Florist Application - Revision history

Mike Lunn: /* Integration Overview */

2015-04-15T16:15:22Z

Integration Overview

Mike Lunn: /* Integration Overview */

2015-04-15T16:11:55Z

Integration Overview

Mike Lunn: /* Integration Overview */

2015-04-15T16:10:23Z

Integration Overview

Nick Branica at 16:07, 15 April 2015

2015-04-15T16:07:15Z

Nick Branica at 15:39, 15 April 2015

2015-04-15T15:39:00Z

Mike Lunn: /* Floral Prodigy Reports Package */

2014-12-31T21:42:56Z

Floral Prodigy Reports Package

John Wolfe at 15:02, 23 July 2014

2014-07-23T15:02:06Z

Mike Lunn: /* Floral Prodigy Reports Package */

2014-07-15T19:19:05Z

Floral Prodigy Reports Package

Mike Lunn: /* Floral Prodigy Reports Package */

2014-07-15T19:18:31Z

Floral Prodigy Reports Package

Mike Lunn: /* Floral Prodigy Reports Package */

2014-07-15T19:18:10Z

Floral Prodigy Reports Package

@@ Line 46: / Line 46: @@
 #'''IPitomy Q Manager''' is desktop management software that resides on each users desktop. &nbsp;This allows the users to monitor the call activity, see the status of other users, text message between users and much more.&nbsp;Q Manager is required to send the user/agents inbound Call ID to the RTI/Teleflora Point of Sale terminal. &nbsp;Make sure that each desktop has the URL loaded from the PBX in the CTI setup screen.
 #'''RTI Server'''. &nbsp;This is completely maintained by RTI. &nbsp;The integration with the RTI server is already packaged up in the IPitomy Server. &nbsp;What is needed for the RTI server is the LAN IP Address so it can be entered in as an address in their browser so the PBX knows where the RTI server is located on the network. &nbsp;The RTI server should be updated to be capable of integrating with IPitomy. &nbsp;If it is not, you can proceed with the install as though it is ready. &nbsp;Once the servier has been updated and is integrated with IPitomy, then everything should function normally provided there have been no major changes to the network topology.
-#'''The Floral prodigy Web Site'''. &nbsp;This collects all of the call data from the PBX and combines it with the order data from RTI. &nbsp;This is a remote hosted server that is not on site. &nbsp;All that needs to be done here is to make sure that there is a port on the router that is forwarded to port 80 on the PBX. &nbsp;The Floral Prodigy Server automatically will retieve the call records from the IPitomy &nbsp;PBX. &nbsp;Care musrt be take to not add the IP Address of the Floral Prodigy server to the access control list so it is not banned from communicating with the IPitomy PBX.
+#'''The Floral prodigy Web Site'''. &nbsp;This collects all of the call data from the PBX and combines it with the order data from RTI. &nbsp;This is a remote hosted server that is not on site. &nbsp;All that needs to be done here is to make sure that there is a port on the router that is forwarded to port 80 on the PBX. &nbsp;The Floral Prodigy Server automatically will retieve the call records from the IPitomy &nbsp;PBX. &nbsp;If you choose to use the SMDR Access Control List, you must add the IP addresses for the Floral Prodigy Server to allow them to communicate with the PBX, otherwise they will be blocked.  The SMDR is disabled by default and it is not critical to enable it.
 Follow the instructions carefully and test each component to make sure it is functioning properly the way the customer needs it.

