Cisco Unified CRM 連接器 3.0 安裝指南

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InstallGuide

CiscoUnifiedCRMConnector

Introduction

TheCisco?UnifiedCRMConnectorispartoftheCiscoUnifiedCommunicationsfamilyofproducts.TheCiscoUnifiedCRMConnectorintegratesCiscoIP-basedcommunicationswiththeMicrosoftDynamicsCustomerRelationshipManagement3.0(MicrosoftCRM)applicationtoprovidesmallandmedium-sizedbusiness(SMB)andenterprisecustomerswithaneasy-to-useandmorecompleteCRMsolution.TheCiscoUnifiedCRMConnectorquicklyandeasilyintegratesCiscoUnifiedCommunicationssolutionswithMicrosoftCRMatthedesktop,withoutrequiringadditionalhardware.Inaddition,theMicrosoftCRMclientusesMicrosoftOutlookorInternetExplorerastheprimaryclientformanagingtasksandcontacts.

TheCiscoUnifiedCRMConnectorisaclient-server-basedapplicationthatishighlyconfigurableandsupportsthefollowingprimaryfeaturesinCiscoIPtelephonyenvironmentsthatareusingMicrosoftCRM:

Automaticdetectionandscreen-popsearchesoftheCRMdatabaseforbothincomingandoutgoingphonecalls

Automaticcreationofphonecallactivityrecordsforincomingandoutgoingcallswithcalldurationtracking

Click-to-dialfromtheMicrosoftCRMuserinterface

Multisiteconfigurationcapabilitieswithgeographicallycorrectdialingconfigurationsperuser

EasilyopenassociatedMicrosoftCRMcustomerservicecases

Easy-to-usesearchsystem,allowingtheusertosearchbynameandtoaccesscontactrecordsandassociatedsupportcases

IntegrationwithCiscoUnifiedCallManager,CiscoUnifiedCallManagerExpress,andCiscoUnifiedContactCenterExpress

ThesefeaturesallowCRMuserstoprovideimprovedservicebypersonalizingtheirinteractionwithcallers.Italsohelpstoenforceadministrativepolicyforcreatingphonecallactivityrecords.

CiscoUnifiedCRMConnectorwasthefirstIPCommunicationsapplicationtoreceivecertificationfromMicrosoft,integratingabest-in-classIP-basedcommunicationssolutionwithaleadingCRMapplicationforSMBs.TheCiscoUnifiedCRMConnectorforCiscoUnifiedCallManagerExpress,CiscoUnifiedCallManager,andCiscoUnifiedContactCenterExpressisavailableatnoadditionalcostasaresourceforqualifiedCiscopartners.

InstallationofCiscoUnifiedCRMConnectorServer

AbouttheInstallationProcess

TheinstallationprocessissupportedbyVirtualNetworkComputing(VNC)andotherremotecontroldesktopsoftware,butisnotsupportedbyTerminalServices.

IfyouareupgradingfromapreviousversionoftheCiscoUnifiedCRMConnector(version2.x),youmustuninstalltheoldversionbeforeinstallingthisversion.Futureversionswillhaveupgradecapabilities.

IfyouareintegratingwithCiscoUnifiedContactCenterExpress,youmustfollowtheCiscoUnifiedCallManagerinstallationsteps,andthencompletethe“IntegratingwithCiscoUnifiedContactCenterExpress”stepstocompletetheconfigurationprocess.

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CiscoTelephonyApplicationProgrammingInterface(TAPI)softwaremustbeinstalled,configured,andworkingproperlybeforeproceedingwiththeinstallationoftheCiscoUnifiedCRMConnectorcomponents.

TheMicrosoft.NETFrameworkmustbeinstalledbeforeproceedingwiththeCiscoUnifiedCRMConnectorinstallation.

TheCiscoUnifiedCRMConnectorServerComponent

TheCiscoUnifiedCRMConnectorservercomponentshouldbeinstalledontheMicrosoftCRMserveritself.Toallowformaximumeaseofinstallationduringtheclientphase,theCiscoUnifiedCRMConnectorservercomponentandserviceshouldbeinstalledandoperationalbeforeclientsareinstalled,sincetheywillattempttocontacttheUnifiedCRMConnectorservercomponentduringtheirowninstallation.

