Introduction

Enabling an integration package will unlock a set of features tying Clarity Connect to a third-party product or platform. This allows Clarity Connect to take advantage of the capabilities of the third-party tool, such as creating or retrieving data from the third-party component.

Salesforce

This section details how to integrate Salesforce, a customer relationship management (CRM) platform, with Clarity Connect. Enabling the Salesforce integration package allows Clarity Connect to retrieve Salesforce customer and account information during a call flow, display the retrieved account record in the Agent Console, and push Clarity Connect data to Salesforce after the call has ended.

Reference the Help & Training page on Salesforce’s website for information on installation, features, and usage of the Salesforce platform.

Clarity Connect Integration

Enabling the Salesforce integration package will unlock a set of features tying Clarity Connect to Salesforce. This will allow Clarity Connect to perform certain actions that take advantage of the capabilities of this third-party tool.

How It Works

When a call goes through a Salesforce node, an object URL is generated for any retrieved Salesforce records. This URL is then sent to the answering agent’s Agent Console and will be displayed as a link on the Caller Context tab in the Agent Console. It is possible to configure this to automatically open the record once the agent accepts the call. An IM sent to the agent also includes a link to the Salesforce record.

When a session is complete, Clarity Connect data is sent to Salesforce based on the configuration settings established via the administrative website. This data may include recordings generated during a session, call information such as customer name, phone number, and SIP address, the queue the call was placed in, the agent who handled the call, the SIP URI/telephone number the customer dialed, the call’s disposition, sub-disposition, and call notes, the URL to the Clarity Connect administrative website’s Session Details page for that session, and the chat transcript, if applicable.

This information is saved as attachments in the Salesforce record. A Note attachment containing any call details is also created.

Configure Salesforce Integration

Prior to using Salesforce with Clarity Connect, a service account must be created in Salesforce that has permission to access any record you plan to retrieve via Clarity Connect. The Salesforce administrator will provide this account information in addition to other information necessary to enable the integration. This information can then be entered by a Clarity Connect administrator on the administrative website.

1. From the main menu bar on the administrative website, hover the pointer over Maintenance and click System Configuration (Figure 1).

Figure 1 Main menu bar

2. Click the Edit icon (Figure 2).

Figure 2 System Configuration Settings page

3. Under Integration Settings, locate Salesforce (Figure 3).

Figure 3 Salesforce settings

4. Select Enable Salesforce Integration?
5. Populate the Salesforce Consumer Key field. This key is provided when you create the trusted application in the Salesforce administration. It enables OAuth functionality.
6. Populate the Salesforce Consumer Secret field. This is a secondary token provided by Salesforce. It enables OAuth functionality.
7. Select Salesforce: Push Call Recordings? This setting pushes call recordings to Salesforce at the end of a Clarity Connect session.
8. Select Salesforce: Push Session Notes? This setting pushes session notes to Salesforce at the end of a Clarity Connect session.
9. Select Salesforce: Push Session Transcript? This setting pushes session transcripts to Salesforce at the end of a Clarity Connect chat session.
10. From the System Configuration Settings page, click Save. This commits the entered settings to the Clarity Connect database.

11. After the page reloads, click the Key icon to authenticate Salesforce integration. A pop-up will appear prompting you to log on to Salesforce.

Salesforce is now integrated with Clarity Connect.

Integration & Call Flows

In a call flow, actions can be performed against Salesforce using integration-specific nodes.

Salesforce Customer Lookup

This node queries the Salesforce platform’s accounts and contacts to pull data into Clarity Connect, provide caller context via a screen pop or URL in the Agent Console window, and then push data back to the platform after the session has ended.

From the Lookup Type drop-down menu, select Automatic Detection to find a user in Salesforce based on the caller’s incoming phone number, SIP address, or caller ID name. Select Extra Item Key to search for a user in Salesforce based on a previously defined extra item value.

If Extra Item Key is selected from the drop-down menu, two additional fields will appear. In the Extra Item Name field, enter the name of the extra item to use when querying Salesforce. In the Search Parameter field, enter the parameter the extra item will be searched against in Salesforce.

If Perform Fresh Lookup on Each Call? is not selected, Clarity Connect will attempt to find a Salesforce record based on a previous search in different session. If using this setting, you may specify the number of days to go back. If a record is found, that record will be used.

After the node runs, one of two paths are taken:

• If a record is found, extra item values are set accordingly based on information retrieved from the returned record and the call is sent to the Next Node on Match (Figure 4).
• If Salesforce did not return a record or if an error occurred, the call is sent to the Next Node on No Match. The call is also sent here if Salesforce integration has been disabled but the node is still present in a call flow.