@@ Line 45: / Line 45: @@
 #*The IP address of the RTI Server is required to create a URL that will send the caller ID to the RTI Point of Sales terminal once the call is answered. &nbsp;This URL will need to be programmedinto the PBX and the PBX will then distribute the URL to the Q Mangers when they are being setup. &nbsp;The Caller ID is sent to the RTI treminal, along with other call information and is used by the user to search for the customers account. &nbsp;This works similar to a screen pop, but the RTI server requires that the uaer/agent press a key in order to initiate the search.
 #'''IPitomy Q Manager''' is desktop management software that resides on each users desktop. &nbsp;This allows the users to monitor the call activity, see the status of other users, text message between users and much more.&nbsp;Q Manager is required to send the user/agents inbound Call ID to the RTI/Teleflora Point of Sale terminal. &nbsp;Make sure that each desktop has the URL loaded from the PBX in the CTI setup screen.
-#'''RTI Server'''. &nbsp;This is completely maintained by RTI. &nbsp;The integration with the RTI server is already packaged up in the IPitomy Server. &nbsp;What is needed for the RTI server is the LAN IP Address so it can be programmed into the IPitomy server so the PBX knows where the RTI server is located on the network. &nbsp;The RTI server should be updated to be capable of integrating with IPitomy. &nbsp;If it is not, you can proceed with the install as though it is ready. &nbsp;Once the servier has been updated and is integrated with IPitomy, then everything should function normally provided there have been no major changes to the network topology.
+#'''RTI Server'''. &nbsp;This is completely maintained by RTI. &nbsp;The integration with the RTI server is already packaged up in the IPitomy Server. &nbsp;What is needed for the RTI server is the LAN IP Address so it can be entered in as an address in their browser so the PBX knows where the RTI server is located on the network. &nbsp;The RTI server should be updated to be capable of integrating with IPitomy. &nbsp;If it is not, you can proceed with the install as though it is ready. &nbsp;Once the servier has been updated and is integrated with IPitomy, then everything should function normally provided there have been no major changes to the network topology.
 #'''The Floral prodigy Web Site'''. &nbsp;This collects all of the call data from the PBX and combines it with the order data from RTI. &nbsp;This is a remote hosted server that is not on site. &nbsp;All that needs to be done here is to make sure that there is a port on the router that is forwarded to port 80 on the PBX. &nbsp;The Floral Prodigy Server automatically will retieve the call records from the IPitomy &nbsp;PBX. &nbsp;Care musrt be take to not add the IP Address of the Floral Prodigy server to the access control list so it is not banned from communicating with the IPitomy PBX.

@@ Line 44: / Line 44: @@
 #*Groups will need to be setup with users/agents based on the customers requirements.
 #*The IP address of the RTI Server is required to create a URL that will send the caller ID to the RTI Point of Sales terminal once the call is answered. &nbsp;This URL will need to be programmedinto the PBX and the PBX will then distribute the URL to the Q Mangers when they are being setup. &nbsp;The Caller ID is sent to the RTI treminal, along with other call information and is used by the user to search for the customers account. &nbsp;This works similar to a screen pop, but the RTI server requires that the uaer/agent press a key in order to initiate the search.
-#'''IPitomy Q Manager''' is desktop management software that resides on each users desktop. &nbsp;This allows the users to monitor the call activity, see the status of other users, text message between users and much more.&nbsp;Q Manager is required to send the user/agents inbound Call ID to the RTI/Teleflora Point of Sale terminal. &nbsp;make sure that each desktop has the URL loaded from the PBX in the CTI setup screen.
+#'''IPitomy Q Manager''' is desktop management software that resides on each users desktop. &nbsp;This allows the users to monitor the call activity, see the status of other users, text message between users and much more.&nbsp;Q Manager is required to send the user/agents inbound Call ID to the RTI/Teleflora Point of Sale terminal. &nbsp;Make sure that each desktop has the URL loaded from the PBX in the CTI setup screen.
 #'''RTI Server'''. &nbsp;This is completely maintained by RTI. &nbsp;The integration with the RTI server is already packaged up in the IPitomy Server. &nbsp;What is needed for the RTI server is the LAN IP Address so it can be programmed into the IPitomy server so the PBX knows where the RTI server is located on the network. &nbsp;The RTI server should be updated to be capable of integrating with IPitomy. &nbsp;If it is not, you can proceed with the install as though it is ready. &nbsp;Once the servier has been updated and is integrated with IPitomy, then everything should function normally provided there have been no major changes to the network topology.
 #'''The Floral prodigy Web Site'''. &nbsp;This collects all of the call data from the PBX and combines it with the order data from RTI. &nbsp;This is a remote hosted server that is not on site. &nbsp;All that needs to be done here is to make sure that there is a port on the router that is forwarded to port 80 on the PBX. &nbsp;The Floral Prodigy Server automatically will retieve the call records from the IPitomy &nbsp;PBX. &nbsp;Care musrt be take to not add the IP Address of the Floral Prodigy server to the access control list so it is not banned from communicating with the IPitomy PBX.