Note:TheCiscoTAPIclientsoftwaremustbeconfiguredproperlyandrunningbeforeproceedingwiththeinstallationoftheCiscoUnifiedCRMConnectorsoftware.Youmustverifythatyoucanmonitorandcontroltheend-userphoneextensionassociatedwiththeclientPC.FailuretodosowillresultinproblemsduringtheCiscoUnifiedCRMConnectorinstallation.FormoreinformationaboutinstallingandconfiguringtheCiscoTAPIsoftware,refertoyourCiscoUnifiedCallManagersupportdocumentation.

SoftwareInstallationOrder

CiscoUnifiedCRMConnectorservercomponent(installedonMicrosoftCRMserver)

CiscoUnifiedCRMConnectorclientcomponent(installedonallclientPCsusingtheCiscoUnifiedCRMConnector)

InstallingtheCiscoUnifiedCRMConnectorServerComponent

ToinstalltheCiscoUnifiedCRMConnectorServerService,firstmakesureyouareloggedinastheadministrator.Then,locateanddouble-clickthesetup.exefileor.msifortheCRMConnectorservercomponent.Youwillbepresentedwithastandardsetofinstallationdialogs.Click“Next”toproceedwithinstallation(Figure1).

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CiscoUnifiedCRMConnectorInstallationScreen

Click“Iagree”toacceptthelicensingagreementandclick“Next”(Figure2).

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CiscoUnifiedCRMConnectorLicenseScreen

Selecttheinstallationfolderandclick“Next”(Figure3).Thedefaultfolderisrecommended.

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CiscoUnifiedCRMConnector–SelectingInstallationFolder

Confirmtheinstallationbyclicking“Next”(Figure4).

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CiscoUnifiedCRMConnector–ConfirmInstallation

Afterthefilesarecopied,theServerConfigurationWizardwillappear.

ServerConfigurationTab

Figure5showshowthisconfigurationdialogmightappearafterconfiguration,priortoconfiguringthephonenumberprocessors.Inthisexample,“triton”istheMicrosoftCRMservernameanditrunsonport5555.Besuretoincludetherestofthepaththatyouseeintheexample(thatis,/MSCRMServices/2006/CrmService.asmx).

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CiscoUnifiedCRMConnectorServerConfigurationTab

Whenyouclickthe“Test”buttonnexttotheCRMServicesURL,youmayreceiveoneofseveralresponses.Figure6showswhatyouwanttosee–“TheURLisValid”meansthattheC4ServerServicewassuccessfullyabletocontacttheMicrosoftCRMWebServices.

Figure6

URLisValidMessage

Figure7showsavalidationerror.Inthisinstance,theURLmostlikelyisnotthecorrectlocationtotheCRMWebServices.PleaseverifytheURLandtryagain.

Figure7

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CiscoUnifiedCRMConnector–ValidationErrorMessage

Figure8showsaSimpleObjectAccessProtocol(SOAP)error.ThismayindicatethattheuserinstallingtheC4ServerServicedoesnothaveaccesstoMicrosoftCRM.

Figure8

CiscoUnifiedCRMConnector–ValidationError

EnableCRMKeepalives

ThisfeatureisusedtoensurethattheMicrosoftCRMserveriscontinuouslypolledsothatitdoesnotdropobjectsfromitscache,whichcouldnegativelyaffectademonstrationenvironment.Youwillnotneedtousethisfeatureinalivedeploymentorproductionenvironment.

EnableCRMKeepalives:Checkoruncheckthisboxtoenableordisablekeepalivesearches.

Domain:Theuserdomaintousewhenauthenticatingforperformingkeepalivesearches.

Username:Theusernametousewhenauthenticatingforperformingkeepalivesearches.

Password:Theuserpasswordtousewhenauthenticatingforperformingkeepalivesearches.

Delay:Thedelayinsecondstowaitafteranysearchisperformedbeforeinitiatingakeepalivesearch.

PerformanceCountersTab

Checkoruncheckthe“EnablePerformanceCounters”boxtoenableordisableperformancemonitorcounters(Figure9).Toviewtheseobjects,add“C4.Server”asacounterwithintheWindowsPerformanceMonitor,andselecttheobjectsyouwishtomonitor.

