Desktop Connect Express

Release information

Desktop Connect Express current version is: 5.5.0.418

Purpose

The purpose of this User Guide is to provide detailed information about the installation and use of Geomant’s Desktop Connect Express.

Audience

This guide is for personnel who will install and configure Desktop Connect Express to integrate Avaya Proactive Contact Agent, Avaya Application Enablement services with other desktop applications.

Overview

Avaya Proactive Contact Agent, supplied with the Avaya Proactive Contact Predictive Dialer, is an outbound soft-phone that provides the Agent with a screen pop of the information about the customer that has been dialed. This information allows the Agent to immediately start the call but in most cases the Agent will need to switch to the customer desktop application to progress the call further (e.g. collections/telemarketing, insurance, administration or CRM system etc.). This requires the Agent to manually enter the customer reference displayed in PCAgent into the desktop application and execute the query, thereby increasing talk time, reducing Agent productivity and customer satisfaction.

Geomant’s Desktop Connect Express can be easily set up to use any field(s) displayed in the PCAgent screen or being part of the incoming call, to enter into the desktop application and automatically display the customer information.

There are different types of integration that can be used to enter information into the business application:

Type	Description
DDE	Microsoft Windows Dynamic Data Exchange
Send Keys	Allows the automation of keyboard actions
Parameterized Url	Entering a URL with parameters provided by PCAgent or CTI event
CTI	Allows other applications to initiate a call or conference
Extension	Custom assemblies that can execute custom business logic

Desktop Connect Express uses the information provided in the PCAgent screen, inbound call data to determine:

The action to take
The action buttons to display
The information to provide to the desktop application

Desktop Connect Express allows the configuration of up to 999 rules that use the information provided with the call (PCAgent screen data/ inbound call data) and based on the fields and/or the data presented in the fields executes a specific rule. Each rule contains the integration type, action and buttons thereby allowing integration to different desktop applications, performing different actions and displaying different buttons, based on the information displayed in the call.

In addition to the Avaya Proactive Contact Agent 4.x, 5.x integration and the AES based inbound call integration, Desktop Connect Express can also receive web service http requests from any application. The rules, integration type, action and buttons are determined by the information sent in the http request.