hipath procenter enterprise sdk

HiPath ProCenter EnterpriseSoftware Development Toolkit (SDK)

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


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


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


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


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


How the SDK interfaces with HiPath ProCenter

Centralized Administration

Services*


Custom Routing

Custom Real-time Views

HiPath ProCenter Administration Server &

Configuration Server

Business Need SDK Manager Object Connects to….


HiPath ProCenter Administration Server,

Email Server, Web Collaboration Server,

Callback Server & Real-Time Server

Media Manager


Routing Server or Network Server

Routing Manager


Statistics Server or Real-Time Server

Statistics Manager

* Read only access to Administration Data


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



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


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


MediaManager

RoutingManager

Statistics Manager



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


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


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


MediaManager

RoutingManager

Statistics Manager



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


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


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


MediaManager

RoutingManager

Statistics Manager



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


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


MediaManager

RoutingManager

Statistics Manager



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


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


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


HiPath ProCenter SDKSummary of Integration Capabilities

Centralized Administration

Services


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


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



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



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


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



Required Client Side RTM Licensing

* See your Siemens representative for further license structure and complete pricing.


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




Required Server Side RTM Licensing


HiPath ProCenter Enterprise SDK – Project Examples


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


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


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


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


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


HiPath ProCenter Enterprise SDK – Siemens Enterprise Partner Program


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


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.


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)


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


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)