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CiscoUnifiedCRMConnector–PerformanceCounterScreen

NumberofClients:Thenumberofclientsthatarecurrentlyconnected.

NumberofRemotingCalls:Thetotalnumberofclient-initiatedserverrequests.

Remotingcallspersecond:Theaveragenumberofclient-initiatedrequestspersecond.

Averagetime/Search:Theaveragetimeinsecondstocompleteafullsearch.

Averagetime/SubSearch:Theaveragetimeinsecondstocompleteasearchofanyparticularentity.

TotalNumberofSearches:Thetotalnumberofsearchesthathavebeenperformed.

NumberofActiveSearches:Thenumberofsearchesthatarecurrentlyexecuting.

Searchespersecond:Theaveragenumberofsearchespersecond.

SearchConfigurationTab

Figure10showstheSearchConfigurationtab.TheSearchConfigurationtabdisplaystheentitiesandfieldswithinMicrosoftCRMthattheCiscoUnifiedCRMConnectorwillsearchinordertomatchtheCallerIDornametocustomerrecord.Itisnotnecessarytomanipulatethisfileforinitialprogramusage.

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CiscoUnifiedCRMConnector–SearchConfigurationTab

LoggingTab

Figure11showstheLoggingTab.

EnableServerLogging:Checkoruncheckthisboxtoenableordisablelogging.

LogtoFile:Tologtoafilename,checkthisboxandtypethefilenametologto(seealso:Logfilenames).

LoggingLevel:Setstheverbosityofthelogfileoutput.

Maximumlogfileage:Themaximumageindaysofold(existing)logfiles.Youmustusedynamicfilenames.

Maximumlogfilesize:ThemaximumapproximatesizeinKbytesofanysinglelogfile.

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CiscoUnifiedCRMConnector–LoggingTab

ClientConfigurationTab

Ignoreinbound/outboundphonenumbers:TheIgnoreListtaballowsyoutospecifyspecificphonenumbersthattheUnifiedCRMConnectorclientshouldignorewhenprocessinginboundandoutboundphonenumbers.Thefirstfourboxesallowyoutospecifynumberstoignorewhenthephonenumbereitherbeginswith,endswith,isexactly,orcontainsthespecifieddigitstrings.Inthesefourboxes,onlydigitsare

allowed.Thefifthbox,“Custom/Advanced”,allowsyoutospecifyregularexpressionsofphonenumberdigitstringstoignore.

EditPhoneNumberProcessorConfigs:Clickthisbuttontoconfigurethephonenumberprocessors.

DefaultPNPConfig:Thedefaultphonenumberprocessorconfigurationtopresenttoclientswithunspecifiedorinvalidphonenumberprocessorconfigurations.

WhenyoufirstconfiguretheCiscoUnifiedCRMConnectorservercomponentandenterthePhoneNumberProcessorConfigurationdialog,youwillseeablankconfigurationasshowninFigure12.

Figure12

PhoneNumberProcessorConfiguration

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Atfirst,theactualconfigurationareaisdisabled,becauseyoumustfirstcreateanewphonenumberprocessorconfiguration.Tobeginanewconfiguration,click“New...”andgivetheconfigurationaname(Figure13).Eachclientcanbeconfiguredtouseoneofthemultipleconfigurationsthatyouhavedefined.Eachadditionalconfigurationcanbedefinedasasite,forusewithbranchorremoteofficesthathaveadifferentareacodethanthemainbusinesslocationwheretheMicrosoftCRMserverislocated.

Figure13

NewPNPConfigurationScreen

Somedefaultswillbeloadedforyou(Figure14).ThesearebasedontheU.S.10-digitdialingrules.

Figure14

PhoneNumberProcessorConfiguration

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Atthispoint,youshouldimportsomedefaultsthatareappropriatetoyourarea.Thecurrentlysupportedpredefinedconfigurationsare:

U.S.10-digitdialing

U.S.7-digitdialing

Germany

Australia

Allofthesepredefinedconfigurationswillrequireadditionaladjustmentforyourspecificarea.Toimportoneoftheseconfigurations,click“ImportCountry-SpecificDefaults”nearthebottomofthedialogwindow,andselecttheconfigurationyouwouldliketouse.Figure15showsthelowerrightsectionofthePhoneNumberProcessorConfigurationscreeningreaterdetail.

