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HiPath ProCenter EnterpriseSoftware Development Toolkit (SDK)
Page 2 Siemens Communications
Agenda
SDK Overview
Integration Challenges HiPath ProCenter SDK
Integration Capabilities and Benefits
Description of SDK Components HiPath ProCenter Manager Components
Customer SDK Project Examples
SDK Sales Qualification Process
Overview of Siemens Enterprise Partner Program What is it?
Partner Benefits
Page 3 Siemens Communications
SDK Overview
Available for HiPath ProCenter Enterprise V7.0 Creates a new paradigm for enhancing the HiPath ProCenter
Enterprise with the following advantages: Exposes HiPath ProCenter functions and makes them
easily accessible and well documented Avoids direct database and function access Preserves custom development & integration across
future product versions Provides SDK developer documentation, training & support Increases speed of deployment and ease of custom development
work All of these benefits are delivered and supported through the Siemens
Enterprise Partner Program
Page 4 Siemens Communications
HiPath ProCenter Software Development Toolkit (SDK)
A software development environment designed to enable integration with the core components of the HiPath ProCenter Enterprise V7.0 Enables Systems Integrators, Software Vendors (ISVs) and
Resellers to integrate custom or 3rd party applications with HiPath ProCenter Enterprise
Integrate with customer service, outbound marketing, workforce management, agent or supervisor desktops or other custom contact center applications
Available to certified members of the Siemens Enterprise Partner Program
Requires licensed HiPath ProCenter Run-Time Modules (RTM) to execute custom developed applications
Page 5 Siemens Communications
Integration Challenges
Business Problem: extend contact center capa-
bilities to meet specific business needs without
increased costs of development and integration IT Managers are faced with
key integration challenges:
Solution
Extend contact center capabilities but manage
tight IT budgets
Integrate with 3rd party or custom applications
without increased development costs
Control implementation timelines
HiPath ProCenter SDK
Enables IT development staff to extend contact center functiona-lity for features such as:• Custom Desktop• Custom Screen Pop• Custom Softphone Integration• Real-time Presence and Contact Views• Special Multimedia Interaction Handling• Custom Routing• Statistical Reporting
Page 6 Siemens Communications
HiPath ProCenter SDK - Components
The SDK is divided into five manager objects
Managers group similar functionality into a single access point
Each manager performs a specific task for integration and development of:
Centralized Administration Services
Custom Multimedia Interaction Handling
Custom Routing
Custom Reporting of real-time statistics
HiPathProCenterManager
MediaManager
RoutingManager
Statistics Manager
Administration Manager
HiPath ProCenter Software Development Toolkit
Page 7 Siemens Communications
How the SDK interfaces with HiPath ProCenter
Centralized Administration
Services*
Custom Multimedia Interaction Handling
Custom Routing
Custom Real-time Views
HiPath ProCenter Administration Server &
Configuration Server
Business Need SDK Manager Object Connects to….
Administration Manager
HiPath ProCenter Administration Server,
Email Server, Web Collaboration Server,
Callback Server & Real-Time Server
Media Manager
HiPath ProCenter Administration Server,
Routing Server or Network Server
Routing Manager
HiPath ProCenter Administration Server,
Statistics Server or Real-Time Server
Statistics Manager
* Read only access to Administration Data
Page 8 Siemens Communications
HiPath ProCenter SDK - Manager Objects
HiPath ProCenter Manager
Required to access all other SDK Managers
Monitors connection to any server used
Generates notification error if connection or server fails
Connects to HiPath ProCenter Administration and Watchdog Servers
Used to create system status applications
Handles the RTM license controlHiPath
ProCenterManager
MediaManager
RoutingManager
Statistics Manager
Administration Manager
Page 9 Siemens Communications
HiPath ProCenter Manager - Examples of Methods
Method Description
Initialize Creates connection between the HiPath ProCenter Servers
and the HiPath ProCenter Manager
Logon Associates an agent with the HiPath ProCenter Manager
Required before any actions with any managers (other than
the Administration Manager can be performed
HireMediaManager Used to “hire” each manager to be used for the integration
(e.g. create the MediaManager Object)
GetFunctionalityState Used to check the state of the various functionalities that the
HiPath ProCenter Manager supports
ListenforEvents Used to register for events from the HiPath ProCenter
Manager
StopListeningForEvents Used to de-register for events
Resource must match the registration event
Page 10 Siemens Communications
HiPath ProCenter SDK – Administration Manager
Provides access to the administration database for integrated contact center administration capabilities
Query user, templates and list of defined queues Report on updates to users/queues
(add, update, delete) Connects to HiPath ProCenter Administration and Configuration
Synchronization Servers Reports on
change of state of connected servers
HiPathProCenterManager
MediaManager
RoutingManager
Statistics Manager
Administration Manager
Page 11 Siemens Communications
Administration Manager – Overview
Additional entities have been exposed:
Aggregates
Groups
Departments
Wrap-up Reasons
E-mail Discard Reasons
E-mail Templates
Web Collaboration Templates
Web Collaboration Languages
Query methods and supporting classes have been added
Page 12 Siemens Communications
Administration Manager – Diagram
Note: Only newly added methods are shown
IAdministrationManager«interface»
...+ QueryAggregates() : IAggregates+ QueryGroups() : IGroups+ QueryDepartments() : IDepartments+ QueryWrapupReasons() : IWrapupReasons+ QueryEmailDiscardReasons() : IEmailDiscardReasons+ QueryEmailTemplates(queueKey : long) : IEmailTemplates+ QueryWebCollaborationTemplates(queueKey : long) : IWebCollaborationTemplates+ QueryWebCollaborationLanguages() : Ilanguages ...