Figure 4 Node path

Salesforce Advanced Lookup

This node allows you to build a custom query to pull information from the Salesforce platform. The query results can then be saved in a chosen location or as an extra item.

From the Primary Salesforce Object drop-down menu, select an object to query. This is sent to Salesforce to determine which fields are part of the selected object. The results are populated into a list. These fields can then be added to the queried fields by clicking Add Field. If the field is a nested object with its own set of fields, click Get Extended Properties to redraw the list to include all fields in that nested object in the format Object__r.FieldName. A text box will appear next to each added field that allows you to specify the Clarity Connect extra item to store the retrieved result from once the query completes.

You must also configure a WHERE filter for the query. There are two ways to configure this.

If you only need to filter against a single condition (i.e., Id == {{Value}}), you may use the GUI to generate the filter for you. Select a field available on the queried object from the WHERE drop-down menu, and then select a conditional operator (i.e., equal to, not equal to, etc.). Finally, enter a value for the filter in the text box. Extra items are supported.

If you need to filter against multiple conditions, you may create a free-form WHERE clause. Enter the entire WHERE clause (not typing the WHERE keyword itself) in the text box. Extra items are supported in the format {{ExtraItem}} if you would like to substitute values inside the query. Example: TelephoneNumber = ‘{{SYSTEM.CallerPhoneNumber}}’ AND Ticket# = ‘{{TicketEnteredFromCustomer}}’. Note this uses the Salesforce Object Query Language (SOQL). Reference Salesforce documentation for more information.

Click Generate Value Boxes and enter any substitutions for each extra item value specified.

Click Validate Query to send the request to Salesforce to ensure the query is valid. A message will appear stating whether or not the query was successful and how many records were returned.

After the node runs, one of three paths are taken:

• If a single result is found, extra item values are set accordingly based on information retrieved from the returned result and the call is sent to the Next Node for Single Result Found. This path is also taken when How to handle Multiple Results Found is set to Take First Result.
• If multiple results are found, extra items are set accordingly based on information retrieved from the returned results and the call is sent to the Next Node for Multiple Results Found. This path is also taken when How to handle Multiple Results Found is set to Take all Results (CSV). The Coalesce node may be useful here to split multiple results.
• If Salesforce did not return a result or if an error occurred, the call is sent to the Next Node for No Results Found. The call is also sent here if Salesforce integration has been disabled but the node is still present in a call flow.

Microsoft Dynamics Online

This section details how to integrate Microsoft Dynamics Online, a customer relationship management (CRM) platform, with Clarity Connect. Enabling the Microsoft Dynamics Online integration package allows for more intelligent contact center management.

Reference the Help & Support page on Microsoft Dynamics Online’s website for information on installation, features, and usage.

Clarity Connect Integration

Microsoft Dynamics Online integration allows you to look up a customer record in the call flow, either automatically based on a customer incoming caller ID or a Clarity Connect extra item value containing the parameter to search for.

How It Works

When a call goes through a Microsoft Dynamics Online node, an object URL is generated for any retrieved Microsoft Dynamics Online records. This URL is then sent to the answering agent’s Agent Console and will appear as a link in the Caller Context tab of the Agent Console. An IM sent to the agent also includes a link to the Microsoft Dynamics Online record.

When a session is complete, Clarity Connect data is sent to Microsoft Dynamics Online based on configuration settings established via the administrative website. This data may include all recordings generated during a session, call information such as customer name, phone number, and SIP address, the queue the call was placed in, the agent who handled the call, the SIP URI/telephone number the customer dialed, the call’s disposition, sub-disposition, and call notes, the URL to the Clarity Connect administrative website’s Session Details page for that session, and the chat transcript, if applicable.

This information is saved as attachments in the Microsoft Dynamics Online record. A Note attachment containing any call details is also created.

Configure Microsoft Dynamics Online Integration

Prior to using Microsoft Dynamics Online with Clarity Connect, a service account must be created in Microsoft Dynamics Online that has permission to access any record you plan to retrieve via Clarity Connect. The Microsoft Dynamics Online administrator will provide this account information in addition to other information necessary to enable the integration. This information can then be entered by a Clarity Connect administrator on the administrative website.

1. From the main menu bar on the administrative website, hover the pointer over Maintenance and click System Configuration (Figure 5).