@@ Line 43: / Line 43: @@
 #*The Florist application will require setup of Automated Attendants based on input from the customer
 #*Groups will need to be setup with users/agents based on the customers requirements.
-#*The IP address of the RTI Server is required to create a URL that will send the caller ID to the RTI Point of Sales terminal once the call is answered. &nbsp;This URL will need to be programmedinto the PBX and the PBX will then distribute the URL to the Q Mangers when they are being setup.
+#*The IP address of the RTI Server is required to create a URL that will send the caller ID to the RTI Point of Sales terminal once the call is answered. &nbsp;This URL will need to be programmedinto the PBX and the PBX will then distribute the URL to the Q Mangers when they are being setup. &nbsp;The Caller ID is sent to the RTI treminal, along with other call information and is used by the user to search for the customers account. &nbsp;This works similar to a screen pop, but the RTI server requires that the uaer/agent press a key in order to initiate the search.
 #'''IPitomy Q Manager''' is desktop management software that resides on each users desktop. &nbsp;This allows the users to monitor the call activity, see the status of other users, text message between users and much more.&nbsp;Q Manager is required to send the user/agents inbound Call ID to the RTI/Teleflora Point of Sale terminal. &nbsp;make sure that each desktop has the URL loaded from the PBX in the CTI setup screen.
 #'''RTI Server'''. &nbsp;This is completely maintained by RTI. &nbsp;The integration with the RTI server is already packaged up in the IPitomy Server. &nbsp;What is needed for the RTI server is the LAN IP Address so it can be programmed into the IPitomy server so the PBX knows where the RTI server is located on the network. &nbsp;The RTI server should be updated to be capable of integrating with IPitomy. &nbsp;If it is not, you can proceed with the install as though it is ready. &nbsp;Once the servier has been updated and is integrated with IPitomy, then everything should function normally provided there have been no major changes to the network topology.

@@ Line 34: / Line 34: @@
 Remember, every call in campaign will also read the name of the campaign on the indicator on the Q Manager screen. The groups are for skilled based routing and creating the experience you wish for your customer to receive when they call your shop.
 = Floral Prodigy Reports Package<br/> =
-In order to set up Floral Prodigy two things need to be enabled. The IPitomy program must be setup to communicate with the Teleflora RTI program. IPitomy Tech Support can help with this. Be prepared to have the IP address of the PBX, Part 22 and port 80 forwarded to the PBX. You will need to provide the external IP address to the Floral Prodigy setup administrator and the IP address of the RTI system to the IPitomy technical support engineer to set up RTI. RTI will also need to enable your system for integration with the IPitomy and Floral Prodigy applications.
+In order to set up Floral Prodigy two things need to be enabled. The IPitomy program must be setup to communicate with the Teleflora RTI program. IPitomy Tech Support can help with this. Be prepared to have the IP address of the PBX, Port 22 and port 80 forwarded to the PBX. You will need to provide the external IP address to the Floral Prodigy setup administrator and the IP address of the RTI system to the IPitomy technical support engineer to set up RTI. RTI will also need to enable your system for integration with the IPitomy and Floral Prodigy applications.
 From the information we have gotten from the techs at Floral Prodigy, the following string is what works to poll our PBX for SMDR information:

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 You will need to set the stime value as the epoc time you want the report to start. This will ensure you are not pulling reports that repeat data from previous days. You do not need to set etime, but you can if you want to stop at a certain point, otherwise it will pull all records beginning at the stime value to current. NOTE: If there is any confusion, have Floral Prodigy check how they have other florist sites configured to work with IPitomy, as the process is the same.
-You should also navigate to PBX Setup=>Services and click the button for SMDR Access. Enable the feature and add the following IP ranges given to us by Gravity Free:
+It is not required, but if you enable SMDR Access Control List (navigate to PBX Setup=>Services and click the button for SMDR Access) you will need toadd the following IP ranges given to us by Gravity Free:
 *64.156.29.0/24

