ServiceManager - Microsoft... · • An agent can view and search the recent tickets of the caller and can update or create a new ticket. • To create a new ticket, the end-user

Skype for Business Adapter for ISM UserManual1.2

Service Manager

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Skype for Business Adapter for ISM User Manual

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TOCCopyright Notice 2Introduction 4Features 5

CTI Application (For Voice Calls) 5CWE Application (For IM Chats) 5

Audience 6Using the Skype for Business Adapter CTI Application 7Voice Call Life Cycle 10

Receiving an Inbound Call 10Placing an Inbound Call 12Working on Tickets 13Call Controls 15End Call 15After Call Work (ACW) 16

IM Chat Life-Cycle (CWE APPLICATION) 17Receiving an Inbound IM Chat Request 18Placing an Outbound IM Chat Request 18Working on Tickets 19End Chat Session 20


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IntroductionSkype for Business Adapter integrates Ivanti Service Manager (ISM) with Skype for Business (SfB). This integration extends SfB collaboration to the Ivanti Service Manager teams. The connector provides the user to create, update, and review incident requests from SfB. Hence, this solution helps the enterprise to leverage the existing investment on Microsoft’s Skype for Business (SfB) and Ivanti Service Manager.


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FeaturesCTI Application (For Voice Calls)

• Handle Inbound/Outbound SfB Voice calls.

• Screen pop voice caller details

• Create & Update tickets

• Search tickets

• Search Users

• CTI Call Controls

• Presence Control

• After Call Work

• Logging Call Metrics in ticket notes.

CWE Application (For IM Chats)• Handle Inbound/Outbound SfB IM chats.

• Display IM caller details in the Chat window extension (CWE)

• Create & Update tickets

• Search tickets

• Logging Chat conversation in ticket notes.


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AudienceSkype for Business enabled Ivanti Service Manager Agents.

• Starting Skype for Business Adapter Service

To start the skype for business adapter service:

• Double click the desktop shortcut.

• In the application, agent can see their Skype for Business presence status and Adapter service running status.

• Also, Adapter Service will start automatically on system start-up.

On minimizing to system tray, the adapter will continue to run in the background.


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Using the Skype for Business Adapter CTI ApplicationWhen an agent receives or initiates a voice call, the CTI application pops up and allows accessing the following pages:

1. New Ticket – Click on New Ticket tab, provide the input field, select the impact and urgency to create a New Ticket.

2. Recent tickets – Click on Recent Ticket tab, to view, search and update the existing ticket.

3. End Users – To search an End user provide end-user email ID or phone number.


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Voice Call Life Cycle

• Receiving an Inbound Call

• Placing an Outbound Call

• Working on Tickets

• Call Controls

• End Call

• After Call Work (ACW)

Receiving an Inbound Call

Contact Identified from Ivanti Service Manager

• Accept the call.


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• An agent can view and search the recent tickets of the caller and can update or create a new ticket.

• To create a new ticket, the end-user contact should be in Ivanti Service Manager. Else, create the end-user contact in the Ivanti web instance.

No Contact Identified from Ivanti Service Manager

If a contact is not identified in Ivanti service Manager:

• When displayed as an unknown end user, you should create the contact for the unknown end-user in the Ivanti Service Manager.

• Login as an administrator in the Ivanti web instance.

• On clicking more label in the menu bar, search for an employee under the search object box.

• Click on the new employee menu, fill all the mandatory fields, and click the save icon to create an end-user.

To search an Ivanti Service Manager end user:

• Go to the End Users tab.

• Type the End User Name and click the enter button. The search results will be listed.

• Choose the appropriate end user from the search results.

• On selection, the selected end user’s information and records get populated in the CTI Adapter application.


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Multiple End Users Identified from Ivanti Service Manager

If multiple end users were identified for an incoming call:

• Multiple matched end users will be listed in the search results column.

• Select an appropriate end user and work on the tickets.

Placing an Inbound Call

Outbound CallTo initiate a voice call request to an end user from the Ivanti Service Manager instance:

1. Click the call icon to place the outbound call.

2. On clicking the call icon, the call will connect to the previously connected end user.


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Working on Tickets

Creating a Ticket 1. Go to the New Ticket tab.

2. Enter the ticket subject. 3. Select the impact and urgency from the drop-down list. 4. Enter the ticket description. 5. Click the Create Ticket button.

The above points are applicable only when the end-user is available in the Ivanti service Manager. If not, contact has to create for the unknown end-user and can follow the above steps to create a ticket.

Updating a Ticket 1. Go to the Recent Tickets tab.


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Recent tickets will get listed.

2. Click on the ticket to update. You will be directed to view page of the ticket. 3. Enter the additional notes. 4. Click Update Ticket.

The ticket will be updated.

5. On clicking Go back, you will be directed to Recent Tickets screen.

Searching for a Ticket 1. Go to the Recent Tickets tab.

2. Provide the Ticket ID or Ticket Subject in the Search bar and press the enter button.

You will get the search result there.


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Call Controls

Mute 1. Click the Mute button.

2. To unmute, click the same button again.

Hold 1. Go to the Other Call Controls option.

2. Click the Call Hold button. 3. To resume, select the same button again.

End Call

Disconnecting a Call 1. Click the End Call button.


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The application goes to the After Call Work mode if the option is enabled in the Desktop application.

After Call Work (ACW)

End ACW 1. Change your Skype for Business status from the status select drop down.


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IM Chat Life-Cycle (CWE APPLICATION)When an agent receives or initiates an IM Chat request, the CWE application gets displayed in the agent’s conversation extension window.

Receiving an Inbound IM Chat Request

Placing an Outbound IM Chat Request

Working on Tickets


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Receiving an Inbound IM Chat Request

Contact Identified from Ivanti Service ManagerAccept a chat request, if the contact is identified from Ivanti Service Manager.

• The IM caller’s name with the Open Profile option is displayed in the End User panel.

• The agent can also view the recent tickets of the caller and can update or create a new ticket.

No Contact Identified from Ivanti Service ManagerAccept a chat request, if no contact is identified from Ivanti Service Manager.

• An Unknown End User label will be displayed in the End User panel.

• Create an end user in the Ivanti service Manager instance and proceed to work on the tickets.

Placing an Outbound IM Chat Request

Outbound Chat RequestClick on the chat icon to initiate a chat request.


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Working on Tickets

Creating a Ticket 1. Go to the New Ticket panel.

2. Provide the ticket subject, and select the impact and urgency from drop-down list. 3. Click the Create Ticket button.

Updating a TicketClick the update button provided under the Action column in the End User Tickets table.

Viewing a TicketClick the view button provided under the Action column corresponding to each ticket in the End User Tickets table.

Searching for a Ticket1. Provide the ticket ID or Subject in the search bar.

2. Click the enter button.


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End Chat SessionTo end a chat session, close the conversation window.


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ServiceManager - Microsoft... · • An agent can view and search the recent tickets of the caller and can update or create a new ticket. • To create a new ticket, the end-user

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