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CTI Data Connector 5

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Update 5.6 (Spring 2018)

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The update is mandatory to install if Lightning Experience is used. CTI Data Connector SoftPhone Version 5.6.049 or higher is required

 

 

Modification history version 5.6 (1/2018)

Support of Spring 18 release -

Create a follow-up task once a call is over

Add the call result in the subject line of the activity - new variable {callresult}

 

{calltype} {time} {callresult}

New field: Call Hold Time

New field:Call Ring Time

New field: Call Duration (total)

New languages added: Chinese simple, Chinese traditional, Italian and Japanese

 

 

Sales Classic / Service Cloud / Lightning

Smart Assign - CTI Data Connector for Salesforce recognises, when an object (e.g. opportunity) is assigned, that does not belong to the Account or displays a warning, if no objects are assigned. We strongly recommend to enable that feature - see call center adapter (smart assign or older adapters automatically assign a call)

Incoming call - automatically create a case - the case is now only created when the call was answered. This is a signification improvement in a hunt group where it rings on e.g. 5 extensions but only on the extension, which answers the call, the case is created

Incoming call - automatically create a case - if the caller is not identified or there are multiple records with the same phone number, the case is created once a contact or account is selected

Call history list - when a call is active, the call history list is automatically closed to minimize scrolling because the additional fields in an active call (like phone note, follow-up task etc.)

Dialing from the CTI Data Connector SoftPhone does not dial a blank (empty) number

When having multiple TABs open the call synchronization was improved so that all TABs always have the same status of the call

Phone call termination - in case the phone system does not respond properly within 5 seconds to the phone call terminate command (red button), the call is terminated in the CTI Data Connector SoftPhone

Situations reduced, when a task save error could appear

The number stored in Salesforce is added in the call history list and not the number which was dialed - e.g. +497525518000 is stored in Salesforce but dialed number is 9004975255184000

The configuration in the call center adapter: Don't show internal calls was removed

 

Service Cloud / Lightning

The CTI Data Connector SoftPhone automatically minimizes after clicking on Save or when a called is missed

 

Lightning

The CTI Data Connector SoftPhone does not pop-out when a new TAB is opened and no call is active to improve the loading time of a new TAB

Depending on the setting in the SoftPhone Layout opening in a new TAB is supported

 

 

Sales Classic

Scroll bar improvements if multiple TABs have been open

 

 

 

Sales Classic / Service Cloud / Lightning

In case of caller ID not found and the option to create a new lead is set, only one lead is created if multiple TABs have been open

Incoming call - automatically create a case - in case multiple TABs have been opened it now only creates one Case

Depending on the setting in the SoftPhone Layout the Advanced Search (Multiple-matching records) opens in the existing Windows or new Browser TAB

Call history list was sorted sometimes in wrong chronological order

Russian translation was not displayed

 

Service Cloud

When call history was too long, a scroll bar has been missing

 

Sales Classic

Outgoing call from an account - automatically create a case - in case multiple TABs have been opened it now only creates one Case

 

Skype for Business

Option: Incoming Call - Truncate phone number at not working

Sometimes tel: was shown in front of the phone number in the call history list or in the caller / called ID in the activity

 

Install Update

The update installation process depends if you are using version 5.4 or  version  5.5

 

Version 5.5 / 5.6 Pre-Release installed

The Professional Edition can not be upgraded to version 5.6 at this time

 

Install CTI Data Connector SoftPhone application version 5.7.48.1

 

There is no need to update the Call Center Adapter or one of the connectors.

 

Version 5.0 to 5.4 installed

To update from version 5.4 to 5.6 requires additional steps. Read the update instructions from version 5.4 to version 5.5.

 

 

To install this update a valid cloud subscription is required.