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CTI Data Connector 

CTI Data Connector for Salesforce® can not only search in custom objects or custom fields, it can also show a custom object record for inbound calls.

 

There are 3 scenarios

 

A phone number search is done in the contact, account or lead object and the custom object should be opened (scenario 1)

A phone number search in the custom object is done and the contact, account or lead should be opened (scenario 2)

A phone number search in the custom object is done and the custom object is opened (scenario 3)

 

 

Scenario 1

A phone number search is done in the contact, account or lead object and the custom object should be opened

 

The SoftPhone will show the account, contact or lead details while the record which is opened, is the custom object.

 

 

 

The call can be either assigned to the account or custom object but not both. The combination contact and custom object is possible.

Requirements

 

To be able to open a custom object when a call comes in, there must be a relationship between the custom object and an account, contact or lead. The relationship is defined with a lockup field.

The example below is an insurance object, where there is a relationship to account, contact and lead. Minimum requirement would be one relationship.

 


 

Configuration

The following show record options can be configured, depending on the available lookup fields.

 

Open latest custom object record of the account

Open latest custom object record of the contact

Open latest custom object record of the lead

 

To decide, which is the latest record, the created date of the record is used.

 

In Setup - > Object Manager -> Mirage Call Center - Workflow, edit the field Show Record field

 

 

 

 

 

Add a value with a label like Open latest Insurance record of the account. The important definition is the API name. It requires the following logic

 

ObjectName#_#Account(LookupfieldforAccount) - example: Insurance__c#_#Account(AccountInsurance__c)   - > opens the latest custom object record where an account is linked

ObjectName#_#Contact(LookupfieldforContact) - example: Insurance__c#_#Contact(ContactInsurance__c) - > opens the latest custom object record where a contact is linked

ObjectName#_#Lead(LookupfieldforLead) - example: Insurance__c#_#Lead(LeadInsurance__c) - > opens the latest custom object record where a lead is linked

 

Then the newly configured fields will display in the Workflow configuration.

 

 

 

 

Scenario 2

A phone number search in the custom object is done and the contact, account or lead should be opened.

The SoftPhone will show the custom record details while the record which is opened, is the contact, account or lead.

 

Requirements

To be able to open an account, contract or lead when a call comes in and the search is done in the custom object, there must be a relationship between the custom object and an account, contact or lead. The relationship is defined with a lockup field.

 

The example below is an insurance object, where there is a relationship to account, contact or lead. Minimum requirement would be one relationship.

 

In addition to that there must be a field from the field type phone (marked in green) to do the search.

 


 

Configuration

The following show record options can be configured, depending on the available lookup fields.

 

Show account instead of custom record

Show contact instead of custom record

Show contact instead of custom record

 

In Setup - > Object Manager -> Mirage Call Center - Workflow, edit the field Show Record field

 

 

 

 

 

Add a value with a label like Show Account instead of Insurance record. The important definition is the API name. It requires the following logic

 

Account(LookupfieldforAccount)#_#Objectname - example: Account(AccountInsurance__c)#_#Insurance__c

Contact(LookupfieldforContact)#_#Objectname - example: Contact(ContactInsurance__c)#_#Insurance__c

Lead(LookupfieldforLead)#_#Objectname - example: Lead(LeadInsurance__c)#_#Insurance__c

 

Then the newly configured fields will display in the Workflow configuration.

 

 

To activate the search in the custom object, you need to add the object in the SoftPhone Layout

 

Select: Setup > AppSetup > Customize > Call Center > SoftPhone Layouts

 

 

 

To define the fields, which should display on the SoftPhone when a call comes in, select the custom object, here

If single insurance contract found, display

 

 

Scenario 3

A phone number search in the custom object is done and the custom object is opened.

 

The SoftPhone will show the custom record details and the record which is opened, is the custom record.

 

 

 

Requirements

To be able to do a search in the custom object, there must be a field from the field type phone (marked in green) to do the search. The Lookup fields are not required.

 


 

Configuration

To activate the search in the custom object, you need to add the object in the SoftPhone Layout

 

Select: Setup > AppSetup > Customize > Call Center > SoftPhone Layouts

 

 

To define the fields, which should display on the SoftPhone when a call comes in, select the custom object, here

If single insurance contract found, display

 

 

In the Workflow configuration you can set the selection to None or other options like Account instead of the contact. When the phone number is found in the custom object, it will always display the custom object. If the phone number is found in the account / lead / contact it will use the Show Record definition.