I<entity>s«interface»
+ Count() : integer+ Item(integer key) : I<entity>
I<entity>«interface»
*1
Note: Only newly added methods are shown
Page 13 Siemens Communications
HiPath ProCenter SDK – Media Manager
Integrates CRM or custom desktop applications for integrated multimedia capabilities
Provides access to multimedia events, e.g. Voice, Email and Callback Provides caller related information for screen pop generation Query and change agent states and reason codes, and query status of calls in
queue Create/delete callbacksConnects to HiPath ProCenter Administration Server, Telephony Server, Email Server, Web Collaboration Server, Callback Server, Real Time Server
Reports on change of state of connected servers
HiPathProCenterManager
MediaManager
RoutingManager
Statistics Manager
Administration Manager
Page 14 Siemens Communications
Media Manager – Overview
QueryCallbackSummaries, QueryCallStatuses() and QueryAgentStatuses() methods have been removed Replaced by the Callback Real-time, Contact Real-time and User Real-time statistics events
Four methods were added to retrieve e-mail information: QueryEmailSummaries – Current QueryAsyncClientEmailsHistory – Client History QueryAsyncConversationHistory – Conversation History QueryAsyncEmailsHistory – Generic e-mail history
Retrieval of scheduled callbacks: QueryAsyncScheduledCallbacks
Page 15 Siemens Communications
Media Manager – Asynchronous Methods
Names that start with QueryAsync …
They are asynchronous due to the potentially large volume of data to be returned They trigger the retrieval of information Results arrive via a result event when
the requested information is available
The existing event mechanism, firing a MediaEvent which can then be converted into the appropriate event, is used.
They return a query identifier which can be used to correlate the query with the received result event
They trigger the sending of only one query result event
Page 16 Siemens Communications
HiPath ProCenter SDK – Routing Manager
Provides access to the Routing Server for custom routing capabilities Perform Queue Updates (enqueue/dequeue):
Query and update contacts in queue Change queue for queued contact
Monitor and report the progress of contacts and receive notification of state change E.g. assigned to an agent,
timed out, etc. Connects to
HiPath ProCenter Administration Server, Routing Server Reports on change
of state of connected servers
HiPathProCenterManager
MediaManager
RoutingManager
Statistics Manager
Administration Manager
Page 17 Siemens Communications
HiPath ProCenter Routing Manager – Examples of Methods
Method Description
GetFunctionalityState Checks the state of the various functionalities that the Routing
Manager supports
ListenForEvents / StopListeningForEvents
Used to register/de-register for events from the Routing Manager
NewRoutingCall Creates a new RoutingCall object in order to invoke routing
methods
RoutingEvent Common event interface that all events from the routing manager
must implement. The routing manager reports on 7 events:
ManagerStateChangedEvent, DequeuedEvent,
RoutingInformationUpdatedEvent, AssignedEvent,
UnassignedEvent, TimedOutEvent
RoutingCall Represents a call that is in the HiPath ProCenter environment and
is in the process of being matched to an agent. Contacts can be
enqueued or dequeued
Page 18 Siemens Communications
HiPath ProCenter SDK – Statistics Manager
Provides access to HiPath ProCenter statistics functionality Integrate your own reporting infrastructure for creating custom reports
with retrieval of: Current contact statistics (current number of calls in queue, current estimated wait
time, etc.) Recent statistics (statistics that have occurred during the last 24 hours including # of
answered calls, emails, abandoned calls, etc. Connects to
HiPath ProCenter Administration Server, Statistics Server or Real Time Server
Reports on change of state
of connected servers
HiPathProCenterManager
MediaManager
RoutingManager
Statistics Manager
Administration Manager
Page 19 Siemens Communications
Statistics Manager – Overview
The HiPath ProCenter 7.0 SDK provides
statistical update events The event mechanism, firing a