Figure 5 Main menu bar

2. Click the Edit icon (Figure 6).

Figure 6 System Configuration Settings page

3. Under Integration Settings, locate Microsoft Dynamics (Figure 7).

Figure 7 Microsoft Dynamics Online settings

4. Select Enable Microsoft Dynamics Integration?

5. Populate the MS Dynamics ClientId field.
6. Populate the MS Dynamics Client Key field.
7. Populate the MS Dynamics Instance URL field.
8. Populate the MS Dynamics Authorization URL field.
9. Populate the MS Dynamics Token URL field.
10. Select MS Dynamics: Push Call Recordings? This setting pushes call recordings to Microsoft Dynamics Online at the end of a Clarity Connect session.
11. Select MS Dynamics: Push Session Notes? This setting pushes session notes to Microsoft Dynamics Online at the end of a Clarity Connect session.
12. Select MS Dynamics: Push Session Transcript? This setting pushes session transcripts to Microsoft Dynamics Online at the end of a Clarity Connect chat session.
13. From the System Configuration Settings page, click Save. This commits the entered settings to the Clarity Connect database.

14. After the page reloads, click the Key icon to authenticate Microsoft Dynamics Online integration. You will be redirected to a Microsoft Dynamics Online authentication page. Once you complete authentication, you be redirected back to Clarity Connect.

Microsoft Dynamics Online is now integrated with Clarity Connect.

Integration & Call Flows

In a call flow, actions can be performed against Microsoft Dynamics Online using integration-specific nodes.

Ms Dynamics Customer Lookup

This node queries the Microsoft Dynamics Online platform’s accounts and contacts to pull data into Clarity Connect, provide caller context via a screen pop or URL in the Agent Console window, and then push data back to the platform after the session has ended.

From the Lookup Type drop-down menu, select Automatic Detection to find a user in Microsoft Dynamics Online based on the caller’s incoming phone number, SIP address, or CallerID Name. Select Extra Item Key to search for a user in Microsoft Dynamics Online based on a previously defined extra item value.

If Extra Item Key is selected from the drop-down menu, two additional fields will appear. In the Extra Item Name field, enter the name of the extra item to use when querying Microsoft Dynamics Online. In the Search Parameter field, enter the parameter the extra item will be searched against in Microsoft Dynamics Online.

If Perform Fresh Lookup on Each Call? is not selected, Clarity Connect will attempt to find a Microsoft Dynamics Online record based on a previous search in different session. If using this setting, you may specify the number of days to go back. If a record is found, that record will be used.

After the node runs, one of two paths are taken:

• If a record is found, extra item values are set accordingly based on information retrieved from the returned record and the call is sent to the Next Node on Match.
• If Microsoft Dynamics Online did not return a record or if an error occurred, the call is sent to the Next Node on No Match. The call is also sent here if Microsoft Dynamics Online integration has been disabled but the node is still present in a call flow.

Ms Dynamics Advanced Lookup

This node allows you to build a custom query to pull information from the Microsoft Dynamics Online platform. The query results can then be saved in a chosen location or as an extra item.

From the Primary Salesforce Object drop-down menu, select an object to query. This is sent to Microsoft Dynamics Online to determine which fields are part of the selected object. The results are populated into a list. These fields can then be added to the queried fields by clicking Add Field. If the field is a nested object with its own set of fields, click Get Extended Properties to redraw the list to include all fields in that nested object in the format Object__r.FieldName. A text box will appear next to each added field that allows you to specify the Clarity Connect extra item to store the retrieved result from once the query completes.

You must also configure a WHERE filter for the query. There are two ways to configure this.

If you only need to filter against a single condition (i.e., Id == {{Value}}), you may use the GUI to generate the filter for you. Select a field available on the queried object from the WHERE drop-down menu, and then select a conditional operator (i.e., equal to, not equal to, etc.). Finally, enter a value for the filter in the text box. Extra items are supported.

If you need to filter against multiple conditions, you may create a free form WHERE clause. Enter the entire WHERE clause (not typing the WHERE keyword itself) in the text box. Extra items are supported in the format {{ExtraItem}} if you would like to substitute values inside the query. Example: TelephoneNumber = ‘{{SYSTEM.CallerPhoneNumber}}’ AND Ticket# = ‘{{TicketEnteredFromCustomer}}’.

Click Generate Value Boxes and enter any substitutions for each extra item value specified.

Click Validate Query to send the request to Microsoft Dynamics Online to ensure the query is valid. A message will appear stating whether or not the query was successful and how many records were returned.

After the node runs, one of three paths are taken:

• If a single result is found, extra item values are set accordingly based on information retrieved from the returned result and the call is sent to the Next Node for Single Result Found. This path is also taken when How to handle Multiple Results Found is set to Take First Result.
• If multiple results are found, extra items are set accordingly based on information retrieved from the returned results and the call is sent to the Next Node for Multiple Results Found. This path is also taken when How to handle Multiple Results Found is set to Take all Results (CSV). The Coalesce node may be useful here to split multiple results.
• If Microsoft Dynamics Online did not return a result or if an error occurred, the call is sent to the Next Node for No Results Found. The call is also sent here if Microsoft Dynamics Online integration has been disabled but the node is still present in a call flow.

