Placetel CTI für Salesforce

 

The dialing options configuration depends on the PBX and on the country your are located.

 

 

Important settings which always have to be reviewed or changed

 

Outside Prefix - (number to access an outside line)

e.g. in US   91 407-398-6913 or in Europe it is often 0 031976354

 

Note: Some US providers require a 91 as a prefix

 

Area Code

Area Code without Long Distance Prefix - e.g. 646

Required if rule Do not dial my local area code is set to Y

 

Long Distance Prefix

Carrier Code to make a long distance call - e.g in US 1 407-398-6913, in Europe it is often 0 e.g. 031976354. There are some countries without a long distance prefix, e.g. Denmark

 

International Prefix

Carrier Code to make an international call - e.g. in US 011497525529339 to make a call to Germany, in Europe it is often 00 e.g. 00497525529339

 

Country Code

Country code of your country - e.g US is 1, Germany 49. Click here for a list of all country codes

 

Length of internal phone numbers

Needed to distinguish between internal and external calls, the maximum number of digits for an internal phone number (extension) is required (example: the internal phone numbers are 0 to 99 - the Length of internal phone numbers = 2)

 

 

Outgoing Call - Truncate phone number at a special character.

This allows storing a phone number with an extension e.g. in the following format:  646.257.3801 x 22. where x 22 indicates the extension 22 which should not be dialed.

 

Incoming Call - Truncate phone number at

This option is needed with IP phones and a TAPI driver which passes the phone number with IP information.

 

Example

The phone number is passed as 0734273830@myprovider.com or 075255184000;phone-context=enterprise . This option allows to truncate all characters after the specified character - e.g. @ or ;

 

Incoming Call - Truncate Prefix

If the phone system adds a prefix for an external call, this prefix can be removed. Otherwise prefixes can be added before the number is dialed.

 

Example

The phone number 0734273830 is signaled as 00734273830. In this case the prefix 0 has to be removed to allow a correct caller identification.

 

If the TAPI driver signals the incoming phone number without a leading 0, then configure: Incoming Call - Add Prefix.

 

Example

The phone number 0734273830 is signaled as 734273830. In this case the prefix 0 has to be added for incoming calls to allow a correct caller identification.

 

Incoming Call - Add Prefix

In case the phone system removes the prefix (e.g. 0 or 9) you can add it again to allow a correct phone number search

 

Outgoing Call - Truncate Prefix

Automatically remove the first character of a phone number for outgoing calls

 

Do not dial my local area code

Y = Yes, N = No. Default is N as you want to dial the area code. Some countries (e.g. US) however often need to remove the area code and the option has to be set to Y.

 

Example

646.257.3801 is dialed as 257.3801. Define the area code 646 in the configuration for area code above.

 

Add long distance prefix automatically

Y = Yes, N = No. The Long Distance Prefix is added automatically but not for the following numbers:

 

•Internal phone numbers

•Numbers with the local area code and Do not dial my local area code = Y

•If Do not dial my local area code = N

•international numbers

 

Example

425.257.3801 is dialed as 1 425 257 3801 (provided Long Distance Prefix = 1)

646.257.3801 is dialed as 257.3801 (provided 646 was defined as area code and Do not dial my local area code = Y)

+44 2071939283 is dialed as +44 2071939283

 

Dial using International Prefix instead of +

Y = Yes, N = No . If a + character is in front of the phone number, it is replaced with the International Prefix

 

Example

+44 2071939283 is dialed as 01144 2071939283 (provided 011 was defined as International Prefix)

 

Use Called ID for caller identification

Y = Yes, N = No. This option uses the Called ID instead of the Caller ID for the  Salesforce search.

 

Example

The caller 646.257.3801 calls the number 425.823.4512. Now the number which was called (Called ID) is used

to search a record in Salesforce.

 

 

SoftPhone handles dialing rules

Y = Yes, N = No (recommended = Y)

 

You have to enable this option if you use CTI Data Connector - Skype for Business Link, Mirage uaCSTA Cloud Connect or the Mondago GoConnect server

 

This option requires CTI Data Connector SoftPhone application 5.5.x and the CTI Data Connector - TAPI Link 5.5 or higher. Only if this option is set to Y, all above mentioned dialing rules are supported.

If your version of CTI Data Connector - TAPI Link is 5.4 or less set this option to N

 

 

You have to use an own adapter for each country where you have call center users.