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CTI Data Connector 

Each call (incoming and outgoing) can be automatically saved as a task /activity including the call duration, phone note including additional information like caller ID, called ID and call start / end time.

 

 

 

General Configuration

Subject of the task

configure the subject line of the activity / task. You can select either CALL or one of the following variables or a combination:

 

{calltype} - inserts either Incoming Call or Outgoing Call

{time} - inserts the time

{date} - inserts the current date

{callresult} - inserts the call result

{callresultgroup} - inserts the call result group (only for answered calls)

 

 

 

 

See limitations when interaction log is used.

 

Do not allow editing in subject line

If checked, the subject line of the call note (task) can not be changed

 

Use AM/PM in subject line

If disabled, the time of the call in the subject line of the activity is 24 hour format while enabling the option displays the time with AM / PM

 

 

Use record type for call task

Without configuration, the default page layout of the users profile is used to save an activity of the call. It is possible to use an own page layout for calls so that call specific fields like call start and end time are only visible there. To achieve this, you need to create a new page layout and assign this page layout to a record type.

 

Add the record type of the task page layout here.

 

 

 

 

Incoming Call

Show Record

If during an inbound call a contact or account is directly identified, there are several options which record is displayed. In case multiple matching records are found, the record is shown after the appropriate contact / account was selected in the list. This configuration is not relevant for leads.

 

No configuration (empty)

Always the record, which was identified is shown, e.g. contact or account.

 

Open latest opportunity of the contact

If the contact has an open opportunity, the opportunity is displayed. If there is no open opportunity, the contact is shown.

 

Open latest opportunity of the account

If the contact or the account has an open opportunity, the opportunity is displayed. If there is no open opportunity, the contact or account is shown.

 

Open latest case of the the contact

If the contact has an open case, the case is displayed. If there is no open case, either a new case is created (see below Case Workflow) or the contact is shown.

 

Open latest case of the the account

If the contact or the account has an open case, the case is displayed. If there is no open case, either a new case is created (see below Case Workflow) or the contact / account is shown.

 

Open Account instead of the contact

If a contact is found the account is always opened.

 

Custom objects can also be shown for inbound calls. An additional setup is required.

 

 

If Automatic Call Distribution for Salesforce is used and

 

IVR search is configured

An IVR value was typed in (e.g. case number)

This value is found in the configured object

 

then this record is shown instead of the record configured in this section

 

 

 

Incoming call - automatically answer call

If enabled, the call goes directly to connected state and the user does not need to manually answer the call

 

Note: This option is not available in Lightning Experience

 

Automatically create an activity at the end of a call for

 

Incoming call

Define if an incoming call should be automatically saved (only if call was active)

 

The activity is saved automatically at the end of the call. The activity is updated with changes done after the call was over when the next call is done or the Save button is clicked. Automatic saving is only done for active calls (duration > 0 seconds). Otherwise it is treated as missed call (see unanswered calls)

 

If disabled, the activity is only saved once the button Save was clicked.

 

Outgoing call

Define if an outgoing call should be automatically saved (only if call was active)

 

The activity is saved automatically at the end of the call. The activity is updated with changes done after the call was over when the next call is done or the Save button is clicked.Automatic saving is only done for active calls (duration > 0 seconds). Otherwise it is treated as an unsuccessful call (see unsuccessful call)

 

If disabled, the activity is only saved once the button Save was clicked.

 

Internal Call

The activity is saved automatically at the end of the call. The activity is updated with changes done after the call was over when the next call is done or the Save button is clicked. Unanswered or unsuccessful calls are not saved.

 

 

Case Workflow

Cases

For more details see chapter Working with cases

 

Incoming call - create case

Only when a caller can be identified as a contact or account and the call was answered, a case is automatically created. The contact name or account name is added.

 

See limitations when interaction log is used.

 

Outgoing call - create case

After dialing a phone number a case is automatically created. The contact name or account name is added.

 

See limitations when interaction log is used.

 

 

Use record type for new case (This feature is not available in Lightning)

A new case is automatically created with the specified record ID instead of using the default record ID of the user profile

 

 

 

Automatically create an activity for unsuccessful / unanswered calls

A call is unsuccessful if it is not answered or the line is busy.

