The VONEXUS Enterprise Interaction Center™
IP PBX communications system

Integrations & Customization

Interaction Client® integrations for Microsoft® applications
ClientCOMLite, Interaction Attendant®, Vonexus Live Conference

Although Vonexus EIC comes as a complete, pre-integrated IP PBX phone and communications system, its open standards architecture offers plenty of flexibility to integrate the desktop applications and business processes that drive an enterprise.

From Vonexus EIC’s Interaction Client integrations for Microsoft applications to its ClientCOMLite API and Interaction Attendant auto attendant builder for IVR and screen pop application customization, the EIC solution lets you cover most every aspect of the interaction process. Add the Vonexus EIC Live Conference system for virtual e-Meetings, along with the Interaction Client .NET Edition for Microsoft Office Communicator , and EIC becomes an even more powerful all-in-one solution for business communications.

Click on the following screen graphics for a close-up view of EIC’s integration and customization capabilities.

Interaction Client integrations for Microsoft applications
Most enterprises today use Microsoft products to support their everyday business processes—and to elevate employee productivity and service levels while lowering the total cost of ownership of their business systems.

Interactive Intelligence offers several pre-integrated modules that bring Vonexus EIC’s Interaction Client desktop interface and interaction controls together with Microsoft’s most utilized business applications. And with the simple practicality of managing voice and data in a single environment, the result is a more productive workforce and faster, more attentive service for customers.

For more on Vonexus EIC’s Interaction Client Editions, also see the Desktop Productivity page or download the .NET Client Integrations for Microsoft Applications brochure (PDF).

 

Vonexus EIC Client Connector and call control toolbar for Microsoft Dynamics™ CRM
Pre-integrate Vonexus EIC’s Interaction Client call control toolbar to the Dynamics CRM application and give users total voice control—along with a screen-popped CRM form containing a customer’s account information each time a call comes in.

Voice response applications “out of the box”
Also because Vonexus EIC effectively offloads call activity via its integrated IVR functionality, the Client Connector for Dynamics CRM supports several practical voice response applications for touch-tone access to Accounts, Orders, Contacts, and Cases. By doing so, your enterprise can offer automated self service options that extend business hours and heighten customer satisfaction. You also avoid expensive computer telephony integration (CTI) projects, since IVR applications and caller prompts supported with Dynamics CRM are built using Vonexus EIC’s built-in Interaction Attendant® application.

 

EIC Client Connector for Microsoft Dynamics™ GP (Great Plains)
Financial transactions, order entry, fulfillment and collections are crucial to any business—and usually take place in conjunction with a customer’s phone call. Use the Dynamics GP connector with Vonexus EIC to match an incoming caller to their account and automatically screen pop a GP form to the Vonexus EIC user. Also leverage EIC’s on-demand recording to capture important conversations, and set auto attendant-based call rule actions for toast in the GP interface that indicates an incoming call and offers options to pickup the call or send it to voicemail.

 

Interaction Client Outlook .NET Edition
This .NET version runs inside Microsoft Outlook® and allows users to optimize Vonexus EIC’s IP PBX call control, presence, and other features alongside Outlook’s e-mail and Contacts—without ever leaving the Outlook client. Also consider this Edition’s contact and journal screen pops, and information workers efficiently control their contacts info, e-mail, phone calls and availability in one interface that increases productivity dramatically.

Back to top

ClientCOMLite
ClientCOMLite is an application programming interface (API) that provides basic telephony integration between an application and the EIC system. The interfaces, methods and properties in ClientCOMLite are especially useful for Vonexus EIC integrations to databases that populate screen pops with a customer’s data, account information, etc. A setup program in EIC’s Interaction Client® desktop interface makes it easy to install the ClientCOMLite API.

Back to top

Interaction Attendant®
System administrators can use Interaction Attendant to create and configure the Vonexus EIC system’s integrated IVR applications as well as pre-integrated screen pops for Microsoft Dynamics CRM and GP (Great Plains) applications. Among Interaction Attendant’s key benefits are its:

Simplicity and familiarity
The Interaction Attendant interface is designed with novice users in mind, offering a familiar, intuitive tree display to show the relationships among Vonexus EIC Servers, profiles, schedules, and menus, such as those for IVR.

Power
Create Vonexus EIC’s IVR applications along with pre-integrated screen pop applications using Interaction Attendant’s robust feature set and single interface environment.

Flexibility
Schedule Interaction Attendant profiles to activate automatically.

Database options for simple IVR applications
Use Interaction Attendant to configure simple database operations that support the IVR functionality in Vonexus EIC, and to deploy associated IVR applications such as Account Status, Product Order Verification, Help Desk Trouble Ticket Status and others. Interaction Attendant also offers the following database operations to simplify IVR application administration:

Database Query – Query a single column in a database table. For instance, look up the status field of a help desk ticket.
Database Record Selection – Select the record containing the results of a query.
Database Results Processing – Speak back the result as a dollar figure, numeric figure, etc.
Database Insert – Insert information into a database field for a specific record.
Database Delete – Delete a record in a database.

Microsoft Dynamics CRM and GP (Great Plains) connectors
Nodes in Interaction Attendant allow your enterprise to connect Microsoft’s Dynamics CRM and GP applications to the Vonexus EIC system to offer callers information about cases and their accounts. Nodes include:

Query Cases for Callers – Allows a caller to query their open cases, hear the case number, and select a particular case number for further details.
Play Case Results – Plays case results to a caller for their selected query.
Query Orders for Callers – Queries orders, allows a caller to select an order for greater detail, and then plays order information to the caller.

