actions
Action Actor System CRM User Resulting MSCRM Activity Location MSCRM Public Queue MSCRM Public Queue Resulting Genesys Interaction Location Interaction Server Queue Interaction Server Queue
Action
Steps for Synchronization
MSCRM Create email activity in queue MSCRM Assign activity to queue
Submit interaction to Interaction Server
CRM User
If the corresponding interaction is currently in the Genesys system, issue TransferToQueue request to Genesys Integration Server. Otherwise, submit interaction to Interaction Server.
Stop processing
CRM User
MSCRM Assign activity to user from Public Queue MSCRM Assign activity to user from another agents private queue MSCRM Delete activity Genesys Accept incoming activity Reject incoming activity
Target users Assigned queue Target users Assigned queue
Agent Place
CRM User
Agent Place
Stop processing
CRM User CRM User
None Users In Progress queue MSCRM Public Queue
None Agent Place
Issue stop processing request to Interaction Server
Upon successful completion of the Accept request, move activity into users In Progress queue in Microsoft CRM. Upon successful completion of the Reject request, move activity into the Public Queue from which it originally came.
CRM User
Genesys
Interaction Server Queue
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Table 14: Synchronization Actions

Action Actor System CRM User Genesys Resulting MSCRM Activity Location The In Progress queue of the user who is the target of the transfer None (remains assigned to the CRM user, but is no longer in any queue) Resulting Genesys Interaction Location Agent Place
Action
Steps for Synchronization
Transfer activity
Upon successful Complete Transfer, move the activity into the transfer targets In Progress queue.
CRM User
Genesys
Mark Done
None
Detach the activity from the In Progress queue.
Note that an email activity will already be in the completed state when it arrives, so Microsoft CRM does not provide a Save as Completed button. For other activity types, however, it may be necessary to act upon such a Completed status change within Microsoft CRM.
Interaction States
Microsoft CRM activity states are not adequate for the additional functionality that Genesys has added. For this reason, several custom states have been created. These states are displayed in the Microsoft CRM Activity window and supplement the existing activity states: Delivering Queued Handling Completed
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The additional custom activity states have a direct mapping to interaction states received from Genesys Integration Server as well as to the requests which have prompted these events. Table 15 shows this relationship. Table 15: Mapping Genesys Integration Server Interaction States to Custom Activity States
Genesys Integration Server Interaction State
RINGING ESTABLISHED IDLE (as a result of Reject)
Gplus Adapter Interaction State

Delivering Handling Queued Queued Completed
IDLE (as a result of Transfer to Queue) IDLE (as a result of Mark Done)
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Genesys Media Routing of Queued Entities

There are several other entities that can move between queues in the same way as email activities. It is necessary for our system to be able to route these entities just as we route activities.
Common Implementation
The location and lifetime synchronization of all entities in queues is essentially the same as for email activities. The only difference is the method of arrival of these activities in the queue; they are assigned by a user instead of being created by the system as email activities are. The actions in Table 14 on page 115 are applicable for the purposes of tracking the activity. In addition, interaction states are also the same for these entities (Table 15 on page 117). The main difference, therefore, is in handling the states of each individual activity type. The sections below describe the possible states for the given entity types as well as necessary steps to synchronize these states with the Genesys system.
Task, Fax And Letter Activities

Completed and Cancelled states are the terminal states for these activity types.
Once these states are reached, no further state changes are possible. A Mark Done request is sent to Genesys on a state change to Completed.
Appointment and Service activities

Only the Completed state is a terminal state for these activities. An activity can be reactivated from a Cancelled state. A Mark Done request is sent to Genesys on a state change to Completed.
Campaign Response Activity

There is no terminal activity state. An activity can be brought back to Open at any time. A Mark Done request is sent to Genesys on a state change to Closed.
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Configuration
Case entity
The case entity is the only kind of queue entity is that is not an activity. Therefore, its states are slightly different: New Active Resolved Cancelled There are no terminal states for the case entity. A Mark Done request is sent to Genesys on a state change to Resolved.
Phone Call
The phone call activity is a special case in that we have a separate system for phone calls, and yet phone call activities can be assigned to queues just like other activity types. The Adapter does not react when a phone call is assigned to a queue.
Configuration
The Adapter needs to retrieve data from both the Genesys Configuration Server and the Adapter.config configuration file.
Genesys Configuration Server

The Gplus Adapter application configured in Genesys Configuration Manager is used to retrieve relevant data. Table 16 on page 120 contains a list of the configuration items the Adapter needs from Configuration Manager, and what the Adapter does with each item.
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Configuration
Table 16: Configuration Manager Items and Their Use

