Placetel CTI für Salesforce
The presence state can be used to
•Change the presence state in the phone
•Change the presence state in Omni-Channel
•Change the presence state after a phone call for x seconds to DND (Call Wrap Up time in seconds )
•Log the time per user per presence state
•Display a Live Agent Status Dashboard
Presence State Configuration
Activate presence state
Activates the presence state functionality (displays picklist in the CTI Data Connector SoftPhone)
There are the following configuration values
•Not sent to PBX
•Dial Command
Use this option if you want to use the presence state for time tracking only.
Skype for Business
Dial Command
In this configuration the presence state information is sent as a dial command to the phone systems. Some phone systems support dial commands to e.g. change to DND and back to Ready for Calls. Contact your phone vendor if you do not know the codes.
Use the command in the Reason Code field.
Example
Presence State Label: Ready for Calls
Reason Code: *60
Presence Status: 1 (Online)
Presence State Label: Do Not Disturb
Reason Code: *61
Presence Status: 4 (DND)
Note - *60 is an example and is different per PBX. You have to contact the PBX vendor to get the correct dial commands.
Activates the time tracking in the custom object
See also: Dashboard - Presence State
Call Wrap Up time in seconds
0 = feature disabled
1 - 999 - after a call the presence state is set to Do not Disturb 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
Enable Omni-Channel
Check this option if you want to synchronise the presence state with Omni-Channel
Active Call - change presence state
If enabled, this sets the presence state to: On a call (status = 6) when the call is active. After the call, the status is set back to Ready for Calls (status = 1).
You should configure for this status, that the phone goes to DND (Do not Disturb).
Presence State Label
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 - 6
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
•6 = On a call
•7 = Logout
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.
Select in Main Setup - Call Center Configuration , Call Center Presence State the pre-delivered configuration: Skype for Business - Presence State
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.