@@ Line 3: / Line 3: @@
 The retail florist needs ring groups and menus set up so calls can be identified for the following reasons • For skills based routing. Staff has different levels of experience and limited to certain actions. For example, someone could be in the sales and customer service group and others may not be trained in customer service so they would only take sales calls. • Now owners on the other hand may use the find me follow me feature or they may be in a group so someone else could possibly answer their phone from another desk. This also is the same scenario with weddings, possibly a buying department and/or the design center. There are lots of choices here but I will break down the most common uses below. Since the IPitomy phone system works hand in hand with floral prodigy reporting, we need to add DID’s to the system. Our preferred phone service is Windstream. Therefore, Windstream will bring in an average of 60 DID’s. They then need to be pointed to the following ring groups that need to be created during installation or at any time in the future. The ones with * before them are optional depending on the operation
-=== <span style="font-size: 12px;">MAIN</span><br/> ===
+=== <span style="font-size: 12px">MAIN</span><br/> ===
-<span style="font-size: 12px;">Everyone must have the MAIN group. In our case it would be named MAIN. 25% of the numbers should point here including the main number phone number of the shop. This group will handle all calls coming in from print ads as well and would have a general message on hold uploaded that reflects the main points about the shop. Now before a call reaches this ring group you have options to set up menus to direct customers to a more specific call group. For example our menus are set to the following:</span>
+<span style="font-size: 12px">Everyone must have the MAIN group. In our case it would be named MAIN. 25% of the numbers should point here including the main number phone number of the shop. This group will handle all calls coming in from print ads as well and would have a general message on hold uploaded that reflects the main points about the shop. Now before a call reaches this ring group you have options to set up menus to direct customers to a more specific call group. For example our menus are set to the following:</span>
 *Press 1 for Holiday order. When a customer comes in on the MAIN line and selects #1 for we know they are a high priority and ready to place an order. This group is only activated during holidays and announced on the voice greeting to press 1 if you want to place an order for the upcoming holiday which is also announced. Every sales agent in the sales groups are also in the HOLIDAY group. This also can have a special greeting when they are on hold that reflects the holiday. There would not be numbers pointing to this menu when there is no holiday.
@@ Line 13: / Line 13: @@
 *Press 5 for Accounting
-=== <span style="font-size: 12px;">WEBSITE</span><br/> ===
+=== <span style="font-size: 12px">WEBSITE</span><br/> ===
-<span style="font-size: 12px;">This group would need to have 50% of the numbers point to here. This is where we would pull phone numbers for GOOGLE, MSN, YELLOWPAGES.com or any online leads. When the customer clicks on the ad, this phone number will appear on the website and you know every caller in this group is looking at the website. We do not give them menu options in this group as we want them to stay here so we have trained agents to handle web related sales calls.</span>
+<span style="font-size: 12px">This group would need to have 50% of the numbers point to here. This is where we would pull phone numbers for GOOGLE, MSN, YELLOWPAGES.com or any online leads. When the customer clicks on the ad, this phone number will appear on the website and you know every caller in this group is looking at the website. We do not give them menu options in this group as we want them to stay here so we have trained agents to handle web related sales calls.</span>
-=== <span style="font-size: 12px;">CUSTOMER SERVICE</span><br/> ===
+=== <span style="font-size: 12px">CUSTOMER SERVICE</span><br/> ===
-<span style="font-size: 12px;">This is usually just 1 phone number that people call with questions about their order and is also included in the menu of the MAIN group. It needs to be separated so you can have people trained accordingly to handle this group.</span>
+<span style="font-size: 12px">This is usually just 1 phone number that people call with questions about their order and is also included in the menu of the MAIN group. It needs to be separated so you can have people trained accordingly to handle this group.</span>
-=== <span style="font-size: 12px;">&nbsp;WEDDINGS</span><br/> ===
+=== <span style="font-size: 12px">&nbsp;WEDDINGS</span><br/> ===
-<span style="font-size: 12px;">It is advised that 2-3 numbers are assigned here so leads can be tracked from the knot or wedding wire. This being in its own group allows for certain people to be added that could be designers or weddings and/or event staff. This group is also part of the MAIN menu in case a customer calls the main phone line.</span>
