HiPath ProCenter Enterprise

Software Development Toolkit (SDK)

 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

Page 2 Siemens Communications

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

Page 3 Siemens Communications

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

Page 4 Siemens Communications

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:

Extend contact center HiPath ProCenter SDK

capabilities but manage
Enables IT development staff to
tight IT budgets
extend contact center functiona-
lity for features such as:
Integrate with 3rd party or • Custom Desktop
custom applications • Custom Screen Pop
without increased
Solution
• Custom Softphone Integration
development costs • Real-time Presence and
Contact Views
• Special Multimedia Interaction
Control implementation
Handling
timelines
• Custom Routing
• Statistical Reporting

Page 5 Siemens Communications

 HiPath ProCenter SDK - Components

 The SDK is divided into five manager objects

 Managers group similar
functionality into a
HiPath
single access point ProCenter
Manager
 Each manager performs
a specific task for integration
and development of:
Administration Media Routing Statistics
 Centralized Manager Manager Manager Manager
Administration Services
 Custom Multimedia HiPath ProCenter Software
Interaction Handling Development Toolkit
 Custom Routing
 Custom Reporting of
real-time statistics

Page 6 Siemens Communications

 How the SDK interfaces with HiPath ProCenter

Business Need SDK Manager Object Connects to….

Centralized HiPath ProCenter
Administration
Administration Administration Server &
Manager
Services* Configuration Server
* Read only access to Administration Data

HiPath ProCenter
Administration Server,
Custom Multimedia Email Server, Web
Media Manager
Interaction Handling Collaboration Server,
Callback Server & Real-
Time Server

HiPath ProCenter
Routing Administration Server,
Custom Routing
Manager Routing Server or Network
Server

HiPath ProCenter
Custom Real-time Statistics Administration Server,
Views Manager Statistics Server or Real-
Time Server
Page 7 Siemens Communications
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 control
HiPath
ProCenter
Manager

Administration Media Routing Statistics

Manager Manager Manager Manager

Page 8 Siemens Communications

 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

Page 9 Siemens Communications

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 HiPath
connected servers ProCenter
Manager

Administration Media Routing Statistics

Manager Manager Manager Manager

Page 10 Siemens Communications

 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

Page 11 Siemens Communications

 Administration Manager – Diagram

IAdministrationManager
«interface»

...
+ QueryAggregates() : IAggregates
+ QueryGroups() : IGroups
+ QueryDepartments() : IDepartments
+ QueryWrapupReasons() : IWrapupReasons
+ QueryEmailDiscardReasons() : IEmailDiscardReasons
+ QueryEmailTemplates(queueKey : long) : IEmailTemplates
+ QueryWebCollaborationTemplates(queueKey : long) : IWebCollaborationTemplates
Note: Only newly added methods
+ QueryWebCollaborationLanguages are shown
() : Ilanguages
...

Note: Only newly added methods are shown

I<entity>s
«interface» 1 * I<entity>
«interface»
+ Count() : integer
+ Item(integer key) : I<entity>

Page 12 Siemens Communications

 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 callbacks
HiPath
Connects to HiPath ProCenter ProCenter
Administration Server, Manager

Telephony Server,
Email Server,
Web Collaboration Server,
Callback Server, Administration Media Routing Statistics
Manager Manager Manager Manager
Real Time Server
 Reports on change of
state of connected
servers

Page 13 Siemens Communications

 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

Page 14 Siemens Communications

 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

Page 15 Siemens Communications
 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.
HiPath
 Connects to ProCenter
Manager
HiPath ProCenter
Administration Server,
Routing Server
 Reports on change Administration Media Routing Statistics
Manager Manager Manager Manager
of state of
connected servers

Page 16 Siemens Communications

 HiPath ProCenter Routing Manager –
Examples of Methods

Method Description

GetFunctionalityState Checks the state of the various functionalities that the Routing
Manager supports

ListenForEvents / Used to register/de-register for events from the Routing Manager