Virtual Observer

This section details how to integrate Virtual Observer, a call recording and workforce optimization tool by Coordinated Systems, Inc. (CSI), with Clarity Connect. Enabling the Virtual Observer integration package allows for more intelligent contact center management.

Reference the following Virtual Observer user guides for information on installation, features, and usage:

• Virtual Observer Quick Install Guide
• Virtual Observer Features & Tools
• Virtual Observer Navigation
• Virtual Observer Query Wizard
• Virtual Observer Template Maintenance

Virtual Observer delivers both quality assurance/quality management and workforce management/workforce optimization solutions.

Quality Assurance & Quality Management

Virtual Observer provides tools for contact centers to increase quality assurance, management, and monitoring to create a consistent customer experience. Nearly any organization can benefit from Virtual Observer’s quality assurance and quality management solutions.

Virtual Observer’s quality assurance and quality management features and capabilities include the following:

• Record every incoming and/or outgoing call
• Record agent screen activity along with the call
• Playback and annotate calls
• Score customer interactions
• View thumbnails of live agent screen activity
• Chat with agents in real-time
• Use integrated quality assurance features to improve agent performance
• Create historical reports on agent scores

Workforce Management & Optimization

Virtual Observer provides tools for contact centers to increase workforce management and optimization to maximize utilization on a per agent basis. Organizations with large agent populations and varying schedules or shift work will benefit most from Virtual Observer’s workforce management and optimization solutions.

Virtual Observer’s workforce management and optimization features and capabilities include the following:

• Build forecasts based on historical data
• Create agent schedules based on forecasts
• Manage agent adherence using real-time and historical reports
• Measure actual call volume against forecasted call volume

Clarity Connect Integration

Enabling the Virtual Observer integration package will unlock a set of features tying Clarity Connect to CSI. This will allow Clarity Connect to perform certain actions that take advantage of the capabilities of this third-party tool.

How It Works

Once integrated with Clarity Connect, Virtual Observer sits on your desktop as an independent application. Virtual Observer must be installed on each computer that will use live desktop features and/or screen capture functionality.

Agents can control audio and screen recording using the Agent Console’s start and stop buttons when dealing with sensitive information. If these controls are used, multiple recordings are sent to CSI and the timestamps for these actions are used to appropriately black out the screen recording (if used). Alternatively, the entire screen recording can be sent to CSI, and if Virtual Observer’s Lights Out service (pause/resume screen recording) is used, appropriate pieces of the audio recording will be replaced with dead air when synchronized with the screen recording.

Once the call ends, audio for the session is sent via FTP to CSI’s cloud server by Clarity Connect’s Portal service. CSI then requests screen recordings from the local client. If a session is broken up into multiple recording pieces, CSI will stitch these together, blocking any sensitive information. The session’s audio and screen recordings are then synchronized and made available on the server within minutes.

To aggregate information for reports and forecasts, Clarity Connect’s Metrics service pushes change events to CSI’s cloud server. A session change event is created when a session’s status changes (from new to queued to active, etc.). An agent change event is created when an agent’s status changes (from busy to available to ringing, etc.).

Configure CSI Integration

Prior to using Virtual Observer with Clarity Connect, an account must be created with CSI. CSI will provide information necessary to enable the integration; this information can then be entered by an administrator on Clarity Connect’s administrative website.

1. From the main menu bar on the administrative website, hover the pointer over Maintenance and click System Configuration (Figure 8).

Figure 8 Main menu bar

2. Click the Edit icon (Figure 9).

Figure 9 System Configuration Settings page

3. Under Integration Settings, locate CSI World (Figure 10).

Figure 10 CSI settings

4. Select Enable CSI World Integration?.

5. Populate the Instance IP/DNS field.
6. Populate the Unique Developer Key field.
7. Populate the Instance FTP Hostname field.
8. Populate the Instance FTP Username field.
9. Populate the Instance FTP Password field.
10. Select Use SSL for FTP? only if instructed to do so by CSI upon creation of your account. Selecting this allows sessions to be encrypted between an FTP client and server.

11. Select Send ACD Statistics?. This setting pushes automatic call distribution (ACD) statistics to CSI using FTP.

12. Select Send Session Recordings?. This setting pushes session recordings to CSI using FTP.
13. Select Send Session Transcript?. This setting pushes session transcripts to CSI using FTP.
14. Select Send Session & Agent Change Events?. This setting pushes session and agent change events to CSI using an http web request.
15. Select individual queues under Disabled Queues (for ACD Statistics Upload)?, if desired. Automatic call distribution statistics for queues selected here will not be pushed to CSI.
16. Click Save. Virtual Observer is now integrated with Clarity Connect.