Configuration Manager Item Connection to Interaction Server Adapter Action
The Adapter looks for this connection. If present, connection to Interaction Server is established. If the connection fails, the Adapter works without media routing support. Continuous attempts to re-establish the connection are made based on the reconnect timeout and reconnect attempts parameters in Configuration Manager. The reconnect attempts should not influence Adapter functionality until a connection is established. Media types referred to in the configuration file should be configured in Configuration Manager. See Configuring for Media Routing on page 58 in Chapter 4.
Media types
Configuration File
The Adapter.config configuration file contains the mapping between Microsoft CRM queues and Interaction Server queues. Please refer to Media Routing Options on page 83 and Table 5, Media Routing Configuration Elements in Adapter.config, on page 86 for specific details about configuration of media routing options and the definitions of media routing elements.
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Configuration
Dynamic Changes
The Adapter reacts if the configuration file is changed while the Adapter is running. Table 17 on page 121 contains a list of sections available in the configuration file, along with the behavior of the Adapter on dynamic update.
Table 17: Dynamic Configuration Change Behavior

Section (Subtable)
queues
Dynamic Update Behavior
The queue mapping table will be reloaded if any change occurs in this section. The new configuration becomes available immediately. No dynamic update is supported. If any change occurs in this section, the list will be reloaded and become available immediately.
medias screenpopRegarding
Customers new to both Genesys products and to Microsoft CRM have a decision to make about how they wish to install and deploy both sets of software applications. The following is one recommendation, other sequences are possible as well:
121
Configuration
122
Gplus Adapter 7.2
Appendix
Deployment Scenarios
This appendix introduces some common deployment scenarios for the Gplus Adapter 7.2 for Microsoft CRM. The appendix contains the following sections: Scenario 1: Microsoft CRM Customer, New to Genesys, page 123 Scenario 2: Genesys Framework Customer, New to Microsoft CRM, page 124 Scenario 3: New Genesys and Microsoft CRM Customer, page 124
Scenario 1: Microsoft CRM Customer, New to Genesys

Customers who already have Microsoft CRM installed and running, and who are new to Genesys products, should proceed in the following manner: 1. Install Genesys Framework 7.1 or 7.2 as described in the Genesys Framework documentation.
2. Install Genesys Integration Server. 3. Install and configure the Gplus Adapter 7.2 for Microsoft CRM as described in this Deployment Guide. 4. Set up Persons, Places, Queues, and so on in Configuration Manager based on the values in Microsoft CRM. Refer to Assuring a Link in User Properties Between Genesys and Microsoft CRM on page 71 for Extension and ACD Position information that is important to attend to when importing user records from Microsoft CRM.
123
Appendix C: Deployment Scenarios
Scenario 2: Genesys Framework Customer, New to Microsoft CRM
Scenario 2: Genesys Framework Customer, New to Microsoft CRM

Existing Genesys Framework customers who do not have Microsoft CRM installed (but who are intending to use MS CRM), should proceed in the following manner: 1. Upgrade to Genesys Framework 7.1 or 7.2 as described in the Genesys Framework documentation and the Genesys 7 Migration Guide if you are using an earlier version of Framework.
2. Install and configure Microsoft CRM according to the instructions in Microsofts documentation. 3. Set up your organization, business units, and so on, as described in the Microsoft CRM documentation. 4. Install Genesys Integration Server. 5. Install and configure the Gplus Adapter 7.2 for Microsoft CRM as described in this Deployment Guide. 6. Set up Microsoft CRM users as described either in the Microsoft CRM documentation, or in Genesys Agent Role on page 69. 7. Import data from Genesys Configuration Manager into Microsoft CRM. Refer to Assuring a Link in User Properties Between Genesys and Microsoft CRM on page 71 for information that is important to attend to when importing Configuration Manager data into Microsoft CRM.
Scenario 3: New Genesys and Microsoft CRM Customer

