CTI Data Connector
Modification history version 5.9 - Spring 2019 - (5/2019)
Sales Classic / Service Cloud / Lightning
•Call Wrap-Up groups - e.g. call wrap-up list for Sales or Service ***
•Save call wrap-up selection language dependent instead of saving all results in one language ***
•Create a new record (e.g. contact or case) during a call ***
•Omni-Channel integration ***
•Hold button can be disabled ***
•Follow-up task - use specific record type ***
•Follow-up event - use specific record type ***
•Case create- use specific record type ***
•Inbound call: Open an account instead of a contact ***
•Phone note can be configured to be mandatory ***
•Complex rules to analyze a phone number for incoming calls (required for Nfon) ***
Lightning
•Optimize scrolling when a call is over by placing a save button at the top and the bottom of the CTI Data Connector SoftPhone
Call Center Configuration (only extended configuration ***)
•Open an account instead of a contact
•A configuration that the phone note is mandatory
•Call Wrap-Up groups - e.g. call wrap-up for Sales and Service
•Save call wrap-up selection language dependent
•Define record types for when follow-up task or case is created
•Truncate multiple prefixes for incoming call
•When a user is added to a call center configuration, automatically this user is assigned to a license and call center adapter
•When a user is removed from a call center configuration, automatically the license is removed for this user, and the user is removed from the call center adapter
•In new installations, the option: Use own login ID is enabled by default
•Hold button can be disabled
Sales Classic / Service Cloud / Lightning
•Adding an own Login ID in the user record has now a validation rule so that the Login ID must be unique
•The label subject above the phone note changed to label phone note
•Inbound call: If the phone number starts with a # sign it is no longer treated as an internal call
•Call Result list was moved to a different area in the CTI Data Connector SoftPhone to minimize scrolling
•The call result list is now sorted as defined in the setup, picklist sort order
•Validate that the own login ID is unique per user
Lightning
•Automatic answer function is now supported in Lightning
•Once a call is over, and information is required (e.g., call wrap-up) the cursor is positioned on the required field, and an error message is displayed
Sales Classic / Service Cloud / Lightning
•If call duration is 0 because there was a connection issue during the call, the call duration is recalculated using the call start time
Phone System integrations
Support for CTI Data Connector - TAPI Link and CTI Data Connector - Skype for Business Link as well as GoConnect server with TLS1 will be discontinued in Summer 2019 Release. An update for the connectors to version 5.7 or newer is mandatory until that date. GoConnect server requires a release 2.6.12 or newer.
Install Update
The update installation process depends if you are using connectors and if new call center adapter configurations should be used. You should move to the Extended Call Center Configuration even if the legacy configuration is still supported. Steps how to upgrade from legacy to extended call center configuration.
•Install CTI Data Connector SoftPhone application version 5.9 (mandatory)
•Requires extended Call Center Configuration (only required for all modifications marked with ***. Recommended to use only this configuration)
•Update CTI Data Connector - TAPI Link or CTI Data Connector - Skype for Business Link (mandatory if less than 5.7)
Need help with upgrading the version? Contact sales@mirage-systems.com to get a quote.