Figure15

DialPlanTempates

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Note:Ifyoudothiswithaconfigurationalreadydefined,itwillbeoverwritten,andyouwillloseanycustomdialingrules(patternrecognizersandsearchformats).

Figure16showsasamplecompletedconfiguration.

Figure16

PhoneNumberProcessorConfiguration

ThevaluesthatyoucanconfigureinthePNPconfigurationdialogarelistedinTable1.

Table1. PNPConfigurationDialog

Section ConfigurableValues

AccessCodes

Therearefiveaccesscodesthatcanbedefined.Theiractualuseisdictatedbythevaluesprovidedinthe“Howtodial...”section,buttheirgeneraluseisdescribedbelow.Eachaccesscodehasamnemonicassociatedwithit,whichisshownincurlybraces.

Obtainalocaloutsideline{out}:Thedigitstringthatistypicallydialedbeforeplacinglocalcalls.

Obtainalong-distanceoutsideline{ldout}:Thisdigitstringwillbethedigitstringthatistypicallydialedbeforeplacinglong-distance(andinternational)calls.

NationalLongDistancePrefix{ldp}:Thedigitstringthatistypicallydialedaheadoftheareacodewhenplacinglong-distance(andinternational)calls.

InternationalLongDistancePrefix{idp}:Thedigitstringthatistypicallydialedtoindicatethatthecallisinternational.

LocalCountryCode{localcc}:Thedigitstringthatrepresentsthecountrytheuserislocatedinwhenbeingdialedfromanothercountry.

Section ConfigurableValues

Howtodial...

Eachboxinthissectiondefineshowtodialaphonenumberonceithasbeenbrokenintoparts(countrycode,areacode,etc.).Typically,thevaluesprovidedineachstylephonenumberfieldwillbevariouscombinationsofcodesthatarebuiltintotheprogram,althoughyoucouldalsoprovidenumbersdirectlyineachbox.Thecodesthatareavailablearethesamecodesthatareshowninthe“AccessCodes”and“PhoneNumberPatternRecognition”sections,plusonespecialcode,“{}”,whichmeansalldigits.

The“Ask?”checkboxnexttoeachfieldtellstheclientwhetheritshouldstillasktheusertoverifythephonenumberbeforedialingwhenusingclick-to-dial,andwhenthereisonlyonephonenumberfortherequestedclick-to-dialcontact.

AreaCodes

Thevaluesprovidedintheseboxesareusedbythe“PhoneNumberPatternRecognition”sectiontotrytodeterminetheaccuratepartsofeachphonenumber,andtodeterminethestyle(local,longdistance,etc.)ofthephonenumberbeingprocessed.Theexactmannerinwhichtheseareacodesareusedisdictatedbythe“PhoneNumberPatternRecognition”section,buttheintendedmeaningofvaluesineachboxare:

Local:Valuesplacedinthisboxareconsideredlocalareacodes.

LongDistance:Valuesplacedinthisboxareconsideredlong-distanceareacodes.

SplitLocal/LD:Valuesplacedinthisboxareareacodesinwhichsomenumbersarelocalandothersarelongdistance.

LocalExchanges:Foreachareacodeinthe“SplitLocal/LD”box,valuesplacedintheboxarethelocalexchangesforthatareacode.Thevaluesinthisboxaremaintainedindividuallyforeachareacodeinthe“SplitLocal/LD”box.

The“EnableaDefaultAreaCode”checkboxallowsthesystemtoassigntheuser’slocalareacodewhenitisnotprovidedinthecontact’srecord.IftheareacodeisprovidedintheCRMcontactrecord,thenthisfieldisnotusedduringprocessing.

PhoneNumberPatternRecognition

ThisareaiswhatreallyallowstheclienttopickoutthepartsofthephonenumberforefficientCRMsearchingandforaccurateno-touchclick-to-dialcapability.ItusesMicrosoft.NETRegularExpressionstoidentifyeachpartofthephonenumber.ThepatternsareusedduringbothincomingandoutgoingphonecalldetectionforefficientCRMsearches,aswellasclick-to-dial.

