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Placetel CTI für Salesforce

 

To use the Omni-Channel integration for Placetel CTI für Salesforce®, Omni-Channel must be already enabled in your Salesforce organization.

 

1. Create a service channel

 

Select: Setup > Feature Settings > Service > Omni-Channel > Service Channels

 

Create a new service channel with the name: CTI Data Connector

 

Click to enlarge

Create service channel

 

2. Presence Statuses

 

Select: Setup > Feature Settings > Service > Omni-Channel > Presence Statuses

 

Create a new status: CTI where Status Option Busy must be ticked.

 

 

Now edit your other statuses like Chat or Facebook and add the channel: CTI Data Connector

 

3. Profiles

 

Select: Setup > Administration > users > Profile

 

Select all profiles for the users working with Omni-Channel and Placetel CTI für Salesforce®.

 

Select within the profile: Enabled Presence Status Access

 

Add: CTI

 

 

 

4. Set DND to on or off

Just setting the presence state to DND (Do Not Disturb) in the CTI Data Connector SoftPhone does not set the DND status on the phone itself. The phone would still receive calls.

 

Placetel CTI für Salesforce® can send codes to the phone system to set DND to on or off. The phone system must support that feature. Sending the correct status to Skype for Business is an inbuilt feature.

 

The configuration is done in the Call Center configuration - Presence State setup.

 

You need to

 

•Activate presence state

•Enable Omni-Channel

•For phone systems: Send Presence State as Dial Command

•For Skype for Business: Send Presence State as Presence State

 

Each presence state from Omni-Channel (like Chat) must be added and the code for DND = on must be used. The presence status CTI (Online) needs the code for DND = off.

 

Configuration for a phone system

Select: Send Presence State as Dial Command

 

 

 

Configuration for Skype for Business

Select: Send Presence State as Presence State

You can either use DND (Code 9500) or Busy (Code 6500)  as presence state.

Ready for calls/online (Code 3500)  will automatically set the status in Skype for Business to available.