Placetel CTI für Salesforce

 

The presence state can be used to

 

•Log the time per user per presence state

•Change the presence state in the phone (Skype for Business only)

•Change the presence state after a phone call for x seconds to DND (Call Wrap Up time in seconds - only for Skype for Business))

1. Configure presence state

 

Activate presence state

Y = Yes, N = No - activates the presence state functionality (displays picklist in the CTI Data Connector SoftPhone)

 

Enable time tracking

Y = Yes, N = No - activates the time recording in the custom object

 

Call Wrap Up time in seconds

0 = feature disabled

1 - 999 - after a call the presence state is set to Do not Disturb (Skype for Business only) for the specified number of seconds

 

Update time tracking after seconds

1-999 (default = 60 seconds) - time how often the time information is updated in the custom object

 

Presence State Label

Text which the user will see as the presence state information

 

Reason Code number

This number can be used to synchronize the presence state with phone systems or as a value in own reports.

 

Presence Status

Value 1 - 5

 

The presence status code can be used for reports and is also shown in the picklist of the presence state in brackets,

e.g. Ready for Calls (Online). The values are pre-defined and cannot be changed.

 

 

•1 = Online

•2 = Offline

•3 = Away

•4 = DND

•5 = Busy

 

2. Presence state showing in CTI Data Connector SoftPhone

If activated, a new picklist appears

 

 

3. Skype for Business

If activated, you can change the presence state for Skype for Business in the CTI Data Connector SoftPhone. Changing the presence state in Skype for Business however does have no effect on the CTI Data Connector SoftPhone.

 

In case Call Wrap Up time in seconds is configured, the status in Skype for Business is changed instantly after the call to Do Not Disturb. This ensures that the user will get no inbound call. Once the defined number of seconds is over, the presence state goes automatically back to Ready for Calls.

 

Call Wrap Up time is not activated for

 

•phone calls with duration of 0 seconds (ring only)

•internal calls

 

If you dial with the  CTI Data Connector SoftPhone the status is always set to Ready for Calls in case it is on Do Not Disturb.

 

Skype for Business needs special codes, which have to be configured as Reason Codes. There is a pre-configured Call Center Adapter for Skype for Business.

 

Find below the configuration for Skype for Business with the matching codes.