Customizing Your Voice-to-Ivanti-Neurons for ITSM Integration

the set up and configuration of users in voice utilizes standard business objects and forms business object and field names must be maintained so synchronization can occur with the exception of business object and field names, you can customize the integration to fit your needs some examples of potential customizations include the following role based forms that limit the specific data that supervisors can manage adding additional auditing of fields as required to track changes adding dashboards to show user dial plan and extension listings to effectively use the information in this section, you should have experience using and be familiar with user administration in voice when voice and have been properly integrated, much of the day to day administrative tasks for voice can be accomplished using before you begin, you need to load any user profiles that require voice access as employee records in this section does not cover voice specific settings refer to the voice online help for voice configuration settings this section focuses on the settings unique to a synchronized environment about administering the two systems typically, different sets of people administer and voice systems, so they use separate administrative interfaces however, they do have some user management features in common with , you can use synchronization so that users can be administered exclusively in voice automatically synchronizes the settings, eliminating duplicated efforts all synchronization between the two systems is from to voice no data is transferred from voice to installing and configuring ivanti voice for information about installing and configuring voice, see the ip communications management administrator guide in the knowledge base as article 25218 integrating ivanti voice with ivanti neurons for itsm after you have configured voice to integrate with , you need to configure to integrate with voice this is done through the configuration database log in to the configuration database for information about using the configuration database, see the configuration database guide for navigate to the tenants workspace, select the tenant that you want to integrate with voice, and open that record select the ipcm tab at the bottom of the tenants workspace enter the following values ipcm host enter the fully qualified domain name of the voice server ipcm port 5743 ipcm url enter the url in the form https //ivanti voice server/virtual directory name/c2twebservice asmx where ivanti voice server is the fully qualified domain name of the ivanti voice server and the virtual directory name for voice application as in iis ipcm login id enter a valid user name for voice this is used by to call web services in voice no specific role is required, it just needs to be a valid voice user ipcm password enter the password associated with the voice login id it is recommended that you change the default password in and update the same in voice as well ipcm url port enter the voice url port is hybrid voice check this if you want the system to ignore all the settings above (that start with voice) and to use the settings that were previously set in the configuration console ipcm tab in the configuration database save your changes is now configured to connect to voice managing a ivanti voice user account management voice user accounts are managed as employee records in they are administered through to administer voice users, follow these steps log in to open the employee workspace find the employee to manage, and open the employee record for that employee on the details tab, check enable voice to synchronize the user to voice and click save the system displays two new tabs, called voice agent properties and voice agent skills , from which you can configure the voice properties to disable a user account in voice, change the employee status to terminated the system disables the user on the next synch to stop a user from being synchronized to voice, uncheck enable voice to configure the voice properties of a user, select the voice agent properties tab enter values in the relevant voice properties this page consolidates all user and agent settings from the voice management portal to one form select is voice agent to assign the employee to the contact center agent role select is voice supervisor to assign them to the contact center supervisor role select both fields if the user will act as an agent and as a supervisor you can modify the permissions associated with these roles in the voice management portal you can assign additional roles for the user in the voice management portal in , users can control their phone via an integrated voice toolbar to allow a user to access this interface, check enable voice integrated toolbar if they will use the voice agent dashboard instead, do not select this option configuring user extensions in voice, users are assigned an extension, which is configured in the sip soft switch phones section of the voice management portal in , this is configured as a configuration item (inventory item) follow these steps to configure user extensions log in to the service desk console open the employee workspace, find the employee to manage, and open the employee record for that employee on the details tab, check enable voice to synchronize the user to voice and click save click the voice agent properties tab in the voip device field, select a voip device to associate with this user (you can also create a new configuration item, if the user has a soft phone, or a desktop ip phone that is not already generated as a configuration item click add voip to create a new configuration item of type voip enter a unique name for this device in the owner field, enter the name of the employee to which this extension is assigned ) enter the details that you would normally configure in the sip soft switch phones page of the voice management portal configure the type of device to be phone configure the number, which is the extension number associated with this extension you can also configure the authentication and forwarding sections as needed once you have associated a voip configuration item with the user, their extension is displayed in the voice agent properties tab click save assigning skills to a user if a user is assigned the role of contact center agent, you need to assign their skills on the voice agent skills tab this tab displays a list view of all of the agent's skills grouped by skill group log in to open the employee workspace, find the employee to manage, and open the employee record for that employee on the details tab, check enable voice to synchronize the user to voice and click save click the voice agent skills tab click new agent skill from the toolbar the system displays the new agent skill dialog box select the skill group, skill name, and threshold for the user to add a new skill group to , do the following a go to the configuration console and click extend > voice integration > skill groups to open the skill groups workspace b click new skill group and enter a skill group name c click save to add a new skill, do the following; a go to the configuration console and click extend > voice integration > skills to open the skills workspace b click new skill and enter a skill name and optionally a skill group c click save modifying the not ready reasons log in to open the employee workspace, find the employee to manage, and open the employee record for that employee on the details tab, check enable voice to synchronize the user to voice and click save click the voice agent properties tab enter values in the not ready reason required and initial not ready reason fields click save to add a new not ready reason, do the following a go to the service desk console and open the voice not ready reason workspace b click new voice defined reason and enter a new reason c click save modifying the ui language log in to the service desk console open the employee workspace find the employee to manage, and open the employee record for that employee on the details tab, check enable voice to synchronize the user to voice and click save click the voice agent properties tab enter values in the ui language field click save to add a new user interface language, do the following a go to the service desk console and open the voice ui supported language workspace b click new voice ui supported language and enter a new language c click save synchronizing users user synchronization occurs via a windows service running on the voice server the windows service polls on a predefined basis if the sync status record is set to start, it copies values from to voice go to the configuration console and click extend > voice integration > synchronization status to open the synchronization status workspace check enable sync click start sync this sets the value of the sync status field to start, which causes the synchronization to run the synch status record shows the last synch date and result you can find further details by clicking the audit tab the system automatically attaches a backup of the host configuration and sip server configuration files there must only be one synch status record for security reasons, the user password is not accessible to the voice synchronization service