StopListeningForEvents
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
Page 17 Siemens Communications
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 HiPath
ProCenter
Administration Server, Manager
Statistics Server or
Real Time Server
 Reports on change of state
Administration Media Routing Statistics
of connected servers Manager Manager Manager Manager

Page 18 Siemens Communications

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

Page 19 Siemens Communications

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

Page 20 Siemens Communications

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

I<entity type>CumulativeEvent 1 0..n ITimeRange 1 0..n I<entity type>CumulativeElement

«interface» «interface» «interface»

 <entity type> is one of the following:

 User
 Group
 Queue
 Aggregate
 Contact
 UserWrapupReason
 QueueWrapupReason
 AggregateWrapupReason
Page 21 Siemens Communications
HiPath ProCenter SDK
Summary of Integration Capabilities

Centralized Integrate existing administration

applications
Administration • Query Users
Services • Update Queues
Integrate existing desktop
applications (e.g. custom softphone)
• Generate custom screen pops
Custom Multimedia
• Initiate and perform CTI capabilities,
Interaction Handling
e.g. answer a call, reply to an Email
or send Email text

Create custom routing rules

• Determine queues for custom
Custom Routing routing
• Update routing queues manually
• Monitor calls in queue

Retrieve real-time & cumulative

Custom
contact center statistics for custom
Real-time Views monitoring views

Page 22 Siemens Communications

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

Page 23 Siemens Communications

SDK Sales Qualification Process

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

Page 24 Siemens Communications

SDK Sales Qualification Process

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

Page 25 Siemens Communications

SDK RTM Licensing Scenario
Custom Application Development

Customer Scenario Required Client Side RTM Licensing

 Custom Browser based

Description Qty
Agent Desktop Application
1 Agent RTM License Bundle 5
was developed to integrate with
50 Agent RTM License Bundle 1
HiPath ProCenter Enterprise V7.0 150 Agent RTM License Bundle 1

by HiPath Professional Services

 205 Concurrent Agents

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

Page 26 Siemens Communications

SDK RTM Licensing Scenario
3rd Party Software Vendor application integration

Customer Scenario Required Server Side RTM Licensing

 Server based integration of
a 3rd Party Solution with Description Qty
HiPath ProCenter Enterprise
1 Agent RTM License Bundle 0
V7.0 by vendor
 No HiPath ProCenter 50 Agent RTM License Bundle 1
Desktop 150 Agent RTM License Bundle 0
 50 Concurrent Users

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

Page 27 Siemens Communications

HiPath ProCenter Enterprise SDK –
Project Examples

Page 28 Siemens Communications

 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 across
networked HiPath ProCenter
 Multi-site Real-time Data Distributor
 Automated configuration
synchronization

Page 29 Siemens Communications

 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

Page 30 Siemens Communications

 SDK Project Example:
Windows Messenger Integration

Adds integrated soft-

phone controls and
Incoming and communication tools
outgoing call history within the Windows
and from within Messenger desktop
Windows Messenger
desktop
One-click-to-
Microsoft Windows
communicate or
Messenger
Visual real-time IM collaborate by voice
and telephony or instant messaging
presence and
availability of team Automated screen
members pop “toast” as
incoming calls
arrive

HiPath ProCenter / Windows

Messenger Custom Integration
Page 31 Siemens Communications
 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-time
campaign data
 Consolidated inbound
and outbound
reporting
Page 32 Siemens Communications
 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
Page 33 Siemens Communications
HiPath ProCenter Enterprise SDK –
Siemens Enterprise Partner Program

Page 34 Siemens Communications

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

Page 35 Siemens Communications

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.
Page 36 Siemens Communications
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)
Page 37 Siemens Communications
Siemens Enterprise Partner Program and SDK
Benefits

 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

Page 38 Siemens Communications

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

Page 39 Siemens Communications

HiPath ProCenter Enterprise
Software Development Toolkit (SDK)