15

Computer Telephony Integration

(CTI)

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Objectives

After completing this lesson, you should be able to:

• Describe how telephony systems can be integrated with Engagement Cloud
• Describe Multichannel Adapter (MCA) framework used in Engagement Cloud
• Configure media toolbars and notification
• Configure call flow behavior in Engagement Cloud

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Computer Telephony Integration (CTI)

• Is the technology that allows interactions on a telephone and a computer to be

integrated or coordinated
– For example, obtaining caller identification (ID) data from an incoming telephone call
and making it available to lookup a record in a database
• Engagement Cloud provides a framework and tools for working with CTI, but does not
provide the telephony technology itself
– An enterprise needing CTI
— Must engage a third-party telephony provider to provide telephony functionality

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 Multichannel Adapter (MCA)

• Is the framework that provides an interface for any third party telephony system to be
integrated with Engagement Cloud
• Provides iFrames and JavaScript Application Programming Interfaces (APIs) that allow
integration of third party media toolbars into the user interface

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The MCA was introduced in Release 13.

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 Architecture

• Engagement Cloud provides an iFrame to host the custom toolbar controls

• The custom toolbar communicates with the telephony system
• The custom toolbar invokes the MCA APIs to pass the call events to Engagement Cloud
and will listen for CTI commands to pass back to the telephony gateway

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Note that the MCA was designed to provide support for any channel. However, it is primarily focused
on voice for the R13 release.

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Advantages of the MCA Architecture

• No physical CTI adapter is needed

• Any third party media toolbar can be embedded
• Browser and platform independent

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User Interface

• MCA supports these user interface elements that can be used in implementing CTI
– Horizontal iFrame
– Vertical floating iFrame
– Notification elements

More

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Horizontal iFrame

• Is persistently visible across any page in Sales or Engagement Cloud

Available tools are

configurable

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Vertical Floating iFrame

• Provides additional space for partners to

utilize for tools and controls
• Floats within the same browser window
• Can be opened manually from the
horizontal toolbar or programmatically with
JavaScript methods

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Notification
Toolbar notification

• An agent can receive two types of

notifications for an incoming call:
– A pop up notification that can be
Popup notification
turned off with the Manage Toolbar
Configuration task
– A toolbar notification that is always
visible
• If the agent is not on an Engagement
Cloud page when the call arrives, the
agent receives a desktop toast
notification
Toast notification –
– Clicking the toast returns the agent click to return to
to the Engagement Cloud browser Engagement
Cloud
page

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Configuring the Media Toolbar and Notifications

• Use the "Manage Media Toolbar Configuration" task to configure toolbars and
notifications
The URL of the
default horizontal
toolbar provided by
your implementation
partner

The URL for the Preview the provided toolbar in

horizontal toolbar, the dimensions you choose
required

The height of the iFrame that

The vertical will hold the horizontal toolbar
toolbar is optional
If the vertical toolbar is
enabled, provide its URL
and iFrame dimensions
Notification is
optional If Notification is
enabled, provide its
URL and dimensions

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Call Flow

• Is the sequence of steps that MCA follows automatically for each incoming call
• Is configurable by the customer based on input data

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Example of Call Flow

1. A customer calls the service number

2. The IVR asks if this call is about an open service request (SR) or a new service request
3. The customer responds: open service request
4. The Interactive Voice Response (IVR) system asks for the service request number
5. The system applies a rule to display the SR details page for the SR number entered
6. The system returns a populated SR edit page
6. Agent sees
details page for
Press 1 for new issue, the SR
2 for existing

1 2
1. Customer System selects an SR based
initiates a phone on the SR ID token
inquiry ... Enter ID
number 5. A rule is applied
to select the
2,3,4. IVR asks a series of questions to obtain values for lookup screen to display

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Call Flow Features

• Reverse lookup
• Contact verification
• Screen pop
• Wrap up
• Interaction logging