+<span style="font-size: 12px">It is advised that 2-3 numbers are assigned here so leads can be tracked from the knot or wedding wire. This being in its own group allows for certain people to be added that could be designers or weddings and/or event staff. This group is also part of the MAIN menu in case a customer calls the main phone line.</span>
-== <span style="font-size: 12px;">Additional groups</span><br/> ==
+== <span style="font-size: 12px">Additional groups</span><br/> ==
-*<span style="font-size: 12px;">VIP can be a special number that rings certain extension and even cell phones. This could be phone numbers given to all funeral homes, commercial standing order accounts or any special VIP that you want them to bypass the prompts and get your best people. This can also forward to a different destination. So for example, if you gave this number to brides and if they called after hours and this line forwarded to someone dedicated to be on call, you would be able to give them priority service. It is a selling point at Beneva that our brides have access to our staff anytime then need us.&nbsp;</span>
+*<span style="font-size: 12px">VIP can be a special number that rings certain extension and even cell phones. This could be phone numbers given to all funeral homes, commercial standing order accounts or any special VIP that you want them to bypass the prompts and get your best people. This can also forward to a different destination. So for example, if you gave this number to brides and if they called after hours and this line forwarded to someone dedicated to be on call, you would be able to give them priority service. It is a selling point at Beneva that our brides have access to our staff anytime then need us.&nbsp;</span>
-*<span style="font-size: 12px;">Yellow Pages or another location you may have or a business you may have purchased. You can build groups depending on your needs to accommodate any experience you want to create. This way you control the Message on hold, the clerks available to take those calls and the experience the customer gets when they call.</span>
+*<span style="font-size: 12px">Yellow Pages or another location you may have or a business you may have purchased. You can build groups depending on your needs to accommodate any experience you want to create. This way you control the Message on hold, the clerks available to take those calls and the experience the customer gets when they call.</span>
 *The options are almost endless as to what you can do. This is a starting point. The groups numbered 1-4 should be set up by default. Considering 1 number for Customer Service and a few in weddings and events so basically this leaves you with about 20% extra numbers. I woud say if they don’t have a place to point them just send the overflow to the website group as this is going to be the area to most likely grow.
@@ Line 43: / Line 43: @@
 <br/><nowiki>http://<PBX IP ADDRESS>/ippbx/exportCSV.php?stime=&etime=&type=CSV</nowiki>
 You will need to set the stime value as the epoc time you want the report to start. This will ensure you are not pulling reports that repeat data from previous days. You do not need to set etime, but you can if you want to stop at a certain point, otherwise it will pull all records beginning at the stime value to current. NOTE: If there is any confusion, have Floral Prodigy check how they have other florist sites configured to work with IPitomy, as the process is the same.
-You should also navigate to PBX Setup=>Services and click the button for SMDR Access.  Enable the feature and add the following IP ranges given to us by Gravity Free:
+You should also navigate to PBX Setup=>Services and click the button for SMDR Access. Enable the feature and add the following IP ranges given to us by Gravity Free:
 *64.156.29.0/24
 *207.36.190.0/24
 This will allow the PBX to communicate to the Floral Prodigy servers in regards to SMDR.
 {{:RTI Integration}}

← Older revision		Revision as of 19:18, 15 July 2014
Line 44:		Line 44:

	You will need to set the stime value as the epoc time you want the report to start. This will ensure you are not pulling reports that repeat data from previous days. You do not need to set etime, but you can if you want to stop at a certain point, otherwise it will pull all records beginning at the stime value to current. NOTE: If there is any confusion, have Floral Prodigy check how they have other florist sites configured to work with IPitomy, as the process is the same.		You will need to set the stime value as the epoc time you want the report to start. This will ensure you are not pulling reports that repeat data from previous days. You do not need to set etime, but you can if you want to stop at a certain point, otherwise it will pull all records beginning at the stime value to current. NOTE: If there is any confusion, have Floral Prodigy check how they have other florist sites configured to work with IPitomy, as the process is the same.
		+
		+	You should also navigate to PBX Setup=>Services and click the button for SMDR Access. Enable the feature and add the following IP ranges:
		+	64.156.29.0/24
		+	207.36.190.0/24
		+	This will allow the PBX to communicate to the Floral Prodigy servers in regards to SMDR.

	{{:RTI Integration}}		{{:RTI Integration}}