Install Call Center Adapter |
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Install Call Center Adapter |
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Install Call Center Adapter |
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Install Call Center Adapter |
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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.
If you are using the Team Edition, contact Support@mirage-systems.de for an alternative solution.
Important change in Version 4 - .NET Framework 3.5 is required. It is installed automatically if missing.
Telephone SystemTo communicate with a phone system, either a CTI server (Third Party Solution) or the connection of the phone set to the PC (First Party Solution) is supported. For both systems a TAPI driver 2.x (also referred to as TSP) is mandatory. See details for TAPI - Where do I find the TAPI driver?
•VOIP systems like Cisco Call Manager, Avaya, Swyx or Innovaphone normally have a TAPI driver included. •For Asterisk there are several vendors who offer a TAPI driver e.g. http://www.xtelsio.com or http://activa.sourceforge.net. •If your VOIP / Cloud PBX system does not comes with a TAPI driver, try Global IP Telecommunications Ltd (Ninja Pro) www.globalipphones.com . This software works with all SIP compatible phone systems. •Traditional PBX systems like Siemens or Alcatel often require an additional TAPI server. •ISDN phones without a PBX are available with an inbuilt TAPI driver. •If you are using a modem, we strongly recommend switching to a phone set connected to the PC (via USB/serial), because the TAPI drivers of modems often do offer only basic functions or do not function at all.
Please check firstly with your phone vendor about which solution meets your requirements and how you can install and configure the TAPI driver. You can contact Support@mirage-systems.de if you do have the TAPI driver installed and CTI Data Connector for Salesforce has problems with making an outgoing call or receiving incoming calls.
Some TAPI drivers do not work on 64bit operating systems. You can use a virtual machine with 32bit operating system. An example, how this is working is explained for MAC OS X. For Windows Vista or Windows 7 64bit, the same virtual machines can be used. Operating SystemWindows XP SP3 to Windows 7 (32bit and 64 bit) is supported •.NET 3.5 is required for the salesforce call center adapter 4 Browser SupportThe following list of browsers are supported by salesforce.com for the call center adapter 4.0:
Minimum system requirements •IE8 + •Firefox 3.5 + •Chrome 10 + •Safari 4+
While the adapter supports IE8 and Firefox 3.5 performance is significantly improved in browsers like
•IE9 •Firefox 5 and 6 •Chrome 13 •Safari 5
It is recommended that the call center adapter 4.0 is used with browsers in the above list.
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Download the adapter (right mouse click, save target as) and save it on your hard disk. There is a special USA / Canada and German adapter version. For all other countries use the generic adapter.xml
Select: Setup > AppSetup > Customize > Call Center > Call Centers
Click on the button: Import an select the file adapter.xml on your local hard disk
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| Browser for adapter.xml |
CTI Data Connector - Call Center Adapter 4.0 will be added to the call center list
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| call center list |
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
The Salesforce SoftPhone is a web application, which uses the port 11000. If this port is used by another application contact Support@mirage-systems.de.
The dialing options configuration depends on the PBX and on the country your are located.
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•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.
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
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.
Expert Settings
Changes are only necessary in case there are problems with the adapter.
Now click on the button: Manage Call Center Users
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| add call center users |
Add the users who should use CTI Data Connector for Salesforce
If the user is not listed, he is probably assigned to another call center adapter. You have to remove the user from this adapter because one user cannot be assigned to multiple adapters at the same time.
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 CTI Data Connector for Salesforce.
Each user can configure Personal settings: Setup > Personal Setup > Call Center Settings > My Softphone Settings
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
If you are running Internet Explorer and receive warnings which say “Do you want to view only the webpage content that was delivered securely when using the browser” - see Warning mixed content.
For all other errors browse the chapter: Error - Call Center Adapter
Salesforce offers a web page with comprehensive information and questions and answers
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.
