Unaric Voice
Telephone System
Find below an overview about different CTI architectures depending on the telephone system (PBX).
•3CX (including MS Teams)
•BroadWorks, Cisco Webex Calling
•Using Unaric Voice with macOS
•Salesforce - requirements, custom fields / objects
Salesforce license
The Salesforce Enterprise, Unlimited or Developer Edition is required for the call center functionality. It works with the Sales / Service Cloud in Classic and Lightning Experience. Lightning Essentials, Professional Editions are no longer supported. Classic user interface is supported with limitations.
Limitations for Classic
•no SMS outbound
•see details for non supported features
No support due to significant restrictions
If you are using the Professional Edition, please contact sales@mirage-systems.com.
Restrictions Professional Edition
•Mirage Computer Systems GmbH up to 5 permission sets (maximum of 10 possible)
•MS-Teams Premium Connector functions are largely unavailable
•Limitations with number of custom fields with activities
•No transcription and recording
Unaric Voice license
Unaric Voice is licensed per user (named license). Some connectors require an add-on license. The Salesforce administrator needs a license to configure the call center.
Operating System
Only for connectors, installed on the local computer, operating system requirements are relevant and described in the chapter for the connector.
Mirage Cloud Service
The Mirage Cloud Service is included in the subscription.
Phone system
A phone system which is supported by a Mirage connector. There may be limitations depending on the phone system integration like
•only one call possible at a time
•In general, only 1 device (Deskphone / SoftPhone) per Salesforce user can be used at the same time
•no presence state synchronisation
•Call transfers only possible through devices of the phone system (e.g. desk phone, Software phone) but not in Salesforce
•Answer a call only possible through devices of the phone system (e.g. desk phone, Software phone) but not in Salesforce
•Hot desking is not supported with every PBX
Browser Support
CTI applications have special requirements, as content and status information of a call has to be shared by TABs or Browser instances and each Browser has different options to do that. The following list of browsers are supported by Salesforce for CTI Data Connector SoftPhone:
It is recommended to use only the latest Chrome Browser version.
Some limitations are due to the Salesforce CTI Data Connector SoftPhone. Check with the next Salesforce release if new Browser versions are supported.
See Browser configuration about required configuration settings.
Supported Functionality
The supported functionality can be different per Browser
Function |
Chrome |
Edge |
Safari |
Explanation |
|
Sales and Service Cloud |
• |
• |
• |
||
Ligthning Experience |
• |
• |
• |
||
Old Agent Console |
• |
not supported |
not supported |
An object cannot be assigned |
|
Multiple TABs open |
• |
limitations |
limitations |
Edge, Safari and IE can have issues while switching Tabs during a call |
|
Multiple Browser instances |
• |
not supported |
not supported |
Must be same Browser - e.g. open Chrome twice.
|
|
CTI Data Connector SoftPhone runs in the Background |
• |
• |
• |
Requires 1 TAB with the CTI Data Connector SoftPhone always open.
IE requires to stay on an TAB with the CTI Data Connector SoftPhone while the call is active |
|
• |
|
|
|||
100% support of all features |
• |
|
|
Only one browser can be used at the same time. It is not supported to use a mix of browsers, like Chrome and Safari as an example, at the same time.
See also
Configure the TAPI driver within Unaric Voice
Where do I find the TAPI driver?