First,thephonenumberisfilteredaccordingtotheprefilter.Anythingthatmatchestheprefilterisremovedfromthedigitstringbeingconsidered.Then,thedigitstringistestedagainsteachpatterninorderuntilamatchisfound.

Eachpatternshouldresultinatleastonenamedmatchforthefollowingvalues:

CC:Acountrycode

AC:Anareacode

EX:Anexchange

ST:Astation

EXT:Anextension

SN:Ageneric“subscribernumber”

Note:Thesubscribernumbermayormaynotfollowthetypicaldefinitionofasubscribernumber;thisvalueismoreofagenericcontainer.

Onceapatternisfoundthatmatchesthedigitstring,anditisbrokenoutintoitsparts,oneoftwothingsoccurs:

Ifthenumberisbeingprocessedforclick-to-dial,thestyleofthephonenumberisdeterminedbyspecificrules.Thephonenumberisthendialedasspecifiedinthe“Howtodial...”section.

IfthenumberisbeingprocessedforsearchingCiscoUnifiedCRMConnector,itisformattedandsearchedaccordingtothepatternsspecifiedinthe“SearchFormats”area.

Section ConfigurableValues

SearchFormats

SearchformatsallowstheadministratortomaximizeefficiencyandaccuracywhensearchingCiscoUnifiedCRMConnector.Afteraphonenumberisprocessedbythepatternrecognizers,thelistofsearchformatsisprocessedinorderuntiloneisfoundinwhichallcomponentsofthesearchformatcanbeprovided.Eachsearchformatcomponentisacodethatmatchesthenamedmatchvaluesthataredetectedbythepatternrecognizers.Eachmatchingvalueisthenreplacedwiththatportionofthephonenumber.Therearetwoformatsforeachsearchcomponent,usingACasdemonstration:

{ac}:Simplyreplacesthe“{ac}”withtheareacodedetectedfromthephonenumber.

{%ac%}:Replacesthe“{%ac%}”withtheareacodedetectedfromthephonenumberwith“%”symbolsinterspacedbetweeneachdigit.

Thedifferencebetweenthetwoformatsisthatthefirstformatprovidesthemostaccuratesearching,butinsomecases,maynotfindthecorrectrecordsifthereareothercharactersinterspersedinthetextstoredinCiscoUnifiedCRMConnector.NormallythiswillnotoccurifCiscoUnifiedCRMConnectorusersarediligentabouthowtheyenterphonenumbersintotheCiscoUnifiedCRMConnectorsystem.WhenothercharactersareinterspersedinthetextinCiscoUnifiedCRMConnector,the“{%ac%}”formatcanhelpbecauseitwillstillcatchthosevalues,butwilllikelyalsoproducesomeresultsthatarenottruematches.

Figure17showswhatabasicconfigurationofthephonenumberprocessorconfigurationshouldlooklike.

Figure17

PhoneNumberProcessorConfiguration

Aftertheconfigurationiscomplete,click“OK.”Then,click“OK”tofinishtheC4Serverinstallationprogram.TheCiscoUnifiedCRMConnectorServerServiceisnowinstalled,andwillautomaticallybestarted(Figure18).

Figure18

WindowsServices

Next,theinstallationoftheCiscoUnifiedCRMConnectorservercomponentpromptsyoutochoosewhichWebsitetoinstalltheIndependentSoftwareVendor(ISV)customizationsinto.SelecttheMicrosoftCRM3.0Websitefromthepull-downmenu(Figure19).

Figure19

SelectingtheCRMWeb

AfterselectingtheMicrosoftCRMWebsite,theinstallerdisplaysanotificationmessage,whichadvisesyouthattheISVcustomizationshavebeeninstalledbutyoumustmanuallyremovethedefaultcustomizations.Otherwise,youmayreceiveunwantedbuttonsintheCiscoUnifiedCRMConnectorGUI(thatis,the“Test”button).

Figure20

ISVCustomizationMessage

YouarenowfinishedwithinstallationoftheCiscoUnifiedCRMConnectorservercomponents.ProceedtotheCiscoUnifiedCRMConnectorclientinstallationinstructions.

