Implementation Guide - Desktop Connect for CRM
Overview
The following documents describe a step by step guide for the installation and configuration of Geomant Desktop Connect.
What's Included in this Document?
Release Notes
A list of latest releases and the features included.
Prerequisites
A guide including the compatibility matrix along with the hardware and software requirements.
Installation Guide
A general guide describing the steps of installing the required frameworks.
Deployment Guide
The Geomant Desktop Connect for CRM solutions consists of a server side component and a web based client.
Desktop Connect for CRM Server is responsible for the communication with Avaya Application Enablement Services (AES), Avaya Call Recording (ACR), Verint Impact 360 Recorder, Buzzeasy Cloud Services, also for publishing telephony events and commands to Desktop Connect web clients over JSON.
Desktop Connect web client integrates with the CRM solutions using the Open CTI interface.
It provides the following functionality to its clients:
- Monitoring extensions
- Agent state changes
- Call event notifications
- Call initiation and control
- Screen pop
- Call activity creation
- Call outcome classification
- Ability to transfer call with customer data
- Recording integration
- Basic queue dashboard
- Ability to schedule and consume a callback using Buzzeasy Cloud Services
Self Signed Certificate
To generate a self signed certificate for the application please review the related article in the General Install Guide.
Configuration Guide
Desktop Connect Server needs to be configured once successfully deployed.
Follow the instructions described in this section.
Upgrade Guide
A general guide to upgrade Geomant Desktop Connect.
Load Balancing and High-Availability
A comprehensive description about load-balancing and HA options.
Intergation with Desktop Connect
A comprehensive description on Desktop Connect's data store API - that can be used for passing data from a 3rd party application along with the call e.g. Voice Unit systems.