Florist Application

Setting Up Retail Florist Overview

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

MAIN

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:

• 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.
• Press 2 for a regular order
• Press 3 for an existing order
• Press 4 for Weddings and Special Events  
• Press 5 for Accounting

WEBSITE

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.

CUSTOMER SERVICE

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.

 WEDDINGS

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.

Additional groups

• 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. 
• 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.
• 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.

The MAIN number will have the additional numbers used for ad campaigns in print, newspaper brochures, catalogs etc…

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.

Integration Overview

There are Four major components to the IPitomy Floral application.  

1. The IPitomy PBX which provides complete PBX services for the customers business, as well as Voice mail, Automated Attendant, ACD and all other PBX Services.
   •  The PBX is installed along with the appropriate number of telephones.
   • 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.  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 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.  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.
2. IPitomy Q Manager is desktop management software that resides on each users desktop.  This allows the users to monitor the call activity, see the status of other users, text message between users and much more. Q Manager is required to send the user/agents inbound Call ID to the RTI/Teleflora Point of Sale terminal.  Make sure that each desktop has the URL loaded from the PBX in the CTI setup screen.
3. RTI Server.  This is completely maintained by RTI.  The integration with the RTI server is already packaged up in the IPitomy Server.  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.  The RTI server should be updated to be capable of integrating with IPitomy.  If it is not, you can proceed with the install as though it is ready.  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.
4. The Floral prodigy Web Site.  This collects all of the call data from the PBX and combines it with the order data from RTI.  This is a remote hosted server that is not on site.  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.  The Floral Prodigy Server automatically will retieve the call records from the IPitomy  PBX.  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.

Floral Prodigy Reports Package

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:

http://<PBX IP ADDRESS>/ippbx/exportCSV.php?stime=&etime=&type=CSV

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.

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
• 207.36.190.0/24

Do not enable SMDR Authentication. This should be set to No. This will allow the PBX to communicate to the Floral Prodigy servers in regards to SMDR.

Setting Up RTI CTI integration

In 95% of Florist installs RTI is responsible for their router and network scheme. In these instances, they try to use a 192.168.1.x subnet. When a PBX is installed on this type of network, it is advised to use the default 192.168.1.249 IP address for the PBX as that is what RTI is expecting and they have left that as a free unique static IP for use in the PBX. RTI will also in most instances have their own server set to 192.168.1.21. In the rare case where they are not using a 192.168.1.x network scheme, they will most likely have the last octet for their server set to .21, and will be expecting the PBX to have a .249 address. If you plan for your install in this way everything will go as smoothly as possible.

If you have any questions about the localnet, please contact RTI M-F from 7am-5pm Central at 1-800-621-8324. Ask for manager services and you will be routed to someone that can answer any questions.

Setting the RTI Server Address

Type this into every browser that plans to use this application to set the address of the RTI server and press enter:

http://<pbx ip address>/ippbx/telFL.php?setServerIP=<RTI IP address>

Note: <pbx ip address> should be replaced with the LAN IP of the PBX (most likely 192.168.1.249). <RTI IP address> Should be replaced with the LAN IP of your RTI server (most likely 192.168.1.21). If you do not know this, it may be found by going to your RTI icon, and opening. The LAN IP is the IP configured there. If you are unable to discern this information, you can contact RTI at 1-800-621-8324 M-F 7am-5pm Central time. Ask for Managed Services.

There should be a message displayed upon successfully setting the address.

NOTE  PBX software must be on 5.x or later.

If RTI says you need to open port 4000, this is not a port forward in the router or the PBX, it is a setting that RTI needs to ensure is set up on their onsite server, which by default is typically configured.

Set Up URLs on Q Manager clients

In the PBX go to PBXSetup ScreenPop URLs

Enter a Name for the URL, then enter the URL below:

http://<pbx ip address>/ippbx/telFL.php?dt=A&num={0}&name={1}&DNIS={2}&agent={3}&ext={4}

Note: Replace <pbx ip address> with LAN IP of PBX
 
The fields on the URL match up with what is passed to the RTI system.  They are dynamically configured on the client where:  

• {0} = CID Number
• {1} = CID Name
• {2} = Dialed Number (for inbound calls)
• {3} = Logged in Agent (your agent in Q Manager)
• {4} = Your Extension number.

Click Add and then Save.

Note: All fields are dynamically configured. You need make no modifications to the URL other than LAN IP.

In the QManager client Select CTI->Screen Pops and then Import URLs. You should also check "Enable Automatic Popups"

Select the URL you entered into the PBX. 

• Make sure the box next to enabled is checked and press OK at the bottom of the Import dialog. 

You should now see that the URL is imported to the client's list of URLs. 

• Click, enabled, and click AutoPopInbound.
• Ensure that Use Browser is NOT checked.

NOTE: If you have remote users, you will need to ensure they are able to get in and access QManager from their remote location. The best and most secure option is to have the user come in via a VPN (you will need to add the remote sites LAN IP range to the Call Manager services [port 5048] that is in the [ACL]). If that is not possible, you will need to forward port 5048 from the PBX site router to the LAN IP of the PBX (you will need to add the remote site WAN IP to the Call Manager service [port 5048] that is in the [ACL]).