More

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Reverse Lookup

• Is the process of using data from the Interactive Voice Response (IVR) system to obtain
further information about an incoming call/caller
– For example, a phone number can be used to look up a contact name
• Returns data that is stored in tokens
– Tokens are mapped to field attributes of objects in Engagement Cloud, so that an
organization name, for example, is mapped to Account.PartyName
• Uses a JavaScript API to obtain and return token values

Caller name
identified by
reverse lookup
and displayed

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 Contact Verification

• Is a configurable and extensible step in the call flow that helps an agent verify the
identity of the caller
• Presents the agent with the caller information found by Reverse Lookup
• The agent verifies details with the caller to ensure the correct contact was selected
• The agent can then either:
– Verify and continue to continue the call flow
– Search Again to continue to the contact picker and select a different contact

If the agent chooses to select

a different contact, the call flow
Agent asks the will return to this screen with
caller to verify the details of the new contact
these details

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Since the Contact object is configurable, deploying companies can add any additional fields or
information that they use as part of their business process to identify a customer.

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 Screen Pop

• Is a configurable feature of call flow that automatically displays a page of the application
to the agent, based on information provided by the caller
• For example:
– The IVR system can obtain a phone number from the telephone caller ID system and
use screen pop to display the contact page associated with that number in the
database
– The IVR system can ask the caller to use the telephone keypad to enter an
organization name, and use screen pop to display the page for that organization

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Note that the information that the caller provides for screen pop may be either explicit, as when the
caller is asked by the IVR to enter an organization name, or automatic, as when the caller ID feature
is used to identify the number from which the caller is calling.
Screen pop logic can also be configured to “pop” to a custom object using custom tokens for
customer identification

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 Wrap Up

• Is an element of the call flow that allows the agent to record notes when a call is
completed
• Offers three configuration options, as delivered
• No wrap up: Wrap up will not be presented
• Timed wrap up: The agent has a specified amount of time to complete the wrap up,
after which the wrap up page will save and close
• Unlimited wrap up: The agent has no time limit to complete the wrap up process

Timer for maximum

time allowed for
wrap up

Agent notes

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The wrap up page is extensible in Application Composer.

Wrap-up notes can be accessed and edited through the Interaction record.

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Interaction Logging

• Is an element of the call flow that automatically creates an interaction record for each
call, both inbound and outbound
• After the agent creates a wrap up, that record can be viewed and edited

View Interaction
History

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Configuring Call Flow

• Use the "Configure Call Flow Parameters" task to change the call flow

Select Configure
Call Flow
Parameters

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Call Flow Parameters

• Options include turning on/off contact verification, screen pop and wrap up
– Options can be different for different applications, such as Sales and Service

Turn features
on/off individually

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Configuring Screen Pop

• Use the "Manage Screen Pop Configuration" task to set values for:
– Rules
– Pages
– Tokens

Select Manage
Screen Pop
Configuration

More

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Screen Pop Rules

• Determine which page will be shown, depending on the token returned by reverse lookup
• The default rule set pops the contact edit page for all channels
• Additional rule sets and rules can be defined
• Within a rule set, rules are evaluated in priority order and the first applicable rule is used

Select the Rules

tab

If this token is . . . pop this page

returned . . . type to create or
edit an object

Select the channel for

which the rule applies

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Screen Pop Pages

• Indicates which pages will be popped for creation/editing an object when a rule is
satisfied.
• Standard pages or custom pages can be used for screen pops
Select the
Pages tab

For each page

type used in a
rule . . .

. . . map that
type to a
specific page

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 Screen Pop Tokens

• Indicates which system object and attribute should be returned for each of the available
token codes that can be returned from the JavaScript reverse lookup API
• Tokens for Service Request, Account and Contact are mapped as delivered
• Administrators can add additional tokens for custom pages or custom objects

Select the
Tokens tab

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Additional business object tokens are roadmap items.

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Lesson Highlights

• The MCA framework allows a third party telephony system to be integrated with
Engagement Cloud
• Call flow behavior is configurable
• Engagement Cloud includes a reference toolbar that can be used with call simulation to
test call flow

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Practice

• Review the setup of the CTI media toolbar

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