Automatic Call Distribution for Salesforce can be integrated in any Cloud or On-Premise PBX with the limitation, that Data Lookup and IVR is not supported.

System requirements

•Additional desk phone which supports uaCSTA protocol (Snom / Yealink) - configuration and details see

Concept

The setup requires to configure one desk phone per call distribution rule. If a queue can be configured as an extension, then a desk phone is not required. The desk phone can only be used for ACD for Salesforce and not for regular phone calls.

Workflow

•Inbound call to the main number (e.g. sales)

•Forward that call to the desk phone (e.g. extension 222) used for ACD for Salesforce. The desk phone must be configured in a way, that other inbound calls at the same time (extensions is busy) will be still ringing on that extension and not transferred anywhere else

•Mirage Cloud Service sends Caller ID / Called ID to ACD for Salesforce.

•ACD for Salesforce does a lookup in Salesforce depending on rules

•ACD for Salesforce provides an extension number to the Mirage Cloud Service

• Mirage Cloud Service initiates a call transfer via desk phone 222 to the retrieved extension number