Customers new to both Genesys products and to Microsoft CRM have a decision to make about how they wish to install and deploy both sets of software applications. The following is one recommendation, other sequences are possible as well: 1. Install Genesys Framework 7.1 or 7.2 as described in the Genesys Framework documentation.
2. Install and configure Microsoft CRM according to the instructions in Microsofts documentation. 3. Set up your organization, business units, and so on, as described in the Microsoft CRM documentation. 4. Install Genesys Integration Server. 5. Install and configure the Gplus Adapter 7.2 for Microsoft CRM as described in this Deployment Guide.
124
Gplus Adapter 7.2
6. Set up Microsoft CRM users as described either in the Microsoft CRM documentation, or in Genesys Agent Role on page 69. 7. Import data from Genesys Configuration Manager into Microsoft CRM. Refer to Assuring a Link in User Properties Between Genesys and Microsoft CRM on page 71 for information that is important to attend to when importing Configuration Manager data into Microsoft CRM.
125
126
Gplus Adapter 7.2
Index
A
Adapter architecture . . . . . . . . . . . . . . . . . 18 Adapter.config . . . . . . . . . . . . . . . . 76 ActivityFields . . . . . . . . . . . . . . . . 82 ani_objects_to_search . . . . . . . . . . . 79 AutoAccept . . . . . . . . . . . . . . . . . 83 AutoAnswerOnRinging . . . . . . . . . . . 82 AutoMarkDone . . . . . . . . . . . . . . . 83 consult_copy_attribs. . . . . . . . . . . . . 79 EmailOptions . . . . . . . . . . . . . . . . 83 inbound_search_attributes . . . . . . . . . 80 Media Routing Options . . . . . . . . . . . 83 medias. . . . . . . . . . . . . . . . . . . . 84 PhonePriorities . . . . . . . . . . . . . . . 77 queues. . . . . . . . . . . . . . . . . . 61, 83 regarding_search_attributes. . . . . . . . . 80 screenpopRegarding . . . . . . . . . . . . 84 SwitchCapabilities . . . . . . . . . . . . . . 82 UserPhonesLookup . . . . . . . . . . . . . 78 VoiceOptions . . . . . . . . . . . . . . . . 82 Advanced Configuration . . . . . . . . . . . 75 Agent Group . . . . . . . . . . . . . . . . . 59 agent logins . . . . . . . . . . . . . . . . . 70 Agent State Controls . . . . . . . . . . . . . 15 ANI attribute . . . . . . . . . . . . . . . . . 99 Application creating and configuring . . . . . . . . . . . 27 Application Template importing. . . . . . . . . . . . . . . . . . . 27 Audience defining . . . . . . . . . . . . . . . . . . . 8
C
CallType attribute . . . . . . . . . . . . . . . 99 Capacity Rules. . . . . . . . . . . . . . . . . 59 Chapter Summaries defining . . . . . . . . . . . . . . . . . . . . 8 compatibility overview . . . . . . . . . . . . . 21 Configuration advanced topics. . . . . . . . . . . . . . . 75 Configuration files . . . . . . . . . . . . . . . 75 configuration options ANIFormat . . . . . . . . . . . . . . . . . 55 AutoLogin . . . . . . . . . . . . . . . . . . 55 AutoSaveActivity . . . . . . . . . . . . . . 55 Gplus Adapter section . . . . . . . . . . . 55 ReleaseOnSignout . . . . . . . . . . . . . 55 SaveOutgoingActivityEvent . . . . . . . . . 56 ShowACW . . . . . . . . . . . . . . . . . 56 ShowLoginAndLogout . . . . . . . . . . . 56 StatusOnLogin . . . . . . . . . . . . . . . 56 UI section . . . . . . . . . . . . . . . . . . 56 UseRoleForAgents . . . . . . . . . . . 56, 69 Configuring for Email Tracking. . . . . . . . . 70 Connections tab . . . . . . . . . . . . . . 54, 57 Contact Center Taskbar application . . . . . . 17
D
Document conventions . . . . . version number . . . Document conventions Document errors commenting on . . . . . . . . . . . . . . . .9 . . . . . . . . . . . . .9 . . . . . . . . . . . . 9 . . . . . . . . . . . . 10
B
Brackets angle. . . . . . . . . . . . . . . . . . . . . 10
E
Email tracking . . . . . . . . . . . . . . . . . 70 Enterprise Routing . . . . . . . . . . . . . . . 23
127
Index
F
Feature Overview . . . . . . . . . . . . . . 14 Features key. . . . . . . . . . . . . . . . . . . . . . 15 Framework . . . . . . . . . . . . . . . . . . 23
Media Routing configuration . Media Routing Support . . . Media Type . . . . . . . . . Microsoft Solutions. . . . . .
. . . .
. . . .
. . . .
. . . .
. . . .
. . . .
. . . .
. . . .
. 58 111 . 59 . 58
O
Options tab. . . . . . . . . . . . . . . . . . . 54 OtherDN attribute . . . . . . . . . . . . . . 100
G
g2mscrm_server.exe.config . . . . . . . . . 89 Adapter Application Object Name . . . . . . 89 Adapter Service Listen Port . . . . . . . . . 92 URL Reference to the Genesys Configuration Server . . . . . . . . . . . . . . . . . . . 91 URL Reference to the Microsoft CRM Server . 90 Genesys Agent . . . . . . . . . . . . . . . . 69 Genesys Agent Role . . . . . . . . . . . . . 69 Genesys Agent role . . . . . . . . . . . . . 16 Genesys Configuration Manager. . . . . . . 54 Genesys Integration Server . . . . . . . . . 23 Genesys-MSCRM-Integration-Service . . . . 76 Gplus Adapter architecture . . . . . . . . . . . . . . . . . 18 configuration options . . . . . . . . . . . . 54 Genesys applications . . . . . . . . . . . . 23 hardware requirements, for WinUI Client . . 23 hardware requirements, server . . . . . . . 23 installing . . . . . . . . . . . . . . . . . . . 29 network requirements . . . . . . . . . . . . 22 software requirements . . . . . . . . . . . . 22 supported switch support . . . . . . . . . . 24 uninstalling . . . . . . . . . . . . . . . . . 44
P
Passing Information to the Agent persons . . . . . . . . . . . . . positions and extensions. . . . . Preface . . . . . . . . . . . . . Properties dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 . 70 . 70 . 7 . 54
Q
Queues synchronizing . . . . . . . . . . . . . . . . 61
R
Routing Solutions . . . . . . . . . . . . . . . 59
S
Screen Pop . . . . . . . . . Structure of User Data . . . . supported hardware/software Synchonizing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 102 . 21 . 61
I
Incoming Call Activity . . . . . . . . . . . . 96 activity fields . . . . . . . . . . . . . . . . 101 algorithm. . . . . . . . . . . . . . . . . . . 97 algorithm, flow . . . . . . . . . . . . . . . . 98 integration . . . . . . . . . . . . . . . . . . 97 InstallShield . . . . . . . . . . . . . . . .29, 31 Interaction Routing Designer . . . . . . . . . 105 Interaction Server . . . . . . . . . . . . . . 23
T
Telephony Functions . template file . . . . . Tenants tab . . . . . T-Server . . . . . . . Typographical styles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 . 27 . 54 . 23 . 9
L
log file deletion . . . . . . . . . . . . . . .45, 48 Login Options . . . . . . . . . . . . . . . . 16
U
UserData. . . . . . . . . . . . . . . . . . . . 99
M
Media Routing . . . . . . . . . . . . . . . . 15
V
Version numbering document . . . . . . . . . . . . . . . . . . . 9
128
Gplus Adapter 7.2
Index
W
Web.config . . . . . . . . . . . . . . . . . . 76
Genesys-MSCRM-Integration-Service . . . 76 What to Do Next . . . . . . . . . . . . . . . . 20 Windows Service . . . . . . . . . . . 13, 19, 75
129
Index
130
Gplus Adapter 7.2

