eRecruit & Avaya Integration - Palitto Consulting

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ContentAbout PCS ................................................... 2Solution Architecture ................................. 3Click to Dial ................................................ 4Screen Pop .............................................. 5-6User Validation and Mapping ....................... 7eRecruit Phone Logging .............................. 8Multi-eRecruit Instance Management .......... 9

eRecruit & Avaya IntegrationUpdated 7/2016

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150 Main Street, Wadsworth, OH 44281 • P: 330.335.7271 • www.palittoconsulting.com

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About PCSBusiness technology is our passion! Since 1996 Palitto Consulting Services (PCS) has been providing expert LAN/WAN, integration and custom software development services to the small and mid-sized business community. Our focus is integrating business systems to enable efficient business processes! Our team of experts is able to assist clients when determining which technology to purchase, how to use it, and how to optimize the technology for their unique business needs.

At PCS we do not have a “one size fits all” approach; we strive to provide customers with a custom solution tailored to best fit their unique business needs.

• PCS began working with the ShoreTel platform in 2002; we have over 50,000 hours of development time

• PCS team is ShoreTel Certified in both Installation and Support of Cloud, Onsite, Contact Center and Mobility Practices

• All of our team members reside in Ohio

• Our project history ranges from one location sites to large deployments with sites that span several states or countries

PCS Strives to be a World Class ShoreTel Partner!


Solution ArchitectureSolution that integrates the Avaya Telephony system with eRecruit to deliver screen pop, click to dial and call activity reporting functionalities.

The following is a diagram of interconnectivity and communication flows between eRecruit and Avaya Telephony.

eRecruit User Interface

eRecruit CTI Module

PCS CTI Integration App

IP Sec Secure Tunnel

Avaya AES Server APIs

Secure Channel Client Network

Phone Call Activity Logging

Inbound Call Flow Screen Pop

Outbound Click to Dial Calls

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Click To DialProvides a simple outbound dialing experience in eRecruit with PCS click to dial integration. In order to perform the dial, mapping eRecruit and Avaya user accounts is required. The user is able to click on a dial button available on the eRecruit screen and the agent’s phone makes an outbound call to the currently active business account or contact’s number from eRecruit.

The Click to Dial application checks the user’s phone status to confirm the user’s phone is logged in and ready for calls. The system will return a message to the user that their phone presence is not available if their Avaya presence is set to an out of office or away state.

eRecruit CTI Back End

eRecruit User Interface

Avaya DMCC API in AE Mode

POST CTI API

Avaya System Places Call

Avaya Call Data Logged In eRecuit


Screen PopAn integrated screen pop experience streamlines caller account lookup and logging in eRecruit. The system pops the matching records for the incoming caller id. If there are multiple records matching the incoming caller id, the system pops multiple record screens. These will most commonly be candidate and client screens.

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A variety of settings are provided in order to customize the user experience on when the screen pop occurs. The screen pop can occur while the phone is ringing or when the call is answered.

Avaya DMCC API in AE

Avaya Routes to User Extension

Avaya Telephony Receives Call

Pops to Matching Record(s)

PCS CTI Module

Contact

Opens to Basic Demographic Screen

Candidate

Client


User Validation and MappingUsers are validated against their active directory logged in user account. The PCS integrations looks up the user account logged into Windows and uses that account to link to the phone system extension.

PCS eRecruit Integration Apps

User Authorization

eRecruit User Object Enterprise AD

eRecruit User Login as Identifier

Translate Using AD Query

User Mapping

eRecruit User ID Field Telephony ID Fields

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eRecruit Phone LoggingFacilitate business intelligence reporting from within eRecruit by logging call activity in customer accounts. Phone call events are monitored in the Avaya Telephony platform and relayed in batch record sets to eRecruit. The PCS App monitors the Avaya AES event feed API and capture relevant inbound and outbound calls. These calls are batch accumulated and sent to eRecruit for activity logging in regular increments. The increment time is configurable in an XML configuration file.

Avaya Call Activity Feed

Sync with eRecruit

PCS Call Logging Module

Batch Data Processing

Batch Collection in PCS Module


Multi-eRecruit Instance ManagementThe PCS App monitors the Avaya AES event feed API and capture relevant inbound and outbound calls. These calls are batch accumulated and sent to eRecruit for activity logging in regular increments. The increment time is configurable in an XML configuration file.

Avaya Routes to User Extension

Captures Phone Call Event

Avaya Telephony Receives Call

PCS CTI Module

Records Phone Call Events in eRecruit

Avaya DMCC API in AE

Reads From Avaya CDR

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Palitto Consulting Services150 Main Street Wadsworth, OH 44281 P: 330.335.7271 F: 330.335.7275 www.palittoconsulting.com

eRecruit & Avaya Integration - Palitto Consulting

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