InstallationofCiscoUnifiedCRMConnectorClient

Prerequisites

Asmentionedearlierinthisdocument,thefollowingsoftwaremustbeinstalledforproperfunctioningoftheCiscoUnifiedCRMConnectorclient:

Oneof:

CiscoUnifiedCallManagerTAPIClient(ifintegratingwithCiscoUnifiedCallManager,withorwithoutCiscoUnifiedContactCenterExpressintegration).

CiscoUnifiedCallManagerExpressIOSTSPClient(ifintegratingwithCiscoUnifiedCallManagerExpress).YoucanobtainthelatestversionofthisfilefromtheCsoftwarecenterdownloadsforCiscoUnifiedCallManagerExpress.

Microsoft.NETFrameworkv1.1

InstallationoftheClient

ToinstalltheCiscoUnifiedCRMConnectorclient,firstensurethatyouareloggedonasauserwithadministrativeprivileges.Also,formaximumeaseofconfiguration,theCiscoUnifiedCRMConnectorServerServiceshouldbeinstalledandoperatingbeforeclientsareinstalledorconfigured,althoughthisisnotstrictlynecessary.Inaddition,theTAPIclientsoftwareappropriatefortheintegrationmethodbeingusedshouldbeinstalled,configured,andproperlyfunctioning.

Tobegintheinstallationoftheclient,locateanddouble-clickthesetup.exeor*.msisetupfileassociatedwiththeCiscoUnifiedCRMConnectorclientcomponent.Youwillthenbepresentedwithastandardsetofinstallationdialogs.

Click“Next”tobegininstallation(Figure21).

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ClientInstallationScreen

Click“IAccept”toacceptthelicensingagreementandclick“Next”tocontinue(Figure22).

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LicenseAgreementScreen

Click“Next”toacceptthedefaultinstallationfolder(Figure23).

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InstallationFolder

Click“Next”toconfirmtheinstallation(Figure24).

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ConfirmingInstallation

Afterthefilescopy,theclientconfigurationwizardwillbedisplayed,allowingyoutoconfiguretheCiscoUnifiedCRMConnectorClient.

TAPIConfigurationTab

TheTAPIConfigurationtaballowsyoutospecifywhichlineshouldbemonitoredforincomingandoutgoingcalls(Figure25).Youcanalsorequesttocompletelyignoreeitherinboundoroutboundcalls(orboth).The“TAPILookuptimeout”fieldspecifiesavalueinms,afterwhichtimetheCiscoUnifiedCRMConnectorclientwillmanuallyasktheproviderforcallerIDinformationiftheTAPIclienthasnotprovidedit.Iftheclientfrequentlyreportsthewrongphonenumber(suchastheinternalvoicemailpilotextension),increasingthisvaluemayalleviatethesituation.

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TAPITab

IgnoreListTab

TheIgnoreListtaballowsyoutospecificphonenumbersthattheCiscoUnifiedCRMConnectorclientshouldignorewhenprocessinginboundandoutboundphonenumbersfromtheclientside(Figure26).Thefirstfourboxesallowyoutospecifynumberstoignorewhenthephonenumbereitherbeginswith,endswith,isexactly,orcontainsthespecifieddigitstrings.Inthesefourboxes,onlydigitsareallowed.Thefifthbox,“Custom/Advanced”,allowsyoutospecifyregularexpressionsofphonenumberdigitstringstoignore.

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IgnoreListTab

CiscoUnifiedCRMConnectorConfigurationTab

TheCiscoUnifiedCRMConnectorConfigurationtaballowsyoutospecifyserverandlogininformationforboththeCiscoUnifiedCRMConnectorserverandtheMicrosoftCRMserver(Figure27).Intheboxtitled“CiscoUnifiedCRMConnectorServer”,specifythehostnamethattheCiscoUnifiedCRMConnectorserverisinstalledon.Uponinitialconfiguration,whenyouchangethevalueinthisbox,thevalueinthe“CRMConnectorServerWebPath”willbeupdatedwiththesamevalue;youshouldchangethisiftheCiscoUnifiedCRMConnectorserverWebcomponentswereinstalledonadifferentserverorhaveadifferentaccessURL.Thevalueinthe“CRMConnectorServerWebPath”shouldbeacompleteURLthatpointstothedirectoryinwhichtheC4Dial.aspxandC4Stub.aspxfilesarelocated.

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CiscoUnifiedCRMConnector–CRMConfigur