StatisticsEvent which can then be
converted into the appropriate event, is maintained In 7.0 SDK the QueryCallRecentStatistics() and
QueryCallCurrentStatistic() methods have been removed
IStatisticsManager«interface»
+ ListenForEvents(eventType : enStatisticsEventTypes, keyList : IKeyList, from : DATE) : integer+ StopListeningForEvents(queryId : integer)+ QueryCallRecentStatistics(QueueKey : long) : ICallRecentStatistics+ QueryCallCurrentStatistic(QueueKey : long) : ICallCurrentStatistic
Page 20 Siemens Communications
Statistics Manager – Statistical Events
Use the new ListenForEvents() and
StopListeningForEvents() methods
to start and stop the sending of statistical events ListenForEvents(): triggers the sending,
at regular intervals, of events of the
requested types until the
StopListeningForEvents() method is invoked; Returns: a queryId which can be used:
By the StopListeningForEvents() method To correlate the received events with a ListenForEvents()
request
Page 21 Siemens Communications
Statistics Manager – Cumulative Statistical Events
A cumulative event consists of zero or more time ranges; each time range contains 0 or more elements
Data is always returned for the selected time period
<entity type> is one of the following: User Group Queue Aggregate Contact UserWrapupReason QueueWrapupReason AggregateWrapupReason
0..n1I<entity type>CumulativeEvent«interface»
I<entity type>CumulativeElement«interface»
ITimeRange«interface»
0..n1
Page 22 Siemens Communications
HiPath ProCenter SDKSummary of Integration Capabilities
Centralized Administration
Services
Custom Multimedia Interaction Handling
Custom Routing
Custom Real-time Views
Integrate existing administration applications • Query Users• Update Queues
Integrate existing desktop applications (e.g. custom softphone)• Generate custom screen pops• Initiate and perform CTI capabilities, e.g. answer a call, reply to an Email or send Email text
Create custom routing rules • Determine queues for custom routing• Update routing queues manually• Monitor calls in queue
Retrieve real-time & cumulative contact center statistics for custom monitoring views
Page 23 Siemens Communications
SDK Run-Time Modules (RTM)
Enable client execution of custom applications developed
using the SDK
RTM is licensed to customers (end users) in conjunction with
HiPath ProCenter Enterprise V7.0
RTM licensing is required for:
Custom client-based applications
Server-based Applications
Page 24 Siemens Communications
SDK Sales Qualification Process
Customer situations that require the SDK RTMs
Custom Development
Custom application development and/or Integration by HiPath
Professional Services or Systems Integrators (e.g. Custom Agent
Desktop)
3rd Party Software Vendor application integration
e.g. Integration of Real-time Agent Adherence Work Force
Management Product or other ISV applications
Page 25 Siemens Communications
SDK Sales Qualification Process
Customer situations that do not require the SDK RTM’s include:
An IVR script for a Intervoice, CreaLog or other 3rd party IVR
(IVR.API) configuration*
An application that uses the HiPath ProCenter
Screen-pop API
Customized reporting to collect and
display data from the Reporting Database
* Please refer to the IVR.API Integration Guide for HiPath ProCenter Enterprise for further information
Page 26 Siemens Communications
SDK RTM Licensing ScenarioCustom Application Development
Customer Scenario
Custom Browser based
Agent Desktop Application
was developed to integrate with
HiPath ProCenter Enterprise V7.0
by HiPath Professional Services
205 Concurrent Agents
Description Qty
1 Agent RTM License Bundle 5
50 Agent RTM License Bundle 1
150 Agent RTM License Bundle 1
Required Client Side RTM Licensing
* See your Siemens representative for further license structure and complete pricing.
Page 27 Siemens Communications
SDK RTM Licensing Scenario3rd Party Software Vendor application integration
Customer Scenario Server based integration of
a 3rd Party Solution with HiPath ProCenter Enterprise V7.0 by vendor
No HiPath ProCenter Desktop
50 Concurrent Users
* See your Siemens representative for further license structure and complete pricing.