Back to top

Vonexus EIC Live Conference
Vonexus EIC Live Conference is an easy-to-use online meeting solution that brings people together wherever they are. Simply dial in to the Vonexus EIC Live Conference system using a telephone and Web browser connection, and virtual e-Meetings become a fully interactive forum for employees as well as customers and suppliers.

Features

• Centrally create and monitor all conferences using Live Conference’s Web-based administration application (shown here)
  
  
  • Enable conference Hosts to monitor a conference for when participants have logged in, the current call status, and remote caller information
  • Support general PIN access modes for conference attendees, and allow them to specify their PIN
  • Designate whether callers are announced by 1) Recording his or her name, 2) A brief tone generated by the Live Conference system or 3) Silence (all options include both an entry and exit announcement)
  • Manage conference activities using call controls for Hold, Mute, Disconnect, and Pickup
  • Place attendees on hold until the conference “Host” arrives, or begin a conference once its first two participants dial in
  • Opt to mute all callers not designated as a conference Host
• Schedule conferences to support single-event as well as recurring schedules (weekly, monthly, etc.)
  • Model recurring conferences from Microsoft Outlook’s Appointment Recurrence screens
  • Support specific time-zone via Live Conference settings
• Issue notifications for upcoming conferences using Microsoft Exchange or the Simple Mail Transfer Protocol (SMTP)
  • Configure notification text (system administrators)
  • Include user-defined messages, such as the conference’s agenda
  • Send notifications as an Outlook appointment message when using Exchange
  • Exchange integration requires Web Outlook to be activated on the Exchange Server
  • SMTP-based notifications include a vCalendar attachment for automatically adding the event to a conference recipient’s calendar
• Grant variable access to conferences based on a user’s configured profile; integrated NT authentication for user access is also available
  • Users logging in using their NT account can also pull from their Outlook Personal Contacts
• Maintain a list of personal contacts, for use in specifying conference parties
• Allow groups to access a directory of contacts based on an Exchange Address List (if used), Exchange Distribution List (if used), or any ODBC database
• Maintain multiple EIC Servers (acting as conference bridge servers) in Live Conference’s single Web interface
• Use dynamically-allocated resources to extend conference call times
  • The Live Conference system detects when a conference session is about to end, and allows the current conference to continue if other available resources are not reserved
  • If other resources are not available, Live Conference issues warning prompts and drops the active conference at its scheduled end time
• Record conference calls and archive recording files, which can be e-mailed to the conference Host and each participant
• Run reports to track Live Conference system usage for Groups, Billing Codes, Users, Phone Numbers, and Sites
  • Customize reports to run them directly from the main Live Conference Web interface

Back to top

Interaction Client .NET Edition
integration for Microsoft Office Communicator
As an enterprise-wide IM and presence management platform, Microsoft® Office Live Communications Server (Office Communicator) is based on the SIP (Session Initiation Protocol) and SIMPLE (SIP IM and Presence Leveraging Extensions) communications standards. Office Communicator also supports audio and video exchange, application sharing and data collaboration on a peer-to-peer basis.

To optimize Office Communicator capabilities, the Vonexus EIC system can be configured using SIP as its telephony interface along with its SIP-supported Interaction Client .NET Edition and the optional SIP Proxy Server from Vonexus parent company Interactive Intelligence. As such, Vonexus EIC serves as an IP communications platform that integrates well both with Office Communicator and Windows Messenger.

EIC provides a plug-in to integrate Vonexus EIC users to Office Communicator, in turn making the following features available when using the Interaction Client .NET Edition with the Office Communicator application.

EIC users can
• Initiate SIP calls to Office Communicator users
• Select “Start a Voice Conversation” in the Client’s Office Communicator Contacts tab
• Initiate IM sessions to Office Communicator users
• Initiate a SIP call to a directory entry that corresponds to an Office Communicator user by selecting the “Dial Default” menu action
• Add an Office Communicator “buddy list” as a Directory tab in the Interaction Client (for EIC users who also are an Office Communicator user)

Office Communicator users can
• View the status of Vonexus EIC users who also are Office Communicator users
• Use a PC as a SIP station to make external calls through Vonexus EIC (with Windows Messenger and RTC installed)
• Initiate a SIP call to an EIC user by clicking on the Vonexus EIC user in their buddy list
• Initiate an external SIP call to an EIC user by dialing the EIC user’s DID number or extension

Windows Messenger users can
• Initiate a SIP call to an Vonexus EIC user by selecting “Start a voice conversation” and typing in the EIC user’s address

Organizations can
• Leverage a “thin” client strategy that requires zero-effort deployment for distributed locations and remote users
• Map EIC status values plus Office Communicator status values:
  • Reduce bandwidth requirements
  • Deploy the Interaction Client .NET Edition from anywhere, with no need to install software at each desktop

Back to top

Back to Vonexus EIC main page

Desktop Productivity

Contact Center Capability

Messaging

Integrations & Customization

Reporting

Central Administration

Phones & Hardware

Vonexus EIC’s Architecture

Interactive Leasing

 

Interaction Mobile Office Product Snapshot (308Kb PDF)

Vonexus EIC Overview

Vonexus EIC Client Integrations for Microsoft .NET Applications (PDF)

EIC Industry Solutions

Case Studies: Practical Solutions for Any Business

Whitepapers and
Data Sheets (PDFs)