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Gplus Adapter 7.

for Microsoft CRM

Your Responsibility for Your Systems Security

Technical Support from VARs

Technical Support from Genesys

Ordering and Licensing Information

Gplus Adapter for Microsoft CRMDeployment Guide

Gplus Adapter 7.2

Gplus Adapter for Microsoft CRMDeployment Guide

Gplus Adapter 7.2

Gplus Adapter for Microsoft CRMDeployment Guide

Computer-telephony integration (CTI) concepts, processes, terminology, and applications.

Gplus Adapter 7.2

Document Version Number

Gplus Adapter for Microsoft CRMDeployment Guide

Correction of Errors in Screen Captures

Use of Square Brackets

Use of Angle Brackets

Gplus Adapter 7.2

Gplus Adapter for Microsoft CRMDeployment Guide

Making Comments on This Document

Making Comments on This Document

Gplus Adapter 7.2

About the Gplus Adapter

Gplus Adapter for Microsoft CRMDeployment Guide

Chapter 1: About the Gplus Adapter

Gplus Adapter 7.2

Chapter 1: About the Gplus Adapter

Agent State Controls

Gplus Adapter for Microsoft CRMDeployment Guide

Chapter 1: About the Gplus Adapter

Screen Pop and Seamless Call/Data Transfer

Integration With Genesys Configuration Environment

Specialized Configuration Options

Genesys Agent Role in Microsoft CRM

Gplus Adapter 7.2

Chapter 1: About the Gplus Adapter

The Contact Center Taskbar Application

The Contact Center Taskbar Application

to make an outgoing call.

the icon from the Windows taskbar.

Gplus Adapter for Microsoft CRMDeployment Guide

Chapter 1: About the Gplus Adapter

Gplus Adapter for MS CRM

Genesys Integration Server TCP/IP TCP/IP

Figure 1: Overall Gplus Adapter 7 for Microsoft CRM Architecture

Gplus Adapter 7.2

Chapter 1: About the Gplus Adapter

Starting and Stopping Windows Services

Contact Center Taskbar Application Component

Genesys Integration Server

Starting and Stopping Windows Services

Gplus Adapter for Microsoft CRMDeployment Guide

Chapter 1: About the Gplus Adapter

Gplus Adapter 7.2

Other Compatibility Considerations

Review the system requirements before installing the Gplus Adapter.

Gplus Adapter for Microsoft CRMDeployment Guide

Chapter 2: System Requirements

WinUI Client Component

Gplus Adapter 7.2

Chapter 2: System Requirements

Gplus Adapter for Microsoft CRMDeployment Guide