Description Qty
1 Agent RTM License Bundle 0
50 Agent RTM License Bundle 1
150 Agent RTM License Bundle 0
Required Server Side RTM Licensing
Page 28 Siemens Communications
HiPath ProCenter Enterprise SDK – Project Examples
Page 29 Siemens Communications
SDK Project Example: Agent Real-Time View
Real-Time Statistics and graphical User States for:
HiPath ProCenter Agents
Back office users
Management
Available as
Browser Based client
Thick client
Multi-Tenancy administration
Virtual Groups acrossnetworked HiPath ProCenter
Multi-site Real-time Data Distributor
Automated configuration synchronization
Page 30 Siemens Communications
SDK Project Example: Browser based Desktop for HiPath ProCenter V7.0
Graphical User States for:
HiPath ProCenter Agents
Back office users
Management
Browser independent Java based client
Multi-Tenancy administration
CallBack functionality
Contact detail pop-ups
Configurable unavailable/wrap-up reasons
Page 31 Siemens Communications
SDK Project Example: Windows Messenger Integration
Visual real-time IM and telephony presence and availability of team members
Adds integrated soft-phone controls and communication tools within the Windows Messenger desktop
One-click-to-communicate or collaborate by voice or instant messaging
Microsoft Windows Messenger
HiPath ProCenter / Windows Messenger Custom Integration
Incoming and outgoing call history and from within Windows Messenger desktop
Automated screen pop “toast” as incoming calls arrive
Page 32 Siemens Communications
SDK Project Example: HiPath ProCenter Dialer
Multiple dial modes from conservative to aggressive (preview dialing, predictive dialing, power dialing,...)
Time Shifts for campaign dialing
Campaign related data collection
Optional overdial factor: throttle mechanism to adjust campaign execution to the operational status of the contact center
Integrated online reports
Real-timecampaign data
Consolidated inbound and outbound reporting
Page 33 Siemens Communications
SDK Project Example: Police Contact Management Application (UK)
HiPath Interaction Manager
Contact Management Application for Police Forces
Police Contact Management Application
Integrate telephony with mission critical crime incident reporting system developed by Siemens Engineering in UK
Improve access to information
Improve contact handling by providing call takers with access to supporting systems
Provide a single-point of access to police force applications, databases and information sources
Page 34 Siemens Communications
HiPath ProCenter Enterprise SDK – Siemens Enterprise Partner Program
Page 35 Siemens Communications
Siemens Enterprise Partner Program What is it ?
The Siemens Enterprise Partner Program allows systems integrators,
developers and resellers access to the HiPath ProCenter Software
Development Toolkit (SDK) for custom integration.
The SDK extends HiPath ProCenter Enterprises functionality by
allowing custom enhancements to meet unique customer business
requirements.
Contact your Siemens Channel Representative for partnership
information.
Further information can be found on the
Siemens Enterprise Partner Program
Page 36 Siemens Communications
Siemens Enterprise Partner Program Partner Criteria
Must have proven experience in the Contact Center Industry. Must have proven experience with Siemens HiPath ProCenter. Must have proven software development skills and experiences. If a Partner has not had previous experience with HiPath ProCenter,
they must enroll in the HiPath ProCenter Training Courses. Partner has committed to train and certify a minimum of two persons
for HiPath ProCenter SDK within his company at all time. Has to demonstrate industry quality processes (proven by
Methodology & Related Documents). Must have a maintenance process for supporting custom software
solutions. Have their own lab environment for developing, testing and
maintaining the specific custom applications.
Page 37 Siemens Communications
Siemens Enterprise Partner Program Benefits
As a member, we ensure the Partner is equipped with the knowledge
and tools necessary to develop integrated solutions
The Partner Program provides the following benefits:
First 15 hours of development support
Education and certification for 2 people on
Programming with the HiPath ProCenter SDK
Access to the HiPath Ready labs
(additional fee & excludes certification costs)
Access to the Siemens Enterprise Partner Program Portal Secure Logon with ID and password SDK, documentation and updates Latest News Partner Community (FAQs, Members Forum, Development Support Link)
Page 38 Siemens Communications
Siemens Enterprise Partner Program and SDKBenefits
Reduced development costs SDK is based on an open, standards-based architecture that does not require
managers to acquire proprietary development skills or development interfaces from
scratch A library of COM objects enables development on familiar programming languages
(e.g. Visual Basic and Visual C++) Reduced time to implement
Leverage existing developer knowledge base to integrate with your custom and 3rd
party applications for extended contact center functionality Minimize training impacts on your contact center staff by integrating with existing
desktop applications Non-proprietary interfaces reduce implementation timelines
Supported by a comprehensive partner program Provides integrators with the tools, information and support necessary to ensure a
successful integration and overall business solution
Page 39 Siemens Communications
HiPath ProCenter SDK - Benefits Summary
Accelerates ROI by Reducing
Application Development and Implementation Costs
Reduces Time to Deployment
(i.e. accelerates project timelines)
Provides a Turnkey Offering with the
Siemens Enterprise Partner Program
HiPath ProCenter EnterpriseSoftware Development Toolkit (SDK)