 

Incoming Call

Define if an unsuccessful incoming call (missed call -  duration with 0 seconds) should be stored. An activity is created with call result: Missed Call. To change this value see Call Result - Missed Call

 

If disabled, the activity is saved once the button Save was clicked.

 

This option cannot be enabled if the Service Cloud with the interaction log is used.

 

This feature can not be used if you are a member of a ring group where the group is setup up in a way that it rings for all group members. The call will be signaled for all members, and it would create a missed call for each group member not answering the call.

 

Track missed but answered calls

In case the option: Create an activity for unanswered calls is activated, you can additionally track if one user missed a call but another user answered it.

 

Scenario

Incoming call is not answered by user 1

This creates an activity: Missed Call for user 1

There are call forwarding rules or queue settings which hand over the call to user 2

User 2 answers the call

An activity for user 2 is created with Inbound call

The task from user 1 is changed from Missed Call to Missed but Answered

 

Using reports provided with the product, you can analyze how often a particular user is not answering a call

 

User 2 needs to have a permission to modify the task of user 1

This feature only works for phone systems that have unique IDs as CallID

 

 

 

Outgoing Call

Define if an unsuccessful outgoing call (call duration with 0 seconds, it just rings or line is busy) should be stored. An activity is created with call result: No Answer. To change this value see Call Result - No Answer

 

This option cannot  be enabled if the Service Cloud with the interaction log is used.

 

 

Workflow E-Mail

An e-mail can be sent out if a call is missed (not for internal inbound calls).

 

 

Check Send an Email - Missed call to activate the feature.

 

An E-Mail template is provided. Select: Click here which will open template selection page. Select the folder: Mirage - CTI Data Connector Templates

 

 

Find below the logic, to whom the e-mail is sent

 

Send E-Mail to Object Owner is unchecked

E-Mail always goes to the person who missed the call

 

Send E-Mail to Object Owner is checked

Account owner, when single account found

Contact owner, when single contact found

Lead owner, when single lead found

Default Email notification address, when multiple records found / no record found  (you should always add a default address).

 

Automatically open task after end of a call and create an activity

After the call is terminated, the task is saved and instantly opened in edit mode. This makes sense if additional fields have to be filled out.

 

Can be configured for inbound and outbound.

 

 

Note

If this feature is enabled you should not use the call Wrap-Up with the CTI Data Connector SoftPhone. Add the picklist field to the page layout. The call result will not appear in the subject line

If you use the call Wrap-Up in the CTI Data Connector SoftPhone the note in the task will be overwritten after saving the call Wrap-Up selection

The task is not opened if the call was unsuccessful

 

Follow-up task options

More information about follow-up task.

 

This option allows to preselect a follow-up option for in- and outbound calls

 

Incoming call - Default

 

No Default -  is preselected

Follow-up task is preselected

Follow-up task + delete / complete today's task is preselected

Open today's task is preselected

Open latest task is preselected (will open the newest (= latest) task which is open (recommended as default)

New Event is preselected

 

Outgoing call - Default

Available options see incoming call

Recommended: Open latest task

 

Use record type for new task inbound

Inbound call: A follow-up task is created with the specified record ID instead of using the default record ID of the user profile

 

 

Use record type for new task outbound

Inbound call: A follow-up task is created with the specified record ID instead of using the default record ID of the user profile

 

 

Use record type for new event

A follow-up event is created with the specified record ID instead of using the default record ID of the user profile

 

 

 

Follow-up task - today´s task - Completed instead of Delete

If  enabled, today´s task will be set to completed. If disabled, today´s task will be deleted

 

Copy phone note to Follow-up task

Copies the Phone Note into the follow-up task

 

 

Incoming call - Follow-up task options

Select all options for follow-up tasks, which should appear in the CTI Data Connector SoftPhone.

 

 

 

You can define the sort order in Setup, Object Mirage Call Center - Workflow,  Field Incoming call - Follow-up task options

 

Outgoing call - Follow-up task options

Select all options for follow-up tasks, which should appear in the CTI Data Connector SoftPhone.

 

 

You can define the sort order in Setup, Object Mirage Call Center - Workflow, Outgoing call - Follow-up task options