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Salesforce - requirements, custom fields / objects

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Salesforce license

The Salesforce Professional, Enterprise, Unlimited, Developer Edition, a force.com or App Cloud license is required for the call center functionality. It works with the Sales / Service Cloud in Classic and Lightning Experience.

 

Installation of custom fields and custom objects

Standard Objects

The managed package installs the following custom fields in standard objects.

 

Object

Field Label

API Name

Installed with Package

Activity

Call Duration (total)

Mirage_OpenCTI_TotalCallDuration__c

no - see add additional fields


Called ID

Mirage__Mirage_OpenCTI_CalledId__c

yes


Call End

Mirage__Mirage_OpenCTI_CallEnd__c

yes


Caller ID

Mirage__Mirage_OpenCTI_CallerId__c

yes


Call Hold Time

Mirage_OpenCTI_CallHoldTime__c

no - see add additional fields


Call Ring Time

Mirage_OpenCTI_CallRingTime__c

no - see add additional fields


Call Start

Mirage__Mirage_OpenCTI_CallStart__c

yes


Internal Call ID

Mirage__Mirage_Call_ID__c

yes


IVR ID

Mirage_OpenCTI_IVR_Id__c

no - see add additional fields


Call Start Time (hour)

Mirage_OpenCTI_Call_Start_Time_Hour__c

no - see add additional fields


Call Transfer Type

Mirage_OpenCTI_Call_Transfer_Type__c

no - see add additional fields


Incomplete call history TAB

Mirage_Incomplete_Calls_Selector__c

no - see add additional fields


Campaign ID

Mirage_OpenCTI_Call_List_Id__c

no - see add additional fields

User

CTI Data Connector Login ID

Mirage__Mirage_OpenCTI_OwnLoginId__c

yes - see own login ID

 

Custom Objects

The managed package installs the following custom objects.

 

Object

Purpose

Mirage Call Center - Call Wrap-Up

Call Center Configuration - Call Wrap-Up

Mirage Call Center - Dialing Option

Call Center Configuration - Dialing Options

Mirage Call Center - Expert Setting

Call Center Configuration - Expert Settings

Mirage Call Center - Presence State

Call Center Configuration - Presence State

Mirage Call Center - Setup

Call Center Configuration - Main Setup Page

Mirage Call Center - SoftPhone

Call Center Configuration - Softphone

Mirage Call Center - User

Call Center Configuration - Add Users

Mirage Call Center - Workflow

Call Center Configuration - Workflows

Mirage Call Center - phone line

Call Center Configuration - Outgoing phone lines

Mirage_AgentLoginProtocol

Activates time tracking feature via presence state

 

 

Remote Site Settings

Adds a record in remote site settings: Mirage_Remotesite

 

 

incomplete call history tab

Campaign ID