To install and activate the call center adapter the following steps are necessary.

 

1. System Requirements regarding Salesforce

 

To use the Call Center Adapter, the Professional, Enterprise, Developer or Unlimited Edition is required. In the Professional Edition and also in a trial version of salesforce, the API access is by default turned off.

 

Note: The API is not required if you install ESI CTI Connector for Salesforce version 3.0.5 (released 2/2012). Contact support@esi-estech.com to get this update.

 

If you are using the Team Edition, contact support@esi-estech.com for an alternative solution.

 

2. Download the adapter configuration file

Download the file adapter.xml (right mouse click, save target as) and save it on your hard disk.

 

3. Add the configuration file to salesforce

Select: Setup > AppSetup > Customize > Call Center > Call Centers

 

Click on the button: Import an select the file adapter.xml on your local hard disk

 

 

 

CTI Data Connector - Call Center Adapter will be added to the call center list

 

 

 

4. Configure the call center adapter

Click on the call center adapter.

 

Note

If you make any changes of the configuration settings you have to logout in salesforce, right click on the blue CTI Data Connector icon and select: Reload Salesforce Configuration

Dialing Options

 

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

 

 

•Outside Prefix - (number to access an outside line) - e.g. in US   91 407-398-6913 or in Europe it is often 0 031976354

•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

•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

 

 

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

 

Save call as a task

Each call (incoming and outgoing) can be automatically saved as a task / activity including the call duration and a phone note.

 

•Subject of the task - configure the subject line. Either use a text like CALL or one of the following variables

 

{calltype} - inserts either Incoming Call or Outgoing Call

{time} - inserts the time

{date} - inserts the current date

 

•Autosave incoming calls: Y = Yes, N = No. Define if an incoming call should be automatically saved.  If you type in a phone note the call is always saved

•Autosave outgoing calls: Y = Yes, N = No. Define if an outgoing call should be automatically saved.  If you type in a phone note the call is always saved

•Autosave unsuccessful calls: Y = Yes, N = No . Define if an unsuccessful call = call duration with 0 seconds should be stored. If you type in a phone note the call is always saved

 

 

Call-Wrap-Up

 

To rate a phone call, you can activate the Call Wrap Up feature, which  is displayed at the end of the phone call in the SoftPhone.

 

The options, which are available to rate a phone call, can be defined with Label 1 to 10.

 

This is how it will appear on the softphone.

 

The selected item is saved with the note as an activity using the text, which is defined as: value for report. You can either use the same text for the report as the label or use another value.

 

Example:

Label: Send Quote - Value for Report: Send Quote. The text Send Quote is saved for the report.

Label: Send Quote - Value for Report: CODE-SQ. The text CODE-SQ is saved for the report.

 

A different value for the report e.g. makes sense, if you configure adapters in different languages but you want to have the same result text in the report.

 

See also: Reports

 

If you want to update fields depending on a phone call, create a workflow within salesforce and use the 3 call specific fields (Call Type, Call Result, Call Duration) described in step 6 to trigger the workflow.

 

If you want to have different options depending on user groups (e.g. sales and support or you have locations in different countries) you can install multiple Call Center Adapters.

5. Add users to the call center

Now click on the button: Manage Call Center Users

 

 

Add the users who should use ESI CTI Connector for Salesforce

 

6. Configure Softphone Layout

 

General Settings

The salesforce administrator can configure the user interface of the SoftPhone with the menu option: Softphone-Layouts. It allows you e.g. to define which fields should appear on the SoftPhone or general settings for the display of the call.The settings are valid for all users.

 

Not all functions, which can be configured here, are supported by ESI CTI Connector for Salesforce.

 

User specific settings

Each user can configure Personal settings: Setup > Personal Setup > Call Center Settings > My Softphone Settings

 

 

 

7. Configure Task Page layout

All phone calls are saved as a task. To make some special phone fields like call duration accessible for the user, they can be added to the task page layout.

Select: Setup > Customize > Activities > Task Page Layouts.

 

Add the fields:

 

•Call Type

•Call Result

•Call Duration

 

 

 

 

Troubleshooting

 

See: Error - Call Center Adapter

 

For more information about the salesforce call center adapter search in the salesforce online help using the search term: call center adapter overview

 

The integration in salesforce requires one of the following salesforce editions: Professional, Enterprise, Unlimited oder Developer Edition.